Ray Catena Lexus

Review: I purchased a new Lexus RX 350 on Feb. *, 2009 along with a retail protection program. That protection program covers "punctures, rips, tears and burns on the leather seats. Should ...occur the damaged area will be replaced with either an upholstery insert or replacement seating component. " The leather on the front seat started wearing out very early. I would show it to the service rep each time I brought the car in for other repairs. They said because it was wear without a complete tear it was not covered.

By October 2013, the seat was clearly showing several tears. The service rep was responsive and said there was a way to just replace the side panel in the seat where the tears were. [redacted] said he would speak with the head service manager who was away. In the mean time I knew that the seat tears would only get worse an make the need for a repair clear. At the end of January 2014 I called for an appointment for the service representative to finally replace the side panel of the seat. He gave me an appointment for Monday morning Feb. [redacted]. I had thought I picked up the car on Feb. [redacted] 2009 so that would not be a problem. When I drove through the snow storm on Monday Feb. [redacted], 2014, , the rep I made the appointment with was not there. Also the rep who had been helpful before with the car and the option on replacing the side panel of the seat no longer worked at the company. Instead I was now told that the seat was a grey area and Lexus didn't necessarily have to cover it. I also showed them some small areas where paint had been chipped. [redacted] said he would touch up the paint at a later date when I was having a service visit. I told him I was not having a service visit for another 12,000 miles. I wanted him to deal with it now. He said not to worry about the paint he would do it later. He then suggested I make another appointment when the company that does the leather work would be there. I said I was clear with the reason for my appointment today, that I had driven through the snow storm that had shut down much of Westchester, and I wanted Lexus to deal with the seat issue now. I did not feel comfortable with a "trust me" approach given that the previous service rep who suggested how to fix it was no longer with the company. By the way, I weigh 145 pounds and usually wear smooth gym pants. Lexus service said maybe I wore rough clothing or had belt buckles scratch the seat. Neither of which were true.

After I refused to go away without a resolution, [redacted] finally said he would contact the company that does the leather work. He said it would take several days. After not hearing from Lexus for over two weeks, I called the service manager, [redacted]. He did not return my call and instead had [redacted] call Saturday. I asked to speak with [redacted] but was told he was not available. Then on Monday Feb. [redacted] a service rep finally called to say that the claim had been denied because I was a day late on the seat repair policy. I had bought the car on Monday Feb. * 2009 and picked it up either than night or the following morning Feb. [redacted]. 2009. Lexus service never dealt with me in a professional way. They were always looking for a way not to cover the damage. They gave me a service appointment for the policy that was a day late, but even at that service appointment they continued to try and put me off, make me go away. They forced me to be insistent to get them to contact the leather replacement company, So Lexus service can put me off for months, and take three weeks to return a call. But if they give me an appointment a day after the policy date then they have no responsibility for honoring the policy they so willingly sold me?! In no way were they ever helpful, only obstructionist.Desired Settlement: They should replace the side panel of the leather seat.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: This covers both lousy customer service AND the product. I purchased a Lexus IS250 3 months ago, after 2 months the navigation system died. The car has been in "repairs" now for a month. The dealership provides no information on the status and the ETA of repairs. I have spent a lot of my personal time and effort dealing with this lemon situation for which I have paid top dollars.Desired Settlement: I need the vehicle replaced ASAP for the same vehicle, with additional compensation for time lost and risk of another Lexus lemon. Thank you for your assistance.

Business

Response:

In response to your request regarding [redacted]’s situation with [redacted] Lexus. We repaired his vehicle to his satisfaction and Lexus corporate offered a service credit towards any future services. [redacted] seemed content with the result. Please contact me with any questions. Also please acknowledge receipt of this email.

Thank you,