Lexus Of Alexandria

To whom it may concern,This letter is in response to the complaint filed by [redacted] regarding a visit to our Lexus Service Center by her Nephew on April 9, [redacted] states that “the dealership in Alexandria decided they need to make a lot of money off of this college kid, with an out of state tag by taking advantage of the fact that his is a college kid and out of state” Lindsay has been in business in Alexandria since and has built a reputation of honesty, integrity, and has been a well-respected member of the local communityWe reject the allegations in the complaint and will address some specifics in this letter.All customers that visit our Service Center are offered a complimentary world class vehicle inspectionThe inspections are performed by Certified Lexus Technicians and the results are electronically transmitted to our Service ConsultantsOur Service Consultants will present the Technicians findings to our customersAt no time do our Technicians interact with the customer, unless a road test is requiredTherefore, since the Technician has no personal interaction with a customer; to allege recommendations would be made because the customer is a “college kid” would be impossibleThe vehicle brought to our Service Center is a Lexus [redacted] ***The customer concerns included a check engine light on, check air conditioning operation and a request to glue an emblem back on the front of the carOur findings regarding the check engine light indicated that there was an evaporative system leakUpon inspection, the Master Certified Lexus Technician discovered several components that were in poor shape and could be contributing to the leakThe Technician recommended replacement of these components to prevent a future failureThe Technician did not find any failures with the second customer concern and noted that the emblem on the third concern could not be glued back on the front of the vehicleThe complimentary world class inspection revealed several items that are consistent with the age and mileage of the vehicleTwo of the items noted in the inspection were declined at a dealer in North Carolina on two separate occasions in In summary, we feel that the recommendations made by our Lexus Master Certified Technician were accurate and legitimateThe Technician made recommendations based solely on the diagnostic data, his observations and his experience with these vehiclesThe customer chose not to have any work performed at our Service Center

I went to the service department for the first time in June after the sunroof of my CT200h exploded while driving back to DC from Boston The shop manager claimed to have never seen or heard of this problem before This turned out not to be true when, a week later, the service manager told me that they've seen several cars with exploded sunroofsThe service department never contacted me after I showed them the car They said they needed to contact Lexus to have the repair authorized It took a week and three in-person visits to the dealership only to be told that "Lexus respectfully declines to authorize the repair." This is clearly a major safety issue It is well documented in the press There are hundreds of complaints on the NHTSA website There are even articles in trade publications on auto glass So, either the folks at Lindsay are uninformed or this is part of a coverup by Lexus to avoid a major recallI bought a Lexus thinking that I would have a different customer experience I did, but not in a good way They will give you as much coffee and tea as you want, you can have unlimited sodas, cookies, donuts and fruit They even serve ice cream But don't expect them to go the extra mile for their customers They are only interested in protecting their bottom lineAs an aside, the service manger, who did call me days later at my insistence, only did so to make certain I understood that they had no intention of doing anything on my behalf He was aggressive at the outsetThis is the worst service department I've ever dealt with They won't get any of my business, even for a recent recall I also won't be buying another Lexus They made their determination not to fix the car without ever inspecting it

December 5, 2014Dear [redacted] ***:We have made many attempts to explain to [redacted] our position on the recommendations that were made to repair his LexusThe report we presented to him were based on our technician going over his vehicle and giving him a list of things that did or will need at some point soon repairedWe believe that preventative maintenance makes for a longer life of a vehicleAt no time did we “try” to charge him $9,000, these were items that he could pick and choose to keep his vehicle up and runningAny or all of the work can be approved or denied [redacted] has denied the work we recommended[redacted] has been a loyal Service customer since and we have valued his businessI offer my apologies to him if he is now dissatisfied with our services and invite him to find another Lexus dealer in the area to service his vehicleAs the General Manager of Lindsay Lexus for the past fifteen years it is me who offers the apologies for these mattersMrLindsay runs eight dealerships and his general managers' take care of the day to day operations.Please find the attached recommendations that were made for [redacted] ' vehicleThe ones in Red indicate they need immediate attention, Yellow needs to be watched and Green everything is okayI will consider this matter closed unless I hear back from you [redacted] ***Best regards,Jeff W

October 29, Dear *** ***:Please find attached to this email a copy of the final bill for *** *** *** in the amount of $1,honoring the original estimate given at the time of drop off for the repairAlso see the CANCELLED invoice in the amount of $2,which
would have been the true estimate after finding supplemental damage once the work was started.Our estimator was remiss in not printing there may have been supplemental damage one work was started on the repairWe believe this should close this case since we have honored exactly what the complaint was initially.Best regards,Jeff W
General Manager

October 29,Dear *** ***,
I am the attorney for Lindsay Lexus of Alexandria (“Lindsay”) and am writing in response to your October letterWhen *** *** brought his vehicle to Lindsay a few weeks ago, that was only the second occasion on which Lindsay had dealt with *** ***The prior occasion was in when Lindsay performed a manufacturer recall service on the vehicleAll other service and maintenance on the vehicle has been performed at other facilities.On this recent occasion, *** *** again brought the vehicle in for Lindsay to conduct three recall services: repair of the fuel pressure gasket, repair of the trunk release handle, and repair of a wiper arm nutAs these were manufacturer recalls, there was no charge to *** *** for this work*** *** also complained of a heavy idle when stopping, Lindsay was unable to duplicate this circumstance and Lindsay did not charge the customer for its effort to replicate the problemFinally, *** *** complained about a condition known as '‘sticky dash.” The sticky dash condition is something the manufacturer is covering under warranty, however there is a waiting list for parts so Lindsay was unable to perform that service for *** ***During the servicing of *** ***’s vehicle, Lindsay provided him with the use of a loaner vehicle at no costLindsay had recommended some additional service work, but *** *** declined these services and they were not performed.*** *** picked up his vehicle on October 2,The vehicle was towed back to Lindsay on October 3, because the vehicle had broken downLindsay determined that the engine had locked upOne possible cause of such engine failure would be a problem with the oil level, but as *** *** states, Lindsay determined that the oil level in his vehicle was goodAfter that point, there would be no way to diagnose the cause of the engine failure without tearing down the engine to examine itLindsay's estimate for conducting this work and diagnosis was approximately $1,*** *** would not authorize this work.Without being able to properly inspect and diagnose the engine, Lindsay is in no position to say why the engine locked upWhile *** *** has obtained some kind of analysis, it appears that this analysis was conducted on-line from a company in California which has never seen the vehicleThus the analysis is essentially a “blind analysis” dependent solely upon the customer’s narration and, respectfully, cannot serve to properly diagnose the engine lock up which occurred.One thing Lindsay can state with certainty is that nothing it di d could have caused this engine failureNone of the recall repairs in any way impacted the internal operations of the engine, Even the declined recommended repairs would not have in any way affected the engine's lock-upIt should further be noted that *** *** is this vehicle’s third owner and that the vehicle has over 91, miles.To conclude, nothing in the work Lindsay performed on *** ***’s vehicle would have in any way caused the engine to failOnce Lindsay excluded a lack of oil as a possible cause, the only way to properly diagnose the failure would be to conduct the forensic break down of the engine*** *** has withheld his permission for this work and, to Lindsay’s knowledge, no other facility has conducted such an examinationThe timing of the break down is unfortunate, but it is in no way Lindsay’s responsibility, We thank you for giving Lindsay the opportunity to address this customer's concernsSincerely,

[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 Administratively Resolved]
Complaint: ***
Dear ** * ***,This letter is in response to the October 29, reply prepared by *** ** ***On behalf of his client Alexandria Motor Cars, Incd/b/a Lindsay Lexus of Alexandria (Lindsay')Lindsay's response misrepresents several facts:
Lindsay states:
to your October 19,letterWhen *** *** brought his vehicle to Lindsay a few weeks ago, that was only the second occasion on which Lindsay had dealt with *** ***The prior occasion was in when Lindsay performed a manufacturer recall service on the vehicleAll I disagreeI used the services of Lindsay Lexus since June 17, and had additional services were completed in years and 2011, including an oil change in January 7, This information is readily available to Lindsay (including the Lexus Vehicle service history report)Lindsay States:After that point, there would be no way to diagnose the cause of the engine failure without tearing down the engine to examine itLindsay's estimate for conducting this work and diagnosis was I disagreeOn October 5, 2015, Lindsay's Shop foreman/service manager indicated that the camshaft was separating in my vehicleMy vehicle has recorded the following Diagnostic Trouble Codes (DTCs) : P ***, P***, P***, P***, P***, P***, P***, P*** and P***Lexus IS uses a timing chain which does not need to be serviced (unlike a timing belt)My Vehicle had no issues when Lindsay took possession and Lindsay found no issues when it had possessionThese facts and the nature of the work involved in the services provided by Lindsay should give a Lexus Certified Technician an indication as to the cause of the engine lockupLindsay States:say why the engine locked upWhile *** *** has obtained some kind of analysis, it appears that this analysis was conducted on-line from a company in California which has never seen the vehicleThus the analysis is essentially a "blind analysis" dependent solely upon the customer's narration and, respectfully, cannot serve to properly diagnose the engine lock up which occurredI disagree*** is Online service which sends a mechanic to physically inspect a vehicleThe evaluation of my vehicle provided in the report was formed on the basis for physical inspection of my vehicleThis information is also readily available to Lindsay including last page of the vehicle inspection report itself which states the following:***.com is a network of Certified & Independent mobile mechanics (mechanics who come to your home or office to fix or inspect your car)Lindsay States:One thing Lindsay can state with certainty is that nothing it did could have caused this engine failureNone of the recall repairs in any way impacted the internal operations of the engine, Even I disagreeLindsay does not address if nature of the workinvolved including the point inspection would impact internal operations of the engineFor example, based on my research online it appears that when Lindsay checked the spark plugs they would have to remove the engine intake manifoldThe intake manifold is Connected to the engine and plays a key role in the engine's functioningThe manifold directs the fuel mixture in the engine to the correct cylinder and then cools down the cylinder to keep the engine from overheating. Lindsay States:should further be noted that *** *** is this vehicle's third owner and that the vehicle has over 91, miles.I disagreeI am the vehicle’s second ownerThe vehicle was initially leased from Lindsay by the first owner and purchased by the first owner from Lindsay at the completion of the lease termI purchased the vehicle from the first owner thereafterLindsay should be well aware of this also since I performed the used vehicle inspection with Lindsay prior to purchasing the vehicleSince, Lindsay was essentially involved all these transactions, this information should be readily available to LindsayLindsay States :should further be noted that *** *** is this vehicle's third owner and that the vehicle has over 91, miles,
I disagreeIt appears that Lindsay is implying that Lexus engines will fail once they reach 91,milesI disagree with this statement because Lexus (i.e., *** Motor Corp.) believes that its engines will not fail until 100,miles since it offers that protection to buyers of their certified used vehiclesBuyers of certified used Lexus vehicles get a warranty on the vehicle for three years from the date of purchase or 100,miles This warranty covers any repair or replacement of engine, transmission, steering, breaks (excluding rotors and pads), fuel system, cooling system, cooling, A/C and heating systems, electrical, and restraint systems In certifying a vehicle, Lexus dealers perform a point inspection none of which involves reconditioning an engineSo it stands that Lexus engines should last until 100,miles without problems This point is further illustrated by the following example:
o I have attached an ad for a Lexus IS with 58,miles, which is also a two owner vehicleIt has certification of years or 100,miles for its engine So the engine is covered until (i.e, until the Vehicle would be years old) or 100,000 milleso Let us assume that this Vehicle is driven for the average annual miles of 13, as defined by Federal Highway AdministrationIn three years, this vehicle would have a mileage of 98, (ie58, + X 13, 476).
o If what Lindsay is implying about Lexus engines were true then this vehicle would experience engine failure within the warranty periodThis failure would require *** Motor Corpto replace the engine with new one (cost exceeding $15,000).
o *** Motor Corpwould not allow its dealers to certify this vehicle since it would become guaranteed loser once the engine fails within years and creating a loss*** Motor Corpwould not intentionally incur such a loss, so it stands that *** Motor Corpmust strongly believe that a Lexus engine will last until at least 100,mileso I am using this IS as an exampleThere are many Lexus listed as Certified with mileage exceeding 60,all Of Which Would be guaranteed money losers for *** Motor Corpif Lindsay's position were trueSo in the case of my vehicle, it is less than years old and less than 100,milesAlso, Lindsay did not any issues with my engine when it took possession of itSo it stands that my vehicle's engine would lasted until 100, 000 miles had it not been for Lindsay's conductThis is further supported by the fact that Lindsay Concedes that even the services I declined to perform would not have caused the engine failureLindsay States:To conclude, nothing in the work Lindsay performed on *** ***'s vehicle would have in any way caused the engine to failOnce Lindsay excluded a lack of oil as a possible cause,
I disagreeAs shown above, Lexus engines should not fail prior to 100,milesLindsay has not provided any evidence to show: (1) proper service was performed, (2) While performing the service the technician would not inadvertently create defects in other part of the vehicle which would affect the engine, and (3) proper inspection was performed after the service was completed to ensure that not defects were presentThe close proximity of engine failure to Lindsay's service and Lindsay's lack of evidence to the contrary presents a preponderance of evidence of Lindsay's failure to provide proper care.
TO Summarize,o a Lexus engine should be free Of engine failure until at least 100,miles,o my vehicle is under 100,miles,o my vehicle was in excellent running condition when Lindsay took possession,o Lindsay did not find any issues indicative of engine problems when they had possession,o Lindsay concedes that even the services I declined to perform would not have caused the engine failure,o in less than hours from the time I picked up my vehicle from Lindsay it experienced engine failure ando failure of such a nature would not ordinarily occur if proper service was performed at LindsayTherefore, Lindsay is responsible for my car's engine failure. Regards,
*** ***
See Exhibit A, L/Certified Limited Warranty
See Exhibit B, Lexus Certified Mechanical Certification Inspection (listing requirements under "Engine Mechanical" none of which is reconditioning the internal components of the engine).
See Exhibits C and D, ***.com advertisement and *** report
See Exhibit E, Federal Highway Administration Average Annual Miles per Driver by Age Group (stating the average mileage as
13, miles)Based on my limited search for used cars, I found over certified Lexus vehicles with mileage exceeding 60,000. See Lindsay's response On October 29, (Stating that even the declined recommended repairs would not have in any way affected the engine's lock-up')

*** ** ***
5:PM (hours ago)
tome
Hello.
*** ***
I received the response and read it Like I said before the owner is unavailable according to the general manager likely storyI guess I have to wait to see him at *** Country ClubWith that I see they invite me to another dealership because I caught them in questionable practiced? You don't want to fix the issue? They are being disingenuous when they said they advised meThey use scare tactics to get customers to get more work doneI was ADVISED that my spark plugs looked like the ones from the factoryI bought new spark plugs from *** LEXUS and marked themLEXUS of Nashville assured me they changed them because the car was CPO certified pre owned.I am a year Ordnance Maintenance ProfessionalI had worked on the most technical sophisticated equipment in the worldI am ASE certified and I am licensed to driver anything from a *** to the ***I was stationed in OSAKA, Japan for yearsWhile there I received my ASE Certification to work on *** vehicles for the US GOVERNMENT UNDER CONTRACTI looked at the vehicle myself and I read the owners manualAt no time did they offer or Indicate the rotation of the tires that where uneven that's where that comes from because they were never rotatedI personally looked at the other items and in my professional opinion using the owners MANUEL and by taking to car to a *** dealership I guess we have to agree to disagreeI refused to be taken advantage ofIf you would like to resolve this matter the General Manager has my numberI accept the Apology because I think we have an understanding now of my knowledge of this carMoving forward I would need a new service advisorI am done with Ms.Tammy S*As far as the other ISSUES with the car they are fully addressed there are no other PROBLEMSThank You For you time and Attention
Sincerely
*** *** * ***
US ARMY RETIRED

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The car just had the 120,mile maintenance perfomed months prior to the visit to the Alexandria Lexus Dealership. The maintenance was perfomed at the Lexus dealership in Greenville, S.C in December of 2014, and the car was in great shape - I had ALL of the "yellow" and "red" items flagged fixed at the dealership. Once I received the Alexandria recomendations, I contacted the service manager at the Greenville dealership, *** ***, to discuss the Alexandria inspection report. He pulled all of the information from the 120,mile service, and spoke with the technician that performed the inspection, and he said the ONLY way that the car needed over $worth of work was : 1) the car was WRECKED, or 2) if the car was driven while it ran hot. Neither of which happened.
Furthermore, I filed a complaint with the Lexus Corporation, and your service manager, *** ***, called me to APOLOGIZE and stated that your dealership handled the situation wrong, and he informed me that he had discussed the situation with the technician at your dealership so this situation would not happen again. So, please explain to me, that if I am wrong, why your service manager called me to apologize for the manner in which your service department handled the situation. Also, you state that the Lexus company in Alexandria "has been in business since 1963...", well, have you read the complaint on the Revdex.com site for your business made on 4/7/2013, that someone else filed concerning your service recommendation of over $15,of repairs? No, you must not have, because this compalint is under the category of " Revdex.com did not receive a response from business". You can be indignant all you please, but your service department was wrong.
Obviously, I have two VERY conflicting reports from Lexus dealerships - one from Lexus of Alexandria, and one from the dealership in Greenville, S.C. I want to know which inspection reflects the car's true condition. I am asking that another Lexus dealership, (of my choice, not Greenville's or Alexandria's choice, that is convenient to me), provide a detailed inspection (free of charge) on this car. I do not want the selected dealership to know anything about this complaint so they will be completely objective. If you are so certain that your dealership (in Alexandria) is correct, then I believe that you will comply with my request
Regards,
*** ***

October 29,2015
Dear [redacted],
I am the attorney for Lindsay Lexus of Alexandria (“Lindsay”) and am writing in response to your October 19 2015 letter. When [redacted] brought his vehicle to Lindsay a few weeks ago, that was only the second occasion on which Lindsay had...

dealt with [redacted]. The prior occasion was in 2011 when Lindsay performed a manufacturer recall service on the vehicle. All other service and maintenance on the vehicle has been performed at other facilities.On this recent occasion, [redacted] again brought the vehicle in for Lindsay to conduct three recall services: repair of the fuel pressure gasket, repair of the trunk release handle, and repair of a wiper arm nut. As these were manufacturer recalls, there was no charge to [redacted] for this work. [redacted] also complained of a heavy idle when stopping, Lindsay was unable to duplicate this circumstance and Lindsay did not charge the customer for its effort to replicate the problem. Finally, [redacted] complained about a condition known as '‘sticky dash.” The sticky dash condition is something the manufacturer is covering under warranty, however there is a waiting list for parts so Lindsay was unable to perform that service for [redacted].During the servicing of [redacted]’s vehicle, Lindsay provided him with the use of a loaner vehicle at no cost. Lindsay had recommended some additional service work, but [redacted] declined these services and they were not performed.[redacted] picked up his vehicle on October 2,2015. The vehicle was towed back to Lindsay on October 3, 2015 because the vehicle had broken down. Lindsay determined that the engine had locked up. One possible cause of such engine failure would be a problem with the oil level, but as [redacted] states, Lindsay determined that the oil level in his vehicle was good. After that point, there would be no way to diagnose the cause of the engine failure without tearing down the engine to examine it. Lindsay's estimate for conducting this work and diagnosis was approximately $1,350.00. [redacted] would not authorize this work.Without being able to properly inspect and diagnose the engine, Lindsay is in no position to say why the engine locked up. While [redacted] has obtained some kind of analysis, it appears that this analysis was conducted on-line from a company in California which has never seen the vehicle. Thus the analysis is essentially a “blind analysis” dependent solely upon the customer’s narration and, respectfully, cannot serve to properly diagnose the engine lock up which occurred.One thing Lindsay can state with certainty is that nothing it di d could have caused this engine failure. None of the recall repairs in any way impacted the internal operations of the engine, Even the declined recommended repairs would not have in any way affected the engine's lock-up. It should further be noted that [redacted] is this vehicle’s third owner and that the vehicle has over 91, 000 miles.To conclude, nothing in the work Lindsay performed on [redacted]’s vehicle would have in any way caused the engine to fail. Once Lindsay excluded a lack of oil as a possible cause, the only way to properly diagnose the failure would be to conduct the forensic break down of the engine. [redacted] has withheld his permission for this work and, to Lindsay’s knowledge, no other facility has conducted such an examination. The timing of the break down is unfortunate, but it is in no way Lindsay’s responsibility, We thank you for giving Lindsay the opportunity to address this customer's concerns.
Sincerely,

[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 Administratively Resolved]
 Complaint: [redacted]
Dear [redacted],This letter is in response to the October 29, 2015 reply prepared by [redacted]. On behalf of his client Alexandria Motor Cars, Inc. d/b/a Lindsay Lexus of Alexandria (Lindsay').
Lindsay's response misrepresents several facts:
1. Lindsay states:
to your October 19,201 letter. When [redacted] brought his vehicle to Lindsay a few weeks ago, that was only the second occasion on which Lindsay had dealt with [redacted]. The prior occasion was in 2011 when Lindsay performed a manufacturer recall service on the vehicle. All I disagree. I used the services of Lindsay Lexus since June 17, 2010 and had additional services were completed in years 2010 and 2011, including an oil change in January 7, 2011. This information is readily available to Lindsay (including the Lexus Vehicle service history report).
2. Lindsay States:After that point, there would be no way to diagnose the cause of the engine failure without tearing down the engine to examine it. Lindsay's estimate for conducting this work and diagnosis was I disagree. On October 5, 2015, Lindsay's Shop foreman/service manager indicated that the camshaft was separating in my vehicle. My vehicle has recorded the following Diagnostic Trouble Codes (DTCs) : P [redacted], P[redacted], P[redacted], P[redacted], P[redacted], P[redacted], P[redacted], P[redacted] and P[redacted]. Lexus IS 250 uses a timing chain which does not need to be serviced (unlike a timing belt). My Vehicle had no issues when Lindsay took possession and Lindsay found no issues when it had possession. These facts and the nature of the work involved in the services provided by Lindsay should give a Lexus Certified Technician an indication as to the cause of the engine lockup.
3. Lindsay States:say why the engine locked up. While [redacted] has obtained some kind of analysis, it appears that this analysis was conducted on-line from a company in California which has never seen the vehicle. Thus the analysis is essentially a "blind analysis" dependent solely upon the customer's narration and, respectfully, cannot serve to properly diagnose the engine lock up which occurred.
I disagree. [redacted] is Online service which sends a mechanic to physically inspect a Vehicle. The evaluation of my vehicle provided in the report was formed On the basis for physical inspection Of my Vehicle. This information is also readily available to Lindsay including last page of the Vehicle inspection report itself which states the following:[redacted].com is a netWork of Certified & Independent mobile mechanics (mechanics who come to your home or office to fix or inspect your Car).
... Lindsay States:One thing Lindsay can state with certainty is that nothing it did could have caused this engine failure. None of thc recall repairs in any way impacted the internal operations of the engine, Even I disagree. Lindsay does not address if nature Of the WOrkinvolved including the 27 point inspection WOuld impact internal operations Of the engine. For example, based Onmy research online it appears that when Lindsay checked the spark plugs they would have to remove the engine intakemanifold. The intake manifold is Connected to the engine and plays a key role in the engine's functioning. Themanifold directs the fuel mixture in the engine to the correct cylinder and then cools down the cylinder to keepthe engine from Overheating. 5. Lindsay States :should further be noted that [redacted] is this vehicle's third owner and that the vehicle has over 91, 000 miles.I disagree. I am the vehicle’s second owner. The Vehicle was initially leased from Lindsay by the first Owner andpurchased by the first Owner from Lindsay at the completion of the lease term. I purchased the vehicle from the firstowner thereafter. Lindsay should be well aware of this alSO Since I performed the used Vehicle inspection withLindsay prior to purchasing the vehicle. Since, Lindsay Was essentially involved all these transactions, this information should be readily available to Lindsay.
6. Lindsay States :should further be noted that [redacted] is this vehicle's third owner and that the vehicle has over 91, 000 miles,I disagree. It appears that Lindsay is implying that Lexus engines will fail once they reach 91,000 miles. I disagreewith this statement because Lexus (i.e., [redacted] Motor Corp.) believes that its engines Will not fail until100,000 miles since it offers that protection to buyers of their certified used vehicles. Buyers of certified used engine, so it is the original engine until 2018 (i.e. , until the Vehicle would be 9 years old) or 100,000 milles.O Let us assume that this Vehicle is driven for the average annual miles Of 13, 476 as defined by Federal Highway Administration. In three years, this vehicle Would have a mileage of 98, 916 (i. e. 58, 488 + 3 X 13, 476). O If what Lindsay is implying about Lexus engines were true then this vehicle would experience engine failureWithin the Warranty period. This failure WOuld require [redacted] Motor Corp. to replace the engine with new One (COst exceeding S15, 000). O [redacted] Motor COrpo . WOuld not allOW its dealerS tO certify this vehicle since it would become guaranteedloser Once the engine fails Within 3 years and Creating a lo SS. [redacted] Motor Corp. Would not intentionally incur such a loss, SO it stands that [redacted] Motor Corp. must strongly believe that a Lexus engine will last until at least 100,000 miles.See Exhibit E, Federal Highway Administration Average Annual Miles per Driver by Age Group (stating the average mileage as13, 47.6 miles).O I am using this 2009 IS 250 as an example. There are many Lexus listed as Certified with mileage exceeding 60,000 all Of Which Would be guaranteed money losers for [redacted] Motor Corp. if Lindsay's position were true.So in the case of my vehicle, it is less than 9 years old and less than 100,000 miles. Also, Lindsay did not any issues with my engine when it took possession of it. So it stands that my vehicle's engine would lasted until 100, 000 miles had it not been for Lindsay's conduct. This is further supported by the fact that Lindsay Concedes that even the services I declined to perform would not havecaused the engine failure. 
7. Lindsay States:To conclude, nothing in the work Lindsay performed on [redacted]'s vehicle would have in any way caused the engine to fail. Once Lindsay excluded a lack of oil as a possible cause, Based on my limited search for used cars, I found over 100Certified Lexus vehicles with mileage exceeding 60,000. See Lindsay's response On October 29, 2015 (Stating thateven the declined recommended repairs would not have in any way affected the engine's lock-up').I disagree. As shown above, Lexus engines should not fail prior to 100,000 miles. Lindsay has not provided any evidence to show: (1) proper service was performed, (2) While performing the Service the technician WOuld not inadvertently Create defects in Other part of the Vehicle which would affect the engine, and (3) proper inspection was performed after the service was completed to ensure that not defects were present. The Close proximity of engine failure to Lindsay's service and Lindsay's lack of evidence to the contrary presents a preponderance of evidence Of Lindsay" s failure to pro Vide proper Care . 
TO Summarize,o a Lexus engine should be free Of engine failure until at least 100,000 miles,O my vehicle is under 100,000 miles,O my vehicle was in excellent running condition when Lindsay took posses SiOn,O Lindsay did not find any issues indicative Of engine problems when they had possession,o Lindsay concedes that even the services I declined to perform Would not have Caused the engine failure,0 in less than 24 hours from the time I picked up my vehicle from Lindsay it experienced engine failure andO failure Of Such a nature WOuld not Ordinarily OCCur if proper service was performed at Lindsay.Therefore, Lindsay is responsible for my Car S engine failure. Regards,
[redacted]

I went to the service department for the first time in June 2015 after the sunroof of my 2011 CT200h exploded while driving back to DC from Boston. The shop manager claimed to have never seen or heard of this problem before. This turned out not to be true when, a week later, the service manager told me that they've seen several cars with exploded sunroofs.
The service department never contacted me after I showed them the car. They said they needed to contact Lexus to have the repair authorized. It took a week and three in-person visits to the dealership only to be told that "Lexus respectfully declines to authorize the repair."
This is clearly a major safety issue. It is well documented in the press. There are hundreds of complaints on the NHTSA website. There are even articles in trade publications on auto glass. So, either the folks at Lindsay are uninformed or this is part of a coverup by Lexus to avoid a major recall.
I bought a Lexus thinking that I would have a different customer experience. I did, but not in a good way. They will give you as much coffee and tea as you want, you can have unlimited sodas, cookies, donuts and fruit. They even serve ice cream. But don't expect them to go the extra mile for their customers. They are only interested in protecting their bottom line.
As an aside, the service manger, who did call me 7 days later at my insistence, only did so to make certain I understood that they had no intention of doing anything on my behalf. He was aggressive at the outset.
This is the worst service department I've ever dealt with. They won't get any of my business, even for a recent recall. I also won't be buying another Lexus. They made their determination not to fix the car without ever inspecting it.

To whom it may concern,
margin-bottom: 5pt;">This letter is in response to the complaint filed by [redacted] regarding her 2007 Lexus GS350. [redacted] brought her vehicle in for regular maintenance on October 10, 2015. The maintenance Service performed on her vehicle consisted of an oil change, under hood fluid Service, Smart key battery replacement, visual inspections, air filter changes, and tire rotation and balance. The maintenance performed did not require any internal components of the engine to be accessed or adjusted. The maintenance on the vehicle was performed by a Lexus Certified Technician and was performed correctly and met our high standards for quality.
[redacted]s' vehicle was towed to our location on 10/16/2015 due to a complaint of the vehicle cutting off while driving. Upon examination by a Master Certified Lexus Technician on 10/19/2015, it was determined that cylinder #5 had coolant present and the tip of the spark plug was missing. The findings of Coolant in the cylinder bore required a tear down of the engine to determine the extent of the damage. The required flat rate time to tear down the engine, document the damage Bnd make recommendations for repairs is ten hours. An agreement was reached with **, [redacted] that she would pay three flat rate hours and Lindsay Lexus would pay seven flat rate hours as a goodwill gesture in the interest of Customer satisfaction to determine the cause of failure and the necessary repairs. The results of the engine tear down revealed a broken valve spring and Sévère damage to the engine block and cylinder head requiring a complete engine and cylinder head replacement. The total Cost of these repairs exceeded fifteen thousand dollars. The internal damage to the engine was not caused by any maintenance or recalf work performed on the vehicle. The damage was caused by an internal component failure.
[redacted]s' vehicle is well beyond the manufacturer's warranty period, however, the cost of the repair was submitted to Lexus for Goodwill consideration. Lexus agreed to pay the Cost of the labor to install a new engine but the cost of the necessary parts would be [redacted]s' responsibility, The parts required to perform this repair totaled $12847.84. Based on the Kelley Blue book fair market value of the vehicle being $6400.00, we advised against repairing the vehicle. Subsequently, [redacted] had the vehicle towed from our premises.
in Summary, the previous maintenance and recall work had no bearing on the internal failure of the engine. The vehicle is out of warranty and while the manufacturer has no obligation to repair the vehicle, they offered to pay for the labor to install a new engine. The repair costs far exceed the fair market value of the Vehicle, therefore; We advised no Work be performed.
The Lindsay Lexus service department has a long Standing commitment to excellence in our quality of work and the treatment of our customers. We keep the best interest of our customers at the forefront of everything we do. While we understand [redacted] is not satisfied with the circu**tances surrounding the situation with her vehicle, we do not believe that Lindsay Lexus is responsible for the cost to repair her Vehicle.
Sincerely,
Bill C[redacted]
Service Director

To whom it may concern,This letter is in response to the complaint filed by [redacted] regarding a visit to our Lexus Service Center by her Nephew on April
9, 2015. [redacted] states that “the dealership in Alexandria decided they
need to make a lot of money off of this college kid,...

with an out of state tag
by taking advantage of the fact that his is a college kid and out of state”.  Lindsay has been in business in Alexandria
since 1963 and has built a reputation of honesty, integrity, and has been a
well-respected member of the local community. We reject the allegations in the
complaint and will address some specifics in this letter.All customers that visit our Service Center are offered a
complimentary world class vehicle inspection. The inspections are performed by
Certified Lexus Technicians and the results are electronically transmitted to
our Service Consultants. Our Service Consultants will present the Technicians
findings to our customers. At no time do our Technicians interact with the
customer, unless a road test is required. Therefore, since the Technician has
no personal interaction with a customer; to allege recommendations would be
made because the customer is a “college kid” would be impossible.
The vehicle brought to our Service Center is a 2002 Lexus [redacted]. The customer concerns included a check engine light on, check air
conditioning operation and a request to glue an emblem back on the front of the
car. Our findings regarding the check engine light indicated that there was an
evaporative system leak. Upon inspection, the Master Certified Lexus Technician
discovered several components that were in poor shape and could be contributing
to the leak. The Technician recommended replacement of these components to
prevent a future failure. The Technician did not find any failures with the
second customer concern and noted that the emblem on the third concern could
not be glued back on the front of the vehicle. The complimentary world class
inspection revealed several items that are consistent with the age and mileage
of the vehicle. Two of the items noted in the inspection were declined at a
dealer in North Carolina on two separate occasions in 2014.
In summary, we feel that the recommendations made by our
Lexus Master Certified Technician were accurate and legitimate. The Technician
made recommendations based solely on the diagnostic data, his observations and
his experience with these vehicles. The customer chose not to have any work
performed at our Service Center.

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting Mr. C[redacted]'s response because at 147k miles, any master or certified mechanic that regularly works with the [redacted] Lexus product will tell you the [redacted] is built to last at least 300-400k miles if taken care of. I took care of the car. You can obtain the maintenance repair records from Lindsay Lexus of Alexandria. Every repair, every maintenance was handled their. The Lexus service management is stonewalling by leaning on the premise the car was out of warranty and thus they bear no responsibility whatsoever for the car breaking down. It is strange that it was the new car salesman from Lindsay Lexus who called me to advise the service department did not want to fix the car and would offer zero salvage value toward the purchase of another car.  Something is not right here - why would the new car salesman be involved with what is going on across the street in a different location in the service department??? I believe Lindsay wanted to lean on me to purchase another vehicle because they knew I really liked the way the Lexus drove and they thought it was more profitable for their business for me to purchase another vehicle.  Either the valve spring repair was not done at all, or it was not done properly when I brought the car back in for the recall on that valve spring.  Not only was routine maintenance performed but the annual inspection was also done during the 150k mile check up. There was nothing wrong with the car and Lexus was the first, the last, and only mechanics under the hood of my [redacted]. Is it considered "excellent customer service" to hold a car for two months and for every weekly status call to be initiated by me, the owner.  I continued to pay insurance to cover a car that was undriveable and I believed was going to be repaired by Lindsay Service.  At no time, did I converse with a Mr. C[redacted].  At no time was there an arrangement made between me and the service department to split labor costs.  I authorized $2k to tear down the car down to determine the problem. It was Judy from Corporate who advised "they" would pay the entire cost to tear down the car to get to the bottom of what happened to it. I have no idea why Lindsay charged me $544 for doing nothing. Moreover, Corporate also advised it would be up to the dealership to step up and offer assistance with repairs as from time to time the dealership does this for expensive repairs. Yet, I was offered none of this and told we are not going to repair your car (after 2 months). This was my 2nd new car purchased from Lindsay Lexus. I have been a loyal customer since December of 2000 and believed in the integrity of the product.  Thus, I am  requesting: 1.  Lindsay Lexus to provide me with the mechanics manual for the GS 2007 so that I may maintain the car - you can't find that manual anywhere. 2. I am requesting a refund of $544 as Corporate advised they were covering all the labor costs.  I believe Lindsay service double billed by making me pay $544 while also collecting from Corporate. 3. I am requesting $6k to purchase a remanufactured or crate engine and $3k for a certified mechanic to install the engine. Or, that Lindsay supply me with a remanufactured engine as I have no doubt they have access to these parts and can professionally evaluate the quality of the engine. Lindsay can most likely get an engine at a cheaper price than I can.  Asking for $9k is more than reasonable as Lindsay is advising the cost for parts alone is greater than $12k before labor is factored in.  To be driving between 55-60 mph and to have your car cut off without ANY warning and other cars and trucks bearing down on you when you drive a very nice car with a sophisticated diagnostics check and display system is clearly a defect that suddenly reared its head.  Maybe a lot of people choose not to hold on to a car for 8+ years but the #1 reason I purchased the car was because of its reputation for being built to last.  This saddens me to say but I believe I am being jerked around because I am a female, I am black, and I am over the age of 55 - facts that I did not want to bring to bear.  I do not believe if I were a white male that I would be having to go back and forth about this issue with Lindsay - 5 months now. I believe we would have come to some type of agreement. I continue to pay for tags, taxes and insurance on a car that is not driveable. If you looked under the hood of my car, you would note how clean and well cared for the car is. There is no reason why suddenly a $15k plus repair is called for on a Lexus [redacted] that every 3-4 months was seen for scheduled maintenance. I want to be treated respectfully and not thrown over the cliff because Lindsay Lexus has determined I am yesterday's news. I really enjoy the car and simply want it repaired. I want Lindsay to stand behind the Lexus product they sold me as any other ethical and responsible manufacturer would do.  I am declaring this is a problem that [redacted]/Lexus is aware of (this defect is on the internet) and it was determined to give me a crazy price of $15k so that I would go away and once again they could sweep this under the rug, cover it up, and not admit to any product defects. This is so unnecessary on so many levels. Lexus is not loosing money.  I do realize we are human and thus errors are going to occur - that's life.  But for Lexus to refuse to stand behind their high-end product refuse to repair the car and insinuate I am expecting too much out of this vehicle or I ran the vehicle with low or no fluids is a lie.  I wonder if you did a check at the dealership how many times a district manager got with a service manager to determine their "story" on how they were going to handle this. I have the pictures from the dealership showing it was the valve spring that broke and released the valve down through the engine and caused the damage in the engine head, cylinder block and pistons.  This is a manufacturer defect that was known to occur infrequently but reported on the ** 2007 and ** 2008 models and [redacted]/Lexus doesn't want to own this at all. I have no reason to make this up. I am intelligent and articulate and I am calling the company out on and their arrogance and consumer responsibility  to remedy this dreadful situation. I don't think it's just an "oh well" event.  I am asking Lexus to make this right.  I just want the car restored before this catastrophic event occurred.  This is a reasonable and honest request for a Lexus [redacted] with a 147k miles.           
Regards,
[redacted]

December 5, 2014Dear [redacted]:We have made many attempts to explain to [redacted] our position on the recommendations that were made to repair his Lexus. The report we presented to him were based on our technician going over his vehicle and giving him a list of things that did or...

will need at some point soon repaired. We believe that preventative maintenance makes for a longer life of a vehicle. At no time did we “try” to charge him $9,000, these were items that he could pick and choose to keep his vehicle up and running. Any or all of the work can be approved or denied. [redacted] has denied the work we recommended.[redacted] has been a loyal Service customer since 2011 and we have valued his business. I offer my apologies to him if he is now dissatisfied with our services and invite him to find another Lexus dealer in the area to service his vehicle. As the General Manager of Lindsay Lexus for the past fifteen years it is me who offers the apologies for these matters. Mr. Lindsay runs eight dealerships and his general managers' take care of the day to day operations.Please find the attached recommendations that were made for [redacted]' vehicle. The ones in Red indicate they need immediate attention, Yellow needs to be watched and Green everything is okay.
I will consider this matter closed unless I hear back from you [redacted].
Best regards,Jeff W

Review: This is an official complain that I am writing with respect to repair to is currently being done at Lindsey’s Lexus collision center in the Springfield location. This vehicle was purcahsed new at your dealer in the alexandria location.

I brought my Lexus ** for repair that I was going to pay for out of pocket. I initially got an estimate of $1,300 from the rep Rebecca G[redacted]. I agreed to the repair and few minutes later somebody from the shop came with a higher estimate of about $1,800. I agreed to that estimate as well. I called and made an appointment and dropped the car off this past Monday Oct 13, 2014. We received a call yesterday from Rebecca that the estimate has increased to about $2,150 because the master painter has to blend the paint correctly to the front door.

I think these bait and switch practices need to stop. You simply do not give somebody an estimate and raise it by 47% ( $850) because somebody else mis-estimated the cost. We brought the car to the dealer because we thought that things will be done properly. My questions to you as follows:

1. When you repair your vehicles, do you not blend colors correctly. Is that a common practice. Also, is that not included in the estimate?

2. Your work is divided between insurance claims and individual claims. What are the number of individual claims that are understated (difference between estimate and final pay)? If this number is high then either your reps are not estimating correctly or this is a common practice.

3.When I spoke to the manager, she said that some of the claims are overstated and we would tell the customer that information. I would like to also know how many individual claims are overstated?

I think Lindsay’s should honor their estimate of $1,800. We have been loyal customers to your company for a long time and I am seriously thinking about canceling my upcoming purchase of 2015 [redacted]. We are deeply disappointed at these practices and hope that upper management investigates these issues at your collision center.Desired Settlement: Charge me for the orginal agreed upon estimate of about $1,800. I also hope that management adopt controls to remdey these issues in the future.

Business

Response:

October 29, 2014Dear [redacted]:Please find attached to this email a copy of the final bill for [redacted] in the amount of $1,796.38 honoring the original estimate given at the time of drop off for the repair. Also see the CANCELLED invoice in the amount of $2,146.71 which would have been the true estimate after finding supplemental damage once the work was started.Our estimator was remiss in not printing there may have been supplemental damage one work was started on the repair. We believe this should close this case since we have honored exactly what the complaint was initially.Best regards,Jeff WGeneral Manager

Review: Lindsay Lexus of Alexandria: (1) recommended over $15,000 of service to my car, the majority of which was not needed; (2) repeatedly performed "27-Point World Class Inspections" on my vehicle without my permission; (3) disposed of used parts without my permission; (4) failed to provide promised customer service; and (5) continued to send me marketing emails even after I repeatedly unsubscribed from their mailing lists.Desired Settlement: I want Lindsay Lexus of Alexandria to: (1) perfom "27-Point World Class Inspections" on vehicles only when affirmatively requested by customers; (2) dispose of used parts only after a customer provides affirmative consent; and (3) apologize.

Review: My 2009 Lexus IS 250 (purchased one year ago this month) was displaying a "check engine" light and would idle rough 3 months after purchase. In addition to this my vehicle would make a knocking sound when in reverse and jerk. I contacted the dealership I purchased the vehicle from they could replicate the problem. I contact Lexus and they didn't know what was wrong. My vehicle was there twice at nothing was found. I received a letter a few months later stating that my vehicle might be experiencing these issues and to bring it to a Lexus dealership if so. I brought my vehicle to Lindsay Lexus in Jan 2013 and they replaced the pistons. Two months later March 15 2013, my vehicle failed on the interstate and left me stranded in an unsafe location. I thank God I was not involved in an accident from this. After the police officer arrives, he didn't want to leave me at the unsafe location without AAA arriving. Shortly after my husband arrives to jump the vehicle and it wouldn't turn over. We towed it to the dealership that performed the engine work; Lindsay Lexus. My vehicle has been there two weeks and the technicians states the rods wiggled their way lose. Now, if you're a mechanic you automatically know that this issue is in relation to the work performed recently. The rods are connected to the pistons. The technicians try to explain that it's not related to the work they've performed several weeks ago. they said "Ma'am, we worked on the top part of your engine only." So, I think to myself, well if you told me two months ago that you replaced my pistons, how did you do this exactly only touching the top portion of the engine? At this point I ask to speak to the Service Manager and explain that I want to discuss this with Management because the work was not performed correctly the first time. This in turn left me stranded and uncomfortable. I don't feel comfortable with the car and all the work that needs to be done again. I spoke to the Sales Manager who told me that the General Manager said work this out and make things right, take a negative hit if you have to. Long story short, the Sales Manager calls me with an offer - he wants to give me $7,000 less than what I owe on my vehicle about $2,000 below its value. He then says, he can give you 1,000 off invoice. So, they want me to have negative equity of $7,000 and only give 1,000 off invoice of a new car (basically 3,000). The Sales Manager says quote on quote, "This is a deal I would give my wife, sister, brother or mother!" I told my husband their offer and when they speak the conversation became escalated when my husband says the offer is insulting. The Sales Manager says, "You didn't buy this car from us so we don't have to give you a dime!" Wow! No, I didn't purchase the vehicle from your dealership but it's a Lexus product and you serviced it two months ago and not properly at that. My husband expresses his dissatisfaction with the customer service and technical service I received. At no point in time did my husband use profanity. After my husband says that we will not speak highly of Lindsay Lexus due to our experiences now and in the past, the gentleman hung up the phone. Is this how you treat a returning customer? On March 25, 2013 I contacted Lexus Corporate and spoke about our experience with Lindsay Lexus Service Department and Sales Manager. The offer I present, what I think is fair... apply $6,000 of what I paid towards my car and apply it to a new vehicle. I didn't even ask more for my car which was a hit of $7,000. The General Manager informed my case worker at Lexus Corporate that they decline the offer and stated that the Sales Manager hung up because my husband used profanity. Since day one all I have received were lies from the service department and now dishonesty on the Sales Manager end. The purpose of Corporate I feel was more like a liaison and nothing more. Lindsay Lexus lied to me about the causes for the failed engine and in turned lied to Corporate and that was that. There was no investigation of the services performed incorrectly on my car, there was no investigation from the General Manager to see what happened with the conversation, why it escalated. I don't feel that they are loyal to their customers as their customers are to them. My husband had a Lexus and this is my second Lexus vehicle! I am truly disappointed with the customer service from Management and the dishonesty from their staff.Desired Settlement: I hope to receive a vehicle that the services were performed correctly. I do not want to experience another fright as I did on March 15th 2013. Being stranded a night by myself is not safe for a female. I don't wish that on anyone.

Business

Response:

See attachment or check attachment tab.

I went to the service department for the first time in June 2015 after the sunroof of my 2011 CT200h exploded while driving back to DC from Boston. The shop manager claimed to have never seen or heard of this problem before. This turned out not to be true when, a week later, the service manager told me that they've seen several cars with exploded sunroofs.
The service department never contacted me after I showed them the car. They said they needed to contact Lexus to have the repair authorized. It took a week and three in-person visits to the dealership only to be told that "Lexus respectfully declines to authorize the repair."
This is clearly a major safety issue. It is well documented in the press. There are hundreds of complaints on the NHTSA website. There are even articles in trade publications on auto glass. So, either the folks at Lindsay are uninformed or this is part of a coverup by Lexus to avoid a major recall.
I bought a Lexus thinking that I would have a different customer experience. I did, but not in a good way. They will give you as much coffee and tea as you want, you can have unlimited sodas, cookies, donuts and fruit. They even serve ice cream. But don't expect them to go the extra mile for their customers. They are only interested in protecting their bottom line.
As an aside, the service manger, who did call me 7 days later at my insistence, only did so to make certain I understood that they had no intention of doing anything on my behalf. He was aggressive at the outset.
This is the worst service department I've ever dealt with. They won't get any of my business, even for a recent recall. I also won't be buying another Lexus. They made their determination not to fix the car without ever inspecting it.

Review: On Saturday December 7th, I took my Lexus RX 350 to Lindsay Lexus Service. I requested that Lindsay Lexus check for a torn right front boot (as identified in a previous inspection at another service station) and that Lindsay Lexus perform a 15K service. Lindsay Lexus lists the following as being included in a 15 K service on its website: 15K-Standard

Replace engine oil and filter

Install [redacted] Oil Additive

Top off all underhood fluids

Road test vehicle

Rotate and balance tires

Nitrogen upgrade for tires

Visually inspect brake pads and discs

Replace engine air filter

Inspect engine coolant

Inspect ball joints and dust covers

Inspect body

Inspect brake lines and hoses

Inspect differential oil

Inspect drive shaft/propeller shaft dust boots

Re-torque drive shaft flange bolts

Inspect exhaust pipes and mountings

Inspect steering rack and pinion assembly

Inspect steering linkage and boots

Inspect drive belts

Inspect transfer case oil

Replace air conditioning filter

Replace smart key battery

Minimum Service Total: $398.95

When I went to pick up my car on December 7th, Lindsay Lexus charged me $398.95 for the 15K service, which I immediately paid with my credit However, Lindsay Lexus did not rotate and balance the tires. After several emails with the Lindsay service representative failed to reach resolution, I requested a refund from Lindsey's service manager [redacted] based on Lindsay's failure to provide the service. Lindsay has failed to provide the refund.Desired Settlement: Per my previous email to Lindsay Lexus Service Manager [redacted], I request an immediate refund for failure to rotate and balance the tires. Lindsay can simply credit the amount on my credit card. Lindsay billed me immediately for a service they did not perform yet seem incapable of crediting my account in a timely manner.

Business

Response:

December 30,2013

[redacted],

I am forwarding you the email thread from our Service representative And our Service Manager to **. [redacted]. We would like to ask him why he feels we did not rotate his tires and we will gladly refund the money charged for that service. Please advise **. [redacted] to contact **. [redacted] at our Service department at ###-###-#### so we may close this case.

Thank you,