NHTSA ID Number: 10172833
Manufacturer Communication Number: ZLL_Dealer_Lette
TSB/Document Date: 2020-03-30
Summary
Lexus has received reports of paint peeling on certain vehicles with the original factory-applied Blizzard Pearl paint color. These reports indicate that vehicles with this specific paint color, applied during the vehicle manufacturing process, may experience paint peeling on exterior metal body panels. Although the original factory paint is covered by Lexus? New Vehicle Limited Warranty for 4 years or 50,000 miles (whichever comes first), we at Lexus care about the customers? ownership experience. Lexus is providing coverage for repairs related to the condition described above. The following information is provided to inform you and your staff of the program notification schedule and your degree of involvement
Note:
Damage to the vehicle exterior (such as collision damage, deep scratches, dents, etc..) may prevent a repair facility from performing
the paint repair covered by this Customer Support Program.
This Customer Support Program does not cover repair of such damage.
If any damage must be repaired prior to performing the paint repair covered by this Customer Support Program, the dealer may
offer to repair the damage at the customer’s expense.
Examples of damage that might prevent paint repair are:
• Collision damage.
• Dents.
• Deep scratches.
• Deep rock chips.
This coverage is for work performed at an authorized Lexus
dealer only*. It is subject to the same terms and conditions set forth in
the New Vehicle Limited Warranty Section of the Owner’s Warranty Information booklet.
*Only authorized Lexus dealerships are authorized to confirm if the paint peeling condition is covered by this program. However,
after confirming that the paint peeling condition is covered by this program, the authorized Lexus dealership may choose to
coordinate to have the repainting repair performed by a non-Lexus repair facility (e.g. third-party collision repair facility, body shop,
etc.).
Q6:
A6:
Q7:
A7:
What if my vehicle’s paint is peeling from this condition, but my vehicle has damage that requires repair prior to repairing the peeling
condition.
This Customer Support Program only provides the coverage described above. This program does not cover the repair of damage
(e.g. collision damage, dents, etc..) which may be required to complete the Customer Support Program repair. Some dealers may
be willing to repair damage needed to complete this Customer Support Program. If your dealer is willing to do so, you will be
responsible for any costs associated with the damage repair. If you elect not to repair the damage, the dealer may indicate that they
are not able to complete the Customer Support Program repair.
What should I do if the factory-applied Blizzard Pearl paint is currently peeling from this condition?
If an owner thinks that he/she has experienced the condition described in this Customer Support Program, a local Lexus dealer
should be contacted for appropriate diagnosis and repair. If the condition is verified as being in accordance with the terms of the
program, the repair will be performed FREE OF CHARGE to the owner. Note that after confirming that the paint peeling condition
is covered by this program, the authorized Lexus dealership may choose to coordinate to have the repainting repair performed by
a non-Toyota repair facility (e.g. third-party collision repair facility, body shop, etc.).
Q7a:
A7a:
Q8:
A8:
What if the diagnosis is performed and my vehicle is not covered by the Customer Support Program?
Please be aware that, if the condition is not covered by this Customer Support Program, you may be responsible for the
initial diagnostic fees and any other repairs you may decide to have performed. Any authorized Lexus Dealership can
determine if a condition is covered by this Customer Support Program.
What if an owner HAS NOT experienced this condition but would like to have the repair completed?
This Customer Support Program only applies to vehicles that have exhibited the condition described above. If an owner has not
experienced the condition, he/she is asked to tear off the sheet included in the owner letter and insert it into the Owner’s Warranty
Information Booklet for future reference.
FAQ Page 2 of 3
© 2019 Lexus, A Division of Toyota Motor Sales, USA
Q9:
A9:
Q10:
A10:
Do I need to wait until I receive an owner notification letter before visiting a dealer to receive a repair?
No, you may visit any authorized Lexus dealer for diagnosis if your vehicle is exhibiting the condition and, if applicable, repair.
What is involved in the repair:
If the condition is verified as being in accordance with the terms of the program, the specific metal panel affected will be repainted.
Your vehicle will not be completely repainted under this program.
Q10a:
May the affected panel be repainted with a new color different from the factory-applied color?
A10a:
No. The affected panel will be repainted to match the current color of the vehicle’s factory-applied Blizzard Pearl paint.
For example, if your vehicle was factory painted with Blizzard Pearl paint, the affected panel will be painted to match the
current color of the vehicle’s factory-applied Blizzard Pearl paint. The panel may not be repainted with any other color
such as orange, blue, grey, etc.
Q11:
A11:
Q12:
Can I be reimbursed if I previously paid for repairs related to factory-applied paint peeling from my vehicle due to this condition?
Customers who have already paid for repairs related to this condition may qualify for reimbursement of some, or all, of their out of
pocket costs. The expense must have been incurred prior to September 26, 2019, and sufficient documentation submitted, to qualify
for reimbursement. Lexus will not reimburse for out of pocket costs incurred after September 26, 2019. Customer reimbursement
instructions will be included in the owner letter.
Which factory-applied paints are covered by this Customer Support Program?
A12:
The factory-applied Blizzard Pearl (Lexus paint code 070) paint on the vehicle’s exterior metal body panels are covered by this
program.
Q13:
Is the paint on plastic body panels covered by this Customer Support Program?
A13:
Q14:
A14:
Q15:
A15:
Q16:
A16:
Factory-applied paint on plastic body panels (for example: a plastic bumper cover) is not covered. Only factory-applied Blizzard
Pearl (Lexus paint code 070) paint on the vehicle’s exterior metal body panels are covered by this program. Plastic body panels are
not covered by this program because plastic body panels do not have a base metal electrodeposition layer and are; therefore, not
affected.
How long will the repair take?
Depending upon the location and extent of the peeling condition on your vehicle, the repair time for your vehicle can vary (for
example: between approximately 1 day and 2 weeks). Once the peeling condition covered by this program has been verified on your
vehicle, your authorized Lexus dealer will advise you about the necessary repair time. If the repair is estimated to exceed 4 hours, a
loaner vehicle may be provided for the period that your vehicle is undergoing repair
How does Lexus obtain my mailing information?
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.
What if I have additional questions or concerns?
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 8:00 am to 5:00 pm Central Time.
FAQ Page 3 of 3
© 2019 Lexus, A Division of Toyota Motor Sales, USA
Lexus, A Division of Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
CUSTOMER SUPPORT PROGRAM NOTIFICATION
Paint Peeling (Vehicles Painted with Factory-Applied Blizzard Pearl)
E
[VIN]
Dear Lexus Owner:
At Lexus, we provide vehicles of outstanding quality and value. You previously received a notice from Lexus informing you that your vehicle
is included in this Customer Support Program and that the repair for your vehicle is forthcoming. This notice is to inform you that the repair is
now available for your vehicle.
PL
Lexus has received reports of paint peeling on certain vehicles with the original factory-applied Blizzard Pearl paint color. These reports
indicate that vehicles with this specific paint color, applied during the vehicle manufacturing process, may experience paint peeling on any
exterior metal body panels.
This Customer Support Program provides coverage for involved vehicles with the original factory Blizzard Pearl paint. The covered condition
may occur when sunlight over time degrades the adhesion between the factory-applied paint primer coat layer and the base metal
electrodeposition layer causing the paint to peel from the metal body panel. If the condition is verified, the specific panel affected will be
repainted.
M
Note:
Damage to the vehicle exterior (such as collision damage, deep scratches, dents, etc..) may prevent a repair facility from performing the paint
repair covered by this Customer Support Program.
This Customer Support Program does not cover repair of such damage.
If any damage must be repaired prior to performing the paint repair covered by this Customer Support Program, the dealer may offer to
repair the damage at the customer’s expense.
SA
Examples of damage that might prevent paint repair are:
• Collision damage.
• Dents.
• Deep scratches.
• Deep rock chips.
This coverage is for work performed at an authorized Lexus dealer only*. It is subject to the same terms and conditions set forth in the New
Vehicle Limited Warranty Section of the Owner’s Warranty Information booklet.
*Only authorized Lexus dealerships are authorized to confirm if the paint peeling condition is covered by this program. However, after
confirming that the paint peeling condition is covered by this program, the authorized Lexus dealership may choose to coordinate to have the
repainting repair performed by a non-Lexus repair facility (e.g. third-party collision repair facility, body shop, etc.).
Primary Coverage
Applicable until March 2, 2022
Secondary Coverage
(After Primary Coverage ends)
Applicable for 10 years from the vehicle’s date of first use
regardless of mileage.
What should you do?
Please tear off and insert the sheet at the bottom of the page into the back of your Owner’s Manual for future reference. If you have not
experienced the condition described in the Customer Support Program Details below, there is no action necessary at this time.
If you have experienced this condition, please contact any authorized Lexus dealer and make arrangements for diagnosis and, if applicable,
repair.
What if you have other questions?
•
•
•
Refer to the Frequently Asked Questions sheet included with this letter.
Your local Lexus dealer will also be more than happy to answer any of your questions.
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.
E
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.
What if you have previously paid for repairs to your vehicle for this specific condition?
Please note, an authorized Lexus dealer inspection is required under this Customer Support Program. The authorized Lexus dealer will
confirm the condition and affected areas for coverage under the program.
PL
In the interest of customer satisfaction, if you have previously paid for repairs related to this condition prior to September 26, 2019, please
mail a copy of your repair details (for example: a repair order), proof-of-payment, and ownership information to the following address for
reimbursement consideration:
Note that the expense must have been incurred prior to September 26, 2019. Lexus does not reimburse for expenses incurred after
September 26, 2019.
Lexus Guest Experience Center
c/o Toyota Motor North America, Inc.
P O Box 259001 – SSC/CSP Reimbursements
Plano, Texas 75025-9001
M
Please refer to the attached Reimbursement Checklist for required documentation details.
We have sent this notice in the interest of your continued satisfaction with our products. We sincerely regret any inconvenience this condition
may have caused you.
Thank you for driving a Lexus.
Sincerely,
SA
LEXUS, A DIVISION OF TOYOTA MOTOR SALES, U.S.A., INC.
▼ Remove at perforation and place in the back of your owner’s manual ▼
Customer Support Program Details
This Customer Support Program does not cover repair of such damage.
E
Note:
Damage to the vehicle exterior (such as collision damage, deep scratches, dents, etc..) may
prevent a repair facility from performing the paint repair covered by this Customer Support
Program.
PL
If any damage must be repaired prior to performing the paint repair covered by this
Customer Support Program, the dealer may offer to repair the damage at the customer’s
expense.
Examples of damage that might prevent paint repair are:
• Collision damage.
• Dents.
• Deep scratches.
• Deep rock chips.
•
•
The Primary Coverage will be offered until March 2, 2022, regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 10 years from
the date of first use, regardless of mileage.
M
Please note that this coverage is for work performed at an authorized Lexus dealer only.
*Please see your Lexus dealer for additional details
This coverage is for work performed at an authorized Lexus dealer only**. It is subject to the same terms and conditions
set forth in the New Vehicle Limited Warranty Section of the Owner’s Warranty Information booklet.
**Only authorized Lexus dealerships are authorized to confirm if the paint peeling condition is covered by this program.
However, after confirming that the paint peeling condition is covered by this program, the authorized Lexus dealership
may choose to coordinate to have the repainting repair performed by a non-Lexus repair facility (e.g. third-party collision
repair facility, body shop, etc.).
SA
VIN#
Date of First Use
A voluntary Customer Support Program has been initiated for your vehicle
This Customer Support Program provides coverage for affected vehicles with the original
factory Blizzard Pearl paint. The covered condition may occur when sunlight over time
degrades the adhesion between the factory-applied paint primer coat layer and the base
metal electrodeposition layer causing the paint to peel from the metal body panel. If the
condition is verified, the specific panel affected will be repainted*.
CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS
Q3:
A3:
What if an owner HAS NOT experienced this condition but would like to have the repair completed?
This Customer Support Program only applies to vehicles that have exhibited the condition described above. If you have not
experienced the condition, please tear off the sheet included in the owner letter and insert it into your Owner’s Warranty Information
Booklet for future reference.
E
Q2:
A2:
Is this a recall?
No. This is not a recall. At Lexus, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual
efforts to help ensure customer satisfaction, Lexus is advising you of this Customer Support Program.
What should I do if the factory-applied Blizzard Pearl paint is currently peeling from this condition?
If you believe that you have experienced the condition described in this Customer Support Program, contact your local Lexus dealer
for appropriate diagnosis and repair. If the condition is verified as being in accordance with the terms of the program, the repair will
be performed FREE OF CHARGE. Note that after confirming that the paint peeling condition is covered by this program, the
authorized Lexus dealership may choose to coordinate to have the repainting repair performed by a non-Lexus repair facility (e.g.
third-party collision repair facility, body shop, etc.).
Q3a:
A3a:
Q4:
A4:
PL
Q1:
A1:
What if the diagnosis is performed and my vehicle is not covered by the Customer Support Program?
Please be aware that, if the condition is not covered by this Customer Support Program, you may be responsible for the
initial diagnostic fees and any other repairs you may decide to have performed. Any authorized Lexus Dealership can
determine if a condition is covered by this Customer Support Program.
What is involved in the repair:
If the condition is verified as being in accordance with the terms of the program, the specific panel affected will be repainted. Your
vehicle will not be completely repainted under this program.
Q4a:
May the affected panel be repainted with a new color different from the factory-applied color?
No. The affected panel will be repainted to match the current color of the vehicle’s factory-applied Blizzard Pearl paint.
M
A4a:
For example, if your vehicle was factory painted with Blizzard Pearl paint, the affected panel will be painted to match the
current color of the vehicle’s factory-applied Blizzard Pearl paint. The panel may not be repainted with any other color
such as orange, blue, grey, etc.
How long will the repair take?
Depending upon the location and extent of the peeling condition on your vehicle, the repair time for your vehicle can vary (for
example: between approximately 1 day and 2 weeks). Once the peeling condition covered by this program has been verified on your
vehicle, your authorized Lexus dealer will advise you about the necessary repair time. If the repair is estimated to exceed 4 hours, a
loaner vehicle may be provided for the period that your vehicle is undergoing repair
SA
Q5:
A5:
Q6:
A6:
Q7:
A7:
Q8:
A8:
Which factory-applied paints are covered by this Customer Support Program?
The factory-applied Blizzard Pearl (Lexus paint code 070) paint on the vehicle’s exterior metal body panels are covered by this
program.
Is the paint on plastic body panels covered by this Customer Support Program?
No. Factory-applied paint on plastic body panels (for example: a plastic bumper cover) is not covered. Only factory-applied Blizzard
Pearl (Lexus paint code 070) paint on the vehicle’s exterior metal body panels are covered by this program. Plastic body panels are
not covered by this program because plastic body panels do not have a base metal electrodeposition layer and are; therefore, not
affected.
Can I be reimbursed if I previously paid for repairs related to factory-applied paint peeling from my vehicle due to this condition?
Customers who have already paid for repairs related to this condition may qualify for reimbursement of some, or all, of their out of
pocket costs. The expense must have been incurred prior to September 26, 2019, and sufficient documentation submitted, to qualify
for reimbursement. Lexus will not reimburse for out of pocket costs incurred after September 26, 2019.
PL
E
This Customer Support Program only provides the coverage described above. This program does not cover the repair of damage
(e.g. collision damage, dents, etc..) which may be required to complete the Customer Support Program repair. Some dealers may
be willing to repair damage needed to complete this Customer Support Program. If your dealer is willing to do so, you will be
responsible for any costs associated with the damage repair. If you elect not to repair the damage, the dealer may indicate that they
are not able to complete the Customer Support Program repair.
SA
A9:
What if my vehicle’s paint is peeling from this condition, but my vehicle has damage that requires repair prior to repairing the peeling
condition.
M
Q9:
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TSB/Document ID: ZLL_Dealer_Lette
Replacement Service Bulletin Number:
MFR Communication Date: 2020-02-06
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: STRUCTURE
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