LEXUS

◄ IMPORTANT UPDATE ►
Lexus Fixed Operations
The attached Dealer Letter has been updated. Refer to the details below.
DATE
November 26, 2018

•
•

TOPIC
Owner notification section has been updated.
CAL ID clarification has been provided in the Op Code section.

The most recent update in the attached Dealer Letter will be highlighted with a red box.
Please review this notification with your staff to assure that all relevant personnel have been briefed regarding this subject.

© 2018 Lexus, A Division of Toyota Motor North America

Lexus, A Division of Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: October 31, 2018
To:

All Lexus Dealer Principals, General Managers, Pre-owned Managers, Service Managers, Parts Managers, and Warranty
Administrators

SPECIAL SERVICE CAMPAIGN JLH (Remedy Notice)
Certain 2018 Model Year LS 500 and LS 500h
Certain 2018 Model Year NX 300 and NX 300h
Certain 2018 Model Year RX 350L and RX 450hL
Certain 2017 – 2018 Model Year RX350 and RX450h
Intelligent Clearance Sonar (ICS) System Reprogram
Special Service Campaign (Remedy Notice)
Model / Years
2018 LS 500
2018 LS 500h
2018 NX 300/NX 300h
2018 RX 350L
2018 RX 450hL
2017-2018 RX 350
2017 – 2018 RX 450h

Production Period
Mid December 2017 – Late June 2018
Early October 2017 – Mid June 2018
Early September 2017 – Mid May 2018
Early December 2017 – Late April 2018
Mid-January 2018 – Late April 2018
Early August 2016 – Late May 2018
Late August 2016 – Late May 2018

Approximate Total Vehicles
6,700
300
36,000
16,800
1,200
157,900
15,700

Condition
The involved vehicles are equipped with Intelligent Clearance Sonar (ICS). Due to improper software programming in the ICS system, the
ICS system may improperly activate when an involved vehicle enters certain types of carwash facilities and is placed into neutral. If the ICS
system activates, the ICS system will exhibit warnings and the system may apply the brakes.
Remedy
Any authorized Lexus dealer will reprogram the ICS Electronic Control Unit software FREE OF CHARGE.
Covered Vehicles
There are approximately 234,000 vehicles covered by this Special Service Campaign. Approximately 380 vehicles involved in this Special
Service Campaign were distributed to Puerto Rico.
Owner Letter Mailing Date
In our continuing effort to encourage increased customer participation in Special Service Campaigns, Lexus will be piloting a new method for
contacting customers whose vehicles have compatible multimedia head units in Special Service Campaign JLH. This new method will
leverage the Notification application in vehicles with these head units. Lexus will begin to notify owners via this new process in late November
2018.
For vehicles that either do not have a head unit that can receive these notifications or for vehicles whose head unit notification has not been
read, we will mail these owners starting in late December 2018. Vehicles that receive the message, but have not been repaired, will receive
an owner letter at a later date in 2019. A sample of the owner notification letter has been included for your reference.
Reference Dealer Daily message JLH – Head Unit Notification Announcement for more details regarding head unit messaging.

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 Special Service Campaign
announcement, it is the dealership’s responsibility to forward the owner letter to the customer who purchased the vehicle.

© 2018 Lexus, A Division of Toyota Motor Sales, USA

S p e c i a l S e r v i c e C a m p a i g n J L H ( R e m e d y ) - P a g e |2
Please note that only owners of the covered vehicles will be notified. If you are 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.

Dealer Inventory Procedures
New and Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction, Lexus requests that dealers complete this Special Service Campaign on any new or used vehicles currently
in dealer inventory that are covered by this Special Service Campaign prior to customer delivery. However, if the campaign cannot be
completed (for example, due to remedy parts availability), delivery of a covered vehicle is acceptable if disclosed to the customer that the
vehicle is involved in a Special Service Campaign.
Lexus expects dealers to use the attached Customer Contact and Vehicle Disclosure Form to obtain vehicle buyer information. Dealers are
expected to provide a copy of the completed form, along with the most current FAQ, to the vehicle buyer. Lexus and the dealer may use this
information to contact the customer when the remedy becomes available.
Keep the completed form on file at the dealership and send a copy to quality_compliance@toyota.com. In the subject line of the email, state
“Disclosure Form JLH” and include the VIN.
NOTE: Dealers can identify if any of their new and used inventory has any open campaigns in the Vehicle Inventory Summary available in
Dealer Daily (https://dealerdaily.lexus.com/). The Vehicle Inventory Summary may take up to 4 hours to populate information for newly
launched campaigns.
L/Certified Vehicles
L/Certified policy prohibits the certification of any vehicle with an outstanding Safety Recall, Special Service Campaign, or Limited Service
Campaign. Thus, no affected units are to be designated, sold, or delivered as an L/Certified vehicle until all applicable Safety Recalls, Special
Service Campaigns, and Limited Service Campaigns have been completed on that vehicle.

Customer Handling, Parts Ordering, and Remedy Procedures
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter and/or the Special Service
Campaign. Please welcome them to your dealership and answer any questions that they may have. A Q&A is provided to assure a consistent
message is communicated.
Customers with additional questions or concerns are asked to please contact the Lexus Guest Experience Center (1-800-255-3987) Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 6:00 pm Eastern Time.
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
Tania Saldana (859) 815-9968 in Toyota Corporate Communications. Please do not provide this number to customers. Please provide this
contact only to media.
Technician Training Requirements
The repair quality of covered vehicles is extremely important to Lexus. All dealership technicians performing this repair 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 repair are required to currently hold at least one of the following
certification levels:
• Certified Technician
• Senior Technician
• Master Technician
Always check which technicians can perform the repair by logging on to https://LCTPReports.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.
© 2018 Lexus, A Division of Toyota Motor Sales, USA

S p e c i a l S e r v i c e C a m p a i g n J L H ( R e m e d y ) - P a g e |3
Remedy Procedures
Refer to TIS for Technical Instructions on repair. Conduct all non-completed Safety Recalls and Service Campaigns on the vehicle during the
time of appointment.

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.

Warranty Reimbursement Procedures
Warranty Reimbursement Procedure

Check the TIS Vehicle Inquiry System
to verify vehicle eligibility.

Not Covered

No further action required.

Covered

Is a Calibration ID update required to
the Advanced Parking Guidance/ICS/
Intuitive P/A System

NO

YES
Record customized settings; Prepare
the vehicle for calibration ID update

Update the Advanced Parking
Guidance/ICS/Intuitive P/A
System Calibration ID

Perform Verification Heath Check

Restore customized settings;
Complete repair

Op Code
JLH001
JLH002
JLH003
•

Model
LS
RX
NX

Campaign complete.
Return the vehicle to the customer.

Description
Reprogram the ICS ECU
Reprogram the ICS ECU
Reprogram the ICS ECU

The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
© 2018 Lexus, A Division of Toyota Motor Sales, USA

Flat Rate Hours
0.9 hrs/veh
0.6 hrs/veh
0.6 hrs/veh

•

S p e c i a l S e r v i c e C a m p a i g n J L H ( R e m e d y ) - P a g e |4
In the rare cases that the ICS ECU contains the latest calibration ID (no software update is necessary), use op code
JLH001/JLH002/JLH003.

Lexus’ usual customer care amenities of car wash and fuel fill-up apply to this Special Service Campaign. Additionally, one day of rental vehicle
expense (to a maximum of $45/day) while the vehicle is being remedied or the cost of pick-up and redelivery of the customer’s car may be
claimed if required and subject to the guidelines published in the Safety Recall and Special Service Campaign General Procedures document
on TIS.
Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Special Service Campaign. This claim filing information is used by Lexus for
various government reporting activities; therefore, claim filing accuracy is crucial. If it has been identified that a claim has been filed using an
incorrect Op Code or a claim has been filed for an incorrect VIN, refer to Warranty Procedure Bulletin PRO17-03 to correct the claim.

Campaign Designation / Phase Decoder

H

L

A

Year Campaign is Launched

Repair Phase

Current Campaign Letter
for this year

B = 2011
C = 2012
D = 2013
E = 2014
F = 2015
G = 2016
H = 2017
J = 2018
Etc...

L = Remedy
2 = Interim (Remedy not yet
available) “2” will change to “L”
when the Remedy is available
(May use other characters in
unique cases)

1st Campaign = A
2nd Campaign = B
3rd Campaign = C
4th Campaign = D
5th Campaign = E
27th Campaign = 1
28th Campaign = 2
Etc...

Examples:
C1B = Launched in 2012, Interim Phase, 2nd Campaign Launched in 2012
E0A = Launched in 2014, Remedy Phase, 1st Campaign Launched in 2014
J0A = Launched in 2018, Remedy Phase, 1st Campaign Launched in 2018.

Please review this entire package with your Service and Parts staff to familiarize them with the proper step-by-step procedures required to
implement this Special Service Campaign.
Thank you for your cooperation.
LEXUS, A DIVISION OF TOYOTA MOTOR SALES, U.S.A., INC.

© 2018 Lexus, A Division of Toyota Motor Sales, USA

SPECIAL SERVICE CAMPAIGN JLH (Remedy Notice)
Certain 2018 Model Year LS 500 and LS 500h
Certain 2018 Model Year NX 300 and NX 300h
Certain 2018 Model Year RX 350L and RX 450hL
Certain 2017 – 2018 Model Year RX350 and RX450h
Intelligent Clearance Sonar (ICS) System Reprogram
Special Service Campaign
Frequently Asked Questions
Original Publication Date: October 31, 2018
Q1:
What is the condition?
The involved vehicles are equipped with Intelligent Clearance Sonar (ICS). Due to improper software programming in the ICS system, the
ICS system may improperly activate when an involved vehicle enters certain types of carwash facilities and is placed into neutral. If the ICS
system activates, the ICS system will exhibit warnings and the system may apply the brakes.

Q1a:

What is the ICS system?

Q1b:

Are there any indicators when the ICS system activates?

Q1c:

Is it possible to turn off the ICS system?

A1a:

This system restricts engine torque and provides temporary brake support while travelling at speeds less than 10 mph (such
as when parking) when an obstacle is detected in front of or behind the vehicle, depending on the direction of travel.

A1b:

Yes. For this specific condition, when an obstacle is determined to be close to the vehicle, an audible buzzer sounds, and a
warning illustration is shown on the multi-information display indicating the location of obstacle. If the system restricts
engine torque or provides temporary braking support, an additional “BRAKE!” warning message will be displayed on the
multi-information display (MID).

A1c:

Yes. The Settings menu inside of the multi-information display allows for the ICS system to be toggled on and off.

Q2:
A1:

What is Lexus going to do?

Q3:
A2:

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

Lexus will send an owner notification by first class mail starting in mid-November 2018, advising owners to make an appointment
with their authorized Lexus dealer to reprogram the ICS Electronic Control Unit FREE OF CHARGE.
There are approximately 233,000 vehicles covered by this Special Service Campaign.
Model / Years
2018 LS 500
2018 LS 500h
2018 NX 300/NX 300h
2018 RX 350L
2018 RX 450hL
2017-2018 RX 350
2017 – 2018 RX 450h

Q3a:
A3a:
Q4:
A3:

Production Period
Mid December 2017 – Late June 2018
Early October 2017 – Mid June 2018
Early September 2017 – Mid May 2018
Early December 2017 – Later April 2018
Mid-January 2018 – Late April 2018
Early August 2016 – Late May 2018
Late August 2016 – Late May 2018

Approximate Total Vehicles
6,740
330
35,290
16,780
1,220
157,870
15,710

Are there any other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign in the U.S.?
Yes. There are approximately 127,100 Toyota vehicles covered by this Special Service Campaign.

How long will the repair take?

The repair takes approximately 45 minutes. However, depending upon the dealer’s work schedule, it may be necessary to make the
vehicle available for a longer period of time.
FAQ Page 1 of 2
© 2018 Lexus, A Division of Toyota Motor Sales, USA

Q5:
A4:

How does Lexus obtain my mailing information?

Q6:
A5:

What if I have additional questions or concerns?

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 concerns, please contact the Lexus Guest Experience Center at 1-800-255-3987 Monday
through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 6:00 pm Eastern Time.

FAQ Page 2 of 2
© 2018 Lexus, A Division of Toyota Motor Sales, USA

Certain 2018 Model Year LS 500 and LS 500h
Certain 2018 Model Year NX 300 and NX 300h
Certain 2018 Model Year RX 350L and RX 450hL
Certain 2017 – 2018 Model Year RX350 and RX450h
Intelligent Clearance Sonar (ICS) System Reprogram
Special Service Campaign (Remedy Notice)
[VIN]
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?
The involved vehicles are equipped with Intelligent Clearance Sonar (ICS). Due to improper software programming in the
ICS system, the ICS system may improperly activate when an involved vehicle enters certain types of carwash facilities and
is placed into neutral. If the ICS system activates, the ICS system will exhibit warnings and the system may apply the
brakes.
What will Lexus do?
Any authorized Lexus dealer will reprogram the ICS Electronic Control Unit FREE OF CHARGE.
What should you do?
Before you are inconvenienced by this condition, any authorized Lexus dealer will perform the software update FREE
OF CHARGE to you.
Please contact your authorized Lexus dealer to make an appointment to have the software update performed. The
remedy will take approximately 45 minutes. However, depending on the dealer’s work schedule, it may be necessary
to make your vehicle available for a longer period of time.
What if you have other questions?
•
•
•

Your local Lexus dealer will be more than happy to answer any of your questions.
For more information on this and other campaigns, please visit www.lexus.com/recall.
If you require further assistance, you may contact the Lexus Guest Experience Center at 1-800-255-3987 Monday
through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 6:00 pm Eastern Time.

If you would like to update your vehicle ownership or contact information, please visit http://drivers.lexus.com/lexusdrivers.
You will need your full 17-digit Vehicle Identification Number (VIN) to input the new information.
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.

Lexus, A Division of Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000

CUSTOMER CONTACT & VEHICLE DISCLOSURE FORM
This form is not applicable for L/Certified units.

This vehicle is involved in Special Service Campaign. At this time, remedy parts are not available, and the remedy has NOT been performed.
I understand that the vehicle will need to be returned to an authorized Lexus dealer to have the remedy performed at NO CHARGE when
the remedy is available.
Customer Signature
Lexus recommends that you register with the Lexus Drivers Community at http://www.lexus.com/drivers/ and regularly check recall
applicability using www.lexus.com/recall or www.safercar.gov. You will need to input your 17-digit Vehicle Identification Number (VIN).
VIN

Campaign Code

Model

Model Year

Customer Information
Customer Name

Customer Email

Customer Address

Home Phone #
Mobile Phone #
Date

Please provide this information so that Lexus or your dealer can notify you when the remedy becomes available. This information will
only be used for campaign communications. If you’d like to update your preferred contact information in the future, visit
www.lexus.com/drivers or contact us at 1-800-255-3987.
Dealer Information
Dealer Name/Address

Dealer Code
Dealer Phone Number
Dealer Staff Name
Dealer Staff Signature

© 2018 Lexus, A Division of Toyota Motor Sales, USA – Version 3b