Lexus

To whom it may concern.

Subject: lexus customer support is nightmare.

On thursday 7/22 I took my ls430 to fort wayne lexus to check the low level whining sound. The problem was diagnosed as rear left bearing. The repair was quoted $661 and I agreed.

I was told tomorrow friday is open. I told the service mgr. We plan out of town travel at 3:00pm. He indicated if I bring the car by 11:00am, I will have the car back on or before 3:00pm. I dropped off the car at 10:30 on friday 7/23.

I went back to the dear at 3:00 to pick-up the car. I was advise by the service mgr the car will not be done before 5:00pm. There was no offer of accommodation for our weekend plan. I went back to the dealer at 5:00 just to be advised by assistant service mgr the is not ready and it needs additional parts at the cost of I believe $600 and that the part must be ordered. Still no offer of a loaner to salvage the weekend.

I asked to have my car back together as I do not wish to proceed with the repair. I was told it is not possible. I did not authorized additional cost and upset went back home.

Saturday 7/24 I called the service mgr to reinstate that I do not wish to proceed and would like the return of my car. He indicated the car can not be put back together.

Being upset, I called lexus hq, [protected], option 4 "customer satisfaction department". After waiting some 20 minutes I got to speak to gina holland and explained my situation. She indicated someone will contact me within 2 working days, that would be monday 7/26 or tuesday 7/27.

To make sure I called lexus again on monday 7/26. Again, waiting for about 20 minutes or so I got to speak with jessica monian who assured me I will receive call from jose martinez by tomorrow tuesday 7/27.

No call from mr. Martinez on tuesday 7/27.

On wednesday 7/28 I receive call from scott larman, dealer's parts manger who I have know for many years, offering small discount for the additional part and asking me, on a personal level, to authorize the repair, to which, I agreed, I agreed not for token discount but because of the good man who called. I picked up the car the next day, thursday 7/29. Done.

Being upset not have heard from lexus hq I made a follow up call on friday 7/30 and again after 20-25 minutes I got to speak to briana barkley who put me on hold to check if mr. Martinez can talk to me. About 5-7 minutes later she returned and advised mr. Martinez is currently busy and can not talk to me and that he will call me. I asked for the name of higher level manager. She said ms. Deidra charles. I asked if she would return my call!

On saturday 7/31 not having heard from mr. Martinez as yet, I decided to write to ms. Charles to express my dissatisfaction for the way in which lexus, arrogantly disregard my complaint and ignored my calls.

On friday 8/06. Perhaps after receiving my letter, I got a call from mr. Martinez, apologizing for the way they handled my case. He gave the reason for not having enough personnel to handle as such complaints... And that there were a few other unhappy customers for the same reasons!

Its worth noting I never heard from ms. Charles. It is unfortunate she did not have professional curtsy/decency to acknowledge my calls and letter.

I had expected a lot from lexus and I am totally disappointed and dissatisfied for the way in which they reveal themselves. And for this reason, I propose to rename the organization, "customer dissatisfaction department".

The purpose of this writing is to alert consumers of lexus baseless and false advertisements, "the pursuit of perfection". Buyer be aware. If customer support is important to you, don't count
On lexus.

Ray farashahi
[protected]
[protected]@comcast.net
08/12/10

In 2007, I went to lexus dealership in my country, asking about the new lexus es350. I had already a 2002 es300 at the time, in which I was very satisfied with. I decided to buy another lexus. So I asked about the new es350. My main question was: would anything in the car change for the 2008 model? Because I bought the car in july and would have waited if any significant changes were available to the car. They told me that nothing would change. After buying the card with around 6 weeks, the new lexus came out. Amazingly, it had a panoramic roof and totally different rims. I went back to them regarding this, and they told me that they were not aware of any changes. I found that very hard to believe.

After using the car for only six months, the driving of the car changed, it became much heavier, and when you are waiting for a red traffic, the engine makes a lot of noise. I have taken the car to be repaired more than 5 times since then, and everytime they tell me: there's nothing wrong with the car!

Also, the dealer in bahrain is ripping off customers. Whenever I take my car for service, the minimum amount that I pay is bd150 (approx. $400). They have increased their labor charge, and their customer service is still the same. I have complained a lot but no one did anything about it.

I know that I will not be buying a lexus ever again, not even toyota.

I had a similar experience as many previous posters. Wish i'd found this site before I sent money to exotic motors. I trusted their ebay rating which was a huge mistake. Vehicle was advertised in good condition but arrived needing $6, 000 worth of work done just to be safe on the road. Even after all the work, the paint is still in awful condition and the front bumper is bent due to some sort of fender bender, and the nav if messed up. It appears that this car has water damage. I also found the the whole dash unit has been replaced with a newer model year unit. Chances are this car has a lot more miles than the odometer reports, but I can't prove it. I wrote a nasty letter to rick and to the bbb threatening to sue and heard back from rick quickly. As soon as he was comfortable I was not going to follow through with suite, haven't heard back since. Something to note: the reason their ebay rating is so high is because they like to talk buyers into making their transaction outside of ebay which I was foolish enough to do. Shame on me. Now I can't even give them the poor rating they deserve. This establishment is a fraud and should be brought up on charges or shut down. Anyone who reports that they had a good experience or got a good deal may be telling the truth and may feel that way. I'm sure they get in a few decent cars from time to time. That doesn't change the fact that if the have a wrecked piece of junk that they will lie to you and sell it to you for as much as they can get, then fail to be heard from again. Buyer beware

On feb. 12, 2010, I found a 2004 lexus es 330 advertised on the internet as "extra, extra clean, low, low mileage & mint condition"'. After talking to the salesman and him reassuring me the car was "immaculate" and was in the condition advertised, I agreed to put down the required $1000.00 down payment. I explained that I had been in a car accident and was unable to walk and that my brother would come get the car. My brother drove 6hrs. And called me upon arrival to the dealership and told me the car had numerous scratches on the doors, hood, trunk and was bad on the bumpers. The mirror on the right door was broken, the console broken and approx. 12 burns to the carpet and leather. Also, there was a dent on the right fender and color of the interior leather was not the same as advertised. To try to sum this up faster, I tried to talk to the salesman about the condition of the car and getting a refund for the deposit and have called the dealership several times and asked to speak to a manager or the owner without success. I just want a refund and they can keep their junk car.

I recently leased my second Lexus from Lexus of Glendale and had by far one of the worst experiences with a car dealership. My first experience would have to be the best one I have ever had.
After having to deal with the salesman, that did not deliver what he said he could do for me since I was getting Lexus #2, I ended up with my car but missing the owner booklets/manual and the standard second/spare key. The dealership promised to ship out the missing items within a few days. TWO months pass and several calls later, I was asked to drive down to the dealership and pick up my key and owners manual.
I spoke to the Sales Manager who gave me the second key and the booklets but they needed the car for reprogramming the second key. This meant that I had to take more time out of my day to get what I should have had from the day I got the car plus I later discovered that I didn't even get the correct manuals and I was missing some other manuals within what they gave me. I didn't even want to think about that fact that some how my original spare key was "lost in transit", as the Sales Manager put it.
I called the Sales Manager the next day to let him know that I didn't receive the correct manuals, I received the manuals for a 2 door convertible Lexus and not a 4 door sedan, and he said it was ok and that it would work. Call me dumb but I think there is a big difference between the two plus I want the one that belong in a four door sedan. I began to question his reasoning and he said that I was rambling without listening to him. I am beyond angry now. He started to sigh as I told him to just get me what belongs in the car. So far this is where I am, more to come if this continues.

[protected]@gmail.com
Jo Ellen Adelman
2298 Bryant Drive
Carlsbad, CA. 92009
February 22, 2010
Phone: [protected]

Lexus Carlsbad
Service Manager
5444 Paseo Del Norte
Carlsbad, CA. 92008
Phone: [protected]

Dear Carlsbad Lexus:
Before I go on, I would like to refresh your memory with the Covenant I read, believed, and trusted. This Covenant predominantly influenced my decision to buy my first Luxury Sports Vehicle from Lexus Carlsbad. Underlined and italicized are the tremendous points of comfort in which I had confidence.
The Lexus Covenant
Lexus will enter the most competitive, prestigious automobile race in the world.
Over 50 years of Toyota automotive experience has culminated in the creation of Lexus cars.
They will be the finest cars ever built.

Lexus will win the race because Lexus will do it right from the start.
Lexus will have the finest dealer network in the industry.

Lexus will treat each customer as we would a guest in our home.

If you think you can't, you won't...If you think you can, you will!
We can, we will.

Lexus has revolutionized the luxury motoring experience through its passionate commitment
to the finest products and the most satisfying automobile ownership experience.

We vow to value the customer as an important individual;
to do things right the first time; and to always exceed expectations.

We brought together these principles in the Lexus Covenant,
which inspires our dealers and associates to treat customers
as they would treat guests and to go to any lengths to serve them better.

The Lexus Covenant is the basis for every decision we make,
from cars that are designed with the driver in mind
to dealers that make customer satisfaction their most important goal.

This commitment to excellence
not only makes a Lexus more enjoyable to drive,
but also a joy to own.

November 2001: I was thrilled! My first Luxury Car! A Lexus IS 300! Imagine my consternation during the first year of ownership: My Lexus stalled intermittently. This IS-300 would bunny hop down the highway as though the gasoline was not getting to the right place. I made Lexus appointments; I would arrive on time only to then sit and wait for the promised Lexus rental car... sometimes upwards of two hours. Consistent statements from the service manager: “Your problem could not be duplicated so please return the Lexus courtesy car. This happened about twenty seven (27) times the first year: Stalling while driving, back to the Lexus service, check out the courtesy car, and then the call “Your problem can not be duplicated, so please return the Lexus courtesy car."

A continuing problem with the driver-side door stay was not satisfactorily corrected for years (since at least 2004). The door does not stay open; I have had it noted on the service docs, and the usual ‘Your door works just fine ma’am” is what I’ve consistently heard. I have a significant, permanent, scar on my left shin from the door slamming on it. In November 2009, the service manager, Justin, installed another stay after observing the scars and bleeding on my leg. The door functioned well until February 12 when the door closed again on my leg.
That was the day that my car would not start (February 12, 2010) and it was again towed in to Lexus. I now have a loaner car and I told Justin and Glenn (Superior Service Managers at Lexus, Carlsbad) that I will not bring back the rental until the issues are resolved, that I receive a courtesy call from Lexus Carlsbad, or the parent company headquarters.
The people I have worked with in the Service Department at Lexus Carlsbad, especially the Service Managers, are all stellar quality individuals who care about their customers. The professional treatment I have received from them is the ONLY reason I did not pursue measures that are more dramatic.
Each incident (failure, towing, courtesy car procedure, and pickup) consumes a minimum of 3 hours of the day and I suggest that holding my job with all these absences is a miracle. My question: What is Lexus going to do for me at this point?

Service History for VIN: JTHBD192X20035041

Legend:
Auto towed to dealer re: Dead Battery Highlighted in yellow
Customer complaint re: Navigation Incorrect Highlighted in pink
Customer complaint re: Door stay inoperable Highlighted in bright green
Customer complaint re: Poor radio reception Highlighted in grey

Service Type
Service Date
Service Provider
Mileage
Repair Order #
Service Description

Dealer Reported 11/21/2009 Lexus Carlsbad
80632 0330544 STARTER (REDUCTION TYPE)
Dealer Reported 11/21/2009 Lexus Carlsbad
80632 0330544 OTHER INSPECTION
Dealer Reported 11/21/2009 Lexus Carlsbad
80632 0330544 CAR WASH
Dealer Reported 11/21/2009 Lexus Carlsbad
80632 0330544 NON WARRANTABLE OPERATION CODE
Dealer Reported 10/30/2009 Lexus Carlsbad
80316 0328616 MISC
Dealer Reported 10/30/2009 Lexus Carlsbad
80316 0328616 OTHER INSPECTION
Dealer Reported 10/30/2009 Lexus Carlsbad
80316 0328616 CAR WASH
Dealer Reported 10/30/2009 Lexus Carlsbad
80316 0328616 NON WARRANTABLE OPERATION CODE
Dealer Reported 10/07/2009 Lexus Carlsbad
79860 0326091 NAVIGATION COMPUTER
Dealer Reported 10/07/2009 Lexus Carlsbad
79860 0326091 FRONT/REAR BODY
Dealer Reported 10/07/2009 Lexus Carlsbad
79860 0326091 RADIO TUNER ASSEMBLY
Dealer Reported 10/07/2009 Lexus Carlsbad
79860 0326091 BRAKE FLUID
Dealer Reported 10/07/2009 Lexus Carlsbad
79860 0326091 AC DUST FILTER
Dealer Reported 10/07/2009 Lexus Carlsbad
79860 0326091 NON WARRANTABLE OPERATION CODE
Dealer Reported 10/07/2009 Lexus Carlsbad
79860 0326091 OTHER INSPECTION
Dealer Reported 10/07/2009 Lexus Carlsbad
79860 0326091 CAR WASH
Dealer Reported 06/25/2009 Lexus Carlsbad
78026 0318243 NAVIGATION COMPUTER
Dealer Reported 06/25/2009 Lexus Carlsbad
78026 0318243 RADIO TUNER ASSEMBLY
Dealer Reported 06/25/2009 Lexus Carlsbad
78026 0318243 OTHER INSPECTION
Dealer Reported 06/25/2009 Lexus Carlsbad
78026 0318243 CAR WASH
Dealer Reported 06/25/2009 Lexus Carlsbad
78026 0318243 NON WARRANTABLE OPERATION CODE
Dealer Reported 03/13/2009 Lexus Carlsbad
76531 0309591 DISTRIBUTOR/HDLIGHT/T. SGNL
Dealer Reported 03/13/2009 Lexus Carlsbad
76531 0309591 OTHER INSPECTION
Dealer Reported 03/13/2009 Lexus Carlsbad
76531 0309591 CAR WASH
Dealer Reported 03/13/2009 Lexus Carlsbad
76531 0309591 NON WARRANTABLE OPERATION CODE
Dealer Reported 02/25/2009 Lexus Carlsbad
76275 0308007 MISC
Dealer Reported 02/25/2009 Lexus Carlsbad
76275 0308007 OTHER INSPECTION
Dealer Reported 02/25/2009 Lexus Carlsbad
76275 0308007 CAR WASH
Dealer Reported 02/25/2009 Lexus Carlsbad
76275 0308007 NON WARRANTABLE OPERATION CODE
Dealer Reported 01/29/2009 Lexus Carlsbad
75925 0305834 MISC
Dealer Reported 01/29/2009 Lexus Carlsbad
75925 0305834 OTHER INSPECTION
Dealer Reported 01/29/2009 Lexus Carlsbad
75925 0305834 CAR WASH
Dealer Reported 01/29/2009 Lexus Carlsbad
75925 0305834 NON WARRANTABLE OPERATION CODE
Dealer Reported 12/15/2008 Lexus Carlsbad
75503 0302144 MISC
Dealer Reported 12/15/2008 Lexus Carlsbad
75503 0302144 OTHER INSPECTION
Dealer Reported 12/15/2008 Lexus Carlsbad
75503 0302144 CAR WASH
Dealer Reported 12/15/2008 Lexus Carlsbad
75503 0302144 NON WARRANTABLE OPERATION CODE
Dealer Reported 10/17/2008 Lexus Carlsbad
74490 0296950 MISC
Dealer Reported 10/17/2008 Lexus Carlsbad
74490 0296950 OTHER INSPECTION
Dealer Reported 10/17/2008 Lexus Carlsbad
74490 0296950 CAR WASH
Dealer Reported 10/17/2008 Lexus Carlsbad
74490 0296950 NON WARRANTABLE OPERATION CODE
Dealer Reported 07/29/2008 Lexus Carlsbad
72536 0289345 WHL DISC/TIRE(1 WHL)DISMOUNT
Dealer Reported 07/29/2008 Lexus Carlsbad
72536 0289345 NON WARRANTABLE OPERATION CODE
Dealer Reported 06/25/2008 Lexus Carlsbad
72124 0286710 WHL DISC/TIRE(1 WHL)DISMOUNT
Dealer Reported 06/25/2008 Lexus Carlsbad
72124 0286710 NON WARRANTABLE OPERATION CODE
Dealer Reported 06/25/2008 Lexus Carlsbad
72124 0286710 WHEEL ALIGNMENT
Dealer Reported 04/29/2008 Lexus Carlsbad
71444 0282348 NON WARRANTABLE OPERATION CODE
Dealer Reported 04/29/2008 Lexus Carlsbad
71444 0282348 NAVIGATION COMPUTER
Dealer Reported 04/18/2008 Lexus Carlsbad
71396 0281483 DISTRIBUTOR/HDLIGHT/T. SGNL
Dealer Reported 04/18/2008 Lexus Carlsbad
71396 0281483 RADIO TUNER ASSEMBLY
Dealer Reported 04/18/2008 Lexus Carlsbad
71396 0281483 NON WARRANTABLE OPERATION CODE
Dealer Reported 04/18/2008 Lexus Carlsbad
71396 0281483 NAVIGATION COMPUTER
Dealer Reported 10/25/2007 Lexus Carlsbad
68244 0264861 MISC
Dealer Reported 08/28/2007 Lexus Carlsbad
67475 0261232 INSPECT BATTERY CHARGE LEVEL
Dealer Reported 08/17/2007 Lexus Carlsbad
67282 0260300 OTHERS
Dealer Reported 06/27/2007 Lexus Carlsbad
66199 0255468 OTHERS
Dealer Reported 06/27/2007 Lexus Carlsbad
66199 0255468 WHL DISC/TIRE(1 WHL)DISMOUNT
Dealer Reported 06/27/2007 Lexus Carlsbad
66199 0255468 WHEEL ALIGNMENT
Dealer Reported 04/05/2007 Lexus Carlsbad
64521 0248422 NEW STARTER INSTALLED
Dealer Reported 08/19/2006 Lexus Carlsbad
69822 0226311 OTHERS
Dealer Reported 08/19/2006 Lexus Carlsbad
69822 0226311 WHL DISC/TIRE(1 WHL)DISMOUNT
Dealer Reported 08/19/2006 Lexus Carlsbad
69822 0226311 60000 MILE SERVICE NON WARRANTY
Dealer Reported 08/19/2006 Lexus Carlsbad
69822 0226311 WHEEL ALIGNMENT
Dealer Reported 08/19/2006 Lexus Carlsbad
69822 0226311 ACCESSORY
Dealer Reported 08/19/2006 Lexus Carlsbad
69822 0226311 NAVIGATION COMPUTER
Dealer Reported 08/19/2006 Lexus Carlsbad
69822 0226311 FRONT/REAR BODY
Dealer Reported 03/18/2006 Lexus Carlsbad
56185 0215931 MISC
Dealer Reported 03/18/2006 Lexus Carlsbad
56185 0215931 FRONT/REAR BODY
Dealer Reported 03/01/2006 Lexus Carlsbad
56189 0212901 MISC
Dealer Reported 02/08/2006 Lexus Carlsbad
56181 0212541 BATTERY/COIL SPK PLUG
Dealer Reported 02/08/2006 Lexus Carlsbad
56181 0212541 FRONT/REAR BODY
Dealer Reported 11/03/2004 Lexus Carlsbad
44762 0177226 WHL DISC/TIRE(1 WHL)DISMOUNT
Dealer Reported 11/03/2004 Lexus Carlsbad
44762 0177226 WHEEL ALIGNMENT
Dealer Reported 11/03/2004 Lexus Carlsbad
44762 0177226 MISC
Dealer Reported 09/27/2004 Lexus Carlsbad
44150 0175191 FRONT/REAR BODY
Dealer Reported 08/04/2004 Lexus Carlsbad
42799 0171690 OTHERS
Dealer Reported 08/04/2004 Lexus Carlsbad
42799 0171690 FRONT/REAR BODY
Dealer Reported 08/04/2004 Lexus Carlsbad
42799 0171690 AIR CONDITIONING
Dealer Reported 05/19/2004 Lexus Carlsbad
40205 0165311 MANIFOLD-MUFFLER
Dealer Reported 05/19/2004 Lexus Carlsbad
40205 0165311 FRONT/REAR BODY
Dealer Reported 05/19/2004 Lexus Carlsbad
40205 0165311 DISTRIBUTOR/HDLIGHT/T. SGNL
Dealer Reported 05/19/2004 Lexus Carlsbad
40205 0165311 HOOD SUPPORT ASEMBLY 1-SIDE
Dealer Reported 05/19/2004 Lexus Carlsbad
40205 0165311 MISC
Dealer Reported 05/19/2004 Lexus Carlsbad
40205 0165311 NON WARRANTABLE OPERATION CODE
Dealer Reported 02/19/2004 Lexus Carlsbad
37611 0157424 MISC
Dealer Reported 01/08/2004 Lexus Carlsbad
37506 0156680 WINDSHIELD GLASS
Dealer Reported 01/08/2004 Lexus Carlsbad
37506 0156680 FRONT/REAR BODY
Dealer Reported 01/08/2004 Lexus Carlsbad
37506 0156680 MISC
Dealer Reported 09/25/2003 Lexus Carlsbad
35159 0149534 WINDSHIELD REPLACEMENT
DRIVER DOOR INOPERABLE
Dealer Reported 09/25/2003 Lexus Carlsbad
35159 0149534 NOISE CONCERN CUSTOMER REPORTS A
Dealer Reported 09/25/2003 Lexus Carlsbad
35159 0149534 STARTING CONCERN
Dealer Reported 09/18/2003 Lexus Carlsbad
33068 0149067 STARTING CONCERN CUSTOMER STATES
Dealer Reported 09/18/2003 Lexus Carlsbad
33068 0149067 HESITATION CONCERN CUSTOMER STATE
Dealer Reported 09/04/2003 Lexus Carlsbad
32728 0148304 CHARGED BATTERY AS NEEDED
Date 09/04/2003 New Battery was installed [protected]
Date 09/07/2001 Purchased Lexus R.O. Mileage 3

I purchased a new 2009 Lexus GX470 in November 2009. Within a short period of time I noticed abnormal wear on the driver's seat.

A. The drivers seat cushion has a 6-8 area at least wide where the top layer of the leather has worn through to the white under weaving of the leather.

B. I brought this to the attention of the General Service Manager at Lexus of Orlando on December 28, 2009 just 7 weeks after the vehicle was purchased new.

C. On the above date the odometer showed less than 2400 miles.

D. I have owned three other GX 470s that I have personally driven at least 25-30, 000 miles each with no abnormal wear shown on the drivers seat.

I received a call back from the Service Manager on January 8, 2010 telling me that he had reviewed this with his District Manager. Alan Sandberg, the service manager, advised me that the Lexus District Manager considered this normal wear and tear and therefore will not be providing any warranty coverage. Normal wear and tear, you have to be kidding me.. Would you accept this on a 7 week old car that you purchased new? I think not. Why should I?

My wife and I have been loyal Lexus owners since we purchased a new LS400 shortly after they were introduced. My expectation of Lexus was that they made superior vehicles and customer service was second to none. Now I learn that Lexus is just like Tiger Woods and Mark McGwire. They talk the talk, but when it comes time to show integrity and walk the talk Lexus is just as slick and evasive as todays congress. Very disappointing to learn this as I am just their customer. I am totally mystified why I am being treated in this manner. Obviously I have purchased my last Lexus. Funny, I always thought it was easier and much more profitable to keep a good customer than find a new one.

Anyone looking for a good buying experience with future confidence of normal warranty service should look elsewhere.

I purchased a new 2009 lexus gx470 in november 2009. Within a short period of time I noticed abnormal wear on the driver's seat.

A. The driver’s seat cushion has a 6-8” area at least ½” wide where the top layer of the leather has worn through to the white under weaving of the leather.

B. I brought this to the attention of the general service manager at lexus of orlando on december 28, 2009 just 7 weeks after the vehicle was purchased new.

C. On the above date the odometer showed less than 2400 miles.

D. I have owned three other gx 470’s that I have personally driven at least 25-30, 000 miles each with no abnormal wear shown on the driver’s seat.

I received a call back from the service manager on january 8, 2010 telling me that he had reviewed this with his district manager. Alan sandberg, the service manager, advised me that the lexus district manager considered this normal wear and tear and therefore will not be providing any warranty coverage. Normal wear and tear, you have to be kidding me….. Would you accept this on a 7 week old car that you purchased new? I think not. Why should i?

My wife and I have been loyal lexus owners since we purchased a new ls400 shortly after they were introduced. My expectation of lexus was that they made superior vehicles and customer service was second to none. Now I learn that lexus is just like tiger woods and mark mcgwire. They talk the talk, but when it comes time to show integrity and walk the talk lexus is just as slick and evasive as today’s congress. Very disappointing to learn this as I am just their customer. I am totally mystified why I am being treated in this manner. Obviously I have purchased my last lexus. Funny, I always thought it was easier and much more profitable to keep a good customer than find a new one.

I bought a scooter I had a awful time getting it after they got my money.
It has broke down several times and I have called several times.
I have called several times to no avail... At first I got the run around now they don't even answer the phone...
For what I paid for my lexus lite it should last or more than a few months..
I need help as I am handi capped and now I can't go anywhere the place supplies a scooter or I can rent one..
Beware of this company just because i'm handi-capped they shouldn't get away with this...
Thank you
Evelyn weatherhead

I am writing you because I am being ignored by a large product manufacturer. Lexus/toyota is refusing to hear my claim or even consider my situation on the car. I have not had my claim denied by lexus because they simply will not even consider my issue.

I am the owner of a 2004 lexus rx 330 that has a failed engine due to oil sludge. I have always had my vehicle maintained at a lexus dealership and I get the oil changed in a timely manner. My car has 110, 000 miles on it and last sunday the engine failed in the middle of an intersection. It now requires a new engine that is estimated to cost me $3, 600. This incident happened on a sunday (1/9/10) so I had no choice but to use the one towing opportunity that my insurance company gave me to towe my car to a non-lexus/toyota brand dealership.

The engine failure was caused by oil sludge. I have always had my car serviced properly and I refused to be denied my right to be heard. Toyota/lexus settled a case for the very same problem in febraury 2007. This settlement effected 7.8 million units model years 1997 to 2003, however I refuse to give up the fight, my car is one generation out of the settlement. I refuse to believe that all issues have been solve the very next year. I want to file a claim for my car.

I called lexus and they brushed me off saying that I had to get the car to a dealership and even then they weren't offering any type of maintenance credit at all. I can't afford to continue to haul my car all over town to meet the specifications of this company. I want to be reimbursed for the repairs which by all estimates will cost them less than what it will cost them at a dealership. What really upsets me is that clearly this company has had an issue with sludge, I live in atlanta where tempatures have been extremely cold which is a cause of sludge and they won't help me at all.

What legal actions can be taken on my behalf to get me reimbursed?

If your office can't take my case can you refer me to a law office that will take my case here in atlanta?

What pieces of documentation do I need to begin building this case?

Is it possible for this law office to get in contact with toyota/lexus on my behalf about this?

I just want my car fixed and I want them to take responsibility for the product issue that almost cost me my life. Please feel free to call me to discuss further even if you can't help I am open to being pointed in the right direction. Many thanks in advance.

In 2007, after doing the relevant detailed pre-car purchase ground work, I decided to buy a new lexus is300 from the authorised lexus agent (al futtaim motors) here in dubai.

Since the past 3 yrs that i've had the car -

The dashboard has been changed twice
The driver's seat has been changed twice
The instrument panel has been changed once

All this before the car even did 50k kms.

Fortunately the car was under warranty and thanks to al futtaim motors (authorised lexus agent) in dubai, no questions were asked and the repairs/fixes carried out immediately.

However, is this the build quality expected out of a premium luxury car like lexus?

Also, unlike what I have heard about lexus cars, due to its tyres, this car also happens to be one of the nosiest cars I have ever driven (there are other is300 drivers who have exchanged this query with me whilst waiting at traffic signals). When this issue was raised with lexus, they said it was the bridgestone types. When I took it up with bridgestone, they said that nothing was wrong with the tyres. At 30k kms I had to change all 4 tyres because the noise levels whilst driving became unbearable. The same is the situation now with good year tyres, 65k kms on the odometer.

There is no doubt that the is300 is an excellent car to drive. But the build quality & the nagging tyre issues have somewhat tainted the pleasure.

I email them asking if them asking if they have a black on black ls 460 and david deason who is the internet sales manager reply and said that he can get it. So, I told him if he get it in to let me know and I would come by to get it. Well, he did and I went down there and presented to him a employee discount program because my brother inlaw work for toyota under tabc in long beach. David deason wasn't very happy about this and went on to saying that they don't honor this program anymore. He keep trying to convince me to buy the car 3 thousand more then I should. I refuse then he went to talk to tim lazaris who is the sales manager. Tim lazaris storm into my brother and I and started to laud and speak in a very loud voice. He rudely toss the discount certificate to us said that we should of let him know that we were going to buy the car under this program and he is no way going to sell me the car. Then he said he is going to report us to toyota. I ask him why is he being so rude and unprofessional? He told us to leave infront of like 10 other customers who was there at the time. Everyone was look and wondering what's going on. I said if he doesn't sell me the car then that is fine, we'll just go to another dealer and then we leave.

He treated us so badly and disrespectful like we stole something. It was uncall for and wasn't necessary, all they had to say was a simple no and we would had gone else where. Instead they made us feel really bad and low.

I hope you would do something about this tim lazaris because he is giving toyota & lexus a bad name.

Lexus dealership in silver spring is the worst dealership I ever had to deal with. I have not purchased vehicle here but because I moved to silver spring I am obligated to service my vehicle at this dealership as there is no nearby lexus dealerships. They have never managed to fix the problems of my car, the clicking noice in my car, they claim they cannot hear it. I let it go.

Anytime I have to bring my car to them for service they somehow manage to ruin your day. Discount coupons diseaper, or they clain they cannot use it. If you ask them for a loaner car, they always give you attitude, as if they dont realize you have the right to a loaner car when you service your car. If they give you a loaner car, it is beat up car that you are ashamed to drive in your neighborhood. They never listen to the costumer wishes, at least that have never listened to any of my concenrs or requirests. Never accomodated me with any most stupid request. Hate that place. Hope I do not have to service my car there ever. I would rather travel 200 miles to the other dealership in philadelphia where people welcome you and always able to assist you with your concerns.

You can hear the recordings here
http://www.autocoverup.com

My wife was driving her 2007 lexus is250 when it began to accelerate and the brakes would not work. This is her account of what happened.

“it was about 4:45 during rush hour on a friday evening, I was driving on the highway in the center lane, traffic was very thick and I needed to get into the right lane because my exit was about a mile up. I put on my turn signal to get over but the car in the right lane did not slow down so I could not easily get over so I pushed the gas a little to accelerate and I began to get over, when I did this the pedal started to move away from my foot and accelerating without me, I hit the brake, which was like pressing a brick it did not budge, so I swerved back into the center lane because the car in the right lane in front of me was much closer than the one in the center. When I swerved it caused the car in the left lane to swerve almost off the road. At this point I had absolutely no control over the car it was continuing to accelerate and I had no brakes, the dashboard brake light was on as if I had pulled the emergency brake (which I had not). The car in front of me is getting closer and closer and I am sure I am going to slam into it because I am boxed in by other traffic. I got about a car and a half away from it when my brakes finally kicked in and I was able to decelerate, my legs were shaking so uncontrollably, I could barely push the gas pedal to pull off the road. It was the scariest thing I have ever been through, I had absolutely no control over the car.”

I immediately called lexus and spoke with a technician, I described everything that had happened to my wife and he said, “I have a 2007 is 250 same as you and mine does the same thing.” he said he has had his looked at 10 times by the service dept and they can’t figure out what the problem is. At this point I just can’t believe what i’m hearing and I started to really get upset thinking that lexus knows about this problem and I just almost lost my wife the mother of my three kids to a defect that lexus is aware of. This is a known problem with over 432 complaints and no one has contacted me or anyone else about the possibility of being trapped in a car while it accelerates down the highway with no brakes, you would think that human life would be priority with any company.

The gm told me they would have someone pick up my car and leave me a loaner car to drive, the tech that I spoke to on the phone with the same vehicle and same problem as my car showed up at my house, left me a loaner car and drove my 2007 lexus is 250 away. About 10 minutes after he left I received a phone call from him, he said in a shaky voice, “I just wanted to tell you that I just had to pull off the highway and that was the scariest moment of my life” he said he hit 65 mph and the car did the same thing to him as it did to my wife, he said “I have never seen anything like this” I could tell he was really upset about what just happened, he said” i’m not driving this car i’m going to have it towed to the shop and I will call you next week and let you know what we find out.

You can hear the recordings here
http://www.autocoverup.com

I went to get a part, and I was followed around as if I wanted to steal something. The general manager asked to black employees to defuse the situation because they could relate to another black man. This is not the first time, prior to this I was asked if I wanted a job application when I went to view the rx300. This time an employee told me that they were going to call police on me because I am an irritate customer. The gm tried to speak to me but his demeanor waws that of ignorance as he guaranteed me that the customer was always right. I want ray catena (the owner) to contact me. I will not stop until this situation is rectified.

I have a 2004 lexus gx470 with 75,000 miles that I purchased new. Last week I was driving home on a side street in brea ca and for no apparent reason I had no brakes. I used the emergency brake to slow and finally stop but could have easily been killed or killed others if this had happened on the freeway. I am not aware that any brake problem should happen in a life threatening way. Vehicle was towed to longo lexus who is charging me over $1,000.00 to repair.

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.