Response to Revdex.com Complaint Reference: [redacted] Complaint ID [redacted] Complaint Submitted: May 8, Dear Ms [redacted] ***: It is my pleasure to provide you with additional factual information as requested in your recent communication The records available to this dealership indicate that [redacted] leased the GSon April 30, 2013, from [redacted] Lexus in [redacted] *** The following facts will help you evaluate this matter: December 1, 2014, Mr [redacted] first contacted Lexus Customer Services and complained of a brake squeal concern Mr [redacted] never brought the vehicle to a Lexus dealership for inspection and this was the first complaint with respect to the brake squeal since the initial lease date of April 30, – so that complaint would have been a year and eight months after the vehicle had been put in service March 12, 2015, Mr [redacted] appears at Hendrick Lexus Kansas City North at which time the vehicle had 18,miles on it and he complains of hearing excessive brake squeal The Hendrick Lexus North Service Facility performed Lexus Service Bulletin L-SB-0023-as well as performed additional repair work at its Body Shop for front bumper cover, grill, radiator and new windshield This service work was completed March 24, 2015, and Mr [redacted] was provided with a Lexus loaner vehicle for the entire period of time April 29, 2015, Mr [redacted] brought the vehicle again to Hendrick Lexus Kansas City North and at that time it had mileage of 19, Mr [redacted] *gain stated the brakes were vibrating The rear rotors were resurfaced as a result of the complaint and a test drive confirmed the vibration was gone The front rotors were found to be satisfactory The Service Facility also provided a lubrication, oil change and filter service and Mr [redacted] was provided with a Lexus loaner for this entire service period November 10, 2015, Mr [redacted] returns to Hendrick Lexus Kansas City North and at this time the mileage on the vehicle was 34,miles A Lexus Field Technician Specialist conducted an inspection and test drove the vehicle with Mr [redacted] *nd recommended replacement of the tires due to their condition which was accomplished After the tires were replaced, a Lexus Field Technician Specialist inspected and drove the vehicle on January 7, 2016, and found no problems or defects A Lexus loaner was provided to the customer during this entire service process March 2, 2016, Mr [redacted] brings the vehicle to Hendrick Lexus in Merriam, Kansas, and at that point it had 38,miles on it The complaints were ABS concerns while driving and that the vehicle did not drive the same and had a vibration and the vehicle was pulling when driving Necessary repairs were made by the dealership April 20, 2016, Mr [redacted] returns to Hendrick Lexus in Merriam, Kansas, and at that time the vehicle had approximately 41,miles on it The customer complained that there were vibrations when driving and that they were worse at highway speeds and that there was a pulsation when braking and that the front parking sensors go off on their own A Lexus Customer Satisfaction Manager came to complete the inspection and no codes or defects were found, as everything was in working order and the vehicle was operating properly without fault The dealership provided a Lexus loaner vehicle during this process Mr [redacted] has made repeated demands that Lexus, the manufacturer, repurchase the leased vehicle Mr [redacted] ’s complaints and allegations were the subject of an NCDS Arbitration hearing on February 5, 2016, and the customer’s request for a repurchase was denied Hendrick Lexus at its Merriam, Kansas location believes that it has responded to all of Mr [redacted] ’s complaints and in accordance with Lexus Guidelines has performed such repairs or adjustments as are called for, or the Service Department has determined that, although the customer may have complained of a problem, that the alleged problem area was found to be in working order and that the vehicle was operating properly without fault This dealership has also involved the Lexus Regional Office and Mr [redacted] has been in contact with a Lexus Field Technician Specialist on more than one occasion and the Lexus Customer Satisfaction Manager This dealership cannot speak for Lexus but certainly on behalf of the dealership I can say that we believe we have provided appropriate service and responded to Mr [redacted] ’s complaints and believe that the vehicle is operating properly without fault Should you need any additional information or clarification, please do not hesitate to contact me Respectfully submitted, NK***, General Manager Hendrick Lexus Kansas City
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: Lexus General MGR., Mr [redacted] , needs to follow though with paying to have car steamed cleaned as promisedPayment arrangement with KC Detailing, [redacted] , Owner MGRComplaint has been open over monthsLet's finish up in order to conclude with a satisfactory resolution Regards, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: The parking sensors have acted up which the dealer stated was addressed The pulsing in the steering wheel is still prominenet and was not addressed Nick did meet with me and the service manager as well However, my wife and I do not see any issues have been addressed as the problems still exist in addition to the biggest concern of the ABS system, which the service manager stated they have no way to verify and will not perform any work on unless it acts up again The last time this happened, it put my family in danger pulling the vehicle at highway speeds into a retaining wall To which I've asked, how do we prevent having to have another life threatening instance occur and find the problem The dealer said there wasn't one So our take away is the car is still not working, and the major concern with the ABS not addressed It will take the system acting up (assuming the computer isn't the problem as I did indicate to both Nick and the service manager) or a severe crash as a result of the ABS system activating when it shouldn't for them to diagnose Neither of which are a solution, nor is the dealer/manuf willing to end the lease, but rather ask we buy another car from them Regards, [redacted]
waiting to get an invoice from the company *** selected to do the work, once I receive this then this will be put to restWe are paying and need an invoice to pay
I have tried to respond but was unable"I have spoken and met with Mr *** and Hendrick Lexus along with Lexus and have addressed the concernsTheir will be no additional action taken at this time by Hendrick Lexus"Thank you sorry for typos I'm travelingNick K***General ManagerHendrick
Lexus KC***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:The dealership and the manufacturer maintain the issues have been addressed because they took the car in. The facts are the car came in back to back over a year ago times because the rotors were warping. Each time they resurfaced them and never found the cause or source The dealer finds nothing odd that this kept happening nor could they ever diagnose the issue This pulsing is still occurring by the way. The ABS system has activated at freeway speeds on one occasion in particular where it almost cause the car to collide with a concrete retaining wall and again, they state they need to duplicate the issue which is infrequent In a recorded conversation with the dealer, they stated that their stance was they would have to be able to duplicate it first before they would do anything further, which I did mention the potential for a serious crash and the potential for a fatality happening given the flaw They maintain their stance and even with video proof, they will not accept this They are un willing to replace parts and even acknowledged that the computer showed no issue To which I have asked if the computer could be the problem, which they could not rule this out But again said they weren’t going to do any further replacements So I ask the question, if the computer is the source of the problem and this is also the system they use to diagnose and pull codes from, could it be that there is no way to reliably diagnose the issue if that is the source? The dealer again had the car for moths in November of last year where they forgot they even had the car and corporate never even followed up to ensure the issue was addressed Both parties dropped the ball. Upon receiving the car after Hendrick lost my car keys and drug the matter of getting my car back to me over the course of a full work day, I got it back with a dented rocker panel and found out that they bent the wheel somehow which also ended up taking more visits to repair because they also failed to catch this issue again dismissing it as a wheel out of balance Professional dealerships with the skills and technology this brand and dealer chain claim to have shouldn’t take visits for something this simple And if they are unable to quickly find the issue with a bent rim, is it a surprise they are ill equipped to handle the bigger issues such as the braking system on the car being faulty? Dealers get paid to fix the car, not repeat car visits And because they are not able to fix the vehicle, they are quick to dismiss the issue The parking sensors on the car act up randomly and have a mind of their own The dealer has also claim to have that fixed/unable to duplicate the issue where again my wife showed them documented video proof of the issue The master tech licked his finger and rubbed the front bumper and said that the issue was fixed in front of my wife blaming it on a little bit of dirt. We have shown the video of this and they have said that isn't enough and again, they need to see it for themselves. Video proof and getting out of the car and showing the sensors and the issue happening isn't enough to show cause that an issue exists? This is from the service manager and GM. There is no service or luxury in this by making a customer repeatedly spend their day chasing an issue that the professionals are supposed to and contractually expected to diagnose and properly fix The point here is there are serious safety issues that go unresolved, the dealer/manufacturer ignor video proof, taking this to a board Lexus provided to be unbiased proved to not be, and the solution is to keep telling a cus tomer to trust them when over the history of the vehicle it’s demonstrated time and again there are problems, and the auto group doesn't wish to resolve or acknowledge fault Instead, we find this very frustrating and not out of the ordinary from many other online reviews we have read about Hendrick Reaching out to their corp number and being told we would be called back never yielded one phone call I’m old school for thinking if someone says they will call you back, then it’s reasonable they should When a customer says they are wanting to fix an issue and asking for help, we hope to have interest shown and professionalism extended Not catch the service manager and corporate staff in a back office making light of the situation Embarrassing.Auto groups and manufacturers deserve to be held to the same accountability that a customer is I’m expected to pay my car payment each month and I do on time each month Similarly, the car has a warranty to fix defects, and it is reasonable to expect the dealer and manufacturer to back their product and address the customer’s issues correctly and in a timely manner Instead, this dealer is ignoring the issues they have caused, damage they have done to the vehicle, and been able to explain the repeated visits If I need to supply documentation of the visits, I’m happy to supplement this to validate the issues. Regards,*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: The parking sensors have acted up which the dealer stated was addressed. The pulsing in the steering wheel is still prominenet and was not addressed. Nick did meet with me and the service manager as well. However, my wife and I do not see any issues have been addressed as the problems still exist in addition to the biggest concern of the ABS system, which the service manager stated they have no way to verify and will not perform any work on unless it acts up again. The last time this happened, it put my family in danger pulling the vehicle at highway speeds into a retaining wall. To which I've asked, how do we prevent having to have another life threatening instance occur and find the problem. The dealer said there wasn't one. So our take away is the car is still not working, and the major concern with the ABS not addressed. It will take the system acting up (assuming the computer isn't the problem as I did indicate to both Nick and the service manager) or a severe crash as a result of the ABS system activating when it shouldn't for them to diagnose. Neither of which are a solution, nor is the dealer/manuf willing to end the lease, but rather ask we buy another car from them.
Regards,
[redacted]
Response to Revdex.com Complaint Reference: [redacted] Complaint ID [redacted] Complaint Submitted: May 8, 2016 Dear Ms. [redacted]: It is my pleasure to provide you with additional factual information as requested in your recent communication. The records available to this dealership indicate that [redacted] leased the 2013 GS350 on April 30, 2013, from [redacted] Lexus in [redacted]. The following facts will help you evaluate this matter: 1. December 1, 2014, Mr. [redacted] first contacted Lexus Customer Services and complained of a brake squeal concern. Mr. [redacted] never brought the vehicle to a Lexus dealership for inspection and this was the first complaint with respect to the brake squeal since the initial lease date of April 30, 2013 – so that complaint would have been a year and eight months after the vehicle had been put in service. 2. March 12, 2015, Mr. [redacted] appears at Hendrick Lexus Kansas City North at which time the vehicle had 18,067 miles on it and he complains of hearing excessive brake squeal. The Hendrick Lexus North Service Facility performed Lexus Service Bulletin L-SB-0023-14 as well as performed additional repair work at its Body Shop for front bumper cover, grill, radiator and new windshield. This service work was completed March 24, 2015, and Mr. [redacted] was provided with a Lexus loaner vehicle for the entire period of time. 3. April 29, 2015, Mr. [redacted] brought the vehicle again to Hendrick Lexus Kansas City North and at that time it had mileage of 19,848. Mr. [redacted]gain stated the brakes were vibrating. The rear rotors were resurfaced as a result of the complaint and a test drive confirmed the vibration was gone. The front rotors were found to be satisfactory. The Service Facility also provided a lubrication, oil change and filter service and Mr. [redacted] was provided with a Lexus loaner for this entire service period. 4. November 10, 2015, Mr. [redacted] returns to Hendrick Lexus Kansas City North and at this time the mileage on the vehicle was 34,761 miles. A Lexus Field Technician Specialist conducted an inspection and test drove the vehicle with Mr. [redacted]nd recommended replacement of the tires due to their condition which was accomplished. After the tires were replaced, a Lexus Field Technician Specialist inspected and drove the vehicle on January 7, 2016, and found no problems or defects. A Lexus loaner was provided to the customer during this entire service process. 5. March 2, 2016, Mr. [redacted] brings the vehicle to Hendrick Lexus in Merriam, Kansas, and at that point it had 38,000 miles on it. The complaints were ABS concerns while driving and that the vehicle did not drive the same and had a vibration and the vehicle was pulling when driving. Necessary repairs were made by the dealership. 6. April 20, 2016, Mr. [redacted] returns to Hendrick Lexus in Merriam, Kansas, and at that time the vehicle had approximately 41,000 miles on it. The customer complained that there were vibrations when driving and that they were worse at highway speeds and that there was a pulsation when braking and that the front parking sensors go off on their own. A Lexus Customer Satisfaction Manager came to complete the inspection and no codes or defects were found, as everything was in working order and the vehicle was operating properly without fault. The dealership provided a Lexus loaner vehicle during this process. Mr. [redacted] has made repeated demands that Lexus, the manufacturer, repurchase the leased vehicle. Mr. [redacted]’s complaints and allegations were the subject of an NCDS Arbitration hearing on February 5, 2016, and the customer’s request for a repurchase was denied. Hendrick Lexus at its Merriam, Kansas location believes that it has responded to all of Mr. [redacted]’s complaints and in accordance with Lexus Guidelines has performed such repairs or adjustments as are called for, or the Service Department has determined that, although the customer may have complained of a problem, that the alleged problem area was found to be in working order and that the vehicle was operating properly without fault. This dealership has also involved the Lexus Regional Office and Mr. [redacted] has been in contact with a Lexus Field Technician Specialist on more than one occasion and the Lexus Customer Satisfaction Manager. This dealership cannot speak for Lexus but certainly on behalf of the dealership I can say that we believe we have provided appropriate service and responded to Mr. [redacted]’s complaints and believe that the vehicle is operating properly without fault. Should you need any additional information or clarification, please do not hesitate to contact me. ...⇄ Respectfully submitted, ...⇄ N. K[redacted], General Manager ...⇄ Hendrick Lexus Kansas City
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting...
this response because: Lexus General MGR., Mr. [redacted], needs to follow though with paying to have car steamed cleaned as promised. Payment arrangement with KC Detailing, [redacted], Owner MGR. Complaint has been open over 3 months. Let's finish up in order to conclude with a satisfactory resolution.
Regards,
[redacted]
Response to Revdex.com Complaint Reference: [redacted] Complaint ID [redacted] Complaint Submitted: May 8, Dear Ms [redacted] ***: It is my pleasure to provide you with additional factual information as requested in your recent communication The records available to this dealership indicate that [redacted] leased the GSon April 30, 2013, from [redacted] Lexus in [redacted] *** The following facts will help you evaluate this matter: December 1, 2014, Mr [redacted] first contacted Lexus Customer Services and complained of a brake squeal concern Mr [redacted] never brought the vehicle to a Lexus dealership for inspection and this was the first complaint with respect to the brake squeal since the initial lease date of April 30, – so that complaint would have been a year and eight months after the vehicle had been put in service March 12, 2015, Mr [redacted] appears at Hendrick Lexus Kansas City North at which time the vehicle had 18,miles on it and he complains of hearing excessive brake squeal The Hendrick Lexus North Service Facility performed Lexus Service Bulletin L-SB-0023-as well as performed additional repair work at its Body Shop for front bumper cover, grill, radiator and new windshield This service work was completed March 24, 2015, and Mr [redacted] was provided with a Lexus loaner vehicle for the entire period of time April 29, 2015, Mr [redacted] brought the vehicle again to Hendrick Lexus Kansas City North and at that time it had mileage of 19, Mr [redacted] *gain stated the brakes were vibrating The rear rotors were resurfaced as a result of the complaint and a test drive confirmed the vibration was gone The front rotors were found to be satisfactory The Service Facility also provided a lubrication, oil change and filter service and Mr [redacted] was provided with a Lexus loaner for this entire service period November 10, 2015, Mr [redacted] returns to Hendrick Lexus Kansas City North and at this time the mileage on the vehicle was 34,miles A Lexus Field Technician Specialist conducted an inspection and test drove the vehicle with Mr [redacted] *nd recommended replacement of the tires due to their condition which was accomplished After the tires were replaced, a Lexus Field Technician Specialist inspected and drove the vehicle on January 7, 2016, and found no problems or defects A Lexus loaner was provided to the customer during this entire service process March 2, 2016, Mr [redacted] brings the vehicle to Hendrick Lexus in Merriam, Kansas, and at that point it had 38,miles on it The complaints were ABS concerns while driving and that the vehicle did not drive the same and had a vibration and the vehicle was pulling when driving Necessary repairs were made by the dealership April 20, 2016, Mr [redacted] returns to Hendrick Lexus in Merriam, Kansas, and at that time the vehicle had approximately 41,miles on it The customer complained that there were vibrations when driving and that they were worse at highway speeds and that there was a pulsation when braking and that the front parking sensors go off on their own A Lexus Customer Satisfaction Manager came to complete the inspection and no codes or defects were found, as everything was in working order and the vehicle was operating properly without fault The dealership provided a Lexus loaner vehicle during this process Mr [redacted] has made repeated demands that Lexus, the manufacturer, repurchase the leased vehicle Mr [redacted] ’s complaints and allegations were the subject of an NCDS Arbitration hearing on February 5, 2016, and the customer’s request for a repurchase was denied Hendrick Lexus at its Merriam, Kansas location believes that it has responded to all of Mr [redacted] ’s complaints and in accordance with Lexus Guidelines has performed such repairs or adjustments as are called for, or the Service Department has determined that, although the customer may have complained of a problem, that the alleged problem area was found to be in working order and that the vehicle was operating properly without fault This dealership has also involved the Lexus Regional Office and Mr [redacted] has been in contact with a Lexus Field Technician Specialist on more than one occasion and the Lexus Customer Satisfaction Manager This dealership cannot speak for Lexus but certainly on behalf of the dealership I can say that we believe we have provided appropriate service and responded to Mr [redacted] ’s complaints and believe that the vehicle is operating properly without fault Should you need any additional information or clarification, please do not hesitate to contact me Respectfully submitted, NK***, General Manager Hendrick Lexus Kansas City
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: Lexus General MGR., Mr [redacted] , needs to follow though with paying to have car steamed cleaned as promisedPayment arrangement with KC Detailing, [redacted] , Owner MGRComplaint has been open over monthsLet's finish up in order to conclude with a satisfactory resolution Regards, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: The parking sensors have acted up which the dealer stated was addressed The pulsing in the steering wheel is still prominenet and was not addressed Nick did meet with me and the service manager as well However, my wife and I do not see any issues have been addressed as the problems still exist in addition to the biggest concern of the ABS system, which the service manager stated they have no way to verify and will not perform any work on unless it acts up again The last time this happened, it put my family in danger pulling the vehicle at highway speeds into a retaining wall To which I've asked, how do we prevent having to have another life threatening instance occur and find the problem The dealer said there wasn't one So our take away is the car is still not working, and the major concern with the ABS not addressed It will take the system acting up (assuming the computer isn't the problem as I did indicate to both Nick and the service manager) or a severe crash as a result of the ABS system activating when it shouldn't for them to diagnose Neither of which are a solution, nor is the dealer/manuf willing to end the lease, but rather ask we buy another car from them Regards, [redacted]
waiting to get an invoice from the company *** selected to do the work, once I receive this then this will be put to restWe are paying and need an invoice to pay
I have tried to respond but was unable"I have spoken and met with Mr *** and Hendrick Lexus along with Lexus and have addressed the concernsTheir will be no additional action taken at this time by Hendrick Lexus"Thank you sorry for typos I'm travelingNick K***General ManagerHendrick
Lexus KC***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:The dealership and the manufacturer maintain the issues have been addressed because they took the car in. The facts are the car came in back to back over a year ago times because the rotors were warping. Each time they resurfaced them and never found the cause or source The dealer finds nothing odd that this kept happening nor could they ever diagnose the issue This pulsing is still occurring by the way. The ABS system has activated at freeway speeds on one occasion in particular where it almost cause the car to collide with a concrete retaining wall and again, they state they need to duplicate the issue which is infrequent In a recorded conversation with the dealer, they stated that their stance was they would have to be able to duplicate it first before they would do anything further, which I did mention the potential for a serious crash and the potential for a fatality happening given the flaw They maintain their stance and even with video proof, they will not accept this They are un willing to replace parts and even acknowledged that the computer showed no issue To which I have asked if the computer could be the problem, which they could not rule this out But again said they weren’t going to do any further replacements So I ask the question, if the computer is the source of the problem and this is also the system they use to diagnose and pull codes from, could it be that there is no way to reliably diagnose the issue if that is the source? The dealer again had the car for moths in November of last year where they forgot they even had the car and corporate never even followed up to ensure the issue was addressed Both parties dropped the ball. Upon receiving the car after Hendrick lost my car keys and drug the matter of getting my car back to me over the course of a full work day, I got it back with a dented rocker panel and found out that they bent the wheel somehow which also ended up taking more visits to repair because they also failed to catch this issue again dismissing it as a wheel out of balance Professional dealerships with the skills and technology this brand and dealer chain claim to have shouldn’t take visits for something this simple And if they are unable to quickly find the issue with a bent rim, is it a surprise they are ill equipped to handle the bigger issues such as the braking system on the car being faulty? Dealers get paid to fix the car, not repeat car visits And because they are not able to fix the vehicle, they are quick to dismiss the issue The parking sensors on the car act up randomly and have a mind of their own The dealer has also claim to have that fixed/unable to duplicate the issue where again my wife showed them documented video proof of the issue The master tech licked his finger and rubbed the front bumper and said that the issue was fixed in front of my wife blaming it on a little bit of dirt. We have shown the video of this and they have said that isn't enough and again, they need to see it for themselves. Video proof and getting out of the car and showing the sensors and the issue happening isn't enough to show cause that an issue exists? This is from the service manager and GM. There is no service or luxury in this by making a customer repeatedly spend their day chasing an issue that the professionals are supposed to and contractually expected to diagnose and properly fix The point here is there are serious safety issues that go unresolved, the dealer/manufacturer ignor video proof, taking this to a board Lexus provided to be unbiased proved to not be, and the solution is to keep telling a cus tomer to trust them when over the history of the vehicle it’s demonstrated time and again there are problems, and the auto group doesn't wish to resolve or acknowledge fault Instead, we find this very frustrating and not out of the ordinary from many other online reviews we have read about Hendrick Reaching out to their corp number and being told we would be called back never yielded one phone call I’m old school for thinking if someone says they will call you back, then it’s reasonable they should When a customer says they are wanting to fix an issue and asking for help, we hope to have interest shown and professionalism extended Not catch the service manager and corporate staff in a back office making light of the situation Embarrassing.Auto groups and manufacturers deserve to be held to the same accountability that a customer is I’m expected to pay my car payment each month and I do on time each month Similarly, the car has a warranty to fix defects, and it is reasonable to expect the dealer and manufacturer to back their product and address the customer’s issues correctly and in a timely manner Instead, this dealer is ignoring the issues they have caused, damage they have done to the vehicle, and been able to explain the repeated visits If I need to supply documentation of the visits, I’m happy to supplement this to validate the issues. Regards,*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: The parking sensors have acted up which the dealer stated was addressed. The pulsing in the steering wheel is still prominenet and was not addressed. Nick did meet with me and the service manager as well. However, my wife and I do not see any issues have been addressed as the problems still exist in addition to the biggest concern of the ABS system, which the service manager stated they have no way to verify and will not perform any work on unless it acts up again. The last time this happened, it put my family in danger pulling the vehicle at highway speeds into a retaining wall. To which I've asked, how do we prevent having to have another life threatening instance occur and find the problem. The dealer said there wasn't one. So our take away is the car is still not working, and the major concern with the ABS not addressed. It will take the system acting up (assuming the computer isn't the problem as I did indicate to both Nick and the service manager) or a severe crash as a result of the ABS system activating when it shouldn't for them to diagnose. Neither of which are a solution, nor is the dealer/manuf willing to end the lease, but rather ask we buy another car from them.
Regards,
[redacted]
Response to Revdex.com Complaint Reference: [redacted] Complaint ID [redacted] Complaint Submitted: May 8, 2016 Dear Ms. [redacted]: It is my pleasure to provide you with additional factual information as requested in your recent communication. The records available to this dealership indicate that [redacted] leased the 2013 GS350 on April 30, 2013, from [redacted] Lexus in [redacted]. The following facts will help you evaluate this matter: 1. December 1, 2014, Mr. [redacted] first contacted Lexus Customer Services and complained of a brake squeal concern. Mr. [redacted] never brought the vehicle to a Lexus dealership for inspection and this was the first complaint with respect to the brake squeal since the initial lease date of April 30, 2013 – so that complaint would have been a year and eight months after the vehicle had been put in service. 2. March 12, 2015, Mr. [redacted] appears at Hendrick Lexus Kansas City North at which time the vehicle had 18,067 miles on it and he complains of hearing excessive brake squeal. The Hendrick Lexus North Service Facility performed Lexus Service Bulletin L-SB-0023-14 as well as performed additional repair work at its Body Shop for front bumper cover, grill, radiator and new windshield. This service work was completed March 24, 2015, and Mr. [redacted] was provided with a Lexus loaner vehicle for the entire period of time. 3. April 29, 2015, Mr. [redacted] brought the vehicle again to Hendrick Lexus Kansas City North and at that time it had mileage of 19,848. Mr. [redacted]gain stated the brakes were vibrating. The rear rotors were resurfaced as a result of the complaint and a test drive confirmed the vibration was gone. The front rotors were found to be satisfactory. The Service Facility also provided a lubrication, oil change and filter service and Mr. [redacted] was provided with a Lexus loaner for this entire service period. 4. November 10, 2015, Mr. [redacted] returns to Hendrick Lexus Kansas City North and at this time the mileage on the vehicle was 34,761 miles. A Lexus Field Technician Specialist conducted an inspection and test drove the vehicle with Mr. [redacted]nd recommended replacement of the tires due to their condition which was accomplished. After the tires were replaced, a Lexus Field Technician Specialist inspected and drove the vehicle on January 7, 2016, and found no problems or defects. A Lexus loaner was provided to the customer during this entire service process. 5. March 2, 2016, Mr. [redacted] brings the vehicle to Hendrick Lexus in Merriam, Kansas, and at that point it had 38,000 miles on it. The complaints were ABS concerns while driving and that the vehicle did not drive the same and had a vibration and the vehicle was pulling when driving. Necessary repairs were made by the dealership. 6. April 20, 2016, Mr. [redacted] returns to Hendrick Lexus in Merriam, Kansas, and at that time the vehicle had approximately 41,000 miles on it. The customer complained that there were vibrations when driving and that they were worse at highway speeds and that there was a pulsation when braking and that the front parking sensors go off on their own. A Lexus Customer Satisfaction Manager came to complete the inspection and no codes or defects were found, as everything was in working order and the vehicle was operating properly without fault. The dealership provided a Lexus loaner vehicle during this process. Mr. [redacted] has made repeated demands that Lexus, the manufacturer, repurchase the leased vehicle. Mr. [redacted]’s complaints and allegations were the subject of an NCDS Arbitration hearing on February 5, 2016, and the customer’s request for a repurchase was denied. Hendrick Lexus at its Merriam, Kansas location believes that it has responded to all of Mr. [redacted]’s complaints and in accordance with Lexus Guidelines has performed such repairs or adjustments as are called for, or the Service Department has determined that, although the customer may have complained of a problem, that the alleged problem area was found to be in working order and that the vehicle was operating properly without fault. This dealership has also involved the Lexus Regional Office and Mr. [redacted] has been in contact with a Lexus Field Technician Specialist on more than one occasion and the Lexus Customer Satisfaction Manager. This dealership cannot speak for Lexus but certainly on behalf of the dealership I can say that we believe we have provided appropriate service and responded to Mr. [redacted]’s complaints and believe that the vehicle is operating properly without fault. Should you need any additional information or clarification, please do not hesitate to contact me. ...⇄ Respectfully submitted, ...⇄ N. K[redacted], General Manager ...⇄ Hendrick Lexus Kansas City
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting...
this response because: Lexus General MGR., Mr. [redacted], needs to follow though with paying to have car steamed cleaned as promised. Payment arrangement with KC Detailing, [redacted], Owner MGR. Complaint has been open over 3 months. Let's finish up in order to conclude with a satisfactory resolution.
Regards,
[redacted]
The dealership is in the process of trying to solve this issue