Ira Lexus In Danvers, Ma Bad Experience So Far

[Geoffrey Reynolds]

I started a thread several days ago over at the ih8mud forums, but figured others might be interested in hearing about my bad experience purchasing a brand new LX-470 from Ira Lexus in Danvers, MA a few weeks ago...

My brand new vehicle has had issues since I took delivery of it and I'm having a very difficult time getting satisfaction from my dealer.

When I took delivery (on Monday, Jan. 30th), the GuidePoint (similar to LoJack) installation which was contracted by the dealer to a third party seems to have been done incorrectly - the installer tapped into the same power source that the airbag system uses. The symptom is the air bag warning light flashing on the dash. This problem was noticed during delivery, and the vehicle was taken into a service bay to see if the problem could be addressed immediately. Since it couldn't be addressed immediately, I (probably stupidly) agreed to take the vehicle and bring it back later in the week to have this issue addressed.

During the week, I also noticed that something in the tires or suspension felt out of balance as the ride wasn't as smooth as the test drive vehicle had been. The vehicle was left at the dealer on Friday, Feb. 3rd to have these issues addressed. When I went to get it in the afternoon, both problems remained, so I took it right back. Sometime after I left it on Friday, the rear bumper was damaged at the dealership (which I didnt' find out until Monday afternoon).

On Monday, I called around noon time to check on the status and the service consultant (who I later found out knew about the bumper damage as of Friday) told me it was out for a final test drive and should probably be ready around 1PM. The salesperson called me around 2PM and told me that everything was fixed, but the bumper was damaged and they would need to keep it to fix that.

Monday evening, I went to the dealership to view the damage to the bumper and to speak with the general manager. I expressed serious concerns about the air bag wiring harness as any damage to it could potentially result in the air bags not deploying properly at some point. I expressed that given all the issues (air bag, rough ride, bumper), I felt a replacement vehicle was a fair resolution, but he was unwilling to agree to that. He did agree to give me a 7 year / 100k mile warranty and to have the wiring harness replaced, which I reluctantly agreed to - replacing the wiring harness is a major operation and may cause rattles and other issues that a new vehicle shouldn't have. They had also agreed to give me the 15k service for free earlier in the day to "make up" for the damage to the bumper.

Wednesday evening, the general manager, called me at home and during the conversation revealed that he had decided against replacing the wiring harness because of the cost and complexity involved in installing it - citing that doing this could cause other problems. I made it clear that something has to be done to resolve the damage to the wiring harness and the options include replacing the vehicle, signing documentation that the harness modifications that have been made will never impact proper operation of the air bag system, or replacing the wiring harness. At that point, he seemed unwilling to go with any of those options and said he would have to speak with his superiors.

I got a call on Thursday afternoon (2/9) from the service consultant to tell me that the bumper has been fixed, the vibration is mostly gone (but they aren't happy with it yet), and a wiring harness has been ordered. I questioned the wiring harness because of my conversation with the general manager last night - he said that the GM must have changed his mind, but wasn't really sure.

On Friday, 2/10, the service manager contacted me and asked if we could meet to discuss the wiring harness. I met with her and the shop foreman. We collectively agreed that replacing the wiring harness could cause more harm than good, so they agreed to give me something in writing that if the damage to the wiring harness ever caused any warranty related work to be refused, the dealership would cover the repairs. I wasn't thrilled with this solution, but felt it was at least reasonable. At this point, I took the vehicle home and all seemed to be going well.

Saturday morning, 2/11, I started the vehicle to go run some errands, and the air bag warning light started blinking again.

The vehicle is back at the dealership yet again. Each time, I get a loaner vehicle, either an RX or ES, but these are hardly satisfying when I purchased the LX. I've contacted Lexus customer care and the dealer's parent company, but don't seem to be getting very far with either. It's looking more and more like I may need to get a lawyer involved. Invoking the Lemon Law may not get me anywhere as the law is for protection from manufacturing defects - even if the air bags had issues right from the start, there's no way to prove that the GuidePoint install wasn't the cause.

The more I think about it, the less happy I am with the prospect of keeping this vehicle. It's a brand new $68k vehicle that now has a repaired and repainted rear bumper, vibration issues that may or may not be resolved (I didn't have it back long enough to know), and either a hacked or replaced (with all the potential issues that brings with it) wiring harness. I've owned it for almost 3 weeks now, but haven't been able to really enjoy it for even 1 second yet.

Just figured people should know...

[LEXUSMASTER]

Check on your states lemon law. Please note Lexus has it's own abitration and you can call them and ask to the information package. Make sure you have a copy of each Work order from each visit. If they did not give you one ask for a copy. If they still do not produce a copy document the visit and the particulars. Arbitrators hate when dealers dont give copies. It makes it look like they are hiding something. Also not you can still go lemon law even though it is not a factory defect. The lemon law goes back against the dealer, the manufacture will indemnify the dealer if it is a factory issue. If not the dealer will be on the hook for everything. Just to let you know most lemon laws issue are able to be done without a lawyer

[Geoffrey Reynolds]

Check on your states lemon law. Please note Lexus has it's own abitration and you can call them and ask to the information package. Make sure you have a copy of each Work order from each visit. If they did not give you one ask for a copy. If they still do not produce a copy document the visit and the particulars. Arbitrators hate when dealers dont give copies. It makes it look like they are hiding something. Also not you can still go lemon law even though it is not a factory defect. The lemon law goes back against the dealer, the manufacture will indemnify the dealer if it is a factory issue. If not the dealer will be on the hook for everything. Just to let you know most lemon laws issue are able to be done without a lawyer

I probably should have posted an update. The dealer has agreed to replace the vehicle. A new one is at the dealership - once the paperwork is done I'll be able to turn in the loaner vehicle and take it home. However, they changed their mind on the 7 year / 100k mile warranty and 15k service. Despite the fact that I've paid insurance for a month plus, had the loan all this time, lost time at work dealing with this, etc. they're crying poor that replacing the vehicle is costing them money. Of course it is, but it's all part of doing business. Keeping a customer happy is sometimes more important for long term profits.

[Lexylass]

Hi Geoffrey,

I too am having so many problems since day 1 of purchasing my brand new RX330 from "Lexus of Monterey," here in California.

Here is my still on going story.... I purchased the RX330 as soon as it came out in 2003, I bought a fully loaded 2004 model. I was a Volvo driver before with a brand new "Cross Country," so this time I wanted something that wasn't a huge SUV, and not a wagon/estate car, but something in between. I test drove the RX, and fell in love with it right away. It felt like driving a really nice car, yet the height for getting in and out is great too, the back up camera, and I loved just everything about it. I ran home a got my cheque book, and I was off with my new "Lexus."

Then the troubles started to happen.....my first problem was this clicking noise when you are driving about, say, 25-35mph. Whenever I would put my foot on the excelorator and take it off, it went "Click, Click" from underneath, it drove me crazy, so I took to the dealer about 3 or 4 times as I test drove my friends RX330, and it never did that. Eventually they had a special technician drive with me, low and behold, he heard the same noise, after the service manager and other techs driving it said they heard a little something but it was probably the road. Anyway, for some reason they said that this was a standard trate on all the RX330's. Whenever they gave me a loaner RX330, I would try and see if it did the same to my car, it didn't.

I can't tell you how many problems that I have had with this car, from the engine cutting out in the rain. It did that last year when we had a bit of rain, then again this year. The batterey died about say 2 months ago, the car is still under warrenty, so they put a new one in. Then you would think that they would reset all the electrics. I couldn't open the windows, the moon roof was getting stuck again, oh, by the way after telling the dealer I was having problems with the moonroof about 4 times I took the car over, they said it was getting stuck with tree sap. I never park under pine trees here, I know better. With the moonroof problem, another annoying feature...whenever I tried to close it from tilt, it would just keep on reopening, that was pretty dangerous when on the motorway, driving 65mph as I had to gently keep on tapping it until it fully closed, and if it was fully opened and I tried to close it, yep! it would reopen or get stuck somewhere in between. Well, they eventually found a problem with it, oh, it made the loudest noise ever too! When they repaired the moonroof it was off the road for over a week! Tomorrow, 17th March, the car goes back in again for the moonroof getting stuck again and making a terriable noise, plus on the passenger side, (and I don't carry any passengers that much) there on the silver paint where the open door and window switch are located, it came back last week with some of the silver paint scratched off.

Last week it was in having the rotors repaired, they flattened them out, yet only just over 1200 miles ago they found that the front rotors had run out, so they replaced with brand new rotors, brake pads/shims. My car has under 15K miles on it, and I am scared to drive it. I have an 8 year old, and it's not worth risking his life.

The car shakes badley at 60 miles an hour when you are braking on a grade of 30%.

The headlight lamp was filling up with water.

Usually when the window washer fluid runs out, a light will come on and let you know, then after a few minutes go off. Well my one would stay on and keep on flashing, I kept thinking I had left my indicator on!

The rear brake light switch was updated?

Cup holder broke.

I got pulled over by the CHP, who kindly let me off, my headlights went out completely, then flicker on and off.

Oh, then on two occasions, both my son and I heard these strange noises coming from god knows where, it sounded like computer sound.

The brakes went out.

The car was jolting forward when braking, that was nasty, I was scared I would hit someone!

The all the dome lights on the inside wouldn't go on. Tomorrow they are going to fix the vanity mirrrors as the lights only come on down the side and not across the top long light, yes, I have tried the dimmer control switch.

Back and forward to the dealer regarding the moonroof, and actually looking at the paperwork, when the super tech drove the car, regarding the clicking noise he diagnosed that there was a thumping noise, located at a certain part, yet the dealership just said normal noise, I have been to hell and back with this stuiped car, I would be in tears over it.

I always put my car in the garage, and one morning I turned the key, and it sounded like machine guns going off, of course that made my 8 year old laugh.

Then more buzzing noises.

The car stalled agian in the rain.

Oh, I had the airbag warning light flashing on and off too!

Geoffrey, I know how you feel, I got absolutaly nowhere with customer service, they just said "WELL WHAT WOULD YOU LIKE US TO DO," I was so mad but kept my cool. I asked him how he would feel having all this time going back and forth to the dealer, how many hours have I wasted, the stress it has caused me, and my now exhusband did nothing to help me. He did a little complaining about the clicking , thumping noise etc. Now I am going throough a bitter divorce, and will have to go to arbitration court. My stress level is way out there. I have know family in this country, since I am from Scotland, and I feel like not one person understands what I am going through. So tomorrow, I drop of the "CAR" then onto divorce court for the 3rd time. This is when I wish my family was around.

I would try and make them take that car back, at $67K, damn right they should, especially if you have only had the car for 6 weeks. You don't want to go through what I am going through. I know Mercedes is excellent at taking back their cars. My friends boyfriend hads his for 2 months and something went wrong, they gave him his money back, that also happened to one of my neighbours a few years ago, they had smoke come out of the vents, it was a year old, yet mercedes gave them a brand new car. Let me know what happens Geoffrey. Good Luck, and God Bless!

Paula Hudson

I know we both have "Lemon's" and they just don't want to admit it.....Skip Lexus Customer Service and give this guy a call: DAVID E. CARPENTER (National Centre for Dispute Settlement)

2777 Stemmons Freeway, Suite 1452, Dallas, Texas 75207 tel: 214 638 2700 fax: 214 638 4054

He was really nice and once I told him what happened he thought thats a case for arbitration.

I still have to make copies and get them off in the mail. he will mail you a form to fill out with the problems etc.

Paula

[Geoffrey Reynolds]

Hi Geoffrey,

I too am having so many problems since day 1 of purchasing my brand new RX330 from "Lexus of Monterey," here in California.

Paula - sorry to hear your RX330 has been such a sour experience.

To update my situation, I took delivery of my replacement LX470 this past Saturday (3/11/06) and it's been flawless so far. They made the 2nd delivery very painless - I was in and out of the dealership within about 30 minutes. I've got about 250 miles on it now and am happy with it.

I'm still unhappy about how the whole situation was handled at first and about them taking back the extended warranty and free service, but I do think I'll be very happy with the vehicle now for the long term.

Best of luck to you on getting your problems (vehicle and divorce) resolved.

[Lexylass]

Hi Geoffrey,

I too am having so many problems since day 1 of purchasing my brand new RX330 from "Lexus of Monterey," here in California.

Paula - sorry to hear your RX330 has been such a sour experience.

To update my situation, I took delivery of my replacement LX470 this past Saturday (3/11/06) and it's been flawless so far. They made the 2nd delivery very painless - I was in and out of the dealership within about 30 minutes. I've got about 250 miles on it now and am happy with it.

I'm still unhappy about how the whole situation was handled at first and about them taking back the extended warranty and free service, but I do think I'll be very happy with the vehicle now for the long term.

Best of luck to you on getting your problems (vehicle and divorce) resolved.

Hi Geoffery,

So they did end up giving you a brand new car after all?

I can't imagine how life would be with my car actually working properly, it looks so cute too. This will give you a laugh....since I live in Monterey CA, I think I have taken the car to the car wash maybe 6 times? It's at the dealers so much that I never need to wash it.

See your a guy and I'm a girl and they just don't take me seriously.

I'm dreading tomorrow, Lexus and divorce court both in one day!

[Geoffrey Reynolds]

So they did end up giving you a brand new car after all?

Yes and there was no additional cost - they made it an even swap (as they should have, but there was no hassle about it).

See your a guy and I'm a girl and they just don't take me seriously.

Maybe, but assuming you've described all the problems with your RX accurately, it's definitely time to get a lawyer involved.

[BMAN1113]

Wow... I think I'll go ahead and hang on to my '93 SC400. lol

[Mei]

I started a thread several days ago over at the ih8mud forums, but figured others might be interested in hearing about my bad experience purchasing a brand new LX-470 from Ira Lexus in Danvers, MA a few weeks ago...

My brand new vehicle has had issues since I took delivery of it and I'm having a very difficult time getting satisfaction from my dealer.

When I took delivery (on Monday, Jan. 30th), the GuidePoint (similar to LoJack) installation which was contracted by the dealer to a third party seems to have been done incorrectly - the installer tapped into the same power source that the airbag system uses. The symptom is the air bag warning light flashing on the dash. This problem was noticed during delivery, and the vehicle was taken into a service bay to see if the problem could be addressed immediately. Since it couldn't be addressed immediately, I (probably stupidly) agreed to take the vehicle and bring it back later in the week to have this issue addressed.

During the week, I also noticed that something in the tires or suspension felt out of balance as the ride wasn't as smooth as the test drive vehicle had been. The vehicle was left at the dealer on Friday, Feb. 3rd to have these issues addressed. When I went to get it in the afternoon, both problems remained, so I took it right back. Sometime after I left it on Friday, the rear bumper was damaged at the dealership (which I didnt' find out until Monday afternoon).

On Monday, I called around noon time to check on the status and the service consultant (who I later found out knew about the bumper damage as of Friday) told me it was out for a final test drive and should probably be ready around 1PM. The salesperson called me around 2PM and told me that everything was fixed, but the bumper was damaged and they would need to keep it to fix that.

Monday evening, I went to the dealership to view the damage to the bumper and to speak with the general manager. I expressed serious concerns about the air bag wiring harness as any damage to it could potentially result in the air bags not deploying properly at some point. I expressed that given all the issues (air bag, rough ride, bumper), I felt a replacement vehicle was a fair resolution, but he was unwilling to agree to that. He did agree to give me a 7 year / 100k mile warranty and to have the wiring harness replaced, which I reluctantly agreed to - replacing the wiring harness is a major operation and may cause rattles and other issues that a new vehicle shouldn't have. They had also agreed to give me the 15k service for free earlier in the day to "make up" for the damage to the bumper.

Wednesday evening, the general manager, called me at home and during the conversation revealed that he had decided against replacing the wiring harness because of the cost and complexity involved in installing it - citing that doing this could cause other problems. I made it clear that something has to be done to resolve the damage to the wiring harness and the options include replacing the vehicle, signing documentation that the harness modifications that have been made will never impact proper operation of the air bag system, or replacing the wiring harness. At that point, he seemed unwilling to go with any of those options and said he would have to speak with his superiors.

I got a call on Thursday afternoon (2/9) from the service consultant to tell me that the bumper has been fixed, the vibration is mostly gone (but they aren't happy with it yet), and a wiring harness has been ordered. I questioned the wiring harness because of my conversation with the general manager last night - he said that the GM must have changed his mind, but wasn't really sure.

On Friday, 2/10, the service manager contacted me and asked if we could meet to discuss the wiring harness. I met with her and the shop foreman. We collectively agreed that replacing the wiring harness could cause more harm than good, so they agreed to give me something in writing that if the damage to the wiring harness ever caused any warranty related work to be refused, the dealership would cover the repairs. I wasn't thrilled with this solution, but felt it was at least reasonable. At this point, I took the vehicle home and all seemed to be going well.

Saturday morning, 2/11, I started the vehicle to go run some errands, and the air bag warning light started blinking again.

The vehicle is back at the dealership yet again. Each time, I get a loaner vehicle, either an RX or ES, but these are hardly satisfying when I purchased the LX. I've contacted Lexus customer care and the dealer's parent company, but don't seem to be getting very far with either. It's looking more and more like I may need to get a lawyer involved. Invoking the Lemon Law may not get me anywhere as the law is for protection from manufacturing defects - even if the air bags had issues right from the start, there's no way to prove that the GuidePoint install wasn't the cause.

The more I think about it, the less happy I am with the prospect of keeping this vehicle. It's a brand new $68k vehicle that now has a repaired and repainted rear bumper, vibration issues that may or may not be resolved (I didn't have it back long enough to know), and either a hacked or replaced (with all the potential issues that brings with it) wiring harness. I've owned it for almost 3 weeks now, but haven't been able to really enjoy it for even 1 second yet.

Just figured people should know...