NHTSA ID Number: 10177611
Manufacturer Communication Number: 20LC03 - Remedy
TSB/Document Date: 2020-07-27
Summary
DL: The engine control module in the subject vehicles is equipped with software to manage the emissions systems. Due to improper programming in the software, the emissions monitoring system may clear the system test results which can result in a vehicle not being able to complete emission testing/smog checks.
Lexus
, A Division of Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: June 25, 2020
To:
All Lexus Dealer Principals, General Managers, Service Managers, Parts Managers, and Warranty Administrators
SPECIAL SERVICE CAMPAIGN 20LC03 (Remedy Notice)
Certain 2018-2019 Model Year RX 350
Certain 2018-2019 Model Year RX 350L
Engine Control Module Reprogram
Model / Years
2018 – 2019 RX 350
2018 – 2019 RX 350L
Production Period
Early December 2017 – Mid-September 2019
Early August 2017 – Early August 2019
Approximate Total Vehicles
97,900
27,400
Condition
The engine control module in the subject vehicles is equipped with software to manage the emissions systems. Due to improper programming
in the software, the emissions monitoring system may clear the system test results which can result in a vehicle not being able to complete
emission testing/smog checks.
Remedy
Any authorized Lexus dealer will reprogram the engine control module software FREE OF CHARGE.
NOTE: The remedy for Special Service Campaign 20LC03 also addresses the KLA condition. As a result, KLA is no longer active for the
RX vehicles involved in KLA as of June 25, 2020. All RX vehicles involved in KLA (whether or not KLA was completed) are now included in
Special Service Campaign 20LC03.
Covered Vehicles
There are approximately 125,300 vehicles covered by this Special Service Campaign. Approximately 200 vehicles involved in this Special
Service Campaign were distributed to Puerto Rico.
Owner Letter Mailing Date
Lexus will begin to notify owners in late June 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.
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.
© 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 2 0 L C 0 3 - D - P a g e |2
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 20LC03” 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 Pre-Owned Vehicle
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 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.
Salvage Title Vehicles
Every attempt should be made to complete an open Special Service Campaign when circumstances permit, unless noted otherwise in the
SSC dealer letter.
For complete details on this policy, refer to Lexus Warranty Policy 4.15, “What Is Not Covered by The Lexus New Vehicle Limited Warranty”.
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
• Senior Certified
• Master Certified
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.
© 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 2 0 L C 0 3 - D - P a g e |3
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 early January 2021. 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.
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
Is a CID update available for the Engine
and Transmission System?
Yes
Update the Engine and
Transmission System CID’s
No
Campaign completed, return
the vehicle to the customer
Op Code
2LC030
2LC031
•
•
Description
No Reprogramming Needed
Reprogram Engine Control Module
Flat Rate Hours
0.4
0.8
The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
Lexus usual customer care amenities of car wash and fuel fill-up apply to this Special Service Campaign. Additionally, a maximum of one
day of rental vehicle expense (at a maximum rate of $45.00 per 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.
o For rentals that exceed the maximum number of allowable days and/or dollars per day, DSPM authorization is required.
o Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if rental invoice is not attached.
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.
© 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 2 0 L C 0 3 - D - P a g e |4
Campaign Designation / Phase Decoder
19TA01
19
T
A
01
Year Campaign
is Launched
Vehicle Make
Field Action Category and Phase
Field Action Sequence
A = Safety Recall Remedy
B = Safety Recall Interim
C = Special Service Campaign
D = Limited Service Campaign
E = Customer Support Program
F = Emissions Recall
01 = 1st Field Action of the year
02 = 2nd Field Action of the year
03 = 3rd Field Action of the year
19 = 2019
20 = 2020
21 = 2021
22 = 2022
23 = 2023
Etc...
(May use other characters in unique
cases)
(The sequence is unique for each
Field Action category)
(May use other characters in
unique cases)
Examples:
19TA01 = Launched in 2019, Toyota, Safety Recall Remedy Phase, 1 st 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.
LEXUS, A DIVISION OF TOYOTA MOTOR SALES, U.S.A., INC.
© 2020 Lexus, A Division of Toyota Motor Sales, USA
SPECIAL SERVICE CAMPAIGN 20LC03 (Remedy Notice)
Certain 2018 – 2019 Model Year RX 350
Certain 2018 – 2019 Model Year RX 350L
Engine Control Module Reprogram
Frequently Asked Questions
Original Publication Date: June 25, 2020
Q1:
A1:
Q2:
A2:
What is the condition?
The engine control module in the subject vehicles is equipped with software to manage the emissions systems. Due to improper
programming in the software, the emissions monitoring system may clear the system test results which can result in a vehicle not
being able to complete emission testing/smog checks.
What is Lexus going to do?
Lexus will send an owner notification by first class mail starting in late June 2020, advising owners to make an appointment with their
authorized Lexus dealer to have the engine control module reprogrammed FREE OF CHARGE.
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:
I previously received a letter from Lexus regarding a software update under Special Service Campaign KLA. Do I still need to get
this campaign (20LC03) completed?
A3:
Yes. The previous software update (Special Service Campaign KLA) addresses a different issue relating to the rear oxygen sensors.
The software update performed in this Special Service Campaign (designated 20LC03 by Lexus) will address both the KLA and
20LC03 conditions.
Q3a:
A3a:
Q4:
A4:
If I had Special Service Campaign KLA performed, do I still have to get this Special Service Campaign 20LC03
performed?
Yes. The software update in Special Service Campaign KLA does not address the condition in this Special Service
Campaign 20LC03.
Which and how many vehicles are covered by this Special Service Campaign?
There are approximately 125,300 vehicles covered by this Special Service Campaign.
Model Name
Model Year
Production Period
2018 – 2019 RX 350
2018 – 2019 RX 350L
Early December 2017 – Mid-September 2019
Early August 2017 – Early August 2019
97,900
27,400
Q4a:
A4a:
Are there any other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign in the U.S.?
No, there are no other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign.
FAQ Page 1 of 2
© 2020 Lexus, A Division of Toyota Motor Sales, USA
Q5:
A5:
Q6:
A6:
Q7:
A7:
How long will the repair take?
The reprogram will take approximately one hour. However, depending upon the dealer’s work schedule, it may be necessary to
make the vehicle available for a longer period of time.
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 2 of 2
© 2020 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 CONTACT & VEHICLE DISCLOSURE FORM
This form is not applicable for L/Certified units.
This vehicle is involved in an Emissions 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 Owners 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/ownersupdate or contact us at 1-800255-3987.
Dealer Information
Dealer Name/Address
Dealer Code
Dealer Phone Number
Dealer Staff Name
Dealer Staff Signature
© 2020 Lexus, a Division of Toyota Motor Sales, USA
Certain 2018 - 2019 Model Year RX 350
Certain 2018 – 2019 Model Year RX 350L
Engine Control Module Reprogram
Special Service Campaign (Remedy Notice)
[VIN]
M
PL
E
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 engine control module in the subject vehicles is equipped with software to manage the emissions systems. Due to improper programming
in the software, the emissions monitoring system may clear the system test results which can result in a vehicle not being able to complete
emission testing/smog checks.
What will Lexus do?
Any authorized Lexus dealer will reprogram the engine control module software FREE OF CHARGE to you.
NOTE: You may have previously received a notice from Lexus about a software update for your vehicle under Special Service Campaign
KLA. Even if you had that update installed by your dealer, you also need to have this update made in order to remedy this Special Service
Campaign. If the software was not previously updated, this update will remedy both conditions.
What should you do?
Please contact your authorized Lexus dealer to make an appointment to have the engine control module software update performed.
The remedy will take approximately one hour. However, depending on the dealer’s work schedule, it may be necessary to make your
vehicle available for a longer period of time.
SA
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 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, please visit http://Lexus.com/contact for options to contact the Lexus Guest Experience Center.
If you would like to update your vehicle ownership or contact information, please visit https://www.toyota.com/recall/update-info-lexus. 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,
SA
M
PL
E
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TSB/Document ID: 20LC03 - Remedy
Replacement Service Bulletin Number:
MFR Communication Date: 2020-06-25
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: ELECTRICAL SYSTEM:SOFTWARE
MFR Component System:
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