Capirato

Try this.....

https://www.clublexus.com/forums/gx-...ml#post6758215

~ Cap

Doc H

My Lexus dealership story: Went in for my 10K service and mentioned the slight "click" in the cupholder, service manager just noted it on the check-in ticket. I told them I would wait (nice waiting area) to pick it up; about 15 minutes later the service rep came back and said they found a tiny oil leak in the front of the engine and they'd like to check it out; gave me a brand-new Rx Hybrid loaner for the day. Had never noticed a leak, and I check regularly under the hood; no garage floor oil, no indication on the dipstick; service rep says probably less than an ounce.

Ultimate outcome: 10K service, wash & wax, PLUS - pulled the valve covers and front timing cover and replaced the gasket, resealed, and road tested. Replaced all the coolant (just in case I think). Completely replaced the entire cup holder assembly, and never mentioned warranty or payment; just put zeros on the invoice. AND, apologized for the leak.

That's why I bought a Lexus....

rxgxmdx

Glad to hear you had a pleasant experience. Thumbs up to your Lexus dealer.

The OP's dealer said the cup holder was not under warranty. So there is a certain level of inconsistency here. I guess it depends on how a dealer writes up the ticket.

BTW, the first 2 services (5K/6Mo and 10K/12Mo) are complimentary.

Doc H

Point is, I've never had anything other than outstanding Lexus service in 3 states, 5 Lexus vehicles. And I've always had my vehicles serviced by Lexus, so have always used pre-paid service agreements; the "complimentary" period is sort of N/A. I get a little discount, and it's always paid off at trade-in. Sounds like the OP has a legitimate issue with his dealership, and if I had the same experience I would probably be looking for another dealership or driving a BMW. When I buy a premium auto, I want premium service, no questions asked. I haven't lived in NY though, although my wife is an "upstater," so maybe it's a NY thing.

SFA1997

I have contacted Lexus corporate again. I called the dealer again and indicated that I have called corporate and was not happy with any of these results that were given to me. The dealer indicated that the total cost to replace the cupholder with labor is $1007, that is outrageous. I indicated to corporate that I want Lexus to acknowledge that there is a defect in the mechanism of the cupholder. I will contact consumer affairs and JD Powers to tell them that there is a defect if Lexus does not acknowledge this. I am dissappointed with all of this and expected Lexus to deal with their customers on the same levelr if not better than other luxary car makers namely Mercedes and BMW. The GX was only 9 months old when the cupholder failed to open properly. I am dissappointed... and did not expect this type of quality and response from Lexus, lets see how corporate resolves this, it will certianly decide for me and many other folks who want to buy Lexus again.

Koz

It's a shame this Stealer is not doing the right thing with this. Lexus should make it right.

Koz

rxgxmdx

I wonder whether it is worth calling other dealers. Maybe a different dealer is more willing to acknowledge it is under warranty.

Koz

I dropped off my truck yesterday for the free oil change and mentioned the door was clicking. Lets see what happens. I got a loaded CT as a loaner, nice car!

Koz

Koz

Lexus called and said they had to grind/trim a section of the door (internally) and now all is well.

Koz

SFA1997

I have to admit it, but Lexus customer service is hideous. I called them twice regarding this same cup holder issue and they indicated they will call me back, but no response yet. If I wanted a regular Toyota I would have purchased the Highlander and saved lots of money. Customers service is essential for a successful experience and I feel that Lexus is lacking far behind, they have almost convinced me not to purchase a future Lexus. I had much better experience when I owned a ML350 and an X5. What a shame!!! The cupholder issue still remains unresolved. I want to contact consumer affairs, JD Powers and the State Attorney Generals office. Lexus can not simply take their customers for granted, it is not fair and not right!!!

Koz

I would take it to a different Stealer!

Koz

Craig B

I agree with Koz, take it to another dealership. I have great servcie at my dealer...

SFA1997

Lexus corporate, says that they wanted to keep me as a happy customer. They said they will replace the piece and i will pay labor of $250. Total without corporate interecepting would have been $1007 with part, labor and taxes. I accepted and the part was replaced for labor of $250. They did not acknowledge that it was a defect, but wanted to keep me happy in some fashion I gues. I am somewhat satisfied not 100%, but I can live with this...

Koz

Pay the $250 and then file a claim at small claims court!

Koz