Originally Posted by bclexus

AJLex19:

Call (800) 255-3987 - Lexus Headquarters - Plano (Suburb of Dallas), Texas (Located just 5 miles from me.)
You can also Call (800) 331-4331 - Toyota Motor North America, Inc. - Plano (Suburb of Dallas), Texas (Same physical address as Lexus Headquarters - Huge facility)

Ask for the Lexus Brand Engagement Center. Tell the person you end up talking with that you have not received the Lexus Customer Support Program 20LE01 that provides coverage as it applies to the air conditioner (A/C) servo motor(s) for your 2013 Lexus GS 350. Have your VIN number handy. You'll probably be asked for your name and mailing address (if you are not in their database for some reason).
Did you buy your car from a Lexus dealership? Have you ever received any Lexus literature from Lexus Headquarters in Plano, Texas? If not, you are probably not in Lexus' customer database (even though you may have had your car serviced by a Lexus dealership - that dealership may not have passed your customer information on to Lexus Headquarters)...and that is why you haven't received information about the Lexus Customer Support Program 20LE01.
The Primary Coverage offers coverage until January 12, 2022 regardless of age or mileage. The Secondary Coverage (starts after Primary Coverage ends) is applicable for 7 years or 125,000 miles from the date of first use, whichever comes first. Therefore, ALL 4GS models are covered under this program through at least January 12, 2022 as long as it has a valid title - not a salvage title.
I hope that helps you!

Originally Posted by AJLex19

@bclexus thanks for the suggestion! I spoke to a "Brand Engagement Specialist" and they were able to confirm that my VIN is part of the support campaign but are unable to send the actual literature via snail mail. I never received one of these in the mail.

They suggested I reach back out to my local dealership and if the issue i'm experiencing is in alignment with the support program, they recommended that my dealership call them directly to confirm if a fix can be done free of charge.

Now just waiting waiting to hear back on setting up an appointment at my local dealership to see how this all goes. Thanks again!

Originally Posted by bclexus

Well, I'm glad you contacted a "Brand Engagement Specialist" and confirmed that your VIN is indeed part of the support campaign. I suspect they can't just reproduce and send [another] paper notice since each one is respective to a specific VIN number and owner. But that shouldn't present a problem now that you have been informed by Lexus Headquarters of its authenticity. You should now be in better shape to request that your local dealership handle your claim.

I would suggest that you print out at least the partial notice (copy below provided by another CL member in a previous post) so you can provide your local Lexus service representative the document for reference so he/she will know exactly what the support campaign is all about. Also, make sure they have the Lexus Customer Support Program # 20LE01.

Let us know how it goes when your car is diagnosed for what you believe is A/C servo problems. I'm sure there are a number of interested followers! One of the things most owners (yourself included most likely) are really concerned about is how much interior dash disassembly will be required to get to any of the six (6) A/C servos that are in the 4GS. Owners are concerned about interior scratches, smudges, rips, tears, rattles, etc. whenever something like this has to be done, which is totally understandable...

Glad I could help!

Originally Posted by AJLex19

I'll definitely re-post the results of all this after my dealership visit. At this point, i'll have to deal with whatever the outcome is because if they do it for free, its worth it. If i have to pay out of pocket, i know it would be a substantial cost.

I'm really hoping that maybe all it takes is a software recalibration/reset of the servo motors - but if its throwing codes showing malfunctioning servo motors, i'm hoping its only the ones that are easily accessible.

Originally Posted by bclexus

AJLex19 - As you should know by now (per the Lexus Customer Support Program #20LE01) whatever is required to fix the servo related problem with your 4GS will be at no charge to you. Why would you think that you might have to pay for the fix out-of-pocket? I'm confused by your comment...

Originally Posted by 2GR

Before Lexus announced the Support Program for the Servos, I reset the system by unplugging the battery and it seems to have fixed the issue (heat mixing with A/C).
Should I still bring it in for calibration or software update?
Also, would the system still show any fault codes for servos that were off?

Originally Posted by NickDangr

I got the letter.

When I bought my 2013 last year, I heard that plastic tooth ratcheting noise in my dashboard one time during the first week. I haven't heard it since, but I'm hardly driving it. If it is broken, I hope the problem becomes obvious before the warranty expires in January 2022.

Originally Posted by AJLex19

Service advisor got back to me and said the following:

"Here is what we need to do. We are going to have to diagnose the issue before we can proceed. We need to confirm that the issue is the servo motor or it may be something else, Like the vehicle is low on freon. This is the process I have to do. There is a diagnostic fee of $168. If we diagnose the problem and it does need the servo motor as per the bulletin then the fee gets waived. Let me know a day you think you may be available."

I'm bringing it to them this weekend hoping that the problem is actually the servo motors and its all done free of charge. I have no remaining warranties left on my GS so i'm stuck potentially paying the ridiculously overpriced diagnostic fee if it turns out the servo's are not the problem.