NHTSA ID Number: 10172374
Manufacturer Communication Number: 19LC05 - Dealer
TSB/Document Date: 2020-03-09
Summary
Dealer Package: The involved vehicles are equipped with an engine oil cooling system. The oil cooling system could experience a small leak due to a manufacturing issue. If a vehicle is continuously operated with this condition, it may result in abnormal engine noise, illumination of the Malfunction Indicator Light (MIL), and an engine oil level low message. Over time, an oil pressure warning message may be displayed on the multi-information display and/or a buzzer may sound.
Lexus, A Division of Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: January 30, 2020
To:
All Lexus Dealer Principals, General Managers, Service Managers, Parts Managers, and Warranty Administrators
SPECIAL SERVICE CAMPAIGN 19LC05 (Remedy)
Certain 2016 – 2019 Model Year RX 450h
Oil Cooler Pipe
Model / Years
RX 450h / 2016 - 2019
Production Period
Early October 2015– Mid February 2019
Approximate Total Vehicles
24,500
Condition
The involved vehicles are equipped with an engine oil cooling system. The oil cooling system could experience a small leak due to a
manufacturing issue. If a vehicle is continuously operated with this condition, it may result in abnormal engine noise, illumination of the
Malfunction Indicator Light (MIL), and an engine oil level low message. Over time, an oil pressure warning message may be displayed on the
multi-information display and/or a buzzer may sound.
Remedy
Any authorized Lexus dealer will replace the engine oil cooler pipe with a new one not affected by this condition FREE OF CHARGE.
Covered Vehicles
There are approximately 24,500 vehicles covered by this Special Service Campaign. No vehicles involved in this Special Service Campaign
were distributed to Puerto Rico.
Owner Letter Mailing Date
Lexus will begin to notify owners in mid-February 2020. A sample of the owner notification letter has been included for your reference.
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.
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.
© 2019 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 1 9 L C 0 5 - D - P a g e |2
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 19LC05” 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 L/Certified 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, 7:00 am to 7:00 pm, Saturday 8:00 am to 5:00 pm Central 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.
© 2020 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 1 9 L C 0 5 - D - P a g e |3
Parts Ordering Process
It is possible that parts for this campaign are either required to be ordered in Campaign Part Order Request (CPOR) on Service Lane, or
have been placed on Manual Allocation Control (MAC) due to potential limited part availability. Please check the CPOR/MAC report on
Dealer Daily for the most up-to-date parts ordering information.
Part Number
04009-40131
Description
PIPE KIT, OIL COOLER
Quantity
1
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
• Senior
• Master
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.
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.
Parts Recovery Procedures
All parts replaced as part of this Special Service Campaign must be turned over to the parts department until appropriate disposition is
determined. The parts department must retain these parts until notification via the Parts Recovery System (PRS) is received indicating whether
to ship or scrap the parts. These parts are utilized by various departments for defect analysis, quality control analysis, product evaluation, as
well as other purposes.
To help minimize dealer storage challenges, Lexus recommends that dealers:
• File the campaign claim accurately and promptly. The time a dealer is required to hold parts is based on when the campaign claim is paid
by Lexus.
• Monitor the Warranty Parts Recovery Notifications and Part Scrap Report regularly.
Refer to Warranty Policies 9.3 and 9.6 for additional details.
Vehicles Emission Recall Proof of Correction Form (California only)
As this Special Service Campaign includes emission related parts, California dealers are requested to fill out the Vehicle Emissions Recall –
Proof of Correction form after repairs have been completed. The vehicle owner may require this form for vehicle registration renewal. 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).
Please complete the form and provide it to the owner. The first non-completed VINs
will be submitted to the California state DMV by September 1, 2020. If the vehicle
owner’s warranty claim will not be processed and paid prior to this date, please be
sure to complete a form and provide it to a California owner.
© 2020 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 1 9 L C 0 5 - D - P a g e |4
Warranty Reimbursement Procedures
Warranty Reimbursement Procedure
Verify Vehicle Eligibility
1. Confirm vehicle VIN matches
the RO.
2. Check Vehicle Inquiry System for
Campaign eligibility.
Not Covered
No further action required.
Covered
Replace Oil Cooler Pipe assembly
Campaign complete.
Return the vehicle to the customer.
Op Code
C05001
•
•
Description
Replace the oil cooler pipe
Flat Rate Hours
1.3
The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
Dealers may claim the cost for engine oil up to half a quart under Op Code C04001 at a maximum rate of $3.67 per vehicle as sublet
type “OF.”
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.
Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter.
© 2020 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 1 9 L C 0 5 - D - P a g e |5
Campaign Designation / Phase Decoder
19TA01
19
T
A
01
Year Camp aig n
is La un ched
Vehicle Make
Field Actio n Categ o ry an d Pha se
Field Actio n Seq uen ce
A = Safety Recall Rem edy
B = Safety Recall Interim
C = Special Service Camp aign
D = Lim ited Service Cam paign
E = Custom er Sup port Program
F = Emissions Recall
01 = 1st Field Action of the year
02 = 2 nd Field Action of the year
03 = 3 rd Field Action of the year
19 = 2019
20 = 2020
21 = 2021
22 = 2022
23 = 2023
Etc...
T = Toyota
L = Lexus
(May use other characters in uniq ue
cases)
(The seq uence is unique for each
Field Action category)
(May use other characters in
unique cases)
Examples:
19TA01 = Launched in 2019, Toyota, Safety Recall Remedy Phase, 1st Safety Recall Launched in 2019
20TC02 = Launched in 2020, Special Service Campaign, 2nd Special Service Campaign Launched in 2020
21TE05 = Launched in 2021, Customer Support Program, 5th Customer Support Program Launched in 2021
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.
© 2020 Lexus, A Division of Toyota Motor Sales, USA
SPECIAL SERVICE CAMPAIGN 19LC05 (Remedy Notice)
Certain 2016 – 2019 Model Year RX 450h Vehicles
Oil Cooler Pipe
Frequently Asked Questions
Original Publication Date: January 30, 2020
Q1:
A1:
What is the condition?
The involved vehicles are equipped with an engine oil cooling system. The oil cooling system could experience a small leak due to a
manufacturing issue. If a vehicle is continuously operated with this condition, it may result in abnormal engine noise, illumination of
the Malfunction Indicator Light (MIL), and an engine oil level low message. Over time, an oil pressure warning message may be
displayed on the multi-information display and/or a buzzer may sound.
Q1a:
A1a:
Are there any warnings prior to the occurrence of this condition?
No. However, if a vehicle is continuously operated with this condition, it may result in abnormal engine noise, illumination
of the Malfunction Indicator Light (MIL), an engine oil level low message. Over time, an oil pressure warning message
may be displayed on the multi-information display and/or a buzzer may sound.
Malfunction Indicator Light (MIL)
Q2:
A2:
Engine Oil Level Low Warning
Message
Oil Pressure Warning Message
What is Lexus going to do?
Lexus will send an owner notification by first class mail starting in mid-February 2020, advising owners to make an appointment with
their authorized Lexus dealer to have the engine oil cooler pipe replaced with a new one not affected by this condition FREE OF
CHARGE.
FAQ Page 1 of 2
© 2020 Lexus, A Division of Toyota Motor Sales, USA
NOTE (Customers who live in the state of California)
The state of California requires the completion of Safety Recalls / 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 FREE Special Service Campaign, the California Air Resources Board (CARB)
will not allow your vehicle to be registered. State of 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.
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.
Q3:
A3:
Which and how many vehicles are covered by this Special Service Campaign?
There are approximately 24,500 vehicles covered by this Special Service Campaign.
Q3a:
A3a:
Model Name
Model Year
Production Period
RX 450h
2016 - 2019
Early October 2015 – Mid February 2019
Are there any other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign in the U.S.?
Yes, there are certain Toyota Highlander HV vehicles covered by this Special Service Campaign.
Q4:
A4:
How long will the repair take?
Q5:
A5:
What if I previously paid for repairs related to this Special Service Campaign?
Q6:
A6:
How does Lexus obtain my mailing information?
Q7:
A7:
What if I have additional questions or concerns?
The repair takes approximately one 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 concerns, please contact the Lexus Guest Experience Center at 1-800-255-3987 Monday
through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 5:00 pm Central Time.
FAQ Page 2 of 2
© 2020 Lexus, A Division of Toyota Motor Sales, USA
Certain 2016– 2019 Model Year RX 450h
Oil Cooler Pipe
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 an engine oil cooling system. The oil cooling system could experience a small leak due to a
manufacturing issue. If a vehicle is continuously operated with this condition, it may result in abnormal engine noise, illumination of the
Malfunction Indicator Light (MIL), and an engine oil level low message. Over time, an oil pressure warning message may be displayed on
the multi-information display and/or a buzzer may sound.
What will Lexus do?
Any authorized Lexus dealer will replace the engine oil cooler pipe with a new one not affected by this condition FREE OF CHARGE.
What should you do?
Before you are inconvenienced by this condition, any authorized Lexus dealer will replace the engine oil cooler pipe with a new one
not affected by this condition FREE OF CHARGE to you.
Please contact your authorized Lexus dealer to make an appointment to have the engine oil cooler pipe replaced. The remedy will
take approximately one 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 you see any of the warning messages shown below or are experiencing abnormal engine noise you may be experiencing the
condition. Please contact your local authorized Lexus dealer for diagnosis and appropriate repair.
Malfunction Indicator Light (MIL)
Engine Oil Level Low Warning Message
Oil Pressure Warning Message
What if you live in California and don’t have this Special Service Campaign performed?
The state of California requires the completion of Safety Recalls / 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 Resources Board (CARB) will not allow your
vehicle to be registered. State of 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.
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.
What if you have previously paid for repairs to your vehicle for this specific condition?
If you have previously paid for repair(s) to your vehicle for this specific condition prior to receiving this letter, you may be eligible for
reimbursement. For reimbursement consideration, please submit a copy of your repair details (for example: a repair order), proof-of-payment,
and ownership information to Lexus’ online, self-service portal. Log-in to your Lexus Drivers account at
https://drivers.lexus.com/lexusdrivers/, click on the “Service” tab, select “Safety Recalls and Service Campaigns”, and click on “Submit
Reimbursement Request”.
Alternatively, if you prefer to mail this information for reimbursement consideration, please use the address below:
Lexus
A Division of Toyota Motor North America, Inc.
PO Box 259001 – SSC/CSP
Mail Drop E3-2D
Plano, TX 75025-9001
Please refer to the attached Reimbursement Checklist for required documentation details.
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,
7:00 am to 7:00 pm, Saturday 8:00 am to 5:00 pm Central Time.
If you would like to update your vehicle ownership or contact information, please visit www.lexus.com/drivers. 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
© 2019 Lexus, A Division of Toyota Motor Sales, USA – Version 3b
- 3X Stronger than the leading full synthetic*
- 10X Better high stress performance**
- 20,000 miles between oil changes***
- Viscosity breakdown as measured in Kurt Orbahn test on 5W...
- As measured in Seq IX test under high load/torque conditions...
- Phosphorus Replacement Technology to help extend the life of...
- Reduces leaks, oil burnoff and power robbing deposits
- 15,000 miles between oil changes*
- Meets or exceeds the following specifications: API SP/SN...
- Or one year, whichever comes first
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TSB/Document ID: 19LC05 - Dealer
Replacement Service Bulletin Number:
MFR Communication Date: 2020-01-30
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: ENGINE AND ENGINE COOLING
MFR Component System:
MFR Component Subsystem:
Previous TSB | Next TSB |
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