The Incredible Case of the Disappearing Recall

[Bob Frame]

In January 2019 I purchased my 2018 LX570 as its second owner. At the time of purchase I was advised that the vehicle was subject to a safety recall and that once the parts were available I would be notified. I also began recieving email notices of the Lexus Enform Vehicle Health Report stating that my vehicle was subject to this safety recall: "Title: Safety Recall J2L (JLL) - Interim Notice Certain 2008 - 2019 Model Year LX 570 Passenger Airbags Could Deactivate".

That is until the July 17, 2019 Enform report which changed to say:

• There are no open Safety Recalls for your Lexus.

The subsequent report on July 24, 2109 repeated this "no open recall" message. I then called my Lexus dealer service department (that told me in mid June that my vehicle repair would happen by July 17, 2019) and was advised that my vehicle was still subject to the recall, that no parts were available and that they'd call when they were ready. Same story I've been hearing since January. When I asked about the Enform report to the contrary, he said, "Call Lexus".

I plan to call Lexus Customer Service and see what they have to say.

Has anyone else noticed this Enform error?

 

[Raising2hundo]

I was just at the Toyota service department and reviewed the bulletin. It's the passenger seat occupant sensor that may sense there is a passenger when their isn't and in a car accident the air bag would go off. In my LC200 I would know if the sensor is malfunctioning if the passenger air bag light is on when it shouldn't be. No fix yet because I assume they haven't fix the sensor or not overly concerned because the air bags still work just may fire without a passenger but then always would with a passenger. That's the story I got.

 

[razzyrazz]

Copy and paste from the Lexus Drivers website for my LX.

Title
Safety Recall J2L (JLL) - Interim Notice Certain 2008 - 2019 Model Year LX 570 Passenger Airbags Could Deactivate
Status
Remedy Not Available
Description
The front passenger occupant classification system has a seatbelt tension sensor that could malfunction over time and could cause the airbag warning light and the passenger airbag "OFF" indicator to illuminate. In addition, the front passenger airbag, knee airbag, and the passenger seat-mounted side airbag may be deactivated.
Remedy
Lexus is currently preparing the remedy and will notify all owners when the remedy becomes available.
Recall Date
December 13, 2018

 

[Bob Frame]

I was just at the Toyota service department and reviewed the bulletin. It's the passenger seat occupant sensor that may sense there is a passenger when their isn't and in a car accident the air bag would go off. In my LC200 I would know if the sensor is malfunctioning if the passenger air bag light is on when it shouldn't be. No fix yet because I assume they haven't fix the sensor or not overly concerned because the air bags still work just may fire without a passenger but then always would with a passenger. That's the story I got.

This is a different interpretation than what I got from Lexus customer service. My understanding is that under certain conditions, with a passenger seated, the passenger's airbag system could fail to activate in the event of an accident.

I am disappointed (and surprised) in the amount of time its taking Toyota to fix this. In addition, the Enform system and my Lexus dealership's service department's ability to clearly communicate the status of the recall has been less than stellar.

 

[Raising2hundo]

I think you are accurate and I said it backwards.

 

[linuxgod]

This is a different interpretation that what I got from Lexus customer service. My understanding is that under certain conditions, with a passenger seated, the passenger's airbag system could fail to activate in the event of an accident.

I am disappointed (and surprised) in the amount of time its taking Toyota to fix this. In addition, the Enform system and my Lexus dealership's service department's ability to clearly communicate the status of the recall has been less than stellar.

That is what I heard as well. I believe the recall notice says if the passenger side air bag light does not come on that you should not use the seat because the airbag may not deploy in an accident. So if the light is working, I would think you are fine.

 

[Bob Frame]

My call to Lexus Customer Service was another case of "pleasant, but mostly clueless, young lady offers nothing in the way of answers". So, I decided to try writing to the NHSTA which oversees vehicle safety recalls. Probably an exercise in futility, but its the only thing I can figure out to do. I said this:

I am writing to express my displeasure with the amount of time that has elapsed with the Toyota/Lexus Safety Recall referenced below:

Safety Recall J2L (JLL) - Interim Notice Certain 2008 - 2019 Model Year LX 570 Passenger Airbags Could Deactivate


This recall commenced on December 18, 2018 and as of today the official Lexus status is showing as : Remedy Not Available.

My understanding of the nature of this recall is that in the affected Lexus and Toyota models (LC200 and LX570) the passenger airbags could, under certain conditions, fail to deploy in the event of an accident. The impact of this is that a passenger could be exposed to serious injury in the event of an accident and this presents an unacceptable risk factor to my family and friends.

While I understand that every manufacturer may, from time to time, have such mechanical issues arise I believe that allowing this issue to go unresolved for seven months, with both Lexus and the Lexus dealer providing me no clear idea when to expect resolution, is simply unacceptable.

I ask that the NHSTA bring its oversight to bear on this matter and press Toyota/Lexus to expedite the resolution of this serious Safety Recall and to clearly communicate with the vehicle owners a firm date by which we can expect the matter to be resolved.

Sincerely,

As I say, I'm probably pissing into the wind, but its worth a shot.

 

[Bob Frame]

BTW, my call to Lexus Customer Service did shed some light on why the Enform system no longer advised that my LX was the subject of a safety recall. Apparently during my last service, done by a Toyota dealer, they wiped out the safety recall notification in Enform. Doesn't seem like they should be able to do that, but thats what I was told. Rep said she could reset the Enform system to re-institute the recall notice.

We'll see.

 

[NMNORSSE]

I was at the dealership today and they said "no outstanding recalls." I said, what about that airbag recall? They replied "oh... there is no fix for that yet so we're calling it an "interim recall." Maybe they're trying to cut back on having to give out loaner cars?

 

[Bob Frame]

I was at the dealership today and they said "no outstanding recalls." I said, what about that airbag recall? They replied "oh... there is no fix for that yet so we're calling it an "interim recall." Maybe they're trying to cut back on having to give out loaner cars?

That's ridiculous. Wish I could understand why Lexus/Toyota is behaving this way. My Lexus Customer Service Rep did indicate that if I "felt uncomfortable" driving my LX that I could request a loaner from the dealer. OTOH, the thought of leaving my LX at a dealership for an indeterminate amount of time is a non-starter.

 

[KLF]

The only thing worse than the state of this recall is how many threads we have about it now.

 

[Bob Frame]

The only thing worse than the state of this recall is how many threads we have about it now.

Guilty. But at least mine has a fun title.

 

[gaijin]

My call to Lexus Customer Service was another case of "pleasant, but mostly clueless, young lady offers nothing in the way of answers". So, I decided to try writing to the NHSTA which oversees vehicle safety recalls. Probably an exercise in futility, but its the only thing I can figure out to do. I said this:

I am writing to express my displeasure with the amount of time that has elapsed with the Toyota/Lexus Safety Recall referenced below:

Safety Recall J2L (JLL) - Interim Notice Certain 2008 - 2019 Model Year LX 570 Passenger Airbags Could Deactivate


This recall commenced on December 18, 2018 and as of today the official Lexus status is showing as : Remedy Not Available.

My understanding of the nature of this recall is that in the affected Lexus and Toyota models (LC200 and LX570) the passenger airbags could, under certain conditions, fail to deploy in the event of an accident. The impact of this is that a passenger could be exposed to serious injury in the event of an accident and this presents an unacceptable risk factor to my family and friends.

While I understand that every manufacturer may, from time to time, have such mechanical issues arise I believe that allowing this issue to go unresolved for seven months, with both Lexus and the Lexus dealer providing me no clear idea when to expect resolution, is simply unacceptable.

I ask that the NHSTA bring its oversight to bear on this matter and press Toyota/Lexus to expedite the resolution of this serious Safety Recall and to clearly communicate with the vehicle owners a firm date by which we can expect the matter to be resolved.

Sincerely,

As I say, I'm probably pissing into the wind, but its worth a shot.

They probably don't like being called, "NHSTA." It's NHTSA - National Highway Traffic Safety Administration.

But I like your letter.

 

[Bob Frame]

They probably don't like being called, "NHSTA." It's NHTSA - National Highway Traffic Safety Administration.

But I like your letter.

My bad. Thanks for pointing this out.

 

[Bob Frame]

I received a reply from the NHTSA. It appeared to be mostly boilerplate, but it did contain the following passage that I'd like your input on. It said:

If your vehicle is included in a recall and you are unable to receive the recall remedy, you may file a complaint stating the manufacturer had exceeded a reasonable amount of time for the recall remedy. If you are interested in filing a complaint you may call our Hotline at 1-888-327-4236 and a Customer Service Representative will be happy to assist you.

So my question to this body is this: Has Toyota/Lexus exceeded a "reasonable amount of time" to remedy this safety recall?

The NHTSA response also states this: For recall inquiries, including an estimated time frame for the remedy, on your specific vehicle, please contact the manufacturer, LEXUS, at 1-800-331-4331.

I've contacted Lexus Customer Service at a different number than the one provided here. I'll try this one in the morning.

 

[Chocolate]

In addition, the Enform system and my Lexus dealership's service department's ability to clearly communicate the status of the recall has been less than stellar.

The Enform system has always been kind of a joke. Toyota should have adopted Carplay 4-5 years ago to enhance their outdated infotainment. The LX 570 actually has sophisticated technology (particularly the hydraulic suspension and crawl control), but the infotainment is out of date. Any modern smartphone blows it away. I suggest using an inexpensive vent mount to supply this modern functionality and leave the "infotainment" for Radio/Climate Control functions. To me this totally fixes the in-car tech from 2013. As long as I have USB audio, I am happy. For music, I use this low profile USB drive.

Amazon product ASIN B005FYNSZA

 

[bloc]

If a bunch of us start filing formal complaints it might get some attention.

The fact that so many people seem to think as long as the airbag light isn’t on it’s ok to have a passenger in the seat suggests toyotas notification and explanation was flawed from the beginning.

 

[Bob Frame]

This morning I tried the "Lexus" number that the NHTSA provided me in their email. Turns out this is the Toyota Customer Service number and when I disclosed that my vehicle was a Lexus, they stopped, saying they'd need to transfer me to Lexus. Given the merry-go-round I'd already ridden with Lexus, I declined.

Next was a call to the NHTSA Hotline number provided in their email reply to me. I spoke to a rep who first asked for the dealer name. I declined to provide this saying that I feared retribution from the dealer and that, more importantly, it wasn't a dealer issue....rather it is a Manufacturer issue. The rep noted this and continued by taking my VIN, personal contact information, vehicle mileage.

The rep advised me that she had created a case and provided me with an ODI# (not sure what this stands for other than its related to a "defect"). She advised that it would be referred to an agent who works these things and that I should expect no guarantee of anything. Further, she advised that I could review my complaint online in 72 hours and that I'd receive written communication in the mail in 4-6 weeks.

Again, I am probably swimming upstream, but I feel that I have to take whatever actions are available to me.
The question of whether others should follow along and voice similar dissatisfaction with Toyota/Lexus is worth pondering. Honestly it may not move the needle any...but I don't see how it can hurt. As the saying goes, the squeaky airbag gets the grease.

 

[Bob Frame]

Just received email acknowledgement of my complaint from the NHTSA. Stay tuned.

 

[KLF]

If I get the time next week, I may drop a dime on this too. It doesn't really affect me, it's extremely rare that I have a passenger, but this is pretty ridiculous.