Complaint Review: Lexus of Manhattan & Lexus Corportation - New York New York

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.