If the owner experiences the condition described above, they should contact their local authorized Lexus dealership for diagnosis. If
the condition is verified, the dealer will replace the affected rear inside door handle(s) FREE OF CHARGE.

FAQ Page 1 of 3
© 2020 Lexus, A Division of Toyota Motor Sales, USA

Q3:
A3:

Which and how many vehicles are covered by this Customer Support Program?
There are approximately 372,300 vehicles covered by this Customer Support Program.
Model / Years
2016 - 2018 RX 350
2016 – 2018 RX 450h

Phase 1:
Production Period
Late April 2015 – Early September 2018
Late April 2015 – Early September 2018

Approximate Total Vehicles
258,900
27,800

Model / Years
2019 RX 350
2019 RX 450h

Phase 2:
Production Period
Late August 2018 – Mid-September 2019
Early September 2018 – Late August 2019

Approximate Total Vehicles
72,400
13,200

Q3a:
A3a:
Q4:
A4:

Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program in the U.S.?

At this time, there are no other Lexus/Toyota/Scion vehicles covered by this Customer Support Program.

What are the details of this program?

This Customer Support Program provides coverage as it applies to rear inside door handles. If the condition is verified, the vehicle
will be repaired with rear inside door handle(s) under the terms of this Customer Support Program.
•

This coverage will be offered for 10 years from the vehicle’s date of first use, regardless of mileage.

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. For example, damage from abuse, an
accident, theft and/or vandalism is not covered.
Q5:
A5:

Q6:
A6:

What should an owner do if experiencing this condition on the rear door handles?

If an owner thinks that he/she has experienced the condition on the rear door handles that is 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.

Q5a:

What if the diagnosis is performed and my vehicle is not covered by the Customer Support Program?

A5a:

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?
For the front door handles, Special Service Campaign 20LC02 applies and the owner is requested to make an appointment with a
local dealer to have the condition remedied under that campaign.
For the rear door handles, this Customer Support Program applies. It provides coverage for 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.

Q7:
A7:
Q8:
A8:
Q9:
A9:

How long will the repair take?
The repair for this Customer Support Program takes approximately 1 hour. However, depending upon the dealer’s work schedule,
it may be necessary to make the vehicle available for a longer period of time.

What if I previously paid for repairs related to this Customer Support Program?
Reimbursement consideration instructions will be provided in the owner letter.

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.

FAQ Page 2 of 3
© 2020 Lexus, A Division of Toyota Motor Sales, USA

Q10:
A10:

What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Lexus Brand Engagement Center at 1-800-255-3987 Monday
through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.

FAQ Page 3 of 3
© 2020 Toyota Motor Sales, USA

Lexus, A Division of
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024

[VIN]
Dear Lexus Owner:

PL
E

Certain 2016 – 2019 Model Year RX 350 and RX 450h
Special Service Campaign (20LC02) - Front Inside Door Handle May Become Inoperative
Customer Support Program (20LE02) - Rear Inside Door Handle May Become Inoperative

At Lexus, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual efforts to ensure customer
satisfaction, Lexus would like to advise you of a voluntary Special Service Campaign and a voluntary Customer Support Program that have
been initiated for 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?
There is a possibility that the inside door handles can break where the latch release cable is attached if the handle is repeatedly used with high
force. If this occurs, the inside door handle can become inoperative.

M

What will Lexus do?
Lexus has initiated two different programs to reduce inconvenience to you resulting from this condition.
(1) For the front inside door handles, Lexus has launched Special Service Campaign 20LC02. Under this program, we request you
contact any authorized Lexus dealer who will replace both front inside door handles FREE OF CHARGE to you.
(2) For the rear inside door handles, Lexus has launched Customer Support Program 20LE02. Under this program, Lexus is providing
coverage should you experience this condition on the rear inside door handles on your vehicle.

Coverage for the Rear Inside Door Handles

SA

This coverage will be offered for 10 years from the vehicle’s date of first use, regardless of mileage.

What should you do?

For the front inside door handles, we request that you contact any authorized Lexus dealer, who will replace both front inside door
handles FREE OF CHARGE to you.

Please contact your authorized Lexus dealer to make an appointment to have the front inside door handles replaced. The remedy will
require parts replacement. Please contact your dealer to schedule an appointment in advance to confirm parts availability and
minimize your inconvenience. The remedy will take approximately 1 hour. However, depending on the dealer’s work schedule, it may
be necessary to make your vehicle available for a longer period of time.

For the rear inside door handles, please tear off and insert the sheet at the bottom of the page into the back of your Owner’s Manual
for future reference should you experience this condition on the rear inside door handles.

If you have experienced this condition on the rear inside door handles, please contact any authorized Lexus dealer and make
arrangements for diagnosis and, if applicable, repair. The repair will take approximately 1 hour. However, depending upon the dealer’s
work schedule, it may be necessary to make the vehicle available for a longer period of time.

What if you have other questions?
•
•
•
•

Your local Lexus dealer will also be more than happy to answer any of your questions.
For more information on Special Service Campaign 20LC02 and other campaigns, please visit www.lexus.com/recall.
Refer to the Frequently Asked Questions sheet for Customer Support Program 20LE02 included with this letter.
If you require further assistance, please visit http://Lexus.com/contact for options to contact the Lexus Brand Engagement 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.
What if you have previously paid for repairs to your vehicle for these specific conditions?
If you have previously paid for repairs related to this condition, please mail a copy of your repair details (for example: a repair order), proofof-payment, and ownership information to the following address for reimbursement consideration:

PL
E

Lexus
A Division of Toyota Motor Sales, 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.

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

M

LEXUS, A DIVISION OF TOYOTA MOTOR SALES, U.S.A., INC

Customer Support Program 20LE02 Details
Customer Support Program 20LE02 provides coverage as it applies to rear inside door
handles. The specific condition covered by this program is rear inside door handle breakage
where the door latch release cable is attached. If the condition is verified, the vehicle will be
repaired with new rear inside door handle(s) under the terms of this Customer Support
Program*.
•

This coverage will be offered for 10 years from the vehicle’s date of first use, regardless
of mileage.

Please note that this coverage is for work performed at an authorized Lexus dealer only.

VIN#

SA

M

*Please see your Lexus dealer for additional details

PL
E

This coverage is subject to the same terms and conditions set forth in the New Vehicle Limited Warranty Section of the
Owner’s Warranty Information booklet. For example, damage from abuse, an accident, theft and/or vandalism is not
covered.

A voluntary Customer Support Program has
been initiated for your vehicle

▼ Remove at perforation and place in the back of your owner’s manual ▼

SPECIAL SERVICE CAMPAIGN – 20LC02
CUSTOMER SUPPORT PROGRAM – 20LE02
FREQUENTLY ASKED QUESTIONS

Q2:
A2:

Is this a recall?
No. These programs Lexus is launching are 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 these programs.

PL
E

Q1:
A1:

If my vehicle does not have this condition, do I need to make an appointment with my dealership?

For the front inside door handles, we request that you contact any authorized Lexus dealer, who will replace both front inside door
handles FREE OF CHARGE to you.
For the rear inside door handles, a repair is not necessary unless your vehicle is exhibiting the rear inside door handle condition
described in this letter. If you have not experienced this condition on the rear inside door handles, please tear off and insert the sheet
from the bottom of the owner letter into the back of your owner’s manual for future reference.

Q4:
A4:

Is the Customer Support Program coverage for the rear handles transferable if I sell my vehicle?

Yes, Customer Support Program 20LE02 coverage for the rear door handles is fully transferrable to subsequent vehicle owners
for the condition and terms specified in the notification letter.

What should I do if my vehicle has the condition described?

If you experience this condition, please contact any authorized Lexus dealer and make arrangements for diagnosis and, if applicable,
repair.

Q4a:

Are there any warnings that this condition exists?

A4a:

If the condition has occurred on a door handle, occupant(s) may notice that operating the affected inside door handle will
not open the door. Occupants may also notice loss of tension to the affected handle, obvious misalignment of the handle,
and/or a sudden pop noise when the door latch release cable separates from the handle.

M

Q3:
A3:

NOTE: The rear doors also have a child-protector lock which, when on, will prevent the rear doors from being opened
using the inside door handle.

Q4b:

If an inside door handle becomes inoperative due to this condition, how can occupant(s) exit the vehicle?
If this condition occurs, the window of the affected door can be rolled down and the door can be opened using the exterior
door handle allowing the occupant(s) to exit the vehicle. Occupants can also exit from an alternative door.

SA

A4b:

Q5:
A5:
Q6:
A6:

Which part(s) are covered by Customer Support Program 20LE02?

Refer to the owner letter to find the specific component(s) covered by that program.

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.