NHTSA Complaint #11599876 — 2014 TOYOTA RAV4

In reference to Toyota Motor North America - Customer Support Program ZKG. My Toyota vehicle has experienced paint peeling on the exterior metal body panels. I have applied to receive coverage from Toyota for the paint peeling as part of the ZKG Program. Toyota has denied my request for coverage and did not provide me with notice of the ZKG Program. The paint color of my vehicle is the original factory applied Blizzard Pearl (070) paint color. The vehicle experienced noticeable paint peeling around 9.5-10 years past the Date of First Use of the vehicle. I reported the paint peeling to my local Toyota dealer service center around two (2) weeks after the car was ten (10) years past the Date of First Use. Because the ZKG program coverage had expired by the time I had reported the paint peeling, the Toyota dealer service center referred me to the Toyota Brand Engagement Center. The Toyota Brand Engagement Center denied my request for coverage because the vehicle was reported shortly after the Duration of Coverage. I did not receive notice of the Customer Support Program ZKG from Toyota. I became the owner of this vehicle in the same year that the program notification was sent out. The paint peeling did not start until very close to time of coverage expiration for my vehicle. I was unaware that I would be required to report the paint peeling issue to Toyota by a certain date as I was never made aware of the Customer Support Program ZKG from Toyota.