SWoods

For the record: it was first reported within the warranty period, then between and at all f/u service intervals, plus notice to T/Lexus corporate. Well, it just so happens that I don't have a Lexus dealer around every corner, and having a busy and productive life does not allow me the luxury to dedicate precious time to an issue when I purchased a recognized quality vehicle from what should be a quality dealer. Two children, both on their second BMWs with no existing problems with either the vehicle or the local dealership. You, on the other hand, obviously have a great deal of time on your hands to be able to "dig in your heels'; so to respond to your point any further makes me feel like I am discussing this with the mother of the dealership owner (or maybe you are the service manager in disguise). Too bad I didn't find this site a few years ago, however, obviously too late; so I will thank those that tried, and to you I will sign off.

Thanks for speaking up. We live in London so that should answer your question. I set my EMS/AVS suspension to the extreme 'comfort' zone which is not as noisy on regular road bumps and ruts, but will definitely let you know when driving over anything just a bit more severe. During the warranty period this metallic 'clunk' 'rattle' noise was experienced by feel and sound on different occasions by both the service and sales managers when we went on test drives together - both admitted that it shouldn't feel or sound like it did; both said that shop techs could not find a technical or safety problem; and when I called Toyota/Lexus Canada to have a factory tech check it out they were dismissed by the dealership who told them they, the dealership, could not find a problem that warranted warranty, or any other work, and that a factory tech was unnecessary .... at subsequent service intervals I continued to mention this ongoing issue, and even though they admitted that it existed, they continued to tell me that it was not a problem, and NO, 'steering knuckle', etc, was not suggested .... I probably could have gone to the independent shops but I wasn't sure what they could do what a Lexus tech couldn't, and besides why should I have to spend what could turn into $100s of dollars and still not know the problem is fixed - it has been the dealership's responsibility from the beginning, because if others are aware of this issue then so are they, and this complaint has been on their books to prove it - you can imagine that I don't speak highly of them whenever I have the opportunity. Until recently I have been loyal and happy with my Lexus', and have resisted the encouragement of two of my children, who own BMWs, to make the switch - and, there are other good cars and dealerships who would appreciate my loyalty.

Thanks so very much to everyone who has taken the time to respond - if I had known about this site a few years ago I probably wouldn't have put myself and husband through all of this frustration. In spite of my husband's recommendations to speak to an independent garage, I have been loyal to our local dealership throughout the ownership of three (3) models, always following their recommended service schedule, and going to them for any minor repairs .... when I needed them most they did not stand behind me, even when I had written to and called Toyota/Lexus requesting a factory technician to personally observe the problem .... I was hoping that someone might have had a document and/or service bulletin that would prove it wasn't my exaggeration. However, I will be looking for a new vehicle in this new year, and now convinced that it will be a change to BMW or Mercedes', and I will make sure that I find their owner support site from the get go. Happy New Year!

There has been a lot of 'views' to this question but no 'replies', is there something that we are not doing or presenting correctly?

Thanks for such an informative response - any bridges that you suggest I be aware of?

Sorry, but since we are not totally computer savvy, don't find this site always user friendly, we sometimes find it difficult to respond properly and timely .... however, the age and mileage of the car should be insignificant since the dealership has been aware of this noise since early in the warranty period - both sales and service had experienced the feel and sound of the noise several times, have admitted that "....it's not right", have recorded the complaint several times, but simply say that it is not a safety issue and there's nothing they can do about it - we believe that they are fully aware of the problem and since it is not a safety issue they don't want to own up to it; and so, for all intents the problem should still be under warranty and will be if we can present proof either from someone else's experience, or from a service bulletin, that they are in fact still responsible to correct the issue at their time and expense .... if we are 'p*****g in the wind' then please let us know that as well. This is our 3rd Lexus, all of which were always dealer serviced, and since loyalty has not returned loyalty, it will probably be our last. Thanks.

EMS is meant to adjust the damping effect on shock absorbers. Since early warranty there has been a severe metal to metal/rattle/clunking sound, when driving at any speed over rippled/potholed/washboard type road surfaces; and especially louder when in 'Sport' mode as opposed to the other extreme and softer 'Comfort' mode - it sounds and feels like there is no shock absorption activity. Although they recognize the sound the dealership has not got, or will not give us, an answer and simply agreeing that it is not a safety issue .... can anyone else give us an answer to this very irritating situation? - Is there a 'service bulletin' we should be aware of? - is there a simple 'fix' that one of you can suggest or share? Thanks, Swoods.

130, 000 KM (yr 2002).

Lexus ES300-2002 with EMS (a control option meant to adjust the damping effect on shock absorbers). Since warranty we have noticed, and reported, that there is a severe clunking noise when driving over rough/potholed/washboard like surfaces - the noise is harsher when set in 'Sport' mode and not quite as loud but still obvious in the other extreme setting "Comfort' mode - sounds and feels like there is no shock absorption activity. The dealership has heard the noise under driving conditions and although they agree that "....it shouldn't be there", they said it is not a safety issue and have refused to recognize that there is a problem and have not accepted responsibility to explore and/or fix this, nor will they admit that they have ever encountered the problem before. Other than this, the car is still in great condition and we would simply like to eliminate this discomfort issue. We are hoping there is another owner or someone, who may have experienced a similar problem, can tell us if there is a correction procedure. Thanks for any advice.

We have a 2002 ES300 with Electronic Modulated Suspension (EMS) control (it is meant to adjust the damping effect on shock absorbers) - since warranty we have noticed, as has the dealership, that there is a severe clunking sound when running over a washboard type road surface and when set in 'Sport' mode, not quite as loud but still obvious when in the 'Comfort' setting - sounds and feels like there isn't any shock absorption activity .... even though they have heard the noise, and admit that "....it shouldn't be there", the dealership refuses to recognize that something is definitely wrong, says it is not a safety issue, and no responsibility to explore to fix the problem .... it's still in good condition and we would simply like to eliminate this irritating and bothersome issue before we consider a competitive make .... has someone with a similar experience got an answer for us?