2021 TOYOTA HIGHLANDER service

1
WELCOME TO THE TOYOTA FAMILY
T
hank 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
recommendations 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. For more information about our vehicles,
our company or the products and services
available for your vehicle, please visit Toyota’s
official website, 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!
19-TCS-14200 TMY21 WMG Highlander.indd 119-TCS-14200 TMY21 WMG Highlander.indd 18/6/20 1:50 AM8/6/20 1:50 AM

2
TABLE OF CONTENTS
WARRANTY INFORMATION
INTRODUCTION
Satisfaction Down the Road 4
I
f You Need Assistance
5
T
he Immobilizer Key
7
T
ransportation Assistance
9
YOUR WARRANTIES IN DETAIL
General Warranty Provisions 10
N
ew Vehicle Limited Warranty
13
F
ederal Emission Control Warranty
17
C
alifornia Emission Control Warranty
23
T
ire Limited Warranty
29
YOUR RESPONSIBILITIES
Operation and Maintenance 30
O
btaining Warranty Service
32
19-TCS-14200 TMY21 WMG Highlander.indd 219-TCS-14200 TMY21 WMG Highlander.indd 28/6/20 1:50 AM8/6/20 1:50 AM

3
TABLE OF CONTENTS
MAINTENANCE INFORMATION
INTRODUCTION
The Importance of Scheduled Maintenance 34
M
aintaining Your Warranty
35
MAINTENANCE LOG
Using the Maintenance Log Charts 36
M
aintenance Log
38
E
xplanation of Maintenance Items
54
V
ehicle Identification
58

FIND IT ONLINE
To update your contact information and vehicle ownership status, please visit
www.toyota.com/recall/update-info-toyota. Your vehicle’s VIN will be
required to start the update process.
You may also enroll to receive the following useful information and benefits at
toyota.com/owners:
• Access to Owner’s Manuals and
Maintenance Guides
• View Your Vehicle’s Service History
• Explore How-to videos and more
19-TCS-14200 TMY21 WMG Highlander.indd 319-TCS-14200 TMY21 WMG Highlander.indd 38/6/20 1:50 AM8/6/20 1:50 AM

4Introduction
INTRODUCTION
A
t 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.
To provide you with added protection
against unexpected service costs, we offer
Toyota Financial Services vehicle service
agreements and Toyota Auto Care and
Toyota 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 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.
This booklet describes 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 is
subject to change without notice.
SATISFACTION DOWN THE ROAD
19-TCS-14200 TMY21 WMG Highlander.indd 419-TCS-14200 TMY21 WMG Highlander.indd 48/6/20 1:50 AM8/6/20 1:50 AM

5Introduction
IF YOU NEED ASSISTANCE
INTRODUCTION
B
oth 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 windshield)
• 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.
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 5152 8 4
Dallas, TX 75251-5284
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 identification
number, the current mileage on your
Toyota and the names of your selling and
servicing dealerships.
19-TCS-14200 TMY21 WMG Highlander.indd 519-TCS-14200 TMY21 WMG Highlander.indd 58/6/20 1:50 AM8/6/20 1:50 AM

7Introduction
INTRODUCTION
THE IMMOBILIZER KEY

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.


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.
19-TCS-14200 TMY21 WMG Highlander.indd 719-TCS-14200 TMY21 WMG Highlander.indd 78/6/20 1:50 AM8/6/20 1:50 AM

8Introduction
INTRODUCTION


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.
THE IMMOBILIZER KEY
19-TCS-14200 TMY21 WMG Highlander.indd 819-TCS-14200 TMY21 WMG Highlander.indd 88/6/20 1:50 AM8/6/20 1:50 AM

9Introduction
INTRODUCTION
W
e 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:
•

T

he warranty repairs will take longer
than one day to complete.
•

T

he warrantable condition requires
extensive diagnosis.
•

T

he parts needed for the warranty
repairs are not readily available and
your vehicle is inoperative or unsafe
to drive. 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
2021 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.
TRANSPORTATION ASSISTANCE
19-TCS-14200 TMY21 WMG Highlander.indd 919-TCS-14200 TMY21 WMG Highlander.indd 98/6/20 1:50 AM8/6/20 1:50 AM