Complaint Owner of 2007 Lexus RX350. Arranged repair with Flow Lexus for Sat. 4/19/14- afternoon. Vehicle was shaking around 55/60 mph. Arrived for appointment- Flow assessed the problem which we thought was a cylinder point- it was, said to be #5 or #6- hard to get too- estimated repair time via service rep- (3 hours). We arranged a loaner (RX350) and drove away to do some shopping maybe go home and return on another day.Very short time after leaving my wife (****** ********** received a phone call- "there's a crack in your windshield- approximately 3"crack"- we had not seen a crack. We were only a few miles from the shop so we immediately turned around and went back. I examined the crack- it was more like six inches- 3" from near base of the windshield(middle of the windshield) and right turn and across about three more inches. It was not there on the drive up. Flow never offered to do anything about the crack. It was not cracked before we arrived at the shop. The base of the crack is below the level where the wipers are and seems to be below the hood line. We feel Flow cracked the windshield now we are asked to get it fixed after a $490 bill for about two hours of work- we went back around 5pm (decided not to go home- Troy, NC) and we paid for the repair and drove off in our car. The windshield is cracked and we also feel we were overcharged for the repair that was done. My wife emailed ans asked for a service charge breakdown and received a vague answer (if depends on this and that). What is that?
Desired Settlement Windshield replacement for cracked windshield.
Business Response THE WINDSHIELD WAS CRACKED AT THE BOTTON OF THE BASE UNDER THE WIPERS AND WHEN WE TOOK OFF THE WIPERS TO FIX THE CYLINDER POINT IT SPREAD AND YOU COULD SEE IT.WE CALLED THE CUSTOMERS TO COME LOOK AT IT AND WE WENT OVER THE REPAIR ORDER WITH THE CUSTOMER TO LET THEM KNOW THE COST OF THE REPAIRS BEFORE WE START THE WORK.WE FEEL WE WERE NOT AT FAULT BUT IF THE CUSTOMER THINKS WE CRACKED IT WE WILL REPLACE THE WINDSHIELD FOR THEM.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The response is not sufficient. It does nothing. The windshield crack was not there before the repair- how could it be under the hood and under the wipers- what caused it? Was it a defect? I looked under the hood 2-3 times the week before we took the vehicle in for the repair- I saw no crack. We know that the crack was small at first sight when they called us back after leaving the shop in a loaner-and twice as long after the repair. They can't repair the windshield because that has already been done. It was nearly three weeks after this incident that the windshield repair company finally fixed it- we did not drive it for the crack had grown across half the windshield and we deemed it a safety hazard.
We kept asking Lexus-G'boro for some resolution. My wife called and asked for a service charge breakdown-which we never received. Finally, we called Lexus- national and wrote BBB.
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