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Lexus of Manhattan & Lexus Corportation false promises, mistreated, filthy and so much more New York New York *UPDATE ..thanks Rip-off Report
I bought a brand new 2002 Lexus ES 300 from Lexus of Manhattan on 8/16/02. A couple of days later, I found a problem with the sunroof, which was rattling, when it hit bumps.
I brought the vehicle in for the 1000 miles check up and for the repair. Days later they said the car is done, so I went to the dealership to pick it up. The sunroof wasn't installed properly and I found a cut on the headliner, which was done while they were installing the sunroof.
It was the beginning of the nightmare with this vehicle. I had to come back to the dealership for the headliner and sunroof, which took about 2 weeks to install and fix them, and it wasn't done correctly. I found a gap between the front pillar and the plastic cover, the middle pillar cover was loose, and the rear end of the passenger side headliner was tilted little. The rattling from the sunroof wasn't severe but was still there. Do you think I can ask them to install them again? I am scared that they might ruin them more.
I found more problems with this vehicle; the noises from the front passenger side door and from the rear doors. I even found out that the driver seat is making noise. They installed the noise kit for the front passenger side door, and did some adjustment on the driver seat.
When I brought the car for the problem (rattling noise) with the rear doors. They told me that they could not find any problems. They showed me the work report showing that they test-drove the car for three times. They treated me like a kind of psycho.
I had to bring it home even though the problem was not resolved. I brought it back for the second time on 12/3/02 and requested a test drive with one of technicians. I test-drove the vehicle with the assistant service manager. He heard the noises and I dropped it off at the dealership for the repair finally.
Somehow the dealership, Lexus of Manhattan, has the reputation of not calling customer to inform the status of the vehicle. Once they give me a loaner car, it was up to me to find out about the vehicle. I called 12/4 and 12/6 to find out the status of the repairs. On 12/6/02 they told me that the car is done and I could come in and pick it up on 12/7. I went to the dealership to pick it up on 12/7. First, I had to wait an hour, because the car was not washed. Second, I found the back cover of the driver seat was detached(another hour). I guess they did not inspect the vehicle before they returned it to me; one time I found a razor blade between the gap of the passenger side seat and the back support. They told me that they replaced the rear brakes, rebalanced all 4 tires, and put noise kits on the both of the rear doors and more.
The car was dirty; the greases were everywhere, I requested to clean them but they were still there. Can I ask them to replace the part with grease on?
I drove it out and headed to homethe noises were still there. I turned around and brought the car back to the dealership and requested for repair again (the third time).
Since 12/7/02, I heard nothing from the dealership. I called them on 12/9 and 12/10 and talked to the manager, and assistant manager. It did not do any good. When I talked to the manager on 12/9/02, he told me that the car is going to be done today - another lie!!!
I bought a brand new car about 4 month ago, but now it seems like it is used or rebuild. I don't know what to do now and I was searching the Internet for answers and found this web site. Can you help me? I am trying to use the lemon law; my car was out for more than 30 days for services. Do you think I have a chance to get either my money back or get a replacement car?
Joseph
Staten Island, New York
U.S.A.
2 Updates & Rebuttals
Thank you Rip-off Report for your help!!!
#30
Mon, December 16, 2002
I contacted the Lexus customer (dis)satisfation today and actually I sent an e-mail regarding the problems earlier, and the only answers that they gave me were "call the dealership, and use the lemon law". While I was on the phone with the rep, he contacted the manager at the dealership. He told me that the car is ready as of now. He told me that they spent more 20 hours to fix the problems. Do you think I can actually ise the lemon law? I am going to pick it up today, and I will let you know what they did this time.
Oh, I will send you the picture of the dealership ASAP.
Thank you again,
Joe
The Great Thorn
Bayville,New York,
U.S.A.
Joseph You bought a NEW LEXUS that should be CLEAN bumber to bumper
#3Consumer Suggestion
Mon, December 16, 2002
Joseph
You did not by a used Lexus, Yes you have the right to ask them to replace the parts interior parts that have grease on them.
Joseph If I were you I would fax a "Printer Friendly Version" of your Rip Off Report to Lexus Right a way. Car makers need to know when their dealers have poor C.S.I or Poor service. Some car dealers like to hire Untrained cheap labor to take care of their customers cars.
Sounds to me that this car dealer is not willing to hire trained techs to work in their service department.
If I were you I would also fax a copy of your Rip Off Report to any other Lexus dealers that are in your area.
I think I would also fax a copy of your Rip Off Report to all other luxuary car dealers in your area, Make this dealer know that their compatition will be aware of their inabilities and that they hire "UNTRAINED SERVICE CLOWNS"
Lexus
A Division of Toyota Motor Sales, U.S.A., Inc.
Lexus Customer Satisfaction Department
Mail Drop L203, 19001 South Western Ave
Torrance, CA 90509-2732
Toll free: 1-800-25 LEXUS
Fax: Fax: 310-468-2992
Web site: www.lexus.com
Joseph Could you send the editor a nice JPEG pic of this dealership? I would like to have a picture of this dealership posted on your Rip Off Report real soon!
Consumer Advocate - Rip-off Report.com