To: All Toyota Dealer Principals,

Service Managers, Parts Managers

Subject: Warranty Enhancement Program – ZE2

Certain 2007-2011 MY Sienna
Certain 2008-2011 MY Highlander
Certain 2011 MY Highlander Hybrid
Certain 2009-2011 MY Venza
Extension of Warranty Coverage for Engine Oil Cooler Pipe Seep/Leak

In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Warranty
Enhancement Program to extend the warranty coverage for repairs related a leaking or seeping Engine
Oil Cooler Pipe.

In these vehicles, Toyota has received some reports where vehicles can experience an oil leak or seep from
the Engine Oil Cooler Pipe.

Although the Engine Oil Cooler Pipe is covered by Toyota’s New Vehicle Limited Warranty for 3 years or
36,000 miles (whichever occurs first), we at Toyota care about the customers’ ownership experience. Toyota is
now extending the warranty coverage for repairs related a leaking or seeping Engine Oil Cooler Pipe.

The following information is provided to inform you and your staff of the program notification schedule and your
degree of involvement.

1. Owner Notification Letter Mailing Date

The owner notification will commence in Late July, 2014 and will be mailed over several months. We
have attached a sample owner letter for your reference.

2. Warranty Enhancement Program Details

This Warranty Enhancement Program provides a Primary and Secondary coverage extension to the
vehicle’s “New Vehicle Limited Warranty” for repairs related to a leaking or seeping Engine Oil
Cooler Pipe. If the condition is verified, the vehicle will be repaired with a new Engine Oil Cooler
Pipe under the terms of this Warranty Enhancement Program.
• The Primary Coverage offers warranty enhancement until January 31, 2016 with no
mileage limitation.
• After the Primary Coverage period ends, the Secondary Coverage is applicable for 10
years from the date of first use or 150,000 miles, whichever occurs first.
This coverage is for warranty work performed at an authorized Toyota dealer only. It is
subject to the same terms and conditions set forth in the New Vehicle Limited Warranty
Section of the Owner’s Warranty Information booklet. For example, damage from abuse, an
accident, theft and/or vandalism is not covered by the New Vehicle Limited Warranty or this
warranty enhancement.

3. Number and Identification of covered Vehicles

There are approximately 533,500 vehicles covered by this Warranty Enhancement Program.

Please refer to Warranty Policy Bulletin (Bulletin No. POL14-06) for identification of vehicles covered by
this Warranty Extension.
Warranty Enhancement ZE2 – D – Page 2

4. Warranty Claim Processing Instructions

Please refer to the Warranty Policy Bulletin (Bulletin No. POL14-06) for warranty claim processing
instructions. All parts replaced for this repair are subject to warranty parts recovery.

5. Technical Instructions (Repair Procedures)

• Technical Instructions can be found in T-SB-0201-11

6. Parts Ordering
As this is an extension of the warranty, most customers will only request reimbursement from TMS for
past replacements. Dealers should not increase their stock of Engine Oil Cooler Pipe. As always, if a
customer experiences the condition described, dealers should conduct appropriate diagnosis and order
the applicable parts.
Refer to Warranty Policy Bulletin POL14-06 for detailed parts ordering information.
Dealers are requested to only order parts for vehicles experiencing this condition. DO NOT ORDER
FOR STOCK. The parts have been placed on Dealer Ordering Solutions and will be systematically
released daily. Please see the weekly manual allocation report for additional details.

In the unlikely event a vehicle has experienced engine damage due to a failed Oil Cooler Pipe; please
create a case with the Technical Assistance Hotline to document the extent of damage. You will need
to provide pictures of the leaking or ruptured Oil Cooler Pipe. Additionally, provide a description of the
engine damage that you believe has occurred. (Upper/Lower Engine Noise, Visible Damage, Metal
Particle in the Oil, etc.) DO NOT disassemble the engine for complete diagnosis before
contacting TAS. The TAS agent will validate that the condition was related to the oil cooler pipe and
approve and document additional diagnostics.

Once TAS has documented the extent of damage, parts that are on Manual Allocation Control (MAC)
will be authorized for release. Additionally the TAS line will provide information on how to file warranty
claims for these cases.

7. Customer Reimbursement
Please refer to the attached owner letter for reimbursement consideration instructions.

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 Warranty Extension.

As part of our dedication to continuous improvement, changes have been incorporated in the production
process to ensure the highest quality products are provided to our customers.

Thank you for your cooperation.

TOYOTA MOTOR SALES, U.S.A., INC.

Warranty Enhancement Program – ZE2
Certain 2007-2011 MY Sienna,
Certain 2008-2011 MY Highlander,
Certain 2011 MY Highlander Hybrid
Certain 2009-2011 MY Venza, &
Extension of Warranty Coverage for Engine Oil Cooler Pipe Seep/Leak

BACKGROUND
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Warranty
Enhancement Program to extend the warranty coverage for repairs related a leaking or seeping Engine Oil
Cooler Pipe.

Q1: What is the condition?

A1: In these vehicles, Toyota has received some reports where vehicles can experience an oil leak or seep
from the Engine Oil Cooler Pipe.

Although the Engine Oil Cooler Pipe is covered by Toyota’s New Vehicle Limited Warranty for 3 years
or 36,000 miles (whichever occurs first), we at Toyota care about the customers’ ownership experience.
Toyota is now extending the warranty coverage for repairs related a leaking or seeping Engine Oil
Cooler Pipe.

Q2: What is Toyota going to do?

A2: Owners of vehicles covered by this Warranty Enhancement Program will receive an Owner Letter via
first class mail starting in mid-August, 2014.

If the owner experiences a leak or seep from the Engine Oil Cooler Pipe, they should contact their local
authorized Toyota dealership for diagnosis and repair. If the condition is covered by the terms of this
warranty enhancement program, the repair will be performed at no charge to you.

Q3: Which vehicles are covered by this Warranty Enhancement Program?

A3: There are approximately 533,500 vehicles covered by this Warranty Extension.

Model Model Year Appx. UIO Production Period

Highlander 2008-2011 227,000 Early March, 2007 through Late July, 2011
Highlander Hybrid 2011 2,600 Late March, 2010 through Mid-March, 2011
Early December, 2006 through Late
Sienna 2007-2011 268,700
September, 2011
Venza 2009-2011 39,600 Late May, 2008 through Late May, 2011

Q3a: Are there any other Toyota, Lexus or Scion vehicles covered by this Warranty
Enhancement Program?
A3a: Yes, the following Lexus vehicles are also covered by this Warranty Enhancement Program.

Model Model Year Appx. UIO Production Period

RX350 2007-2011 363,300 Mid-January, 2006 through Late August, 2011
RX450h 2010-2011 20,200 Early December, 2008 through Mid-April, 2011

Q4: What are the details of this coverage?

A4: This Warranty Enhancement Program provides a Primary and Secondary coverage extension to the
vehicle’s “New Vehicle Limited Warranty” for repairs related to a leaking or seeping Engine Oil Cooler
Pipe. If the condition is verified, the vehicle will be repaired with a new Engine Oil Cooler Pipe under the
terms of this Warranty Enhancement Program.

• The Primary Coverage offers warranty enhancement until January 31, 2016 with no mileage limitation.
• After the Primary Coverage period ends, the Secondary Coverage is applicable for 10 years from the
date of first use or 150,000 miles, whichever occurs first.
 This coverage is for warranty work performed at an authorized Toyota dealer only. It is subject to the
same terms and conditions set forth in the New Vehicle Limited Warranty Section of your Owner’s
Warranty Information booklet. For example, damage from abuse, an accident, theft and/or vandalism is
not covered by the New Vehicle Limited Warranty or this warranty enhancement.

Q5: Which parts are covered by this warranty enhancement program?

A5: The specific components(s) covered by this warranty extensions are as follows:

• Engine Oil Cooler Pipes

Q6: What should an owner do if they experience a Leak or Seep from the Engine Oil Cooler Pipe?
A6: If the owner experiences an oil leak or seep from the Engine Oil Cooler Pipe, he/she should contact
their local authorized Toyota dealership for diagnosis and repair. If the condition is covered by the
terms of this warranty enhancement program, the repair will be performed at no charge to you.

Q7: Will Toyota provide an inspection to determine if the Engine Oil Cooler Pipe is Leaking or
Seeping?
A7: Toyota will not be providing a proactive inspection for this warranty enhancement program. Toyota
recommends that you perform regularly scheduled maintenance on your vehicle; part of this
maintenance includes inspecting for oil leaks. If you have your vehicle serviced at an authorized Toyota
dealership, they will typically bring to your attention any concerns they may find, such as an oil leak. If
you notice signs of oil leaks from your vehicle, please contact your local authorized Toyota dealer for
appropriate diagnosis and repair. If the cause of the oil leak or seep is related to the Engine Oil Cooler
Pipe, the repair will be performed under the terms of this warranty enhancement program.

Please Note: Vehicles can exhibit oil leaks due to a variety of reasons which may not be related to the Engine Oil
Cooler Pipe. If your vehicle has an oil leak, Toyota will perform diagnosis to determine if it is related to the Engine Oil
Cooler Pipe at no charge to you. If the cause of the oil leak is not related to the Engine Oil Cooler Pipe, additional
diagnosis to determine the source of the leak and repairs would be your responsibility (refer to your vehicle’s “New
Vehicle Limited Warranty” for additional details).

Q8: What if an owner has NOT experienced this condition but would like to have the repair
completed?
A8: This Warranty Enhancement Program only applies to vehicles that have exhibited the conditions
described above. If an owner has not experienced the condition, he/she is asked to apply the warranty
enhancement notification sticker to the Owners Warranty Information Booklet for future reference.

Q9: How long will the repair take?

A9: If the condition is present on the vehicle, the repair will take approximately 1.5 hours. However,
depending upon the dealer’s work schedule, it may be necessary to make the vehicle available for a
longer period of time.

Q10: What if a customer has previously paid for repairs on their vehicle?
A10: Owners that have previously paid for repairs for this specific condition should refer to the owner letter
for reimbursement consideration instructions.

Q11: What if an owner has additional questions or concerns?

A11: Owners with questions or concerns are asked to please contact the Toyota Customer Experience
Center at 1-888-270-9371 Monday through Friday, 5:00 am to 6:00 pm, or Saturday 7:00 am to 4:00
pm Pacific Time
 WARRANTY ENHANCEMENT NOTIFICATION – ZE2
Re: <VIN>
Dear Toyota Owner:

At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual efforts
to ensure customer satisfaction, Toyota would like to advise you of an enhancement to portions of your Toyota New
Vehicle Limited Warranty. Toyota has received some reports where vehicles can experience an oil leak or seep
from the Engine Oil Cooler Pipe.

Please Note: Vehicles can exhibit oil leaks due to a variety of reasons which may not be related to the Engine Oil Cooler Pipe. If your
vehicle has an oil leak, Toyota will perform diagnose to determine if it is related to the Engine Oil Cooler Pipe at no charge to you. If
the cause of the oil leak is not related to the Engine Oil Cooler Pipe, additional diagnosis to determine the source of the leak and

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repairs would be your responsibility (refer to your vehicle’s “New Vehicle Limited Warranty” for additional details).

While the majority of vehicles will not experience an oil leak or seep from the Engine Oil Cooler Pipe, to assure you that
we stand behind our product, we are offering the following New Vehicle Warranty Extension:

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What should you do?

Please apply the sticker below to your Owner’s Warranty Information Booklet for future reference.
If you have not experienced the condition described above there is no action necessary at this time.

Warranty Enhancement Program Details

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This Warranty Enhancement Program provides a Primary and Secondary
coverage extension to the vehicle’s “New Vehicle Limited Warranty” for repairs
related to a leaking or seeping Engine Oil Cooler Pipe. If the condition is verified,
the vehicle will be repaired with new Engine Oil Cooler Pipe under the terms of
this Warranty Enhancement Program*. Peel and Stick Label

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onto the Owner’s
• The Primary Coverage offers warranty enhancement until January 31, Warranty Information
2016 with no mileage limitation. Booklet
• After the Primary Coverage period ends, the Secondary Coverage is
applicable for 10 years from the date of first use or 150,000 miles,
whichever occurs first.

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Please note that this coverage is for warranty work performed at an authorized
Toyota dealer only.
This Warranty Enhancement Program is limited to your specific vehicle whose Vehicle Identification Number (VIN) is printed below and is
subject to the same terms and conditions set forth in the New Vehicle Limited Warranty Section of your Owner’s Warranty Information booklet.
For example, damage from abuse, an accident, theft and/or vandalism is not covered by the New Vehicle Limited Warranty or this warranty

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enhancement.
* Please see your Toyota dealer for additional details VIN
#:__________________________
Date of First Use:__________________________

If you experience this condition, please contact any authorized Toyota dealer and make arrangements for diagnosis
and, if applicable, repair.

If you would like to update your vehicle ownership or contact information, please go to www.Toyota.com/#login. You
will need your full 17-digit Vehicle Identification Number (VIN) to input the new information.

If you have previously paid for repairs related to this condition, please mail a copy of your repair order, proof-of-
payment, and proof-of-ownership to the following address for reimbursement consideration:

Toyota Motor Sales, USA, Inc.

Toyota Customer Experience WC10
19001 South Western Avenue
Torrance, CA 90509

*Please refer to the attached Reimbursement Checklist for required documentation details.
We have sent this notice in the interest of your continued satisfaction with our products.
Sincerely,
Toyota Motor Sales, U.S.A., Inc.
 Warranty Enhancement Program
Frequently Asked Questions
ZE2
Q1: Is this a recall?
A1: No. This is not a recall. At Toyota, we are dedicated to providing vehicles of outstanding quality and value.
As part of our continual efforts to ensure customer satisfaction, Toyota is advising you of this Enhancement
to the Warranty Coverage to assure you that we stand behind the product.

Q2: If my vehicle does not have this condition, do I need to make an appointment with my dealership?
A2: No, you do not need to take your vehicle to a dealership unless your vehicle is exhibiting the condition
described in this letter. If you have not experienced this condition, please apply the sticker to your
Owner’s Warranty Information booklet for future reference.

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Q3: Is the Warranty Enhancement Program coverage transferable if I sell my vehicle?
A3 Yes, this Warranty Enhancement coverage is fully transferrable to subsequent vehicle owners for the
condition and terms specified in the notification letter.

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Q4: What should I do if my vehicle has the condition described?
A4: If you experience this condition, please contact any authorized Toyota dealer and make arrangements for
diagnosis and, if applicable, repair.

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Q5: Will Toyota provide an inspection to determine if the Engine Oil Cooler Pipe is Leaking or Seeping?
A5: Toyota will not be providing a proactive inspection for this warranty enhancement program. Toyota
recommends that you perform regularly scheduled maintenance on your vehicle; part of this maintenance
includes inspecting for oil leaks. If you have your vehicle serviced at an authorized Toyota dealership, they
will typically bring to your attention any concerns they may find, such as an oil leak. If you notice signs of oil
leaks from your vehicle, please contact your local authorized Toyota dealer for appropriate diagnosis and

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repair. If the cause of the oil leak or seep is related to the Engine Oil Cooler Pipe, the repair will be
performed under the terms of this warranty enhancement program.

Please Note: Vehicles can exhibit oil leaks due to a variety of reasons which may not be related to the Engine Oil Cooler
Pipe. If your vehicle has an oil leak, Toyota will perform diagnose to determine if it is related to the Engine Oil Cooler Pipe at
no charge to you. If the cause of the oil leak is not related to the Engine Oil Cooler Pipe, additional diagnosis to determine the

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source of the leak and repairs would be your responsibility (refer to your vehicle’s “New Vehicle Limited Warranty” for
additional details).

Q6: How long will the repair take?

A6: If the condition is present on your vehicle, the repair will take approximately 1.5 hours. However, depending

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upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer period of
time.

Q7: What if I have additional questions or concerns?

A7: If you have additional questions or concerns, please contact the Toyota Customer Assistance Center at
1-888-270-9371 Monday through Friday, 5:00 am to 6:00 pm, or Saturday 7:00 am through 4:00 pm Pacific
Time
 * Warranty Enhancement
Reimbursement Checklist

□ Repair Order or Invoice

• Must include the following information
- Mileage on the date that the repair order was created
- Itemized breakdown of labor charges for each repair performed
- Detailed diagnosis statement
□ Proof-of-Payment
• Only the Following Items are Valid Proof-of Payment
- Copy of a cancelled check

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- Copy of a Signed Credit Card Receipt
- Copy of a Credit Card Statement
- (If Paid By Cash) Letter from Repair Facility, on company letterhead, signed by the manager,

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verifying the amount paid by cash
□ Proof-of-Ownership
• Only the following items are Valid Proof-of-Ownership
- Copy of the Bill of Sale
- Copy of the Title

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□ Name, Address and Phone Number printed on all documents

Detailed diagnosis statement must answer the following three questions:

1. Why was the vehicle brought into the repair facility?

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2. What was the repair facility’s diagnosis?
3. What did the repair facility do to correct the concern?

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