LX470 recall horror show

[JOFS]

So we live far away from the Lexus dealership to have the recall performed on our 2006 lx470 and we just got around to getting it done. We were told by Lexus that Toyota could not complete it. Still not done and the process has been horrible.

We called last week to schedule. Took 45 minutes of being redirected multiple times, hung up on several times and basically a long horrible experience. Hoping to have it done on Monday as we were traveling by the dealership and it would be convenient. Told we could have it done Wednesday and we couldn't drop it off any sooner.

My wife takes it today. Waits 25 minutes in the area waiting for anyone to help her. Then has the staff tell her she did everything wrong and parked in the wrong place. Also states that the vehicle has never been serviced there so they aren't sure they can fix it. They finally understand it is a recall and we live far away we don't service it there. They give her a loaner and tell her to come back at 230. Told she can't have the loaner for over 24 hours(dropped it off at 900).

Then they call her and ask her to call back. She calls back but they didn't leave who was calling or who to ask for. Proceeds to repeat the 45 minutes of phone clusterf@@k that she experienced before with repeated redirects, hangs up etc.

Then they call back. They don't have the part needed. It is back ordered. No idea when it will be in. They ask for her to come pick up the car then bring it back once the part is in. She says no, she will keep the loaner and they can send a driver with the lx470 after the recall is completed to pick up the loaner. I guess they didn't realize they would need the part when we scheduled this last week.

Has anyone else experienced such a mess with this recall? I just can't believe how painful this was to have the recall completed (not that it even is done yet).
John

 

[Trunk Monkey]

Horror show? Sounds like a series of minor inconveniences. Call the main Lex customer service line, they take things like this very seriously.

 

[JOFS]

If it happens to my wife and not me it is a horror show

But I think the fact that she basically lost a day due to it is more than minor inconvenience.

What is a day worth?

Also loss of the truck for an unclear period of time is an issue.

Reminds me of why I do most of my own work on the trucks.

But hey why should I expect reasonable customer service from a brand that supposedly prides itself in it.

 

[Keowee]

Reminds me of the long list of "up sell maintenance" phone calls. Fifty-dollar air filter and seventy-dollar cabin filter. Neither was due for a change. Five hundred-dollar brake job. No thanks, I have the parts already. The ten-dollar discount if you book online is a real incentive. Yeah right, maybe a bag of Lexus cookies instead.

And then the service dept closes forty-five minutes before advertised hours. Forty miles for nothing plus return trip. And then the emails advertising extended service hours that don't exist.

After all that I give Lexus credit for a great product that they stand behind. The dealership is busy as hell so a cheap ba$tard like me ain't gonna matter in the scheme of things. Take those other people's money.

 

[suprarx7nut]

And here I've always heard how exceptional Lexus service is.

I agree with calling Lexus North America and not the dealer. In my experience with various dealer networks the dealers will absolutely bow on command for the Manufacturer HQ entity, but will hesitate to even look your direction if you ask for the same thing. Lexus NA will have a VERY different demeanor than what you've experienced and I'd put money on it that they will see to it that your dealer falls in line and FAST.

Good luck!

Contact Lexus | Lexus.com

 

[Spike555]

When they threaten to pull their franchise their attitude changes.

I still need to have mine done but they close at 5 and I don't get out of work until 7.
And when you work for a small buisness with no extra people you can't just take a day off to drop your car off to get fixed.

 

[3D FJ]

What recall?

Also.. once you take to social media (fb and especially twitter) these companies tend to change their tune real fast.

 

[aging fleet]

I had mine done earlier in the year. The Toyota store wouldn't give me a loaner, but the recall work was totally uneventful. Also had and alignment done that day and they managed to scratch the side molding that sits behind the rear wheel. The service manager bought me a new trim piece which is now just sitting in my basement as a spare.

@3D FJ , I assume we're talking about the ECU replacement for the curtain airbags.

 

[YodatheLC]

So we live far away from the Lexus dealership to have the recall performed on our 2006 lx470 and we just got around to getting it done. We were told by Lexus that Toyota could not complete it. Still not done and the process has been horrible.

We called last week to schedule. Took 45 minutes of being redirected multiple times, hung up on several times and basically a long horrible experience. Hoping to have it done on Monday as we were traveling by the dealership and it would be convenient. Told we could have it done Wednesday and we couldn't drop it off any sooner.

My wife takes it today. Waits 25 minutes in the area waiting for anyone to help her. Then has the staff tell her she did everything wrong and parked in the wrong place. Also states that the vehicle has never been serviced there so they aren't sure they can fix it. They finally understand it is a recall and we live far away we don't service it there. They give her a loaner and tell her to come back at 230. Told she can't have the loaner for over 24 hours(dropped it off at 900).

Then they call her and ask her to call back. She calls back but they didn't leave who was calling or who to ask for. Proceeds to repeat the 45 minutes of phone clusterf@@k that she experienced before with repeated redirects, hangs up etc.

Then they call back. They don't have the part needed. It is back ordered. No idea when it will be in. They ask for her to come pick up the car then bring it back once the part is in. She says no, she will keep the loaner and they can send a driver with the lx470 after the recall is completed to pick up the loaner. I guess they didn't realize they would need the part when we scheduled this last week.

Has anyone else experienced such a mess with this recall? I just can't believe how painful this was to have the recall completed (not that it even is done yet).
John[/QUO

So we live far away from the Lexus dealership to have the recall performed on our 2006 lx470 and we just got around to getting it done. We were told by Lexus that Toyota could not complete it. Still not done and the process has been horrible.

We called last week to schedule. Took 45 minutes of being redirected multiple times, hung up on several times and basically a long horrible experience. Hoping to have it done on Monday as we were traveling by the dealership and it would be convenient. Told we could have it done Wednesday and we couldn't drop it off any sooner.

My wife takes it today. Waits 25 minutes in the area waiting for anyone to help her. Then has the staff tell her she did everything wrong and parked in the wrong place. Also states that the vehicle has never been serviced there so they aren't sure they can fix it. They finally understand it is a recall and we live far away we don't service it there. They give her a loaner and tell her to come back at 230. Told she can't have the loaner for over 24 hours(dropped it off at 900).

Then they call her and ask her to call back. She calls back but they didn't leave who was calling or who to ask for. Proceeds to repeat the 45 minutes of phone clusterf@@k that she experienced before with repeated redirects, hangs up etc.

Then they call back. They don't have the part needed. It is back ordered. No idea when it will be in. They ask for her to come pick up the car then bring it back once the part is in. She says no, she will keep the loaner and they can send a driver with the lx470 after the recall is completed to pick up the loaner. I guess they didn't realize they would need the part when we scheduled this last week.

Has anyone else experienced such a mess with this recall? I just can't believe how painful this was to have the recall completed (not that it even is done yet).
John

I actually got mine done today. Which was the second appointment Toyota had rescheduled. Something that should probably take 1-2 hrs took 4. I was there all morning. I was complemented on how nice the truck was multiple times so of course I left happy.

However there were dozens of brand new Tacomas there for recall service too. Can't imagine being very happy buying a new truck and having to bring it back and wait a week+ to get it back.

 

[JOFS]

Called Lexus of NA

Took our info and they apologized for the experience.

Will see what happens as the dealer still has the truck and have given us no indication of when it will be completed.

Curious that the dealership doesn't have the part and say it is backordered with no indication when it will be in.

This is for the airbag ecu recall.

 

[KINGPALM]

I think you are looking for yelp.

then again I don't think I'm even allowed in a dealership..

 

[JOFS]

I think you are looking for yelp.

then again I don't think I'm even allowed in a dealership..

Nope not looking for Yelp, looking for feedback from others who have gone through the recall process for this vehicle. But I am done with this, will get my truck back whenever they get it to me and my wife can drive around their loaner. Just sure I won't go back to that dealership ever again.

 

[Mark WV]

Local Toyota/Lexus dealership took care of this recall on both my LX and LC. They had to order the part in ahead of time and then wait a few days for it to arrive - apparently there are different airbag ECU's for different years, etc. But this is something they should have known and had the Part on hand BEFORE having you bring the vehicle in. It took 4-6 hours on both - apparently center console has to come out -not sure what else they had to remove to get the the ECU.

Another advantage of the LX over the LC - Loaner vehicle provided while they took care of the Lexus - No loaner with the LC. (however they do have great coffee).

Hopefully Lexus NA will get this resolved quickly for you.

 

[Evan Kapel]

all this for an airbag ECU? You must have a lot of spare time.

 

[vman07]

I'm sure this info is just a few clicks away somewhere but what is the LX airbag recall issue?

I have an 07 LX and I'm trying to prioritize how important doing this recall is ....

 

[YodatheLC]

Wait six seconds after turning on he vehicle before putting it in gear. No problems will be had if you follow that one instruction. The recall is for premature deployment of side curtain airbags due to a faulty airbag control module. I would not risk the hastle of them going off. It's a half day at the dealership.


Also, they broke my cup holder in the rear of my center console, the ones for rear passengers. Didn't notice until I got home. So too late.