Bad Service and No Windshield Parts for 2+ months

[Mikerr123]

I had my windshield glass cracked in my eye line of sight from a recent roadtrip in November by a rock. Upon going to lexus for a new glass the dealer were very helpful in ordering me the new glass component. As precaution I also contacted Lexus Corporate to see how long the glass would take. I was first promised Early December, then it was moved to late december, then early Jan and now end of January. They keep moving it back and saying that there is a "national backorder". How can they have no glass whatsoever for their customer. I called again today asking for an estimate and they said it's still pending and maybe end of January. So I asked to apply for a buyback since they haven't been able to fix my glass for 2+ months. The lexus engagement center has been so vague in their responses these past two months and not helpful in finding a part at all. It really hurts me because I loved this brand a lot.

Has anyone else had this issue? Any recommendations?

 

[munkeeboi]

Not a brand issue per say, but more of a changing retail environment where stores and dealers don't keep much in stock except essentials. Add to the fact that the GX is an in demand vehicle at the moment and all parts are going to build new ones.

Thats one of the cons of getting the first model of anything.

 

[BETN]

I have had to deal with their Brand Engagement folks before on an issue and it was not a good customer experience! Luckily for me my dealer was able to resolve my issue 100% to my satisfaction. Initially they weren't sure they would be able to help and suggested getting the Brand people involved, so I did. When the dealer was able to resolve my issue I reached back out to the brand folks to let them know my issue was resolved and they could close my case. No one responded to me but I did get a form letter from a Lexus Dispute Resolution Analyst telling me, "We have determined the condition was caused by an outside influence, which is not covered by the Lexus New Vehicle Limited Warranty." I've got to say, for some reason this letter ticked me off more than anything. I'm not sure what made me more upset, the fact that they told me I was SOL, or the fact that they sent me a form letter that could have pertained to anything. What condition? What outside influence? Do they even know what "condition" they are addressing? My problem was trash in the paint. The word paint isn't even in the letter!

 

[Mike N]

I had my windshield glass cracked in my eye line of sight from a recent roadtrip in November by a rock. Upon going to lexus for a new glass the dealer were very helpful in ordering me the new glass component. As precaution I also contacted Lexus Corporate to see how long the glass would take. I was first promised Early December, then it was moved to late december, then early Jan and now end of January. They keep moving it back and saying that there is a "national backorder". How can they have no glass whatsoever for their customer. I called again today asking for an estimate and they said it's still pending and maybe end of January. So I asked to apply for a buyback since they haven't been able to fix my glass for 2+ months. The lexus engagement center has been so vague in their responses these past two months and not helpful in finding a part at all. It really hurts me because I loved this brand a lot.

Has anyone else had this issue? Any recommendations?

Got my GX 550 OT+ about 6 weeks ago and at about 700 miles got a rock chip that quickly spread beyond fixable. Happens to be in my line of sight, of course. No replacements. Elevated to Lexus Executive level and hoping for resolution in the next month. My complaint is how do you start selling expensive vehicles without the ability to repair them? I still love the new design and my desire to get one of the first should have been a warning to me. Hoping no critical problem arises that can’t be fixed due to part shortage. Overall I’m very happy with my new GX and starting to be able to ignore the crack…..

 

[Lex-Us]

Getting broken is a common issue with the almost vertical, windshield we have. Jeeps, Land Rovers, Broncos... They all have the same problem. Safelite told me they have one of those vehicles in at least once a week. There's a lot of GX and LC owners in your same boat. It's unfortunate but, typical for a newly redesigned ride.

 

[tendies]

Similar issue here except for the rear quarter glass. Had a tremendous amount of hail damage a while back and they had to remove those windows...and apparently they are "one-time use" for some reason. After waiting a month with the vehicle otherwise 100% complete the body shop just put the old ones in temporarily so I could use my brand new vehicle.

P.S. I also have a line of sight rock chip on the windshield that happened at about 500 miles. Was told it takes literal months to get a new one right now and I don't suspect that will be the last chip so I had it repaired and will revisit when parts availability is better (hopefully).

 

[JorgeR]

On the Bad, Good service issue I have not had a very good Lexus ownership experience. So far I have dealt with 3 dealers, Beverly Hills where I purchased, Santa Barbara where it gets service...for now..., and Seattle where I was on a trip. Beverly Hills Lexus forced me to buy the paint/interior protection as part of the market adjustment. I had to make multiple requests to the finance manager to provide the full contract explaining coverages, at sale I was only provided the enrollment form. When I asked for the service order to show it was actually installed, the GM, Sales, and Finance managers all ghosted me. Never heard a word back from them. Currently my GX is at the Santa Barbara Lexus for some issues. The brakes squeak and are being repaired, my hood flexes so much that it wore through some paint on the bottom where it makes contact with the seal, none of my heated seats work, the passenger massager does not work, the nav screen starts up on the opposite mode, day/night and several others minor issues. After a week at the dealer, Santa Barbara, I called the service advisor and asked for an update. He gave me the vaguest update that could have been given. He basically did not know the status of any of the items of the list that needed to be repaired, where they were in troubleshooting, what parts may be needed, or what was being worked on or scheduled to be worked on or a target day to complete the repairs. After our conversation I sent him an email with questions I needed answers on each item on the service order. Again, this is after a week of them having my car with zero communication from them. He called me back and basically told me he did not have time to answer my questions, they have 40+ cards dropped off every day and that if I did not have patience to get my issues resolved I should just come pick up my car and take it somewhere else. At one point he threatened to have it towed back to my house. I'm currently waiting for a call from the service manager. This is a dealer that marks the GXs $15K-$20K so I'm going to assume customer service and fairness is not in their DNA and will most likely be picking my car up from them. Lexus of Seattle was great with my brief interaction with them. They provided updates and their facilities were very nice. Their service was day and night from what I have experience in Beverly Hills and Santa Barbara. I'm still in a bit of shock from my interaction with the service advisor. What is going on with my car, what's left to do, and when can I expect it back don't seem, to me, to be outside of the basic service any dealer should provide...

 

[deadlikeme]

On the Bad, Good service issue I have not had a very good Lexus ownership experience. So far I have dealt with 3 dealers, Beverly Hills where I purchased, Santa Barbara where it gets service...for now..., and Seattle where I was on a trip. Beverly Hills Lexus forced me to buy the paint/interior protection as part of the market adjustment. I had to make multiple requests to the finance manager to provide the full contract explaining coverages, at sale I was only provided the enrollment form. When I asked for the service order to show it was actually installed, the GM, Sales, and Finance managers all ghosted me. Never heard a word back from them. Currently my GX is at the Santa Barbara Lexus for some issues. The brakes squeak and are being repaired, my hood flexes so much that it wore through some paint on the bottom where it makes contact with the seal, none of my heated seats work, the passenger massager does not work, the nav screen starts up on the opposite mode, day/night and several others minor issues. After a week at the dealer, Santa Barbara, I called the service advisor and asked for an update. He gave me the vaguest update that could have been given. He basically did not know the status of any of the items of the list that needed to be repaired, where they were in troubleshooting, what parts may be needed, or what was being worked on or scheduled to be worked on or a target day to complete the repairs. After our conversation I sent him an email with questions I needed answers on each item on the service order. Again, this is after a week of them having my car with zero communication from them. He called me back and basically told me he did not have time to answer my questions, they have 40+ cards dropped off every day and that if I did not have patience to get my issues resolved I should just come pick up my car and take it somewhere else. At one point he threatened to have it towed back to my house. I'm currently waiting for a call from the service manager. This is a dealer that marks the GXs $15K-$20K so I'm going to assume customer service and fairness is not in their DNA and will most likely be picking my car up from them. Lexus of Seattle was great with my brief interaction with them. They provided updates and their facilities were very nice. Their service was day and night from what I have experience in Beverly Hills and Santa Barbara. I'm still in a bit of shock from my interaction with the service advisor. What is going on with my car, what's left to do, and when can I expect it back don't seem, to me, to be outside of the basic service any dealer should provide...

That is a miserable experience. I am always amazed at how much variation there is between dealerships in terms of customer support. Hopefully, you got someone on a bad day during a stressful week that explains the lack of professionalism. It is good you are in Southern California where you have lots of choices. Wish you were closer to Longo, I had a number of positive experiences with them on the Toyota side.