Lexus 2015 CT 200h Warranty And Services Manual page 14

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.
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 688
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.
12
Introduction
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 tech nical 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 oppor-
tunity 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.