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.
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.
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.
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.
Volume 1 & 6 of the 2010 Lexus RX 350 service manual is missing its alphabetical index. On a 2" thick manual, not having an index can be a problem. It would be more of an issue except for the index being in the other volumes. A problem only arises if only volume 1 or 6 is purchased by itself. I talked to the folks at Toyota Service Publications. They will not be printing a corrected copy of the manual or apparently do anything else to correct the situation. So much for doing the right thing on manuals that run in the one fifties each.
DELAWARE -- 15k on the brand new RX400h and the windshield cracked for no apparent reason. The dealer upon initial inspection said that there is no point of impact & that the windshield just cracked. Lexus customer service denied our claim. The car should still be under the bumper to bumper warranty. We even have an independent auto glass company look at it and the finding is the same but Lexus denied; says they don't cover that certain issue.
And by the way, good luck on holding for customer service. I have to wait more than 1 hr every time. Bottom line is if you have a big problem, even if it is clearly a manufacturing defect, they won't fix it. Nobody from the main Lexus representative came to check on my car. They just denied it. What a nice customer service crap is that.
LOUISVILLE, KENTUCKY -- I own three Lexus vehicles. I recently bought a 2007 Lexus ES350 certified vehicle. We took it back to get some recalls addressed in which Lexus service took care of these issues. While there, my wife advised them the car seems to hop when apply the brakes. The service advisor called me to let me know that the brakes rotors were out of round and needed turning. The brake pads were in good shape.
I told them this was a certified vehicle and should be covered under the certified program. He stated the brakes were not. I told him I understand the brake pads were not covered but the rotors should be. He still refused to resolve this problem for us. The last Lexus we bought was covered no matter what the problem we had. Lexus has let me down. I always thought highly of the Lexus brand that's why we continued to buy them. Now I'm not so sure. I will remember this when buying my next car. CERTIFIED IS NOT WHAT THEY CLAIM!
When buying this vehicle as well as the other Lexus I have, I was told it was completely covered bumper to bumper. I guess Not. Also when we returned to the dealership to pick up our car, we had to run down someone to help us. No one came to us to ask if they could help us. A lot of young employees were in the service advisor's bay. One of them finally addressed us. If it wasn't for this young employee I guess we would still be wondering around looking for our car.
The rear view mirror fell off the windshield on my brand new 2009 RX350, and the Lexus engineer decided it was my fault. They refuse to pay for it and refuse to even tell me how he concluded that I broke off the mirror. They wouldn't give me a report. They kept saying they are not in the business of deciding how it fell off. Only that it is not a "warrantable" repair.... There is absolutely no damage to the windshield from the outside, so I know nothing hit the windshield. It looks like somebody pulled the mirror off the windshield. Part of the windshield is still glued to the back of the mirror. I had to pay my insurance deductible and fix it myself.