Rohrich Lexus

Lexus District service manager has reviewed the issue and has determined the condition to be damage, not a defectWarranty coverage for this repair declined as it is not a manufacturers defect

We would welcome the opportunity to inspect the vehicle again at no charge and perform any repairs that are covered by the vehicle warranty

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The splitting is from pore to pore in the seat It is in a place where my legs don 't even touch the seat during driving, so how can it be wear and tear? This is a design flaw from Lexus Leather seats should never be porous for air conditioning (these are air conditioned seats) If Lexus repairs my seats, they have to repair all seats with air conditioning and it will cost them a lot of money in the future Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I went to check brake noise problem with the dealer I bought the car and they failed my inspection because they said the noise I hear is the StrutMy mechanic looked it over and did say I need a new Strut, so brake noise was not from manufactured shims, or my actual brakes or calipersWhich I paid for new shims and new brakes when they were fineI feel like I was being lied to because I am a woman and paid for unnecessary parts/work that did not need replacedI would like a refund since these services were not necessary or the cause of my issue Regards, [redacted]

Lexus has agreed to repair the vehicle at no charge to the owner

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below They sent pictures to the district manager before and the manager rejected the claim He said that it was wear and tear Will he/she change their decision? Regards, [redacted]

To whom it may concern:We have received the complaint number [redacted] which involves a customer of ours There are two different complaints included by the customer The first has to do with turning in her lease on, or around May 2, After speaking with Lexus Financial the reason they are charging the customer for tires is because, while the tires she turned in had ample tread depth, the size the customer placed on the vehicle was not correct for the specific manufactured requirements The second complaint has to do with a representative of Lexus Financial which is not a company under the ownership or responsibility of The Rohrich Automotive Group We have notified several management personnel at Lexus Financial of the complaint which they would be handling according to their company policies While we are very sensitive to the customer's complaint in this case, we feel the responsibility of placing the incorrect tire size on a turned in lease vehicle does not fall under Rohrich Lexus We would like to offer the customer to come to the dealership to discuss some alternate solutions as well.Kind Regards, Jason F [redacted] General ManagerRohrich Lexus

I would like a specific answer such as what is covered and what isnt. I took it in last time under the assumption of warranty but I walked out... having to pay for the work. I also walked out with a bogus explanation about the issue. I cant help but to feel they made the offer thinking it would close the BBB report and they could do as they have done before and place blame. I can not and will not walk in not know what I am paying for and walk out with the same problems such as no heat or cooling in the cabin. I have attached a picture of the one of the many failures that are apparently not covered under the warranty. There are many issues in this lemon that should not have been certified and Rohrich refuses to repair under warranty or to talk to me with out berating me as they have done before. Again I was forced to pay them for a broken system that they blame on a filter. Keep in mind last year I paid for a new battery that was not giving me problems but somehow Rohrich managed to find a problem. The car was in my hands barely over a year . Regards, [redacted] ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Mr***, As the consumer I don’t differentiate between Lexus and RohrichThe car was leased then subsequently purchased from RohrichAt this point I would prefer to speak to the owner of your dealership, and the person from Lexus who made this decisionCan you please facilitate this request for me? In addition, I wanted to again call your attention to some of the events, to this point, that make this particular issue very curious to me. The car was brought in for service in March for a misfire but nothing was foundThe Customer Support Program for Engine Misfire (Intermittently Runs Rough) recall letter from Lexus was received in November The car was brought in November based on the CSP notification received the same month and specific to the car VINBut again nothing was foundJune the car was again brought in for a misfire but nothing was foundThen in December the car was again brought in for check engine light and misfire/runs rough but this time *** was told the issue was related to the CSP notification of November She was also told the repair would not be covered because it was too expensive and outside the year program periodPlease let me know if I misrepresented or omitted anything. What’s curious to me is that the car was in for service, specific to an engine misfire and the CSP letter, times before it was actually identified as the issueThen on December 3, when the car was brought in for a 4th time Rohrich submitted case# *** to Lexus for the repair of this vehicle specific to Customer Support Program for Engine Misfire (Intermittently Runs Rough) noticeLexus denied the claim because it was outside the year program period. However, according to your service manager the vehicle was ‘days’ beyond the year program period and too expensive to repairSo one additional question is how was the start date, or the “in-service date”, of the year program period identified and calculated? I also wanted you to know that on a least separate occasions, over the years, this vehicle has lost power while drivingI’m not suggesting it’s related but does have the same symptoms as the CSP notification, and is a real safety issue in my opinion. Thank you again for your timeI look forward to your response

Lexus issued a customer support program for this issue which was in effect for years from the purchase date, this vehicle is beyond the program guidelinesLexus has offered Ms*** goodwill assistance in the amount of $toward the repairRohrich has also offered additional
goodwill of $500.00 towards the cost of the repair

Lexus has agreed to repair the vehicle at no charge to the owner.

Photos of the seat concern have been sent to Lexus to review for warranty consideration. A decision has not  yet been made.Keith K[redacted]Service ManagerRohrich Lexus

To whom it may concern:We have received the complaint number [redacted] which involves a customer of ours.  There are two different complaints included by the customer.  The first has to do with turning in her lease on, or around May 2, 2017.  After speaking with Lexus Financial the...

reason they are charging the customer for tires is because, while the tires she turned in had ample tread depth, the size the customer placed on the vehicle was not correct for the specific manufactured requirements.  The second complaint has to do with a representative of Lexus Financial which is not a company under the ownership or responsibility of The Rohrich Automotive Group.  We have notified several management personnel at Lexus Financial of the complaint which they would be handling according to their company policies.  While we are very sensitive to the customer's complaint in this case, we feel the responsibility of placing the incorrect tire size on a turned in lease vehicle does not fall under Rohrich Lexus.  We would like to offer the customer to come to the dealership to discuss some alternate solutions as well.Kind Regards, Jason F[redacted]General ManagerRohrich Lexus

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The splitting is from pore to pore in the seat  It is in a place where my legs don 't even touch the seat during driving, so how can it be wear and tear?  This is a design flaw from Lexus.  Leather seats should never be porous for air conditioning (these are air conditioned seats).  If Lexus repairs my seats, they have to repair all seats with air conditioning and it will cost them a lot of money in the future. 
Regards,
[redacted]

I would like a specific answer such as what is covered and what isnt. I took it in last time under the assumption of warranty but I walked out...

having to pay for the work. I also walked out with a bogus explanation about the issue. I cant help but to feel they made the offer thinking it would close the Revdex.com report and they could do as they have done before and place blame. I can not and will not walk in not know what I am paying for and walk out with the same problems such as no heat or cooling in the cabin. I have attached a picture of the one of the many failures that are apparently not covered under the warranty. There are many issues in this lemon that should not have been certified and Rohrich refuses to repair under warranty or to talk to me with out berating me as they have done before. Again I was forced to pay them for a broken system that they blame on a filter. Keep in mind last year I paid for a new battery that was not giving me problems but somehow Rohrich managed to find a problem. The car was in my hands barely over a year . 
Regards,
[redacted]

We would welcome the opportunity to inspect the vehicle again at no charge and perform any repairs that are covered by the vehicle warranty.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I went to check brake noise problem with the dealer I bought the car and they...

failed my inspection because they said the noise I hear is the Strut. My mechanic looked it over and did say I need a new Strut, so brake noise was not from manufactured shims, or my actual brakes or calipers. Which I paid for new shims and new brakes when they were fine. I feel like I was being lied to because I am a woman and paid for unnecessary parts/work that did not need replaced. I would like a refund since these services were not necessary or the cause of my issue. 
Regards,
[redacted]

Lexus District service manager has reviewed the issue and has determined the condition to be damage, not a defect. Warranty coverage for this repair declined as it is not a manufacturers defect.