I bought my car at @lexusdowntown.to @lexuscanada last year 2019 when the first UX model came out. I’ve recommended this dealership to all my friends searching a new car, after a couple of months of driving and being impressed with their customer service. One of my best friends bought the exact same model, shortly after my recommendation.
TO BE CLEAR, I MADE NO COMMISSION, HAD NO INCENTIVES, NO OFFERED PROMOTIONS OR ANYTHING OF THAT KIND FROM THE
DEALER TO SPEAK SO HIGHLY OF THEM.
Unfortunately, shortly before my friend’s first maintenance was due (drove less than 8000km), her front tire BROKE on the highway, making the car UNCONTROLLABLE and veered from the far right lane to the far left shoulder (2 lanes away) - at the speed of 100km/h. Luckily no one injured - it was at 2AM so there were no cars around. She called Lexus to log in a complaint; they said they couldn’t do anything about her accident, and that it was her issue to fix.
My friend needed the car at the time and couldn’t afford the time to address the problem further with Lexus, so she found her own mechanic and paid to get the tire replaced. The mechanic commented that the tire is a manufacturing defect (Picture in the next story). The tire bubbled during use, so the car was totally unsafe to drive from the start! How was she to know that her car was going to fail when she JUST got her car?!! When it is brand new, straight from the dealership?
We shelved the matter as possibly bad luck, until my car RAN INTO THE EXACT SAME ISSUE!!!! Last week, I took my car to the same garage for maintenance. LUCKILY, the mechanic noticed my bubbled tire and told me that I have the same problem as my friend’s: that my tire was about to pop (Picture of bump). It would be unsafe for me to continue driving it, even on a flat tire (referring to my friend’s experiences).
I went to @lexusdowntown.to to address this very serious matter: whether it is a manufacturing defect or bad luck that both my friend and I have bubbled tires, I wanted to make it known that this (tire) model was endangering lives. It could have been at the expense of my friend’s life, and mine (had I not gone to my mechanic for a maintenance check).
After explaining what had happened to the tires to the Service Manager on duty (Joseph Fan), he reiterated that @lexuscanada, a HIGH END, LUXURY CAR BRAND DOES NOT COVER THEIR TIRES UNDER THEIR ONE YEAR WARRANTY. Additionally, he insinuated that the bumps on our tires were the result of our driving, and so, there was nothing else he could do. This is after he understood that my friend swerved off the highway due to the decapitated tire of her brand new car!
Due to the complete disregard of the potential repercussions of bubbled tires on the roads, I requested to escalade the matter to the general manager. I was told to come back Monday, as he was not in that day (Saturday). I chose to come back on Monday and wait all afternoon for the general manager (Christopher Lina) in hopes that he would understand the urgency of this matter. After re-telling the entire situation to him, and despite my friend calling in to tell them her tire had popped on the highway, he responded with: “We haven’t received any complaints about that model.”
@lexuscanada, this has been an extremely disappointing experience with @lexusdowntown.to . It is incredulous how flippant the Lexus team has been throughout this entire ordeal, ESPECIALLY when the only thing separating one luxury dealership from another is by how they address clients’ concerns.
After this experience, I WOULD NOT RECOMMEND ANYONE to do business with LEXUS: the money you spend for it can be spent elsewhere - SMARTER, SAFER and MUCH BETTER VALUE in return. I am embarrassed that I vouched for @lexuscanada, when they can’t even stand behind their own products.
This is my last -unsafe! - purchase from @lexusdowntown.to, @lexuscanada!