2014 Lexus ES350 Warranty and Services Guide

Quality Control
You may have noticed a few miles
on the odometer when you took
delivery of your Lexus. This mileage
is a result of the comprehensive
process used to ensure the quality of
your vehicle. This process includes
ex tensive inspections during and
after production. The final inspection
takes place at the selling dealership
and includes a road-test conducted
by a trained Lexus technician.
If you’d like to know more about Lexus
quality-control procedures, ask a
Lexus dealership service consultant.
Vehicle Service History
When you have your vehicle serviced
at a Lexus dealership, your service
information is recorded in the Lexus
National Service History database.
This is the first database of its kind
in the automotive industry. It can be
accessed by any Lexus dealership in the
United States — a great convenience if
you relocate or need to have your
vehicle serviced while traveling.
Vehicle Service Agreements
If you plan to keep your vehicle for
several years or if you accumulate mileage quickly, you may want to
purchase a Lexus vehicle service
agreement. These agreements cover
the cost of specific repairs beyond
the factory warranty period. They
also cover services such as towing,
substitute transportation and lodging
to minimize your inconvenience
should your vehicle require repair.
Lexus vehicle service agreements are
available with a variety of coverage
options. A Lexus dealership sales
consultant can help you select the
plan that’s best for you.
Body Repairs
If you’re involved in a collision, you
want your vehicle to be returned
to its pre-accident condition when
repaired. That’s why it is important to
make sure repairs are made only with
Genuine Lexus Parts. Some repair
shops and insurance companies may
suggest using imitation or salvaged
parts to save money. However,
these parts do not meet Lexus’ high
standards for quality, fit and corrosion
resistance. In addition, imitation and
salvaged parts (and any damage
or failures they may cause) are not
covered by any Lexus warranty.
Other Benefits and Assistance
Other Benefits and a
ssistance
AmenitieS
7
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Other Benefits and assistance
The best way to ensure that your
vehicle is repaired with Genuine Lexus
Parts is to take it to a Lexus dealership.
Each dealership works with selected
collision repair centers that meet
Lexus’ strict requirements for training,
equipment, quality and customer
satisfaction. These repair centers
use Genuine Lexus Parts exclusively
in the repair of Lexus vehicles.
The Smart Key
Your Lexus vehicle was made with
two “Smart Keys” and an aluminum
key-number plate. Each Smart Key
includes an electronic main key that
has an integrated mechanical backup
key. The electronic key controls the
remote-entry and theft-deterrent
systems, enables the push-button
start switch and controls the engine
immobilizer. The mechanical key
can be removed from the electronic
key and used to operate the driver’s
door lock, the glove box lock and
the trunk lock (if equipped).
Replacing the Key
Your Lexus dealer can generate
replacement keys. Certain bonded/
registered locksmiths may also be
able to generate replacement keys.
When ordering a new key, bring all
keys for the vehicle to your dealership. If a Smart Key or the key-num
ber
plate is not available, a Lexus dealer
or certain locksmiths can obtain the
key code from a restricted-access
database. These businesses can also
access a service utility to register the
keys to the vehicle if all registered
keys have been lost.
If you lock your key in your vehicle
and do not have a spare, your dealer
can make a new mechanical key
from the code on the key-number
plate. Certain bonded/registered
locksmiths may also be able to
generate a replacement mechanical
key. If a Lexus 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 a Smart Key may be costly.
We advise you to keep a spare
Smart Key and the key-number
plate in a safe place. If you record the
key number in more than one place,
do not record it in a way that can be
easily identified and associated with
the vehicle. For example, don’t leave
the number somewhere that can be
accessed by a valet. It is wise to keep
a copy of the key number outside
of the vehicle.
Other Benefits and Assistance
8
AmeniT ieS
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Both Lexus and your Lexus dealer are
dedicated to serving your automotive
needs. Your complete satisfaction
is our first priority. Should you have a
problem or concern, 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 satisfaction manager. If
necessary, ask the dealership owner
or general manager for assistance.
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 Lexus Customer Satisfaction
Department at (800) 25-LEXUS
(800/255-3987). In Canada, call
(800) 26-LEXUS (800/265-3987).
In Mexico, call 95-1-310-328-2075.
You may also write to us at:

Lexus Customer Satisfaction
Department
P.O. Box 2991
Torrance, CA 90509-2991
Whether calling or writing, please
provide the following information: • 17-digit Vehicle Identification
Number (VIN) found on the
vehicle registration paperwork
and on the certification label
located inside the driver’s
door jamb
• Current vehicle mileage
• Name of your selling and
servicing Lexus dealerships
• Your day and evening
telephone numbers
Introduction 9
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WARRANTY
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Step 3
If your concern has still not been
resolved to your satisfaction, Lexus
offers additional assistance through:
National Center for Dispute
Settlement (NCDS)
P.O. Box 457
Mt. Clemens, MI 48046
(866) 272-4872
Important: You must use NCDS
prior to exercising rights or seeking
remedies available to you through
a court action pursuant to the
Magnuson-Moss Warranty Act.
In addition, you must use NCDS if
you are required to do so prior to
exercising certain rights or seeking
certain remedies available under
the Lemon Laws of your state. See
the Lemon Law Guide for specific
requirements applicable in your state.
However, if your state law permits and
if you choose to exercise rights and
seek remedies that are not created
by the Act, you need not use NCDS.NCDS Arbitration
What is the Dispute
Settlement Program?
This program consists of local
professionals who are trained
and experienced in arbitration.
The arbitrator(s) appointed by
NCDS will arbitrate your case by
reviewing the facts you present;
having the vehicle inspected, if
necessary; and promptly rendering
a fair and equitable decision.
How much will it cost?
The service is provided at no cost
to you. It is part of Lexus’ effort to
promptly and equitably resolve
your concerns. The decision-maker
is an impartial third party. The
decision of the arbitrator(s) is
binding on Lexus but not on you.
Introduction
10
If YO u NeeD ASSISt ANCe
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What types of disputes
are eligible?
NCDS resolves disputes involving
Lexus product reliability and warranty
performance that arise during the
greater of 1) four years or 50,000
miles from the vehicle’s in-service
date, whichever is earlier; or 2) the
appli cable provision of the Lexus
New Vehicle Limited Warranty.
However, NCDS will not arbitrate
1) claims involving a vehicle used
primarily for commercial purposes
unless the Lemon Laws of your
state cover vehicles used for
commercial purposes; or 2) claims
that an air bag failed to deploy or
deployed when it should not have;
or 3) disputes regarding fires and/or
accidents and/or theft. Since there
are other additional exclusions,
please contact NCDS for further
information on eligibility guidelines.
You must file a request for arbitration
with NCDS within six months of
the expiration of the eligibility
period, provided the concern or
alleged defect was brought to the
attention of Lexus or one of its
dealers during the eligibility period. How long is the
arbitration process?
The entire process — from the time
NCDS receives your request for
arbitration to the arbitrator’s decision —

is designed to take no more than
40 days. A decision may be delayed if:
• You fail to provide certain
information required by NCDS.
• You fail to make your vehicle
available for inspection by
NCDS in a timely manner
(if an inspection is required).
How do I request arbitration?
To initiate arbitration, you must
complete an NCDS customer claim
form and mail it to NCDS. A claim
form is included in the Lemon Law
Guide located in your vehicle, or
you may request a form by calling
NCDS at (866) 272-4872. When
you call, please have ready your
vehicle identification number
(VIN), the names of your selling
and servicing dealerships, and the
current mileage on your Lexus.
Introduction
If You Need AssI stANce
WARRANTY
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In addition to completing the customer
claim form, please provide NCDS with
the following information:• Vehicle year, make, model, VIN,
mileage and date of purchase.
• A brief description of your
complaint and the actions
you have taken to resolve it.
• What action or remedy
you believe would resolve
your problem.
If you are seeking reimbursement for
repairs or incidental expenses, please
provide copies of applicable receipts.
Send your request to:
National Center for Dispute Settlement
P.O. Box 457
Mt. Clemens, MI 48046
Upon receipt of your request, NCDS
will contact you regarding the status
of your case and supply you with
additional details about the program. How does the arbitration
process work?
When NCDS receives your request,
it will be forwarded to the Lexus area
office for response.
At the request of either party or the
arbitrators, NCDS may schedule a
technical inspection. This may include
an inspection of the vehicle by an
independent tech nical expert with
a Lexus representative present. The
technical expert will forward his or
her evaluation to NCDS.
An oral hearing will be held prior to a
decision being rendered. At this hearing,
all relevant evidence is admissible.
You and a Lexus representative will
present both sides of the case to the
NCDS arbitrator(s). You will each be
given an equal opportunity to give
testimony and provide documents.
Then you will each be given an oppor-
tunity for rebuttal. After considering
all testimony and documents, the
arbitrator(s) will review the applicable
legal standards and render a decision
within 10 days.
A settlement satisfactory to all parties
may be negotiated at any time during
the process.
Introduction
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If You Need AssI stANce
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What types of decisions are
rendered, and how do I know if
Lexus will abide by the decision
of the arbitrator(s)?
Arbitrated decisions are based on
what the arbitrator(s) believe to be
fair and equitable after applying
the appropriate legal standards.
Remedies include but are not limited
to repairs; reimbursement for repairs
and incidental expenses, such as
towing costs; and repurchase or
replacement of your vehicle.
The decision of the arbitrator(s) is
binding on Lexus but not on you.
Lexus must comply with the decision
shortly after it is rendered, usually
within 30 days of your acceptance
of the decision. NCDS will contact
you within 10 days of scheduled
compliance to ensure that Lexus has
complied in a timely manner.Are there limits to the scope
of arbitrated decisions?
Arbitrated decisions do not include:
• Attorney fees
• Punitive damages
• Multiple damages
• Consequential damages, other
than incidental damages that you
may be entitled to under law
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 small claims court. You
should be aware that the decision
of the arbitrator(s) is admissible as
evidence in any legal proceedings
concerning your vehicle.
Is the Dispute Settlement
Program subject to change?
The information in this booklet
about the program is correct as
of the date of printing. However,
the program may be changed
without notice. Contact the Lexus
Customer Satisfaction Department
at (800) 255-3987 for the most
current information concerning
the Dispute Settlement Program.
Introduction 13
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You have purchased one of the finest
vehicles built in the world today, and
it is backed by one of the finest
warranties in the industry. This excellent
warranty coverage demonstrates
not only our confidence in Lexus
vehicles, but also our commitment
to every Lexus customer. We’re
dedicated to ensuring that you enjoy
exceptional quality, dependability
and peace of mind throughout your
ownership experience.
To further demonstrate our commit -
ment 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 on record. That’s why it is
important to send in the card at the
back of this booklet if you change
your address or if you have purchased
your Lexus from a previous owner.
You’ve made a wise decision to
purchase a Lexus. Your vehicle
delivers world-class luxury and performance, along with an
unparalleled commitment from Lexus
to ensuring your satisfaction. You

can be confident — as we are — that
you’ll enjoy owning your Lexus as
much as you enjoy driving it.
All warranty information is the latest
available at the time of publication
and, with the exception of the
emission control warranties, is
subject to change without notice.
Introduction
14
The Lexus CommiT menT
WARRANTY
This section of the Warranty
and Services Guide describes
the terms of Lexus warranty
coverage as well as general
owner responsibilities. The
section be ginning on page 39
describes your vehicle’s mainte -
nance requirements. Be sure to
review this information carefully,
since proper maintenance is
required to ensure that warranty
coverage remains intact.
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