Problem with Longo Lexus
12-21-10, 10:25 PM
#1
Pit Crew
Thread Starter
Problem with Longo Lexus
Today I took my 97 ES to Longo for a check engine light (P0441 evap emission purge flow fault) because it was covered under an extended warranty that was 14 years or 150k miles, I found out by looking here:
http://www.epa.gov/compliance/resour...aa/toyota.html
When I got there the service adviser told me that their system was down and they could not tell me if my car was qualified. So I had to leave the car there and wait for them to call me. I got a call a few hours later and they tell me my car does not qualify under the extended warranty because my car was built on 9/96 and it was sold one month later. Then they tell me the purge vacuum switching valve is bad and they will charge close to $500 to fix it!
They asked me if i want to fix it I said HELL NO I am going to pick up the car. When I got there I find out I have to pay $135 for the diagnosis. 
Now I know why they call it the stealership.
If I knew this was going to happen I would have taken my car to an honest mechanic that I have had good experiences with, this is the place:
Evolution Automotive
10 w. Live Oak Ave #A
Arcadia, CA 91007
(626)821-8797
http://www.epa.gov/compliance/resour...aa/toyota.html
When I got there the service adviser told me that their system was down and they could not tell me if my car was qualified. So I had to leave the car there and wait for them to call me. I got a call a few hours later and they tell me my car does not qualify under the extended warranty because my car was built on 9/96 and it was sold one month later. Then they tell me the purge vacuum switching valve is bad and they will charge close to $500 to fix it!
They asked me if i want to fix it I said HELL NO I am going to pick up the car. When I got there I find out I have to pay $135 for the diagnosis. Now I know why they call it the stealership. If I knew this was going to happen I would have taken my car to an honest mechanic that I have had good experiences with, this is the place:
Evolution Automotive
10 w. Live Oak Ave #A
Arcadia, CA 91007
(626)821-8797
12-21-10, 10:38 PM
#2
i am a bit confused. when you brought the car in, did you sign any estimation cost, etc...? if not, shouldn't they first check on the eligibility of your warranty, before they diagnose anything? and they should only do the diagnosis after getting your approval, even verbal?
if that's not the case, i'd refuse to pay.
if that's not the case, i'd refuse to pay.
12-21-10, 10:46 PM
#3
Pit Crew
Thread Starter
I did sign an estimate but what they led me to believe was that they would first inform me if the warranty was still good before doing any work. I payed with a credit card.
12-21-10, 11:07 PM
#4
signing that estimate gave them the permission to diagnose your vehicle. not sure why they did the diagnosis even though they found that it wasn't under the warranty, but by you having signed that document, you were bound to any estimation costs from the diagnosis. i'd ask them why they didn't let you know it was beyond warranty first before they decided to check it out. best of luck!
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12-23-10, 12:05 PM
#8
Driver School Candidate
Join Date: Dec 2010
Location: CA
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Longo Lexus Replies
My name is Joe Castro and I am the Service Director at Longo Lexus. First, I would like to apologize for your disappointing experience with our dealership.
I would like to address the issues you raised and hope to make things right.
Based on your initial concern that the "check engine light" was on, our service advisor gave an initial estimate of $135 to diagnose the source of the problem.
We determined that the malfunction code indicated a defective fuel evaporative purge valve, a component that is covered for a period of 14 years or 150,000 miles whichever occurs first. The mileage is within the guidelines, but the date of first-use exceeds the 14th year by 4 months.
We operated within the guidelines of the Bureau of Automotive Repair by providing an estimate to diagnose the source of the check engine light being illuminated, explained the charges and obtained your signature authorizing the diagnosis and repair.
However, it is important to me and to Longo that we gain our clients' trust and confidence. This is one of the reasons we have built loyal and longtime clients over the years. Please contact me directly at 626-580-6252 and I will be happy to refund your money.
I would like to address the issues you raised and hope to make things right.
Based on your initial concern that the "check engine light" was on, our service advisor gave an initial estimate of $135 to diagnose the source of the problem.
We determined that the malfunction code indicated a defective fuel evaporative purge valve, a component that is covered for a period of 14 years or 150,000 miles whichever occurs first. The mileage is within the guidelines, but the date of first-use exceeds the 14th year by 4 months.
We operated within the guidelines of the Bureau of Automotive Repair by providing an estimate to diagnose the source of the check engine light being illuminated, explained the charges and obtained your signature authorizing the diagnosis and repair.
However, it is important to me and to Longo that we gain our clients' trust and confidence. This is one of the reasons we have built loyal and longtime clients over the years. Please contact me directly at 626-580-6252 and I will be happy to refund your money.
12-23-10, 12:33 PM
#10
Yeah, I suppose DJPsystems couldn't do anything since he signed the document. Sometimes we get caught over ourselves we just want things fixed without exactly understanding what we are signing for hehehehe. I was thinking to myself too that Longo would first check if it is qualified then let DJPsystems before doing the dignostic. DJPsystems already diagnosed it himself by getting the CEL. I think if they told him it wasn't qualified, he would probably turn around and take it to a local shop instead for the fix.
Way to joining up LongoLexs1 and explaining things. Thats awesome.
Way to joining up LongoLexs1 and explaining things. Thats awesome.
12-23-10, 04:38 PM
#13
Lexus Connoisseur
If that isn't called stepping up to the plate, I don't know what isn't. Thank you Joe for chiming in on this. I have no doubt in my mind Longo will do the right thing, that's why I buy my cars and do my services there. 
