Warranty And Services Guide - Lexus

OT H E R B E N E F I T SYou may have noticed a few miles onthe odometer when you took deliveryof your Lexus. This mileage is a resultof the comprehensive process used toensure the quality of your vehicle. Thisprocess includes extensive inspections during and after production. Thefinal inspection takes place at the selling dealership and includes a roadtest conducted by a trained Lexustechnician.If you’d like to know more aboutLexus quality-control procedures, aska Lexus dealership service consultant.Vehicle Service HistoryWhen you have your vehicle servicedat a Lexus dealership, your serviceinformation is recorded in the LexusNational Service History database.This is the first database of its kind inthe automotive industry. It can beA S S I S TA N C Eaccessed by any Lexus dealership inthe United States — a great convenience if you relocate or need to haveyour vehicle serviced while traveling.AMENITIESQuality ControlANDVehicle Service AgreementsIf you plan to keep your vehicle forseveral years or if you accumulatemileage quickly, you may want to purchase a Lexus vehicle service agreement. These agreements cover thecost of specific repairs beyond thefactory warranty period. They alsocover services such as towing, substitute transportation and lodging tominimize your inconvenience shouldyour vehicle require repair. Lexusvehicle service agreements are available with a variety of coverageoptions. A Lexus dealership salesconsultant can help you select theplan that’s best for you.Other Benefits and Assistance7

AMENITIESOT H E R B E N E F I T SANDAdditional KeysIf you require additional keys, call orvisit an authorized Lexus dealership.You will need to provide the dealership with your vehicle’s key code(found on the key number plate provided with your original set of keys).In most cases, new keys can be readywithin five business days.Collision RepairsIf you’re involved in a collision, youwant your vehicle to be returned toits pre-accident condition whenrepaired. That’s why it is important tomake sure repairs are made only withGenuine Lexus Parts. Some repairshops and insurance companies maysuggest using imitation or salvagedparts to save money. However, theseparts do not meet Lexus’ high standards for quality, fit and corrosionresistance. In addition, imitation andsalvaged parts (and any damage orfailures they may cause) are not covered by any Lexus warranty.8Other Benefits and AssistanceA S S I S TA N C EThe best way to ensure that your vehicle is repaired with Genuine LexusParts is to take it to a Lexus dealership. Each dealership works withselected collision repair centers thatmeet Lexus’ strict requirements fortraining, equipment, quality and customer satisfaction. These repair centers use Genuine Lexus Parts exclusively in the repair of Lexus vehicles.

I F YOU N EED A SSISTANCEBoth Lexus and your Lexus dealer arededicated to serving your automotiveneeds. Your complete satisfaction isour first priority. Should you have aproblem or concern, please take thefollowing steps to ensure the quickestpossible response:You may also write to us at:Lexus Customer SatisfactionDepartmentP.O. Box 2991Torrance, CA 90509-2991Whether calling or writing, pleaseprovide the following information:WARRANTYStep 1Discuss the situation with a dealershipmanager, such as the service manager or customer satisfaction manager.If necessary, ask the dealership owneror general manager for assistance. Inmost cases, a satisfactory solution canbe reached at this step.Step 2If the dealership does not addressyour concern to your satisfaction, callthe Lexus Customer SatisfactionDepartment at (800) 25-LEXUS(800/255-3987). In Canada, call(800) 26-LEXUS (800/265-3987).In Mexico, call 95-1-310-328-2075.If you are hearing- or speechimpaired, call (800) 443-4999(TDD). Vehicle identification number(located on the driver’s side corner of the dashboard, under thewindow) Current vehicle mileage Name of your selling and servicing Lexus dealerships Your day and evening telephonenumbersIntroduction9

I F YOU N EED A SSISTANCEStep 3If your concern has still not beenresolved to your satisfaction, Lexusoffers additional assistance through:WARRANTYNational Center for DisputeSettlement (NCDS)P.O. Box 457Mt. Clemens, MI 48046(866) 272-4872Important: You must use NCDS priorto exercising rights or seeking remedies available to you through a courtaction pursuant to the MagnusonMoss Warranty Act. In addition, youmust use NCDS if you are required todo so prior to exercising certain rightsor seeking certain remedies availableunder the Lemon Laws of your state.See the Lemon Law Guide for specificrequirements applicable in your state.However, if your state law permits andif you choose to exercise rights andseek remedies that are not created bythe Act, you need not use NCDS.10IntroductionNCDS ArbitrationWhat is the Dispute SettlementProgram?This program consists of local NCDSprofessionals who are trained andexperienced in arbitration. The arbitrator(s) appointed by NCDS willarbitrate your case by reviewing thefacts you present; having the vehicleinspected, if necessary; and promptlyrendering a fair and equitable decision.How much will it cost?The service is provided at no costto you. It is part of Lexus’ effort topromptly and equitably resolve yourconcerns. The decision-maker is animpartial third party. The decision ofthe arbitrator(s) is binding on Lexusbut not on you.

I F YOU N EED A SSISTANCEHow long is the arbitrationprocess?The entire process — from the timeNCDS receives your request for arbitration to the arbitrator’s decision —is designed to take no more than 40days. A decision may be delayed if: You fail to provide certain information required by NCDS. You fail to make your vehicleavailable for inspection byNCDS in a timely manner (ifan inspection is required).How do I request arbitration?To initiate arbitration, you must complete an NCDS customer claim formand mail it to NCDS. A claim formis included in the Lemon Law Guidelocated in your vehicle, or you mayrequest a form by calling NCDS at(866) 272-4872. When you call,please have ready your vehicle identification number (VIN), the names ofyour selling and servicing dealerships,and the current mileage on yourLexus.IntroductionWARRANTYWhat types of disputesare eligible?NCDS resolves disputes involvingLexus product reliability and warrantyperformance that arise during thegreater of 1) four years or 50,000miles from the vehicle’s in-servicedate, whichever is earlier; or 2) theapplicable provision of the Lexus NewVehicle Limited Warranty. However,NCDS will not arbitrate 1) claimsinvolving a vehicle used primarily forcommercial purposes unless theLemon Laws of your state cover vehicles used for commercial purposes;or 2) claims that an air bag failed todeploy or deployed when it shouldnot have; or 3) disputes regardingfires and/or accidents and/or theft.Since there are other additionalexclusions, please contact NCDSfor further information on eligibilityguidelines. You must file a requestfor arbitration with NCDS within sixmonths of the expiration of the eligibility period, provided the concernor alleged defect was brought to theattention of Lexus or one of its dealersduring the eligibility period.11

I F Y O U N E E D A S S I S TA N C EIn addition to completing the customer claim form, please provideNCDS with the following information: Vehicle year, make, model, VIN,mileage and date of purchase. A brief description of your complaint and the actions you havetaken to resolve it.WARRANTY What action or remedy youbelieve would resolve yourproblem.If you are seeking reimbursement forrepairs or incidental expenses, pleaseprovide copies of applicable receipts.Send your request to:National Center for Dispute SettlementP.O. Box 457Mt. Clemens, MI 48046Upon receipt of your request, NCDSwill contact you regarding the statusof your case and supply you withadditional details about the program.How does the arbitrationprocess work?When NCDS receives your request,it will be forwarded to the Lexus areaoffice for response.After analyzing all information pertaining to your case, NCDS mayschedule a technical inspection.This may include an inspection of thevehicle by an independent technicalexpert with a Lexus representativepresent. The technical expert will forward his or her evaluation to NCDS.An oral hearing will be held prior toa decision being rendered. At thishearing, all relevant evidence isadmissible. You and a Lexus representative will present both sides ofthe case to the NCDS arbitrator(s).You will each be given an equalopportunity to give testimony andprovide documents. Then you willeach be given an opportunity forrebuttal. After considering all testimony and documents, the arbitrator(s)will review the applicable legal standards and render a decision within10 days.A settlement satisfactory to all partiesmay be negotiated at any time duringthe process.12Introduction

I F Y O U N E E D A S S I S TA N C EWhat types of decisions are rendered, and how do I know ifLexus will abide by the decisionof the arbitrator(s)?Arbitrated decisions are based onwhat the arbitrator(s) believe to befair and equitable after applying theappropriate legal standards. Remediesinclude but are not limited to repairs;reimbursement for repairs and incidental expenses, such as towing costs;and repurchase or replacement ofyour vehicle.Are there limits to the scopeof what can be recovered inarbitration?The following are not eligible forarbitration:The decision of the arbitrator(s) isbinding on Lexus but not on you.Lexus must comply with the decisionshortly after it is rendered, usuallywithin 30 days of your acceptanceof the decision. NCDS will contactyou within 10 days of scheduledcompliance to ensure that Lexushas complied in a timely manner.What other recourse do I have?If you are dissatisfied with the arbitrator’s decision or Lexus’ compliance,you may pursue any other legal remedies available to you, including smallclaims court. You should be awarethat the decision of the arbitrator(s)is admissible as evidence in any legalproceedings concerning your vehicle. Attorney fees Punitive damages Multiple damagesWARRANTY Consequential damages, otherthan incidental damages that youmay be entitled to under lawIs the Dispute SettlementProgram subject to change?The information in this booklet aboutthe program is correct as of the dateof printing. However, the programmay be changed without notice.Contact the Lexus CustomerSatisfaction Department at (800)255-3987 for the most currentinformation concerning the DisputeSettlement Program.Introduction13

THE LEXUS COMMITMENTWARRANTYYou have purchased one of the finestvehicles built in the world today, and itis backed by one of the finest warranties in the industry. This excellentwarranty coverage demonstrates notonly our confidence in Lexus vehicles,but also our commitment to everyLexus customer. We’re dedicated toensuring that you enjoy exceptionalquality, dependability and peace ofmind throughout your ownershipexperience.To further demonstrate our commitment to our customers’ satisfaction,occasionally we may establish aspecial policy adjustment to pay forspecific repairs that are no longercovered by warranty. When we establish such a policy adjustment, we maildetails to all applicable owners onrecord. That’s why it is important tosend in the card at the back of thisbooklet if you change your addressor if you have purchased your Lexusfrom a previous owner.You’ve made a wise decision to purchase a Lexus. Your vehicle deliversworld-class luxury and performance,14Introductionalong with an unparalleled commitment from Lexus to ensuring your satisfaction. You can be confident — aswe are — that you’ll enjoy owning yourLexus as much as you enjoy driving it.This section of the Warranty andServices Guide describes theterms of Lexus warranty coverage as well as general ownerresponsibilities. The section entitled “Maintenance Information”beginning on page 39 describesyour vehicle’s maintenancerequirements. Be sure to reviewthis information carefully, sinceproper maintenance is requiredto ensure that warranty coverageremains intact.All warranty information is the latestavailable at the time of publicationand, with the exception of the emission control warranties, is subject tochange without notice.

IntroductionFederal36 months / 50,000 miles48 months / 50,000 miles*PerformanceShort-Term DefectLong-Term Defect20*Specific components may have longer coverage under terms of the Powertrain Warranty.1084 months / 70,000 miles24 months / 24,000 miles96 months / 80,000 miles48 months / 50,000 miles*96 months / 80,000 miles20DefectSpecific ComponentsPerformanceSpecific ComponentsEmission Control Warranty1072 months / Unlimited miles72 months / 70,000 milesRestraint SystemsCorrosion Perforation72 months / 70,000 miles48 months / 50,000 milesBasicPowertrain303050506060707080 months80 monthsCalifornia Certified Emission Control System. Vehicles covered by this warrantyare also covered by the Federal Emission Control Warranty. Also applies to Maine, Massachusetts and Vermont vehicles equipped with a4040WARRANTYCalifornia New Vehicle Limited WarrantyWARRANTY C OVERAGES AT A G LANCE15

WARRANTYG E N E R A L WA R R A N T Y P R O V I S I O N SWho Is the WarrantorWhen Warranty BeginsThe warrantor for these limited warranties is Lexus, a division of ToyotaMotor Sales, U.S.A., Inc., 19001 SouthWestern Avenue, Torrance, California90509-2991, a California corporation.The warranty period begins on thevehicle’s in-service date, which isthe first date the vehicle is eitherdelivered to an ultimate purchaser,leased, or used as a company caror demonstrator.Which Vehicles Are CoveredRepairs Made at No ChargeThese warranties apply to 2007model-year Lexus passenger vehicles,excluding hybrid models, registeredand normally operated in the UnitedStates, U.S. territories and Canada.Warranty coverage is automaticallytransferred at no cost to subsequentvehicle owners.Repairs and adjustments covered bythese warranties are made at nocharge for parts and labor.Multiple WarrantyConditionsThis booklet contains warranty termsand conditions that may vary depending on the part covered. A warrantyfor specific parts or systems, such asthe Powertrain Warranty or EmissionPerformance Warranty, is governedby the coverage set forth in that warranty as well as the General WarrantyProvisions.16Your Warranties in DetailParts ReplacementAny needed parts replacement will bemade using new or remanufacturedparts. The decision whether a partshould be repaired or replaced will bemade by the servicing Lexus dealership and/or Lexus. Parts scheduled tobe replaced as required maintenanceare warranted until their first replacement only.Note: Lexus remanufactured partsmeet or exceed all factory standardsfor safety, quality and reliability.

G E N E R A L WA R R A N T Y P R O V I S I O N SLimitationsThe performance of necessaryrepairs and adjustments is the exclusive remedy under these warrantiesor any implied warranties. Lexus doesnot authorize any person to create forit any other obligation or liability inconnection with this vehicle.WARRANTYAny implied warranty of merchantability or fitness for a particularpurpose is limited to the durationof these written warranties. Somestates do not allow restrictions on howlong an implied warranty lasts, so thislimitation may not apply to you.Your Rights Under State LawThese warranties give you specificlegal rights. You may also have otherrights that vary from state to state.Your Warranties in Detail17

N E W V E H I C L E L I M I T E D WA R R A N T YWHAT IS COVEREDAND HOW LONGBasic WarrantyWARRANTYThis warranty covers repairs andadjustments needed to correctdefects in materials or workmanshipof any part supplied by Lexus, subjectto the exceptions indicated under“What Is Not Covered” on pages19–20.Coverage is for 48 months or50,000 miles, whichever occurs first,with the exception of wheel alignmentand wheel balancing, which are covered for 12 months or 20,000 miles,whichever occurs first.Front-Wheel-Drive SystemDrive shaft, axle, hub, bearings, sealsand gaskets.Rear-Wheel-Drive SystemDifferential carrier assembly, driveshaft, axle carrier, axle case, axlebearing, axle shaft, seals and gaskets.Restraint Systems WarrantyPowertrain WarrantyThis warranty covers repairs neededto correct defects in materials orworkmanship of any component listedhere and supplied by Lexus, subject tothe exceptions indicated under “WhatIs Not Covered” on pages 19–20.This warranty covers repairs neededto correct defects in materials orworkmanship of any seatbelt or airbag system supplied by Lexus, subjectto the exceptions indicated under“What Is Not Covered” on pages19–20.Coverage is for 72 months or70,000 miles, whichever occurs first.Coverage is for 72 months or70,000 miles, whichever occurs first.EngineCylinder block and head and allinternal parts, timing belt and cover,flywheel, oil pan, water pump, fuelpump, engine mounts, engine controlcomputer, seals and gaskets.18Transmission and TransaxleCase and all internal parts, torqueconverter, clutch cover, mounts,engine control computer, seals andgaskets.Your Warranties in DetailFor vehicles sold and registered inKansas, the warranty for seatbelts andrelated components is 10 years,regardless of mileage.

N EW V EHICLE L IMITED WARRANTYWHAT IS NOT COVEREDCorrosion PerforationWarrantyThis warranty covers repair orreplacement of any original bodypanel that develops perforation fromcorrosion (rust-through), subject tothe exceptions indicated under “WhatIs Not Covered” on pages 19–20.Coverage is for 72 months, regardless of mileage.TowingWhen your vehicle is inoperable dueto failure of a warranted part, towingservice to the nearest authorizedLexus dealership is covered. Fire, accidents or theft Abuse or negligence Misuse — for example, racingor overloading Improper repairs Alteration or tampering, including installation of non-GenuineLexus Accessories Lack of or improper maintenance, including use of fluidsother than those specified inthe Owner’s Manual Installation of non-GenuineLexus PartsWARRANTYFor information on how to protectyour vehicle from corrosion, see thesection entitled “Service Proceduresand Specifications — Body” in theOwner’s Manual.This warranty does not cover damageor failures resulting directly or indirectly from any of the following: Airborne chemicals, tree sap,road debris (including stonechips), rail dust, salt, hail, floods,wind storms, lightning and otherenvironmental conditions Water cont

Sep 12, 2010 · Lexus Customer Satisfaction at (800 )255-3987 or log on to www.lexus.com . GS models and IS models feature high-friction front brake pads. The LS 460 equipped with 19-inch factory-installed wheels features high-friction front and rear brake pads. These brake pads provide a