I have purchased a Certified Pre-Owned 2006 Lexus GS300 with 59k back in October of 2012 in Carlsbad, CA.
When purchasing the vehicle, I was notified that I would have a 3 year / 100,000 mile warranty for the vehicle.As of today, 6/23/2015, my vehicle has around 96k miles.
I was in Las Vegas the past weekend to visit family, as I woke up Saturday morning, to find my vehicle’s Rear view mirror has fell off. This is a safety hazard, making this vehicle un-driveable.
I immediately called Keyes Lexus to schedule an appointment. The following Monday around 3:30pm, I met with the service rep Steve McAloon. He stated he will start to investigate the issue, and have answer in about an hour. After waiting in the lobby, I was suggested to contact a "FOR A WINDSHIELD COMPANY (SAFELITE) TO COME AND INSTALL IT PROPERLY TO ENSURE THAT IT DOES NOT COME OFF AGAIN IN THE FUTURE."
Here is a screenshot of the absurd suggestion: http://gyazo.com/337b93c125ea0d0bad1fa02144230f9d
Which I found completely outrageous that they would even suggest for me to submit a claim with my insurance to have me pay to have a windshield replaced, as opposed to repairing the issue which is obvious that the glue came undone/defective.
When I voiced my issue with submitting a claim with my insurance, what the service rep "Steve McAloon" stated was that he is going out of town, and will have me in a loaner , and the service manager "Allen Pliss" will contact corporate and take care of me.
I took the loaner, thinking I was in good hands. Little to my amusement, I called on Tuesday and the service manager Allen was helpful, and stated it takes Lexus corp 24 hours to respond, and that he would directly contact me to update me of the status of my vehicle.
I did not receive a call on Wednesday, I called Allen on Thursday, and was told since I am a "loyal" customer, they will cover 50% the cost of replacing the windshield, and I would pay the rest, plus labor.
I stated my issue with this offer, since this requires me to pay out of pocket for a defective rear view mirror. I found that unacceptable, which Allen somewhat agreed, and tried to work with me. He stated he will contact corporate again, and suggested that I should also.
After contact Lexus corporate in Torrance, the very nice rep in the Customer Service Satisfaction department named Cassidy, who documented my issue. She stated that she has never heard of such an issue and also assumed that this would be covered in my warranty. She then notified me that it is standard for Complaints to reach a Case manager within 48 hours.
This being a Thursday around 2PM, she stated most likely I would have to wait till Monday to even speak with a case manager.
Now, my car has been at the dealership since Monday the 22nd, and since Allen stated that the answer from Corporate has been determined that is the best they can do, and my car does not fall under warranty, and only the first 4 years or 50k miles are covered. Funny thing is, as stated above, I purchased this car as a CPO with 59k miles. Which is funny since the Lexus Corp website states: "Warranty covers repairs and adjustments needed to correct defects or workmanship, with exceptions. Comprehensive. 3 years from date of pre-owned sale or 100,000 total vehicle miles, whichever comes first"
Screenshot of excerpt :http://gyazo.com/00163714304fcb39fa45f7ea5ad309e8
So now that I have a vehicle that is "out of warranty", I am forced to either have a vehicle that is a safety hazard that I drive with, or I pay the 1k out of pocket. I called back Allen, but he was busy, so I left a message. 2 Hours later no call back, so I decided to call Steve McAloon back directly to discuss this issue, attempt to provide an reasonable resolution.
When I spoke with Steve, he was immediately defensive, when i stated my current dilemma of having a unsafe vehicle / paying 1k out of pocket/ paying rental fees, and stated that is all that he can do for me. This caused extreme frustration, and was told that since I am unsatisfied, for me to work with his Supervisor instead, which I was completely happy with. I requested that he would confirm that he is available right now, which he replied he will and hung up the phone up on me, while I was prepared to hold for Allen.
After calling back and attempting to get to the top with this issue, I spoke with "Martha" who is also a service supervisor, and notified her my issue. She stated that since Allen is more up to speed, she would have him call me back in 15 mins. I accepted, and waited for the call.
Once Allen called me back, I asked, since Lexus was somewhat kind enough to provide a loaner vehicle, I ask if they could at least cover the cost of the loaner till I speak with the case manager on Monday and get a definitive answer.
I was told again, I do not have "warranty" and that this is all they can do for me. Enterprise owns the vehicles and will charge me if i do decide to keep this loaner till Monday.So here I am, stuck with a defective rear view mirror, that I either have to pay 1k, or get an insurance claim processed at my expense. Or just pay for the loner for the 4 days till Monday to "see" if the Lexus Case manager at Corporate will say.
This is the worst car experience I have dealt with in the 18 years of owning cars.I would suggest not going to this location, if you would not like to experience the hell, and jump through all the hoops i did to get no reasonable resolution.I hope not all locations are like this place. It is a shame, since my family and close friend’s at least own 4 Lexus vehicles, due to my recommendations. I am hopeful that this one bad apple of a service rep does not ruin my love for Lexus.
I am unsure If I should drive my unsafe vehicle or pay the loaner till I get an answer.
If I found out sooner than Monday, I will update this post.
Keyes Lexus Reviews
My experience with Keyes Lexus of Van Nuys
I have purchased a Certified Pre-Owned 2006 Lexus GS300 with 59k back in October of 2012 in Carlsbad, CA.
When purchasing the vehicle, I was notified that I would have a 3 year / 100,000 mile warranty for the vehicle.As of today, 6/23/2015, my vehicle has around 96k miles.
I was in Las Vegas the past weekend to visit family, as I woke up Saturday morning, to find my vehicle’s Rear view mirror has fell off. This is a safety hazard, making this vehicle un-driveable.
I immediately called Keyes Lexus to schedule an appointment. The following Monday around 3:30pm, I met with the service rep Steve McAloon. He stated he will start to investigate the issue, and have answer in about an hour. After waiting in the lobby, I was suggested to contact a "FOR A WINDSHIELD COMPANY (SAFELITE) TO COME AND INSTALL IT PROPERLY TO ENSURE THAT IT DOES NOT COME OFF AGAIN IN THE FUTURE."
Here is a screenshot of the absurd suggestion: http://gyazo.com/337b93c125ea0d0bad1fa02144230f9d
Which I found completely outrageous that they would even suggest for me to submit a claim with my insurance to have me pay to have a windshield replaced, as opposed to repairing the issue which is obvious that the glue came undone/defective.
When I voiced my issue with submitting a claim with my insurance, what the service rep "Steve McAloon" stated was that he is going out of town, and will have me in a loaner , and the service manager "Allen Pliss" will contact corporate and take care of me.
I took the loaner, thinking I was in good hands. Little to my amusement, I called on Tuesday and the service manager Allen was helpful, and stated it takes Lexus corp 24 hours to respond, and that he would directly contact me to update me of the status of my vehicle.
I did not receive a call on Wednesday, I called Allen on Thursday, and was told since I am a "loyal" customer, they will cover 50% the cost of replacing the windshield, and I would pay the rest, plus labor.
I stated my issue with this offer, since this requires me to pay out of pocket for a defective rear view mirror. I found that unacceptable, which Allen somewhat agreed, and tried to work with me. He stated he will contact corporate again, and suggested that I should also.
After contact Lexus corporate in Torrance, the very nice rep in the Customer Service Satisfaction department named Cassidy, who documented my issue. She stated that she has never heard of such an issue and also assumed that this would be covered in my warranty. She then notified me that it is standard for Complaints to reach a Case manager within 48 hours.
This being a Thursday around 2PM, she stated most likely I would have to wait till Monday to even speak with a case manager.
Now, my car has been at the dealership since Monday the 22nd, and since Allen stated that the answer from Corporate has been determined that is the best they can do, and my car does not fall under warranty, and only the first 4 years or 50k miles are covered. Funny thing is, as stated above, I purchased this car as a CPO with 59k miles. Which is funny since the Lexus Corp website states: "Warranty covers repairs and adjustments needed to correct defects or workmanship, with exceptions. Comprehensive. 3 years from date of pre-owned sale or 100,000 total vehicle miles, whichever comes first"
Screenshot of excerpt :http://gyazo.com/00163714304fcb39fa45f7ea5ad309e8
So now that I have a vehicle that is "out of warranty", I am forced to either have a vehicle that is a safety hazard that I drive with, or I pay the 1k out of pocket. I called back Allen, but he was busy, so I left a message. 2 Hours later no call back, so I decided to call Steve McAloon back directly to discuss this issue, attempt to provide an reasonable resolution.
When I spoke with Steve, he was immediately defensive, when i stated my current dilemma of having a unsafe vehicle / paying 1k out of pocket/ paying rental fees, and stated that is all that he can do for me. This caused extreme frustration, and was told that since I am unsatisfied, for me to work with his Supervisor instead, which I was completely happy with. I requested that he would confirm that he is available right now, which he replied he will and hung up the phone up on me, while I was prepared to hold for Allen.
After calling back and attempting to get to the top with this issue, I spoke with "Martha" who is also a service supervisor, and notified her my issue. She stated that since Allen is more up to speed, she would have him call me back in 15 mins. I accepted, and waited for the call.
Once Allen called me back, I asked, since Lexus was somewhat kind enough to provide a loaner vehicle, I ask if they could at least cover the cost of the loaner till I speak with the case manager on Monday and get a definitive answer.
I was told again, I do not have "warranty" and that this is all they can do for me. Enterprise owns the vehicles and will charge me if i do decide to keep this loaner till Monday.So here I am, stuck with a defective rear view mirror, that I either have to pay 1k, or get an insurance claim processed at my expense. Or just pay for the loner for the 4 days till Monday to "see" if the Lexus Case manager at Corporate will say.
This is the worst car experience I have dealt with in the 18 years of owning cars.I would suggest not going to this location, if you would not like to experience the hell, and jump through all the hoops i did to get no reasonable resolution.I hope not all locations are like this place. It is a shame, since my family and close friend’s at least own 4 Lexus vehicles, due to my recommendations. I am hopeful that this one bad apple of a service rep does not ruin my love for Lexus.
I am unsure If I should drive my unsafe vehicle or pay the loaner till I get an answer.
If I found out sooner than Monday, I will update this post.