"We don't build them like that now"

[Surveyor1953]

That is the quote from Lexus Customer Service comparing my 2006 LS-430 to my 2020 RX-350.

The RX-350 has been to my local dealer and they noticed an excessive amount of rust under the car.  Brakes, rotors, suspension, drive shafts, differential housing, exhaust and various other nuts and bolts.  I am in southern California and do not live near the ocean so that cannot be the problem.  My dealer suggested giving Customer Service a call to start a warranty claim on this.  I did that and the dealer submitted multiple photos to Lexus showing the damage.

 

Customer Service called to tell me there would be no help repairing the damage and felt that the rust was from water. Water!  NOT salt water, but water.  The estimate from the dealer was around $11,000 to repair the corrosion.  When I told Customer Service that I still have a 2006 LS430 with 275,000 miles on it that has been driven in the snow and STILL looks great underneath, she came back with "We don't build them like that now"!

 

The dealer is going to bat and replacing brakes and rotors for no charge and I thank the dealer for doing what has to be done.  Lexus, however, is not.  This company is a very long way from the  "Relentless Pursuit of Perfection" days.  Since this is my last Lexus purchase ever, I've told folks that are looking at Lexus my story.  Very happy to see that one of them just purchased a MDX over the RX.  So frustrated with their new business model of We've got your money, get screwed". 

[Surveyor1953]

Follow up to my post from February 19th:

I went to the next level of support from Lexus and was told that the rust is not critical and since I was in Minnesota twice during the winter since I owned it, the rust was from being there.  Yep.  Two times and have had the car washed while I've been there and on the return trips to California.

As a goodwill gesture Lexus Corporate offered a $$ discount on service through the dealer.  The discount is considerably less than the repair cost, but at least they tried to make things right.

My local dealer was not impressed with the response from Lexus and was taken aback by what has happened to my car and the lack of concern on Lexus' part to correct what is going on with the RX.  In 20 years Lexus has gone from a premier manufacturer with a solid customer service record to what I see today.  Will NOT be looking for anything from them in the future and have informed a few of my friends and family about Lexus' "Relentless Pursuit of Perfection" now.

So very sad.  My dealer and his technicians have said the same thing.  No one makes anything that lasts anymore.