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New Lexus Owner Disappointed So Far


mbenza
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So, here is how it goes.

We buy a new GX in October 2007 from Ray Catena Lexus in Larchmont, NY. During the delivery of the vehicle, we notate to the salesman that the 3rd seat middle headrest is missing. He says he'll take care of it. I call 3x in the next 3 weeks, every time I am asked to look in some other part of the vehicle for it, even in cubby holes the headrest couldn't possibly fit in.

Fast forward to November 2007, the steering column locks up rendering the car unable to steer and run. I am 54 miles from the nearest dealer which is Prestige Lexus. The tow truck comes and takes it leaving me stranded and to find my own way there.

I call Prestige to find out if they got my car and they have no idea who I am. After a lot of time on the phone with Prestige, I find out my car was towed in under another name as the owner. Prestige tells me that I must be the second owner and I bought it used. I explain to them it had 10 miles on it and I bought it brand new. They showed it as being sold on 8/31/07 to a S. Bernstein. I purchased it on 10/9/07. After that was figured out, I was offered a loaner. The car was in service for a week and required an entirely new steering column.

I go to pick up the GX when they called. They ask me for my keys and take about 30 minutes to reprogram both sets of keys. After that, they tell me "your car is out there somewhere". I find it on the service drive completely covered in snow and ice. (It had not snowed in 3 days). I open the door, my light tan interior is filthy and grease stained, the radio is tuned to a religious cult station (not that there is anything wrong with that) instead of my stations. Since I was late already to get to my appointment, I left and started driving on the highway. I started accumulating some road mist from the melting snow on the highway and I went to turn on my wipers and they would not work. I pulled over and got out and found my wipers to be buried in 3" of ice. I had to chip the ice out at the base of the windshield. I turned on the wipers and they moved to the up position and stopped. They refused to work and now the windshield was completely smeared. I found a Dunkin Donuts napkin and cleaned a spot out so I could see. I proceeded to my appointment 70 miles away and it took a few additional napkins to make it there. I also during the trip found out all my power windows were inoperative from the driver control panel.

I complained, in writing, to the Lexus website customer service in detail as I have laid out here. I also mentioned my reasons for buying a Lexus was the fact that my friends were happy with the service and the treatment they have received when they have needed it. One friend, in particular, told me the Greenwich, CT dealer even replaced the floor mats when they were stained for no charge. In mid December, I finally received a return phone call from the Lexus customer service and was told they would look into it with both dealers and get back to me. As of this date, I still have not heard back.

This month, January 2008, my battery went dead from the automatic headlamps not turning off after they were supposed to. Now I cannot use the Auto Lamp feature as it will kill the battery. Yesterday, the key fell apart and lost the middle section that holds the buttons. I believe the dealer must not of properly tightened the screw that holds the key together.

Needless to say, i am extremely disappointed with the supposed "Lexus Experience" and the lack of quality that seems to be apparent with my GX. BTW, as of this writing, it has 3900 miles on it.

I own a Chevy and a Mercedes and have been treated far better by my Chevy dealer and even my Mercedes dealer. I despise the Mercedes dealer but feel they try. I hold both dealers in higher regard than either Lexus dealers at this point. My whole reason for going to Lexus was based on the "reputation" that is alleged.

Anyone else have similar problems with their Lexus (or is Lexii?) and dealers?

Thanks for listening, it is extremely frustrating to be going through this.

Melvin Benzaquen

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So, here is how it goes.

We buy a new GX in October 2007 from Ray Catena Lexus in Larchmont, NY. During the delivery of the vehicle, we notate to the salesman that the 3rd seat middle headrest is missing. He says he'll take care of it. I call 3x in the next 3 weeks, every time I am asked to look in some other part of the vehicle for it, even in cubby holes the headrest couldn't possibly fit in.

Fast forward to November 2007, the steering column locks up rendering the car unable to steer and run. I am 54 miles from the nearest dealer which is Prestige Lexus. The tow truck comes and takes it leaving me stranded and to find my own way there.

I call Prestige to find out if they got my car and they have no idea who I am. After a lot of time on the phone with Prestige, I find out my car was towed in under another name as the owner. Prestige tells me that I must be the second owner and I bought it used. I explain to them it had 10 miles on it and I bought it brand new. They showed it as being sold on 8/31/07 to a S. Bernstein. I purchased it on 10/9/07. After that was figured out, I was offered a loaner. The car was in service for a week and required an entirely new steering column.

I go to pick up the GX when they called. They ask me for my keys and take about 30 minutes to reprogram both sets of keys. After that, they tell me "your car is out there somewhere". I find it on the service drive completely covered in snow and ice. (It had not snowed in 3 days). I open the door, my light tan interior is filthy and grease stained, the radio is tuned to a religious cult station (not that there is anything wrong with that) instead of my stations. Since I was late already to get to my appointment, I left and started driving on the highway. I started accumulating some road mist from the melting snow on the highway and I went to turn on my wipers and they would not work. I pulled over and got out and found my wipers to be buried in 3" of ice. I had to chip the ice out at the base of the windshield. I turned on the wipers and they moved to the up position and stopped. They refused to work and now the windshield was completely smeared. I found a Dunkin Donuts napkin and cleaned a spot out so I could see. I proceeded to my appointment 70 miles away and it took a few additional napkins to make it there. I also during the trip found out all my power windows were inoperative from the driver control panel.

I complained, in writing, to the Lexus website customer service in detail as I have laid out here. I also mentioned my reasons for buying a Lexus was the fact that my friends were happy with the service and the treatment they have received when they have needed it. One friend, in particular, told me the Greenwich, CT dealer even replaced the floor mats when they were stained for no charge. In mid December, I finally received a return phone call from the Lexus customer service and was told they would look into it with both dealers and get back to me. As of this date, I still have not heard back.

This month, January 2008, my battery went dead from the automatic headlamps not turning off after they were supposed to. Now I cannot use the Auto Lamp feature as it will kill the battery. Yesterday, the key fell apart and lost the middle section that holds the buttons. I believe the dealer must not of properly tightened the screw that holds the key together.

Needless to say, i am extremely disappointed with the supposed "Lexus Experience" and the lack of quality that seems to be apparent with my GX. BTW, as of this writing, it has 3900 miles on it.

I own a Chevy and a Mercedes and have been treated far better by my Chevy dealer and even my Mercedes dealer. I despise the Mercedes dealer but feel they try. I hold both dealers in higher regard than either Lexus dealers at this point. My whole reason for going to Lexus was based on the "reputation" that is alleged.

Anyone else have similar problems with their Lexus (or is Lexii?) and dealers?

Thanks for listening, it is extremely frustrating to be going through this.

Melvin Benzaquen

Melvin,

Sorry to hear about your misfortune. Unfortunately it sounds like you've had "Bad Apples". I purchased my first Lexus back in 1999 and now I own (2) a GS-300 and a new SC-430 convertible. I'll probably buy my wife the New GX-470 when the time comes. I live just outside Philadelphia and my Lexus Dealer "Lawrence Lexus in Lawrenceville, NJ." has been quite a pleasure to do business with. They are awesome! They bend over backwards for you if you wish. Everyone knows that Lexus is by far the very best car on the market today. And Toyota makes the very best products not only this year but many years in the past. I think you just had bad luck and no one should be treated that way, what you did was correct writing to the Lexus Hotline. Shortly you should receive a questionaire in the mail regarding your experience as being a Lexus New car owner. This survey is sent by Lexus Customer Care in Akron, Ohio by the Lexus Product Specialist and Vice President of Consumer Affairs, feel free to vent to them about your dealer and or dealers who handled your misfortune. My dealer always has a policy of calling the day after any service to see if my experience was not exemplary to call the service Manager and if not call the General Manager. That is their Jobs!

Each dealer is graded by Lexus for Customer Service and Care. I would contact each Dealers General manager and voice your displeasure with their dealership. And notify them that you will be filling out a survey that is not to favourable for their dealership. I guarantee you'll get the care you need. I hope everything works out fine, Lexus is truely the very best vehicle made, if you get no satisfaction with your dealership email me back and I will get you a name from Lexus who will treat you and your vehicle with the satisfaction that you expect from Lexus.

Best of Luck, A Happy Lexus Owner,

Blaise

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A nightmare, indeed.

I agree with contacting Lexus Customer Care personally and by letter. There is something about a written documentation that carries more weight.

Our Lexus experience has been flawless but it comes at a financial cost. Your situation was most likely an isolated case of incompetence.

Apparently, the dealer replaced the steering column and forgot to hook up the several components that are involved in the process. I have heard that Lexus service departments are not the best because they rarely have to do major repairs and end up having to read the repair manual to figure out what to do. Maybe the mechanic that worked on your car was dslectic (not that there anything wrong with that <_< ).

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I hope not but this guy sounds like a troll. He posted the same thing on the other Lexus board and never responded back with an update.

Bob,

That certainly is not a nice thing to say about someone you do not know. A troll? Of course I posted on other Lexus boards, I want to find out if I bought into the best kept scam or if I have just hit 2 of the worst dealers and a car that is breaking as we speak. So, what is wrong with that?

I do not have an update at this point sice I was busy with soccer all 3 days. I didn't realize that was a problem.

Lexus certainly has not seen fit to respond nor has either dealer.

There's your update.

I was looking for constructive advice not name calling.

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I hope not but this guy sounds like a troll. He posted the same thing on the other Lexus board and never responded back with an update.

Bob,

That certainly is not a nice thing to say about someone you do not know. A troll? Of course I posted on other Lexus boards, I want to find out if I bought into the best kept scam or if I have just hit 2 of the worst dealers and a car that is breaking as we speak. So, what is wrong with that?

I do not have an update at this point sice I was busy with soccer all 3 days. I didn't realize that was a problem.

Lexus certainly has not seen fit to respond nor has either dealer.

There's your update.

I was looking for constructive advice not name calling.

GDixon,

Thanks, I will try another dealer with the additional service issues we are having and contact the GM of Ray Catena regarding our headrest that was never dealer. We'll see what happens from there.

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Mbenza, sorry about your troubles, you are definately not experiencing the right kind of Lexus ownership treatment. There is absolutely no excuse for that at ANY dealership, let alone a Lexus dealership. I think you are doing the right things, I would make sure and submit things in writing, as someone said that carries more weight than just phone calls. Please keep us up to date with what takes place.

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  • 3 months later...

I can certainly sympathize with mbenza.

I too have had a disappointing & frustrating experience with Lexus & the service dept. My 1st Lexus was a new 2004 RX330. It was truly a lemon. I had a 3 ring binder full of service documents & unresolved issues. After a few negative surveys & compaints to Lexus customer service, Lexus stopped sending me surveys. Looking back, I should have had Lexus buy back the vehicle under Lemon law. It was just easier to trade it in. In 2005, I traded for an '06 GX470. Although I am happy with the GX, I have had a few problems. In my opinion, the service dept in Tampa continues to be of poor quality. You may read my post under "Florida Dealers". I never get follow up calls or surveys. I've never kept a vehicle past 35,000 miles. Although I am a diehard Lexus fan & love the line, I have had more trouble with the RX & GX than any other vehicle I have ever owned. (Including a Jeep Grand Cherokee) I like Lexus & believe they build a quality vehicle. I also believe, like most brands, sometimes they let a few lemons in. It is great that people have a positive experience with their Lexus but it is heartbreaking when you get a bad one!!! My GX goes in for repairs next week...wish me luck!

Oh...Bob, posting a negative experience doesn't make someone a troll! Very immature!

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Gee, it's hard to read through these posts and understand WHY there are so many good experiences and so many bad experiences with Lexus???? :(

A lack of consistency in delivery of service to its customers. The bigger you get, the more difficult it is to control. I think many would agree that the same disparities exist within other independently owned "chain stores" outside of the automotive industry. I would bet this is nothing more than a commodity to many of the poorest run dealerships, and to their employees, just a paycheck. The better / well run dealerships that provide the levels of customer service that many of us have come to expect, are committed to their customers and have developed a sustainable corporate culture thats driven from the top down.

Jim

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