Lexus of Peoria

Initial Business Response /* (1000, 12, 2015/06/24) */
To Whom It May Concern:
After discussing this complaint with the staff at Lexus of Peoria, we wish to provide the following history of events:
Mr*** brought in the vehicle to Lexus of Peoria on March , 2015, with 89,miles and RO
#XXXXXX because of a factory recall and to exchange winter tires for summer tiresHe also complained of warning lights coming on as well as the vehicle shaking, idling high, and lurching when coming to a stopThe vehicle had misfire codes for cylinders and We swapped coils on those cylinders with and and the misfires followed the bad coilsWe replaced two (2) coils and spark plugs to repair the misfire
During the test drive, system lean codes POand POappearedWe checked the vehicle for PO or fuel quality but did not find a problemAfter further diagnosis, we found the direct injectors were faultyWe replaced the direct injectors Mr*** bought and supplied to usWe road tested the vehicleOperation was so we returned the vehicle to Mr***
After a couple of weeks, the vehicle was returned to us on April 17, 2015, with 89,867miles and RO #XXXXXXThe warning lights were back onCodes POA7F and POA8O were presentThese codes indicated Hybrid battery failureMr*** declined repair
The vehicle had multiple problems that were addressed one at a time and correctedNothing was misdiagnosedThe vehicle was driven by Mr*** before the Hybrid battery issue became apparent
While we regret Mr*** continues to have problems with his vehicle, we feel we did nothing wrong in the servicing of his vehicle
Sincerely,
PEARL INSURANCE
*** ** *** Senior Vice President
Underwriting & Risk Management
GSKict
Initial Consumer Rebuttal /* (3000, 14, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is not fully honestThe car was not brought in for a recallIt was brought in to check the engine error codes and to remedy the shaking and high idlingThe service department had to bring in a regional representative to help diagnose the issuesAfter recommended repairs were performed over a month period, I came to pickup the car and explained to the shop foreman that it sounded and felt identical to the way I brought it inI was advised to take the car home overnight and report backThe very next morning, not weeks later, multiple error codes appearedI then took the car back in that same morning to be repaired againThe new diagnosis was a hybrid battery replacementThe hybrid battery and engine repairs are separate issuesThousands of dollars later I made the decision to no longer own Lexus vehicles and/or have them serviced by Lexus of PeoriaI traded the vehicle in to *** *** of Eureka, IL*** *** confirmed that the engine was still having the same issues and the repairs Lexus of Peoria performed were either misdiagnosed or improperly performedI am out the $2,paid for shoddy engine serviceThat does not include the cost of the hybrid battery and installation
Final Business Response /* (4000, 19, 2015/07/08) */
July 2,
Revdex.com of Central Illinois, IncHarrison Peoria, IL XXXXX
Re: *** ***
Case #XXXXXXXX
To Whom It May Concern:
Mr***'s vehicle was evaluated and serviced per Lexus Technical Standards by Certified Lexus Technicians
While we regret Mr*** was not satisfied with his experience at Lexus of Peoria, we do not feel Lexus of Peoria did anything wrong in diagnosing or servicing this vehicle
Sincerely,
PEARL INSURANCE
Greggory SKetay Senior Vice President Underwriting & Risk Management
Greggory SKetay Senior Vice President - Underwriting & Risk Management