We received an interesting phone call form Lexus of Portland this evening. Not what we expected, but a call nevertheless. So we discussed the ongoing leak issue along with the fact that everything to date has basically placed the blame on us, such as no warranty coverage if the roof drains are plugged (plugged upon delivery, if they are plugged at all). Also the "non-Lexus" windshield has been the focal point of debate. All water damage from this "foreign non-Lexus glass" is also not going to be covered by the CPO or extended warranties. Now, we find the glass "doesn't" support the "Cold Weather package" (wiper defrosters). This was our discovery, certainly not theirs. So they owe us a new windshield with the defroster grids. OK, I'll cut to the chase my friends. The Service Department said "If we end up replacing your windshield, we will install an aftermarket windshield that will support the "heated glass" option. Really? So I/we should be happy that you told us all damages to the car are likely caused by this so-called aftermarket glass and my CPO plus the Extended warranty doesn't cover anything that isn't branded with the "Lexus" name along with the resulting damages. This seems ludicrous. Blame is all on "foreign glass" and then offer to install another "foreign glass". We do realize that if the windshield is leaking, it's due to a lousy installation job. A new non-Lexus glass would have been acceptable except they spent the privilege to exercise that option ranting about how a non-Lexus glass caused this whole mess AND all the damage from it is not covered. Just fix the car and warranty "the car" against mold, mildew, electrical issues, leather separation, etc that may have been caused by wet carpet, padding, and a steamed up interior (the water leak). BTW, install a factory LEXUS glass. And the paint peeling off the refinished wheels is my issue to fix - thus far. We so desperately want to get this ordeal behind us but it's looking like we are going to need a bigger hammer. We would like to thank everyone here for the posts/replies with advice, encouragement, insight, and expertise. It really has made a difference. Thank you! The Sage continues...........

 

Does Oregon have lemon laws? I'm not saying that's an easy route, but may be an option to consider. Surely you'd need the true source of the leak diagnosed before that route would open up.

I think bclexus has given you good suggestions. You need to remain firm with them on what constitutes making it right. If nothing else, your main case is that they had an oversight (wiper defrosters) in the certification process of the vehicle which has caused you significant hassle and the only acceptable remedy is a Lexus-branded windshield at no cost to you. Are there other check-boxes on the CPO sheet they glossed over?

Do you know who replaced the windshield in the first place, and for what reason it was replaced?

 

Wow, you gave the dealer the opportunity to make this right and I would not be satisfied with that. It is going to be a long battle, but I would send a registered letter to Lexus corporate documenting your experience with that service department and ask them to make it right, at this point, I would push for them to get you in a different vehicle.

I had to go this route with Volvo of North America on a first model year XC90 (yeah, save the comments) The SUV had the T6 engine that was in their S80 cars for years, and I thought it was a good solid engine. Anyway, after several registered letters to Volvo which resulted in the dealer reaching out to attempt to fix the multiple issues (mildew smell, erratic transmission shifting, many other minor issues, but at 30K miles an oil leak they tried to fix 3 times). The dealer called to tell me that they will 'buy' my car back and Volvo will put $5K toward a different Volvo vehicle. The buy back price was reasonable, but, the $5K didn't do much more than cover fees and taxes. I should have held out for more money, but I wanted rid of that POS vehicle, I took their initial offer. Anyway, my point is, going through corporate via documented registered letters, means you are serious. I would hope when the right people at Lexus hear your issue, they will make it right.

 

We went through all our paper-work and there is no CPO checklist. We mentioned the "different vehicle" route and no way. Maybe with legal action or proper representation? The Oregon Attorney General's office is willing to help. They said we have a good case with "several" violations. They were really interested in the refusal to warranty any water damage and that the wrong glass is installed. Once filed with the State, it's a permanent record. I don't like exercising the legal route, never have before but this is crazy. There is also a Lawyer's office across the street from the Lexus Dealer that have amazing success. But again, I don't like this option either. They did say the reason they don't want to put in a Lexus glass is that it would cost $350-400 more than an aftermarket glass. I guess it's not worth it to them to spend $350 to make us happier. Go figure.

 

If you did have the checklist, you will see it doesn't have a specific feature to test for the front defroster. I still think, even though the vehicle isn't covered under the manufacturers bumper to bumper warranty, the fact that Lexus is backing the CPO warranty and corporate wants dealerships to have good ratings, that corp would be willing to pitch in and also force the dealer to make it right. If that doesn't work, you can still go the legal route and you will have more 'fuel' in my opinion as you attempted to exhaust all avenues prior to going to an attorney. My 2 cents anyway.

 

Go the legal route, you have wasted enough time and energy with them. They keep trying to weasel out of everything.

 

This Lexus dealer is taking a hard stand against their customer for something that most any dealer (of any brand) would quickly make right for a customer. There are a number of directions the owner (kitra) can choose to go - none of them however particularly good or easy. Aside from going the legal route or counting on the Oregon Attorney General for help, there is another choice that may be the best of all.

Oftentimes large cities have one or more television stations that do credible consumer advocacy work, where they help consumers that are treated unfairly by a local company in their area. They not only help consumers with free advice, but they oftentimes act as an arbitrator on behalf of the consumer to resolve the problem, always favorable to the consumer. There would be nothing better than bringing this issue to the attention of Portland, Oregon on a major local television station's nightly news! Portland's metropolitan area has a population of approximately 2.5 million people. A 3-5 minute television news segment covering this issue would be devastating to the local Lexus dealer. Just the mention (by the owner) to the dealership's management that they have started preliminary proceedings with a [unnamed] local television station's consumer advocacy expert/reporter should be enough to scare the hell out of them! Might just be all it takes to get the dealer to do what is right...

 

I had my windshield replaced one time by a Lexus dealer, and he said they only use Lexus glass because as a dealer they only use OEM parts. He said he couldn't even use aftermarket glass if he wanted to. Really surprised they would try and use an aftermarket windshield...

I like the idea of the news station. Worth a call.

 

^^^^^
That's what I was thinking too. If my alternator went out, my Lexus dealer would only install an OEM Denso product $$$$$. They would not use a less expensive after market unit.

 

I called Lexus of Eugene Oregon (Kendall Lexus). Priced a glass. $1054 retail. Then he told me they have been seeing several leaking windshields on late-model Lexus vehicles. Their glass Guy claims the aftermarket brands are not cut and contoured exactly like a Lexus glass. He suggested that if I am doing an Insurance job, to pay the difference to get a Lexus windshield. Then I told him the short version of why I am asking about pricing. He said he's never heard of a Lexus Dealer not taking care of their Customer and this sounded extreme to him. He was going to transfer me to their Service Department to see what they could offer to fix me up. I told him that my local Dealer needs to deal with this, but Thanks!

I like the News Story idea. We have such programs here. And, YES - I am tired out to the point I almost feel like paying for the glass to get this out of my hair. There will be no winners here. I just wish they'd do what is right. They sure are wearing us down, which is becoming apparent.

 

When you tell your Lexus dealer what your plans are about the 'News Story' let him also know what the guy you spoke with at Lexus of Eugene said; that he's never heard of a Lexus dealer not taking care of their customer and this sounded extreme to him. Tell your Lexus dealer that now is the time to settle this mess or it will be too late and it will no-doubt cost them dearly when the public finds out how they treat some of their customers. Give them until tomorrow at noon...or you will proceed. Call Lexus corporate and tell them your plans too, and give them the same deadline.

 

So here's the latest chain of events. I've written a local news channel (8) and provided much information regarding the issue with the automobile. Maybe they will show some interest? Then, I called the Lexus Customer Service line.and told them the additional finding with my windshield not even being the correct one for the option package the car has. My case owner was not available to speak to so I spoke to a Guy (Andre') that took notes. He told me we would not hear back from them for at least 2 business days. I, of course, told him if the publicist from the news station contacts us first, I would proceed with getting a story developed. With the story here and all of the emails from Lexus with their position statements regarding this issue, I think we have very adequate proof of their stance. So they have my car on Saturday for the 6 month servicing and to leak-test it again. They originally told me this servicing will not permit us to have a loaner vehicle but now they said I will get a loaner. My Service Advisor, I expect if he had the authority, would have fixed the vehicle by now. He can't really say what his take on this whole mess is but I suspect he's pretty fed up too. I think his hands are tied. Next week, I expect them "LOP" to make me an offer of what they will or will not do. I'm thinking the Lexus Customer Service Folks may be calling sooner than 2 or more business days. A Hyundai is looking really fantastic about now and I don't even like Korean cars.

 

The Kia dealer told me my Sedona's terribly glazed brakes that screeched and ground every time it came to a stop were "operating as Kia designed" (word for word) so don't get too excited about that Hyundai lol

 

kitra - Keep us informed and keep the local 'News Story' as your ace in the hole. That should put a lot of pressure on them! Let them know that you are serious...

 

I honestly cannot wait to drop off my car on Saturday morning. Doubt I will say much but will let them know I/We are not happy with the "experience". Like I said earlier in this giant thread, Jeep (FCA) is not known for stellar Customer Service but prodding them a bit and we got total satisfaction from them. Very few owners received a new TIPM (Computer Power Module) but we did. It required some wiring changes to adapt the latest version to our 2011 GC. The vehicle has been very good since. I would have never guessed in a million years that Lexus would dump on us for buying one of their vehicles. I wish we could get the $3100 back we paid for the extended warranty good thru 6/2025. I doubt it's worth the paper it's written on. when it's all over, we don't even know if we should keep the car. If a manufacturer as huge as TMC won't stand behind their product, why own the product?