◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
June 1, 2020

TOPIC
This Limited Service Campaign has expired as of June 1, 2020

Please review this notification with your staff to assure that all relevant personnel have been briefed regarding
this subject.
Thank you for your cooperation.

© 2019 Toyota Motor Sales, USA

Subject:

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June 15, 2017

Limited Service Campaign HLB – Remedy Notice
28 Specific 2017 Model Year AWD (All Wheel Drive) GS 350 vehicles
Incorrect Driver’s Carpet Floor Mat

Dear Dealer Principal:

1,

In our continuing efforts to ensure the best in customer satisfaction, Lexus is launching a Limited Service
Campaign (LSC) on 28 specific 2017 model year AWD (All Wheel Drive) GS 350 vehicles.

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Background
The subject AWD (All Wheel Drive) vehicles received a set of carpet floor mats designed for a RWD (Rear
Wheel Drive) model. If installed, the driver’s floor mat is too wide and cannot be secured in the correct
position using the retaining clips.

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Remedy
Any authorized Lexus dealer will install the correct carpet floor mat set at NO CHARGE to the vehicle
owner. The condition only applies to the driver’s floor mat; however, a new set of four floor mats will be
installed.

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This LSC will be available until May 31st, 2020, and will only be available at an authorized Lexus dealer.

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Owner Notification Mailing Date
Lexus will notify owners in June, 2017. A sample of the owner notification letter has been included for your
reference.

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

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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.
New and Pre-owned Vehicles in Dealership Inventory (In-Stock Vehicles
To ensure customer satisfaction, Lexus requests that dealers conduct this Limited Service Campaign remedy
on any new or pre-owned vehicles currently in dealer inventory that are covered by this Limited Service
Campaign prior to customer delivery.
L-Certified Vehicles
The 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

Number and Identification of Covered Vehicles
There are 28 specific 2017MY GS 350 vehicles covered under this LSC.
Remedy Procedures
Please refer to TIS for Technical Instructions.

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delivered as L-Certified until all applicable Safety Recalls, Special Service Campaigns, and Limited Service
Campaigns have been completed on that vehicle.

Conduct all applicable, non-completed Safety Recall and Service Campaigns on the vehicle during the time
of appointment.

Description

PT926-30161-25

Carpet Floor Mat

Quantity/Vehicle
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Part Number

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Parts Ordering Process
Orders should be placed through your dealership’s facing PDC.

Technician Training Requirements

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

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The repair quality of covered vehicles is extremely important to Lexus. All dealership technicians performing
this LSC 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 LSC repair are required to currently hold at least one of the following certification
levels:

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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

Not Involved

No further action required.

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Replace all 4 floor mats

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Verify Vehicle Eligibility
1. Check the TIS Vehicle Inquiry
System.
Involved
Inspect the left front carpeted floor mat

1,

OK

Op. Code

HLB

GGG50A

Description

Flat Rate

Replace Vehicle Carpet Floor Mats

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LSC

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Campaign complete.

 The above operation codes include 0.1 hour for administrative cost per unit for the dealership.

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Lexus’ usual customer care amenities of car wash and fuel fill-up apply to this LSC. 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 Safety Recall and Special Service Campaign General Procedures
document on TIS.

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Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Limited 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 opcode or a claim has been filed
for an incorrect VIN, refer to Warranty Procedure Bulletin PRO17-03 to correct the claim.

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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 Victor Vanov (469) 292-1318 in Toyota Corporate Communications.
Please do not provide this number to customers. Please provide this contact only to media.

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Customer Contacts
A Q&A is attached to assist you in responding to any questions or customer concerns. Customers with
additional questions or concerns are asked to please contact the Lexus Customer Assistance Center (1800-255-3987) - Monday through Friday, 8:00 am to 9:00 pm, Saturday 9:00 am to 6:00 pm Eastern
Time.

Please review this entire package with your Service and Parts staff to familiarize them with the proper stepby-step procedures required to implement this Limited Service Campaign.

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

Customer Satisfaction Manager
General Manager
LCCS Manager
Parts Manager
Pre-owned Manager
Service Manager
Warranty Administrator

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CC:

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Attachments

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1,

Thank you for your on-going support.

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Limited Service Campaign HLB – Remedy Notice
28 Specific 2017 Model Year AWD (All Wheel Drive) GS 350 vehicles
Incorrect Driver’s Carpet Floor Mat
Frequently Asked Questions
Published June 15, 2017

Q1:

What is the condition?

The subject AWD (All-Wheel Drive) vehicles received a set of carpet floor mats designed for a RWD (Rear-Wheel
Drive) model. If installed, the driver’s floor mat is too wide and cannot be secured in the correct position using the
retaining clips.

Q2:

What is Lexus going to do?

A2:

1,

A1:

Lexus will send a notification letter in June of 2017 by first class mail to owners of vehicles covered by this Limited
Service Campaign.

A2a:

How long will the repair take?

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Q2a:

Installing the carpet floor mat set will take approximately thirty minutes; however, depending upon the
dealer’s work schedule, it may be necessary to make the vehicle available for a longer period of time.

When will this Limited Service Campaign expire?

Q4:

How does Lexus obtain my mailing information?

Q5:

A5:

Q6:

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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.

Are there any indicators of this condition?

Yes. The driver’s carpet floor mat will not fit properly in the designated area and cannot be secured in the correct
position using the retaining clips.

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

There are 28 specific 2017 model year AWD (All Wheel Drive) GS 350 vehicles covered by this Limited
Service Campaign in the U.S.

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A6:

This Limited Service Campaign will be available until May 31, 2020.

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A4:

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Q3:
A3:

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Any authorized Lexus dealer will install the correct carpet floor mat set at NO CHARGE to the customer. The
condition only applies to the driver’s floor mat; however, a new set of four floor mats will be installed. If the customer
has purchased all-weather floor mats, the new carpet floor mat set will be placed in the trunk.

Q6a: Are there any other Lexus, Toyota, or Scion vehicles covered by this Limited Service Campaign in the
United States?

A6a:

No. There are no other Lexus, Toyota, or Scion vehicles covered by this Limited Service Campaign.

© 2017 Lexus, A Division of Toyota Motor Sales, USA

Page 1 of 2

Q7:
A7:

What if a customer has additional questions or concerns?

If owners have additional questions or concerns, they may contact the Lexus Customer Assistance Center (1-800-

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255-3987) - Monday through Friday, 8:00 am to 9:00 pm, Saturday 9:00 am to 6:00 pm Eastern Time.

© 2017 Lexus, A Division of Toyota Motor Sales, USA

Page 2 of 2

Limited Service Campaign
28 Specific 2017 Model Year AWD (All Wheel Drive) GS 350 vehicles
Incorrect Driver’s Carpet Floor Mat – 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 Limited 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 subject AWD (All Wheel Drive) vehicles received a set of carpet floor mats designed for a RWD (Rear Wheel Drive) model. If
installed, the driver’s floor mat is too wide and cannot be secured in the correct position using the retaining clips.

What should you do?

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What will Lexus do?
Any authorized Lexus dealer will install the correct carpet floor mat set at NO CHARGE to you. The condition only applies to the
driver’s floor mat; however, a new set of four floor mats will be installed. If you have purchased all-weather floor mats, the new carpet
floor mat set will be placed in your trunk.

Before you are inconvenienced by this condition, please contact your authorized Lexus dealer to make an appointment to have the
carpet floor mat set replaced. This will take approximately thirty minutes. However, depending on the dealer’s work schedule, it
may be necessary to make your vehicle available for a longer period of time. This program will be offered until 05/31/2020, and
will only be available at an authorized Lexus dealer.
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.

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What if you have other questions?

Your local Lexus dealer will be more than happy to answer any of your questions.
If you require further assistance, you may contact the Lexus Customer Assistance Center (1-800-255-3987) - Monday through
Friday, 8:00 am to 9:00 pm, Saturday 9:00 am to 6:00 pm Eastern 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.

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.