2008 Lexus ES 350 Owners Manual - Page 510

IF YOU NEED ASSISTANCE In addition to completing the customer claim form, please provide NCDS with the following information: • Vehicle year, make, model, VIN, mileage and date of purchase. • A brief description of your complaint and the actions you have taken to resolve it. • What action or remedy you believe would resolve your problem. How does the arbitration process work? When NCDS receives your request, it will be forwarded to the Lexus area office for response. At the request of either party or the arbitrators, NCDS may schedule a technical inspection. This may include an inspection of the vehicle by an independent technical expert with a Lexus representative present. The technical expert will forward his or her evaluation to NCDS. An oral hearing will be held prior to a decision being rendered. At this hearing, all relevant evidence is admissible. You and a Lexus representative will present both sides of the case to the NCDS arbitrator(s). You will each be given an equal opportunity to give testimony and provide documents. Then you will each be given an opportunity for rebuttal. After considering all testimony and documents, the arbitrator(s) will review the applicable legal standards and render a decision within 10 days. A settlement satisfactory to all parties may be negotiated at any time during the process. WARRANTY 12 If you are seeking reimbursement for repairs or incidental expenses, please provide copies of applicable receipts. Send your request to: National Center for Dispute Settlement P.O. Box 457 Mt. Clemens, MI 48046 Upon receipt of your request, NCDS will contact you regarding the status of your case and supply you with additional details about the program. Introduction