July 18, 2016

Subject:

Special Service Campaign (SSC) GLE
Certain 2016 Model Year RX 450h Vehicles
Fuel Tank Ring Replacement

Dear Dealer Principal:
In our continuing efforts to ensure the best in customer satisfaction, Lexus is launching a Special Service
Campaign (SSC) on certain 2016 model year RX450h vehicles. This SSC covers approximately 4,500
vehicles.
Background
In the subject vehicles the fuel level float arm in the fuel tank may become obstructed and cause the fuel level
gauge to display an inaccurate reading. This could result in the vehicle running out of fuel during operation. If
this occurs, the vehicle may illuminate the check engine light and enter EV fail-safe mode.
Remedy
Lexus has designed a new fuel tank ring to prevent this condition from occurring.
Owner Notification Mailing Date
The owner notification will commence in Late July, 2016, approximately one week after dealer notification.

Lexus makes significant effort to obtain current customer name and address information from each state
through industry resources when mailing owner letters. In the event your dealership receives a notice for a
vehicle that was sold prior to the SSC announcement, it is the dealership’s responsibility to forward the owner
letter to the customer who purchased the vehicle.
Please note that only owners of the covered vehicles will be notified. If your dealer is contacted by an owner
who has not yet received a notification, please verify eligibility by confirming through TIS prior to performing
repairs. Dealers should perform the repair as outlined in the Technical Instructions found on TIS.
Pre-owned Vehicles in Dealership Inventory (In-stock Vehicles) and LCCS Vehicles
To ensure customer satisfaction, Lexus requests that dealers conduct this SSC remedy on any used vehicles
currently in dealer inventory or any dealer LCCS vehicles that are covered by this SSC prior to customer
delivery or customer loan.
Also, as a reminder, L-Certified policy prohibits the certification of any vehicle with an outstanding Special
Service Campaign or Safety Recall. Thus, no affected units should be sold or delivered as an L-Certified until
this Special Service Campaign has been completed on that vehicle.
Number and Identification of Covered Vehicles
There are approximately 4,500 (certain 2016 MY) vehicles covered under this SSC.
Parts Ordering
Orders can be placed through the dealership’s facing PDC. Please refer to the Manual Allocation Control

(MAC) Report posted in the Lexus Customers Services website for information on order quantity limits.
Part Number
77168-48010
77169-33030
17451-0D140

Description
PLATE, FUEL TANK VENT TUBE SET
GASKET, FUEL SUCTION TUBE SET
GASKET, EXHAUST PIPE

Qty
1
1
2

Remedy Procedures
Please refer to TIS for Technical Instructions.
Conduct all applicable, non-completed Safety Recall and Service Campaigns on the vehicle during the time
of appointment.
Technician Training Requirements
The repair quality of covered vehicles is extremely important to Lexus. All dealership technicians performing
this SSC are required to successfully complete the most current version of the E-Learning course “Safety
Recall and Service Campaign Essentials”. To ensure that all vehicles have the repair performed correctly;
technicians performing this SSC repair are required to currently hold at least one of the following certification
levels:





Senior Service Technician
Senior Diagnostic Specialist
Master Service Technician
Master Diagnostic Specialist

Always check which technicians can perform the repair by logging on to https://www.uotdealerreports.com.
It is the dealership’s responsibility to select technicians with the above certification level or greater to perform
this repair. Carefully review your resources, the technician skill level, and ability before assigning technicians
to this repair. It is important to consider technician days off and vacation schedules to ensure there are
properly trained technicians available to perform this repair at all times.
Warranty Reimbursement Procedure
Certain2016 Model Year RX 450h Vehicles

SSC
GLE

Op. Code

Description

Flat Rate

CGG35A

Replace Fuel Tank Ring Assembly

1.7 hr/vehicle

CGG35B

De-Fuel and Replace Fuel Tank Ring Assembly

2.5 hr/vehicle

 The above operation codes include 0.1 hour for administrative cost per unit for the dealership.
Lexus’ usual customer care amenities of car wash and fuel fill-up apply to this SSC. Additionally, one day of rental
vehicle expense (to a maximum of $45) or the cost of pick-up and delivery of the customer’s car may be claimed
if required and subject to the guidelines published in the Special Service Campaign and Special Service
Campaign General Procedures document on TIS.
Vehicles Emission Recall Proof of Correction Form (California only)
The State of California requires the completion of Special Service Campaigns on emission related parts prior
to vehicle registration renewal. In addition, the State requires that every vehicle must pass an emission test
(SMOG Check) every two years and before it is sold. Without the completion of this no cost Special Service
Campaign, a vehicle in the state of California may be more likely to fail this test. California regulations require
Lexus to provide the Department of Motor Vehicles with a record of all vehicles that have not had the Special
Service Campaign completed.
Lexus dealers must provide a Vehicle Emissions Recall Proof of Correction Form after the campaign has
been completed. Please remind your customers to retain this form, because the DMV may require that they
supply proof that the campaign has been completed during their vehicle registration renewal process.

It is important to note that the forms are an official state document and blank forms must be secured to
prevent misuse. Booklets can be ordered from the MDC (material number 00410-92007).

Repair Quality Confirmation
The repair quality of covered vehicles is extremely important to Lexus. To help ensure that all vehicles have
the repair performed correctly, please designate at least one associate (someone other than the individual
who performed the repair) to verify the repair quality of every vehicle prior to customer delivery.
Media Contacts
It is imperative that all media contacts (local and national) receive a consistent message. In this regard, all
media contacts must be directed to
in Toyota Corporate Communications.
(Please do not provide this number to customers. Please provide this contact to only media associates.)

Customer Contacts
A Q&A is attached to assist you in responding to any questions or customer concerns. If a customer has any
further questions they are requested to contact the Lexus Customer Assistance Center at 1-800-2553987 Monday through Friday, 5:00 am to 6:00 pm PST, or Saturday, 7:00 am to 4:00 pm PST.

Please review this entire package with your Service and Parts staff to familiarize them with the proper stepby-step procedures required to implement this Special Service Campaign.
Thank you for your on-going support.

Lexus, a Division of Toyota Motor Sales, USA, Inc.

Attachments

CC:

Customer Satisfaction Manager
General Manager
LCCS Manager

Parts Manager
Pre-owned Manager
Service Manager

Warranty Administrator

Special Service Campaign GLE (Remedy Notice)
Certain 2016 model year RX450h Vehicles
Fuel Tank Ring Replacement
Frequently Asked Questions
Published: July 18, 2016
Q1:
A1:

What is the condition?

In the subject vehicles the float arm in the fuel tank may become obstructed and cause the fuel level gauge to display
an inaccurate reading. This could result in the vehicle running out of fuel during operation. If this occurs the vehicle may
illuminate the check engine light and enter EV fail-safe mode.
Lexus has created a new fuel tank ring to prevent this condition from occurring.

Q2:
A2:

What is Lexus going to do?

Lexus will send starting in late July, 2016, an owner notification by first class mail advising owners to make an
appointment with their authorized Lexus dealer to have the repair performed.
Any authorized Lexus dealer will replace the fuel tank ring at no charge to the vehicle owner.

Q3:
A3:

Which Warning Lamps are illuminated on the instrument panel when the vehicle enters EV fail-safe driving mode?

All of the following warning lights and messages will be illuminated on the instrument panel when the vehicle enters the
EV fail-safe driving mode. The EV fail-safe driving mode will result in reduced power under which the vehicle can still
be driven for short distances.

Warning lights

Warning messages
AWD System Warning Message

Master Warning Light

Check Engine Warning
Light

Note: Display may switch between
these warning messages

Check Engine Warning Message

Note: Display may switch between
these warning messages
PCS system Warning Message
(if equipped)

Note: Display may switch between
these warning messages
Page 1 of 2
© 2016 Lexus, a Division of Toyota Motor Sales, USA

Check Engine Warning Message
(Active when vehicle has less than
0.3 mile range)

Note: Display may switch between
these warning messages
Check Engine Warning Message
The Mileage range will vary based
upon battery state of charge when
entering EV Fail-Safe mode.
(Inactive when less than 0.3 miles)

Note: Display may switch between
these warning messages
Q3a: How long and what distance can a vehicle be driven when the vehicle enters fail-safe driving mode?
A3a:

Q4:
A4:

The distance a vehicle will continue to travel in EV fail-safe mode will vary based upon the hybrid battery state
of charge and the road conditions. If a vehicle enters EV fail-safe mode, the driver should pull-over and stop
the car in a safe area. The driver should immediately contact his/her local Lexus dealer for assistance.

Which and how many vehicles are covered by this Special Service Campaign?

There are approximately 4,500 certain 2016 model year RX450h vehicles covered by this Special Service
Campaign.
Model Name
RX450h

Model Year
2016

Production Period
Late September, 2015 through mid-March, 2016

Q4a: Are there any other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign in the U.S.?

A4a:

No, there are no other Toyota or Scion vehicles covered by this Special Service Campaign.

Q5:
A5:

How long will the repair take?

Q6:
A6:

What if I previously paid for repairs related to this Special Service Campaign?

Q7:
A7:

How does Lexus obtain my mailing information?

Q8:
A8:

What if I have additional questions or concerns?

The repair takes approximately two and a half hours however, depending upon the dealer’s work schedule, it may be
necessary to make the vehicle available for a longer period of time.
Reimbursement consideration instructions will be provided in the owner letter.
Lexus uses an industry provider who works with each state’s Department of Motor Vehicles (DMV) to receive
registration or title information, based upon the DMV records. Please make sure your registration or title information is
correct.
If you have additional questions or concern, please contact the Lexus Customer Assistance Center at 1-800-2553987 Monday – Friday, 5:00 am to 6:00 pm, or Saturday 7:00 am to 4:00 pm Pacific Time.
Page 2 of 2
© 2016 Lexus, a Division of Toyota Motor Sales, USA

[VIN]

2016 Model Year RX450h Vehicles
Fuel Tank Ring Replacement
Special Service Campaign (Remedy Notice)
Dear Lexus Customer:
At Lexus, we are dedicated to providing vehicles of outstanding quality and value. As part of our continuing efforts to provide
superior customer satisfaction, Lexus is announcing a Special Service Campaign, which includes your vehicle.
You received this notice because our records, which are based primarily on state registration and title data, indicate that you
are the current owner.
What is the condition?
In the subject vehicles the float arm in the fuel tank may become obstructed and cause the fuel level gauge to display an
inaccurate reading. This could result in the vehicle running out of fuel during operation. If this occurs the vehicle may illuminate
the check engine light and enter EV mode.
Lexus has created a new fuel tank ring to prevent this condition from occurring.
What will Lexus do?
Any authorized Lexus dealer will replace the fuel tank ring at NO CHARGE to you.
What should you do?
Please contact your authorized Lexus dealer to make an appointment to have the repair performed at no charge. The
remedy will take approximately two and a half hours. However, depending on the dealer’s work schedule, it may be
necessary to make your vehicle available for a longer period of time. If possible, please ensure your vehicle has less than ¼
tank of fuel as the fuel tank will need to be removed for this repair.
This offer is limited to your specific vehicle whose Vehicle Identification Number (VIN) is printed at the beginning of this
letter and is subject to the same conditions set forth in the New Vehicle Limited Warranty section of your Owner’s Manual
Supplement or Owner’s Manual Warranty Information booklet. For additional information, please refer to the booklet.
What if you have other questions?



Your local Lexusdealer will be more than happy to answer any of your questions.
If you require further assistance, you may contact the Lexus Customer Assistance Center at 1-800-255-3987 Monday
through Friday, 5:00 am to 6:00 pm, Saturday 7:00 am to 4:00 pm Pacific Time.

If you would like to update your vehicle ownership or contact information, you may do so by registering at
www.lexus.com/drivers. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new information.
What if you live in California and don’t have this Special Service Campaign performed?
The state of California requires the completion of Special Service Campaigns on emission related parts prior to vehicle
registration renewal. In addition, the State requires that every vehicle must pass an emission test (SMOG Check) every two
years and before it is sold. Without the completion of this NO CHARGE Special Service Campaign the California Air Research
Board (CARB) will not allow your vehicle to be registered. State of California Regulations require Toyota to provide the
Department of Motor Vehicles with a record of all vehicles that have not had the Special Service Campaign completed.

Your Lexus dealer will provide you with a Vehicle Emissions Recall Proof of Correction Form after the campaign has been
completed. Please ensure you retain this form, because the DMV may require that you supply proof that the campaign has been
completed during your vehicle registration renewal process.
If you are a vehicle lessor, please assist us by forwarding this notice to the lessee.
We have sent this notice in the interest of your continued satisfaction with our products, and we sincerely regret any
inconvenience this condition may have caused you.
Thank you for driving a Lexus.
Sincerely,
LEXUS, A DIVISION OF TOYOTA MOTOR SALES, U.S.A., INC.