2008 Lexus ES 350 Owners Manual - Page 509

IF YOU NEED ASSISTANCE What types of disputes are eligible? NCDS resolves disputes involving Lexus product reliability and warranty performance that arise during the greater of 1) four years or 50,000 miles from the vehicle's in-service date, whichever is earlier; or 2) the applicable provision of the Lexus New Vehicle Limited Warranty. However, NCDS will not arbitrate 1) claims involving a vehicle used primarily for commercial purposes unless the Lemon Laws of your state cover vehicles used for commercial purposes; or 2) claims that an air bag failed to deploy or deployed when it should not have; or 3) disputes regarding fires and/or accidents and/or theft. Since there are other additional exclusions, please contact NCDS for further information on eligibility guidelines. You must file a request for arbitration with NCDS within six months of the expiration of the eligibility period, provided the concern or alleged defect was brought to the attention of Lexus or one of its dealers during the eligibility period. How long is the arbitration process? The entire process - from the time NCDS receives your request for arbitration to the arbitrator's decision - is designed to take no more than 40 days. A decision may be delayed if: • You fail to provide certain information required by NCDS. • You fail to make your vehicle available for inspection by NCDS in a timely manner (if an inspection is required). How do I request arbitration? To initiate arbitration, you must complete an NCDS customer claim form and mail it to NCDS. A claim form is included in the Lemon Law Guide located in your vehicle, or you may request a form by calling NCDS at (866) 272-4872. When you call, please have ready your vehicle identification number (VIN), the names of your selling and servicing dealerships, and the current mileage on your Lexus. Introduction 11 WARRANTY