Disheartened by Lexus loyalty to commitment to quality!!

[sheldoja]

As a loyal Lexus owner for over 15 years, I’ve always admired the exceptional quality, innovation, and care the brand has brought to its vehicles and customer service. Having owned three Lexus vehicles, I’ve been proud to be part of the Lexus family, trusting in their commitment to excellence.

Recently, I purchased a pre-owned LS 500 (38,000 miles) and discovered an issue with the Heads-Up Display—a hazy film across the windshield that impacts visibility, especially at night. This is not just a flaw; it’s a safety concern. When I learned it’s a known issue, I felt confident Lexus would stand behind their product to resolve it.

I reached out to Lexus and was assigned a case manager. While Lexus generously offered $2,000 toward the $4,500 parts, I was left feeling disappointed. This partial coverage shifts a significant burden onto the customer for an issue I believe should be fully addressed by the manufacturer.

My relationship with Lexus has always been built on trust, quality, and care. It saddens me to feel that trust shaken. I want to believe in a Lexus that stands firmly behind its products and protects the experience of its loyal customers.

As someone who has always been dedicated to maintaining my vehicles at my local Lexus dealer and has shared immense pride in the brand, this experience is disheartening. I hope my story resonates with the values I know Lexus upholds and inspires further support for customers who, like me, continue to believe in the heart of the Lexus brand.

With respect and hope,

[JMSC]

it looks like your vehicle is out of new car warranty.  Is the safety issue documented in the NHTSA Database?  If it is, it might be more to your favor.

[RX400h]

As vehicles and their plastic components age, a film on the inside of the windshield is not uncommon. Is it the HUD unit at fault? 

Was the windshield ever replaced. Windshields for use with HUD units are not the same as those without, at least based upon what I have heard. Perhaps the wrong windshield was used.
When did you discover the hazy display? Was it like that when you test-drove the car or soon after you purchased it? 

Many people don't use their HUD, since in all cases it is redundant. Not having a functioning HUD is not a safety issue. 

 

 

[sheldoja]

1 hour ago, RX400h said:

As vehicles and their plastic components age, a film on the inside of the windshield is not uncommon. Is it the HUD unit at fault? 

Was the windshield ever replaced. Windshields for use with HUD units are not the same as those without, at least based upon what I have heard. Perhaps the wrong windshield was used.
When did you discover the hazy display? Was it like that when you test-drove the car or soon after you purchased it? 

Many people don't use their HUD, since in all cases it is redundant. Not having a functioning HUD is not a safety issue. 

 

 

The window it the OEM and the hazy display is noted not just on the 2020 LS500 but on multiple years and vehicles. I agree I can turn it off but my goal in purchasing a luxury vehicle is for features such as HUD. I'm saddened Lexus hasn't recognized this issue amongst many vehicle years and brands and stand behind their product. It was stated its sun damage to the HUD film causing this issue. 

[RX400h]

On 12/11/2024 at 6:03 PM, sheldoja said:

The window it the OEM and the hazy display is noted not just on the 2020 LS500 but on multiple years and vehicles. I agree I can turn it off but my goal in purchasing a luxury vehicle is for features such as HUD. I'm saddened Lexus hasn't recognized this issue amongst many vehicle years and brands and stand behind their product. It was stated its sun damage to the HUD film causing this issue. 

Did you bring up this issue with corporate Lexus? Lexus replaced our dash after 10 years. I'm surprised at their indifference if you did.

I experience fading HUD in two cars - my 2002 Corvette after 10+ years and a 2015 BMW i8 rental. Both HUDs faded on hot days and prolonged use in direct sunlight. I have not heard of this happening to 2020 and newer GR Supras. I have a 2024 with HUD and use a windshield screen to block sunlight from landing on the dash and HUD unit when the car is parked outside.

[sheldoja]

On 12/11/2024 at 6:03 PM, sheldoja said:

The window it the OEM and the hazy display is noted not just on the 2020 LS500 but on multiple years and vehicles. I agree I can turn it off but my goal in purchasing a luxury vehicle is for features such as HUD. I'm saddened Lexus hasn't recognized this issue amongst many vehicle years and brands and stand behind their product. It was stated its sun damage to the HUD film causing this issue. 

 

[sheldoja]

Thank you for responding and caring. Yes, I did contact the corporate office and they graciously gave me 2,000 for a 4,500 repair thus pushing 2,500 costs to me. My warranty was just up on Nov 12th of this year. It saddens me that after 15 plus years of being a loyal Lexus Family customer I am considering trading in my vehicle for a different brand. It's financially not feasible to by a vehicle of this stature and expect 10,000 in repairs (sterring box too at $5,000 which isnt covered under power train) to push additionally costs to the consumer and not stand behind such issues.  Hard to swallow, Lexus.

Still hopeful

[sheldoja]

So, I did contact Lexus corporate office yet again about the steering box of 5,000 repairs 1 month out of warranty and the case manager politely said "sorry there is nothing I can offer you". Again, saddened Lexus does not stand behind their products at 48 thousand miles.  Next steps is trade in and go to a different brand of vehicle that stands behind their products or seek class action lawsuit to help others. 

[RX400h]

May I suggest using Consumer Reports magazine to help you to choose a vehicle. Many Lexus and Toyota models have above average reliability. I recall reading that some model years of the LS500 were troublesome, unfortunately. The ES300h, on the other hand has been highly rated for years.

[sheldoja]

Thank you for the direction.  My previous vehicle was a Lexus GS and I owned it for over 11 years. Loved it!  I think that's why I'm so disheartened. 

Appreciate the reply and concern!  

Happy Holidays