My vehicle was serviced on two separate occasions, I was charged $504.38 for repairs, and the issue described is still recurring.
I am writing to inform you about a frustratingly upsetting service experience I received for my "2007 Lexus IS 250" from 10/8/13 to 10/11/13.
I drove my vehicle to the Butler Lexus dealership in Macon, GA from my home in Cochran, GA, an hour-long drive, for the scheduled 110,000 mile service on 10/8/13. I explained to Ms. ***** **** that I was experiencing unexplained wet carpet and floor mats on both the driver and passenger sides, front and back, and inquired as to whether there may be a clogged air conditioner drain or other problem that could be investigated and fixed. When I returned approximately 4 hours later to pick up my vehicle, I paid $504.38 for the 110,000 mile service, repair of the A/C drainage gasket, and for the installation of air filter replacements.
When I entered my vehicle the next morning on 10/9, I observed the same excessive amount of moisture in the back seat floor. I immediately removed four wet clear mats, four wet Lexus floor mats that had mildew and mold growing on the rubber backing, and also observed wet carpet throughout the entirety of the vehicle. I placed the wet mats outside to dry, and left all the doors to my vehicle open in an attempt to allow the carpet to dry.
After several hours, I found the inside carpet still very wet, so I called the Butler Lexus office in Macon, GA and informed Ms. Bert how extremely annoyed I was, as Ms. ***** had assured me the carpet and floor mats should have been dried before the return of my vehicle. Ms. **** dispatched a driver to pick up my vehicle and deliver to me a loaner vehicle for the afternoon of 10/9.
The dealership returned my IS 250 on 10/11 at 9:20 AM, during which time they also took possession of the loaner vehicle. When I entered my vehicle at 11:30 AM, I inspected beneath the floor mats and found a significant amount of moisture on the rubber backing that will continue to cause additional mold and mildew if allowed to persist. Therefore, I do not believe the issue to have been satisfactorily resolved, despite the two service attempts.
Further, when I started my vehicle, I observed that the low fuel light was on. My car registered six miles of approximate range of driving. After immediately traveling to the closest gas station, I had less than two miles of approximate range and was forced to pay a higher price for gas than my usual choice of gas stations, which are located in an adjacent city.
It is clear that the carpet in my vehicle was either not thoroughly dried before the return of the vehicle after the second service attempt, or that there is still a water leak of unknown origin. Also, it is an undisputed fact that my vehicle was returned with a near-empty gas tank, which is not the condition in which I transferred the vehicle while in the care of Butler Lexus of Macon, GA.
While I have always serviced my car on a regular basis, and have never declined any action where service was recommended, I am outraged with the Butler Lexus service department's inability to correct the problems and restore my vehicle to normal operating conditions.
I had fully intended to trade-in my vehicle and purchase a new Lexus SUV in the near future; however, with this level of inferior maintenance and the unsatisfactory communication of a set of expectations with regard to the service performed on my present luxury vehicle, I will certainly take my future business elsewhere, unless some action is taken to address the multitude of failures I have experienced over this past week.
***** ** ******
I am seeking to have the dealership properly repair my vehicle such that the issue is fully resolved, and to refund me for charges related to prior repair attempts that did not fix the described problems.
Customer complaint covers service repairs from 10/8 to 10/11 concerning water leak. On or about October 16th, Butler Lexus removed and clean floor pan area of vehicle. In addition, carpet and pads were replaced with new lexus parts at the dealership (and Lexus expense) at a value of over $1,000 with no charge to the customer. As well, $30.00 of gas was put in customer car. I made one attempt to contact customer via phone to disucss if October 16th repair was satifactory to customer. Butler Lexus regrets that first attempts to address situation did not go well but hopes repair of Oct 16th was a satisfactory outcome. Please let us know if more help/assistance is needed