Longo Lexus concealed vital information on the problems with my car. Thus,their negligence/retaliation ruined the motor. They are charging $12,000
On Nov 14, 2014, I brought my SUV to Longo Lexus due to car not accelerating properly. The battery was completely dead and it dies after starting.
Longo Lexus refused to replace my bad battery inspite of it being under warranty. I always request their standard multi point inspection &, as a AAA member, the 40 point inspection. They claim they checked the problems thoroughly and said the starter needed to be replaced. I told them it was not the starter. But they insisted. After releasing the SUV, the problem of car dying after starting still recurred. The acceleration still was not fixed.
On Nov 19, 2014, I brought it to Crown Lexus & they also refused to replace my battery since I thought that was the cause.
On Dec 4, 2014 I brought it back to Longo Lexus. They released the car without letting me know about the real problem of the acceleration, the knox sensor, which is a $ 200 part. Their concealment caused this huge problem of my SUV not being fixed. Furthermore, they did not provide the multipoint inspection that I asked for, as admitted by service adviser. These two main factors where the mechanic apparently did not check the fluids, specially the oil & their concealment of the know sensor replacement caused my motor to burn.
On Jan 14, my SUV suddenly stopped completely in the fastest lane of the 60 Fwy. I could not get it to start inspite of Longo lexus just replacing the starter a little over a month before. The battery was completely dead. I heard the cars screeching behind me and prayed that no one hit me or each other. Longo Lexus risked my life for their concealment and retaliation because I did not approve their check light charge. They also were upset that they had to repair an antenna damage that they caused. Dec 4 service documents were not given to me since the knox sensor was defective and they failed to report it to me to be fixed. The fact the this vital information was concealed, they concealed the oil was drained as well. Who knows what else they concealed? ***After I almost died in the freeway caused by my SUV abruptly stopping, I called the service department and spoke with another rep, ******. ****** confirmed that it is standard for mechanics to check the fluids, specially the oil every time a vehicle is brought to the repair shop. Since there was no oil in the SUV which cause the motor, the mechanic either did not do the multi point inspection that he was supposed to do & check the fluids as a priority. It is my honest belief that someone maliciously drained all the oil in retaliation for having to fix the antenna which they bent & my not approving the check engine light charge of $ 250. Bottomline, they diagnosed the SUV as faulty starter which they made me pay for. This was not a necessary repair. The real cause was the knox sensor but they concealed from me inspite of them knowing that the SUV will continuously have this problem of acceleration. They did this concealment on purpose. This is negligence, wilful attempt/intent to damage my SUV & intentional infliction of emotional distress towards me. Their concealment and negligence in failing to provide the multi point inspection, which checks all fluids, caused my motor to burn. Longo Lexus is liable and must repair all damage to my SUV at their own expense. I googled Lexus complaints on the internet and found out there a so many complaints against Lexus for major service problems and unresolved. Help me resolve this huge problem that Longo Lexus caused. My SUV is totalled and they have to fix it due to their horrible concealment and sad negligence and unprofessional retaliation. I could have died and they do not care. They still refuse to acknoledge that it is all their fault, their negligence, their concealment, their repsonsibility. Had they advised me properly on relaying the real problem why my SUV kept dying which is the knox sensor, mechanics would have done their multi point inspection & not retaliated.
Longo Lexus is responsible for all the damage that was caused due to their negligence & retaliation. Solution: they repair my SUV at their expense. The SUV was brought to them to fix and yet they create more problems with their purposeful concealment and neglect. They quoted a ridiculous amount of $ 12,000 for a new engine and $ 6,000 for a used engine. Well, since they are liable,then then should incur that cost. I am sure what they are quoting me will basically only cost them dramatically less, since they mark up their repair bills way too high. Since they caused this damage by not reporting the knox sensor problem and not completing their multipoint inspection as I requested, then they are SOLELY responsible. They must return my SUV to me in proper working condition. They caused my motor to burn due to them not providing their standard fluids inspection, their standard 27 point inspection and, as a AAA member, the 40 point inspection and their non-disclosure of the problem on the knox sensor to ruin my SUV further. They are experienced repair mechanics, service advisers. They know the function of the knox sensor and fluids. They know that they caused this damage on purpose by concealing these problems with the knox sensor and the fluids, specially the oil which they know since they drained it, will cause the motor to burn. They did not do what they were supposed to do to fix the problem of acceleration on the car & checking the fluids before releasing my SUV, specially since they already knew that the knox sensor had to be replaced. I am positive they drained the oil since I know that it is standard for them to checkt he fluid levele. Mechanics would have known if there was no oil. THey did not report it because in retaliation since I did not approve their $200 check light engine charge. They purposely did not advise me these vital informatin to wilfully and maliciously ruin my SUV so they must pay for their negligence & retaliation. By them not doing their job, they are liable. They cannot release my SUV to me without fixing the damage they caused.
Allow me to begin by apologizing to Ms. ***** for any frustration and disappointment they may have experienced when conducting business with our dealership. Our organization has enjoyed a long and beneficial relationship that centers on providing our customers products and services of incomparable value with world class service.
Although it's distressing to learn of their concern, we appreciate the willingness to provide us with an opportunity to review this situation and respond.
Ms. *****'s vehicle is a 1999 ***** with 163,463 miles. Vehicle was taken into Crown Lexus on November 19, 2014 (Repair Order # XXXXXXX) at which time an inspection was made and recommendations were declined by the consumer.
On or around February 3, 2015 guest had contacted Longo Lexus due to the vehicles hesitation in starting and the lack of engine performance, when stepping on the gas to accelerate from a stop. Longo Lexus provided a complementary flatbed service along with a Lexus loan car for their convenience while vehicle was being inspected by our dealership.
After inspection it was determined the vehicle was out of oil and the engine was seized. Without the oil to separate the parts, they begin to touch each other and metal-to-metal contact occurs at high speed. Without oil, an engine can destroy itself in a matter of seconds. When it is determined the vehicle damage is caused by misuse and or destruction is caused by an outside influence, the owner assumes the responsibility for repair cost.
Ms. ***** was provided information of the cost for a New and Used engine along with the parts and labor warranty for the repair, by our Service Director, Jose Uribe. Consumer has also been granted a one-time goodwill gesture; from Lexus Corporation for the amount of $2,000. The prerequisite offer, being made by Lexus Corp is as followed, consumer will need to have their vehicle repaired at a Lexus dealership and the $2,000 offer must be used towards a NEW engine.
Ms. ***** is also aware if she does not want to have her vehicle repaired at Longo Lexus, she will need to return the complementary Lexus loan car on or before Monday March 2, 2015 before 7:00 PM, refusal to do so will result in a fee of $99.00 per day until vehicle is returned.
While we regret that consumer has incurred this expense, both Longo Lexus and Lexus Corporation will not be able to provide any further assistance.
In closing, consumer has the contact information of Jose Uribe our Service Director for Longo Lexus.
It is time to submit my response to expedite the repair of my SUV that Longo Lexus ruined in their service department due to their negligence or wilful, malicius acts of commission and/or ommission.
So far, Mr. ********** Service Manager from Crown Lexus, has not committed to putting his statements to me in writing.
Nevertheless, he mentioned that he will speak with anyone inquiring about the oil in my SUV and that he guarantees that the oil should have been in the tank of my SUV after they did their multi point inspection in Novemer 2014. He assured me that it is standard for them to checks the fluids and top them off. Most specially the oil..
He specifically said that, although there was a leak problem, the oil was not dripping out, specially not dripping profusely out of its tank to deplete the full tak of oil in a month and a mere 400 miles of usage.
He further stated that my SUV could run in 1 quart of oil. Therefore, for my SUV to have the oil entirely depleted causing all the damage on the motor, is not possible. from the time it was at Longo Lexus on December 4, 2014 until the time it stopped abrupty in the freeway on January 14, 2015 was barely a little over a month
Someone at Longo Lexus was very negligent, either wilfully or unintentionally who forgot to replenish the oil that was depleted or simply did not check the fluids as per my requested multi point inspection..
The fact that the mechanic of lonmg Lexus released my SUV, after a 2 mile roadtest, claiming that there was norhjng wrong with mySUV is in fact gross negligence.
In reality, there was everything wrong with it. Aside from the knox sensor malfunctioning, It DID NOT have any OIL. The knox sensor needed to be fixed since this was the precisel the reason my SUV failed to have power-exactly why I had to bring the SUV to the shop for repair. BUT the advisor failed to disclose this solution.
Grandview Garage maintenance invoice is also attached as well.
I will research who did the "smog test" on my SUV which passed ***** two years. It passed *** smog tests because my SUV is properly maintained, contrary to the fals statement of service dept of longo Lexus.
I look forward to your response in my favor.
Final Business Response
Longo Lexus would like to reiterate our standpoint and inform Ms. ****** *****, we will not be able to provide any further assistance and nothing, has changed from our original offer.
On Thursday May 28, 2015 Ms. ***** was in contact with our Service Director, Mr. Jose Uribe and was informed of our direction. Ms. ***** has also gotten involved the Executive Office of Lexus and has contacted the Bureau of Automotive Repair (BAR). The BAR has asked Ms. ***** for receipts on her services that she's performed on her vehicle, to the best of our knowledge and till this day she has not been able to provide those documents.
No further assistance by Longo Lexus will be provided to Ms. ****** *****.
Final Consumer Response
LONGO LEXUS LIABILITY FOR NEGLIGENCE AND/OR WILFUL MALICIOUS INTENT
PROBLEM: ACCELARATION PROBLEM
WHILE IN SHOP: SUV BECAME WORST:
1. OIL DRAINED CAUSING MY ENGINE TO ITS TOTAL DESTRUCTION
2. SOLUTION to ACCELERATION PROBLEM CONCEALED - "KNOX SENSOR" CODE NOT REVEALED ON PURPOSE - BUT RELEASED MY SUV, FALSELY STATING MY SUV HAD NO PROBLEMS & THAT IT WAS PERFECTLY FINE, THUS CAUSING MY SUV TO STOP ABRUPTLY IN THE FASTEST LANE OF THE 60 FWY WHERE I COULD HAVE BEEN KILLED
Considering management of Long Lexus refuses to acknowledge any responsibility on completely ruining my SUV, Lexus Corporation Customer Relations managers have escalated this devastating destruction of my SUV to the President of Lexus Corporation. My SUV has been non-functional since January 2015 but Longo Lexus service management has no concern at all. ****** ********* refuses to admit that he failed to advise me that the "knox sensor" had to be replaced or repaired to fix the acceleration problem. Instead, he advised to replace the "starter" which, in truth, has nothing to do with the acceleration problem. Mechanic failed to inspect the fluids as they should have, topping off the oil to the 5-7 quarts it is supposed to have. As a matter of fact, on the contrary, they drained the oil, either negligently or willfully/maliciously.
Mr. ********** Service manager from another Lexus dealership, who also did a multipoint inspection on my SUV in November 2014 (same month it was in Longo Lexus), stated that they topped off the oil. He said all 5-7 quarts of oil should have still been there in the tank, especially at the time the engine was totally burned - only 400 miles.
*** ******** who is very sympathetic and helpful, is representing the President of Lexus Corporate on my behalf. She is doing everything she can to reach out to Mr. ***** ********* General Manager of Longo Lexus, to resolve this issue in my favor, bearing in mind the fact that I was told my SUV was ready to be picked up & there was NO acceleration problem, despite knowing fully well that the "knox sensor" had to be replaced or repaired. The knox sensor was definitely the solution to the problem I brought it in for. Instead they concealed it. The documents indicate that the mechanic drove it for a couple of miles and falsely stated that the SUV was perfectly fine. How can it be fine when the solution to the acceleration, "knox sensor", had to be replaced but was concealed from me? Instead, the service adviser, ****** ********** strongly advised me, to replace the "starter", which was absolutely NOT the solution to the problem of the acceleration on my SUV.
Not only did my service adviser, ****** ********** conceal to me the solution (KNOX SENSOR) to my SUV acceleration problem, the mechanic purposely released the car, saying there was nothing wrong with it. On the contrary, he and ****** ********* knew the "knox sensor" had to be replaced or repaired and yet released the SUV, concealing it from me, letting me know there was no problem.
More importantly and more catastrophically, they also were negligent in properly checking the fluids, specifically the oil, despite my two requests for 61 multi-point inspections in a period of three (3) weeks. The first one, they claim they did. The second multi-point inspection, the service adviser, ******, admits the mechanic did not do it because he purposely did not order it. He specifically said, "The mechanic only does what he tells the mechanic to do".
After I was victimized with the total destruction of my SUV in January 14, 2015, I left messages on ******'s voicemail, asking him why he RELEASED my SUV, concealing the "KNOX SENSOR", the solution to the acceleration problem of my SUV, he never returned my calls. At my very last attempt to communicate with ******, as I teleconferenced Ms. *** ******* in as my witness, he again did not answer the phone. I left a message to his voicemail as Ms. ******* listened. To this day, May 27, ****** has not returned my calls.
In summary, ****** made it appear to me that the acceleration problem was fixed, concealing the root of the problem. He never called me back to explain his negligence. This leads me to believe he did it intentionally. This was the "concealed" solution to the problem I brought my SUV for - not the "starter" that ****** made me replace. Moreover, the 61 multi-point inspection, not once but twice, falsely assured me that they did their job on topping all the fluids, specifically on topping the oil. On the contrary, the truth is the oil of my SUV was drained. Either negligently or willfully, the culpability and liability belongs solely to Longo Lexus. They must take accountability and responsibility on their $10,000 damage. Whoever did this despicable draining of my oil, knew that this would destroy my engine. A little oil was purposely left, just enough for my SUV to function only for 400 miles, totally destroying the engine of my SUV. Mr. ********** Service Manager of another dealership, Crown Lexus, stated to me that if the oil of my SUV was truly properly topped off by the mechanic, the 7 quarts of oil should have been in the tank, especially after 400 miles, the exact mileage when my engine was completely burned.
The most crucial factor or all is that I could have lost my life. I was at the fastest lane in the 60 Freeway when my SUV completely and abruptly stopped. I could have been hit from behind with multiple cars and caused multiple accidents. Nevertheless, it caused a long pile of traffic due to my SUV stalled, waiting an hour on the fastest lane of the Freeway for AAA to come. Did anyone from Longo Lexus from the service department show concern, sympathy or apologize for almost losing my life. NO!!! It makes it clear they do not care for my life - they care less about my SUV to its ultimate destruction. Adding insult to the injury, the service department management stick me with a $ 15,000 bill to put in a new engine.
I appealed to Mr. ***** ********* General Manager of Longo Lexus. He showed some concern. He lowered the repair bill to $ 10,000. It was a good gesture but I was not willing to pay for the damage they caused. They must take responsibility for the damage service department caused. They should not have released my SUV assuring me that there was no acceleration problem when there actually was a problem with the "knox sensor" that had to be repaired or replaced. What's worst is the oil was drained. It is Longo Lexus liability for their staff's negligence or willful/malicious act of omission or commission.
At this point, I must give acknowledgement to the Customer Relations of Lexus Corporate managers and Ms. *** ******** acting on my behalf and for showing concern/ sympathy towards me and my SUV catastrophy. Ms. *** ******** representative of the President of Lexus Corporation is the only one who really apologized to me for almost losing my life due to Longo Lexus' service department negligence and/or willful draining of my oil and concealment of the solution to my acceleration problem.
In the interest of justice and good ethics, I trust that, in the next few days, Ms. Joy Gustave, speaking for the President, on my behalf, can finally enlighten Mr. McCarthy, General Manager of Long Lexus, to honestly acknowledge responsibility on this damage and repair of my SUV due to the acceleration problem and equally devastating engine fiasco. Longo Lexus, through its General Manager must uphold the credibility and integrity of Longo Lexus by accepting responsibility on the failure of their service department's obligation to properly repair their customer's Lexus vehicle. I do hope Longo Lexus can resolve this so I do not have to resort to legal action. I would hate to go this route but, if unresolved, I have no choice.
A final thought, if my problem is resolved, I will retract my BBB complaint so it does not go public.
If unresolved, once this is posted publicly, I will post my cell phone number in order for consumers to communicate with me. Consumers who have similar negligent or willful acts committed by Lexus service departments through their acts of omission or commission can meet with me and we will act accordingly through legal counsel.