ESP TOYOTA VENZA HYBRID 2021 Warranties & Maintenance Guides (in English)

2
TA BL E OF CONTENTS
WARRANTY INFORMATION
INTRODUCTION
Satisfaction Down the Road 4
If You Need Assistance
5
The Immobilizer Key
7
Transportation Assistance
9
YOUR WARRANTIES IN DE TA IL
General Warranty Provisions 10
New Vehicle Limited Warranty
13
Federal Emission Control Warranty
18
California Emission Control Warranty
24
Tire Limited Warranty
30
YOUR RESPONSIBILITIES
Operation and Maintenance 31
Obtaining Warranty Service
33

4Introduction
INTRODUCTION
A
t Toyo t a , our top priority is always
our customers. We know your Toyo t a
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 condent — as you
should be — that your Toyo t a 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 specic 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.
To provide you with added protection
against unexpected service costs, we offer
Toyo t a Financial Services vehicle service
agreements and Toyo t a Auto Care and
Toyo t a Care Plus prepaid maintenance
programs. Each offers plans to meet a
wide variety of needs. Your dealership can
help you select the plan that’s best for you. Our
goal is for every Toyo t a customer to
enjoy outstanding qualit y, dependability
and peace of mind throughout their
ownership experience. We want you to be
a satised member of the Toyo t a family
for many miles to come.
This booklet describes the terms of
Toyo t a 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 is
subject to change without notice.
SATISFACTION DOWN THE ROAD

5Introduction
IF YO U NEED A S SIS TA NCE
INTRODUCTION
B
oth Toyo t a and your Toyo t a dealer
are dedicated to serving your
automotive needs. Your complete
satisfaction is our rst 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
Toyo t a Customer Experience Center
at (800) 331-4331.
Please have the following information
ready when you call:
• Your Toyo t a’s vehicle identification number
(located on the driver’s side corner of the
dashboard, under the windshield)
• Current mileage on your vehicle
• Name of your Toyo t a dealership
A Toyo t a customer relations representative
will assist you in working with the dealership
to nd a satisfactory solution.
Step 3
If your concern has still not been resolved
to your satisfaction, To y o t a 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 48046
To initiate arbitration, you must complete
an NCDS customer claim form and mail it
to NCDS. To request a form, call NCDS
at (800) 777-8119 or obtain a copy at
www.ncdsusa.org. When you call,
please have your vehicle identication
numb er, the current mileage on your
To

yo t a and the names of your selling and
servicing dealerships.

21Yo u r Warranties in Detail
WARRANTY


MAINTENANCE
You are responsible for performance
of the required maintenance indicated
in the Owner’s Manual and this booklet.
Toyo t a 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.


REPLACEMENT PARTS
To ensure optimum performance and
maintain the quality built into your
vehicle’s emission control systems,
Toyo t a recommends the use of Toyo t a
Genuine 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 parts that are not Toyota Genuine
Parts for maintenance and repairs.
However, use of replacement parts
that are not equivalent in quality to
Toyota Genuine 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 Toyo t a Genuine
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
Toyo t a Genuine Parts.
FEDERAL EMISSION CONTROL WARRANTY

25Yo u r Warranties in Detail
WARRANTY

MANUFACTURER’S
WARRANTY COVERAGE
1) For three years or 50,000 miles,
whichever occurs rst:
– If your vehicle fails a smog-check test,
all necessary repairs and adjustments
will be made by Toyo t a to ensure
that your vehicle passes the test.
This is your Emission Control System
PERFORMANCE WARRANTY.
– If an emissions-related part listed on
pages 19 –2 0 is defective, the part
will be repaired or replaced by Toyo t a .
This is your S H O R T-T E R M Emission
Control System DEFECT WARRANTY.
Specic components may have
longer coverage under the terms of
the Powertrain Warranty.
2) For seven years or 70,000 miles,
whichever occurs rst:
– If an emissions-related part listed on
pages 26–27 is defective, the part
will be repaired or replaced by Toyo t a .
This is your LONG-TERM Emission
Control System DEFECT WARRANTY.

OWNER’S WARRANTY
RESPONSIBILITIES
You are responsible for performance of
the required maintenance indicated in the
Owner’s Manual and this booklet. Toyo t a
recommends that you retain all receipts
covering maintenance on your vehicle, but
Toyo t a cannot deny warranty coverage
solely for the lack of receipts or your
failure to ensure the performance of all
scheduled maintenance.
You are responsible for presenting your
vehicle to a Toyo t a dealership as soon as
a problem exists. The warranty repairs
should be completed in a reasonable
amount of time, not to exceed 30 days.
You should also be aware that Toyo t a
may deny you warranty coverage if your
vehicle or a part has failed due to abuse,
neglect, improper maintenance or
unapproved modications.
If you have any questions regarding your
warranty rights and responsibilities, you
should contact the Toyo t a Customer
Experience Center at (800) 331-4331 or
the California Air Resources Board, Mobile
Source Control Division, at 9528 Te l s t a r
Avenue, Suite 4, El Monte, CA 917 31,
(800) 242-4450.
CALIFORNIA EMISSION CONTROL WARRANTY

27Yo u r Warranties in Detail
WARRANTYHybrid System
• Battery control module
(battery voltage sensor)†
• Brake master cylinder for HV
• Hybrid battery†
• Hybrid battery junction block
(including system main relay)
• Hybrid control module (power
management control module)†
• Inverter with converter†
• RR traction motor with transaxle
• Transaxle (including motor and generator)
• Water pump with motor
Other Parts Used in
Systems Listed
• Brake actuator

MAINTENANCE
Yo u are responsible for performance of
the required maintenance indicated in the
Owner’s Manual and this booklet. To y o t a
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.
CALIFORNIA EMISSION CONTROL WARRANTY
† Covered under the Hybrid System Warranty for eight years or 100,000 miles, whichever occurs first, with the exception of
the hybrid battery covered for ten years or 150,000 miles, whichever occurs first.

31Yo u r Responsibilities
WARRANTY
OPERATION AND MAINTENANCE


GENERAL INFORMATION
You are responsible for ensuring that
your Toyo t a is operated and maintained
according to the instructions in the
Owner’s Manual and this booklet.
You should keep detailed records of
vehicle maintenance, since under some
circumstances they may be required for
warranty coverage. These records should
include date of service, mileage at time
of service and a description of service
performed and/or parts installed. For
your convenience, a maintenance log is
included in this booklet. If you sell your
vehicle, you should give your maintenance
records to the new owner.
Toyo t a will not deny a warranty claim
solely because you do not have records
to show that you maintained your vehicle.
However, damage or failure caused by
lack of proper maintenance is not
covered under warranty.

WHERE TO GO
FOR MAINTENANCE
You may have maintenance performed
on your vehicle by any qualied person
or facility. However, Toyo t a recommends
having maintenance performed by an
authorized Toyo t a dealership.
Toyo t a dealership technicians are specially
trained to maintain and repair Toyo t a
vehicles. They stay current on the latest
service information through Toyo t a
technical bulletins, service publications
and training courses. Many are also
certied through the Toyo t a Certication
Program, which involves a series of
rigorous written examinations. Feel free
to ask any Toyo t a dealership to show you
their technicians’ credentials.
You can be condent you’re getting the
best possible service for your vehicle
when you take it to a Toyo t a dealership.

32Yo u r Responsibilities
WARRANTY
OPERATION AND MAINTENANCE


REPLACEMENT PARTS
Warranty coverage is not dependent
upon the use of any particular brand
of replacement parts. However, Toyo t a
recommends using only Toyo t a Genuine
Parts when you need to replace a part
on your vehicle. Like all Toyo t a products,
Toyo t a Genuine Parts are built to the
highest standards of qualit y, durability
and performance. They are also designed
to t your vehicle’s exact specications.
Your Toyo t a dealership maintains an
extensive inventory of Toyo t a Genuine
Parts to meet your vehicle service needs.
And because it is linked electronically to
Toyo t a’s Parts Distribution Centers, the
dealership has quick access to any parts
it may not have in stock.


Toyo t a Genuine Parts are covered by their
own warranty (see your dealer for details)
or the remainder of any applicable New
Vehicle Limited Warranty, whichever is
longer. Parts that are not Toyota Genuine
Parts, or any damage or failures resulting
from their use, are not covered by any
Toyota warranty.

33Yo u r Responsibilities
OBTAINING WARRANTY SERVICE
WARRANTY
BY GEOGRAPHIC REGION
In the United States, U.S.
Territories, Canada and Mexico
To obtain warranty service in the United
States, U.S. territories, Canada or Mexico,
take your vehicle to an authorized Toyo t a
dealership. If your vehicle cannot be
driven, contact your nearest Toyo t a
dealership for towing assistance. You do
not have to pay for towing to the nearest
Toyo t a dealership if your vehicle is inoperable
due to failure of a warranted part.
Outside the United States, U.S.
Territories, Canada and Mexico
If you are using your vehicle outside the
United States, U.S. territories, Canada and
Mexico and need warranty service, contact
a local Toyo t a dealership. Please note,
however, that your vehicle may not be
repaired free of charge because the local
Toyo t a distributor may have no obligation
to provide warranty service for your
vehicle, and/or your vehicle may not
comply with local regulatory or
environmental requirements.
EMERGENCY REPAIRS
If your vehicle is inoperable or unsafe to
drive and there is no Toyo t a dealership
reasonably available to make repairs, you
may perform the repairs yourself or have
them performed by another automotive
service provider. Toyo t a will reimburse you
for any of the repairs that are covered by
warranty. To receive reimbursement,
present to an authorized Toyo t a dealership
your paid repair invoices and any parts
that were removed from the vehicle. You
will be reimbursed for warranted parts at
the manufacturer’s suggested retail price
and warranted labor at a geographically
appropriate hourly rate multiplied by
Toyo t a’s recommended time allowance
for the r ep a ir.
If your vehicle requires emergency r ep a ir,
Toyo t a assumes no liability for subsequent
failures caused by improper repairs or the
use of parts that are not Toyo t a Genuine
Parts unless you have the vehicle properly
repaired in a timely manner. To ensure that
warranty coverage remains intact, have
your vehicle inspected by an authorized
Toyo t a dealership as soon as possible
after an emergency r ep a ir.

35Maintenance Log
MAINTENANCE
MAINTAINING YOUR WARRANTY
IMP OR TA N T MAINTENANCE
INFORMATION
It is especially important to both
routinely check your vehicle’s engine
oil level (once a month) and regularly
replace the engine oil and oil lter
(see the Maintenance Log section of
this booklet to determine how often
you should change your vehicle’s oil
and lter). Failure to do so can cause
oil starvation and/or oil gelling, which
can result in severe damage to your
vehicle and require costly repairs that
are not covered by the New Vehicle
Limited Warranty.
Maintenance Records
Maintaining your vehicle according to
the recommendations in this booklet is
required to ensure that your warranty
coverage remains intact. You should keep
detailed records of vehicle maintenance,
including date of service, mileage at time
of service and a description of service
and/or parts installation performed. The
scheduled maintenance log in this booklet
can help you document this information. If
you sell your vehicle, be sure to give your
maintenance records to the new owner.
Toyo t a will not deny a warranty claim
solely because you do not have records
to show that you maintained your vehicle.
However, damage or failure caused by lack
of proper maintenance is not covered
under warranty.


Maintenance Providers
Maintenance and repair services may be
performed by you or by any automotive
service provider you choose. Toyo t a will
not deny a warranty claim solely because
you used a service provider other than a
Toyo t a dealership for maintenance and
repairs. However, damage or failure
caused by improper maintenance or
repairs is not covered under warranty.
Dealer-Recommended
Maintenance
Your dealer may recommend more
frequent maintenance intervals or more
maintenance services than those listed in
the scheduled maintenance log. These
additional services are not required to
maintain your warranty coverage. Ask
your dealer to explain any recommended
maintenance not included in the scheduled
maintenance log.
For a complete description of Toyo t a
warranty coverages, see the Warranty
Information portion of this booklet.