NHTSA ID Number: 10187256
Manufacturer Communication Number: 20LE01 - Dealer
TSB/Document Date: 2021-02-16
Summary
DP: There is a possibility that the A/C servo motor(s) have an internal electrical malfunction which could lead to inconsistent air temperature coming from the air conditioner (A/C) vents, air not coming out at the selected temperature, and/or air not coming out of the selected A/C vent of the vehicle. Although the A/C servo motors are 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 A/C servo motor(s) that have an internal electrical malfunction which could lead to the symptoms described above. The following information is provided to inform you and your staff of the program notification schedule and your degree of involvement.
Reprogram, Utility, R&R HVAC and 1 Front Servo, R&R Trim and 1 Rear Servo
Reprogram, Utility, R&R HVAC and 1 Front Servo, R&R Trim and 2 Rear Servos
Reprogram, Utility, R&R HVAC and 2 Front Servo, R&R Trim and 1 Rear Servo
Reprogram, Utility, R&R HVAC and 2 Front Servo, R&R Trim and 2 Rear Servos
Reprogram, Utility, R&R HVAC and 3 Front Servo, R&R Trim and 1 Rear Servo
Reprogram, Utility, R&R HVAC and 3 Front Servo, R&R Trim and 2 Rear Servos
Reprogram, Utility, R&R HVAC and 4 Front Servo, R&R Trim and 1 Rear Servo
Reprogram, Utility, R&R HVAC and 4 Front Servo, R&R Trim and 2 Rear Servos
Reprogram, Utility, R&R HVAC and 5 Front Servo, R&R Trim and 1 Rear Servo
Reprogram, Utility, R&R HVAC and 5 Front Servo, R&R Trim and 2 Rear Servos
LX
LX
LX
LX
LX
LX
LX
LX
LX
LX
7.1
7.2
7.2
7.3
7.3
7.4
7.4
7.5
7.5
7.6
CONTINUED ON NEXT PAGE …
© 2021 Lexus, A Division of Toyota Motor Sales, USA
Is DTC
B1458 present?
or
B1443 or B1446
w/o cool box.
No
Yes
Select and file the Op Code for correct number of front and rear DTC’s in the table:
20L141
20L142
20L146
20L147
No
Are DTC’s B1441,
B1442, B1445, B1448,
B1457, or B1486
present?
or
B1443 or B1446
w/ cool box.
No
Reprogram, Utility, R&R IP and 1 Front Servo, R&R Trim and 1 Rear Servo
Reprogram, Utility, R&R IP and 1 Front Servo, R&R Trim and 2 Rear Servos
Reprogram, Utility, R&R IP and 2 Front Servo, R&R Trim and 1 Rear Servo
Reprogram, Utility, R&R IP and 2 Front Servo, R&R Trim and 2 Rear Servos
LX
LX
LX
LX
5.8
5.9
5.9
6.0
Select and file the Op Code for correct number of rear DTC’s in the table:
20L136
20L137
Reprogram, Utility, R&R Trim and 1 Rear Servo
Reprogram, Utility, R&R Trim and 2 Rear Servos
LX
LX
1.3
1.4
Select and file the Op Code for correct number of front DTC’s in the table:
Yes
20L131
20L132
20L133
20L134
20L135
Reprogram, Utility, R&R HVAC and 1 Front Servo
Reprogram, Utility, R&R HVAC and 2 Front Servos
Reprogram, Utility, R&R HVAC and 3 Front Servos
Reprogram, Utility, R&R HVAC and 4 Front Servos
Reprogram, Utility, R&R HVAC and 5 Front Servos
LX
LX
LX
LX
LX
6.4
6.5
6.6
6.7
6.8
Select and file the Op Code for correct number of front DTC’s in the table:
20L129
20L130
Reprogram, Utility, R&R IP, 1 Front Servo
Reprogram, Utility, R&R IP, 2 Front Servos
LX
LX
5.1
5.2
Return vehicle to customer.
Notes:
Dealers may claim the cost for Super Long Life Coolant under all Op Codes above except 20L101, 20L102, and 20L128 at a
maximum amount of $63.00 per vehicle as sublet type “OF”.
Dealers may claim the cost for refrigerant under all Op Codes above except 20L101, 20L102, and 20L128 at a maximum amount
of $35.00 per vehicle as sublet type “AC”.
A loaner vehicle or alternative transportation can be claimed up to a maximum of 2 days at a maximum of $45/day as a sublet type
“RT” under all Op Codes above except 20L101, 20L102, 20L103, 20L104, 20L105, 20L106, 20L107, 20L108, 20L109, 20L110,
20L111, 20L128, 20L129, 20L130, 20L136, 20L137, 20L138, 20L139, 20L140, 20L141, 20L142, and 20L146.
Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Customer Support Program. 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.
© 2021 Lexus, A Division of Toyota Motor Sales, USA
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, 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 Customer Support Program.
Thank you for your cooperation.
LEXUS, A DIVISION OF TOYOTA MOTOR SALES, U.S.A., INC.
© 2021 Lexus, A Division of Toyota Motor Sales, USA
CUSTOMER SUPPORT PROGRAM 20LE01
Multiple Models and Model Years
Coverage for Repairs for Air Conditioner (A/C) Servo Motor Malfunction
Frequently Asked Questions
Original Publication Date: January 12, 2021
Q1:
A1:
Q2:
A2:
What is the condition?
There is a possibility that the air conditioner (A/C) servo motor(s) have an internal electrical malfunction which could lead to
inconsistent air temperature coming from the A/C vents, air not coming out at the selected temperature, and/or air not coming out
of the selected A/C vent of the vehicle.
Q1a:
What is a servo motor?
A1a:
Servo motors control the doors located within the Heating, Ventilation and Air Conditioning unit. These doors open and
close to control the flow of hot or cold air. The doors also direct air to the desired mode setting on the subject vehicle’s
A/C controls (Windshield Defogger, Left Hand Side, Right Hand Side, Feet, etc.).
Q1b:
Are there any signs or indications that my vehicle may have this condition?
A1b:
If the customer notices uneven temperatures from A/C vents, air not coming out of the correct vent, or air not coming out
at the selected temperature, the vehicle may be experiencing the concern described above. However, the owner should
contact their dealership for diagnosis to confirm the condition.
What is Lexus going to do?
Lexus will send an owner notification by first class mail starting in late January 2021, advising owners of this Customer Support
Program. Owner notifications will be mailed over several months.
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 reprogram the A/C control module, test the A/C servo motor(s) and, if necessary, replace
any failed servo motor(s) with a new one(s) FREE OF CHARGE for the period described below.
FAQ Page 1 of 3
© 2021 Lexus, A Division of Toyota Motor Sales, USA
Q3:
A3:
Q4:
A4:
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 328,700 vehicles covered by this Customer Support Program.
Model Year
Model Name
Production Period
2013 - 2017
2013 – 2017
2016 - 2017
2016 - 2017
2014 – 2015
2014 – 2017
2016 - 2017
2016 – 2017
2015 - 2017
2015 – 2017
2016 - 2017
2016 – 2017
2016 - 2017
GS 350
GS 450H
GS 200T
GS F
IS 250
IS 350
IS 200T
IS 300
RC 350
RC F
RC 200T
RC 300
LX 570
Mid-July 2011 – Late June 2017
Early October 2011 – Early June 2017
Early July 2015 – Late June 2017
Mid-July 2015 – Late June 2017
Mid-October 2012 – Early August 2015
Mid-October 2012 – Late June 2017
Early April 2015 – Late June 2017
Early April 2015 – Late June 2017
Mid-April 2014 – Late June 2017
Early June 2014 – Late June 2017
Early June 2015 – Late June 2017
Early June 2015 – Late June 2017
Mid-June 2015 – Late June 2017
Q3a:
Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program in the U.S.?
A3a:
Yes, the following Toyota vehicles are also covered by Customer Support Program 20TE01: certain 2016-2017 model
year Land Cruiser.
What are the details of this program?
This Customer Support Program provides coverage as it applies to the air conditioner (A/C) servo motor(s). The specific condition
covered by this program is an internal electrical malfunction in the A/C servo motor(s) which could lead to inconsistent air
temperature coming from the A/C vents, air not coming out at the selected temperature, and/or air not coming out of the selected
A/C vent of the vehicle. If the condition is verified, the dealer will reprogram the A/C control module, test the A/C servo motor(s)
and, if necessary, replace any failed servo motor(s) with a new one(s) FREE OF CHARGE under the terms of this Customer Support
Program.
•
•
The Primary Coverage will be offered until January 12, 2022, regardless of year or mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 7 years or 125,000 miles from the date of first use,
whichever occurs first.
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.
FAQ Page 2 of 3
© 2021 Lexus, A Division of Toyota Motor Sales, USA
Q5:
A5:
Q6:
A6:
Q7:
A7:
Q8:
A8:
Q9:
A9:
Q10:
A10:
What should an owner do if experiencing 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.
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?
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.
How long will the repair take?
The repair takes approximately 1 to 10 hours depending on the model of vehicle and the number of servo motors replaced. However,
depending upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer period of 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.
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.
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 8:00 am to 5:00 pm Central Time.
FAQ Page 3 of 3
© 2021 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 20LE01 NOTIFICATION
[VIN]
PL
E
Dear Lexus Owner:
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 Customer Support Program that has been initiated for your vehicle.
This Customer Support Program provides coverage as it applies to the air conditioner (A/C) servo motor(s). The specific condition covered
by this program is an internal electrical malfunction in the A/C servo motor(s) which could lead to inconsistent air temperature coming from
the A/C vents, air not coming out at the selected temperature, and/or air not coming out of the selected A/C vent of the vehicles. If the
condition is verified, the dealer will reprogram the A/C control module, test the A/C servo motor(s) and, if necessary, replace any failed servo
motor(s) with a new one(s) FREE OF CHARGE under the terms of this Customer Support Program.
Secondary Coverage
Primary Coverage
(After Primary Coverage ends)
The Primary Coverage offers coverage until January 12, 2022,
regardless of mileage.
M
What should you do?
Applicable for 7 years or 125,000 miles from the date of first use,
whichever occurs first.
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. The repair will take approximately 1 to 10 hours, depending on your vehicle model and the number of A/C servo motors replaced.
However, depending upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer period of time.
SA
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.
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 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 this specific condition?
If you have previously paid for repairs related to this condition, please mail a copy of your repair order, proof-of-payment, and ownership
information to the following address for reimbursement consideration:
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.
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
PL
E
LEXUS, A DIVISION OF TOYOTA MOTOR SALES, U.S.A., INC.
Customer Support Program Details
This Customer Support Program provides coverage as it applies to the air conditioner (A/C)
servo motors. The specific condition covered by this program is inconsistent air temperature
coming from the A/C vents, air not coming out at the selected temperature and/or air not
coming out of the selected A/C vent caused by an electrical malfunction. If the condition is
verified and found to be related to the A/C servo motor(s), any authorized dealer will
reprogram the servo motor(s) and, if necessary, replace any failed servo motor(s) with a new
one(s) under the terms of this Customer Support Program*.
The Primary Coverage will be offered until January 12, 2022, regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 7 years from the
date of first use OR 125,000 miles, whichever occurs first.
PL
E
•
•
Please note that this coverage is for work performed at an authorized Lexus dealer only.
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.
VIN#
Date of First Use
SA
M
*Please see your Lexus dealer for additional details
A voluntary Customer Support Program has been initiated
for your vehicle
▼ Remove at perforation and place in the back of your owner’s manual ▼
CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS
Q3:
A3:
Q4:
A4:
Q5:
A5:
Is the Customer Support Program coverage transferable if I sell my vehicle?
Yes, this Customer Support Program coverage 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.
Which part(s) are covered by this Customer Support Program?
Refer to the owner letter to find the specific component(s) covered by this 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.
SA
Q6:
A6:
If my vehicle does not have this condition, do I need to make an appointment with my dealership?
No, you do not need to take your vehicle to a dealership unless your vehicle is exhibiting the condition described in this letter. If you
have not experienced this condition, 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.
PL
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.
M
Q1:
A1:
If the PDF is very large, it may not load in the preview below.
Some older TSBs had multiple PDFs — visit the NHTSA Website to view all PDFs.
If the TSB PDF does not show, download or view it on the NHTSA Website.
Click on the (+) Plus Sign
Then Click on Associated Document(s)
Search NHTSA Database for Recalls
Search NHTSA Database for Vehicle Investigations
View Latest Vehicle Investigations
Search NHTSA Database for Vehicle Complaints
View Latest Vehicle Complaints
TSB/Document ID: 20LE01 - Dealer
Replacement Service Bulletin Number:
MFR Communication Date: 2021-01-12
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: ELECTRICAL SYSTEM
MFR Component System:
MFR Component Subsystem:
Previous TSB | Next TSB |
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