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.

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 applicable 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.

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 technical 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 opportunity 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.

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.

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 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 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.

This section of the Warranty and Services Guide describes the terms of Lexus warranty coverage as well as general owner responsibilities. The section beginning on page 39 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 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.

Who Is the Warrantor

Who Is the Warrantor
The warrantor for these limited warranties is Lexus, a division of Toyota Motor Sales, U.S.A., Inc., 19001 South Western Avenue, Torrance, California 90509-2991, a California corporation.

Which Vehicles Are Covered
These warranties apply to 2013 model-year Lexus LX 570 vehicles registered and normally operated in the United States, U.S. territories and Canada. Warranty coverage is automatically transferred at no cost to subsequent vehicle owners.

Multiple Warranty Conditions
This booklet contains warranty terms and conditions that may vary depending on the part covered. A warranty for specific parts or systems, such as the Powertrain Warranty or Emission Performance Warranty, is governed by the coverage set forth in that warranty as well as the General Warranty Provisions.

When Warranty Begins
The warranty period begins on the vehicle’s in-service date, which is the first date the vehicle is either delivered to an ultimate purchaser, leased, or used as a company car or demonstrator.

Repairs Made at No Charge
Repairs and adjustments covered by these warranties are made at no charge for parts and labor.

Parts Replacement
Any needed parts replacement will be made using new or remanufactured parts. The decision whether a part should be repaired or replaced will be made by the servicing Lexus dealership and/or Lexus. Parts scheduled to be replaced as required maintenance are warranted until their first replacement only.

Note: Lexus remanufactured parts meet or exceed all factory standards for safety, quality and reliability.

Limitations
The performance of necessary repairs and adjustments is the exclusive remedy under these warranties or any implied warranties. Lexus does not authorize any person to create for it any other obligation or liability in connection with this vehicle.

Any implied warranty of merchantability or fitness for a particular purpose is limited to the duration of these written warranties. Some states do not allow restrictions on how long an implied warranty lasts, so this limitation may not apply to you.

Your Rights Under State Law
These warranties give you specific legal rights. You may also have other rights that vary from state to state.

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