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OTHER BENEFITS AND ASSISTANCEQuality ControlIf you’d like to know more about Lexusquality-control procedures, ask aLexus 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 kindin the automotive industry. It can beaccessed by any Lexus dealershipin the United States — a greatconvenience if you relocate or needto have your vehicle servicedwhile traveling.Vehicle Service AgreementsIf you plan to keep your vehicle forseveral years or if you accumulatemileage quickly, you may want topurc hase a Lexus vehicle serviceagreement. These agreements coverthe cost of specific repairs beyondAMENITIESYou may have noticed a few mileson the odometer when you tookdelivery of your Lexus. This mileageis a result of the comprehensiveprocess used to ensure the quality ofyour vehicle. This process includesex tensive inspections during andafter production. The final inspectiontakes place at the selling dealershipand includes a road test conductedby a certified Lexus technician.the factory warranty period. Theyalso cover services such as towing,substitute transportation and lodgingto minimize your inconvenienceshould your vehicle require repair.Lexus vehicle service agreements areavailable with a variety of coverageoptions. A Lexus dealership salesconsultant can help you select theplan that’s best for you.Body RepairsIf you’re involved in a collision, youwant your vehicle to be returnedto its pre-accident condition whenrepaired. That’s why it is importantto make sure repairs are made onlywith Genuine Lexus Parts. Lexus hasa select group of certified collisioncenters that have undergone rigoroustraining to ensure the highest qualityand customer satisfaction. A list of theseLexus Certified Collision Centerscan be found at: LexusCCC.com.Some repair shops and insurancecompanies may suggest usingimitation or salvaged parts to savemoney. However, these parts do notmeet Lexus’ high standards for quality,fit and corrosion resistance. In addition,imitation and salvaged parts (and anydamage or failures they may cause) arenot covered by any Lexus warranty.Other Benefits and Assistance7

OTHER BENEFITS AND ASSISTANCEAMENITIESGenuine Lexus PartsThe best way to ensure that yourvehicle is repaired with Genuine LexusParts is to take it to a Lexus dealership.Warranty coverage is not dependentupon the use of any particular brand ofreplacement parts and you may electto use non-Genuine Lexus Parts formaintenance and repairs. However,use of replacement parts that are notequivalent in quality to Genuine LexusParts may impair the effectivenessof the emission control systems.The Smart KeyYour Lexus vehicle was made withtwo “Smart Keys” and an aluminumkey-number plate. Each Smart Keyincludes an electronic main key thathas an integrated mechanical backupkey. The electronic key controls theremote-entry and theft-deterrentsystems, enables the push-buttonstart switch and controls the engineimmobilizer. The mechanical keycan be removed from the electronickey and used to operate the driver’sdoor lock, the glove box lock andthe trunk lock (if equipped).Replacing the KeyYour Lexus dealer can generatereplacement keys. Certain bonded/registered locksmiths may also beable to generate replacement keys.When ordering a new key, bring allkeys for the vehicle to your dealership.8Other Benefits and AssistanceIf a Smart Key or the key-numberplate is not available, a Lexus dealeror certain locksmiths can obtain thekey code from a restricted-accessdatabase. These businesses can alsoaccess a service utility to registerthe keys to the vehicle if all registeredkeys have been lost.If you lock your key in your vehicleand do not have a spare, your dealercan make a new mechanical keyfrom the code on the key-numberplate. Certain bonded/registeredlocksmiths may also be able togenerate a replacement mechanicalkey. If a Lexus dealer is not available,please refer to www.aloa.org to finda bonded/registered locksmith whoperforms high-security key service.Keeping the Key SafeReplacing a Smart Key may becostly. We advise you to keep aspare Smart Key and the key-numberplate in a safe place. If you record thekey number in more than one place,do not record it in a way that canbe easily identified and associatedwith the vehicle. For example,don’t leave the number somewherethat can be accessed by a valet.It is wise to keep a copy of the keynumber outside of the vehicle.

OTHER BENEFITS AND ASSISTANCEIf You Need AssistanceStep 1Discuss the situation with a dealershipmanager, such as the service manageror customer satisfaction manager.If necessary, ask the dealership owneror general manager for assistance.In most cases, a satisfactory solutioncan be reached at this step.You may also write to us at:AMENITIESBoth Lexus and your Lexus dealer arededicated to serving your automotiveneeds. Your complete satisfactionis our first priority. Should you havea problem or concern, please takethe following steps to ensure thequickest possible response:Step 2If the dealership does not addressyour concern to your satisfaction,call the Lexus Guest ExperienceCenter at (800) 25-LEXUS(800/255-3987). In Canada, call(800) 26-LEXUS (800/265-3987).Lexus Guest Experience Center Lexus, a division ofToyota Motor Sales, U.S.A., Inc.P.O. Box 259001Plano, TX 75025-9001Whether calling or writing, pleaseprovide the following information: 17-digit Vehicle IdentificationNumber (VIN) found on thevehicle registration paperworkand on the certificationlabel located inside thedriver’s doorjamb Current vehicle mileage Name of your selling andservicing Lexus dealerships Your day and eveningtelephone numbersOther Benefits and Assistance9

AMENITIESOTHER BENEFITS AND ASSISTANCEStep 3If your concern has still not beenresolved to your satisfaction, Lexusoffers additional assistance through:National Center for DisputeSettlement (NCDS)P.O. Box 515791Dallas, TX 75251-5791(866) 272-4872Important: You must use NCDSprior to exercising rights or seekingremedies available to you througha court action pursuant to theMagnuson-Moss Warranty Act.In addition, you must use NCDS ifyou are required to do so prior toexercising certain rights or seekingcertain remedies available underthe Lemon Laws of your state. Seethe Lemon Law Guide for specificrequirements applicable in your state.However, if your state law does notrequire it and/or if you choose toexercise rights and seek remediesnot created by the Federal Act,you need not use NCDS.10Other Benefits and AssistanceNCDS ArbitrationWhat is the DisputeSettlement Program?This program consists of localprofessionals who are trainedand experienced in arbitration.The arbitrator(s) appointed byNCDS will arbitrate your caseby reviewing the facts, having thevehicle inspected, if necessary;and promptly rendering a fairand equitable decision.How much will it cost?The service is provided at no costto you. It is part of Lexus’ effort topromptly and equitably resolveyour concerns. The decision-makeris an impartial third party. Thedecision of the arbitrator(s) isbinding on Lexus but not on you.

OTHER BENEFITS AND ASSISTANCEHow long is thearbitration process?The entire process — from the timeNCDS receives your request forarbitration to the arbitrator’s decision —is designed to take no more than40 days. A decision may be delayed if: You fail to provide certainAMENITIESWhat 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) theappli cable provision of the LexusNew Vehicle Limited Warranty.However, NCDS will not arbitrate1) claims involving a vehicle usedprimarily for commercial purposesunless the Lemon Laws of yourstate cover vehicles used forcommercial purposes; or 2) claimsthat an airbag failed to deploy ordeployed when it should not have;or 3) disputes regarding fires and/oraccidents and/or theft. Since thereare other additional exclusions,please contact NCDS for furtherinformation on eligibility guidelines.The time period in which you canrequest arbitration through NCDS islimited and you should reference yourapplicable state law and/or contactNCDS to determine the deadline forfiling a request for arbitration. To beeligible for arbitration, you must havebrought the concern or alleged defectto the attention of Lexus or one of itsdealers during the warranty term.information required by NCDS. You fail to make your vehicleavailable for inspection byNCDS in a timely manner(if an inspection is required).How do I request arbitration?To initiate arbitration, you mustcomplete an NCDS customer claimform and mail it to NCDS. A claimform is included in the Lemon LawGuide located in your vehicle, oryou may request a form by callingNCDS at (866) 272-4872. Whenyou call, please have ready yourvehicle identification number(VIN), the names of your sellingand servicing dealerships, and thecurrent mileage on your Lexus.Other Benefits and Assistance11

AMENITIESOTHER BENEFITS AND ASSISTANCEIn addition to completing the customerclaim form, please provide NCDSwith the following information: Vehicle year, make, model, VIN,mileage and date of purchase. A brief description of yourcomplaint and the actionsyou have taken to resolve it. What action or remedyyou believe would resolveyour problem.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 515791Dallas, TX 75251-5791Upon 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 yourrequest, it will be forwarded to theLexus area office for response.At the request of either party or thearbitrators, NCDS may schedulea technical inspection. This mayinclude an inspection of the vehicleby an independent tech nical expertwith a Lexus representative present.The technical expert will forwardhis or her evaluation to NCDS.An oral hearing may be held priorto a decision being rendered. At thishearing, all relevant evidenceis admissible. You and a Lexusrepresentative will present bothsides of the case to the NCDSarbitrator(s). You will each begiven an equal opportunity to givetestimony and provide documents.Then you will each be given anopportunity for rebuttal. Afterconsidering all testimony anddocuments, the arbitrator(s) willreview the applicable legalstandards and render a decisionwithin 10 days.A settlement satisfactory to allparties may be negotiated atany time during the process.12Other Benefits and Assistance

OTHER BENEFITS AND ASSISTANCEThe 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.Are there limits to the scopeof arbitrated decisions?Arbitrated decisions do not include: Attorney fees Punitive damages Multiple damages Consequential damages, otherAMENITIESWhat types of decisions arerendered, and how do I knowif Lexus will abide by thedecision of the arbitrator(s)?Arbitrated decisions are based onwhat the arbitrator(s) believe to befair and equitable after applyingthe appropriate legal standards.Remedies include but are not limitedto repairs; reimbursement for repairsand incidental expenses, such astowing costs; and repurchase orreplacement of your vehicle.than incidental damages that youmay be entitled to under lawWhat other recourse do I have?If you are dissatisfied with thearbitrator’s decision or Lexus’compliance, you may pursue anyother legal remedies available to you,including small claims court. Youshould be aware that the decisionof the arbitrator(s) may be admissibleas evidence in any legal proceedingsconcerning your vehicle.Is the Dispute SettlementProgram subject to change?The information in this bookletabout the program is correct asof the date of printing. However,the program may be changedwithout notice. Contact the LexusGuest Experience Center at(800) 255-3987 for the mostcurrent information concerningthe Dispute Settlement Program.Other Benefits and Assistance13

THE LEXUS COMMITMENTWARRANTYYou have purchased one of the finestvehicles built in the world today, andit is backed by one of the finestwarranties in the industry. This excellentwarranty coverage demonstratesnot only our confidence in Lexusvehicles, but also our commitmentto every Lexus customer. We’rededicated to ensuring that you enjoyexceptional quality, dependabilityand peace of mind throughout yourownership experience.To further demonstrate ourcommitment to our customers’satisfaction, occasionally we mayestablish a special policy adjustmentto pay for specific repairs that areno longer covered by warranty.When we establish such a policyadjustment, we mail details to allapplicable owners on record.That’s why it is important to sendin the card at the back of thisbooklet if you change your addressor if you have purchased yourLexus from a previous owner.You’ve made a wise decision topurchase a Lexus. Your vehicledelivers world-class luxury.14Introductionand performance, along with anunparalleled commitment from Lexusto ensuring your satisfaction. Youcan be confident — as we are — thatyou’ll enjoy owning your Lexus asmuch as you enjoy driving it.This section of the Warrantyand Services Guide describesthe terms of Lexus warrantycoverage as well as generalowner responsibilities. The sectionbe ginning 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 theemission control warranties, issubject to change without notice.

WARR ANT Y COVER AGES AT A GL ANCEWARRANTY†Also applies to Connecticut, Delaware, Maine, Maryland, Massachusetts, New Jersey,New York, Oregon, Pennsylvania, Rhode Island, Vermont and Washington vehiclesequipped with a California Certified Emission Control System. Vehicles covered bythis warranty are also covered by the Federal Emission Control Warranty.15Introduction

WARRANTYGENERAL WARRANTY PROVISIONSImportant: You must use theDispute Settlement Programbefore seeking remedies througha court action pursuant to theMagnuson-Moss Warranty Act(the “Act”). However, if you chooseto pursue rights and remediesnot created by the Act, you arenot required to use the DisputeSettlement Program. You mayalso be required to use theDispute Settlement Programbefore seeking remedies underthe “Lemon Laws” of your state.Please check this booklet andthe appropriate page of theLexus Lemon Law Guide bookletfor additional information andthe requirements applicable toyour state.Who Is the WarrantorThe warrantor for these limitedwarranties is Lexus, a division of:Toyota Motor Sales, U.S.A., Inc.,a California corporationP.O. Box 259001Plano, TX 75025-9001Which Vehicles Are CoveredThese warranties apply to 2021model-year Lexus GX 460 vehiclesregistered and normally operatedin the United States, U.S. territoriesand Canada. Warranty coverage isautomatically transferred at no costto subsequent vehicle owners.Multiple Warranty ConditionsThis booklet contains warrantyterms and conditions that may varydepending on the part covered. Awarranty for specific parts or systems,such as the Powertrain Warranty orEmission Performance Warranty,is governed by the coverage setforth in that warranty as well as theGeneral Warranty Provisions.When Warranty BeginsThe warranty period begins onthe vehicle’s in-service date,which is the first date the vehicleis either delivered to an ultimatepurchaser, leased or used as acompany car or demonstrator.Repairs Made at No ChargeRepairs and adjustments coveredby these warranties are made at nocharge for parts and labor.16Your Warranties in Detail

GENERAL WARRANTY PROVISIONSParts ReplacementYour Rights Under State LawAny needed parts replacement willbe made using new or remanufacturedparts. The decision whether a partshould be repaired or replaced willbe made by the servicing Lexusdealership and/or Lexus. Partsscheduled to be replaced as requiredmaintenance are warranted until theirfirst replacement only.These warranties give you specificlegal rights. You may also have otherrights that vary from state to state.Note: Lexus remanufactured partsmeet or exceed all factory standardsfor safety, quality and reliability.WARRANTYLimitationsThe performance of necessary repairsand adjustments is the exclusiveremedy under these warranties orany implied warranties. Lexus doesnot authorize any person to createfor it any other obligation or liabilityin connection with this vehicle.Any implied warranty ofmerchant ability or fitness for aparticular purpose is limited to theduration of these written warranties.Some states do not allow restrictionson how long an implied warranty lasts,so this limitation may not apply to you.Your Warranties in Detail17

NEW VEHICLE LIMITED WARRANTYWHAT IS COVEREDAND HOW LONGBasic WarrantyWARRANTYThis warranty covers repairs andadjustments needed to correct defectsin materials or workmanship of anypart supplied by Lexus, subject to theexceptions indicated under “WhatIs Not Covered” on pages 19–20.Coverage is for 48 months or50,000 miles, whichever occursfirst, with the exception of airconditioning recharge, wheelalignment and wheel balancing,which are covered for 12 monthsor 12,000 miles, whicheveroccurs first.Powertrain WarrantyThis warranty covers repairs neededto correct defects in materials orworkmanship of any component

not covered by any Lexus warranty. OTHER BENEFITS AND ASSISTANCE 126499_20-TCS-14425 LEXUS WSG GX 460 3b_R1.indd 7 7/22/20 7:32 AM. 8 Other Benefits and Assistance AMENITIES Genuine Lexus Parts The best way to ensure that your vehicle is repaired with Genuine Lexus