Lexus Kearny Mesa

Mr [redacted] came in to our used car department last Wedneday, March and spoke with General Sales Manager [redacted] *** Mr [redacted] has not been in to our dealership or service ddepartment since he bought the vehicle in This vehicle was sold as an "as is" vehicle with no warranty and still has a clean Carfax Mr [redacted] told Mr [redacted] that his trunk had worked until recently and Mr [redacted] did offer to have our service department take a look at his concerns Mr [redacted] did not bring his vehicle in to our service departmenet nor has he ever serviced his vehicle with Lexus San Diego There is an open recall on this vehicle so we will be contacting Mr [redacted] to bring it in to our service department for that concern

Please see response from Service Manager, *** *** below. Also see attached invoices
Mr***’s vehicle was brought in for inspection on March 24th, for inspection and safety recall. I initially was given the customers information by our General Sales Manager *** ***. He advised me that he had spoken with a customer that purchased a GSin late and that their trunk had recently stopped working. At this time I pulled up the vehicle information, I noticed the vehicle had an important outstanding safety recall, as the vehicle had not been inspected at a Lexus dealer since prior to its sale in December of 2012. I proceeded to contact Mr*** and schedule an inspection of his vehicle and to complete his outstanding safety recall. In our discussion, he noted that the trunk had recently stopped working and several independent repair facilities noted that the vehicle may have body damage. During our initial conversation, Mr*** was promised a complimentary inspection of his trunk, completion of safety recall, and inspection of rear bumper as he noted the paint was peeling.
Initial inspection of the vehicle clearly noted there was visible physical damage to the rear of the vehicle, in specific the rear bumper had very poor fitment and appeared to be broken on the left rear corner. Lexus San Diego’s shop foreman inspected the customer’s concern for trunk not working. Diagnostic check found no pending codes, however, further inspection found the trunk latch was not activated. Our foreman activated the latch by disconnecting/reconnecting the vehicles battery and the trunk operation was corrected. Post inspection of trunk found the trunk lid was out of adjustment. At this time the vehicle was sent for professional inspection at Penske Collision Center, please see attached documents. Their inspection found moderate damage to left rear frame rail, impact/paint damage to trunk lid itself, and the clear physical damage to rear bumper. Pictures of damage were taken by the collision center. Furthermore, they advised the damage was free of surface rust and that damage may be fairly new
The sales department provided copies of Car fax reports, there were no reported accidents or repairs on the vehicle history. At this time I reviewed the results with Mr***. I explained that we had made his trunk operable again, paid for professional estimate at collision center, and completed his safety recall. He was then referred to our sales management team to discuss his request for new vehicle
Please let me know if you have any additional questions? I have reached out to *** *** at the collision center requesting pictures, she has not responded yet
Regards,
*** ***
Kearny Mesa Road
San Diego, CA
PENSKE Automotive
Service Manager
Office: ###-###-####
***@penskeautomotive.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Sarah,
 
Thank you for your response. Unfortunately, I won't be able to accept the offer for the reasons below. I appreicate your further investigations.
 
As Mr. [redacted]'s e-mail stated, they did run the inspection to investigate my car's body damage. The result indicates that there was a body damage to this car. He mentioned that report shows that this damage is "fairly new" which he implies that this damage was caused by me. However, there is no report showing exactly when this was done. I have attached the letter from my car insurance company, Farmers to show that there is no accident report claimed on this car. If this damage is significant enough and if it did indeed happen during my ownership, I would have reported to my car insurance otherwise the cost to myself would be significant.
I also obtained the service report from Lexus to invesigate the service history prior to my purchase. I believe there was one owner on this car prior to my purchase and it was on  a lease and the lease started on June 11, 2009. As you can see on the report, this individual kept good maintenance schedule by bringing the vehicle into Lexus for service. However, after Feb 25, 2010, all the sudden the service has stopped until he/she decided to return to Lexus. After Lexus received thie vehicle on Nov 11, 2012, there was a major maintenance "Non warrantiable operation code". Then the car was put out for sale, and I purchase it Dec 2012. Althrough there is no evidence, I would assume that there was some major accident happened after Feb 2010 which was not reported to Lexus.
I understand that you have contacted Mr. [redacted] from Customer Service. I do thank him for his time and his effort to fix the trunk, he did what he said he did in his e-mail. My compliant is against Lexus used car sales dept. They sold the car with major damage and they didn't dislose this. Can you please contact Kearny Lexus Used Car Sales dept? I don't think there is anything Lexus Customer Service can do at this point.
On the different note... I think there is one thing Lexus Customer Service can do..... my trunk stopped working again....They claimed they just fixed less than a month ago. Regardless of car damage history, this is completely unacceptable.
My request remains the same for Kearny Lexus Used Car Sales to accept a return of the vehicle provide me Full Restitution including tax and license.  
 
Thank you so much for your time on taking care of this. Please continue investigating, focusing on Kearny Lexus Used Car Sales. If you have any question, please contact me.
 
Best regards,
 
Regards,
[redacted]

Mr. [redacted] came in to our used car department last Wedneday, March 12 and spoke with General Sales Manager [redacted].  Mr. [redacted] has not been in to our dealership or service ddepartment since he bought the vehicle in 2012.  This vehicle was sold as an "as is" vehicle with no warranty and...

still has a clean Carfax.  Mr. [redacted] told Mr. [redacted] that his trunk had worked until recently and Mr. [redacted] did offer to have our service department take a look at his concerns.  Mr. [redacted] did not bring his vehicle in to our service departmenet nor has he ever serviced his vehicle with Lexus San Diego.  There is an open recall on this vehicle so we will be contacting Mr. [redacted] to bring it in to our service department for that concern.

Good Afternoon,
 
font-family: arial, sans-serif;">We received a complaint by Miss [redacted] from January 2016 stating that we owed her a refund for services unperformed. We have since refunded this guest in full, and the check in the amount of $140 has since been cashed. The ID # for the complaint is [redacted].
Feel free to reach out to me if you need any further comments or have any questions.
 
Thank you!
 
[redacted]
Administrative Operations Manager and
Executive Assistant
Lexus San Diego
[redacted]

Re: Revdex.com Complaint Case #[redacted]
On December 15th,2012 Ipurchased a pre-owned 2009 lexus GS 350 VIN#[redacted] from  lexus of 
San Diego.This vehicle was purchased for $26,216 total including tax and license. This entire  
amount was paid in full at the time  of purchase.
I am disappointed because at the time of purchase the dealer failed to disclose the true accident 
history ofthe vehicle.   Due to this I am having new and continued problems with this
. vehicle.  On March  23rd 2013, I paid Discount Tires $368 to replace both front tires. On July 
6th,
2013, Ipaid Auto Glass of San Diego $246 dollars to repair front windshield. On August 8th,I paid 
Re Nu Auto body $450 dollars to repaint  the front bumper as it was easily peeling off. On 
September 20th,Ipaid Elite Service Center $174 to repair the malfunctioning trunk. As of December 
2013 the trunk and the 12 V Power Plug and Auxiliary port  within the center console stopped  
working. On March 12th the vehicle was again evaluated  at Efite S rvice Center for repair of the 
trunk and both console ports.  The report from Elite Service Center stated "Trunk not working due 
to Bumper Damage. Recommend Customer take back to Dealer". On March
12th the vehicle was brought to Lexus of San Diego to evaluate Trunk Damage and both malfunctioning 
console ports. The presence of vehicle damage was confirmed at this time. At this point  I was 
given an estimate of approximately $1,400 (I apologize as I have misplaced the original estimate) 
this was reported as the amount to the best of my knowledge needed to get the trunk working again. 
On March 24th prior to bringing in the vehicle to Lexus of San Diego the vehicle was taken to Re Nu 
Auto body for owner's  professional opinion as he had previously worked on the vehicle. At this 
point I was shown an area of frame damage in the rear of the vehicle. On March  31st I was notified 
by Lexus of San Diego there  was not only damage to the frame near the rear bumper,additionally 
there is damage to the frame near the driver's side. Upon pick-up I was notified the trunk  was now 
functioning properly something had just become unplugged. In addition to the body and frame damage 
currently the paint on the rear bumper is starting to peel similar to the paint I replaced on the 
front  of the vehicle in August of 2012. Both console ports are still nonfunctioning; the vehicle 
continues to report tire pressure problems and the replaced tires will lose air for some unknown reason.
This vehicle has been in my sole possession since the purchase date of December 15th 2012.
This vehicle has not sustained any damage or been in any accidents during the entire  time it has
been in my possession. Had I known or been made aware of the condition of this vehicle I
would never have purchased it. I do not feel that this vehicle is safe for my family or me.
To resolve this problem, I would appreciate a full reimbursement including tax and license for
the vehicle purchased at San Diego Lexus. Also I would like to request Incidentals for the money
paid in association with this vehicle. For any reason this cannot be accomplished, I would like
the option of an exchange for another vehicle free from additional cost.
I truly appreciate your help with bringing this matter to some form of resolution. If you have
any questions please contact me via email or phone.
Sincerely,
[redacted]

Review: On 04FEB2013 I brought my 2009 Lexus IS 250 to Lexus San Diego located in Kearny Mesa for a 60K Mile Service at or around 0700, which cost me a total of $1250.56. The service was done the same day and I came back to pick up my vehicle later that afternoon at 1515 (3:15pm). As usual before I leave the service center I like to inspect my vehicle for any damages and at which time I did. As I walked around the outside of my vehicle I noticed a paint chip to my right front bumper located on top near the headlight, a paint chip located in the rear left wheel well fender and a paint chip on the lip of the driver side door. At this point I asked the gentleman who delivered my vehicle to me to have [redacted], who is my Service Advisor to come out and look at the damages. While I waited I re-parked my vehicle because it was blocking a 2-way drive way and when I got into my vehicle I noticed a scratch on my front passenger side leather seat located on the back rest. At this point [redacted] was already standing outside and I showed him all the damages that I found. He told me not to worry and that they will do all they can to fix the damages. He advised me to have the Service Manager take a look at the vehicle and see what they can do for me. He then called the Service Manager, [redacted], and they both came out and assessed the damages. [redacted] made a comment that he didn't believe that the chipped paint came from them servicing the vehicle, but regardless he would take ownership and fix the damages. He also offered to repaint the whole front bumper for me since he noticed that it had quite a few nicks due to rocks hitting the front bumper. He also agreed to fix all the other damages mentioned above at no cost. He then advised me to leave the vehicle so that they can start on fixing the damages, which I agreed to and they gave me a loaner vehicle for the meantime.

Sometime the following week, I do not remember exact date and unfortunately I since discarded my receipt/invoice, I received a phone call from my Service Advisor, [redacted], that my vehicle was ready for pick up. I told him that due to my work schedule I wouldn't be able to pick up my vehicle until the following day. He agreed to holding my vehicle and would see me the next day. The next day I came in to pick up my vehicle and upon delivery everything looked great from afar. I was met by [redacted] and we walked around the vehicle looking at the areas that were damaged. With the exception of the front bumper the other two areas that were damaged were repaired by touch up paint and the front bumper was completely re-painted. The scratch on the leather seat was repaired and was hardly noticeable, but the inside of the vehicle was so dirty and dusty and it was apparent that it came from the body shop. [redacted] agreed to have the inside cleaned before I went home. I was satisfied at that point and took possession of my vehicle and drove home.

Upon arriving home, I just so happened to look down on the floor of my back right passenger seat and noticed a broken red reflector (broke in half) that could have only come from the back bumper. I immediately compared the broken reflector to the one located on the lower back bumper and it was exactly the same, but there was one there. I then took a closer look at the back bumper and noticed that the whole back bumper was also re-painted and how I found out was there was over-spray located in the undercarriage of the vehicle where the bumper is secured to the vehicle and also I have the clear bumper applique with logo to protect my bumper from scratches and that was painted with clear coat which then defeats the purpose of the bumper applique. I then decided to thoroughly walk around the vehicle and when I came to the front of my vehicle what I saw was really upsetting. My front license plate and holder was hanging very loosely on one screw and wasn't even the screws I originally had on there and the whole bottom of the front bumper where it would be secured by 6 screws/bolts to the vehicle was missing and the plastic cover/splash protector was hanging very loosely. I luckily made it home safely without anything falling off the freeway. I immediately called Lexus and spoke to [redacted] and let him know what happened and what I found. I asked him if he was aware of any damage to my rear bumper and he informed that either him or [redacted] was not aware of any damages to my rear bumper and that only the front bumper was worked on. He apologized and asked me to bring my vehicle back so that he can look at it. I brought the vehicle back the next day with the broken reflector and reaming license plate screw (which was determined to be the wrong size screws) that I took off my front license plate holder. [redacted] met me outside and took a look at both front and back bumpers and agreed to my findings and apologized and said he would get to the bottom if the issue and again fix the issues. I then had to leave my vehicle there for repairs.

After a few days, I do not know exact dates, I was told that my vehicle was ready for pick up. I believe I was able to come the same day. I was then again met by [redacted] and inspected the areas in question. Everything look fine with the exception of the clear bumper applique that they had painted over. The issue with that was it seemed like they cut the area out and replaced it instead of redoing the whole bumper. I brought that to Justin's attention and he said that it was replaced with a new one. At that point I didn't argue because I felt my self loosing control and getting very angry and I left taking the vehicle home as is.

It is now been 10 months since that whole ordeal and I have since noticed some kind of cracking or wavy lines developing in the paint of my front bumper located on the top right side in front of my headlights. I once again called Lexus on 02DEC2013 and spoke to the Service Manager, [redacted]. Fortunately he remembers who I was and the issues I had. He told me to bring my vehicle in and he will stay committed to fixing any issues stemming from my original complaint. He also let me know that since my last issue and because of my issue they were forced to end their contract with the body shop they had back then and have a new contract with a different one, so he assured me that they would take care of my issue the right way this time. I called [redacted] on 04DEC2013 and left him a message letting him know that due to me moving to a different area about 45 minutes away and due to my work schedule I was not going to be able to bring in my vehicle in until Saturday. I did not receive a phone call back and I had to call him again on 06DEC2013 in which I was able to speak to him and he assured me that I would be taken care of on Saturday and that the Advisor working that day will know my issue and will take care of me.

On 07DEC2013 I was able to bring in my vehicle, unfortunately is was Saturday and neither [redacted] or [redacted] was not there and a different Service Advisor assisted me. The only Service Advisor working that day didn't even know I was coming or I didn't even have an appointment in the system, which [redacted] had promised me that I would and that I would be taken care of and also put me into a brand new IS250 as a loaner. All that didn't happen and as I was trying to explain my situation the Advisor it seemed like he didn't even care and I was just wasting his time and made me very upset. I was able to leave my car and they put me into a loaner car ES350 that was very dirty inside and out, very unacceptable, the lady who I have dealt with numerous time in the loaner department was very rude and always have been.

On 17DEC2013, I was able to pick up my vehicle and unfortunately it was raining so I couldn't really inspect my vehicle the way I would have wanted to. Neither [redacted] or [redacted] came out this time to possibly inspect the vehicle and I did what I can in the rain. I took the vehicle home and not until 2 days later when it wasn't dark and gloomy outside I was able to inspect my vehicle under the sun and sure enough the area I complained about where there is either cracking or some wavy lines in the paint is still there. it seems like they just sanded the clear coat and that was that.

I gave myself a few days to think about my next course of action and waited until after Christmas. Today 26DEC2013 at 0840, I had attempted to call Lexus and speak to [redacted] the Service Manager, but like always I was only able to leave a message. I informed him in the message that I will be filing a formal complaint with Revdex.com. It is now 1252 the same day and I have decided to proceed with filing this complaint.

I have spent numerous and unnecessary time off work, away from my family and not to mention gas mileage and money bringing in my vehicle to Lexus of San Diego to try and fix the problem they have caused. I brought in my vehicle with it's original paint and in excellent condition and now I have a vehicle that has been about 50% repainted and is still not fixed. I think that I have been very patient throughout this whole issue and [redacted] knows this. I have kept my composure in front of him and other customers to not ruin their reputation of good service, but I have to draw the line here. I need this issue fixed once and for all and I would prefer another Lexus Dealer handle my case and repairs. There is allot of details I have left out and I know this might not paint a clear picture of what happened, but this is the best I can do and I know Lexus has my service history to back this complaint.Desired Settlement: I prefer not to deal with the same Lexus because it's been proven they can't get the job done right the first, second and third time. I need my vehicle fixed to what it was originally and although I know they can't do that without giving me a brand new car which is impossible, all I want is this issue to be resolved once and for all. I want accountability for those who are not taking their job seriously. I want them to take care of the vehicle they service and treat it like it is their own. These vehicles are not cheap and I take allot of time and pride to keep my vehicle in excellent and mint condition and I expect nothing less from them. Maybe it's just me serving in the Military for over 17 years now, my attention to detail, accountability and most of all Honor, Courage and Commitment that I expect a little more, but whatever job or business you are in you have to take ownership and pride and I expect nothing less form Lexus.

Business

Response:

Our Service Director, [redacted] will reach out to Mr. [redacted] to give him some options to help get his repair issues resolved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The Service Director, [redacted], contacted me today and offered me to take my vehicle in to a closer Paint and Body Shop ([redacted] Collision). I am awaiting further details and instruction from the Service Manager, [redacted], in regards to the point of contact, date and time I will be dropping off my vehicle. He has also offered to bring a loaner vehicle to me as well. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On December 12, 2012 I purchased a 2009 Lexus GS350. Considering the vehicle did have high Miles at the time 79,749 the Vehicle was purchased as is No Warranty. At the time of the purchase on the disclosures I was informed the vehicle had never been in an accident. I was comfortable with this as I had purchased a 2009 Lexus GS-350 and 2007 GS350 within the previous year. Both of which I am/was thouroughly satisfied with. Upon purchase I had notice that there was a panel on the rear drivers side that was sticking out. I paid little mind I just thought maybe a screw was missing. Within weeks of the purchase I began to notice that the paint on the front of the car had began stripping away. This concerned me because this was not typical of Lexus paint and was not consistent with the rest of the vehicle. Approx 5-6 Months later due to more of the this paint stripping away I took the vehicle to Re-Nu Autobody to have the front Bumper repainted. (Which I can furnish a receipt) While I was at the Auto body repair shop the owner notified me that upon inspection the believes the vehicle was involved in a previous accident and work had been done to the front and rear of the vehicle. The paint in the back of the vehicle which I did not get repaired was also simular the the paint which I replaced in the front of the vehicle. Currenlty due to this accident I am having problems with my trunk not closing, and possibly my Aux connection which in not currenlty working. I took my car in to Elite Lexus to have the trunk and Aux port repaired at which time I was notified that there was internal frame damage. At this point Elite Lexus suggested I should take the vehicle back Lexus Dealer where the vehicle was purchased. So, Afterward I brought the vehicle to Lexus of San Diego and Spoke with the Manager. I was notified that there was nothing they can do that I possible was "Hit and Run". Which is not possible as I have absolutley no scratches and no signs of vehicle damage.Desired Settlement: I would like for Lexus of San Diego to do one of two things. To inspect and fix all body work and ensure that it is up to Lexus Standards. Or to replace the vehicle with a comparable Lexus free of any additional Charge. As I am strongly assured that I was in fact sold a vehicle that was involved in a previous accident. As I am concerned that this may effect further performance or re-sale value.

Business

Response:

Mr. [redacted] came in to our used car department last Wedneday, March 12 and spoke with General Sales Manager [redacted]. Mr. [redacted] has not been in to our dealership or service ddepartment since he bought the vehicle in 2012. This vehicle was sold as an "as is" vehicle with no warranty and still has a clean Carfax. Mr. [redacted] told Mr. [redacted] that his trunk had worked until recently and Mr. [redacted] did offer to have our service department take a look at his concerns. Mr. [redacted] did not bring his vehicle in to our service departmenet nor has he ever serviced his vehicle with Lexus San Diego. There is an open recall on this vehicle so we will be contacting Mr. [redacted] to bring it in to our service department for that concern.

Consumer

Response:

Re: Revdex.com Complaint Case #[redacted]

On December 15th,2012 Ipurchased a pre-owned 2009 lexus GS 350 VIN#[redacted] from lexus of

San Diego.This vehicle was purchased for $26,216 total including tax and license. This entire

amount was paid in full at the time of purchase.

I am disappointed because at the time of purchase the dealer failed to disclose the true accident

history ofthe vehicle. Due to this I am having new and continued problems with this

. vehicle. On March 23rd 2013, I paid Discount Tires $368 to replace both front tires. On July

6th,

2013, Ipaid Auto Glass of San Diego $246 dollars to repair front windshield. On August 8th,I paid

Re Nu Auto body $450 dollars to repaint the front bumper as it was easily peeling off. On

September 20th,Ipaid Elite Service Center $174 to repair the malfunctioning trunk. As of December

2013 the trunk and the 12 V Power Plug and Auxiliary port within the center console stopped

working. On March 12th the vehicle was again evaluated at Efite S rvice Center for repair of the

trunk and both console ports. The report from Elite Service Center stated "Trunk not working due

to Bumper Damage. Recommend Customer take back to Dealer". On March

12th the vehicle was brought to Lexus of San Diego to evaluate Trunk Damage and both malfunctioning

console ports. The presence of vehicle damage was confirmed at this time. At this point I was

given an estimate of approximately $1,400 (I apologize as I have misplaced the original estimate)

this was reported as the amount to the best of my knowledge needed to get the trunk working again.

On March 24th prior to bringing in the vehicle to Lexus of San Diego the vehicle was taken to Re Nu

Auto body for owner's professional opinion as he had previously worked on the vehicle. At this

point I was shown an area of frame damage in the rear of the vehicle. On March 31st I was notified

by Lexus of San Diego there was not only damage to the frame near the rear bumper,additionally

there is damage to the frame near the driver's side. Upon pick-up I was notified the trunk was now

functioning properly something had just become unplugged. In addition to the body and frame damage

currently the paint on the rear bumper is starting to peel similar to the paint I replaced on the

front of the vehicle in August of 2012. Both console ports are still nonfunctioning; the vehicle

continues to report tire pressure problems and the replaced tires will lose air for some unknown reason.

This vehicle has been in my sole possession since the purchase date of December 15th 2012.

This vehicle has not sustained any damage or been in any accidents during the entire time it has

been in my possession. Had I known or been made aware of the condition of this vehicle I

would never have purchased it. I do not feel that this vehicle is safe for my family or me.

To resolve this problem, I would appreciate a full reimbursement including tax and license for

the vehicle purchased at San Diego Lexus. Also I would like to request Incidentals for the money

paid in association with this vehicle. For any reason this cannot be accomplished, I would like

the option of an exchange for another vehicle free from additional cost.

I truly appreciate your help with bringing this matter to some form of resolution. If you have

any questions please contact me via email or phone.

Sincerely,

Review: My navigation touch screen stopped working on my IS250 with normal consumer operation. I started noticing hundreds of other Lexus vehicle owners complaining about the same issue. They did nothing to cause this issue and maintain their cars well. In fact, all the service done on my car including a recent update to the navigation system driving directions has been done by the [redacted] Lexus Dealership. They have been servicing my car since I purchased it from them new in 2008. In my research I have found that their is a defect in that there is a faulty connector on the touch panel. The touch panel is a 4-wire resistive panel, taped to the LCD display. There's a four wire ribbon cable that is improperly bonded to the touch panel. Lexus quoted me $2,800 to fix this problem that is a common problem and a defect in their manufacturing. In my opinion Lexus should take responsibility for this issue as they provided faulty equipment with hundreds of consumers having the same issue with Lexus.Desired Settlement: I would like Lexus to take responsibility for their faulty product and replace it at no cost. Thank you.