NHTSA Complaint #11626059 — 2024 LEXUS NX

Lexus [XXX] & [XXX] [XXX] [XXX] [XXX] Lexus P.O. Box 259001 Mail Drop E3-2D Plano, TX 75025-9001 To Whom It May Concern, I am writing to express my serious concerns regarding a safety issue we encountered with our 2024 Lexus NX350, purchased from your dealership at 1000 Interstate Parkway, Akron, Ohio, 44312, in August 2023. Our purchasing experience met the high expectations associated with the Lexus brand, and we were pleased with the vehicle's features. During the delivery process, we received a walkthrough of the car's functionalities, and the technician assisted us in connecting her phone to download the app. However, there were no tutorials or instructions provided regarding the safety features, particularly in the event of an emergency except for showing us the SOS button on the at the roof panel On [XXX], my wife, [XXX], was involved in an accident while driving the NX350. I have included a photo to illustrate the extent of the damage. When the police arrived, [XXX] found herself unable to open either the driver or passenger doors; all doors were unresponsive. The officer (Hetrick #426) from the Macedonia, Ohio Police Department was also unable to assist her from the outside because the doors were not functioning from his side, as he could not determine if she was injured. She used the SOS button, which the call center was responsive, however, the could not assist with helping her to make the doors function. Faced with the urgency of the situation, [XXX] had no choice but to climb out through the window, which was extremely difficult for her given her injuries. This incident raises significant safety concerns. When we contacted the dealership to inquire about any known defects, we were told there were none, and the response was defensive, focusing on how we were instructed to manually open the doors during our walkthrough. However, neither of us was shown how INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATION ACT (FOIA), 5 U.S.C. 552(B)(6)