I guess I still don't understand what Lexus Corporate has to do with the situation here... You really only need to involve them if your local dealer isn't giving you the service level or resolution you need.

Did you take it to the dealer and are you having some sort of problem with them resolving it for you? Emailing rarely gets things resolved and too many misunderstandings occur (like yours above). Take your GX to the dealer and stand in front of them and ask to get the problem fixed.

 

Did the dealer then say they will not take care of it? If they said they have never seen this, I would assume it is out of the ordinary. If the dealership is not handling it, can you try another?

I have found that even with Lexus dealerships, it is a mixed bag. There will be good and bad dealerships. Some will even have good sales but bad service (and vice versa). Lexus Corporate is usually involved only when the dealerships are not giving you appropriate service.

 

My problem is with both the dealer and corporate because the dealer is refusing and or unable to fix the problem. And after calling corporate customer service FOR A MONTH, it is still not resolved!!! ...no call backs, no help at all. just apologies!

Get this, one time when I called corporate customer service, prior to speaking to a real person I get this message stating I have been randomly chosen to take part of a customer service survey and at the end of my conversation I should ask to be transfered to the automated survey. Well, when I asked to be transfered, the representative who knew I was upset, simply transfered me into some sort of corporate messaging system AND NOT THE SURVEY!!!!!

Good job Lexus!!! ...you guys really have a handle on this!!!!