I bought a used 2022 RC 350 in July from a dealer. It's under warranty. The automatic function of wipers cleaning the windshield when it's wet, does not function. Yesterday I took it in to local Lexus and they said the windshield is not a Lexus windshield and they will not cover the repair. (It's over $3k)

I looked on my purchase papers and see number "76. Wiper Washer (including Rear Wiper)" has a check mark under "Meets Stds." I purchased the vehicle 3 hours away and am looking for help on how I can get them to fix this. The vehicle shows no accidents on Car Fax.

Please give me any help you can. Thank you!

 

Dealers suck, that’s why I work at an independent shop. You’re best option is keep trying dealerships until either A) They overlook the “non-OE” windshield, B) They notice, but ignore it and take care of you, C) You become friends with the technician and/or advisor, or D) Plead your case with the service manager(s), even if you have to threaten them with bad reviews. I promise there will be a dealership near you that works with you.

 

See if you can determine what shop installed the non-OEM windshield. If you can then have them
reinstall the wiper sensor which is the black module just to the passenger side of the rear-view mirror.
When sold Certified by a Lexus store, all repair or maintenance parts (brake pads, windshields, wiper arms)
must be Lexus parts. When certification inspections are performed, they would have caught this malfunction.
When purchased used at other stores there is no such rules. You were told the repair would be $3K. This
is certainly to replace the entire windshield again. Fixing the Auto Sensing wipers should be a matter of
removing the sensor module and cleaning up the "mask" black surround material and at worst, replace the
module itself.

 

Thank you for your helpful reply. The vehicle was not certified. I'm thinking of contacting the Lexus store where I purchased it and pushing the fact that they checked it meets standard when it doesn't work. If replacing the module alone would do it, maybe going to an independent shop would be a better approach?

 

Thank you Joey, I do think your idea is work driving north a bit. I have two options. If they don't fix it, I'll be back to you to fulfill your promise. :-)

 

This example of a Lexus store selling a Lexus that would otherwise be qualified to be Certified
but has some non-Lexus parts is pretty common. Limited return on investment to spend the
reconditioning dollars and replace otherwise useable brake rotors & pads or windshields with
genuine Lexus bits, plus spend $2K for the Certification fee and then try to price it competitively.
However, in this instance they most likely did the inspections with the intent to Certify it when they
found the non-OEM windshield. The inoperative Rain Sense function should have been caught
and fixed without replacing the windshield.

 

Why would lexus replace the windshield? Its obvious the windshield had a crack and it was fully replaced with a non-LEXUS smart windshield. Honestly you will not get a dime from the dealership and it sux.

 

The windshield being standard certified is wildly different from the vehicle being Lexus certified. Windshields have standards Auto Glass Replacement Safety Standard (AGRSS) and Federal Motor Vehicle Safety Standards (FMVSS). Lexus won’t service the windshield module bc the glass isn’t oem therefore no part gets warrantied anyways because then it becomes their liability.

This car had a windshield replaced whether it was a rockchip or crack that occurred. 90% of the time if the auto sense module is on there you can either replace the gelpack, if the lens of the module is damaged, then you need to replace it. Gelpacks go bad like every 5y. It has to be placed perfectly against the glass.

 

The service department wouldn't know if the windshield was replaced since July while you owned the car or before you bought the vehicle. Either way, they won't get paid by Lexus to perform the repair. Aftermarket repairs should be guaranteed by the vendor that performed the repair.

Very likely the used car technician did not test the rain sensing function during recon. Take your complaint to the used car department at the dealer that sold you the car and see if they will correct the problem.

 

Today I spoke with a person at the dealership where I purchased the car. They admit to replacing the windshield with a non Lexus windshield. I’m waiting for word back from their service manager.

 

The service manager will order a new windshield and have it replaced after the used car department agrees to pay for it.

While the public views a car dealership as one operation, each department is held accountable for profits and losses. The service department is not responsible for this loss.

 

It’s taken over a month to finally get a real reply. Their suggestion is that I take a full day to drive down there, they troubleshoot, give me a loaner, and either they fix what exits or replace it with a Lexus windshield. He said he thinks he can fix it without a new windshield. Best case it’s a long day and I drive back the same day. Likely, it’s two days without work for which he declines to reimburse me.

Here’s my thought. If they hadn’t put in non OEM, they wouldn’t have created the problem. The fact that they sold it as “meeting standard” when it doesn’t work properly, doesn’t give me confidence in their work. It’s a Lexus. It should have OEM parts. I’m concerned that adding more non-OEM just opens a door for more problems.

Currently, I’m inclined to inform them i’ll only agree to them doing the work with all new OEM parts. If they don’t agree, I’ll have it fixed without eating up my work days and the bill will be theirs after the judge says so. What do you think?

 

I got the windshield properly replaced. The sales manager says he’ll cover the cost, all the while grousing and disputing the local dealer’s diagnosis.

He said he’d send a Docusign for me to release them from any future issues. I told them to make it apply to only the windshield. He declined.

i have one more year of warranty. Any thoughts of other things I should check before signing their doc?

 

This is a classic situation . The dealership it seems has made its' bed and now they get to sleep in it .

I can be a reasonably annoying person and I would write the dealership Owner a letter outling all the facts in the case.and tell them what is a satisfactory resolution. (This is their last chance letter, be nice , explain everything and recount all the different stories you have been told.-don't threaten to go to the President of Lexus just ask to get your car fixed).

If the Dealership remains unwilling to fix things for you your next step is to take it up the ladder.Everyone makes idle promises to take it up the ladder or write the President - but few do and the element of surprise works wonders

If the dealer says no There are only two people who can get this solved for you and they are the Senior Executive Assistants to Takashi Watanabe in Japan , and Scott Thompson in the US

President, Lexus International:Takashi Watanabe, in Japan. and Scott Thompson in the US .

I would write the same letter to Scott and Takashi an be very nice. and ask them for assistance .Copy each other on the letters I doubt very much they will say no , and I am pretty certain you are going to get much better service from that Dealership forever. After they fix your car write thank you letters to both Presidents and include a photo of you , or you and your family, with the car . They will always remember your thank your letter., and they will never forget that Dealership .

Years ago I bought a brand new 1982 (?) Pontiac 6000. The back end was loose it was FWD. I took in into the dealership for a look and the rear tracking bar was missing from the car.( the car was a few weeks old) The Dealership claimed I had removed it and sold it for the scrap value.

I asked them nicely to repalce the missing part. They refused. One of my grade school buddies( we are still pals) was in charge of Dealer Audt for GM. I told him nwhat was going on .

The next week they did an surprise audit on service and warranty claims and the dealer had to pay back GM a significant amount due to falsified claims or non substantiated claims . After the audit was over my friend told them to fix my car. He said the look on their faces was hilarious




















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Phound5,
I LOVE your story!
Thank you