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www.toyota.com
Printed in U.S.A. 11/11
11-TCS-0487700505-12WMG-RAV4
RAV4
2 0 1 2WARRANTY & MAINTENANCE GUIDE
Welcome to the Toyota Family
2012 (RAV)
2012 (RAV)
For more information about our vehicles, our company or the products and services available for your vehicle, please visit Toyota’s official Web site, www.toyota.com.
We wish you many miles of safe and pleasurable driving, and we look forward to serving you in the years ahead. Welcome to the Toyota family!
Thank you for purchasing a Toyota
vehicle. We know you have many options when considering which vehicle to buy, and we appreciate your decision to select Toyota.
We want you to enjoy owning your Toyota as much as you enjoy driving it. This booklet is designed to help. Here you’ll find information on Toyota’s warranty coverage and maintenance recommenda- tions for your vehicle. There are two easy-to-follow sections: one for warranty and one for maintenance. The tab on the side of each page identifies the section you are in.
Table of Contents
WARRANTY INFORMATION
Introduction
Satisfaction Down the Road The Immobilizer Key Transportation Assistance If You Need Assistance Warranty Coverage at a Glance
Your Warranties in Detail General Warranty Provisions New Vehicle Limited Warranty Federal Emission Control Warranty California Emission Control Warranty Tire Limited Warranty
Your Responsibilities Operation and Maintenance Obtaining Warranty Service
10
11
12
16
22
2829
31MAINTENANCE INFORMATION
Introduction The Importance of Scheduled Maintenance Maintaining Your Warranty
Maintenance Log Using the Maintenance Log Charts Maintenance Log Explanation of Maintenance Items Vehicle Identification
Table of Contents
32
3334
36
52
55Satisfaction Down the Road
Our goal is for every Toyota customer to enjoy outstanding quality, dependability and peace of mind throughout their ownership experience. We want you to be a satisfied member of the Toyota family for many miles to come.
Pages 5–31 of this booklet describe the terms of Toyota warranty coverage as well as general owner responsibilities. The scheduled maintenance section describes your vehicle’s maintenance requirements. Be sure to review this information carefully, since proper maintenance is required to ensure that warranty coverage remains intact.
All information in this booklet is the latest available at the time of publication and, with the exception of the emission control warranties, is subject to change without notice.
At Toyota, our top priority is always
our customers. We know your Toyota is an important part of your life and something you depend on every day. That’s why we’re dedicated to building products of the highest quality and reliability.
Our excellent warranty coverage is evidence that we stand behind the quality of our vehicles. We’re confident — as you should be — that your Toyota will provide you with many years of enjoyable driving.
To further demonstrate our commitment to our customers’ satisfaction, occasionally we may establish a special policy adjustment to pay for specific repairs that are no longer covered by warranty. When we establish such a policy adjustment, we mail details to all applicable owners we have on record. That’s why it’s important to send in the card at the back of this booklet if you change your address or if you’ve purchased this vehicle from a previous owner.
To provide you with added protection against unexpected service costs, we offer Toyota Extra Care vehicle service agreements and Toyota Auto Care pre-paid maintenance programs. Both offer plans to meet a wide variety of needs. Your dealership can help you select the plan that’s best for you.
4 Introduction
The Immobilizer Key
SECURITY For security purposes, access to key codes and service procedures for electronically registering replacement keys is restricted. Only a Toyota dealer or certain bonded/registered independent locksmiths can generate replacement keys.
THE NEW WORLD OF ANTI-THEFT TECHNOLOGY This Toyota vehicle may be equipped with an electronic “immobilizer” anti-theft system. When the key is inserted into the ignition switch it transmits an electronic code to an immobilizer computer. The engine will only start if the code in the key matches the code in the immobilizer. If the code does not match, the immobilizer disables the ignition and fuel systems. While an exact physical copy of the key will open the door and allow retrieval of items locked in the vehicle, it won’t start the vehicle unless the key has the same code as the immobilizer.
Introduction 5
The Immobilizer Key
REPLACING THE KEY Upon purchase, each vehicle should have two master keys and an aluminum tag with a key-code imprinted on it.
To generate a fully functional replacement key (one that will both open the doors and start the engine), one of the master keys is required. To make a key that will open the door for retrieval of items locked inside the vehicle, the aluminum key-code tag can be used. If a master key or the aluminum key-code tag is not available, a Toyota dealer or certain registered locksmiths can obtain the key code from a restricted-access database. These businesses can also access a service utility to reprogram the immobilizer if all registered master keys have been lost. If a Toyota dealer is not available, please refer to www.aloa.org to find a bonded/registered locksmith who performs high security key service.
KEEPING THE KEY SAFE Replacing an immobilizer key may be costly. It is advisable to keep a spare master key and the aluminum key-code tag in a safe place. If you record the key-code in more than one place, do not record it in a way that can be easily identified and associated with the vehicle. It is wise to keep a copy of the key-code outside of the vehicle.
If the vehicle was delivered with less than two keys and the aluminum key-code tag, consider having the Toyota dealer or a qualified independent automotive locksmith make a duplicate key before you need it.
6 Introduction
We realize that your confidence in
the quality and reliability of our products was a key factor in your decision to buy a Toyota. We also know how disruptive the loss of transportation can be to your daily routine. That’s why we’re pleased to offer you the benefits of our Transportation Assistance Policy.
Under this policy, you are eligible for transportation assistance if your Toyota must be kept overnight for warranty-covered repairs. The policy applies when your vehicle must be kept overnight for any of the following reasons: • The warranty repairs will take longer • The warrantable condition requires • The parts needed for the warranty repairs are not readily available and your vehicle is inoperative or unsafe to drive.
than one day to complete.
extensive diagnosis.
Transportation Assistance
The policy does not apply when warranty repairs can be completed in one day but the vehicle must be kept overnight due to dealer or owner scheduling conflicts.
The Transportation Assistance Policy applies for the duration of the New Vehicle Limited Warranty. The policy applies to all 2012 model-year Toyotas sold and serviced by authorized Toyota dealerships in the mainland United States and Alaska.
For further details, please consult your Toyota dealer.
Introduction 7
Step 3
If your concern has still not been resolved to your satisfaction, Toyota offers additional assistance through the Dispute Settlement Program, a dispute resolution program administered by the National Center for Dispute Settlement. The purpose of the Dispute Settlement Program is to resolve disputes through arbitration — a process by which two parties authorize an independent third party to hear and resolve a dispute. The program is informal and free of charge. To request that your case be reviewed through the program, complete the customer claim form in the Owner’s Warranty Rights Notification booklet (found in your glove box) and mail it to:National Center for Dispute Settlement P.O. Box 688
Mt. Clemens, MI 48046If you would like to request a customer claim form, call the Toyota Customer Experience Center at (800) 331-4331. When you call, please have your vehicle identification number, the current mileage on your Toyota and the names of your selling and servicing dealerships.
If You Need Assistance
Both Toyota and your Toyota dealer
are dedicated to serving your automotive needs. Your complete
satisfaction is our first priority. Should you have a problem or concern — either during or after the warranty period — please take the following steps to ensure the quickest possible response: Step 1
Discuss the situation with a dealership manager, such as the service manager or customer relations manager. In most cases, a satisfactory solution can be reached at this step. Step 2
If the dealership does not address your concern to your satisfaction, call the Toyota Customer Experience Center at (800) 331-4331.Please have the following information ready when you call: • Your Toyota’s vehicle identification number (located on the driver’s side corner of the dashboard, under the window)
• Current mileage on your vehicle • Name of your Toyota dealership A Toyota customer relations representative will assist you in working with the dealership to find a satisfactory solution.
8 Introduction
If You Need Assistance
This information about the Dispute Settlement Programs is correct as of the date of printing. However, the programs may be changed without notice. For the most current information about the programs, call the Toyota Customer Experience Center at (800) 331-4331.
California residents: Toyota offers you assistance through an arbitration program called the California Dispute Settlement Program (CDSP). A brochure about the program is found in your glove box. For additional information, call the Toyota Customer Experience Center at (800) 331-4331. You may also contact the CDSP directly at (888) 300-6237. Failure to use the CDSP may affect your rights and remedies under California’s “Lemon Laws.”
Important: You must use the Dispute Settlement Program (or, in California, the CDSP) before seeking remedies through a court action pursuant to the Magnuson-Moss Warranty Act. You may also be required to use the Dispute Settlement Program or CDSP before seeking remedies under the “Lemon Laws” of your state. Please check the appropriate page of the Owner’s Warranty Rights Notification booklet for the requirements applicable to your state.
Introduction 9
Warranty Coverage at a Glance
10 Introduction
General Warranty Provisions
Who Is the Warrantor The warrantor for these limited warranties is Toyota Motor Sales, U.S.A., Inc. (“Toyota”), 19001 South Western Avenue, Torrance, California 90509-2991, a California corporation. Which Vehicles Are Covered These warranties apply to all 2012 model year RAV4 vehicles distributed by Toyota that are originally sold by an authorized dealer in the United States and normally operated or touring in the United States, U.S. territories or Canada. Warranty coverage is automatically transferred at no cost to subsequent vehicle owners. Multiple Warranty Conditions This booklet contains warranty terms and conditions that may vary depending on the part covered. A warranty for specific parts or systems, such as the Powertrain Warranty or Emission Performance Warranty, is governed by the coverage set forth in that warranty as well as the General Warranty Provisions. When Warranty Begins The warranty period begins on the vehicle’s in-service date, which is the first date the vehicle is either delivered to an ultimate purchaser, leased, or used as a company car or demonstrator.
Repairs Made at No Charge Repairs and adjustments covered by these warranties are made at no charge for parts and labor. Parts Replacement Any needed parts replacement will be made using new or remanufactured parts. The decision whether a part should be repaired or replaced will be made by the servicing Toyota dealership and/or Toyota. Parts scheduled to be replaced as required maintenance are warranted until their first replacement only. Limitations The performance of necessary repairs and adjustments is the exclusive remedy under these warranties or any implied warranties. Toyota does not authorize any person to create for it any other obligation or liability in connection with this vehicle.
Any implied warranty of merchantability or fitness for a particular purpose is limited to the duration of these written warranties. Some states do not allow restrictions on how long an implied warranty lasts, so this limitation may not apply to you. Your Rights Under State Law These warranties give you specific legal rights. You may also have other rights that vary from state to state.
Your Warranties in Detail 11
New Vehicle Limited Warranty
Transmission and Transaxle
Case and all internal parts, torque converter, clutch cover, transmission mounts, transfer case and all internal parts, engine control computer, seals and gaskets.
Front-Wheel-Drive System
Final drive housing and all internal parts, axle shafts, drive shafts, constant velocity joints, front hub and bearings, seals and gaskets.
Rear-Wheel-Drive System
Axle housing and all internal parts, propeller shafts, U-joints, axle shafts, drive shafts, bearings, supports, seals and gaskets. Restraint Systems Warranty This warranty covers repairs needed to correct defects in materials or workmanship of any seatbelt or air bag system supplied by Toyota, subject to the exceptions indicated under “What Is Not Covered” on pages 13-14.
Coverage is for 60 months or 60,000 miles, whichever occurs first.
For vehicles sold and registered in the state of Kansas, the warranty for seatbelts and related components is 10 years, regardless of mileage.
WHAT IS COVERED AND HOW LONG Basic Warranty This warranty covers repairs and adjustments needed to correct defects in materials or workmanship of any part supplied by Toyota, subject to the exceptions indicated under “What Is Not Covered” on pages 13-14.
Coverage is for 36 months or 36,000 miles, whichever occurs first, with the exception of wheel alignment and wheel balancing, which are covered for 12 months or 20,000 miles, whichever occurs first. Powertrain Warranty This warranty covers repairs needed to correct defects in materials or workmanship of any component listed below and in the next column and supplied by Toyota, subject to the exceptions indicated under “What Is Not Covered” on pages 13-14.
Coverage is for 60 months or 60,000 miles, whichever occurs first.
Engine
Cylinder block and head and all internal parts, timing gears and gaskets, timing chain/belt and cover, flywheel, valve covers, oil pan, oil pump, engine mounts, turbocharger housing and all internal parts, supercharger housing and all internal parts, engine control computer, water pump, fuel pump, seals and gaskets.
12 Your Warranties in Detail
New Vehicle Limited Warranty
Corrosion Perforation Warranty This warranty covers repair or replacement of any original body panel that develops perforation from corrosion (rust-through), subject to the exceptions indicated under “What Is Not Covered” on pages 13-14.
Coverage is for 60 months, regardless of mileage.
For information on how to protect your vehicle from corrosion, see the section entitled “Corrosion Prevention and Appearance Care” in the Owner’s Manual. Towing When your vehicle is inoperable due to failure of a warranted part, towing service to the nearest authorized Toyota dealership is covered.
Parts
overloading
WHAT IS NOT COVERED This warranty does not cover damage or failures resulting directly or indirectly from any of the following: • Fire, accidents or theft • Abuse or negligence • Misuse — for example, racing or • Improper repairs • Alteration or tampering, including installation of non-Genuine Toyota Accessories • Lack of or improper maintenance, including use of fluids other than those specified in the Owner’s Manual • Installation of non-Genuine Toyota • Airborne chemicals, tree sap, road debris (including stone chips), rail dust, salt, hail, floods, wind storms, lightning and other environmental conditions
• Water contamination This warranty also does not cover the following: Tires Tires are covered by a separate warranty provided by the tire manufacturer. See page 28. Normal Wear and Tear Noise, vibration, cosmetic conditions and other deterioration caused by normal wear and tear.
Your Warranties in Detail 13
New Vehicle Limited Warranty
Maintenance Expense Normal maintenance services such as: • Engine tune-ups • Replacement of fluids and filters • Lubrication • Cleaning and polishing • Replacement of spark plugs and fuses • Replacement of worn wiper blades, brake pads/linings and clutch linings
Vehicles With Altered Odometer Failure of a vehicle on which the odometer has been altered so that actual vehicle mileage cannot be readily determined. Salvage or Total-Loss Vehicles Any vehicle that has ever been issued a “salvage” title or similar title under any state’s law; or has ever been declared a “total loss” or equivalent by a financial institution or insurer, such as by payment for a claim in lieu of repairs because the cost of repairs exceeded the cash value of the vehicle. This exclusion does not apply to the emission control warranties.
Incidental Damages Incidental or consequential damages associated with a vehicle failure. Such damages include but are not limited to inconvenience; the cost of transportation, telephone calls and lodging; the loss of personal or commercial property; and the loss of pay or revenue.
Disclaimer of Extra Expenses and Damages The performance of necessary repairs and adjustments is the exclusive remedy under this warranty or any implied warranty. Toyota does not authorize any person to create for it any other obligation or liability in connection with this vehicle. Toyota shall not be liable for incidental or consequential damages resulting from breach of this written warranty or any implied warranty. Any implied warranty of merchantability or fitness for a particular purpose is limited to the duration of this written warranty, except in states where this limitation is not allowed.
14 Your Warranties in Detail
New Vehicle Limited Warranty
DISPUTE RESOLUTION If a dispute arises regarding your warranty coverage, please follow the steps described under “If You Need Assistance” on pages 8-9. Please note that you must use the Dispute Settlement Program (or, in California, the CDSP) before seeking remedies through a court action pursuant to the Magnuson-Moss Warranty Act. You may also be required to use the Dispute Settlement Program or CDSP before seeking remedies under the “Lemon Laws” of your state. Please check the appropriate page of the Owner’s Warranty Rights Notification booklet (located in your glove box) for the requirements applicable to your state.
Your Warranties in Detail 15
Federal Emission Control Warranty
Emission Performance Warranty Some states and localities have established vehicle inspection and maintenance (I/M) programs to encourage proper vehicle maintenance. If an EPA-approved I/M program is in force in your area, you are eligible for Emission Performance Warranty coverage.
Under the terms of the Emission Performance Warranty and federal regulations, Toyota will make all necessary repairs if both of the following occur: • Your vehicle fails to meet applicable emissions standards as determined by an EPA-approved emissions test. • This failure results or will result in
some penalty to you — such as a fine or denial of the right to use your vehicle — under local, state or federal law.
This warranty is in effect for two years or 24,000 miles from the vehicle’s in-service date, whichever occurs first. Additionally, components marked “8/80” in the parts list on pages 17–18 have coverage of eight years or 80,000 miles, whichever occurs first.
WHAT IS COVERED AND HOW LONG Emission Defect Warranty Toyota warrants that your vehicle: • Was designed, built and equipped to
conform at the time of sale with applicable federal emissions standards.
• Is free from defects in materials and
workmanship that may cause the vehicle to fail to meet these standards.
Federal regulations require that this warranty be in effect for two years or 24,000 miles from the vehicle’s in-service date, whichever occurs first. However, under the terms of the Basic Warranty, Toyota provides coverage of three years or 36,000 miles, whichever occurs first. Specific components may have longer coverage under the terms of the Powertrain Warranty. Additionally, components marked “8/80” in the parts list on pages 17–18 have coverage of eight years or 80,000 miles, whichever occurs first.
16 Your Warranties in Detail
Federal Emission Control Warranty
WHAT IS NOT COVERED These warranty obligations do not apply to failures or noncompliance caused by: • The use of replacement parts not
certified in accordance with aftermarket parts certification regulations.
• The use of replacement parts not equivalent in quality or design to original equipment parts.
Provisions under the “What Is Not Covered” section of the New Vehicle Limited Warranty also apply to this warranty.
WARRANTY PARTS LIST Air Conditioning System • Compressor • Condenser • Evaporator • Associated Parts Air/Fuel Metering System • Air/fuel ratio feedback control system • Cold-start enrichment system • Deceleration control system • Electronic fuel injection system
components – Airflow sensor – Engine control module (8/80) – Throttle body – Other components
Air Induction System • Intake manifold and intake air surge
tank
(8/80)
Catalyst System • Catalytic converter and protector • Constricted fuel filler neck • Exhaust manifold • Exhaust pipe (manifold to catalyst
and/or catalyst to catalyst)
Evaporative Control System • Charcoal canister • Diaphragm valve • Fuel filler cap • Fuel tank • Vapor liquid separator
8/80 = Covered for eight years or 80,000 miles, whichever occurs first.
Your Warranties in Detail 17
Federal Emission Control Warranty
MAINTENANCE You are responsible for performance of the required maintenance indicated in the Owner’s Manual and this booklet. Toyota will not deny a warranty claim solely because you do not have records to show that you maintained your vehicle. However, any failure or noncompliance caused by lack of maintenance is not covered by this warranty.
When maintenance and repairs are paid for by you, these services may be performed by you or by any automotive service provider you choose. Toyota will not deny a warranty claim solely because you used a service provider other than a Toyota dealership for maintenance and repairs. However, any failure or noncompliance caused by improper maintenance or repairs is not covered by this warranty.
Exhaust Gas Recirculation (EGR) System • EGR gas temperature sensor • EGR valve • Associated parts Ignition System • Distributor and internal parts • Ignition coil and ignitor • Ignition wires • Spark plugs* Positive Crankcase Ventilation (PCV) System • Oil filler cap • PCV valve or orifice Other Parts Used in Above Systems • Data link connector (8/80) • Hoses, clamps, fittings, tubing and • Malfunction indicator light and bulb • Pulleys, belts and idlers • Sealing gaskets and devices • Sensors, solenoids, switches and
mounting hardware
(8/80)
valves
* Warranted until first required maintenance under terms of the California Emission Control Warranty. 8/80 = Covered for eight years or 80,000 miles, whichever occurs first. 18 Your Warranties in Detail
Federal Emission Control Warranty
REPLACEMENT PARTS To ensure optimum performance and maintain the quality built into your vehicle’s emission control systems, Toyota recommends the use of Genuine Toyota Parts when servicing or repairing the systems.
Warranty coverage is not dependent upon the use of any particular brand of replacement parts and you may elect to use non-Genuine Toyota Parts for maintenance and repairs. However, use of replacement parts that are not equivalent in quality to Genuine Toyota Parts may impair the effectiveness of the emission control systems.
If you use replacement parts that have maintenance or replacement schedules different from those of Genuine Toyota Parts, you must follow the maintenance and replacement schedules for the parts you are using. In addition, you should ensure that such parts are warranted by their manufacturers to be equivalent to Genuine Toyota Parts.
IF YOUR VEHICLE FAILS AN EMISSIONS TEST If your vehicle fails an EPA-approved emissions test, you may make a claim under the Emission Performance Warranty. To do so, take your vehicle to an authorized Toyota dealership and present a
