I purchased my first Lexus in June 2009. It was certified pre-owned and came with the 3 yr warranty. Lexus Corporate, the dealership, Lexus Extra Care, etc everyone verifies that it is showing in their system accurately. But there is a glitch in the system between the dealerships and Lexus Finance (which we didn't even use) that is causing it not to appear on the customer profile screen in the service departments. This means every time I go in for service I have to pull out the paperwork and go through it all again to prove it's under warranty. I have been told for a year that corporate is aware of it and there is an open ticket in IT to get it fixed. I am told every time that it will be done in a few months. They are now saying the end of 2010. That is 18 months of dealing with this.
I have tried to call the Customer Satisfaction Line twice today. The first time took 20 minutes for them to answer, and the second time over 30 minutes. I told them I wanted to file a complaint and they said "We will mark your file". I asked if I could write a letter to someone and was told they will just mail it to the same department and it will be put into your file. They implied that the feedback isn't sent to anyone, but will be available in the file should anyone want to come look at it.
This is absolutely NOT the experience that Lexus sells. I have to believe that there is someone you can contact that wants to hear customer feedback like this. Does anyone have any suggestions on who to contact for a corporate level complaint?
