Lexus Corporate - Vehicle or Dealership Experience: 1-800-255-3987 (Option 3)

 

I got an e-mail from corporate hq. There is no corporate policy for this and is done at the dealerships descretion.

 

The fact is Lexus will pay for it when the dealer decides to do it. But Lexus has a heavy discount on servcies offered by the dealer. So sometimes the dealers will not bother. But that means too that the dealer is not interested to get the customer happy. Change your dealer.

 

just come back from Englewood NJ dealer for the 2 recalls, gas not topped off! plus i spent another $275 for a differential seal job.

only had a quick carwash, not hand wash

 

I live in Michigan and took mine in for the first recall (brakes) and they did topped it off and washed the car. But haven't take it in yet for the second recall. All in all I agree with what Mandyfig said, that this done at dealer's will to keep their customer happy ! but corporate will end up paying for it anyway.

 

Finally got my letter! Will call in for an appt.

 

Here is response from Lexus Corporate re my question on free top-ups. Note that I live in Canada and bought a used US vehicle:

Dear Mr. Enright:

Thank you for your recent email.

Please be advised a Lexus Certified Pre-Owned vehicle does not designate a free tank of gas should your vehicle become affected by a recall. To review what a Lexus Certified Pre-Owned vehicle means please see the following link:

http://www.lexus.ca/lexus/experience...lexus_gold.jsp

We would like to take this opportunity to explain it is difficult for Lexus Canada to comment on past events; however, we do report back to our dealers, so that action may be taken (front line) to review the concerns of our customers. In this situation, Lexus Canada as the distributor does not have jurisdiction over the sales transaction, which occurred between you and the Lexus dealership. An agreement was reached between the two parties and although we understand the importance of open communication, any discrepancy will need to be addressed by the dealership. You are free to discuss the matter with the Sales Manager, Neil Donnelly, at Tony Graham Lexus, however, Lexus Canada is unable to intervene in private matters between you and the dealer.

A copy of your correspondence has been forwarded to the appropriate departments within Lexus Canada for information purposes.

Thank you again for writing.

Sincerely,

John Ross
Customer Interaction Centre
Lexus Canada