On-going poor relationship with Lexus of Westminster
09-12-08, 04:30 PM
#16
while it may cost you some money up front, why not go to a respectable/reputable tire shop and get it checked out? if it is a tire defect, then get it in writing from the tire shop. that way you have documentation to show later on.
and if it indeed is radial pull, you need to address this to both the dealership and the tire manufacturer. as lexus of westminster is willing to address this issue (not necessarily fix, but at least check it out), then you should probably and simultaneously have dialog with the tire manufacturer. and while you're @ the dealership, make sure you get the issue - whatever it might be - documented in writing.
one thing though: as you bought the car from the dealership as-is, you should probably take a look at the sales contract and see what it says about tire defects (i.e. radial pull). sometimes details are in the fine print...
i hope i'm not causing more headache for you; obviously, there are a lot of details that i am not aware of. but this is just how i would go about resolving your issue if i were in your shoes, so good luck and keep us updated.
and if it indeed is radial pull, you need to address this to both the dealership and the tire manufacturer. as lexus of westminster is willing to address this issue (not necessarily fix, but at least check it out), then you should probably and simultaneously have dialog with the tire manufacturer. and while you're @ the dealership, make sure you get the issue - whatever it might be - documented in writing.
one thing though: as you bought the car from the dealership as-is, you should probably take a look at the sales contract and see what it says about tire defects (i.e. radial pull). sometimes details are in the fine print...
i hope i'm not causing more headache for you; obviously, there are a lot of details that i am not aware of. but this is just how i would go about resolving your issue if i were in your shoes, so good luck and keep us updated.
09-13-08, 02:24 AM
#18
Lexus Diva
iTrader: (1)
Join Date: Sep 2001
Location: City of Angels
Posts: 6,951
Likes: 0
Received 0 Likes
on
0 Posts
I bought a CPO 2005 LS430 from Lexus of Westminster last week.
Car pulled to the right, and passanger side power mirror failed to tilt down/up.
Took the car back for a wheel alignment - it is out of spec. Tech puts it back in alignment, but still pulls to the right. Tech says it is radial pull.
I find out from searching that CPO should come with OEM equipments (tires), Michelin Pilot. They sold me with Goodyear Eagle F1.
So I emailed the Internet Manager to replace all four tires with OEM tires, Michelin Pilot and to send flatbed to pick-up and to drop-off my car.
I'm directed to talk with John Reynolds, used car manager. I call him, and he is not willing to listen what I have to say. He says that he heard that I've been complaining about the car. He wants to argue about the wheel alignment result with me.
I email the Gen Mgr, Mr. John Oh. He emails me back stating that his sales staff tells him that I'm "unwilling" to work with them to resolve the radila pull.
Mr. Oh sent me a letter stating, “You really are the most important person in our dealership. Your ongoing satisfaction is our primary concern and the cornerstone of our business. Our goal is to exceed your expectations at every opportunity, and build a lasting friendship in the process.”
I told him that he failed to meet my expectation. He says it is unreasonable....
What do you think? What can I do? Need you help guys.
Car pulled to the right, and passanger side power mirror failed to tilt down/up.
Took the car back for a wheel alignment - it is out of spec. Tech puts it back in alignment, but still pulls to the right. Tech says it is radial pull.
I find out from searching that CPO should come with OEM equipments (tires), Michelin Pilot. They sold me with Goodyear Eagle F1.
So I emailed the Internet Manager to replace all four tires with OEM tires, Michelin Pilot and to send flatbed to pick-up and to drop-off my car.
I'm directed to talk with John Reynolds, used car manager. I call him, and he is not willing to listen what I have to say. He says that he heard that I've been complaining about the car. He wants to argue about the wheel alignment result with me.
I email the Gen Mgr, Mr. John Oh. He emails me back stating that his sales staff tells him that I'm "unwilling" to work with them to resolve the radila pull.
Mr. Oh sent me a letter stating, “You really are the most important person in our dealership. Your ongoing satisfaction is our primary concern and the cornerstone of our business. Our goal is to exceed your expectations at every opportunity, and build a lasting friendship in the process.”
I told him that he failed to meet my expectation. He says it is unreasonable....
What do you think? What can I do? Need you help guys.
I'm curious as to what city you live in. Is it really that far of a drive for you?
What if they filled up your gas tank or something?
I think your biggest problem right now is the tires. I see why they are hesitant - the dealership would have to pay for a brand new set of tires. Dealerships do not stock used tires so they won't have a set of used Michies with 5/32" tread depth or greater sitting on the shelf in the parts department.
If CPO does indeed state Michelins is the required tire brand and if Lexus customer service is unable to resolve your issue with Westminster, then you can always go to the top guys and complain.
Looks like Robert and Chris Longpre own Westminster.
Matt Kaleba is the Lexus National CPO manager in Torrance.
I think your best bet is to wait to hear back from Lexus Customer Service first and see what they say. Give them a few days because normal procedure is for them to contact Westminster and get their side of the story.
Good luck.
Last edited by AsianGirl007; 09-13-08 at 02:27 AM.
09-14-08, 01:08 AM
#19
Pole Position
Thread Starter
iTrader: (1)
Join Date: Oct 2005
Location: LA County
Posts: 314
Likes: 0
Received 0 Likes
on
0 Posts
Thank you projectdna and AsianGirl007 for your advice.
I may need to consider your advice and seek out a tire specialist.
AsianGirl007, my mechanic worked as a Lexus dealership technician and checked cars for certification. He said all the CPO need to have OEM equipments on the car to be certified. However, tires are fall on the grey side and will cut cost by intalling cheaper/less expensive tires on the car.
I did ask Lexus of Westminster General Manager to authorize flatbed pick up and delivery from my office in Cerritos. He flatly refused. He wants me to come in to get the issue addressed. He will not say that he will fix the problem.
I work weekdays, and weekends are time for the family: wife and kids.
I do want the problem fixed. I think it would be reasonable for Lexus of Westminster to pick up my car, fix it and deliver it back to me at my office. It would be nice if they paid for the gas if they expect me to drive in from Glendale.
Lexus advertises that CPO cars get wheel aligment checked before being certified. I discovered that car pulled right and I took the car to Lexus of Westminster Service Dept. They did the wheel alignment and result showed that it was off. They aligned it within spec, yet it still pulls to the right.
I just want Lexus of Westminster to "fix" it rather than "address" it.
AsianGirl007, person in Torrance, does this person have authority/influece over Lexus of Westminster CPO process? Also, would you happen to how I can reach the owners? I heard Lexus of Westminster was owned by RRL Corporation.
I will wait for Lexus USA to complete its investigation.
Thank you all for your advice, and to ClubLexus. LS430 is a lovely car. I hope this incident is an except. However, car pull is becoming a safety concern. Car pulled to the right on freeway and almost hit another car to my right.
I may need to consider your advice and seek out a tire specialist.
AsianGirl007, my mechanic worked as a Lexus dealership technician and checked cars for certification. He said all the CPO need to have OEM equipments on the car to be certified. However, tires are fall on the grey side and will cut cost by intalling cheaper/less expensive tires on the car.
I did ask Lexus of Westminster General Manager to authorize flatbed pick up and delivery from my office in Cerritos. He flatly refused. He wants me to come in to get the issue addressed. He will not say that he will fix the problem.
I work weekdays, and weekends are time for the family: wife and kids.
I do want the problem fixed. I think it would be reasonable for Lexus of Westminster to pick up my car, fix it and deliver it back to me at my office. It would be nice if they paid for the gas if they expect me to drive in from Glendale.
Lexus advertises that CPO cars get wheel aligment checked before being certified. I discovered that car pulled right and I took the car to Lexus of Westminster Service Dept. They did the wheel alignment and result showed that it was off. They aligned it within spec, yet it still pulls to the right.
I just want Lexus of Westminster to "fix" it rather than "address" it.
AsianGirl007, person in Torrance, does this person have authority/influece over Lexus of Westminster CPO process? Also, would you happen to how I can reach the owners? I heard Lexus of Westminster was owned by RRL Corporation.
I will wait for Lexus USA to complete its investigation.
Thank you all for your advice, and to ClubLexus. LS430 is a lovely car. I hope this incident is an except. However, car pull is becoming a safety concern. Car pulled to the right on freeway and almost hit another car to my right.
Last edited by GoldGS3; 09-14-08 at 01:18 AM.
09-16-08, 09:04 PM
#20
Lexus Diva
iTrader: (1)
Join Date: Sep 2001
Location: City of Angels
Posts: 6,951
Likes: 0
Received 0 Likes
on
0 Posts
AsianGirl007, my mechanic worked as a Lexus dealership technician and checked cars for certification. He said all the CPO need to have OEM equipments on the car to be certified. However, tires are fall on the grey side and will cut cost by intalling cheaper/less expensive tires on the car.
Perhaps you can ask to get a loaner and a free tank of gas during the week because Cerritos is a lot closer than Glendale. Just an idea.
Keep us posted.
09-18-08, 12:28 PM
#21
Pole Position
Thread Starter
iTrader: (1)
Join Date: Oct 2005
Location: LA County
Posts: 314
Likes: 0
Received 0 Likes
on
0 Posts
Hi Liz(?) AsianGirl.
Yes CPO states oem parts are required but I'm still confused as how you and your mechanic came to the conclusion that only Michelin brand tires can be used when Bridgestone was an oem tire back in 2005? (I'm not trying to argue, just trying to be logical about this.)
I stated "I find out from searching that CPO should come with OEM equipments (tires), Michelin Pilot. They sold me with Goodyear Eagle F1." Costco sells only OEM tires, and its website states Michelin. My mechanic said either Michelin or Bridgstone.
Flat bed... I asked, and Gen Mgr said something like Absolutely not. Getting a loaner car is too easy.
Lexus USA rep called back. After a long conversation, he finally offered to pay for a flatbed to satisfy its customer. However, I have to arrange pick-up, etc. I appreciated his effort, and I turned down his offer. Westminster should pay.
Lexus of Westminster kept saying "NO," and failed to offer resolution. When you are a General Manager you should be able to resolve conflict, and have "can do" attitude. He has such a negative attitude.
Anyhow, took the car back. Master Tech, Peter Nguyen (very amicable), and I went for a test drive. He assured me that because LS430 has bigger tires and roads are not perfectly FLAT, car will go one way of the other depending on the road condition. As he drove, he explained how the road in front looked and predicted how the car would behave. Car behaved as he predicted based on the road he described, asphalt, concrete, grooved, etc. I took his word for it. Basically, he said that is how LS430 behaves on the road. (To me, car seems to continue to pull
)
I hope this concludes my relationship with Lexus of Westminster. Meantime, I couldn't recommend Lexus of Westminster to my friends when they were ready to buy their cars. I hope I will never have to go back to Lexus of Westminster.
Thank you CL, its members and AsianGirl (Liz) for your replies.
Yes CPO states oem parts are required but I'm still confused as how you and your mechanic came to the conclusion that only Michelin brand tires can be used when Bridgestone was an oem tire back in 2005? (I'm not trying to argue, just trying to be logical about this.)
I stated "I find out from searching that CPO should come with OEM equipments (tires), Michelin Pilot. They sold me with Goodyear Eagle F1." Costco sells only OEM tires, and its website states Michelin. My mechanic said either Michelin or Bridgstone.
Flat bed... I asked, and Gen Mgr said something like Absolutely not. Getting a loaner car is too easy.
Lexus USA rep called back. After a long conversation, he finally offered to pay for a flatbed to satisfy its customer. However, I have to arrange pick-up, etc. I appreciated his effort, and I turned down his offer. Westminster should pay.
Lexus of Westminster kept saying "NO," and failed to offer resolution. When you are a General Manager you should be able to resolve conflict, and have "can do" attitude. He has such a negative attitude.
Anyhow, took the car back. Master Tech, Peter Nguyen (very amicable), and I went for a test drive. He assured me that because LS430 has bigger tires and roads are not perfectly FLAT, car will go one way of the other depending on the road condition. As he drove, he explained how the road in front looked and predicted how the car would behave. Car behaved as he predicted based on the road he described, asphalt, concrete, grooved, etc. I took his word for it. Basically, he said that is how LS430 behaves on the road. (To me, car seems to continue to pull
)I hope this concludes my relationship with Lexus of Westminster. Meantime, I couldn't recommend Lexus of Westminster to my friends when they were ready to buy their cars. I hope I will never have to go back to Lexus of Westminster.
Thank you CL, its members and AsianGirl (Liz) for your replies.
10-08-08, 09:27 AM
#23
Pole Position
Thread Starter
iTrader: (1)
Join Date: Oct 2005
Location: LA County
Posts: 314
Likes: 0
Received 0 Likes
on
0 Posts
Follow-up report.
I've been contacting Lexus HQ, and it agreed to have the car aligned again at a Lexus dealer of my choice. Alignment was re-done, and dealer tech found all angles are within spec but car drifts right. Finding: car drifts right most likely due to non-factory tires. Recommended replacing with four factory tires.
All this time, even now, Lexus of Westminster, denies that car drifts. Claims it is the "crown" on the road.
Thanks to Lexus HQ and diligent Service Rep, they replaced four tires with Michelin. So far so good.
All this time, even now, Lexus of Westminster, denies that car drifts. Claims it is the "crown" on the road.
Thanks to Lexus HQ and diligent Service Rep, they replaced four tires with Michelin. So far so good.
10-08-08, 10:09 PM
#24
I hope the economy gets much worse, That way, Lexus of Westminster or "L.O.W" (As I like to call them) will be forced to lay off dishonest bastard sales personel and lower their prices for parts and services and wouldn't have to be labled a "Stealership" by some of us here at CL...Goddamn Lexus stealerships!
*Shakes fist in anger at screen*
*Shakes fist in anger at screen*
10-09-08, 06:12 AM
#25
Lexus Champion
all it would take to fix your drift or pull is to rotate the tires. that's actually a very common problem across all car lines. any given tire brand, whether budget or premium will occasionally cause a slight drift/pull. simply rotate the two front tires or switch the one on the front that's causing the pull to the rear. problem solved.
i've done this very thing on many cars while working for audi, lexus, nissan, jaguar, land rover. its' very rare that doing that doesn't fix the problem.
there's nothing to worry about from the tire itself, it's safe. just have them swap it and it's over. i dont' know why they refused to do that. as a tech, i'd much rather just do that for the customer and have them drive away satisfied than have to get embroiled in a discussion with my service writer, customer, shop foreman and gm.
i also think that as long as the dealer is going with a premium branded tire, it will classify as cpo. goodyear, bridgestone, pirelli, michelin, etc. will all qualify. i think lexus just wants to make sure that dealers aren't installing nankangs or something like that. this is just based on my experience as a tech at the dealers. we can put almost anything on a cpo car as long as it's a name brand premium tire.
road crown can also cause a drift, esp. on modern cars with more responsive suspensions and steering systems. some models are more susceptible to crown drift than others too, keep that in mind when you compare your last car to this one.
get them to rotate the tires first and see how that works.
i've done this very thing on many cars while working for audi, lexus, nissan, jaguar, land rover. its' very rare that doing that doesn't fix the problem.
there's nothing to worry about from the tire itself, it's safe. just have them swap it and it's over. i dont' know why they refused to do that. as a tech, i'd much rather just do that for the customer and have them drive away satisfied than have to get embroiled in a discussion with my service writer, customer, shop foreman and gm.
i also think that as long as the dealer is going with a premium branded tire, it will classify as cpo. goodyear, bridgestone, pirelli, michelin, etc. will all qualify. i think lexus just wants to make sure that dealers aren't installing nankangs or something like that. this is just based on my experience as a tech at the dealers. we can put almost anything on a cpo car as long as it's a name brand premium tire.
road crown can also cause a drift, esp. on modern cars with more responsive suspensions and steering systems. some models are more susceptible to crown drift than others too, keep that in mind when you compare your last car to this one.
get them to rotate the tires first and see how that works.
Thread
Thread Starter
Forum
Replies
Last Post
Lukas99GS
GS - 3rd Gen (2006-2011)
6
05-20-16 06:53 PM
