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Toyota Complimentary Maintenace Program (Q&A)

Introducing the 'Toyota Complimentary Maintenance Program' (TCMP) - REVISED

Question and Answer:
1)What Toyota vehicles are eligible for this program?

The TCMP applies to all new 2009, 2010 and 2011 model year Toyota vehicles distributed for sale in Canada, registered with TCI on or after January 5, 2010 until March 1, 2010 (excluding Daily Rental Sale code J and Land Cruiser cab and chassis vehicles).
2)What is covered?

All items listed as set out in the Factory Recommended Maintenance Schedule outlined in the Owner's Manual Supplement under the headings Regular Maintenance Service and Specific Maintenance Services. The program does not cover the additional maintenance required for Special Operating Conditions.

The program accompanies each specific model for up to 2 years or 48,000 kilometers whichever occurs first. The Program is in effect commencing on the original warranty registration date and terminates upon the vehicle reaching the earlier of either the 2 years or the 48,000 kms.
During the vehicle registration process, dealers must select "Delivery to Customer - YES" in order for vehicles to be eligible for TCMP.

TCI Demo's registered as Sale Type "C" then sold to dealerships on or after December 1st, 2009 to March 1st, 2010 do qualify for the Toyota Complimentary Maintenance Program. The vehicle will be deemed eligible as determined by the date and sales type of the OICC to the final customer (must be within the program period of January 5th, 2010 to March 1st, 2010) for the remainder of 2 years or 48,000 kilometers from the original warranty registration date. Please communicate the VIN and customer name to your Area Sales Manager (ASM) when the unit is sold and the OICC has been processed.

Dealership Demo's registered as Sale Type "C" do qualify for the Toyota Complimentary Maintenance Program upon the unit being sold and the OICC processed on or after January 5th, 2010 to March 1st, 2010. The vehicle will be deemed eligible as determined by the date and sales type of the second registration for the remainder of 2 years or 48,000 kilometers from the original warranty registration date.

Services must be completed prior to the expiration of the program by either time or mileage.

The program covers oil changes using conventional oil. Toyota 0W20 can be offered to the customer at an additional charge.

The program will cover 0w20 oil changes on those 2011 models where it is mandatory.

The program also covers up to 2 tire rotations and 1 engine air filter as required during the covered maintenance period.

The Toyota customer is responsible for any other repairs necessary to maintain the vehicle under the warranty requirements.

The dealer may recommend additional services that are not part of the factory recommended maintenance. The TCMP program will only cover maintenance requirements as specified in the Owners Manual Supplement sections detailed above.
3)Is the TCMP transferable?

Yes, the TCMP is registered against the specific Toyota vehicle VIN (Vehicle Identification Number) and transfers with the vehicle.

In other words, it stays with the vehicle, not with the customer.
4)Will the Toyota customer receive documentation pertaining to the TCMP from Toyota Canada?

All information pertaining to the details of the TCMP will be communicated to the Toyota Customer via the TCMP Certificate (sent to each customer after vehicle delivery), marketing brochure, or on the toyota.ca website.
5)Where can this service be performed?

The maintenance services within the TCMP can be performed at any authorized Canadian Toyota Dealership. A Toyota Customer who is traveling outside of Canada may have the maintenance service performed at a US Toyota Dealership only. The Customer will be required to pay for such servicing and to seek reimbursement for the servicing from any Canadian Toyota Dealer.
6)How does a Toyota Dealer claim for maintenance services under the TCMP?

Claims are submitted electronically via the ECP On-line system in the same manner as a Toyota ECP claim. A Warranty Bulletin will be issued to outline the specific instructions for the program.

All claims must be processed within 90 days of expiration of the program (by May 31st, 2012).
7)How will labour rate and parts pricing be calculated?

The Program will pay Dealers based on the Dealer's ECP Claims reimbursement policy. (Lube service , tire rotation at ECP reimbursement rates, Mechanical Services and engine air filter replacement at dealer ECP labour rate and flat rate times with parts at suggested list prices) Details will be provided in a Warranty Administration Bulletin.
8)What labour operation codes are to be used and where can they be found?

The labour operation codes will be posted on INFOSTREAM under the heading section of "Toyota ECP Claims Bulletins" and is entitled Toyota Complimentary Maintenance Program Claims Bulletins.
9)Does the reimbursement calculation include shop supplies and environmental charges?

Yes the shop supplies and environmental levies have been included in the reimbursement calculations.
10)What happens with service items that are "as required" in the maintenance schedule?

The program will cover up to 2 tire rotations and 1 engine air filter if required during the program period.
11)What if the Customer wants to upgrade to synthetic oil changes?

The Program only covers conventional oil changes at the maintenance intervals set out in the Factory Recommended Maintenance Schedule which accompanies the specific Toyota model. The Customer will be responsible to pay the difference between the cost of a conventional oil change and a Toyota 0W-20 (synthetic) oil change. The program will cover 0w20 oil changes on those 2011 models where it is mandatory.
12)Will ECP be adjusting prices on new vehicle agreements?

No, pricing will remain the same but the Customer will now have up to 4 years and 80,000 kilometers to use their 4 ECP oil changes. The 4 ECP oil changes used after the 2 year/48,000 TCMP program will bring the customer back for up to 4 years of oil changes at your dealership.

This is an excellent value for your ECP customers and will strengthen both your ECP presentation and your customer retention!
13)Can a Customer claim for reimbursement of a TCMP maintenance service if it is performed by a non-Canadian Toyota Dealer?

A Toyota Customer that may be traveling outside of Canada may have their maintenance service performed at a Toyota Dealership only. Reimbursement for such maintenance servicing will be made based upon the Canadian Factory Recommended Maintenance Schedule. In other words, a customer will only be reimbursed for servicing set out in the Factory Recommended Maintenance Schedule and at the rates specified in the TCMP program. Dealers should utilize the ECP Claims reimbursement policy to process TCMP claims.
14)Where can a Customer go for reimbursement of maintenance service received from a non-Canadian Toyota Dealer (e.g. for maintenance service received outside Canada).

A Canadian Toyota Customer may go to any Canadian Toyota Dealership for reimbursement of servicing obtained outside Canada. The Customer must provide proof of maintenance service (e.g. the invoice or repair order) from the US Toyota Dealership outlining the type of servicing received. The service costs will be reimbursed at the rates established for the TCMP program only.
Toyota reserves the right to extend, change or terminate the Toyota Complimentary Maintenance Program (TCMP) at any time in line with the normal monthly program announcement.