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IF YOU NEED ASSISTANCE
In addition to completing the cus-
tomer claim form, please provide
NCDS with the following information:
•
Vehicle year, make, model, VIN,
mileage and date of purchase.
•
A brief description of your com-
plaint 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 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.
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 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 repre-
sentative 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 testimo-
ny and documents, the arbitrator(s)
will review the applicable legal stan-
dards and render a decision within
10 days.
A settlement satisfactory to all parties
may be negotiated at any time during
the process.
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