BUFFALO, NEW YORK -- I am wondering how Lexus rates so high for quality and service. I have purchased a 2013 Lexus ES 300h fully loaded and have been very disappointed. I respect JD Powers results and this is why I picked the Lexus ES as it is highly recommend. The Mark Levinson system is the worst I have ever heard as a premium system. The response from Lexus has been terrible or lack of.
I have driven luxury vehicles for the past 25 years and Lexus has been the worst customer service Ihave ever encountered, and cannot understand how Lexus is so highly rated. I am not the only person that feels this way. After my situation I started to go online and found many other people with the same concern. I think when a company rates other corporations it should look at websites, forums and related blogs to get sense of customer satisfaction.
I have contacted Lexus every other day for three weeks before I received a reply from someone. I think when you look at the price of the Lexus ES, Lexus really cheap out, claiming heated wood sterling wheel, none of the wood is heated; ventilated front seats that do not work very well; no sunglass holder; no compass on the mirror if you upgrade to a GPS; very poor voice commands on the GPS system. The vehicle feels very cheap - when you close the door you can hear it is hollow. My vehicle is 6 weeks old and I have had the amp and sub-woofer replaced as it blew, and a door speaker and the system still sounds terrible.
My fear is if Lexus cannot remedy a stereo issue, what will happen when it is a really big issue. This has been the worst experience ever with a vehicle manufacturer.
MILWAUKEE, WISCONSIN -- Bought 2009 RX brand new from the dealer and had serviced at dealer since mile 1. The car ran like a clock from 1 to 100,000 miles needing only brake pads. After 100,000 has been a nightmare. At 111,000 the rear brake calipers seized up and trashed the rotors in the process. $1500. Took the car in for 115,000 mile service and got the bad news about the rack and pinion unit like everyone else. $1800 but was told this issue would not leave me stranded on the side of the road, worst case no power steering.
The car steers fine so did not get fixed and will squeeze some more miles out of it until power steering fails. 120,000 mile service (which itself is $1000) and I am told the differential is leaking and will cost $2200 to fix. Worst part is it's a $20 gasket; the rest is labor cause they have to remove the transmission to get at it. Oh yeah and $400 for some belts and pulleys. So not including 120,000 mile service, I am at $5900 in misc repairs in the last 9000 miles or $0.66 per mile.
Moral of the story: don't keep your Lexus after 100,000 miles. They are standing on the shoulders of Toyota's high mileage reputation from the 90s and early 2000s. This is our 3rd of 4 Lexus. Just bought 2013 ES and that will probably be the last one. $0.66 per mile is rental car prices. The RX is still at the service center and I'm debating selling it for scrap.
WOODLAND HILLS, CALIFORNIA -- On May 22nd, 2009, I took my 2006 Lexus GS300 to Vista Lexus in Woodland Hills CA for service due to a recall notice I received regarding my vehicle. I was also experiencing some grinding noises whenever the car started. When I got to the service representative by the name of **, she advised me that there were two additional recalls on my car, which I never was informed about. I advised her of the issues I was experiencing with my car.
She advised me that I can pick up my car that night or the next day. When I went to pick up my car on the 23rd, I noticed that my silver wheels looked like they were spray painted black. The black looking substance only covered the front two wheels and only around the center of the wheel. I immediately informed the dealer the issue. They told there was nothing they can do about it because of the holiday, and that I should come back on the 26th when the service department was open.
So I went to the service department to resolve this matter. I spoke to a **, who was extremely rude and condescending. He brushed off my concerns and said "it didn't happen here, you must have driven it through acid or tar or something like that." I informed ** of the condition which I brought the car in for service and that his paperwork and record does not show that I had any marks or damage on my wheels. ** sarcastically told me "just because it wasn't marked on the inspection doesn't mean it wasn't there". The black substance is so obvious that I noticed it right away and so would anyone else looking the car with decent eyesight.
I called Lexus customer advocacy department and they were useless. I was told "it's between you and the dealership" and "we don't decide what happens." Not to mention they didn't follow up or return my calls promptly. My experience did not matter to Lexus and once again I was brushed off to deal with this on my own. Needless to say, I was humiliated at Vista Lexus in Woodland Hills CA and I would never return to this dealership or do business with Lexus. I will tell everyone about my experience with Lexus and urge them not to do business with Lexus.
CALIFORNIA -- I bought new windshield wipers and had them installed on January 30, 2006 at Lexus of Serramonte in Colma, CA. On March 10, 2006 at approximately 2:35 PM I picked up my six-year old granddaughter from school in Greenbrae (Marin County, CA) and was driving over Wolfe Grade (a two-lane road over the mountain) into San Rafael where my daughter lives.
It was pouring rain. The rain was coming down in sheets. The wipers stopped working. Just stopped. Both of them. There was no place to pull over even if I could see (no shoulder lane). I was petrified and my granddaughter was screaming. There was zero visibility in front of me. I put my head out the driver's side window and could just see the lights from the on-coming traffic. I was never so scared in my life. By some miracle I drove like this for several miles until I was able to pull over at the first house at the bottom of the mountain.
I got out (by now I am soaking wet) and checked the wipers to find that the right one (passenger side) had a piece of metal about 1/8 of an inch wide sticking out of the wiper blade that was stuck in the wedge between the hood and windshield, thus stopping both wipers from working. I pulled this stick out and the wipers started to work again. This thin stick is 18” long with a small notch on each end. I saved it.
I was shaking so badly I had to cancel all my plans for the day. I still can't sleep at night thinking of what could have happened and today had to get a prescription to help me sleep from my doctor (Dr. ** at CPMC in San Francisco). I intend to tell everyone especially at Lexus/Toyota about this so it won't happen again and perhaps kill people. Please acknowledge this incident.
LOUISVILLE, KENTUCKY -- I bought a new 2007 Lexus 350 on January 12. I can barely see when I drive it at night because the headlights, which are HID AFS, only illuminate about 5 or 6 feet in front of the car. I can only see about the bottom third of the car in front of me and there is a bouncing black line with what looks like a black wall above the line. The lights are OK on bright. I took it back to the dealer twice with no results. He said it would be OK with the AFS off... It wasn't OK, just the same. And he said the company wouldn't let them adjust the lights. They appear to be set too low.
I am waiting to hear back from the Lexus customer service 1-800 number. The guy I talked to there said that if the lights were 'in spec', there was nothing they could do. I drove a 1991 Lexus 400 for the past 16 years with practically no problems, so I am in shock about this new Lexus. It is a huge safety hazard. I wonder if all cars with HID AFS lights are like this or if it's just mine?? I can't imagine anybody being pleased with a car that they cannot see to drive in at night.
LOS ANGELES, CALIFORNIA -- So after 8 months of owning the car, the brake starts to make squeaking noise and the dashboard (which they fixed, but very ugly looking). For the brake, they told me it's a designed feature. It's not dangerous to drive with the noise, therefore they're not going to fix it because it's normal and it's not a defect. So, this is a $40K car that I bought brand new, and now, it's still under warranty, they won't fix something that is broken and annoying, because to them - it's normal, designed feature (that didn't tell us anywhere when we're buying it). Everyone has the problem or will have, because it's the design.
I talked to them 10+ combined for dealer and headquarter. Wasted 5 trips to the dealer. Wasted all my time and effort, and they won't even bother to try to fix it. They looked at it, think it looks good, so they won't' fix. This is something I have to deal with, live with unless I sell my car. Otherwise, they're not the one that hearing the sound when they drive it, right? So, I got an extra feature - the noises from the car. I wish Lexus could keep their good services like they have when they were small. Now they just don't care about the customers anymore.
LIVINGSTON, NEW JERSEY -- I recently replaced my RX 300 with a RX 350. At first I was very happy. The problem occurred after the air conditioning would intermittently stop working. The second time it went in to Warnock Lexus in Livingston, N.J. (the dealership where the car was bought), I asked they research why my air conditioning was not working and why they could not figure out what the problem was. They found out it was a problem in some of the RX 350 cars and at the present time they did not know how to fix it. I asked when it would be fixed and they said they had no idea. They also would not replace the car.
At the present time I have an inferior loaner car and my car sits in the shop. Will it be days, months or years, no one can say. I understand cars can have defects, but the dealership should take responsibility for them and either fix the problem or replace the car.
Nothing but problems due to manufacturing defects and unwillingness of the service center (Woodfield Lexus, Schaumburg Illinois and customer complaint center nationally) to address the defects without a hostile interaction and denial of responsibility. All 4 of the car door windows had to be replaced due to defective safety glass which allowed air to seep into the glass producing bubbles in the glass of the windows, within 5 years of new car purchase. After a prolonged dispute, in which the local Lexus service center denied responsibility for this obvious manufacturing defect, the windows were all replaced.
The intermittent windshield wipers have never functioned properly from the date of purchase of this new car. Despite Lexus replacement of the sensor that is supposed to initiate proper intermittent wiper function, the intermittent wipers do not work when driving slowly or when there is a light drizzle, which is their sole purpose! I must continually turn the wipers to the low constant function and off again to properly clear the windshield. This is a serious safety manufacturing defect. The Woodfield Lexus dealership claim that there is nothing that can be done and this is the way the intermittent wipers are supposed to function or malfunction!
My LS 430 has only 70,000 miles on it and now the front passenger side door lock malfunctioned and can only be locked and unlocked manually. The Woodfield Lexus service center say it is a malfunctioning door lock solenoid which will cost almost $900 to replace. This is an additional safety manufacturing defect as one cannot lock the door when traveling through an unsafe neighborhood without coming to a full stop and leaning over to manually lock the passenger side door!
700 SUNRISE HIGHWAY ROCKVILLE CNETRE, NEW YORK -- I bought my GS350 to Lexus of Rockville center to have check up for a rattling noise under my car which my car still cover under factory warranty. The technician spend 2 days and can't find the noise. So I went to test drove the car with him. Finally he agree that there's noise but he notice my drive door and fender has no vin sticker and he claim that it has been repainted so he told me the rattling noise can cause be the accident which Lexus won't cover under warranty. I need to pay out of my own pocket.
I ask him how much will cost me to find out what the issue? He told me can cost me from $200-$2000 cause he don't know what the issue is. But before he proceed, I need to agree that I will pay for the labor first. I was wondering what I need factory warranty for if is not cover? Fender and door was repaint didn't mean the car was in accident. Plus I believe he should look into the issue instead of blaming everything and find excuse not to do the job. I think his name is **.
I think Lexus should hire more experience technician other than the technician only do guessing. Thanks to him now my Carfax shows accident due his experience result. I waste my time for nothing. People please beware when you service your car in Lexus of Rockville. I have own Mercedes, BMW, Infiniti and Lexus and this is my worst experience.
WESTMINSTER, CALIFORNIA -- Took it to the dealer and complained with corporate on the car braking performance and finally got in touch with the dealer and got the car first repair. Drive it out after being repair the next day and the sound is there but wasn't loud and getting to the point that it is annoying. So two month later here I'm again dealing with the same problem. So they kept the car for another 3 days to research and attempted to fix it. After got the car back, the first day the sound is still there.
Okay, brought it to the dealer again less than 30 days (I'm very busy with work) and they replaced 2 front rotors and pads. After taking out from the dealer, damn guess what I heard again guys - same squealing sound. Squeal noise are killing my ears. Okay now, I'm piss so I took it up to the corporate again and now I will have to leave my car with the dealer for several days because Lexus finally send out a representative to look at the car under the Lemon law. So final attempt is what I give them. Find out more in 2 week from now guys. I hope Lexus will solve this problem for me.