October 14, 2020 NHTSA CAMPAIGN NUMBER: 20V633000
Seat Trim Can Interfere with Air Bag Deployment
Improper deployment of the seat-mounted side air bag increases the risk of injury in the event of a crash.
NHTSA Campaign Number: 20V633
Manufacturer Toyota Motor Engineering & Manufacturing
Components AIR BAGS, SEATS
Potential Number of Units Affected 3,121
Summary
Toyota Motor Engineering & Manufacturing (Toyota) is recalling certain 2020 Highlander and Highlander hybrid vehicles. Incorrect seat trim covers on one or both of the front seats can prevent the seat-mounted side air bag from deploying properly.
Remedy
Toyota will notify owners, and dealers will inspect the front seats and replace the seat trim covers as necessary, free of charge. The recall began December 11, 2020. Owners may contact Toyota customer service at 1-800-331-4331. Toyota’s number for this recall is 20TB14 / 20TA14.
Notes
Owners may also contact the National Highway Traffic Safety Administration Vehicle Safety Hotline at 1-888-327-4236 (TTY 1-800-424-9153), or go to www.safercar.gov.
Check if your Vehicle has a Recall
SAFETY RECALL 20TA14
There is a possibility that one or both of the front seats were equipped with an incorrect trim cover. If these trim covers are incorrect, the cover could prevent the seat-mounted side air bag from deploying properly when the air bags are commanded to deploy, increasing the risk of injury in the event of a crash.
Please call your dealer ASAP to schedule a FREE repair. For more information, please visit Toyota.com/recall.
On October 14, 2020 Toyota filed a Defect Information Report (DIR) with the National Highway Traffic Safety Administration (NHTSA) informing the agency of our intent to conduct a voluntary Safety Recall on certain 2020 model year Highlander and Highlander HV.
Condition
There is a possibility that one or both of the front seats in the subject vehicles were equipped with an incorrect trim cover. If these trim covers are incorrect, the cover could prevent the seat-mounted side air bag from deploying properly when the air bags are commanded to deploy, increasing the risk of injury in the event of a crash.
Remedy
Toyota dealers will inspect and, if necessary, replace the seat trim cover(s) with a correct one FREE OF CHARGE.
Covered Vehicles
There are approximately 3,100 vehicles covered by this Safety Recall. Approximately 40 vehicles involved in this Safety Recall were distributed to Puerto Rico.
Owner Notification Date
Toyota will notify owners by mid-December, 2020. Certain vehicles are capable of Head Unit notification and may receive a Head Unit notification prior to the owner notification letter.
Certain 2020 Model Year Highlander and Highlander HV
Potential Improper Deployment of Seat Mounted Side Air Bag
NHTSA Recall No. 20V-633
Frequently Asked Questions
Original Publication Date: October 15, 2020
Q1: What is the condition?
There is a possibility that one or both of the front seats in the subject vehicles were equipped with an incorrect trim cover. If these trim covers are incorrect, the cover could prevent the seat-mounted side air bag from deploying properly when the air bags are commanded to deploy, increasing the risk of injury in the event of a crash.
Q2: What is Toyota going to do?
Toyota will send by mid-December 2020, an owner notification by first class mail advising owners to make an appointment with their authorized Toyota dealer to have the front seat trim covers inspected and, if necessary, replaced with a correct one FREE OF CHARGE.
Q3: Which and how many vehicles are covered by this Safety Recall?
There are approximately 3,100 vehicles covered by this Safety Recall.
| Model Name | Model Year | Production Period |
| Highlander | 2020 | Early December 2019 – Late August 2020 |
| Highlander HV | Early February 2020 – Late August 2020 |
Q3a:Are there any other Lexus/Toyota/Scion vehicles covered by this Safety Recall in the U.S.?
No, there are no other Lexus/Toyota/Scion vehicles covered by this Safety Recall.
Q3b:Why is my 2020 Highlander/Highlander HV vehicle not included?
This issue only affects vehicles equipped with front seats of a certain design that were manufactured by a specific supplier on specific production lines and were affected by certain processing errors during a specific time period.
Q4: How long will the repair take?
The repair can take approximately 45 minutes to 2 hours. However, depending upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer period of time.
Q5: What if I previously paid for repairs related to this Safety Recall?
Reimbursement consideration instructions will be provided in the owner letter.
Q6: How does Toyota obtain my mailing information?
Toyota uses an industry provider who works with each state’s Department of Motor Vehicles (DMV) to receive registration or title information, based upon the DMV records. Please make sure your registration or title information is correct.
Q7:What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Toyota Brand Engagement Center at 1-888-270-9371 Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
Description of Problem:
The subject vehicles are equipped with driver and front passenger seats that contain seatmounted side air bags that are covered by a trim cover. These covers are designed to tear during deployment of the seat-mounted side air bag. Due to certain processing errors in the seat trim cover installation process at a supplier, there is a possibility that one or both of the front seats (subsequently installed in the subject vehicles) were not equipped with the correct trim cover. In this condition, the cover could prevent the seat-mounted side air bag from deploying properly when the air bags are commanded to deploy, increasing the risk of injury in the event of a crash.
Chronology of Principal Events:
Late August 2020 through September 2020
During pre-production testing of a front seat with a seat-mounted side air bag in a different Toyota vehicle, it was observed that, although the air bag was commanded to deploy and inflated properly, a post-test inspection identified an abnormal condition of the seat trim cover. The results from the pre-production seat testing were sent to the supplier, who assembled the pre-production seat, to investigate the seat trim cover condition observed during the post-test inspection. The supplier determined that the trim cover on the seat from the test was incorrect for the seat in this case.
The supplier began checking their seat assembly process to determine if the same error could occur on production seats. As a result of the investigation, it was identified that a seat trim cover for the incorrect side (driver vs. front passenger) could be installed on seats of a certain design and not detected by the quality control process due to certain processing errors in the system. It was also identified that production seats could be affected. The supplier communicated these findings to Toyota.
Based on production seat traceability information provided by the supplier, Toyota began a containment activity to inspect completed vehicles that could potentially be equipped with incorrectly assembled seats and also began to analyze the potential effect of an incorrect seat trim cover on a seat assembly. During the containment and inspection activities, two vehicles identified, based on production records, as having an incorrect seat trim cover, were determined to have the correct trim covers as a result of rework during manufacturing. The supplier further investigated the rework process and found that the traceability information during the rework process may not be accurately recorded. As a result, the scope of the containment and inspection activity was expanded to also include all vehicles that had been through the rework process.
To analyze the potential effect of the incorrect seat cover, Toyota decided to conduct testing of seat-mounted side air bags installed in front seat assemblies with incorrectly installed seat trim covers. These trim covers are designed with a specific seam located above the seat mounted side air bag because they are designed to tear when the seat mounted side air bags are deployed. Because the identified incorrect trim covers would not have the specific seam at the correct location above the seat side air bag, Toyota conducted testing to understand how the different location of the seam would affect air bag deployment.
In late September, Toyota conducted testing on four front seats from the suspect vehicles with seat-mounted side air bags with incorrectly installed trim covers. Three of the air bag tests deployed normally. However, one of the air bag tests had a partial deployment in which less than half of the air bag deployed through the seat trim cover. The results of these tests were then analyzed and it was determined that a partial seat side-mounted side air bag deployment condition could occur when the air bags are commanded to deploy, which could increase the risk of injury in the event of a crash.
October 8, 2020
Based on the results of the above investigation, Toyota decided to conduct a voluntary safety recall campaign.
As of September 30, 2020 based on a diligent review of records, Toyota’s best engineering judgement is that there are 0 Toyota Field Technical Reports and 0 warranty claims that have been received from U.S. sources that relate or may relate to this condition and which were considered in the decision to submit this report.
Description of Corrective Repair Action:
For all involved vehicles, Toyota dealers will inspect the trim covers installed on the front seats and replace any incorrectly installed trim covers with correct one(s) if necessary.
SEOCONTENT-START
TOYOTA
Toyota Motor North America, Inc.
Vehicle Safety & Compliance
Liaison Office
Mail Stop: W4-2D
6565 Headquarters Drive
Plano, TX 75024
October 14, 2020
DEFECT INFORMATION REPORT
1. Vehicle Manufacturer Name:
Toyota Motor Manufacturing, Indiana, Inc. [“TMMI”]
4000 Tulip Tree Drive, Princeton, IN 47670-4000
Affiliated U.S. Sales Company:
Toyota Motor North America, Inc. [“TMNA”] 6565 Headquarters Drive, Plano, TX 75024
Manufacturer of Seat Assembly
Toyota Boshoku America
1360 Dolwick Dr, Unit 125, Erlanger, KY 41018
Country of Origin: USA
2. Identification of Involved Vehicles and Affected Components:
Based on production records, we have determined the involved vehicle population as in the table below.
Make/Car Line
Model Year
Manufacturer
Production Period
Toyota / Highlander
2020
TMMI
December 3, 2019
through
August 24, 2020
Toyota /
Highlander HV
2020
TMMI
February 4, 2020
through
August 24, 2020
Applicability
Part Number
Part Name
Component Description
MY2020
Toyota Highlander/
Highlander HV
71200-0E660
Seat Assy, Fr LH
Driver Front Seat Assembly
71200-0E680
71200-0E690
71200-0E740
71200-0E860
71100-0E520
Seat Assy, Fr RH
Passenger Front Seat Assembly
71100-0E530
71100-0E540
71100-0E650
71100-0E660
Note: (1) Although the involved vehicles are within the above production period range, not all vehicles in this range were sold in the U.S.
(2) This issue only affects vehicles equipped with front seats of a certain design that were manufactured by a specific supplier on specific production lines and were affected by certain processing errors during a specific time period. Other Toyota or Lexus vehicles sold in the U.S. are not equipped with the front seats of this design that were affected by the aforementioned conditions.
3. Total Number of Vehicles Potentially Involved:
Toyota Highlander : 2,598
Toyota Highlander HV : 523
Total : 3,121
4. Percentage of Vehicles Estimated to Actually Contain the Defect:
Based on available production records, Toyota estimates that at least 4.7% vehicles may contain this defect.
5. Description of Problem:
The subject vehicles are equipped with driver and front passenger seats that contain seat-mounted side air bags that are covered by a trim cover. These covers are designed to tear during deployment of the seat-mounted side air bag. Due to certain processing errors in the seat trim cover installation process at a supplier, there is a possibility that one or both of the front seats (subsequently installed in the subject vehicles) were not equipped with the correct trim cover. In this condition, the cover could prevent the seat-mounted side air bag from deploying properly when the air bags are commanded to deploy, increasing the risk of injury in the event of a crash.
6. Chronology of Principal Events:
Late August 2020 through September 2020
During pre-production testing of a front seat with a seat-mounted side air bag in a different Toyota vehicle, it was observed that, although the air bag was commanded to deploy and inflated properly, a post-test inspection identified an abnormal condition of the seat trim cover. The results from the pre-production seat testing were sent to the supplier, who assembled the pre-production seat, to investigate the seat trim cover condition observed during the post-test inspection. The supplier determined that the trim cover on the seat from the test was incorrect for the seat in this case.
The supplier began checking their seat assembly process to determine if the same error could occur on production seats. As a result of the investigation, it was identified that a seat trim cover for the incorrect side (driver vs. front passenger) could be installed on seats of a certain design and not detected by the quality control process due to certain processing errors in the system. It was also identified that production seats could be affected. The supplier communicated these findings to Toyota.
Based on production seat traceability information provided by the supplier, Toyota began a containment activity to inspect completed vehicles that could potentially be equipped with incorrectly assembled seats and also began to analyze the potential effect of an incorrect seat trim cover on a seat assembly. During the containment and inspection activities, two vehicles identified, based on production records, as having an incorrect seat trim cover, were determined to have the correct trim covers as a result of rework during manufacturing. The supplier further investigated the rework process and found that the traceability information during the rework process may not be accurately recorded. As a result, the scope of the containment and inspection activity was expanded to also include all vehicles that had been through the rework process.
To analyze the potential effect of the incorrect seat cover, Toyota decided to conduct testing of seat-mounted side air bags installed in front seat assemblies with incorrectly installed seat trim covers. These trim covers are designed with a specific seam located above the seat mounted side air bag because they are designed to tear when the seat mounted side air bags are deployed. Because the identified incorrect trim covers would not have the specific seam at the correct location above the seat side air bag, Toyota conducted testing to understand how the different location of the seam would affect air bag deployment.
In late September, Toyota conducted testing on four front seats from the suspect vehicles with seat-mounted side air bags with incorrectly installed trim covers. Three of the air bag tests deployed normally. However, one of the air bag tests had a partial deployment in which less than half of the air bag deployed through the seat trim cover. The results of these tests were then analyzed and it was determined that a partial seat side-mounted side air bag deployment condition could occur when the air bags are commanded to deploy, which could increase the risk of injury in the event of a crash.
October 8, 2020
Based on the results of the above investigation, Toyota decided to conduct a voluntary safety recall campaign.
As of September 30, 2020 based on a diligent review of records, Toyota’s best engineering
judgement is that there are 0 Toyota Field Technical Reports and 0 warranty claims that have been received from U.S. sources that relate or may relate to this condition and which were considered in the decision to submit this report.
7. Description of Corrective Repair Action:
For all involved vehicles, Toyota dealers will inspect the trim covers installed on the front seats and replace any incorrectly installed trim covers with correct one(s) if necessary.
Reimbursement Plan for pre-notification remedies
As the owner notification letters will be mailed out well within the active period of the Toyota New Vehicle Limited Warranty (“Warranty”), all involved vehicle owners for this recall would have been provided a repair at no cost under Toyota’s Warranty.
8. Recall Schedule:
Notifications to owners of the affected vehicles will occur by December 13, 2020. A copy of the draft owner notification will be submitted as soon as it is available.
9. Distributor/Dealer Notification Schedule:
Notifications to distributors/dealers will be sent by October 14, 2020. Copies of dealer communications will be submitted as they are issued.
10. Manufacturer’s Campaign Number:
[Interim / Remedy] 20TB14 / 20TA14
*****************************************************************************************************************
TECHNICAL INSTRUCTIONS
FOR
SAFETY RECALL 20TA14
POTENTIAL IMPROPER DEPLOYMENT OF SEAT MOUNTED SIDE AIR BAG
CERTAIN 2020 HIGHLANDER
The repair quality of covered vehicles is extremely important to Toyota. All dealership technicians performing this recall are required to successfully complete the most current version of the E-Learning course “Safety Recall and Service Campaign Essentials”. To ensure that all vehicles have the repair performed correctly; technicians performing this recall repair are required to currently hold at least one of the following certification levels:
• Certified Technician (any specialty)
• Expert Technician (any specialty)
• Master Technician
• Master Diagnostic Technician
It is the dealership’s responsibility to select technicians with the above certification level or greater to perform this recall repair. Carefully review your resources, the technician skill level, and ability before assigning technicians to this repair. It is important to consider technician days off and vacation schedules to ensure there are properly trained technicians available to perform this repair at all times.
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I. OPERATION FLOW CHART
CoveredReplacement RequiredCampaign completed, return the vehicle to the customerVerify Vehicle Eligibility1. Confirm vehicle VIN matches the R.O.2. Check the TIS Vehicle Inquiry SystemNot CoveredNo further action requiredInspect the front driver’s and passenger’s side seatback coverReplacement NOT RequiredReplace the seatback cover(s)
II. IDENTIFICATION OF AFFECTED VEHICLES
1. CHECK VEHICLE FOR CAMPAIGN ELIGIBILITY
a. Compare the vehicles VIN to the VIN listed on the Repair Order to ensure they match.
b. Check the TIS Vehicle Inquiry System to confirm the VIN is involved in this Campaign, and that it has not already been completed.
Note: TMNA warranty will not reimburse dealers for repairs completed on vehicles that are not affected or were previously completed, even by another dealer.
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III. PREPARATION
A. PARTS
If the inspection performed in Section VI determines seat cover(s) replacement is necessary, use the Electronic Parts Catalog (EPC) to order the correct service part for seat cover replacement
B. TOOLS & EQUIPMENT
• Techstream
• Standard Hand Tools
• Torque Wrench
IV. BACKGROUND
There is a possibility that one or both of the front seats in the subject vehicles were equipped with an incorrect trim cover. If these trim covers are incorrect, the cover could prevent the seat-mounted side air bag from deploying properly when the air bags are commanded to deploy, increasing the risk of injury in the event of a crash.
V. SAFETY PRECAUTIONS
1. WEAR PROTECTIVE EQUIPMENT
a) Wear appropriate protective equipment when working on the seat.
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VI. INSPECTION
1. INSPECT DRIVER’S FRONT SEAT FOR CORRECT SEAT COVER
a. From behind the front driver seat, inspect the lower seat carpet for a plastic patch by removing the carpet from the seat side trim panels as shown below.
b. Confirm which side the plastic patch is on.
c. Note: The plastic patch will either be on the outboard or inboard side.
Use your hand to feel for the plastic patch as it may be hard to see on certain seat colors
Which side is the plastic patch on?NGSeat cover replacement IS REQUIRED for the drivers seat. Move onto passenger seat inspectionOK Move onto passenger seat inspectionOutboard side by driver’s doorInboard side by consoleDRIVER SEAT INSPECTION
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2. INSPECT PASSENGERS FRONT SEAT FOR THE CORRECT SEAT COVER
a. From the behind the front passenger seat, inspect the lower seat carpet for a plastic patch by removing the carpet as you did for driver’s seat.
b. Confirm which side the plastic patch is on
c. Note: The plastic patch will either be on the outboard or inboard side.
Use your hand to feel for the plastic patch as it may be hard to see on certain seat colors
Which side is the plastic patch on?NGSeat cover replacement IS REQUIRED for the passenger seat.OKInspection completed Outboard side by passenger doorInboard side by consolePASSENGER SEAT INSPECTION
3. ORDER NECESSARY PARTS
a. For any seat cover found to need replacement, order the part and install according to the next section
NOTE: It is expected that very few seats will require replacement. Double-Check your inspection results to ensure they are correct.
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VII. REMOVAL
NOTE: This same procedure can be used for either the Driver or Passenger seat
1. REMOVE THE FRONT SEAT
a. Click the link below to access TIS for instructions on how to remove the front seat assembly
Power Seats
SEAT: FRONT SEAT ASSEMBLY (for Power Seat): REMOVAL; 2020 – 2021 MY Highlander Highlander HV
(Doc ID:RM100000001LKS0)
Manual Seats
SEAT: FRONT SEAT ASSEMBLY (for Manual Seat): REMOVAL; 2020 – 2021 MY Highlander Highlander HV
(Doc ID: RM100000001LKRU)
NOTE: Prior to removal, move the seat to the following position:
– Move the seat to the lowest position
– Move the seat to the middle position on the seat frame
– Fully recline the seatback to the furthest back position
When removing the wire harness from the seat frame take extra care when disengaging the clips as they are very fragile.
If broken reach out to Quality_Compliance@toyota.com for a replacement
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VIII. DISASSEMBLY
NOTE: This same procedure can be used for either the Driver or Passenger seat
1. REMOVE SEATBACK COVER
a. Undo the elastic band from underneath the seat
b. Unclip the 3 lower skirt clips from the upper skirt
c. Unzip both sides of the seatback cover
d. Disconnect the seat heater connection (if equipped)
e. Unclip the seat heater wire harness from the seat frame (if equipped)
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f. Pinch and hold the foam in place
g. Grab the seatback cover from the seat base and pull the seatback cover to the front of the seat
h. Push the lower skirt clips through the seatback and cushion as you pull the lower skirt out. The final outcome should look like the picture to the left
i. Feed the seat heater wire harness through the middle of the seatback and cushion (If equipped)
Use your hand to prevent the clips from damaging the seat cover when feeding it though the middle of the seatback and cushion
9
j. Lift back of seatback cover up to reach the headrest posts.
k. Push the tabs in to remove the headrest posts
NOTE: The head rest posts are specific to side and position. Keep record of location of headrest post when removing
l. Fold seatback cover to the front of the seat by sliding your hand up the side of the seat cushion
Do not try to completely remove the seat cover as it is still attached by clips on the front side
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m.Using a screwdriver, disengage the 9 claws and remove the seat cover from the seat cushion
NOTE: Watch the video at the bottom of this page to see how to disengage the claws
Click below to watch the video
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IX. REASSEMBLY
1. INSTALL THE NEW SEATBACK COVER
a. Confirm the new seat cover is for the correct seat by looking at the last 2 characters on the tag.
LH = Driver’s Seat
RH = Passenger Seat
The seat covers are symmetrical in shape and can go on the wrong seat, ensure it is correct.
b. Align and center seatback cover to seatback cushion
c. Using both thumbs, engage the 9 claws to install the seatback cover to the seatback cushion.
d. Fold the seatback cover over the seatback cushion.
Use your hands to compress the sides of the cushion when folding the seat cover on to the cushion. This will prevent tears from happening in the seatback cover
Compress seat cushion sides
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e. Install headrest posts into the proper slot
f. Fold the rest of the seatback cover over the seatback cushion. Keep tension on the seatback cover to prevent wrinkles
g. Feed the seat heater wire harness through the middle of the seatback and cushion
Use your hand to prevent the clips from damaging the seat cover when feeding it though the middle of the seatback and cushion
h. Feed the lower skirt through the middle of the seatback and cushion
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i. Pull the lower skirt tight to remove any wrinkles in the lower portion of the seatback cover
j. Attach seat heater wire harness clips to the seat frame (if equipped)
k. Connect the seat heater wire harness to the connector underneath the seat (if equipped)
l. Attached the lower skirt to the upper skirt using the 3 j-clips
NOTE: The seat heater wire should be on the inside of the skirt clips
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m.Zip the seatback cover closed on each side
NOTE: You will need to adjust the seatback cover to the seat cushion to remove all wrinkles. If wrinkles are found, it will be necessary to adjust the seat cover until no wrinkles are found.
n. Attach the diaper elastic bands to the hooks.
o. Review the installation of the entire seatback cover to ensure there are no wrinkles or missed steps.
NOTE: Pay special attention on the corners along the side of the seatback, and the lower portion of the seatback when checking for fitment and wrinkles
X. INSTALLATION
1. TECHNICAL INSTRUCTIONS
a. Click the link below to access TIS for instructions on how to install the Front Seat Assembly
b. Perform all initializations required in the links below
Power Seats
SEAT: FRONT SEAT ASSEMBLY (for Power Seat): INSTALLATION; 2020 – 2021 MY Highlander Highlander HV
(Doc ID: RM100000001LKRY)
Manual Seats
SEAT: FRONT SEAT ASSEMBLY (for Manual Seat): INSTALLATION; 2020 – 2021 MY Highlander Highlander HV
(Doc ID:RM100000001LKRR)
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1919 = 201920 = 202021 = 202122 = 202223 = 2023Etc…Year Campaignis Launched19TA01TT = ToyotaL = LexusVehicle MakeAA = Safety Recall RemedyB = Safety Recall InterimC = Special Service CampaignD = Limited Service CampaignE = Customer Support ProgramF = Emissions Recall(May use other characters in unique cases)Field Action Category and Phase0101 = 1st Field Action of the year02 = 2nd Field Action of the year03 = 3rd Field Action of the year(The sequence is unique for each Field Action category)(May use other characters in unique cases)Field Action Sequence
Examples:
19TA01 = Launched in 2019, Toyota, Safety Recall Remedy Phase, 1st Safety Recall Launched in 2019
20TC02 = Launched in 2020, Special Service Campaign, 2nd Special Service Campaign Launched in 2020
21TE05 = Launched in 2021, Customer Support Program, 5th Customer Support Program Launched in 2021
◄ VERIFY REPAIR QUALITY ►
– Confirm the inspection has been performed on both the front driver and passenger seat
– Confirm correct seat cover was installed on seat in case of both seats requiring repair
– Confirm no wrinkles are present
– Confirm seat heater operation (if equipped)
– Confirm all initializations were performed (as necessary)
– Confirm seat operation in all directions and check for noise or binding that may occur with improper installation.
If you have any questions regarding this update, please contact your regional representative.
XI. APPENDIX
A. PARTS DISPOSAL
In accordance with Federal law, please make sure all recalled parts (original parts)
removed from the vehicle are disposed of in a manner in which they will not be reused,
unless requested for parts recovery return.
B. CAMPAIGN DESIGNATION DECORDER
******************************************************************************************************
Toyota Motor Sales, U.S.A., Inc.
6565 Headquarters Drive
Plano,TX 75024
IMPORTANT SAFETY RECALL (Remedy Notice)
Certain 2020 Model Year Highlander and Highlander HV
Potential Improper Deployment of Seat Mounted Side Air Bag
NHTSA Recall No. 20V-633
Dear <FirstName/LastName>:
This notice is sent to you in accordance with the
National Traffic and Motor Vehicle Safety Act. Toyota
has decided that a defect, which relates to motor vehicle
safety, exists in certain 2020 model year Highlander and
Highlander HV vehicles.
You received this notice because our records, which are
based primarily on state registration and title data,
indicate that you are the current owner.
What is the condition?
There is a possibility that one or both of the front
seats in the subject vehicles were equipped with an
incorrect trim cover. If these trim covers are incorrect,
the cover could prevent the seat-mounted side air
bag from deploying properly when the air bags are
commanded to deploy, increasing the risk of injury in
the event of a crash.
What will Toyota do?
Any authorized Toyota dealer will have the front seat trim covers inspected and, if necessary, replaced with a
correct one FREE OF CHARGE to you.
20TA14
URGENT SAFETY RECALL
This is an important Safety Recall.
The remedy will be performed
FREE OF CHARGE to you.
What Should You Do?
Please contact any authorized Toyota dealer to
schedule an appointment to have the remedy
performed as soon as possible.
Your local Toyota dealer will be more than
happy to answer any of your questions.
To find a dealer near you, visit
www.toyota.com/dealers.
For more information on this and other Safety
Recalls, including Frequently Asked Questions,
visit www.toyota.com/recall. Input your full
17-digit Vehicle Identification Number (VIN)
noted above to review information specific to
your vehicle.
If you require further assistance, you may
contact the Toyota Brand Engagement Center at
1-888-270-9371 Monday through Friday, 7:00 a.m.
to 7:00 p.m., Saturday 7:00 a.m. to 4:30 p.m.,
Central Time.
This notice applies to your vehicle:
VIN ABCDEFGH987654321
This is an important Safety Recall.
The remedy will take approximately 45 minutes to 2 hours. However, depending on the dealer’s work schedule,
it may be necessary to make your vehicle available for a longer period of time.
What if you have previously paid for repairs to your vehicle for this specific condition?
If you have previously paid for repair(s) to your vehicle for this specific condition prior to receiving this letter, you
may be eligible for reimbursement. For reimbursement consideration, please submit a copy of your repair details
(for example: a repair order), proof-of-payment, and ownership information to Toyota’s online, self-service
portal. Log-in to your Toyota Owners account at https:/www.toyota.com/owners/, click on the “Resources” tab,
select “Safety Recalls and Service Campaigns”,and click on “Submit Reimbursement Request”.
Alternatively, if you prefer to mail or fax this information for reimbursement consideration, please use the
address or fax number shown below:
Toyota Brand Engagement Center – TSR
Toyota Motor Sales, USA, Inc.
c/o Toyota Motor North America, Inc.
P O Box 259001 – SSC/CSP Reimbursements
Plano, Texas 75025-9001
FAX: 310-381-7756
Please refer to the attached Reimbursement Checklist for required documentation details.
What if you are not the owner or operator of this vehicle?
If you are a vehicle lessor, Federal Law requires that any vehicle lessor receiving this recall notice must forward a
copy of this notice to the lessee within ten days.
If you know the current owner or operator, please forward this letter to them.
If you would like to update your vehicle ownership or contact information, please visit
https://www.toyota.com/recall/update-info-toyota. You will need your full 17-digit Vehicle Identification
Number (VIN) to input the new information.
If you believe that the dealer or Toyota has failed or is unable to remedy the defect within a reasonable time or
without charge, you may submit a complaint to the Administrator, National Highway Traffic Safety Administration,
1200 New Jersey Avenue S.E., Washington, D.C. 20590, or call the toll free Vehicle Safety Hot Line at 1-888-327-4236
(TTY: 1-800-424-9153), or go to https://www.safercar.gov.
We have sent this notice in the interest of your continued satisfaction with our products. We sincerely regret any
inconvenience this condition may have caused you.
Thank you for driving a Toyota.
Sincerely,
Toyota Motor Sales, USA
Toyota Motor Sales, U.S.A., Inc.
6565 Headquarters Drive
Plano,TX 75024
RETIRO DE SEGURIDAD IMPORTANTE (Aviso de Remedio)
Ciertos Highlander y Highlander HV año modelo 2020
Posible despliegue inadecuado de la bolsa de aire lateral montada en el asiento
Retiro de Seguridad de NHTSA No. 20V-633
Estimado (nombre/apellido del cliente):
Se le envía esta notificación de acuerdo con la Ley
Nacional de la oficina de Administración Nacional de
Seguridad del Tráfico en las Carreteras (National
Highway Traffic Safety Administration o NHTSA por
sus siglas en inglés). Toyota ha decidido que existe un
defecto, que se relaciona con la seguridad de los
vehículos de motor en ciertos vehículos modelo
Highlander y Highlander HV de año 2020.
Usted recibió esta notificación porque nuestros
registros, que se basan principalmente en los datos del
estado de registro y de título, indican que usted es el
propietario actual.
¿Cuál es la condición?
Existe la posibilidad de que uno o ambos asientos
delanteros en los vehículos sujetos estuvieran
equipados con una cubierta de franja incorrecta.
Si estas cubiertas de franja son incorrectas, la
cubierta podría impedir que la bolsa de aire lateral
montada en el asiento se despliegue correctamente
cuando se ordene el despliegue de las bolsas de aire,
aumentando el riesgo de una lesión en el caso de un
choque.
¿Qué hará Toyota?
Cualquier concesionario Toyota autorizado inspeccionará las cubiertas de franja del asiento delantero y, si es
necesario, la reemplazará con la correcta SIN CARGO a usted.
20TA014
English version on front side
Versión en inglés en el frente
RETIRO DE SEGURIDAD URGENTE
Este es un Retiro de Seguridad importante.
El remedio se realizará
SIN CARGO para usted.
Esta notificación aplica a su vehículo:
VIN ABCDEFGH987654321
¿Qué Debe Hacer?
Comuníquese con cualquier concesionario Toyota
autorizado para programar una cita para que
realicen el remedio tan pronto como sea posible.
Su concesionario Toyota local responderá con
gusto todas sus preguntas.
Para encontrar un concesionario cerca de usted,
visite www.toyota.com/dealers.
Si desea más información sobre este y otros
Retiros de Seguridad, incluyendo las preguntas
frecuentes, visite www.toyota.com/recall. Ingrese
el número de identificación de su vehículo de
17 dígitos (VIN) indicado arriba para revisar la
información específica de su vehículo.
Si requiere más asistencia, puede comunicarse
con el Centro de Compromiso con la Marca
Toyota llamando al 1-888-270-9371, de lunes a
viernes, de 7:00 a.m. a 7:00 p.m. y los sábados de
7:00 a.m. a 4:30 p.m., Horario del Centro.
Este es un Retiro de Seguridad importante.
El remedio tomará aproximadamente de unos 45 minutos a 2 horas. Sin embargo, dependiendo de la programación
de trabajo del concesionario, tal vez sea necesario tener disponible su vehículo por un plazo más largo de tiempo.
¿Qué pasa si anteriormente pagó reparaciones a su vehículo por esta condición específica?
Si anteriormente usted pagó una reparación(es) a su vehículo por esta condición específica antes de recibir esta
carta, usted puede ser elegible para el reembolso. Para que se considere su reembolso, envíe una copia de los
detalles de su reparación (por ejemplo, una orden de reparación), comprobante de pago e información de
propiedad al portal de autoservicio en línea de Toyota. Ingrese en su cuenta de propietarios de Toyota en
https:/www.toyota.com/owners/, haga clic en la pestaña “Resources” (Recursos), seleccione “Safety Recalls and
Service Campaigns” (Retiros de Seguridad y Campañas de Servicio) y haga clic en “Submit Reimbursement
Request” (Enviar solicitud de reembolso).
Como alternativa, si prefiere enviar esta información por correo postal o por fax para que le consideren el reembolso,
utilice el domicilio o número de fax que aparece a continuación:
Toyota Brand Engagement Center – TSR
Toyota Motor Sales, USA, Inc.
c/o Toyota Motor North America, Inc.
P O Box 259001 – SSC/CSP Reimbursements
Plano, Texas 75025-9001
FAX: 310-381-7756
Remítase a la lista de verificación de reembolsos anexa para conocer los detalles de los documentos requeridos.
¿Qué pasa si usted no es el propietario o el operador de este vehículo?
Si usted arrienda el vehículo, la ley federal requiere que todo arrendador de vehículo que reciba esta notificación
del Retiro de Seguridad debe enviar una copia del aviso al arrendatario en menos de diez días.
Si conoce al propietario u operador actual, sea tan amable de enviarle esta carta.
Si desea actualizar la propiedad de su vehículo o la información de contacto, por favor visite
https://www.toyota.com/recall/update-info-toyota. Necesitará el número de identificación del vehículo (VIN)
completo de 17 dígitos para ingresar la nueva información.
Si cree que el concesionario o Toyota no ha cumplido o no ha podido arreglar el defecto en un plazo razonable o sin
cargo, puede enviar una queja al Administrador, National Highway Traffic Safety Administration, 1200 New Jersey
Avenue S.E., Washington, D.C. 20590, o llamar a la línea directa sin costo de los vehículos al 1-888-327-4236
(TTY: 1-800-424-9153), o visite https://www.safercar.gov.
Hemos enviado esta notificación con el interés de que usted esté continuamente satisfecho con nuestros productos.
Lamentamos sinceramente cualquier inconveniente que este problema le puede haber ocasionado.
Muchas gracias por conducir un Toyota.
Atentamente,
Toyota Motor Sales, USA
**************************************************************************************************************
© 2020 Toyota Motor Sales, USA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: October 14, 2020
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
SAFETY RECALL 20TA14 (Interim Notice 20TB14)
Certain 2020 Model Year Highlander and Highlander HV
Potential Improper Deployment of Seat Mounted Side Air Bag
Model / Years
Production Period
Approximate Total Vehicles
Approximate Stop Sale Dealer Inventory
2020 Highlander
Early December 2019 – Late August 2020
2600
430
2020 Highlander HV
Early February 2020 – Late August 2020
520
STOP! DO NOT SELL NEW VEHICLES IN DEALER INVENTORY.
Refer to Dealer Inventory Procedures section for more details.
On October 14, 2020 Toyota filed a Defect Information Report (DIR) with the National Highway Traffic Safety Administration (NHTSA) informing the agency of our intent to conduct a voluntary Safety Recall on certain 2020 model year Highlander and Highlander HV.
Condition
There is a possibility that one or both of the front seats in the subject vehicles were equipped with an incorrect trim cover. If these trim covers are incorrect, the cover could prevent the seat-mounted side air bag from deploying properly when the air bags are commanded to deploy, increasing the risk of injury in the event of a crash.
Remedy
Toyota is currently preparing the remedy for this issue. When the remedy is available, Toyota dealers will inspect and, if necessary, replace the seat trim cover(s) with a correct one FREE OF CHARGE. At this time, Toyota estimates the remedy can be available in October 2020.
Covered Vehicles
There are approximately 3100 vehicles covered by this Safety Recall. Approximately 40 vehicles involved in this Safety Recall were distributed to Puerto Rico.
Owner Letter Mailing Date
Toyota will notify owners by mid-December, 2020.
Toyota makes significant effort to obtain current customer name and address information from each state through industry resources when mailing owner letters. In the event your dealership receives a notice for a vehicle that was sold prior to the Safety Recall announcement, it is the dealership’s responsibility to forward the owner letter to the customer who purchased the vehicle.
Please note that only owners of the covered vehicles will be notified. If you are contacted by an owner who has not yet received a notification, please verify eligibility by confirming through TIS prior to performing repairs. Dealers should perform the repair as outlined in the Technical Instructions found on TIS.
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© 2020 Toyota Motor Sales, USA
Dealer Inventory Procedures
New Vehicles in Dealership Inventory
There are approximately 430 vehicles in new dealer inventory as of October 13, 2020
Under Title 49, Section 30112 of the United States Code, a dealer cannot sell, offer for sale, or introduce or deliver for introduction in interstate commerce a new motor vehicle when it is aware that the vehicle does not comply with an applicable Federal Motor Vehicle Safety Standard or contains a defect related to motor vehicle safety. Further, 49 Code of Federal Regulations §577.13 requires us to provide the following advisory: It is a violation of Federal law for a dealer to deliver a new motor vehicle or any new or used item of motor vehicle equipment (including a tire) covered by this notification under a sale or lease until the defect or noncompliance is remedied.
Toyota reimburses dealers for flooring costs associated with new vehicles held in dealership inventory until the recall remedy becomes available. Toyota provides these flooring reimbursements at 60-day intervals. Toyota reserves the right to withhold or charge-back any flooring reimbursement funds that may have been paid to the dealer if it determines that a new vehicle subject to a safety recall was sold without first being remedied.
Vehicle Safety Recall completion should always be verified through TIS. We request your assistance to ensure involved vehicles are identified and not delivered prior to performing the remedy.
NOTE:
• New vehicles in dealer inventory subject to a Safety Recall must be remedied before delivery into commerce under a sale or lease. Dealer-to-dealer trades as well as vehicle sales between dealers should not be made until a vehicle is remedied.
• Dealers can identify if any of their new and used inventory has any open campaigns in the Vehicle Inventory Summary available in Dealer Daily (Non SET and GST dealers: https://dealerdaily.toyota.com/). The Vehicle Inventory Summary may take up to 4 hours to populate information for newly launched campaigns.
Inspection Reminder Mirror Hang Tags for Covered Vehicles in New Dealer Stock
To easily recognize vehicles involved in this Safety Recall, each dealership should utilize Inspection Reminder Hang Tags. Inside the vehicle’s glove box are stickers containing the VIN. Apply one of these stickers to the hang tag and install the hang tag in the vehicle. A sample copy of the Inspection Reminder Hang Tag has been included for your reference.
Pre-Owned Vehicles in Dealer Inventory
Toyota typically requests that dealers NOT deliver any pre-owned vehicles in dealer inventory that are covered by a Safety Recall unless the defect has been remedied. In this case, until remedy parts are available, delivery of a pre-owned vehicle is acceptable if disclosed to the customer that the vehicle is involved in this Safety Recall and that the remedy is currently being prepared by Toyota.
NOTE: Dealerships can order hang tags from the Material Distribution Center (MDC).
Part Number
Description
Quantity
00411-140003
Inspection Mirror Hang Tag
25 Per Pack
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© 2020 Toyota Motor Sales, USA
Toyota expects dealers to use the attached Customer Contact and Vehicle Disclosure Form to obtain vehicle buyer information. Dealers are expected to provide a copy of the completed form, along with the most current FAQ, to the vehicle buyer. Toyota and the dealer may use this information to contact the customer when the remedy becomes available.
Keep the completed form on file at the dealership and send a copy to [email protected]. In the subject line of the email, state “Disclosure Form 20TA14/20TB14” and include the VIN.
NOTE: Dealers can identify if any of their new and used inventory has any open campaigns in the Vehicle Inventory Summary available in Dealer Daily (Non SET and GST dealers: https://dealerdaily.toyota.com/). The Vehicle Inventory Summary may take up to 4 hours to populate information for newly launched campaigns.
Toyota Certified Used Vehicle (TCUV)
The TCUV policy prohibits the certification of any vehicle with an outstanding Safety Recall, Special Service Campaign, or Limited Service Campaign. Thus, no affected units are to be designated, sold, or delivered as a TCUV until all applicable Safety Recalls, Special Service Campaigns, and Limited Service Campaigns have been completed on that vehicle.
Toyota Rent-A-Car (TRAC) & Service Loaners
Toyota requests that dealers remove all TRAC and Service Loaner vehicles from service that are covered by a Safety Recall unless the defect has been remedied.
Warranty Reimbursement Procedures
Loaner Vehicle or Alternative Transportation Reimbursement Procedure
A loaner vehicle or alternative transportation through Toyota Rent-A-CAR (TRAC) can be claimed for $35 per day.
Op Code
Description
LTRT14
Vehicle Rental 1-30 Days
NOTE:
• Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if rental invoice is not attached.
• Rentals that exceed the maximum allowable daily rate will require DSPM authorization per the Toyota Transportation Assistance Policy (TTAP).
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© 2020 Toyota Motor Sales, USA
Customer Handling, Parts Ordering, and Remedy Procedures
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter and/or the Safety Recall. Please welcome them to your dealership and answer any questions that they may have. A Q&A is provided to assure a consistent message is communicated.
Customers with additional questions or concerns are asked to please contact the Toyota Brand Engagement Center (1-888-270-9371) – Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
Salvage Title Vehicles
Every attempt should be made to complete an open Safety Recall when circumstances permit, unless noted otherwise in the Safety Recall dealer letter.
For complete details on this policy, refer to Toyota Warranty Policy 4.17, “What Is Not Covered by The Toyota New Vehicle Limited Warranty”.
Media Contacts
It is imperative that all media contacts (local and national) receive a consistent message. In this regard, all media contacts must be directed to Ed Hellwig (469) 292-1165 in Toyota Corporate Communications. Please do not provide this number to customers. Please provide this contact only to media.
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© 2020 Toyota Motor Sales, USA
Campaign Designation / Phase Decoder
1919 = 201920 = 202021 = 202122 = 202223 = 2023Etc…Year Campaignis Launched19TA01TT = ToyotaL = LexusVehicle MakeAA = Safety Recall RemedyB = Safety Recall InterimC = Special Service CampaignD = Limited Service CampaignE = Customer Support ProgramF = Emissions Recall(May use other characters in unique cases)Field Action Category and Phase0101 = 1st Field Action of the year02 = 2nd Field Action of the year03 = 3rd Field Action of the year(The sequence is unique for each Field Action category)(May use other characters in unique cases)Field Action Sequence
Examples:
19TA01 = Launched in 2019, Toyota, Safety Recall Remedy Phase, 1st Safety Recall Launched in 2019
20TC02 = Launched in 2020, Special Service Campaign, 2nd Special Service Campaign Launched in 2020
21TE05 = Launched in 2021, Customer Support Program, 5th Customer Support Program Launched in 2021
Please review this entire package with your Service and Parts staff to familiarize them with the proper step-by-step procedures required to implement this Safety Recall.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
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© 2020 Toyota Motor Sales, USA
SAFETY RECALL 20TA14 (Interim Notice 20TB14)
Certain 2020 Model Year Highlander and Highlander HV
Potential Improper Deployment of Seat Mounted Side Air Bag
Frequently Asked Questions
Original Publication Date: October 14, 2020
Q1: What is the condition?
A1: There is a possibility that one or both of the front seats in the subject vehicles were equipped with an incorrect trim cover. If these trim covers are incorrect, the cover could prevent the seat-mounted side air bag from deploying properly when the air bags are commanded to deploy, increasing the risk of injury in the event of a crash.
Q2: What is Toyota going to do?
A2: When the remedy becomes available, Toyota will send an owner notification by first class mail advising owners to make an appointment with their authorized Toyota dealer to have the front seat trim covers inspected and, if necessary, replaced with a correct one FREE OF CHARGE.
Q3: When will the remedy become available?
A3: Toyota is currently preparing the parts for the remedy. At this time, Toyota estimates that the remedy can be available in October 2020.
Q4: Which and how many vehicles are covered by this Safety Recall?
A4: There are approximately 3100 vehicles covered by this Safety Recall.
Model Name
Model Year
Production Period
Highlander
2020
Early December 2019 – Late August 2020
Highlander HV
Early February 2020 – Late August 2020
Q4a: Are there any other Lexus/Toyota/Scion vehicles covered by this Safety Recall in the U.S.?
A4a: No, there are no other Lexus/Toyota/Scion vehicles covered by this Safety Recall.
Q4b: Why is my 2020 Highlander/Highlander HV vehicle not included?
A4b: This issue only affects vehicles equipped with front seats of a certain design that were manufactured by a specific supplier on specific production lines and were affected by certain processing errors during a specific time period.
Q5: How long will the repair take?
A5: The inspection and, if required, repair may take between approximately 45 minutes and two hours. However, depending upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer period of time.
Q6: What if I previously paid for repairs related to this Safety Recall?
A6: Reimbursement consideration instructions will be provided in the owner letter.
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© 2020 Toyota Motor Sales, USA
Q7: How does Toyota obtain my mailing information?
A7: Toyota uses an industry provider who works with each state’s Department of Motor Vehicles (DMV) to receive registration or title information, based upon the DMV records. Please make sure your registration or title information is correct.
Q8: What if I have additional questions or concerns?
A8: If you have additional questions or concerns, please contact the Toyota Brand Engagement Center at 1-888-270-9371 Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
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© 2020 Toyota Motor Sales, USA
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
CUSTOMER CONTACT & VEHICLE DISCLOSURE FORM
This form is not applicable for new vehicles in dealership inventory and TCUV units.
This vehicle is involved in a Safety Recall. At this time, remedy parts are not available and the remedy has NOT been performed. I understand that the vehicle will need to be returned to an authorized Toyota dealer to have the remedy performed at NO CHARGE when the remedy is available.
Customer Signature
Toyota recommends that you register with the Toyota Owners Community at https://www.toyota.com/owners/ and regularly check recall applicability using www.toyota.com/recall or www.safercar.gov. You will need to input your 17-digit Vehicle Identification Number (VIN).
Model
Model Year
Customer Information
Customer Name
Customer Email
Customer Address
Home Phone #
Mobile Phone #
Date
Please provide this information so that Toyota or your dealer can notify you when the remedy becomes available. This information will only be used for campaign communications. If you’d like to update your preferred contact information in the future, visit www.toyota.com/ownersupdate or contact us at 1-888-270-9371.
Dealer Information
Dealer Name/Address
Dealer Code
Dealer Phone Number
Dealer Staff Name
Dealer Staff Signature
VIN
Campaign Code
***************************************************************************************************************
© 2020 Toyota Motor Sales, USA
◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
TOPIC
10/20/2020
The warranty reimbursement procedure section has been updated with revised Op code descriptions
The most recent update in the attached Dealer Letter will be highlighted with a red box.
Please review this notification with your staff to assure that all relevant personnel have been briefed regarding this subject.
Thank you for your cooperation.
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© 2020 Toyota Motor Sales, USA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: October 15, 2020
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
SAFETY RECALL 20TA14 (Remedy Notice)
Certain 2020 Model Year Highlander and Highlander HV
Potential Improper Deployment of Seat Mounted Side Air Bag
NHTSA Recall No. 20V-633
Model / Years
Production Period
Approximate Total Vehicles
Approximate Stop Sale Dealer Inventory
2020 Highlander
Early December 2019 – Late August 2020
2600
430
2020 Highlander HV
Early February 2020 – Late August 2020
520
STOP! DO NOT SELL NEW VEHICLES IN DEALER INVENTORY.
Refer to Dealer Inventory Procedures section for more details.
On October 14, 2020 Toyota filed a Defect Information Report (DIR) with the National Highway Traffic Safety Administration (NHTSA) informing the agency of our intent to conduct a voluntary Safety Recall on certain 2020 model year Highlander and Highlander HV.
Condition
There is a possibility that one or both of the front seats in the subject vehicles were equipped with an incorrect trim cover. If these trim covers are incorrect, the cover could prevent the seat-mounted side air bag from deploying properly when the air bags are commanded to deploy, increasing the risk of injury in the event of a crash.
Remedy
Toyota dealers will inspect and, if necessary, replace the seat trim cover(s) with a correct one FREE OF CHARGE.
Covered Vehicles
There are approximately 3,100 vehicles covered by this Safety Recall. Approximately 40 vehicles involved in this Safety Recall were distributed to Puerto Rico.
Owner Notification Date
Toyota will notify owners by mid-December, 2020. A sample of the owner notification letter has been included for your reference. Certain vehicles are capable of Head Unit notification and may receive a Head Unit notification prior to the owner notification letter.
Toyota makes significant effort to obtain current customer name and address information from each state through industry resources when mailing owner letters. In the event your dealership receives a notice for a vehicle that was sold prior to the Safety Recall announcement, it is the dealership’s responsibility to forward the owner letter to the customer who purchased the vehicle.
Please note that only owners of the covered vehicles will be notified. If you are contacted by an owner who has not yet received a notification, please verify eligibility by confirming through TIS prior to performing repairs. Dealers should perform the repair as outlined in the Technical Instructions found on TIS.
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© 2020 Toyota Motor Sales, USA
Dealer Inventory Procedures
New Vehicles in Dealership Inventory
There are approximately 430 vehicles in new dealer inventory as of October 13, 2020
Under Title 49, Section 30112 of the United States Code, a dealer cannot sell, offer for sale, or introduce or deliver for introduction in interstate commerce a new motor vehicle when it is aware that the vehicle does not comply with an applicable Federal Motor Vehicle Safety Standard or contains a defect related to motor vehicle safety. Further, 49 Code of Federal Regulations §577.13 requires us to provide the following advisory: It is a violation of Federal law for a dealer to deliver a new motor vehicle or any new or used item of motor vehicle equipment (including a tire) covered by this notification under a sale or lease until the defect or noncompliance is remedied.
Toyota reimburses dealers for flooring costs associated with new vehicles held in dealership inventory until the recall remedy becomes available. Toyota provides these flooring reimbursements at 60-day intervals. Toyota reserves the right to withhold or charge-back any flooring reimbursement funds that may have been paid to the dealer if it determines that a new vehicle subject to a safety recall was sold without first being remedied.
Vehicle Safety Recall completion should always be verified through TIS. We request your assistance to ensure involved vehicles are identified and not delivered prior to performing the remedy.
NOTE:
• New vehicles in dealer inventory subject to a Safety Recall must be remedied before delivery into commerce under a sale or lease. Dealer-to-dealer trades as well as vehicle sales between dealers should not be made until a vehicle is remedied.
• Dealers can identify if any of their new and used inventory has any open campaigns in the Vehicle Inventory Summary available in Dealer Daily (Non SET and GST dealers: https://dealerdaily.toyota.com/). The Vehicle Inventory Summary may take up to 4 hours to populate information for newly launched campaigns.
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© 2020 Toyota Motor Sales, USA
Inspection Reminder Mirror Hang Tags for Covered Vehicles in New Dealer Stock
To easily recognize vehicles involved in this Safety Recall, each dealership should utilize Inspection Reminder Hang Tags. Inside the vehicle’s glove box are stickers containing the VIN. Apply one of these stickers to the hang tag and install the hang tag in the vehicle. A sample copy of the Inspection Reminder Hang Tag has been included for your reference.
Pre-Owned Vehicles in Dealer Inventory
To ensure customer satisfaction, Toyota requests that dealers complete this Safety Recall on any used vehicles currently in dealer inventory that are covered by this Safety Recall prior to customer delivery. However, if the campaign cannot be completed (for example, due to remedy parts availability), delivery of a covered vehicle is acceptable if disclosed to the customer that the vehicle is involved in a Safety Recall.
Toyota expects dealers to use the attached Customer Contact and Vehicle Disclosure Form to obtain vehicle buyer information. Dealers are expected to provide a copy of the completed form, along with the most current FAQ, to the vehicle buyer. Toyota and the dealer may use this information to contact the customer when the remedy becomes available.
Keep the completed form on file at the dealership and send a copy to [email protected]. In the subject line of the email state “Disclosure Form 20TA14/20TB14” and include the VIN.
NOTE: Dealers can identify if any of their new and used inventory has any open campaigns in the Vehicle Inventory Summary available in Dealer Daily (Non SET and GST dealers: https://dealerdaily.toyota.com/). The Vehicle Inventory Summary may take up to 4 hours to populate information for newly launched campaigns.
Toyota Certified Used Vehicle (TCUV)
The TCUV policy prohibits the certification of any vehicle with an outstanding Safety Recall, Special Service Campaign, or Limited Service Campaign. Thus, no affected units are to be designated, sold, or delivered as a TCUV until all applicable Safety Recalls, Special Service Campaigns, and Limited Service Campaigns have been completed on that vehicle.
Toyota Rent-A-Car (TRAC) & Service Loaners
Toyota requests that dealers remove all TRAC and Service Loaner vehicles from service that are covered by a Safety Recall unless the defect has been remedied.
NOTE: Dealerships can order hang tags from the Material Distribution Center (MDC).
Part Number
Description
Quantity
00411-140003
Inspection Mirror Hang Tag
25 Per Pack
S a f e t y R e c a l l 2 0 T A 1 4 ( I n t e r i m 2 0 T B 1 4 ) – D – P a g e | 5
© 2020 Toyota Motor Sales, USA
Customer Handling, Parts Ordering, and Remedy Procedures
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter and/or the Safety Recall. Please welcome them to your dealership and answer any questions that they may have. A Q&A is provided to assure a consistent message is communicated.
Customers with additional questions or concerns are asked to please contact the Toyota Brand Engagement Center (1-888-270-9371) – Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
Head Unit Notifications
Head unit notifications are electronic messages that are displayed in the vehicle’s audio system screen. Customers who receive head unit notification regarding this Safety Recall are requested to schedule an appointment with their authorized dealer to have this Safety Recall completed.
When these messages are received by the vehicle’s Data Communication Module, the head unit will display a pop-up prompt stating that the vehicle has a new Safety Recall. The prompt will contain options to ‘Snooze’ or to ‘View’ the message. If a customer chooses ‘Snooze’, the message will continue to reappear every 20 minutes until the customer chooses ‘View’. If a customer views and then closes the message, the message will be available in the Notification App if the customer chooses to review it again. If the vehicle’s completion status remains incomplete for a period of 90 days from the message being viewed, the head unit may display a renotification pop-up prompt as an additional reminder to the customer to have this Safety Recall completed.
The message will completely clear from the vehicle once the following conditions are met: The Safety Recall is completed, the dealer has filed a claim, and the claim is approved by Toyota. Then the message will be cleared at the next clearing cycle, which currently happens weekly.
Owners who receive a head unit notification after having this Safety Recall completed can be advised to ignore the message. Owners with additional concerns can be directed to the Toyota Brand Engagement Center (1-888-270-9371) – Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
Salvage Title Vehicles
Every attempt should be made to complete an open Safety Recall when circumstances permit, unless noted otherwise in the Safety Recall dealer letter.
For complete details on this policy, refer to Toyota Warranty Policy 4.17, “What Is Not Covered by The Toyota New Vehicle Limited Warranty”.
Media Contacts
It is imperative that all media contacts (local and national) receive a consistent message. In this regard, all media contacts must be directed to Ed Hellwig (469) 292-1165 in Toyota Corporate Communications. Please do not provide this number to customers. Please provide this contact only to media.
Parts Ordering Process – Non SET and GST Parts Ordering Process
It is possible that parts for this campaign are either required to be ordered in Campaign Part Order Request (CPOR) on Service Lane, or have been placed on Manual Allocation Control (MAC) due to potential limited part availability. Please check the CPOR/MAC report on Dealer Daily for the most up-to-date parts ordering information. Dealers can identify which parts ordering method to use by reviewing the parts information section of Dealer Daily and checking for a MAC code on the part numbers below. For MAC code C, order through CPOR. For MAC code D or V, refer to the MAC report for further instructions.
All Safety Recall, Service Campaign (SSC/LSC) parts are eligible for the Monthly Parts Return Program. Please refer to PANT Bulletin 2011-087 for campaign parts that are currently returnable under the Monthly Parts Return Program and for additional details.
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© 2020 Toyota Motor Sales, USA
If the inspection performed in Technical Instructions determines seat cover(s) replacement is necessary, use the Electronic Parts Catalog (EPC) to order the correct service part for seat cover replacement.
Technician Training Requirements
The repair quality of covered vehicles is extremely important to Toyota. All dealership technicians performing this repair are required to successfully complete the most current version of the E-Learning course “Safety Recall and Service Campaign Essentials”. To ensure that all vehicles have the repair performed correctly; technicians performing this repair are required to currently hold at least one of the following certification levels:
• Certified Technician (any specialty)
• Expert Technician (any specialty)
• Master Technician
• Master Diagnostic Technician
Always check which technicians can perform the repair by logging on to https://www.uotdealerreports.com. It is the dealership’s responsibility to select technicians with the above certification level or greater to perform this repair. Carefully review your resources, the technician skill level, and ability before assigning technicians to this repair. It is important to consider technician days off and vacation schedules to ensure there are properly trained technicians available to perform this repair at all times.
Remedy Procedures
Refer to TIS for Technical Instructions on repair. Conduct all non-completed Safety Recalls and Service Campaigns on the vehicle during the time of appointment.
Repair Quality Confirmation
The repair quality of covered vehicles is extremely important to Toyota. To help ensure that all vehicles have the repair performed correctly, please designate at least one associate (someone other than the individual who performed the repair) to verify the repair quality of every vehicle prior to customer delivery.
Parts Recovery Procedures
All parts replaced as part of this Safety Recall must be turned over to the parts department until appropriate disposition is determined. The parts department must retain these parts until notification via the Parts Recovery System (PRS) is received indicating whether to ship or scrap the parts. These parts are utilized by various departments for defect analysis, quality control analysis, product evaluation, as well as other purposes.
To help minimize dealer storage challenges, Toyota recommends that dealers:
• File the campaign claim accurately and promptly. The time a dealer is required to hold parts is based on when the campaign claim is paid by Toyota.
• Monitor the Warranty Parts Recovery Notifications and Part Scrap Report regularly.
Refer to Warranty Policies 9.3 and 9.6 for additional details.
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Warranty Reimbursement Procedures
Loaner Vehicle or Alternative Transportation Reimbursement Procedure
A loaner vehicle or alternative transportation through Toyota Rent-A-CAR (TRAC) can be claimed for $35 per day.
Op Code
Description
LTRT14
Vehicle Rental 1-30 Days
NOTE:
• Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if rental invoice is not attached.
• Rentals that exceed the maximum allowable daily rate will require DSPM authorization per the Toyota Transportation Assistance Policy (TTAP).
• Dealers will be allowed to file these Op Codes until January 12, 2021. After that date, no claims for alternative transportation reimbursement will be accepted.
Warranty Reimbursement Procedure
CoveredReplacement RequiredCampaign completed, return the vehicle to the customerVerify Vehicle Eligibility1. Confirm vehicle VIN matches the R.O.2. Check the TIS Vehicle Inquiry SystemNot CoveredNo further action requiredInspect the front driver’s and passenger’s side seatback coverReplacement NOT RequiredReplace the seatback cover(s)
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© 2020 Toyota Motor Sales, USA
Op Code
Description
Flat Rate Hours
INTA14
Inspect the front driver’s and passenger’s side seatback cover (Inspected Ok)
0.2
RHTA14
Inspection (Failed)
+
Replace the seatback cover right side
0.9
LHTA14
Inspection (Failed)
+
Replace the seatback cover left side
0.9
BHTA14
Inspection (Failed)
+
Replace the seatback cover both sides
1.4
• The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
• A loaner vehicle or alternative transportation through the Toyota Rent-A-Car (TRAC) program can be claimed up to a maximum of 3 days as a sublet type “RT” under Op Code: RHTA14, LHTA14, and BHTA14 only.
o For rentals that exceed the maximum number of allowable days and/or dollars per day, refer to the Toyota Transportation Assistance Policy (TTAP) for DSPM authorization requirements.
o Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if rental invoice is not attached.
Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Safety Recall. This claim filing information is used by Toyota for various government reporting activities; therefore, claim filing accuracy is crucial. If it has been identified that a claim has been filed using an incorrect Op Code or a claim has been filed for an incorrect VIN, refer to Warranty Procedure Bulletin PRO17-03 to correct the claim.
Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter.
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© 2020 Toyota Motor Sales, USA
Campaign Designation / Phase Decoder
1919 = 201920 = 202021 = 202122 = 202223 = 2023Etc…Year Campaignis Launched19TA01TT = ToyotaL = LexusVehicle MakeAA = Safety Recall RemedyB = Safety Recall InterimC = Special Service CampaignD = Limited Service CampaignE = Customer Support ProgramF = Emissions Recall(May use other characters in unique cases)Field Action Category and Phase0101 = 1st Field Action of the year02 = 2nd Field Action of the year03 = 3rd Field Action of the year(The sequence is unique for each Field Action category)(May use other characters in unique cases)Field Action Sequence
Examples:
19TA01 = Launched in 2019, Toyota, Safety Recall Remedy Phase, 1st Safety Recall Launched in 2019
20TC02 = Launched in 2020, Special Service Campaign, 2nd Special Service Campaign Launched in 2020
21TE05 = Launched in 2021, Customer Support Program, 5th Customer Support Program Launched in 2021
Please review this entire package with your Service and Parts staff to familiarize them with the proper step-by-step procedures required to implement this Safety Recall.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
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© 2020 Toyota Motor Sales, USA
SAFETY RECALL 20TA14 (Remedy Notice)
Certain 2020 Model Year Highlander and Highlander HV
Potential Improper Deployment of Seat Mounted Side Air Bag
NHTSA Recall No. 20V-633
Frequently Asked Questions
Original Publication Date: October 15, 2020
Q1: What is the condition?
A1: There is a possibility that one or both of the front seats in the subject vehicles were equipped with an incorrect trim cover. If these trim covers are incorrect, the cover could prevent the seat-mounted side air bag from deploying properly when the air bags are commanded to deploy, increasing the risk of injury in the event of a crash.
Q2: What is Toyota going to do?
A2: Toyota will send by mid-December 2020, an owner notification by first class mail advising owners to make an appointment with their authorized Toyota dealer to have the front seat trim covers inspected and, if necessary, replaced with a correct one FREE OF CHARGE.
Q3: Which and how many vehicles are covered by this Safety Recall?
A3: There are approximately 3,100 vehicles covered by this Safety Recall.
Model Name
Model Year
Production Period
Highlander
2020
Early December 2019 – Late August 2020
Highlander HV
Early February 2020 – Late August 2020
Q3a: Are there any other Lexus/Toyota/Scion vehicles covered by this Safety Recall in the U.S.?
A4a: No, there are no other Lexus/Toyota/Scion vehicles covered by this Safety Recall.
Q3b: Why is my 2020 Highlander/Highlander HV vehicle not included?
A4b: This issue only affects vehicles equipped with front seats of a certain design that were manufactured by a specific supplier on specific production lines and were affected by certain processing errors during a specific time period.
Q4: How long will the repair take?
A4: The repair can take approximately 45 minutes to 2 hours. However, depending upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer period of time.
Q5: What if I previously paid for repairs related to this Safety Recall?
A5: Reimbursement consideration instructions will be provided in the owner letter.
Q6: How does Toyota obtain my mailing information?
A6: Toyota uses an industry provider who works with each state’s Department of Motor Vehicles (DMV) to receive registration or title information, based upon the DMV records. Please make sure your registration or title information is correct.
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© 2020 Toyota Motor Sales, USA
Q7: What if I have additional questions or concerns?
A7: If you have additional questions or concerns, please contact the Toyota Brand Engagement Center at 1-888-270-9371 Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
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© 2020 Toyota Motor Sales, USA
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
CUSTOMER CONTACT & VEHICLE DISCLOSURE FORM
This form is not applicable for new vehicles in dealership inventory and TCUV units.
This vehicle is involved in a Safety Recall. At this time, remedy parts are not available and the remedy has NOT been performed. I understand that the vehicle will need to be returned to an authorized Toyota dealer to have the remedy performed at NO CHARGE when the remedy is available.
Customer Signature
Toyota recommends that you register with the Toyota Owners Community at https://www.toyota.com/owners/ and regularly check recall applicability using www.toyota.com/recall or www.safercar.gov. You will need to input your 17-digit Vehicle Identification Number (VIN).
Model
Model Year
Customer Information
Customer Name
Customer Email
Customer Address
Home Phone #
Mobile Phone #
Date
Please provide this information so that Toyota or your dealer can notify you when the remedy becomes available. This information will only be used for campaign communications. If you’d like to update your preferred contact information in the future, visit www.toyota.com/ownersupdate or contact us at 1-888-270-9371.
Dealer Information
Dealer Name/Address
Dealer Code
Dealer Phone Number
Dealer Staff Name
Dealer Staff Signature
VIN
Campaign Code
SEOCONTENT-END
2 Affected Products
Vehicles
| MAKE | MODEL | YEAR |
| TOYOTA | HIGHLANDER | 2020 |
| TOYOTA | HIGHLANDER HYBRID | 2020 |
13 Associated Documents
Recall Quarterly Report #1, 2020-4
RCLQRT-20V633-2661.PDF 211.162KB
Manufacturer Notices(to Dealers,etc) – Date: October 15, 2020 SAFETY RECALL 20TA14 (Remedy Notice)
Defect Notice 573 Report
RCLRPT-20V633-6291.PDF 215.204KB
October 14, 2020 DEFECT INFORMATION REPORT
RMISC-20V633-9109.pdf 164.429KB
Remedy Instructions and TSB
RCRIT-20V633-0642.pdf 679.372KB
Manufacturer Notices(to Dealers,etc) – Date: October 14, 2020 SAFETY RECALL 20TA14 (Interim Notice 20TB14)
Recall Acknowledgement
RCAK-20V633-5446.pdf 287.415KB
ISSUED Owner Notification Letter(Part 577)
RCONL-20V633-6723.pdf 357.347KB
Recall Quarterly Report #2, 2021-1
RCLQRT-20V633-9373.PDF 211.269KB
20TA14-HU Message-Final
RMISC-20V633-2860.pdf 42.349KB
Manufacturer Notices(to Dealers,etc) – DATE 10/20/2020 TOPIC The warranty reimbursement procedure section has been updated with revised Op code descriptions
RCMN-20V633-2759.pdf 306.397KB
Recall Quarterly Report #3, 2021-2
RCLQRT-20V633-0605.PDF 211.351KB
Recall Quarterly Report #4, 2021-3
RCLQRT-20V633-8216.PDF 211.458KB
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