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.
VACAVILLE, CALIFORNIA -- Purchased a used 2002 Lexus RX about 3 years ago. Have done all required oil changes at a local oil change shop and all required maintenance at a certified Lexus dealership. At only 92K miles as of 12/2008 I have experienced transmission failure. By the time repairs are done I would have spent nearly $6000.00 in LESS than 3 years of ownership of this Lexus. I think Lexus needs to recall these vehicles and should be stripped of their so call "high quality vehicles" that they CLAIM they make. Who are they kidding?
I will NEVER buy another Lexus AGAIN. Apparently lots of people have been complaining of some sort of transmission problem w/ their Lexus SUV at less than 100K miles. Does anyone know if there is a way for LEXUS to recall these vehicles??
HOUSTON, TEXAS -- This warning light keeps coming on and Northside Lexus in Houston TX does not appear to be able to fix it after 3 tries. I wrote to the Lexus home office and they acknowledged receipt of my complaint, but that is all I have heard. After 8 days, no solution offered. In the meantime, we are forced to drive the vehicle with the low tire pressure warning light on all the time. This is certainly not the type of customer service I expected from Lexus. They are doing a fine imitation of GM and Ford. No more Lexus for me.
MANCHESTER, NEW HAMPSHIRE -- I am also having problems with the Lexus AFS headlights. When driving on hilly roads at night, there appears to be a black curtain that comes down and you cannot see in front of you! It is definitely a safety issue. I am dealing with Lexus now but am being told it is the nature of the self adjusting headlamps. I can't believe that this is acceptable. It must be some kind of design flaw. If I had driven this car at night, I would not have bought it.
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.
I am filing this complaint regard the unethical practice of Lexus of Rockville Centre. With a good will, I spent $42,000 to purchase a pre-owned Lexus LS430 in September. I made a request to a locally well-known locksmith to make a copy of my car key as a spare one. The locksmith wasted about 2 hours trying to duplicate the key, but he did not succeed. In the end, I was told that Lexus dealership intentionally blocked the car ignition computer and it has made this car key duplication impossible. This kind of action is against Fair Trade Act law. I was surprised that this actually happened in Lexus dealership. No other car manufacture would do this kind of cheap trick.
Regard the car key matter, I called the dealership and tried to find a solution for it. At the time, my phone call was transferred to a chief of the parts department. He told me that it was Lexus headquarter's decision and he can do nothing about it. Again, my phone call was transferred to a Lexus company manager's office where no one answered my phone call, so I left a message. I am expecting a call from the manager every day and he has never bothered to call me back.
With the whole affair, I have experienced a “moment of the truth” which totally destroyed my previous good image towards Lexus. Until today my problem is still remained unsolved. I am waiting for the replies from the companies or I will have my attorney to initiate a legal action.
LYNNWOOD, WASHINGTON -- I currently own a 2001 Lexus IS300 Sedan that I purchased in November 19th of 2000. Since then, I have noticed my transmission shifting roughly. It only happen at time and only between the 1st and 2nd gear. It seem as the computer in the vehicle could not decide to shift from the 1st to 2nd gear, and when it decides to do so, it will be a hard drop to the 2nd gear creating a load thump noise. And again, this only happen at time and not all the time. I have checked my vehicle into Lexus of Seattle in Lynnwood, WA about the concern that I have. The service advisor could not find any problem nor able to fix the problem.
With our recent discussion over the phone, they had ask me to set up a time with the technician for a test drive. Just recently, I read an article from Road & Track for December 2001 on page 122 by Jim Hall who does the Long-Term Test with a 2001 Lexus IS300, and he had encountered that very same problem. In the article, Chick Orr from Desert Lexus in Cathedral City, CA was mentioned because he was one who teamed up with Tony Schreiber, the webmaster for www.IS300.net for IS300 owner forum. The article mentioned that this is a problem that could easily be fixed by replacing or reprogramming the ECU computer and would take about an hour.
Well, with all the information I have provided you, please let me know what the solution is for the abrupt shifts with the transmission. For $35,000, I would expect as best out of the vehicle as possible, but this is frustrating. Please respond ASAP. Thank you. An answer! Thank you for taking the time to read this.