ComplaintsforLexus of Tucson

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 10 month old Lexus hybrid experienced an unexpected startup problem followed immediately by a 15% loss in gas mileage as noted on the drivers display and at the pump. I brought it to the dealer for warrantee service. The dealer was unable to find the problem via diagnostic testing and refused to ask for Lexus engineering support. Lexus confirms that the dealer is not required to ask for support. My resolution is to have the dealer provide experienced Lexus engineering support.

  Business response

  03/22/2023

  To whom it may concern:
  
  Re: complaint id 19591558
  
  On January 6th, 2023 we looked at this vehicle and found no operational issues with the vehicle. There were no codes stored in the vehicle and all sensors were operating within their specifications. We test drove the vehicle and found it to be operating as per design. We can agree that the customer is not currently getting the advertised 44 mpg, but there are many factors in this and it is not uncommon for any vehicle to get less than the advertised EPA fuel economy. We did not see a reason to involve the Manufacturer at that time. Since then the customer took it upon themselves to call the manufacturer and create case ** ************ on March 8th, 2023. The manufacturer is exactly who would make the decision if a Specialist was needed to come look at a vehicle. The case was closed on March 13th, 2023 and deemed that this was not needed. The Dealership has now since the BBB case reached back out to the Manufacturer to try and see if they would like to appease the Guest. At this moment we do not have any official word as to if they will do this. The Dealership can also extend that we can schedule something at the next Dealership visit from our Representative at a future date that is not currently scheduled. Typically our Rep comes out quarterly and we have already had a visit this month. We would be happy to schedule time during this normal visit to look at this vehicle in the event we do not get a specific appointment just to look at this one vehicle. Furthermore, the dealership is willing to work with the Guest to better explain functionality and possibly even test drive under ideal parameters that the vehicle will attain the stated fuel mileage.
  
  Kind regards,
  
  Connor Cullen
  Service Manager
  Lexus of Tucson Automall
  520-696-2814

  Customer response

  03/23/2023

  My previous email was forwarded around Lexus and they were unhappy with it.  Currently the dealer has stopped talking to me and the Lexus hot line people hung up on me.  Unfortunately, it seems that even though Lexus is reponsible for the warrantee, if the dealer will not ask for support to help diagnose the problem, warrantee service ends there.  My next recourse is to try another dealer.  Feel free to close this out.  
  
  Please don't forward this.
  
  Regards, 
  *** *******

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