LEXUS RX350 2012 User Guide

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:
Le xus Customer Satisfaction
Department
P.O. Box 2991
Torrance, CA 90509-2991
Whether calling or writing, please
provide the following information:
• 1 7-digit Vehicle Identification
Number (VIN) found on the
vehicle registration paperwork
and on the certification label
located inside the driver’s
door jamb
• C urrent vehicle mileage
• N ame of your selling and
servicing Lexus dealerships
• Y our day and evening
telephone numbers
Introduction 9If You Need Ass I st AN ce
WARRANTY

Step 3
If your concern has still not been
resolved to your satisfaction, Lexus
offers additional assistance through:
National c enter for d ispute
s ettlement (N cds )
P. o . Box 457
Mt. c lemens, 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 profes -
sionals who are trained and experi -
enced 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.
Introduction10 If You Need Ass I st AN ce
WARRANTY

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 c able 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 arbi -
tration to the arbitrator’s decision —
is designed to take no more than 40
days. A decision may be delayed if:
• Y ou fail to provide certain
information required by NCDS.
• Y ou 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.
IntroductionIf You Need Ass I st AN ce
WARRANTY
11

In addition to completing the customer
claim form, please provide NCDS
with the following information:
• V ehicle year, make, model, VIN,
mileage and date of purchase.
• A b rief description of your com -
plaint and the actions you have
taken to resolve it.
• W hat 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 nic al 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 repre -
sentative 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.
Introduction12 If You Need Ass I st AN ce
WARRANTY

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
• C onsequential 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 arbitra -
tor’s decision or Lexus’ compliance,
you may pursue any other legal rem -
edies 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 13If You Need Ass I st AN ce
WARRANTY

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 excel -
lent 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 pur -
chase a Lexus. Your vehicle delivers
world-class luxury and performance, along with an unparalleled commit -
ment 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 emis -
sion control warranties, is subject to
change without notice.
Introduction14 t he Lexus c o MMI t M e N t
WARRANTY This section of the Warranty and
Services Guide describes the
terms of Lexus warranty cover -
age as well as general owner
responsibilities. The section
be g inning 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.

Introduction 15W A rr AN t Y c over A ges A t A gLAN ce
WARRANTY
†

Also

applie
s to
Connecticut,

Delawa
re
,
Maine,

Ma
ry
land
,
Ma
ss
achusetts,

Ne
w
Jers
ey
,
Or
e
gon
, P
ennsylvania
,
Rhod
e
Island
,
Ve
rmon
t
an
d
Wa
shingt
on
ve
hicle
s
equipped

with
a
Ca
lifornia

Ce
rt
ie
d Em
ission

Cont
ro
l
System
. V
ehicle
s
co
ve
re
d
by

this

warran
ty

ar
e
also

co
ve
re
d
by

th
e Fe
dera
l Em
ission

Cont
ro
l
Wa
rranty
.

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 2014
model-year Lexus RX 350 models
registered and normally operated in
the United States, U.S. territories and
Canada. Warranty coverage is auto -
matically 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 dealer -
ship and/or Lexus. Parts scheduled
to be replaced as required mainte -
nance are warranted until their first
replacement only.
Note: Lexus remanufactured parts
meet or exceed all factory standards
for safety, quality and reliability.
Your Warranties in Detail16 g e N er AL W A rr AN t Y Prov I s I o N s
WARRANTY

Your Warranties in Detail 17Limitations The performance of necessary
repairs and adjustments is the exclu -
sive 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 merchant -
ability 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. g e N er AL W A rr AN t Y Prov I s I o N s
WARRANTY

Basic Warranty This warranty covers repairs and
adjustments needed to correct
defects in materials or workman -
ship of any part supplied by Lexus,
subject to the exceptions indicated
under “What Is Not Covered” on
pages 19–20.
Coverage is for 48 months or
50,000 miles, whichever occurs
first, with the exception of wheel
alignment and wheel balancing,
which are covered for 12 months
or 12,000 miles, whichever
occurs first.
Powertrain Warranty This warranty covers repairs needed
to correct defects in materials or
workmanship of any component listed
here and supplied by Lexus, subject to
the exceptions indicated under “What
Is Not Covered” on pages 19–20.
Coverage is for 72 months or
70,000 miles, whichever occurs first.
Engine
Cylinder block and head and all
internal parts, timing belt and cover,
flywheel, oil pan, water pump, fuel
pump, engine mounts, engine control
computer, seals and gaskets. Transmission and Transaxle
Case and all internal parts, torque
converter, clutch cover, mounts,
engine control computer, seals
and gaskets.
Front-Wheel-Drive System
Drive shaft, axle, hub, bearings,
seals and gaskets.
Rear-Wheel-Drive System
Differential carrier assembly, drive
shaft, axle carrier, axle case, axle
bearing, axle shaft, seals and gaskets.
Restraint Systems Warranty This warranty covers repairs needed
to correct defects in materials or
workmanship of any seatbelt or air bag
system supplied by Lexus, subject to
the exceptions indicated under “What
Is Not Covered” on pages 19–20.
Coverage is for 72 months or
70,000 miles, whichever occurs first.
For vehicles sold and registered in
Kansas, the warranty for seatbelts
and related components is 10 years,
regardless of mileage.WHAT IS COVERED
AND HOW LONG
Your Warranties in Detail18 Ne W v eh I c L e L IMI ted W A rr AN t Y
WARRANTY