After the original diagnosis and repairs,
the car was running identical to the way I brought it in, but I still had to pay.
Brought my car into Lexus of Peoria for a check engine light because the engine was running improperly. First repair was to replace coil packs and spark plugs. That did not fix the issue. Second repair was to replace fuel injectors. That did not fix the issue. I was told by the shop foreman Casey to take the car home overnight, see how it drove for awhile, and then report back. The next morning all of the check engine lights came on and I had to drive the car immediately in to Lexus of Peoria for further diagnosis. Lexus admitted to not having repaired or seen these issues in their shop and were forced to bring in a regional representative.
After over a month of my car being in Lexus of Peoria's care, I was tired of getting the run around and decided to have a third party replace the hybrid battery. The new hybrid battery cleared up all issues. The third party also felt that the original repairs were unnecessary and that replacing just the hybrid battery should have solved the problem.
I feel that I was forced to pay for a list of repairs for a car that was never fixed. After speaking with and trying to remedy the situation with the general manager, the service manager, and the shop foreman, I was provided no consolation to my disappointment.
I expect a refund for the $1,070 of misdiagnosed and improper repairs. That does not include the $900 in extra parts I was forced to buy and am not asking for.
To Whom It May Concern:
After discussing this complaint with the staff at Lexus of Peoria, we wish to provide the following history of events:
Mr. ***** brought in the vehicle to Lexus of Peoria on March , 2015, with 89,763 miles and RO #XXXXXX because of a factory recall and to exchange winter tires for summer tires. He also complained of warning lights coming on as well as the vehicle shaking, idling high, and lurching when coming to a stop. The vehicle had misfire codes for cylinders 1 and 6. We swapped coils on those cylinders with 2 and 3 and the misfires followed the bad coils. We replaced two (2) coils and spark plugs to repair the misfire.
During the test drive, system lean codes PO171 and PO172 appeared. We checked the vehicle for PO or fuel quality but did not find a problem. After further diagnosis, we found the direct injectors were faulty. We replaced the direct injectors Mr. ***** bought and supplied to us. We road tested the vehicle. Operation was normal so we returned the vehicle to Mr. *****.
After a couple of weeks, the vehicle was returned to us on April 17, 2015, with 89,867miles and RO #XXXXXX. The warning lights were back on. Codes POA7F and POA8O were present. These codes indicated Hybrid battery failure. Mr. ***** declined repair.
The vehicle had multiple problems that were addressed one at a time and corrected. Nothing was misdiagnosed. The vehicle was driven by Mr. ***** before the Hybrid battery issue became apparent.
While we regret Mr. ***** continues to have problems with his vehicle, we feel we did nothing wrong in the servicing of his vehicle.
******** ** ***** Senior Vice President
Underwriting & Risk Management
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is not fully honest. The car was not brought in for a recall. It was brought in to check the engine error codes and to remedy the shaking and high idling. The service department had to bring in a regional representative to help diagnose the issues. After recommended repairs were performed over a month period, I came to pickup the car and explained to the shop foreman that it sounded and felt identical to the way I brought it in. I was advised to take the car home overnight and report back. The very next morning, not 2 weeks later, multiple error codes appeared. I then took the car back in that same morning to be repaired again. The new diagnosis was a hybrid battery replacement. The hybrid battery and engine repairs are separate issues. Thousands of dollars later I made the decision to no longer own Lexus vehicles and/or have them serviced by Lexus of Peoria. I traded the vehicle in to *** ***** of Eureka, IL. *** ***** confirmed that the engine was still having the same issues and the repairs Lexus of Peoria performed were either misdiagnosed or improperly performed. I am out the $2,000 paid for shoddy engine service. That does not include the cost of the hybrid battery and installation.
Final Business Response
July 2, 2015
Better Business Bureau of Central Illinois, Inc. 112 Harrison Peoria, IL XXXXX
Re: ***** *****
To Whom It May Concern:
Mr. *****'s vehicle was evaluated and serviced per Lexus Technical Standards by Certified Lexus Technicians.
While we regret Mr. ***** was not satisfied with his experience at Lexus of Peoria, we do not feel Lexus of Peoria did anything wrong in diagnosing or servicing this vehicle.
Greggory S. Ketay Senior Vice President Underwriting & Risk Management
Greggory S. Ketay Senior Vice President - Underwriting & Risk Management