Lexus, A Division of Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: December 5, 2024
To:

All Lexus Dealer Principals, General Managers, Service Managers, Parts Managers and Warranty Administrators

CUSTOMER SUPPORT PROGRAM 24LE02
Certain 2019-2021 Model Year ES300H
Certain 2021 Model Year ES250
Certain 2019-2020 Model Year UX200
Coverage for Flow Shut-off Valve Coolant Leak
Model / Years
2019-2021 Model Year ES300H
2021 Model Year ES250
2019-2020 Model Year UX200

Production Period
Early April 2019 to Late March 2021
Early April 2019 to Late March 2021
Mid-May 2018 to Late April 2020

Approximate Total Vehicles
23,940
5,300
12,400

In our continuing efforts to ensure the best in guest satisfaction, Lexus is announcing a Customer Support Program to provide coverage for
Flow Shut-off Valve Coolant Leak on Certain 2019 – 2021 Model Year ES300H, Certain 2021 Model Year ES250, and Certain 2019 –
2020 Model Year UX200 vehicles.
Background
Although the flow shut-off valve is covered by Lexus’ New Vehicle Limited Warranty for 48 months or 50,000 miles (whichever comes first),
we at Lexus care about the customers’ ownership experience. Lexus is providing coverage for repairs related to Flow Shut-off Valve Coolant
Leak
The following information is provided to inform you and your staff of the program notification schedule and your degree of involvement.
Customer Support Program Details
The specific condition covered by this program is for a small engine coolant leak can occur from a specific valve that can allow coolant to
drip on other parts of the vehicle. This can cause "Maintenance Required" to be displayed on the instrument cluster or cause the A/C not
to function normally. If the condition is verified, the vehicle will be repaired with a new flow shut-off valve under the terms of this Customer
Support Program.
•
•

The Primary Coverage will be offered until November 30, 2025, regardless of mileage.
The Secondary Coverage is applicable for 10 years from the date of first use or 100,000 miles, 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.
Covered Vehicles
There are approximately 41,650 vehicles covered by this Customer Support Program. Approximately 400 vehicles involved in this
Customer Support Program were distributed to Puerto Rico.
Owner Letter Mailing Date
Lexus will begin to notify owners in early December 2024 and will be mailed over several months. A sample of the owner notification letter
has been included for your reference.

© 2024 Lexus, A Division of Toyota Motor Sales, USA

Customer Support Program 24LE01 - Page |2

Guest Handling, Parts Ordering, and Remedy Procedures
Guest Contacts
Guests who receive the owner letter may contact your dealership with questions regarding the letter and/or the Customer Support Program.
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.
Guests with additional questions or concerns are asked to please contact the Lexus Brand Engagement Center (1-800-255-3987) Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern Time.
Salvage Title Vehicles
There is no New Vehicle Limited Warranty coverage or non-emission CSP coverage for vehicles that have been branded as salvage, total
loss, true mileage unknown, or similar title under any state’s law. Nonetheless, every attempt should be made to complete an open emission
related CSP when circumstances permit, unless noted otherwise in the CSP dealer letter.
•

This CSP IS emission related; therefore, vehicles branded as salvage, total loss, true mileage unknown, or similar title ARE ELIGIBLE for
coverage under this CSP.

For complete details on this policy, refer to Lexus Warranty Policy 4.17, “What Is Not Covered by The Lexus New Vehicle Limited Warranty”.
Emissions Repair Procedures for California Dealers
As this Customer Support Program includes emission related parts, California dealers
are requested to affix an Authorized Modification Label to the vehicle after repairs have
been completed.

Install the Authorized Modifications Label after the repairs have been completed. Using a permanent marker, fill out the label and affix it to
the location under the hood as indicated.
Authorization Labels can be ordered from the MDC (Label material number 00451-00001-LBL).
Guest Marketing
Direct marketing of this Customer Support Program is strictly prohibited pursuant to the Lexus Warranty Policy 5.22, “Warranty
Solicitation.” Non-compliance with this policy may result in a claim debit.
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
the Lexus Newsroom https://pressroom.lexus.com/
Parts Ordering Process
As this is a Customer Support Program, the condition MUST be verified by inspecting the vehicle. Therefore, dealers SHOULD NOT
increase their stock of related repair parts. Dealers are requested to only order parts for vehicles experiencing this condition only. DO NOT
ORDER FOR STOCK. As always, if a guest experiences the condition described, dealers should conduct appropriate diagnosis and order
the applicable parts.

© 2024 Lexus, A Division of Toyota Motor Sales, USA

Customer Support Program 24LE01 - Page |3

Model

Model Year

Part Number

Description

Quantity

ES250

2021

16260-F0300

HOSE ASSY, WATER BY-PASS

1

ES300H

2019-2021

16260-F0310

HOSE ASSY, WATER BY-PASS

1

UX200

2019-2020

16671-F2030

VALVE, WATER

1

All Customer Support Program (CSP) parts are eligible for the Monthly Parts Return Program. Please refer to PANT Bulletin 2011-087 for
campaign parts that are currently returnable under the Monthly Parts Return Program and for additional details.

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 recall repair are required to currently have completed
the following course:
• LIC201A – Engine Repair
It is the dealership’s responsibility to select technicians that have completed the above courses to perform this recall 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 always perform this repair.

NOTE: Claims for repairs that were performed by non-qualified technicians are subject to debit.
Remedy Procedures
Technical instructions for this Customer Support Program can be found in 24-TMS-0019-L.
Parts Recovery Procedures
All parts replaced as part of this Customer Support Program must be turned over to the parts department until appropriate disposition is
determined. The parts department must retain these parts until notification via the Parts Recovery System (PRS) is received indicating whether
to ship or scrap the parts. These parts are utilized by various departments for defect analysis, quality control analysis, product evaluation, as
well as other purposes.
To help minimize dealer storage challenges, Lexus recommends that dealers:
• File the campaign claim accurately and promptly. The time a dealer is required to hold parts is based on when the campaign claim is paid
by Lexus.
• Monitor the Warranty Parts Recovery Notifications and Part Scrap Report regularly.
Refer to Warranty Policies 9.3 and 9.6 for additional details.

Warranty Reimbursement Procedures
Reimbursement Procedure
NOTE: If the vehicle is still under the New Vehicle Limited Warranty, submit the repair as a Regular warranty claim.
Op Code
24LE02R1
24LE02R2
24LE02R3

Model
ES250
ES300h
UX200

Description
Replace water by-pass hose
Replace water by-pass hose
Replace water valve

Flat Rate Hours
1.8
1.7
1.6

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.
Guest Reimbursement
Reimbursement consideration instructions will be included in the owner letter.
© 2024 Lexus, A Division of Toyota Motor Sales, USA

Customer Support Program 24LE01 - Page |4

Campaign Designation / Phase Decoder

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.

© 2024 Lexus, A Division of Toyota Motor Sales, USA

CUSTOMER SUPPORT PROGRAM 24LE01
Certain 2019 -2021 Model Year ES300H
Certain 2021 Model Year ES250
Certain 2019 -2020 Model Year UX200
Coverage for Flow Shut-off Valve Coolant Leak
Frequently Asked Questions
Original Publication Date: December 5, 2024
Q1:
A1:

What is the condition?

Q2:
A2:

What is Lexus going to do?

The specific condition covered by this program is for a small engine coolant leak can occur from a specific valve that can allow
coolant to drip on other parts of the vehicle. This can cause "Maintenance Required" to be displayed on the instrument cluster or
cause the A/C not to function normally. If the condition is verified, the vehicle will be repaired with new flow shut-off valve under
the terms of this Customer Support Program.

Lexus will send an owner notification by first class mail starting in late December 2024, advising owners of this Customer Support
Program
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 flow shut off valve with a new one at no charge to you.

Q3:
A3:

Which and how many vehicles are covered by this Customer Support Program?

There are approximately 41,650 vehicles covered by this Customer Support Program. Approximately 400 vehicles involved in this
Customer Support Program were distributed to Puerto Rico.
Model Name
ES300H
ES250
UX200

Q3a:
A3a:
Q4:
A4:

Model Year
2019-2021
2021
2019-2020

Production Period
Early April 2019 to Late March 2021
Early April 2019 to Late March 2021
Mid-May 2018 to Late April 2020

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

Yes, there are Certain Toyota Avalon, Avalon HV, Camry, Camry HV, Corolla, Corolla HB, Highlander HV, RAV4,
RAV4 HV, RAV4 PHV, Sienna HV, Venza vehicles covered by this Customer Support Program.

What are the details of this program?

This Customer Support Program provides coverage as it applies to the flow shut off valve. If the condition is verified, the vehicle will
be repaired with a new flow shut off valve under the terms of this Customer Support Program.
•
•

The Primary Coverage will be offered until November 30, 2025, regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 10 years from the date of first use or 100,000 miles,
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 1 of 2
© 2024 Lexus, A Division of Toyota Motor Sales, USA

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:

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

Q6:
A6:

What should an owner do if experiencing this condition?

The specific components covered by this program are as follows:
• Valve, Water
or
• Hose Assy, Water By-Pass
If an owner thinks they have 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.

Q6a:
A6a:

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, the guest may be responsible for
the initial diagnostic fees and any other repairs he/she may decide to have performed. Any authorized Lexus Dealership
can determine if a condition is covered by this Customer Support Program.

Q7:
A7:

What if an owner HAS NOT experienced this condition but would like to have the repair completed?

Q8:
A8:

How long will the repair take?

Q9:
A9:

What if I had previously paid for repairs related to this Customer Support Program?

Q10:
A10:

How does Lexus obtain my mailing information?

Q11:

What if I have additional questions or concerns?

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.
The repair will take approximately 2 hours. However, depending upon the dealer’s work schedule, it may be necessary to make the
vehicle available for a longer period.
Reimbursement consideration instructions will be provided in the owner letter.

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.
If you have additional questions or concerns, please contact the Lexus Brand Engagement Center at 1-800-255-3987 Monday
through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern Time.

FAQ Page 2 of 2
© 2024 Lexus, A Division of Toyota Motor Sales, USA