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Lexus of Reno / Poor customer service

United States
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Lexus Customer Service and Lexus of Reno

I recently purchased a Lexus RX300 that now has 85,000 miles on it. Just last week the transmission went out. Aren't Lexus' supposed to be dependable and last longer than many of the vehicles out there? I was told by two individual mechanics and by Lexus of Reno, that it is uncommon for the transmission to go out on a Lexus (a $40,000 vehicle!!!) this soon. When I asked Lexus to assist me with the repair costs they declined. Elizabeth, from the Customer Service Department, was very rude to me and insinuated that I drove the vehicle improperly which could have caused this problem. Quite an accusation from someone I have never met before. She refused to give me her title or her supervisor's name and phone number so I could take this request for assistance to a higher level. When asked who I could talk to about reconsidering my request, she said there was no one…that the decision had been made. After I asked her approximately three times, she finally gave me her supervisor's name.

My Lexus has been serviced on a regular basis and the transmission was just flushed by Lexus at 75,000 miles. Maybe that caused the problem??? This is the first Lexus I have owned and will be my last!!! The cost of the repair is $5000 and with that Lexus is giving me a remanufactured transmission…not even a new one. I just cannot see how Lexus thinks it's fair to charge a customer for a major repair like this when there are only 85,000 miles on the vehicle. The vehicle has been serviced on a regular basis and has been very well taken care of. I'm very dissatisfied with my experience with Lexus and would urge anyone considering buying a Lexus to reconsider. Their vehicles are not as dependable as they advertise them to be. Their slogan is "The Pursuit of Perfection." I know my Lexus, and their customer service, is far less than perfect.

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