Lexus NOT honoring Warranty on fuel pump
02-09-16, 08:39 PM
#76
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Well here is my update regarding the call back from the Lexus Case Manager. He was suppose to call me today, or, if he could not, someone else would call for him. At 6:00 PM tonight, I figured that’s it….no call. The Case Manager called at 6:41 PM tonight. Icannot explain how upset I was by then. I told myself to stay calm but my wife closed the windows (so I wouldnot disturb the neighbors) and she went upstairs (I hope not out of fear).
I spoke with the guy for over 40 minutes. This is what the situation looks like there at Lexus….he claims Lexus HQ has not received enough feedback(directly) from RCF owners about this fuel pump problem. He said if there were a lot of complaints it could lead to a recall. If there were enough complaints, it could speed up a redesign of the part (if it is deemed to be the problem). He was beginning to sound like he was going to tell me to wait until the Lexus Technicians come up with a solution.
I would not settle for that. I said the LEXUS warranty gives me the right to have the fuel pump installed by the dealer, replaced and replaced again….until they find one that is not defective. If he will not help facilitate this, then will he sign and/or have Lexus sign a statement addressed to me that says “ALL THE FUEL PUMPS THAT LEXUS HAS FOR THE 2015 RCF ARE DEFECTIVE?” I told him I am pretty sure they are not ALL defective….there must be a good one in there somewhere. There are many RCF cars out there with no problems with the fuel pump.
He is going to call the dealership tomorrow and speak with the Parts and Service Director and/or the ServiceManager to have them order another fuel pump. He is also going to speak with someone he called the “factory technician”about the fuel pump situation…..if there is a potential fix or replacement in the works.
I told him when this is all resolved,I will deal with dealership on my own. The disrespectful way I was treated will NOT be easily forgotten or forgiven. I did not tell the Case Manager but, I will also have my say to Lexus regarding the Customer Service Specialist department. I wanted him to help resolve the problem first. Sorry for the long comment but I really did try to consolidate my feelings to as few words as possible.
Last edited by Gatie; 02-09-16 at 08:42 PM. Reason: correct some of the formatting
02-10-16, 05:35 AM
#79
Lexus Test Driver
It's very disappointing that Lexus corp hasn't at least made an effort to contact you and discuss the case. Sounds like they keep coming up with lame reasons to just not deal with you.
However, based on my own experience, it's not very surprising how Lexus corp is acting. I've been dealing with them since Nov. on an issue. My RC F has been to the dealer SIX TIMES, and the last time a Lexus Field Tech rep even examined the car. Every visit it has been confirmed there is an issue, but they don't know how to fix it. I've even gone to arbitration over it (NCDS), however that's just a scam and waste of time, as very few people ever win in arbitration. Just like with your case, Lexus corp has been very slow in responding to my requests and providing me with information. I think they just don't care about customers anymore. It's a shame.
However, based on my own experience, it's not very surprising how Lexus corp is acting. I've been dealing with them since Nov. on an issue. My RC F has been to the dealer SIX TIMES, and the last time a Lexus Field Tech rep even examined the car. Every visit it has been confirmed there is an issue, but they don't know how to fix it. I've even gone to arbitration over it (NCDS), however that's just a scam and waste of time, as very few people ever win in arbitration. Just like with your case, Lexus corp has been very slow in responding to my requests and providing me with information. I think they just don't care about customers anymore. It's a shame.
The other guy is rather nutty so it is very difficult to read between the lines there. I am still not convinced he has even had a true failure of a part. His wife closing windows, running upstairs for cover and him wanting Lexus to sign a statement saying all 2015 RCF fuel pumps are bad is beyond nutty.
Look, I have litigated both sides of mass tort claims for about 20 years. I have tried and won 7 Bellwhether cases on behalf of individuals with verdicts totaling well into 9 figures and I have defended and won 2 Bellwhether trials representing large companies. These are just the opt out cases in perhaps 50 plus large class actions I have litigated. I am currently defending class and/or collective actions in California (4), New York (2), Pennsylvania and Tennessee (2).
I constantly deal with consumers that truly have been injured and those that are simply concerned that they have been injured based on something they saw on TV or read on the Internet. Companies withhuge $$$ at risk entrust me on my judgment on issues such as these.
Candidly, I am not sure where the OP falls based more on what he fails to say and how he says what he is saying. Without a doubt, people such as dbcooper have had legitimate problems and failures. Lexus is handling the actual failures. The problem is this getting obsessed and worked up about noises and this fear of some earth shattering event happening while driving down the highway. These issues, driven by Internet spawned fear in some, will make it difficult for Lexus to weed through the real versus perceived issues.
There will always be individuals that are never happy in all brands and that get all worked up over sometimes ridiculous, petty issues (directed to above as opposed to fuel pump concerns). All manufacturers have difficult times weeding through sometimes unreasonable consumers that frankly will just never be happy no matter what.
Last edited by DougHII; 02-10-16 at 05:50 AM.
02-10-16, 07:21 AM
#80
I still think the OP is talking to Lexus staff who are answering the best way they know how to.
But the wrong information is being told to him. They're wrong, but just don't know they're wrong.
It's not really 'ridiculous' behavior on their part.
Yes, I had three replaced on one car. Under my state law, Lexus bought the car back.
But I liked the car so much, combined with the local customer service techs and swift Lexus buyback, I bought another RCF.
Granted the fuel pump is failing on the new one, but my tech immediately ordered a replacement pump. (snow and bad weather has stopped me from replaced just yet).
Lexus HQ will eventually announce a solution for this. As Joe has stated, they are very aware.
When my second pump failed last Summer they immediately sent a crew from Japan to tear my car apart for about 4 days. I know my first and second pumps were sent back to Japan.
Anyway, OP go to another dealer when it's making the noise.
But the wrong information is being told to him. They're wrong, but just don't know they're wrong.
It's not really 'ridiculous' behavior on their part.
Yes, I had three replaced on one car. Under my state law, Lexus bought the car back.
But I liked the car so much, combined with the local customer service techs and swift Lexus buyback, I bought another RCF.
Granted the fuel pump is failing on the new one, but my tech immediately ordered a replacement pump. (snow and bad weather has stopped me from replaced just yet).
Lexus HQ will eventually announce a solution for this. As Joe has stated, they are very aware.
When my second pump failed last Summer they immediately sent a crew from Japan to tear my car apart for about 4 days. I know my first and second pumps were sent back to Japan.
Anyway, OP go to another dealer when it's making the noise.
02-10-16, 11:22 AM
#81
I recently had my RCF fuel pump replaced at 10K miles. No hassle at all. kudos to Newport Lexus.
My car went into the dealer for some rattling noise (the tech was awesome, went with me on a drive, heard it. fixed it that day). I've addressed the fuel pump issue at the same time. dealer documented it, said Lexus was aware of the problem and there wasn't any updated part yet. So they were told by Lexus to not replace.
2 weeks later, my car is due for 10K miles service. I addressed the fuel pump issue again, stating the noise has gotten louder (which it had).
Dealer made a call to Lexus, Lexus authorized a fuel pump replacement. But did mention that if a it was only making a noise, they wouldn't replace until an updated part is available unless its an actual part failure. But did say that most of the pumps they replaced no longer is an issue. So fingers crossed. I did file a customer complaint and obtain a case number with Lexus just to get everything on the books and in the system.
I think the moral of the story. Make sure everything is properly documented with a paper trail and start making fusses everywhere.. LOL! Just kidding...
I really think it comes down to the dealer and who you talk to from Lexus. But like Joe said, Lexus knows and they are working on it... I have faith in Lexus.
My car went into the dealer for some rattling noise (the tech was awesome, went with me on a drive, heard it. fixed it that day). I've addressed the fuel pump issue at the same time. dealer documented it, said Lexus was aware of the problem and there wasn't any updated part yet. So they were told by Lexus to not replace.
2 weeks later, my car is due for 10K miles service. I addressed the fuel pump issue again, stating the noise has gotten louder (which it had).
Dealer made a call to Lexus, Lexus authorized a fuel pump replacement. But did mention that if a it was only making a noise, they wouldn't replace until an updated part is available unless its an actual part failure. But did say that most of the pumps they replaced no longer is an issue. So fingers crossed. I did file a customer complaint and obtain a case number with Lexus just to get everything on the books and in the system.
I think the moral of the story. Make sure everything is properly documented with a paper trail and start making fusses everywhere.. LOL! Just kidding...
I really think it comes down to the dealer and who you talk to from Lexus. But like Joe said, Lexus knows and they are working on it... I have faith in Lexus.
02-10-16, 01:40 PM
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DougHII, I believe I am the person you have referred to as "the other guy is rather nutty" and the one who has made a statement that is "beyond nutty." I have been called worse things in my life. I want you and everyone else on this site to know, I appreciate your feedback as much as I appreciate everyone else's. I obviously have not provided you the information, or, have not provided it in a way that makes sense to you. Everyone takes in and processes information in their own way.
I could go to another dealership but that does not solve all of the issues I am trying to have addressed. Yes, I will get my car "fixed" under warranty eventually. But I cannot just walk away from a dealership that has treated me with such disrespectful behavior. I went back to tell them my car is making more noise than before. I did not tell them it is the fuel pump they put in as a replacement. I wanted them to inspect the noise and determine for themselves if it was the fuel pump or something else causing this louder noise. I wanted to tell them my car now has a hesitation when I step on the accelerator. They did not take the time to inspect my car. I was told they cannot and will not help me. They said I have to wait for Lexus to resolve the problem. I did not get an opportunity to explain why I was there. They made the assumption I was there because of the fuel pump (I think) without even talking to me, or, inspecting my car. I wanted them to stand behind their work and if the part(s) causing the problem needed to be replaced, to replace them under warranty. I wanted them to honor the warranty.
DougHII, I am not an attorney or a mechanical engineer. I am a "regular" person with what you may call "lay knowledge" but I have common sense and values I believe in. I am self-employed and depend on clients/customers to run my business. I treat all of them with the respect and courtesy they deserve. I expect no less from Lexus and the dealership. It is too easy to just walk away and just take care of my car's problem. I believe that would be exhibiting a very selfish behavior. That is just how I would feel. That would only allow the dealership to continue to treat other individuals the way they treated me. If we all just turn our backs and walk away, nothing will change, or, may even get worse. I need to do something so the "next" person does not get treated the way I did.
I will continue to post updates on this site. And, I will continue to pursue my issues with the dealership and with Lexus. I thank you and the many others who have taken the time to read and/or post their comments and thoughts.
I could go to another dealership but that does not solve all of the issues I am trying to have addressed. Yes, I will get my car "fixed" under warranty eventually. But I cannot just walk away from a dealership that has treated me with such disrespectful behavior. I went back to tell them my car is making more noise than before. I did not tell them it is the fuel pump they put in as a replacement. I wanted them to inspect the noise and determine for themselves if it was the fuel pump or something else causing this louder noise. I wanted to tell them my car now has a hesitation when I step on the accelerator. They did not take the time to inspect my car. I was told they cannot and will not help me. They said I have to wait for Lexus to resolve the problem. I did not get an opportunity to explain why I was there. They made the assumption I was there because of the fuel pump (I think) without even talking to me, or, inspecting my car. I wanted them to stand behind their work and if the part(s) causing the problem needed to be replaced, to replace them under warranty. I wanted them to honor the warranty.
DougHII, I am not an attorney or a mechanical engineer. I am a "regular" person with what you may call "lay knowledge" but I have common sense and values I believe in. I am self-employed and depend on clients/customers to run my business. I treat all of them with the respect and courtesy they deserve. I expect no less from Lexus and the dealership. It is too easy to just walk away and just take care of my car's problem. I believe that would be exhibiting a very selfish behavior. That is just how I would feel. That would only allow the dealership to continue to treat other individuals the way they treated me. If we all just turn our backs and walk away, nothing will change, or, may even get worse. I need to do something so the "next" person does not get treated the way I did.
I will continue to post updates on this site. And, I will continue to pursue my issues with the dealership and with Lexus. I thank you and the many others who have taken the time to read and/or post their comments and thoughts.
02-10-16, 01:55 PM
#83
I recently had my RCF fuel pump replaced at 10K miles. No hassle at all. kudos to Newport Lexus.
My car went into the dealer for some rattling noise (the tech was awesome, went with me on a drive, heard it. fixed it that day). I've addressed the fuel pump issue at the same time. dealer documented it, said Lexus was aware of the problem and there wasn't any updated part yet. So they were told by Lexus to not replace.
2 weeks later, my car is due for 10K miles service. I addressed the fuel pump issue again, stating the noise has gotten louder (which it had).
Dealer made a call to Lexus, Lexus authorized a fuel pump replacement. But did mention that if a it was only making a noise, they wouldn't replace until an updated part is available unless its an actual part failure. But did say that most of the pumps they replaced no longer is an issue. So fingers crossed. I did file a customer complaint and obtain a case number with Lexus just to get everything on the books and in the system.
I think the moral of the story. Make sure everything is properly documented with a paper trail and start making fusses everywhere.. LOL! Just kidding...
I really think it comes down to the dealer and who you talk to from Lexus. But like Joe said, Lexus knows and they are working on it... I have faith in Lexus.
My car went into the dealer for some rattling noise (the tech was awesome, went with me on a drive, heard it. fixed it that day). I've addressed the fuel pump issue at the same time. dealer documented it, said Lexus was aware of the problem and there wasn't any updated part yet. So they were told by Lexus to not replace.
2 weeks later, my car is due for 10K miles service. I addressed the fuel pump issue again, stating the noise has gotten louder (which it had).
Dealer made a call to Lexus, Lexus authorized a fuel pump replacement. But did mention that if a it was only making a noise, they wouldn't replace until an updated part is available unless its an actual part failure. But did say that most of the pumps they replaced no longer is an issue. So fingers crossed. I did file a customer complaint and obtain a case number with Lexus just to get everything on the books and in the system.
I think the moral of the story. Make sure everything is properly documented with a paper trail and start making fusses everywhere.. LOL! Just kidding...
I really think it comes down to the dealer and who you talk to from Lexus. But like Joe said, Lexus knows and they are working on it... I have faith in Lexus.
Happen to have the name of service advisor and tech just for record keeping purposes? Thank you!
02-10-16, 02:10 PM
#84
Lexus Test Driver
After reading through this thread, personally, I feel the op might not be much fun to deal with. They replaced the pump. It's making a noise now but working. They have told you there is no fix yet, but you want them to replace a pump that is still working. As others have stated, something is causing the pump to fail. If they don't find that first, they will just keep replacing pumps forever?
You catch more flies with honey. Just saying.
You seem to be taking this way to personal. You are not going to prove anything to the dealership nor make them feel bad. You are a number to them. Personally if you act like you sound on this forum, I'd be happy that you went to another dealership if I was them. No offense meant towards you OP, but dial it down a notch and people might be more willing to go out of their way to help you out.
You catch more flies with honey. Just saying.
You seem to be taking this way to personal. You are not going to prove anything to the dealership nor make them feel bad. You are a number to them. Personally if you act like you sound on this forum, I'd be happy that you went to another dealership if I was them. No offense meant towards you OP, but dial it down a notch and people might be more willing to go out of their way to help you out.
02-10-16, 02:52 PM
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After reading through this thread, personally, I feel the op might not be much fun to deal with. They replaced the pump. It's making a noise now but working. They have told you there is no fix yet, but you want them to replace a pump that is still working. As others have stated, something is causing the pump to fail. If they don't find that first, they will just keep replacing pumps forever?
You catch more flies with honey. Just saying.
You seem to be taking this way to personal. You are not going to prove anything to the dealership nor make them feel bad. You are a number to them. Personally if you act like you sound on this forum, I'd be happy that you went to another dealership if I was them. No offense meant towards you OP, but dial it down a notch and people might be more willing to go out of their way to help you out.
You catch more flies with honey. Just saying.
You seem to be taking this way to personal. You are not going to prove anything to the dealership nor make them feel bad. You are a number to them. Personally if you act like you sound on this forum, I'd be happy that you went to another dealership if I was them. No offense meant towards you OP, but dial it down a notch and people might be more willing to go out of their way to help you out.
He stated the new pump was making more noise than before.
I would not be OK with shelling out $70k+ for a car and then letting the dealership and corporate tell me to take a hike. I guess some of us bend over rather too easily
I would be hesitant to take the car on long trips if there's an issue with the fuel pump. 500 miles away from home and the car ****s itself, what do you do?
He also mentioned before that some of the RCF owners who had their pump replaced no longer had issues. So why not replace the pump until it works?
02-10-16, 04:04 PM
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After reading through this thread, personally, I feel the op might not be much fun to deal with. They replaced the pump. It's making a noise now but working. They have told you there is no fix yet, but you want them to replace a pump that is still working. As others have stated, something is causing the pump to fail. If they don't find that first, they will just keep replacing pumps forever?
You catch more flies with honey. Just saying.
You seem to be taking this way to personal. You are not going to prove anything to the dealership nor make them feel bad. You are a number to them. Personally if you act like you sound on this forum, I'd be happy that you went to another dealership if I was them. No offense meant towards you OP, but dial it down a notch and people might be more willing to go out of their way to help you out.
You catch more flies with honey. Just saying.
You seem to be taking this way to personal. You are not going to prove anything to the dealership nor make them feel bad. You are a number to them. Personally if you act like you sound on this forum, I'd be happy that you went to another dealership if I was them. No offense meant towards you OP, but dial it down a notch and people might be more willing to go out of their way to help you out.
But, when a Service Rep approaches me and the first thing he says to me is "we can't do anything for you", without even asking me why I was there, is unacceptable. I did not receive a "hello", or, "good morning"...just a direct "we can't do anything for you".
You might have the understanding that I told them to replace the fuel pump they installed. That is not what I requested. That morning I did not have the opportunity to request anything. I was going to ask them to inspect my car because it is now making a louder noise than before and that there is now a hesitation when accelerating. I wanted them to tell me what was wrong with the car and to repair/fix the problem. What if I have an additional problem besides the fuel pump? I wanted to know. I was refused service before having the opportunity to say anything to anyone.
It was not until later conversations with the dealership, did I say my car is making more noise now...since you replaced the fuel pump. I asked (calmly) don't they think it is a good idea to inspect my car to determine the problem? They refuse to even inspect the work they have completed. How do they know it is not another problem? They have not looked or listened to the car.
So....yes....now I am upset.
02-10-16, 04:08 PM
#87
Lexus Test Driver
If I was that concerned with the car, I would go to another dealership.
If I was worried about going on a trip with the car, I would go to another dealership.
If I spent $70k and wasn't happy with how I was being treated........
End story being I wouldn't try to prove my point or anything else, I would take my money elsewhere and get my car fixed.
If I was worried about going on a trip with the car, I would go to another dealership.
If I spent $70k and wasn't happy with how I was being treated........
End story being I wouldn't try to prove my point or anything else, I would take my money elsewhere and get my car fixed.
02-10-16, 04:48 PM
#89
i'd like to know which service adviser the OP dealt w/ bc i've had some not so pleasant experiences w/ my original adviser, (at this dealer), took it up w/ corporate and they tried to remedy the situation. now i just ask for anyone but for that person if i have to take it to the dealer.
02-10-16, 08:04 PM
#90
To the OP, ya it sucks but did the car leave you on the side of the road yet? I don't think you should get this worked up over a car, if your going nuts and your wife is "closing windows and going upstairs" it's time to get some meds or sell the car.