Any Lexus insiders here? Warranty Denial scenario.
10-21-10, 01:18 PM
#31
This is not a Lexus vehicle but I had a denial of warranty and this is how I handled it:
2008 Dodge Ram 1500 pick up quad cab
Bought brand new from the dealer.
Within three days I had the bedliner sprayed on. Upon inspection, I saw what I thought was over spray and went to scrape it off with my fingernail. When I felt my nail go INTO the 'over spray', I realized that the black that I was looking at was actually a gap between the body panels of the truck - like the filler sealer was not complete (think of grout between tile).
This to me was a manufacturer defect because every where else the seal was filled in nicely. Since this led into the cab of the truck, I was naturally concerned.
I took it to the dealer, showed it to the adviser and he asked me if I bought the extended warranty. "Ummmm. NOOOooooOoooo I did not. What does the extended warranty have to do with this anyway? This truck is not even a week old!" He said that it would not be covered on the regular warranty but only on the extended one.
WTH??
So I asked to speak to the manager, who replied that it was at the scrutiny of the service adviser as to what is covered and what is not. "He knows best, go back and ask him again."
SOOOOOOoo
I went back but got the same answer. He said I damaged it when transporting something. I tried to explain that this was nothing I did to the truck, I haven't even put anything in the back of it EXCEPT the spray on bedliner. The truck is THREE DAYS OLD!!
He still denied it and wrote that the damage was due to my actions.
Long story short, I called corporate, I had an estimate done at the body shop they bring their cars to (when cars arrive damaged) with the guys comments on what he concludes was the cause of it. I took pictures as well as requested the body shop do. I sent copies to corporate, the dealership adviser and the dealership owner.
After I knew it was received (had the packaged signed for) I called corporate and asked them if they have reconsidered. When they said they have to investigate it further I told them that it would be no problem, the truck is available for them to come look at but in the meanwhile I will be sending a copy of the rental truck bill that I will be getting to my lawyer to go with the other paper work. Afterall, I bought the truck in Feb, it's raining and I don't want water to get past the seal, right?
Well, the person that I spoke to said they would call me back. Within a couple of hours, I got the go ahead to have the truck sealed at the bodyshop I got the estimate from.
BTW, I never had a lawyer.....
Hope this helps you a little bit.
2008 Dodge Ram 1500 pick up quad cab
Bought brand new from the dealer.
Within three days I had the bedliner sprayed on. Upon inspection, I saw what I thought was over spray and went to scrape it off with my fingernail. When I felt my nail go INTO the 'over spray', I realized that the black that I was looking at was actually a gap between the body panels of the truck - like the filler sealer was not complete (think of grout between tile).
This to me was a manufacturer defect because every where else the seal was filled in nicely. Since this led into the cab of the truck, I was naturally concerned.
I took it to the dealer, showed it to the adviser and he asked me if I bought the extended warranty. "Ummmm. NOOOooooOoooo I did not. What does the extended warranty have to do with this anyway? This truck is not even a week old!" He said that it would not be covered on the regular warranty but only on the extended one.
WTH??
So I asked to speak to the manager, who replied that it was at the scrutiny of the service adviser as to what is covered and what is not. "He knows best, go back and ask him again."
SOOOOOOoo
I went back but got the same answer. He said I damaged it when transporting something. I tried to explain that this was nothing I did to the truck, I haven't even put anything in the back of it EXCEPT the spray on bedliner. The truck is THREE DAYS OLD!!
He still denied it and wrote that the damage was due to my actions.
Long story short, I called corporate, I had an estimate done at the body shop they bring their cars to (when cars arrive damaged) with the guys comments on what he concludes was the cause of it. I took pictures as well as requested the body shop do. I sent copies to corporate, the dealership adviser and the dealership owner.
After I knew it was received (had the packaged signed for) I called corporate and asked them if they have reconsidered. When they said they have to investigate it further I told them that it would be no problem, the truck is available for them to come look at but in the meanwhile I will be sending a copy of the rental truck bill that I will be getting to my lawyer to go with the other paper work. Afterall, I bought the truck in Feb, it's raining and I don't want water to get past the seal, right?
Well, the person that I spoke to said they would call me back. Within a couple of hours, I got the go ahead to have the truck sealed at the bodyshop I got the estimate from.
BTW, I never had a lawyer.....
Hope this helps you a little bit.
Last edited by Micaiah; 10-21-10 at 08:27 PM.
10-21-10, 08:10 PM
#32
Lexus Champion
Thread Starter
This definitely helps Micaiah. Thanks! Exactly what I was asking for!
I will try the route of checking with a different dealer first, failing which I will try the lawyer route.
Thank you everybody for being patient with me. I know how aggravating it is to answer a question without knowing the the exact details. But I did not want this to be blown out of proportion publicly before I exhaust all my options.
I will try the route of checking with a different dealer first, failing which I will try the lawyer route.
Thank you everybody for being patient with me. I know how aggravating it is to answer a question without knowing the the exact details. But I did not want this to be blown out of proportion publicly before I exhaust all my options.
10-21-10, 10:27 PM
#33
i would give arbitration a try as well if no other dealerships will honor your warranty claim. it's free, and should take no longer than 40 days from the time you file an arbitration claim to the time a decision is rendered. this is according to the Owner's Manual Supplement.
if all else fails, then seek legal representation. however, know that if this goes to trial and the ruling is in their favor, it's a lot more money coming out of your pockets.
while "no risk, no reward" may apply in this situation, i'm sure you're aware that by taking that kind of "risk" you are putting yourself out there. just because you strongly believe that lexus should honor your warranty claim (and may have evidence to prove so), it's never a sure shot.
regardless, best of luck, and keep us updated.
if all else fails, then seek legal representation. however, know that if this goes to trial and the ruling is in their favor, it's a lot more money coming out of your pockets.
while "no risk, no reward" may apply in this situation, i'm sure you're aware that by taking that kind of "risk" you are putting yourself out there. just because you strongly believe that lexus should honor your warranty claim (and may have evidence to prove so), it's never a sure shot.
regardless, best of luck, and keep us updated.
10-22-10, 06:16 AM
#34
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i would give arbitration a try as well if no other dealerships will honor your warranty claim. it's free, and should take no longer than 40 days from the time you file an arbitration claim to the time a decision is rendered. this is according to the Owner's Manual Supplement.
if all else fails, then seek legal representation. however, know that if this goes to trial and the ruling is in their favor, it's a lot more money coming out of your pockets.
while "no risk, no reward" may apply in this situation, i'm sure you're aware that by taking that kind of "risk" you are putting yourself out there. just because you strongly believe that lexus should honor your warranty claim (and may have evidence to prove so), it's never a sure shot.
regardless, best of luck, and keep us updated.
if all else fails, then seek legal representation. however, know that if this goes to trial and the ruling is in their favor, it's a lot more money coming out of your pockets.
while "no risk, no reward" may apply in this situation, i'm sure you're aware that by taking that kind of "risk" you are putting yourself out there. just because you strongly believe that lexus should honor your warranty claim (and may have evidence to prove so), it's never a sure shot.
regardless, best of luck, and keep us updated.
And to the OP, not mentioning what the issue is kind of silly man. They cannot hold anything against you for asking questions about a warranty claim on a message board. And IF they could, then this thread would be enough anyway. But I'm 100% certain they cannot.
We can't give you advice because you say "trust us". Some people think a manufacturers defect is tires that get brown after driving in sandy areas. Some people thing that they cannot get their windshield clean enough and it's a defect. You're better off saying what the problem is so you can get a more clear and concise 3rd, 4th, 5th, 6th, etc... opinion on the matter.
10-22-10, 06:21 PM
#38
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I think the OP was trying to find people that were denied, and if there was a reason for denying the service since his did not have any reason. Still, it makes no sense though because even if they gave everyone a reason or if they gave no one a reason, a deny is a deny, and I would think anything short of a lawyer would do anything unless it has been discussed or posted on these forums of which we would chime in and tell him whether or not it will work. Chances are they probably denied it for good reason and it being a "manufacturing flaw" would be slim to none if he had followed the warranty guidelines, i.e., buy an F Sport part, not have it installed at a Lexus dealership for the lifetime warranty, breaks in 13 months, complain, told too bad.
10-22-10, 06:54 PM
#39
Lexus Champion
Thread Starter
Check you pm Mike. Thank you for the help you are providing me. I sent the link to Lexus about how that problem is a known issue with the ISx50 and they have the nerve to write this back to me
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.
Please be assured that Lexus has documented your dissatisfaction. If you would like to discuss your concerns further with the Department Specialist that reviewed your situation, please contact us at 1-800-255-3987. We apologize for any inconvenience this may cause you.
If you require further assistance, please contact Lexus Customer Satisfaction at 1-800-255-3987, Monday through Friday, 5:00 am to 6:00 pm, or Saturday, 7:00 am to 4:00 pm, Pacific Time.
Please be assured that Lexus has documented your dissatisfaction. If you would like to discuss your concerns further with the Department Specialist that reviewed your situation, please contact us at 1-800-255-3987. We apologize for any inconvenience this may cause you.
If you require further assistance, please contact Lexus Customer Satisfaction at 1-800-255-3987, Monday through Friday, 5:00 am to 6:00 pm, or Saturday, 7:00 am to 4:00 pm, Pacific Time.
10-22-10, 09:41 PM
#41
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I have a very modded IS350 with nearly every major mods possible for the IS and I bring my car to the dealers all the time. I never had one time where the dealer gave me ***** for having a modded car. One time I even complained that my dash was rattling the dealer found out it was because of my aftermarket mirror wiring and they fixed it free of charge.
10-23-10, 08:23 AM
#43
Lexus Champion
Thread Starter
Rest assured....I spoke to Lexus "Saturday" customer service and the girl promised somebody will call me back on Monday/Tuesday to discuss it again.
I will update this thread with all details after that. All I will tell you is that it is a known issue, others on this club have had it and got it fixed under warranty, no questions asked. There is also a thread on that issue on this club.
Therefore I am sensing grudge/enmity from the Lexus Dealer and Lexus Corporate. I don't know why. Maybe the service adviser does not like my ethnicity and doesn't want to help me out? Or maybe he dislikes the fact that I did not purchase my car from his dealership?
I don't know.
There is definitely more to it than I can see here.
I will update this thread with all details after that. All I will tell you is that it is a known issue, others on this club have had it and got it fixed under warranty, no questions asked. There is also a thread on that issue on this club.
Therefore I am sensing grudge/enmity from the Lexus Dealer and Lexus Corporate. I don't know why. Maybe the service adviser does not like my ethnicity and doesn't want to help me out? Or maybe he dislikes the fact that I did not purchase my car from his dealership?
I don't know.
There is definitely more to it than I can see here.