Lexus Reviews

My conversation with the Lexus of Sarasota Service Rep went something like this... "Well, we have to weigh several factors. How many vehicles have you purchased from us?" which the answer is this is my 4th Lexus, and OBTW, my 2007 Lexus Dashboard is sticky and chipping as well, and this vehicle is still under warranty. "How much Service have you done with us?" And although, I have performed almost some of my service has been performed at Sarasota, the majority has been done with the Lexus of Tampa, because they are conveniently located near my office and they have better service. Lexus is Lexus and none of these issues should even matter, as Lexus should stand behind their product. Lexus of Sarasota are now going to take pictures and request a "Good Will" repair ... Stay tuned as I have zero confidence that Lexus knows how to do the right thing for their customers. They have a sticky and cracking Dashboard issue that they simply refuse to own. These will be my last Lexus vehicles because I will not purchase another Lexus if they do not resolve my problem.

I faithfully had my car serviced the entire time that I had my car. When I asked to speak with someone else at the Corporate office they decided that they will pay for the labor and I can pay for the parts. I feel that when you buy a Lexus, you should never have to worry about a issue like a melting sticky dashboard. I have purchased Hondas, Mercedes Benz, and Jaguar and never had an issue like this. I will be in the market again for a new car and I will not take a change and buy another Lexus and have to worry that the same thing will happen.

I am going to try and get my arm up on there where the firewall meets the bell housing and pull the grommet out. This car has had fuel rail recalls, valve recall, piston ring recall and several visits for squeaky brakes. All these problems are really unacceptable for what is supposed to be a well built car.

I have contacted Lexus every other day for three weeks before I received a reply from someone. I think when you look at the price of the Lexus ES, Lexus really cheap out, claiming heated wood steering wheel - none of the wood is heated, ventilated front seats that do not work very well, no sunglass holder, no compass on the mirror if you upgrade to a GPS, and very poor voice commands on the GPS system. The vehicle feels very cheap; when you close the door, you can hear it is hollow. My vehicle is 6 weeks old and I have had the amp and subwoofer replaced as it blew, and a door speaker and the system still sound terrible. Lexus just "band aids" the issue and is not fixing it. My fear is if Lexus cannot remedy a stereo issue, what will happen when it is a really big issue?

In June of 2012, the same thing happened. The car went from 25 to 80 miles and even when brake was applied, the car would not stop. At this time, the car was in shambles. The car finally stopped when it hit a light post. The car was written off by my insurance company. I called Lexus Corporation and they wrote me back a letter which insulted my intelligence. This has left me with post traumatic syndrome shoulder pain, knee pain and fear of driving. It affected my livelihood as I'm a home health medicare nurse. It bothers me that a big corporation as that doesn't want to take responsibility for their product.

The reasons for selling this car are because (1) I never heard any reply back from Toyota Motors after submitting a letter to customer service. (2) my wife and family members in Asia was afraid of us driving it in the United States with an accident. Furthermore, they live very far away to come to our immediate attention if we were involved in an accident. (3) Lastly, there were sad news happening here and there because of this "sudden acceleration" issue. Finally, I sold the car to CarMax dealership in Monrovia, California in March of 2011 with less than 7,000 miles on the odometer.

At first, I even went to Longo Lexus/ Toyota (which is the largest Toyota dealership in the United States) to sell the car back, but they explained that there is no recall on my car. The Longo Lexus service foreman even went on a test drive with me in my car and on the street. Also, Longo Lexus/ Toyota refused to give me a reasonable offer to buy my car back. I paid $40,000 brand new and sold the car at a big loss for only $24,000 to CarMax with less than 7,000 miles on the odometer because we were afraid to drive the car.

Continuously, our friends and family comfort me that life is more valuable than losing money on a known trouble car. How come Toyota never bothered to help when we have an issue? What happened to good old Toyota reputation? Kindly help me in this matter!

Original Review: Feb. 27, 2013

My complaint is consistent with many of the complaints on this site - Lexus customers having to deal with Lexus not honoring their warranties. I've never heard so many excuses about why something included under a warranty will not be covered by Lexus!

A leaking water pump was found by a prior Lexus technician now working at a Toyota dealership on my '08 Lexus 350ES. He showed me the spray from the colored fluid on the pulleys, etc. in the area of the water pump. I told him since the car has 63k miles plus is a Certified Pre-Owned vehicle that the replacement would be covered under warranty at Lexus. I scheduled with Lexus and was told yes, they would replace a leaking water pump. I was called only a few hours later with the news that Lexus denied I had a leak at all.

I told the rep that yes, I saw it myself! I also reconfirmed with Toyota that they felt it should be replaced - they responded, "Absolutely." When I arrived to Lexus, the story changed a bit - they were now acknowledging that there is a leak; however, it's not bad enough for Lexus to cover it or do anything for that matter! What? I asked where (in writing) did it state that Lexus determines if a leak should be covered, and that warranty issues were subjective to the dealership's opinion? The service manager says it doesn't state that anywhere. I was then shown a picture of a pink engine (obviously with a leak so bad the car was probably not drivable without overheating!) I was told since my car didn't look like that, they would not be replacing the water pump!

I purchased this car a year ago from Nalley Lexus so I have been getting it serviced at Nalley Lexus - Roswell, GA. to keep all warranties valid. This is my 2nd Lexus and I will never make the mistake again of putting any faith in Lexus making good on their word. The Lexus warranty states water pump problems/failures are covered under the Powertrain warranty. Any leak (especially causing spray) should be considered a failure.

After getting irate with the service reps, I was sent on my way, leaving my car there to "wait" for "Lexus people" to look at it and determine if they will or won't replace my water pump. I don't have the time to fool with this ridiculous runaround from Lexus! Do yourself a favor, and don't buy Lexus vehicles. They are not striving for excellence by any means! What a joke!

I must say it is the most embarrassing and uncomfortable smell to have in the cabin of your vehicle especially when you have family or friends travelling with you. I never knew owning a Lexus will cause such discomfort to me and my family; imagine if a child is being transported in the very same cabin. I hope someone could help resolve the problem, thank you.

At about 40,000 it started smoking a little again. I just let it go thinking it wasn't that bad. Big mistake. Now I have a car that when I start it up, the car looks like it's on fire. This engine has 80,000 miles on it so I talked to Lexus USA. They told me to take it to a dealer and run a test on it. I took it to Rohrich Lexus in Pittsburgh - very nice people, very helpful. The service manager was excellent. He ran tests and found that there was oil sludge building up in the engine again. So, I called Lexus USA to see what they wanted me to do. I was told their man Jimmy would contact me. Well after several days went by and repeated calls, he called and said his regional manager would be by and determine what would happen.

Well to get to the point, he said that since I didn't have it serviced at Lexus, there's nothing they can do about it. My son-in-law owns a garage so he did the oil changes for me. They didn't want to hear it. So now I'm stuck with a Lexus that isn't worth ** with an engine that only has 80,000 miles on it. They won't help me at all. Thanks Jimmy, you were of no help at all. I called you 10 times, you called me back twice. Good luck with your cars.

The manufacturer advised me that the vehicle was not safe to be on the street without these repairs. I took my concern to Steven and he told me several times that he was not going to fix the problem because he did not have to. He insulted me and my relative and he became very belligerently loud and abusive for no reason. I left the premises and advised him I would be back. It has been 1 month later and this situation has not, up to now, been resolved. Can you please help, because I am paying for car insurance and I have the car payment? This vehicle is just sitting in my driveway for the last 2 months. I have had to rent a rental so that I could pick up and take my son back and forth to college. I hope you can help.

When I needed to truly rely upon Lexus reliability during challenging economic times, you let me and my family down. What is concerning is the fact the other three windows will certainly face the same catastrophic failure. (And surprisingly, considering the fact that the windows are hardly ever used as the Florida heat makes the AC priority one). The bottom line is this: Why would I ever buy another Lexus product when price and value are so far apart? Please let me know how you may be able to help given the aforementioned situation that my family and I currently find ourselves in.

Lexus Service Specialists phone reply: "As you did not visit our service department and took your car to a private repair facility, you voided your warranty." My car was well out of warranty, but they said that the "CPO (certified pre-owned) Warranty" would have covered this had I gone to the dealer. Well actually, the CPO would not cover a window repair; but the Service Specialists... they would have helped if I would have asked. Wow, with my other Lexus which had several service issues, the dealership was very specific that the warranty did not cover my problem and all costs would be borne by me. It is so sad to be witnessing the demise of the famed Lexus brand name. My friends and neighbors, who also own Lexus products, have also commented "never again" when asked if they would purchase another Lexus, as their own experiences have been much worse than mine… so sad.

5. Low quality rotors and break pads (replacement cost $1000+).

I called Lexus HQ, but they will not help or take any responsibility for the engine (water pump issue). They asked me to go to the dealership. So the business model is, Lexus sells you a lemon for a high price and for 5-10 years, you keep going to their dealership and pay to replace low quality parts and labor. So, if you are planning to buy a Lexus next time, think again as I won't do this again!

The car has two recalls that needs to be done. The gas pedal keeps getting stuck to the carpet and something that has to do with the fuel, and Lexus is putting my life at risk because I got the car from the States. I really do not understand. The car is still a Lexus and still belongs to Lexus. I'm demanding the repair to be done by Lexus company at least from Japan. If you would at least send me an email to someone I can speak to in Japan, I would really appreciate it. The car only has about 9000 miles which is considered still new. I've asked the Lexus here in Saudi Arabia to at least check the car from the computer to see what the problem is. They refused and told me the codes wouldn't come up because it's an American spec car which is really just an excuse because I'm 100% sure that it will read all the codes. Please direct me to someone's email, just someone who could help me. I moved to Saudi Arabia and had to ship my car because of my work and was transferred here. I'm seriously going to look up legal actions against Lexus!

I don't want to make trouble but I want to be sure I am not being taken advantage of. I never heard of a car having burn out of fuses due to a bad battery. I repeat, I don't want to make trouble but I would like to know if I am being taken advantage of. Thank you.

I have owned many high end vehicles in my 65 years and never have I had to replace all four tires in such a short time and certainly not a two thousand dollar brake job at 36,000 miles. Something is very wrong here. I bought this car new at IRA Lexus in Danvers, MA in March of 2006, and have overall been pleased with the car. However, this kind of component breakdown (or brake down) is unacceptable on a car which cost $53,000 when I purchased it. I believe that the parts had to be faulty or below acceptable standards for a high end car like Lexus. I look forward to hearing from you soon. This is a very disappointing and costly situation, which I do not feel is up to Lexus standards. Please respond.

During hot Florida summer days while driving with the windows up, the melting dashboard plastic is probably releasing toxins, who knows? The car has only 31,000 miles and the car is already in workshop to replace the GPS screen. Luckily, I had extended warranty which will cover the GPS, but not the dashboard. I talked to the company about the dashboard and they will only supply the parts but not cover the labor cost which is over $700. It's not the cost of labor that angers me but the fact that they agree that the product they used was faulty and still, not do the right thing to take full responsibility and cover the total cost.

My local detail shop cannot get the dye stains out of the sides of the seats and door panel. Bell Lexus did get it out and they put a sealer on the seats and door and within two days the stains were back. David told me that I could bring the car back for seat cleaning but not every week. David also suggested that I not wear expensive jeans or other dark fabrics in the car? Do I tell my clients the same thing? What if I purchased a leather sofa and this happened? Shouldn't the same principles apply?

As a Real Estate professional, I use my Lexus in my business to transport clients. Appearance is an important part of my job. A stained interior will very likely cost me lost sales, lost listings, and fewer referrals. My car is a business investment. Even the non-professional Lexus owner would not like this happening to their supposedly high quality car.

Since David was acting as an agent for the Lexus admits the problem; I want this issue addressed and corrected. It is obviously, an undisclosed defect, in that it is inferior quality material, especially with a tan interior. For certain, the sides of the seats and door panels are made from defective materials. Please correct this problem as soon as possible, for I do not want to suffer any further losses.

I found one person who said that he did the repair himself, described the procedure and took pictures. It was a simple O-ring replacement in the electronic actuator. I crawled under my car, took my own pictures and compared them to his pictures. The leak looked similar. I took the instructions and pictures to a local repair shop, not Lexus.

I went over the information with the owner and he said it looks pretty simple. He put my car on a lift, raised it, removed 3 bolts and slid off the actuator. The O-ring was bad. Lexus did not have an O-ring in stock but Toyota did, which was the same part number. The O-ring was $5.00. Lexus was probably charging $20.00. He replaced the O-ring and reinstalled the actuator in less than one hour.

This $2,000, 20-hour labor job took one hour and cost me just $85.85. Now, that makes me feel good but very angry at the same time, knowing how I could have been ripped off. I just want to let the public know that you should do some investigation on the Internet before making a high dollar commitment. You might find an answer that will save you thousands of dollars.

When I took the car in, they charged me $75 to run the test plus the cost of the filters. Now, I called them back and told them that I am having the same problem and I need to bring it back and wanted to know if I would be charged again. The gentlemen on the phone said I would be charged again and there was nothing they could do about it at all. So now, I need to take the car back, pay again and there is no guarantee they are going to fix it. I’m very angry about this.

What is your answer for this problem? Thanks in advance.

Also, the car is now in the workshop for the service (40,000 Km) with the same issue. They are still telling me they will find out the problem to fix it. Today, I took the history report of my car to complain about it in the ministry of economy because I feel as I wasted my money when I bought this car.

I am looking forward to hear from you.

I took the car to a more local Lexus dealership, prior to even discussing the situation with me, they called corporate and left a message. They felt the car was dangerous, and there was a bracket missing from the engine department, and the engine was moving. The only response from corporate is that, this is a labor issue. I took the car back to the original dealership, and was told nothing was wrong with the car, other than the wrong rack.

1 person told me the rack was too long. Another person at same dealership said the rack was too short, but perfectly safe! The engine moving was just 1 of those things that happen, changing or (evidently checking) the mounts are not part of an engine replacement job, but they would call the dealership, to inquire what was meant by the missing bracket. Obviously, the call was never made. Now, I am having issues getting the car fixed, because honest people won't touch the car, because they do not feel that I should be paying for repairs. Now what?

I called the new owner of Lexus, Dede Anderson at **, and her attorney, Ms.Talara ** at **, called me. She said the insurance company that offered this contract is out of business but I could send my information anyway. But because it was past the 60 days for me to file for reimbursement, it is too late anyway. I was told by Lexus dealership when I purchased the contract that this was no brainer and I would get refund automatically, that Lexus was honest. I just want customers to be aware of fraud at all levels. Thank you.

All of the radio presets were erased without any way to reset them. There is no way to adjust the fan settings for the a/c or heater, I can no longer adjust the base/treble/fade, the backup camera only works 10% of the time and of course, the navigation system is completely non-functional. As the car is only 5 years old and supposedly, a precision, luxury vehicle, one would not expect such major malfunctions affecting multiple systems. Unfortunately, for some reason, they designed all of these systems to be dependent on the navigation computer.

I first contacted the company about this issue over the summer and did not receive a satisfactory remedy. I was essentially told that because so many of the computers were having problems, the company was offering to pay of the cost of the replacement part (but not the labor). Indeed, when I explored the issue on the internet, I found hundreds of posts about this problem and other navigation system issues! Given that the company was not willing to replace the defective screen, I would still have to pay over $1200 to $1500 to cover the cost of repair. Like many people, I do not have that amount of money to spend on an engineering mistake. In addition, I feel that it is wrong to ask the consumer to pay to fix something that is obviously flawed and not a result of owner misuse or wear and tear.

Frankly, I had much higher expectations of Lexus and was dismayed and disappointed that the company was offering such a paltry remedy for such a major issue! This is an exasperating design flaw and definitely tainted my opinion of the quality of the Lexus product, warranty and customer service. However, I did not realize that this system failure was dangerous until the night of the 18th. Over the last week, the screen has started flashing as the system is trying to load. This is annoying and somewhat distracting in the daylight.

However, when the screen flashed a very bright light that night as I was making a left turn at a busy intersection, I almost had an accident. Startled by the sudden light and thinking that the bright flash was the headlights of an oncoming car, I inadvertently swerved into oncoming traffic and narrowly missed being hit by two other cars.

I implored Lexus to issue a safety recall for this problem and replace all of the touch screen systems that have malfunctioned before a tragic accident is caused. Although I realize the cost of replacing these systems is a significant consideration, it will be a small price to pay compared to the bad publicity, loss of consumer confidence, reduction of sales and not to mention, loss of human life that will occur if the issue is not rectified, and if the company does not react responsibly and proactively. Their response to my appeal was to offer the same remedy as last summer, 50% off of the component cost with no willingness to issue a recall or investigate the issue further.

I have covered the screen with a piece of cardboard so that it can't happen to me again, but I worry about other people who may be unaware that this can happen. Especially since there were many reports online of Lexus owners who were having trouble with their navigation systems. I was very lucky to escape injury.

So I believed problem solved. No Way! Since that repair I have been to two Lexus dealerships and servicing that winding noise so much that I have lost count. Just the other day, my wife and her friends were going to the movies, when they all heard a grinding noise from the steering column than a cracking sound. The noise went away and back to the dealership again. But before going back to the dealership, I called Lexus Canada to file an official complaint because I have had enough and the fact that my 5-year-old son who rides in the vehicle is also recovering from cancer and his safety is at stake. When you drive a vehicle that the steering column makes winding, grinding and cracking noises, enough is enough! The car is at 57000 kilometers right now and enduring this for almost 40000 is the most stressful driving experience since my 2000 Jaguar S-type.

They just told me that their is no official similar complaint in North America, but before that, the people working there shared with me that the company knows but has not made anything official because they need some more time. Now that I made the official complaint, they know nothing and say there is nothing wrong with the car? Are they ** crazy! I'm ready to stand in front of the dealership with a lemon the size of the car and ** it. Not only are they lying to my face but they don't mind putting my family in harm's way until the marketing department and engineers find a cost effective way out. It's sad how the dealers service people. All suffered memory loss at the same time I wanted a solution or the problem fixed. They say everything is okay in USA/CANADA. I guess just like the Fukushima nuclear power plant in Japan. Great job, Lexus! You have unbeatable customer care with a ** product.

-higher than quoted fuel consumption

Lexus Quality has deteriorated to the quality of a much cheaper vehicle.

I have had the back windows repaired 3 times. On the 4th visit, they finally replaced the motors, which corrected the problem. I had wasted 3 trips to Lexus, time off from work and finally the issue is resolved. However, now the tint has come off of the back right window. It is apparent, the trouble with the windows being taken out and "repaired" 4 times has caused this.

The CD player has been in for repair also, along with the windows. The CD player is broken, the cover won't open, and will not play. I have been informed by the Lexus Corp. that due to the car being out of warranty, they will not repair it. My argument is the car has been in the service department for the same repairs 3 times, which has never been property fixed. After reading these reviews, I dont think I will ever buy a Lexus again. They have become the "Ford" of the Japaneese.

The dealership, Lexus of Tampa Bay, is a joke. The main headquarters for Lexus is a joke. They both refer me to the other one. I am done. No more Lexus cars. My dream car, that I am still paying for, won't allow me to listen to my CDs. I can't see out of the back right window, and I have been made to feel like I am the scum of the earth by Lexus.

No thanks, I got suckered by the hype the first time, are they kidding?

What a Lousy Lexus Experience!

In May 2011, I received a letter about the recall problems, and weeks later, I brought the car to the local Lexus dealer (Inskip of Warwick) and they replaced the valve springs, fuel pressure pump and gas pedal. About 2 weeks later, my motor was making this ticking noise from my engine. I drove the car for about 50 miles and the noise went away. In October 2011, 5000 miles later, the noise came back but louder and I called them back and brought the car back in to be checked. The next day, I received a call that the engine was knocking and spun a bearing and it's not covered through them or Lexus, because they did an oil change and they stated whoever did the oil change last, put the wrong oil filter (Auto Zone only makes one filter for this model) in it causing the engine problem.

I have done about two dozen of oil changes in my life and never had this problem. I called the Lexus main headquarters in CA and 3 weeks later, they told me that it was my fault and they were not paying for anything. I requested to see the oil filter that was in my car when they did this oil change and was given a different kind of filter that was dirty and very old-looking. I told them this is not the filter that I put in because it was a different color (white) and was bigger, mine was yellow and smaller. They did not want to hear it. So now I have to pay my mechanic to tear down the engine to see if I need a new one.

Upon delivery, I expressed my dissatisfaction and concern about it being water damaged, but got no satisfactory explanation. I might add that I paid a premium because it was a limited edition with only 32,000 miles. The dealership is not accepting or acknowledging that anything is not as advertised or described to me. My dealership in Dallas (Sewell) had been great, and I have already paid $250 additional to try to get the smell out of the car. Do I have any legal rights, or how can I make Scanlon Lexus respond?

The problem I was told was the right rear air cylinder. It cost $1700 to repair. Lexus, being the quality company that they are, offered to cover the labor if I would pay the cost of the part. The cost of the part is $500. I agreed, scheduled the repair etc. When I picked the car up (and wrote the $500 check), our child noticed that nothing in the back seat area functioned - seat controls, shade control and safety belts! I called the dealer (cell phones) and asked if they possibly had to remove the rear seat to replace the air cylinder. Yes was the answer, so I explained the issue. I took vehicle back. Fifteen minutes later, they explained that the tech forgot to plug back in the wire harness. I left again with my Lexus riding like I expected a Lexus to ride, happy Lexus owner.

I wish the story ended there, but nope. Twenty-eight days later, I began hearing the thumping noise again. This time it was with the left rear. I called my Lexus service rep and informed him of the exact same issue again, 30 days later. I explained that I had been on Lexus owner forums since last issues and knew that this was an issue on virtually all LS models. I did not expect to again pay $500 to repair a defect in the vehicle, that I wanted it fixed at no cost. He advised me that I needed to call the Lexus 25 line. I did. I explained it all to the call center answer person. She asked me what I was wanting them to do. I explained that not only did I want them to repair, but I wanted my $500 back from the previous repair. She explained that I would need to schedule to take my vehicle back to dealer and have them diagnose. I did. The funny thing is that this time, I noticed on sheet it said the it was "worn strut mount".

I called Lexus 25 line again and asked what the repair was labeled last time. They replaced the shock mount assembly. I wonder why they told me it was an air cylinder. They informed me that they would again extend me the offer of me paying $500 to fix their defect. I declined and have asked to speak with a dist. rep. She informed me that they are on the road all the time and may have a hard time contacting me. I politely explained that today, with email and cell phones, I expected a prompt return call. I'll let you know when I hear from him or her! By the way, Facebook, a social media, is a beautiful marketing tool. Lexus uses it! The downside is that I do too! I went to their Lexus Cars page and posted my complaint right there in the middle of all their wonderful posts about their wonderful cars. I encourage everybody to do the same. Social media is not just to sell products. It's to inform people!

Also, the engine bogs down and has required complete top engine cleaning (Valves) done twice in less than 40,000 miles. Which when occurs, prevents vehicle from going over 25mph.

For what it's worth, my mother is a very safe, responsible driver and she has never skipped any maintenance on her car. We asked what our options were and they told us that we were past the warranty, so our only option would be to pay the $5k out of pocket. Obviously, we were upset so we called the consumer hotline that they provided us to voice our concerns, and we spoke with a representative named Carlos. He admitted that there were known engine issues with the RX models and said that he would call us back with a solution.

A few days later, he called us and said that he would cover only 50% of the parts. He would absolutely not budge even though we told him that Lexus should cover 100% of the parts and labor as this was a known issue. I feel that Lexus sold us a car with a faulty engine and is now refusing any responsibility. At this point, I am seriously considering suing the company and will never buy a Lexus again.

One of the times, the transmission on the car had failed and had to be replaced. This is the most ridiculous thing to happen on a Lexus at 35000 miles. I have always been a Nissan customer and have 3 Nissan vehicles, at home with one of them at 185000 miles; nothing has ever gone wrong in them.

This time, I thought I would give Lexus/Toyota a chance and it has failed from all my expectations. Being afraid, if when this car would break down next, is a very stressful at this time.

Please let me know how you guys can help with this purchase of mine, so I can have more stress free nights. If you need more info on the vehicle, please email me and I will be happy to send it out. I will also be writing to the consumer board, on how I have been cheated to buy a certified vehicle that breaks down every few months.

Below is some of Art ** from Lexus's responses to my complaint:

"Thank you for contacting Lexus Customer Satisfaction. We are dedicated to providing superior service. In circumstances that require our attention, we will assist in the resolution process.

Thank you for providing us with your comments and concerns with your 2007 ES 350. We apologize this vehicle has not met your expectations. We design our vehicles with our customer ownership experience in mind and it is through correspondence such as yours that we are able to continually improve our products. We appreciate the time you have taken to share your thoughts and to provide us with your view. Please be assured that your feedback has been documented at our National Headquarters."

Later, I realized that anywhere I go, it doesn't have the address due to an old virsion. I contacted the dealer that I bought it from and I was told that I have to buy the new virgin which costs $200.00. I felt like it's not fair to buy it. If you can have them, send it to me without charge. It will be great. Thank you.

I started having "resetting" of the navigation system in my 2006 RX330 about six weeks ago with the issue occurring about every 1.5 hours. Now, it happens every 1.5 minutes. The issue does not interfere with the operation of the vehicle, but it is most annoying. Each time the system resets, the audio system is momentarily interrupted but the hands-free (Bluetooth) connection is killed, rendering it useless.

I went to the Lexus dealer for a fix, assuming the problem would be minor--perhaps just a loose connection somewhere behind the dashboard. Surprise! They concluded that the five-year-old factory-installed navigation system needs complete replacement at a cost of $1740. Unbelievable.

Will I look to Lexus when time comes to buy something new? Unlikely.

I personally feel that this is a special case; I will have to have the vehicle repaired in Europe, so I am prepared to pay for the labor through a Lexus dealer, but I strongly feel that the $1700, plus part I had to order to replace an existing flaw in my Lexus, should not be paid by me. As mentioned, I purchased this Lexus in the United States, I still own another Lexus in the United States, and one day, I will return this Lexus to the United States. My request to have this part paid for has been denied. I find this very hard to believe. The trend with many large companies is a disregard towards customer service that will build brand loyalty. I did not think Lexus was one of these companies, and I am deeply disappointed.

It has been my understanding that Lexus leads the industry in retaining the highest percentage of vehicle owners. Neal Oddes, director of product research at J.D. Power and Associates said that, "By satisfying its customers on many different levels, Lexus consistently enjoys high-retention rates" and “customer retention is extremely valuable in the auto industry because it costs manufacturers less to keep existing customers than to attract new ones, and strong retention fosters favorable word of mouth."

Why now would Lexus want to risk its word of mouth reputation in my case? I have a friend who has been at war with GM over the poorest of customer relations efforts and vehicle issues; I personally found it comforting in owning a Lexus. I do not have to deal with such customer disregard, and would readily make this known. Now, I no longer have comfort in owning a Lexus. Where is the world class customer service that creates retention?

Maybe you should all take a moment and read the following article on customer service. I understand that this issue is falling under what might be considered special circumstances; however, I had believed Lexus would treat me as a loyal customer, not as an invaluable statistic. This is all very unfortunate, and on principle alone, I am not going to stop pursuing a resolve to this situation. I know there has to be someone in the Lexus organization who cares enough to spend $1700 of Lexus money in order to preserve a reputation that has likely taken years and billions of dollars to build.

A colleague of mine recently shared a negative experience he had with a large Canadian airline. He had purchased a ticket to return home last year for the Christmas holiday but was unable to do so because of medical reasons. It was his understanding that the value of the ticket would be honored for one year from the scheduled date of travel. However, the airline's policy was actually to credit the value of the ticket for one year from the purchase date. This information wasn't printed on his ticket, and when he contacted the airline, he spoke with four members of its customer service department, including a senior manager, and received four different explanations of the airline's policy and his possible remedies.

During a time following the horrific events of September 2001, my colleague thought this airline, now more than ever (especially after requesting government relief due to lost revenue), would bend over backward to satisfy him, and keep him as a regular customer. Airlines were slashing fares as much as 50 percent to entice fearful passengers to once again take to the skies. He was utterly shocked and appalled. However, he experienced the lengths to which this airline went in the opposite direction.

Each of the four representatives gave four greatly varied definitions of the airline's refund and rescheduling policy. Each apologized for his inconvenience yet repeatedly told him what they could not - and would not - do for him. In the short term, the immediate savings by the airline were $400, the value of the unused ticket. The net loss over the long term, however, will be much, much greater. Not only will he and his family never use this airline (they spend about $3,000 annually) they are so furious that they've told many friends about this experience. Not surprisingly, everyone they've told has been shocked and appalled, also, saying they, too, will never fly with this carrier in the future.

Understanding that the customer is the source of a company's revenue, it logically follows that every customer must be made as happy as possible, especially so during an industry-wide crisis of historic magnitude. Seeing as it's not the owner of a company that routinely interacts with customers, but rather the sales staff, operators, customer service representatives and et cetera have direct contact. It must be a clearly understood rule that the customer must always feel right.

The customer has to be treated in a way that sets a company apart from competitors. If a company successfully merges this philosophy with a superior product or service, it can earn customer loyalty and in turn, become profitable. Case in point: Nordstrom. A Nordstrom customer's experience provides a perfect counter to the aforementioned airline's woeful customer service practices. For years, the story has circulated about a man who had returned tires to a Nordstrom store, and it provides an excellent example of how to exercise a customer-first approach to business.

The story is true. Nordstrom built a store in Alaska at a location that had previously included a tire store. A man, failing to realize the tire store no longer existed, brought car tires into Nordstrom, and asked for a refund. Despite the company's position as a clothier (seemingly everyone knows the only rubber Nordstrom's sells is on the bottom of sneakers), the sales associate nonetheless issued some type of refund or store credit, thus satisfying the customer. When people talk about this story, many can't remember if it was a man or a woman, a young or old person, but they always remember that it was Nordstrom who put its customer first.

Although this example is extreme, and I don't suggest that a company make a habit of issuing refunds, for merchandise it doesn't sell, the underlying principle stands: For long-term prosperity and patron loyalty, a customer must always feel right, even when she's wrong. Even if a company such as the airline in question doesn't want to adhere to this same level of customer service, or more likely, doesn't believe it can afford to, the only question I would ask its top brass is, "Can you afford not to?" Word of mouth is by far the single most important marketing vehicle a company can hope for. Think of what the word of the mouth may do for this airline's long-term outlook.

Not only has the airline lost loyal customers and likely many more once this story spreads, but more importantly, the employees who initially offered the incorrect information to a loyal customer and then blamed the customer himself for acting on the information he received, are still employed. How much more inaccurate information these employees are going to disperse, and what will be the resulting net loss?

Follow Nordstrom's lead, not the woeful path cut by the airline. Before the next customer crisis arises at your company, I urge you to ask yourself the following questions, so you are prepared to handle the situation appropriately: How does your company resolve customer disputes, concerns, questions or problems? Do your people automatically go on the defensive, citing policies, procedures and counting warranty periods to the day? Is there a mission statement or customer policy in place that governs all aspects of customer service, including conflict resolution?

You can't put the onus on your customers to get it right every time. Too many companies focus on the reasons why they can't help a customer, rather than offering solutions to help fix his problem. The reality is, problems will arise. The problems are not the challenge. The challenge is responding to these problems effectively; these responses help determine a company's ultimate success or failure.

If it were a road hazard then there would be some kind of mark on the rim and/or the side of the tire, but there is none on either. I feel that this is a defect in the tire and should be covered under the warranty. It probably started out very small and is now about an inch and a half long, from the tread inward. This car only has 7,400 miles on it. This is my second lease of a Lexus. I feel I should be treated better than this and the tire should be replaced.

I would like someone to contact me regarding this ASAP.

Steve **

My family and I have been huge fans growing up but no more, even relatives agree. I have a huge network and I lured all of them to Acura or Infiniti. Personally, I will purchase an Acura from now on. Complete garbage. Even a Navigon is more useful than this system. Toyota/Lexus needs to learn from Honda/Acura. Dumbest navigation system in the world, a bunch of entry level employees interning from community college could have done a better job and got the flaws.

Blocking while vehicle in motion is sometimes a problem when in bad neighborhood or the garbage Navi takes me in the wrong highway then I have to stop and try to type something else in. Even looking for gas stations while driving is so difficult. It does more harm than good. Your FAQ states that it costs $200 to update the damn thing because you guys verify, which other companies do not do.

How can a verified navigation have worse guidance than a non-verified company. I've used Honda/Acura, Garmins, Tom Toms, Magellan, Navigon. I've used my phone, Google Maps, 3rd party Aura, Copilot, Audi, Nissan/Infiniti. They all have good or incredible guidance systems. Invest! How do Lexus workers not realize this while driving and complain to themselves. Do they personally have an Acura or Garmin. Boggles my mind. Look what Audi did, they teamed up with Google... just have Google maps on the darn thing.

On May 5th 2011, we took the car to Nalley Lexus and they told us that the AC drain hose was pushed into the car under the carpet by a previous mechanic that did an oil change. They said that they see this all the time. Our contention is the rubber grommet and the amount of hose that is supposed to be sticking beneath the car should be sufficient to keep the hose in place. There is no logical explanation that a mechanic would shove the AC drain hose up inside the car. It is more likely that the hose was dislodged during the installation of the carpet at the factory. The dealership contacted Lexus Financial who administers the warranty; after two days, they denied the claim on the extended warranty.

We then contacted the Lexus Consumer Complaint Department who took an additional six days to inform us that they would not cover the cost of this repair. We were told when we initially brought the car that the cost would be approximately $1100.00. On May 13th 2011, we were informed that the cost is now $1568.00. We originally leased the car on February 10th 2007 and purchased the car at the end of February 2011, along with the Platinum Lexus Warranty.

We have researched this issue on the internet and it is clear that we are not the only one experiencing this problem. The consequence is that we had to pay $1568.00 of which is a financial hardship for us at this time. We have spent over one week researching and dealing with a problem that should not even exist. We are talking about a luxury car and luxury dealership.

We expected the company to stand behind the product they make and not try to pass blame where blame doesn't belong.

Theresa had indicated to me that Toyota, considering my loyalty as a customer (owned three Lexus vehicles), will repair my A/C compressor and related items without a charge by a Lexus dealer upon confirmation that the A/C compressor is a problem. So all I had to do is to pay for the inspection. I have agreed and took my GX to the dealer, paid inspection fees and had the vehicle inspected. As it was expected, the A/C compressor and the clutch needed to be replaced. However, after my vehicle was inspected and I spent money for the inspection fee, Theresa reneged on her commitment to me. I believe that Theresa's motives were not to help me but rather bring additional business to the Lexus dealer and to force me into an overpriced repair by false promises and the aggressive business development efforts.

I had to take the factory TSB for the camshaft timing gear issue into the dealership myself to get them to actually fix that issue. Even then, they tried to say there was something wrong before fixing it finally. I am a single woman, and I have worked in the automotive industry for 17 years, so I am very familiar with cars and it was truly insulting how they treated me like I was some dumb woman that didn't know what she was talking about every time I went in there.

Hands down my car would qualify for the lemon law but the dealer refused to acknowledge the problems, within the time limitations. Every time they would say they couldn't duplicate the problems and send me on my way, and I would experience the exact same problems, literally, as I drove out of the dealers lot. My car value has plunged significantly since all of the recalls and now my car is only worth $15,000, after only 4 years from purchasing if for $51,000. I am at a total loss at this point if I try and sell my car. Nobody wants to buy it even at that price. I am stuck with a lemon and stand to take a huge loss if I sell the car now.

I am livid at the cover ups I have experienced over and over. I have gone as far as writing a letter to the dealership suggesting their cars have electrical issues, among other things, and had no response or concern from them. I have paperwork documenting each time I took the car into the dealer, and notes about things I complained about, that never ended up on the final work orders when I picked up my car. I am extremely dissatisfied and disappointed with the treatment and service I have received from Lexus.

Lexus / Toyota is the worst car company to deal with concerning customer car issues. They would rather have lawyers spend more money to win the case rather than admit they've made a mistake. They tie up legal issues for well over a year on any case and fight to the bitter end. We are just like all the others who now are going into debt to fix an issue that we didn't ask for. With a new baby that has special needs issues, we need a dependable car for getting to our doctors and we've been without our car for 4 weeks while trying to fight this. I shared this story with Corp. hoping someone would have a heart but to no avail. The most amazing thing to us with all of this is that if we do agree to a new engine from Lexus, the dealership will only offer a warranty on their end for a year, but nothing from Lexus. We were told a rebuilt would have a 50,000 mile warranty.

From what I learned from the lawyer today, we are completely gambling with this fix since no warranty means no recourse if this happens again. Doesn't Lexus realize how many loyal people they will lose by just not giving in to a few thousand to make this right? To those buying the RX 300 in the years 1999-2002, please be aware since we've found out many people who are org. owners that know of this issue and are selling to get rid of the problem so someone else can deal with it. Buyer beware!!!! I just don't want this to happen to other people like us, it's devastating!

Sorry for those words, but its truthful. We lost at the arbitration. My car is still not behaving properly, and I paid $50,000 for this car to be new. It's only 2 years old and way too young to be having any of these issues. I feel at this point no one is there to listen and I need help. I need someone to see my view and the fact that something is actually wrong, and work with me to resolve this issue. I have never been late with a payment and have always been very patient.

Please help. I am paying money for a non-working car and I was told by Lexus Financial that if I did not pay, they would auction the car and I would be responsible for the difference of what is left to pay and the sell price and my credit would be shot for 7 years. I feel it’s unfair that I am paying for something that doesn’t work. Please help.

The mileage is at 40,000 and we have had to change the brakes 4 times and rotors. The back left side tire completely just fell off one day when I was driving approximately 5-10 miles per hour in the middle of 34th street and 3rd avenue in Manhattan. We had a professional Geico Insurance claims adjuster take a look at the car and informed us he thought the car may be defective. Service at Lexus told us our muffler had caused it and we had to pay $900+ to replace the muffler. The muffler was not the cause as the Geico adjuster informed us and at that point Lexus service notified us the muffler was okay. This happened after Lexus did maintenance on our car. The car shakes when it is idle. When you start the car it does not start calmly, it makes a loud rumbling noise. There is a horrible smell of rotten eggs coming from the engine since day one.

The GPS system is out of whack and does not read all addresses that have been resided at for many years. It will freeze and also go crazy at times and not stop moving. The headlight went out, which is understandable, but they stated there was a hole in the lens from the inside of the light. We never had anyone, but Lexus touched our headlights so I am unaware of how that happened. We had just finished our maintenance and pulled the car out of service and a week later this happened. They wanted to charge us over $1000 to fix it. We negotiated and only paid for labor which is wrong. Now, 5 months later, the left headlight has gone out, they changed it for us and now it dims and flickers. They will not help. The car veers to the left heavily. Every time we come from an inspection or maintenance it feels as though something new is wrong with the car. The transmission jumps and gets stuck periodically.

This last November 2010, we went for our inspection. Everything was perfect when we brought it in. when we left Lexus service, our RPM gets stuck now at 5. We brought it back to Lexus and they dismissed it. We went back another 2 days later since it was still doing it, and they wouldn’t even test drive or get in the car. We complained, they finally got in the car and said something is wrong. My fiance suggested it could be an engine problem and felt if it was that the car could be defective. We went back again because they told us there is a problem, and within 3 hours, they called us and told us to pick up our car because nothing is wrong.

Frustrated and busy with health issues, a new baby, full-time work, 2-hour commute each day, and being a part-time student, the issue got placed on the back burner and I've been tolerating my car's poor performance ever since. Sounds crazy, but so was my life and after all, it was still running and getting me from point A to point B, although not very well. I vowed to never take my car back to Lexus for service again, and didn't. The car now has 160,000 miles on it. Nobody can believe it lasted as long as it did. It was truly the TLC I gave the car that made it last this long. I frequently rented cars because I was afraid to drive it.

I avoided going up hills and would even take alternate routes home to avoid them! I would take my time accelerating, never take it on long trips, and made sure to never push it. I have truly been embarrassed to let anyone ride in it since I bought it due to the obvious loud noise and performance issues. Two years ago, it left me in a parking lot unable to go in reverse. Since then, I've had to be sure I back up into parking spots to ensure I'd be able to get out. Not at all the quality Lexus certified vehicle I thought I was buying.

The symptoms I experienced since first purchasing the car have gotten gradually worse until the car has finally been diagnosed as needing a new transmission. These are the same exact issues as when I first bought it! They have just gradually gotten worse over time. I'm now faced with spending thousands of dollars replacing the transmission. I just had another shop confirm that the grinding noise I experienced since I bought it is the transmission. And Lexus of Chantilly didn't have any hesitation telling me what was wrong with it when I took it back this time, as it's now out of warranty. I told them I felt it was an issue that should've been fixed years ago right after I first got it. But they won't even consider the idea of fixing it, as I stopped going to them for service years ago and my warranty expired at 100,000 miles.

I am absolutely furious and not only feel as though I was sold a "lemon," but that Lexus intentionally ignored my issue, always claiming they couldn't duplicate. I remember driving out of the parking lot and experiencing the problem as I was leaving, how could they not have seen it? This is downright negligence in my eyes. Claims against RX 300s and faulty transmissions have been well known to Lexus for years, and my symptoms were clear. They printed out 9 pages of my complaint history yesterday, but refuse to admit the fact there was anything wrong with the car when I bought it. Guess I just brought it in 3 times for the exact same issues for fun? What I believe is they saw a young woman come through the door, obviously knowing nothing about cars, and played off the fact that the transmission would probably hold out until after my warranty expired.

I plan to continue to pursue this issue. I'm not gonna let it go. I worked too hard for the money, I saved to buy it, and I believe strongly that you must stand by your word. They should've never certified a vehicle that had obvious transmission problems, and knowingly turning people away instead of fixing it under warranty is unethical and worthy of legal action.

I caution, you don't let the Lexus quality pitch influence you as it did me. Although they play off of the quality Lexus brand when they sell it to you, claiming it will go forever. I had a manager sit in my face yesterday and imply that I should be satisfied that it ran as long as it did, and asked jokingly how long did I expect a car to last anyway? Well sir, I hate to tell you but I expected a lot more than I received. I've contacted Lexus, and if I don't find their response satisfactory, I will be contacting my lawyer next. I'm not going away, Lexus of Chantilly!

I was told by my insurance that Lexus was already paid to repaint and repair my bumper within the first few lines of the estimate. I took the car back to the shop and took this up with the manager and was paid the difference for the shop not repairing the bumper. During the next few times of driving (I only drive once a week). I noticed the car making loud squeaking noises when going over any bumps and also a high pitched ticking from the front PAS side where parts were replaced. I took the car back to the shop for the third time in May and left the car at the shop for a week without reply from the shop that any work was done.

I needed the car to return back to work and when I picked it up, it was not clean, and Tony said during assessment nothing was found and "the shop could not recreate any sounds I reported" therefore "no paperwork was needed since no repairs were made". I was not given any papers documenting that they checked anything on the car for a week! Over the next few weeks, the ticking noise from the PAS side began getting louder and more frequent when depressing the break.

I took my car to a personal mechanic who lifted the vehicle and showed me that several parts under the car were loose which Lexus installed and the arm that attached the wheel to the frame was upside down and dangerous for my driving! He tightened the bolts and I immediately called Lexus and took the car back in for repairs in August. During this visit, one of the employees listened to my complaints about the body shop and the worker Tony not providing honest repairs and giving me the run around.

The employee shut the office door and told me to never bring my car back there again as the body shop does horrible work and he gave me the name/number of another shop. He also looked in the system and had no record of me coming in 3 times prior over the summer to make complaints and having my car sitting in the shop. My insurance company and myself have already paid Lexus over $8000 in repairs and the car looks great from the outside, but sounds worse than before I brought it in. Lexus should guarantee their work and complete the repairs until customer satisfaction and return the vehicles in better shape than when they arrived. I want my car fixed like new as this was what my policy paid for from the accident.

I had no further problem until last week. I stopped at a railroad track and proceeded to cross after the train passed. I could go no where. The transmission was frozen. A kind gentleman pushed me into a gas station where I called AAA to have my car towed. I have owned several cars in my lifetime, but never had a problem with my transmission. I was shocked to learn how much was needed to repair it. I will not be purchasing another Lexus.

I know I am driving a Lexus but I still can't afford to pop for a $5000 transmission. Now that I have discovered that I am far from alone in my experience with this particular year/model, I think it is up to Lexus to make this right, for everyone of us driving an RX300 produced from 1999 to 2002. Had any cars been in the right hand lane when my car surged and slowed violently, I would have been hit, possibly injuring myself, my wife or my 3 year old son. I do want an attorney to contact me about my complaint.

I contacted Lexus directly only to find out that the selling dealership, "Lexus of Smith town", had altered the vehicle after they received it from Lexus, by chroming the factory rims which voided the Lexus factory rims. Lexus advised me they would work with the dealership to have them cover the cost of the defects, since the vehicle was under warranty still and they had altered the vehicle from its original state. The dealership made me jump through hoops and send them numerous pictures proving the rims were in fact faulty. But they then said they would only cover two rim replacements, because the other two have minor wear and tear. I have pictures if you would like to see. The warranty paperwork from Lexus clearly states that normal wear and tear is covered. The imperfections on the two non covered rims are extremely minor and have nothing to do with the corrosion of the rims. Lexus also clearly states in their warranty package that if a repair last longer than 8 hours, the customer will be provided a rental vehicle.

The dealership is refusing to provide this and Lexus has done nothing to provide this service to me. Over a month has passed and the dealership has been unresponsive to Lexus regarding the start of the repairs on the two rims they agreed to replace. Lexus said they cannot do anything else and I should try to work it out with the dealership.

I would like you to help me alert consumers to be aware that when purchasing vehicles that are under factory warranty in some cases, they have a false sense of security because the dealership may have voided the warranty and never informed them. I think this dealership needs to cover all 4 rims, provide a rental car during the repairs, and cover the 130 dollars it cost me to repair the wheel weights. The dealership is a branded Lexus dealership and should have to uphold the Lexus brand standards. I also think Lexus should be much more involved policing the dealership to ensure they are upholding their brand standards.

When the NTHSA finds the evidence they need, they will contact Lexus about being fair with us. If Lexus does not treat those of us who were affected by this problem fairly, the NTHSA will go to court on our behalf in an effort to right any wrongs that occurred. Submitting a complaint in a forum like this is helpful but contacting the NTHSA with a formal complaint could easily be rewarded with the tangible results that I believe we all deserve. You should also contact the Federal Trade Commission (877-382-4357) and file a formal complaint.

Secondly, they did not have a qualified person to work on a Lexus. Eventually they could see what the problem was, the timing belt was totally stripped it did not break. At that stage, I asked if the valves also got bent but they assured me nothing has happened to the valves. I contacted Lexus in Cape Town and they said that the valves will be damaged also so I have to replace them also. MosselBay Toyota replaced the belt and assembly but could not replace the valves because they did not have the correct tools to do the job.

I then asked if they could tow the car to George so they could replace the valves but Mosselbay said they could not and that's my concern not theirs. I paid Mosselbay Toyota R2000.00 for the work they have done and hired a trailer and towed my own car 50kms to George. Loerie Toyota in George charged me R22000.00 to replace the 24 valves and complete the work started by Mosselbay Toyota.

I don't know if Loerie Toyota replaced all the valves with new ones because they did not produce the old ones when they completed the repairs nor do I think they had the head skimmed to compensate for more compression in the engine. After about 6 months, I noticed that the engine is using oil; I contacted Toyota and told them about the oil usage. Toyota then told me there was some lubricant used with the oil that formed a layer thus preventing seals from sealing correctly.

My question is why did they not clean this off the engine when they replaced the valves if they knew it's going to prevent the seals from sealing correctly and cause the engine to use oil. This repair was done in 2008. Last week, I was driving home from George to Mosselbay and the engine was fine. The next morning when I started the car to go to work, I noticed that it was missing and a strange tapping sound from the throttle body. At first I thought it was the tappets or a spark plug. When I removed the filter, the butterfly valve in the throttle body was making that tapping noise.

I went to Mosselbay Toyota so they could diagnose the problem but they could not determine it with their electronic diagnostic device. Their mechanic then took off the filter and pulled out the spark plugs wires one by one while the car was running. He then established that the fuel injectors were faulty. I bought fuel injector cleaner and added it to the fuel and they told me to drive it and keep the revs high to clean the injectors, but it did not work. MosselBay Toyota assured me nothing will happen to the engine if I should drive it to George.

I was reluctant to drive to George because of the damage and amount I had to pay to repair my car the first time. Once in George, the mechanic opened the engine and found that the alves in one of the cylinders are in the stage of becoming damaged. This is going to set me back another R10 000.00 to repair the damage on the engine this time .I am very disappointed in the workmanship done by both Mosselbay and Loerie Toyota in George, South Africa. Their lack of quality workmanship is costing me lots of money and my dream car is becoming a financial burden.

I hate to part with my dream but if this lack of workmanship continues, I have to sell. This is not acceptable paying R34000.00 in 2 years on poor workmanship. During the same time services has been performed on my car, this tells me I have been deceived in thinking a service are being performed. So due to their knowing the problem would arise why didn't they do anything about it . Surely if they have done their job correctly, none of this would have happened again. I need some intervention in this matter from Lexus Head Office or Toyota Head Office. Please I do not want to part with my dream car. Please forward to the correct office. I need your help urgently. I have to arrange transport from and to work. This is a financial strain on myself and family.

In July, when I took the car for service, Erin Park Lexus dealership confirmed that there is a serious problem with the transmission. The warranty on the transmission is 6 years or 110,000 km. The car is still under 6 years but now the mileage is 150,000. The service manager, Jonathan, first did not return my call on two occasions and when I complained to Lexus Canada, he called me with an offer made by Lexus Canada Head Office which was that they would contribute $1,500 towards the cost of transmission change which was $5500. I found the offer totally unacceptable so I decided to shop around. I called an auto repair shop in Oakville that specializes in luxury cars and I was shocked to learn that the cost of the transmission repair was $3800.

So Lexus Canada was being very sneaky about the whole thing by making a ridiculous offer at highly inflated prices. One can definitely learn how not to give good customer service from Lexus Canada. I called Lexus Canada again last week and this morning from a member of the review team from Toyota Canada called me to say that they were not willing to do anything else and I could take or leave their offer.

I find their offer and attitude very insulting as I have performed every repair so far whatever was recommended by the dealership just for this reason that I did not want to incur the cost of a major repair less than six years since I bought the car. One thing is certain, Lexus Canada has lost me as a customer forever and I will caution everyone who is intending to purchase a Lexus about the level of service they will receive when they have a problem with their vehicle. It seems that Lexus or Toyota still haven’t learned any lesson from the recent problems they had due to hiding pertinent information from their clients. I am a very disappointed Lexus/Toyota EX customer.

I drove several other cars before purchasing my Lexus and all of them were able to navigate to my home and other residential streets. I went back to Ford and Chevrolet to check for sure and both of their systems were able to navigate using all of the streets in my town. I have a small portable GPS and it will navigate to my home. It only costs a few hundred dollars and will navigate all over Europe and North America. The Lexus system costs many times that amount and it won't work as well. Lexus should be ashamed to offer such a poor product.

I had the oil change redone and the same thing happened and could of months later, no oil in the tank! My mechanic is telling me that I may have to replace the engine if the 'rings' are bad, he indicated that there is no 'test' to see if the rings are bad but since there is no leak and no smoke that most likely the problem is the rings which is a $5,000 plus repair. I wrote to Lexus and called them and they don't even respond. I don't believe that an engine that has less than 60,000 miles on it should need replacing and there is a defect somewhere and Lexus should help with this repair. Unfortunately I cannot get them to respond to my requests! Can anyone help with this?

At one point, Lexus roadside assistance told me that my key may have been cut wrong. So I should go to the dealer and have them make a new key. In my desperation, I spent the $100 and had a new key made only to experience the same problem. I called the dealer to let them know how frustrated I was, and they said no one else has this issue. I really find that hard to believe, since the roadside assistance people seem to be very familiar with this type of complaint. There definitely needs to be some sort of fix put in place for this.

The car is not out of the original manufactures warranty and even with the extended Lexus warranty, the headlights are not covered. The mirror issue will not be fixed until they can reproduce the problem. It's dangerous to drive when the mirrors won't adjust after reversing the car and the headlights are unsightly and very expensive to replace. The headlights are self-leveling HID and we are told they cost $1,300.00 each to replace.

They stated that they saw sludge in my oil plan and that they didn't show a history of me getting an oil change on my vehicle from 5,996 miles to 40,850 miles. I told them at that time I was not employed and I could not afford maintenance at Lexus there, I took it to a full service Mobil for my needed oil changes and that I can provide them with these receipts which would be for the year time frame of 2006-2007. And that I was not experiencing any problem with my car until the did a recall on the oil line which they said they replaced but my vehicle is has been leaking oil and it is not coming from my oil pan.

I told them that I don't understand why my oil change history from the past would affect the engine 27,000 miles later and if there was sludge in my engine how, come that was not detected since I have been getting the car service at the dealer from 2008 until now. They stated that all they can do is offer me a 10% discount off of the service.

The Service Manager and Technician told us that a Long Block new engine did not exist and therefore they could not order one. I called another dealer and within 5 minutes got the part number, price and availability. They acted surprised and said they would have to look into this. In the meantime, I got a call from them yesterday and they said they found the problem to be the PCV valve and once they replaced that the engine no longer smoked. My question is would that have fixed the problem with the old engine as well and not cost be $5000.

They had no answer. We had 3 separate diagnostics tests done at Lexus dealerships for $110 each and none revealed this problem. I feel Lexus has lied and misled me and now I am out the $5000, did not get what they agreed to, and probably could have had the issue fixed for less than $100 if they had been honest and competent in their initial review of the issue.

Lexus after inspecting the vehicle has deemed it "operating as designed" and said it is safe to drive. I will not drive it and it remains, at this time, at the dealership where it was towed.

There are other owners of Lexus RX350 in our neighbor who also have rail dust. I was told by a service person, who works for Lexus of Orland, that when the RX350 2010 came in, it had rail dust and the dealership cleaned it up and put them on the lot to sell.

I guess that was done with the Lexus RX350 2008 and 2009. Lexus took care of my rail dust twice because I was persistent. Lexus said that they would not do anything again after that. Because I have been calling in the last couple of weeks, they reviewed my case again and nothing will be done. Keith, the service manager of Lexus of Orland Park, will not touch my car. He did say that he would give me top dollar for the car if I traded it in on a new Lexus RX350 because it was in such good condition and well taken care of even though it has rail dust. Why would I do this and have the same problem with a new car knowing what I know. All I am asking is that Lexus take care of the problem while I own the car.

I am putting out $109 every 4 to 6 months to take care of the problem. Lexus Headquarters gave us a $400 letter of credit to be used at the dealership only to buy me off. I am very disappointed in the way Lexus take care of their customers. I guess the bottom line is profit and who cares about the customer and standing behind their product.

We saved up our money to buy this number 1 car. We are both retired and we feel this is not fair to make us take care of the problem on our own and at our cost and having to go elsewhere. We have been very loyal to Lexus of Orland having everything done at the dealership. We are paying for the rail dust to be taken care of out of our pocket. The rail dust just keeps coming back.

The gear box hunts and knocks but Lexus South Africa states that this is fine. No answers are forth coming from Lexus South Africa and I cannot even sell this vehicle with 34,000 kilometers on the clock as the price offered is simply outrageous. This is my second Lexus and the last I will purchase and I will never recommend and other person/s purchase a Lexus as they do not listen to their customers. They only want their money and there is no after sales service, spares and one is plagued by latent defects. Driving a vehicle that is not road worthy is not correct as per law.

The Lexus field rep reported that the "vehicle is within normal operating guidelines" and that there is nothing wrong with the vehicle. I have never owned a vehicle that when you begin to coast will hold a vehicle speed as you are decelerating with your foot off the brake. This is not a model that has been affected by the pedal/floor mat issue. I have video of the vehicle during these moments while your foot is off the gas pedal.

I bought a Lexus, thinking I would never have to put air in my tires every 6 months, but unfortunately they don't seem to stand by their customer service satisfaction policy. What an experience to go through. I don't wish this on anyone. It's tiring bringing your car back 10 times for the same issue, when they should have replaced all of the chrome rims from the very beginning, and placed rims on my car that are going to last.

To make long story short, I was only able to work on this one day a week maybe, found front head the same way and the oil pan and pickup coated with sludge. Cleaned, flushed engine and still has nasty knocking and not drive-able. I did not know about Toyota engine sludge problem until I started researching. Am I s.o.l. on engine fix or replacement. Who do I contact? What do I do? Please help! Car has 136,000 miles and I changed oil myself every 3000 and always have on all my vehicles and no I do not keep receipts for oil changes.I now have more money in it than I can afford. I'm unemployed. Again, please help.

I now know what I needed to know and this will guide me in selecting my next car, my recommendation to others for purchasing cars. Based on what I have experienced and what I/we all know about Toyota, I would never recommend supporting this company in the future. Look elsewhere. Very sad. I only say to the management (not the dealer where the service and attitude is impeccable), "shame on you." You wrote me off, so I'm writing you off. Note that the arbitrators' decision did state that there is a fault. All I ever asked is for Lexus to fix it. They not only did not fix it, they decided that there was no problem. Clearly, the arbitrators saw this. Their exact words: "... we find that while a defect exists, the claimed malfunction does not materially impair the use, value, or safety of the vehicle."

Also, the gas pump door was unable to close about the second year I purchased the car. I took it to the Long Island authorized dealer. They told me there was a problem with the spring and they will replace for free. When they return the car to me, the door for the gas pump was in different shade of white compare to rest of the car. I told them the problem but they said that they had to change the door in order to replace the spring. I do not understand and cannot accept their reply. I want the replaced part to be the same color as rest of my car. Is that too much to ask? I am very disappointed with my experience with this car and the service it provided.

My dealership is pretty clueless, and although I will admit I've had a quite a bit of warranty work done, I almost always have to diagnose myself. I have a 1-year-old daughter, and I am actually concerned for both of our safety if and when this car simply decides to just cut off, especially if I am stopped at a busy intersection. No damage as of yet, but I am certain that this will be a costly fix when it is actually diagnosed. As of now, it seems my car will have to stop working for Lexus to fix the problem.

I was never told there was a problem with the battery maintaining a charge nor that the Navigation System had numerous problems. The internet is full of dissatisfied Lexus customers concerning both issues. The battery problem has been ongoing since 2003 and the Navigation problem since 2007. Researching and living with these problem is very time consuming and irritating, to say the least.

After pumping on the brake pedal several times and pressing on his really hard, then the car will eventually start. Sometimes this process takes 30 minutes, sometimes a few hours to just let the car sit, sometimes a few minutes. When I paid 30k + for a car, I expect it to work properly. With all the Toyota recalls going on out there, I was just wondering if this was one of the many problems yet to be recalled. Is there something I can do or someone I should contact to complain and get this fixed?

So we leased a 2009 Lexus RX 350. Lord, lord, like night and day. This one is made in Canada, the first big mistake. Build quality was nowhere close to Japan made one. The plastic piece on the seat fell off, broken. The dash board has warp it it, and it has cheap, cheap ugly and cramped interior. This thing has cost cutting written all over it. And the final kicker, at 5000 miles brand new, the engine began to get noisy.

Now at 26,000 miles, this engine sounds like it has 250,000 miles on it. It has little electrical gremlins in it, just broken enough to notice but like the wipers, they do not always wipe the same way, do not always wipe water, other times when there's no water they wipe. There have been a few times when the brakes needed harder pushing with foot than others, this is rare. I hate this thing, but what else is there to lease? It seems all these big car makers have a load of stuff we have to put up with. We will lease another Lexus, but the RX is not worth the money and appears to be so cheaply made. But at least they are dependable! Lexus RX line is not at all what it once was.

I believe that I had a Lexus Lemon. I let them know that and they ignored me. I heard that that year was a terrible car from car mechanics. I dumped so much money into one car that it was a total rip off that Lexus never helped me. I spent so many times on the side of the road and this was a Lexus. And so much money. The years of trouble with a car just seems so unfair. The kicker was I traded it in for a Toyota Camry now and I am going through all this recall! Why me? I feel like even a million dollars wouldn't be enough for my life of hell with this company! I must be out of my mind to buy these cars!

Now, I'll have to pay several thousand dollars to get repair done. I chose to purchase a Lexus, believing they were providing me a quality vehicle. What a shame that it is all a big lie! That goes to show you that with Lexus, you don't get what you pay for!

I still have 13000 miles left on my warranty and they will do nothing. He asked what I expected and I said that the windshield and dash should be replaced and Lexus should stop "nickel and dime"-ing this situation and fix it right. He told me to contact Lexus. That's geat attitude from Lexus. Not only do they have Toyota accelerator problems they are hiding, but many other quality issues plague their autos.

When they brought it to the hand control installation company, the company informed them that due to the knee air bags they could not put in the hand controls until they were turned off by Lexus. This is because if the knee air bags were to be deployed, they would break the hand controls, break the legs of the driver, and leave me without control of the car. Lexus simply stated that since it was a new car, "the computer had not been tested after turning off the hand controls" and thus they could not turn off the knee air bag at that time but that they would work on it so that it could be done at a future date.

Flash forward approx 9 years, I just tried to buy the new RX. I told the dealership (the exact same one I worked with before) the old story and informed them that I needed them to make sure they could turn off the knee air bags. I then proceeded to get the runaround from both the dealer and corporate for over a month. Finally, I got hold of the secretary of the "customer service" representative who had said he would call me back two weeks before and informed me that Lexus would not turn off the knee air bags nor could they help me figure out how to do so. I could contact the highway and safety transit authority on my own (no number provided) if I so desired.

In the end, they purport to have a disability program for drivers to make their vehicles adaptive; however, they will provide no support in doing so if you want to be an independent driver. More than that, it took me over a month with multiple phone calls to numerous people to get the answer to a simple question which was asked over 9 years ago. They clearly do not care whatsoever about their disabled clientele. While we may be a minority of the market for them, it is irresponsible and disrespectful to ignore a question for over 9 years especially when they advertise themselves as a disabled-friendly company.

We made at least 6 complaints during the past two years of this issue when we brought our vehicle to get serviced and every time we were told it was normal. Until recently, at about 57000 miles, it happened to rain 4 days prior which left a large amount of condensation on the headlights. Since I was very close to the dealership, I brought it in to show the service advisor. He admitted it was a defect and he realized he was wrong in telling us it was normal without checking it. Now it is past warranty and they want to bill us $2300.00 to fix it. I contacted Lexus Corporate and they basically want nothing to do with us and refused to do any repairs. The consequence is $2300.00 for a repair that should have been covered under warranty.

I purchased my new RX 350 in September 2009 and the engine has stalled on me twice already and the cargo cover makes a very loud and annoying rattling/squeaking noise! Even a technician/mechanic (Chris) from Newport Lexus told me that the loud, rattling from the cargo cover is a factory defect that cannot be fixed. I will also share them to all the blogs online discussing Lexus vehicles, different vehicle websites (esp. Lexus' main competitors in the car market), consumer reporting agencies, BBB, and related state/federal agencies.

Consumers must be informed about the Lexus RX 350's unreliability. My horrible experiences with the Lexus staff and this mechanically unreliable RX 350 (VIN: 2T2ZK1BAXAC009899) has been the worst experience in my entire life! Other consumers need to know that Lexus' new motto is: "The relentless pursuit of troubleshooting a mechanically problematic Lexus vehicle", instead of their fake motto: "The Relentless Pursuit of Perfection..."

However, they refused to cover all cost of repair due to this design flaw (Transfer Case Leak--oil seepage). I feel like I bought an expensive lemon. The Lexus name is not as reliable as advertised. Their service is zero when you are out of warranty. I should have purchased a less expensive car and would not be shocked to see it break down after 64K miles on it!

Background on car is I bought this car certified new from dealer with 45,000 miles on car and now have 118,000 miles on car after approx. four years. Certainly, I have never heard of engine gelling, etc. After researching this, I discovered Lexus has had major problems with engine gelling which is the exact opposite reason why I bought used Lexus versus new car as reputation of Lexus. Dealer made me drive all over town to retrieve oil change records which I was able to come up with and then I delivered these to the dealer. Knowing that I was over 100,000 miles, I knew they probably were going to say, "Sorry, tough luck” but then again, Lexus makes everything right.

To my dismay, they are no different than every used car lot and although you can get a fancy coffee at the dealership, they do not honor what is right. After about two weeks, they said they can't help me and that my only feasible option in their opinion was to trade in for new car ($35,000 est after trade in) or replace engine from anywhere from $10,000 to $15,000. Wow, I went from having a great Lexus to having a clunker lemon and it was my fault until I showed oil changes and then it was somebody's fault but not theirs. They offered me no option to somehow clean engine gel and make somewhat right.

During the two weeks I was in limbo, I was in contact with some independent repair shops. They informed me of the dirty little secret about engine gelling and the dealer/Lexus spin that was customer's fault because of not changing oil. It is not your fault and Lexus and dealer are not owning up to their responsibility that they have a faulty engine in some of their cars. The myth of Lexus has forever been shattered in my opinion and what makes it worse is they use this crisis to try and profit on me on new car or replacing engine.

To make a long story short, I took it to an independent shop and they cleaned out the sump pan (oil pan under engine) and oil pump screen and I have been fine. Total cost is $450. The oil pump screen had to be cleaned as engine gels on this and oil can't get to engine. Anyhow, it's priceless. I need new car or $15,000 new engine to $450 repair, albeit, I do have a lemon. Buyer beware with Lexus!

Another Lexus dealership that serviced my car explained what they do for certified cars and they did the minimum. Lexus of Palm Beach did below the minimum. I think they went to the Ford dealership and borrowed their parts and tires and installed it on my car. This is no joke!

I went to Lexus and explained what had happened and they offered me a repair bill of $10,000+. Upon further research, I found my vehicle to be involved in the "sludge (Lexus won't use that word) gelling" lawsuit which they never mentioned. I had them inspect it and they denied any sludge in the engine. I proceeded to take the vehicle home and performed my own inspection (Lexus only pulls front valve cover). I pulled the rear valve cover. Noticeable sludge, not to mention I opened up the front valve cover they already inspected and there was sludge there too! Pulled oil pan and big surprise, walls were coated in oil sludge. And oil pick up was coated in sludge (that is what caused engine failure, starved engine for oil).

So, I took several pictures and the rear valve cover back to the dealership to the service manager and stated my case. He denies it is sludge and states that is quote "normal buildup." I know this is more likely "normal BS they tell everyone." So, I called Lexus corporate and was contacted after a day. They said the dealer was "their eyes". I said I have pics, etc. They encouraged me to pursue the dealer I purchased from (an independent dealer). I replied with the fact that there is a class action for a reason. It's obvious there is a manufacturer defect.

I have elected to get a third party mediator (allowed under the class action settlement) but now I need to jump through hoops. I need to get a new inspection by a mechanic (which I will pay for in the mean time) to state there is sludge in the engine and I have to track down all the service records (even though vehicle was inspected at Lexus in IL and offered for sale with less than 8,000 miles in between that and my engine failure). I can't believe they won't even admit my engine has sludge in it!

The next day, while driving on the Florida turnpike on my way to work and when the engine started clucking, the engine and pressure oil lights came on. And before I got to the expressway emergency lane, the engine completely stopped. The next day, the mechanic told me the engine had to be replaced. I called the Lexus dealer manager, and he told me the warranty on those engines expired in November 2008. I keep the damaged engine and all the receipts for now. It will cost me $4000 to replace the engine or more to buy a new car. I can't afford a new car now, so I decided to replace it and pray this doesn't happen again.

Lexus has only one 800 customer service number to call. We were assigned a case manager who finally told us today that Lexus deemed our car "fine" and that they were closing the case. They said we should "do what we have to do". I am doing it by writing to you. What recourse do I have for this? We paid $2800 dollars extra for systems that do not work. However, we purchased the car specifically because I wanted and needed these systems and were told by the dealer that Lexus "made the best".