Lexus Lack Of Warranty Integrity

[dbh100]

I have been a long time Lexus owner. Never had occasion to need warranty service until recently. I still cannot believe what happened.

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.

Anyhow, I am getting nowhere. Has anyone else received this bad of service? Any suggestions on what I should do?

[The G Man]

dbh100, cases like yours is starting to be more and more common as Toyota gets bigger and bigger. The bottom line of any company is profit and Toyota didnt make any last year. They are cutting back in areas where they should not have. I remember when Lexus dealers will bent over backward for their customers. I have owned Lexus for over 10 years and have notice service and quality have decline in recent years.

I would start by filing a complain with Lexus headquarter, if that doesnt work, file a formal complain with the BBB, I know Lexus hates BBB complains.

Good Luck

[lenore]

If that doesnt work, go to your city and get a permit to picket, than make a sign that says talk to me first before you buy. Walk the sidewalk infront of their stealership... I bet they will respond to quiet you down.....Be polite, but tell them your terms for getting you off that sidewalk....

[1990LS400]

dbh100, it's certainly not normal wear and tear but are you certain that something you or somebody else did didn't damage the leather?

The leather in my LS doesn't seem all that resistant to damage. All it took last Spring to put a nasty scar in and remove the color from an area of the lower drivers seat back was a broken rear pants pocket button.

Maybe someone who has driven your car isn't fessing up.

[SOMEONE ELSE'S GOT MY NAME]

dbh100, I'm over 220lbs and notice that wear often happens according to how much load the seat has on it, as well as how long you're sitting in the car. So my wife's driver's seat has a lot less wear than my seat has. Still, one shouldn't see failure before 10k miles.

[The G Man]

Lexus leather is very soft and nice to the touch, but they dont wear too well compare to German cars. All my Lexus started to show wrinkles at about 10000 miles, but to the OP, leather wear at 2500 miles is a warranty item no matter what Lexus say. Dont let them get away with it, keep pushing for a warranty repair.

[dbh100]

I am the only one that has driven the GX. I do my own detail work and have not cleaned the seats with anything other than damp water on a rag.

I complained to the Better Business Bureau and plan on taking Lexus to small claims court. Companies should not be allowed to treat customer s in this manner.

[The G Man]

I complained to the Better Business Bureau and plan on taking Lexus to small claims court. Companies should not be allowed to treat customer s in this manner.

I agree, especially a company such as Lexus who pride themself on customer service. Its funny, I have heard of cases in the old days where Lexus customers would complain about wrinkles in their leather after 2 years and Lexus would replace the seat cover for them, that is the Lexus I use to know and love.