Complaint 2218816

Complaint Summary

AIR BAGS

Owner Narrative

The dashboard on my 2012 Lexus IS 250 has developed significant cracking across the surface despite the vehicle being garage-kept, low mileage, and well-maintained throughout my ownership. The cracking is not the result of any accident, impact, or misuse — it appeared spontaneously and has progressively worsened over time. Lexus acknowledged this as a known defect by establishing Customer Support Program ZLZ, which provided extended coverage specifically for dashboard, instrument panel, and interior trim panel cracking on certain Lexus models. The existence of this program confirms that Lexus was aware of a systemic manufacturing or materials defect affecting these vehicles. My vehicle fell outside the ZLZ coverage window by a matter of months. Despite my appeal to Lexus National Headquarters citing my long-term ownership, the vehicle’s low mileage, and the timing of the condition’s appearance, Lexus has declined to provide any assistance and has stated this is their final position. I am filing this complaint to document this defect and contribute to the record of affected owners. Dashboard cracking of this nature is not only a cosmetic issue — a deteriorating dashboard can cause glare, distraction, and potential visibility impairment for the driver, which raises legitimate safety concerns. I am requesting that NHTSA review whether Customer Support Program ZLZ adequately addressed the full scope of affected vehicles and owners, and whet

Owner-submitted narrative on file with NHTSA. Complaint narratives are self-reported and have not been verified.