The Incredible Case of the Disappearing Recall

[KLF]

Very pissed. Went in this morning to get the seat belt swapped. The adviser told me last week they would order the parts and have them when I brought the truck in. Got there this morning, went and sat in the waiting area, they came and found me 20 minutes later and said "we had to look at the truck and get the correct part". Some BS about the seat belt color. As if they couldn't just ask me. So now I have to go back on Friday. I hope they give me a chance to fill out one of their Customer Satisfaction Surveys, but not likely.

I will make sure they know that this is the last time I'll be setting foot in that dealership (Toyota of Portsmouth NH).

 

[camino70]

My recall was completed this morning in a little over an hour. Car wash and a tank of gas for my troubles and I was out the door by 10:00AM. For me, this case is closed....though for the life of me I can't believe how badly Toyota has handled this. I'd love an inside look at WHY.

Where'd you take it?

 

[Bob Frame]

Where'd you take it?

Hennessy Lexus of Gwinett. I've used them for years with good results.

 

[Bob Frame]

BTW, my call to Lexus Customer Service did shed some light on why the Enform system no longer advised that my LX was the subject of a safety recall. Apparently during my last service, done by a Toyota dealer, they wiped out the safety recall notification in Enform. Doesn't seem like they should be able to do that, but thats what I was told. Rep said she could reset the Enform system to re-institute the recall notice.

We'll see.

I am quoting myself here as it was the original point to this whole thread...the Enform says "open recall" for months and then sudenly says, "no open recall".

After pointing this out to Lexus Customer Service last month and being told that they'd reset my vehicle's Enform System's notification of an open recall..my August 16, 2019 Enform status report continued to show "no Open Safety recalls". Three days later, on August 19, 2019 the open safety recall was fixed. They failed to do what they said they'd do.

Nice job Toyota/Lexus.

 

[Whiskerz]

Will Lexus do recalls on Toyotas ?

 

[Bob Frame]

Will Lexus do recalls on Toyotas ?

Call them. I know that Toyota dealers will work on Lexus vehicles. But I suppose the question is whether a Lexus dealer can avail themselves of the needed Toyota parts and be compensated by the factory for performing this recall work.

 

[SilvaLX2011]

I dropped off my LX for scheduled recall appointment early this morning. Received loaner car to go to work. Picked up my LX at 5:30, Recall repair complete, washed and full tank of gas provided.

Glad this is done!

 

[Str8Laced]

Just had mine done today, new clean seatbelt, part 04008-72460 for my Ivory / beige belt.
Should've read the fine print before, Fuel Fill-up is part of the Recall, I had just refueled yesterday.
'Lexus’ usual customer care amenities of car wash and fuel fill-up apply to this Safety Recall' - Lex Dealer Recall Notes

Details

 

[Whiskerz]

Got it fixed at Toyota on attempt #2, no free gas or wash but at least got a " we are sorry" for the first mistakes.

 

[CharlieS]

My Toyota dealer just booked me in for an appointment to fix this recall, after verifying that the parts department already had the parts in stock.

 

[99Cruiser]

I got mine done yesterday at Toyota. They washed the LC but no free gas. I got a free loaner but it was actually a Nissan Sentra from the next door Enterprise rental car.

 

[linuxgod]

In for a post-Road trip oil change this morning and there is apparently a fix available for my 2013 now. Wasn’t available 5-6 weeks ago. I suspect they won’t have the parts in stock today so I’ll have to bring it back tho

 

[Lester did that]

Man I feel really bad for everyone that has had so many problems with this recall. I got the letter in the mail late last week, I purchased it earlier this year in march I think, and called my local dealer today. They told me they would call me back in 10-15 minutes to see if they have the parts in stock. 5 minutes later they called me back. Can you bring it in tomorrow. We have all the parts. I explained my work situation and they said no problem we can pick it up with your permission and drop off a rental to you. I told them I don't need a rental I take the train to work but half joking I asked if they would pay for an Uber for me to pick up my truck. He did not hesitate at all to the cab back to the dealership. I must say my few contacts with them have been fantastic. <always for parts>

It amazes me how dealers can be sooooo different even within a few miles.

 

[MikeVpdx503]

Ugh, scheduled my appointment for the remedy, was told by the service dept not to worry about the parts, they show them in stock. Drop it off this morning, call 4 hours later, sorry no parts in stock...now no truck until the parts come in maybe tomorrow, maybe the next day. I saw 2 other 200s sitting in the service dept lot, I wonder if they are in the same boat. At least I got a stylish 2019 Camry loaner, too bad they were out of minivans

 

[Eric Sarjeant]

Will Lexus do recalls on Toyotas ?

Maintenance yes, services yes, recalls no

 

[Markuson]

Finally got the explanation letter...

Zoom in to read if interested.

 

[cutiger1972]

I live in Asheville NC where these is not a Lexus dealership. The local Toyota dealership where I typically get my LX570 serviced informed me they could not do the recall for Lexus. So I contacted Lexus of Greenville, SC which is the closest dealership to me. They promptly set up an appointment and offer a concierge service to drop off a loaner and take my vehicle in to work on the recall. While my vehicle was at their dealer for just over a week waiting on this part, they kept me well informed of the status.

Today they call to say the work has been completed and ready to go...except the Airbag Warning Light is on and they want to charge me $135 to diagnose this by plugging in to see what code it throws(free service and advance auto and my trusty local mechanic). I think to myself shouldn't the recall have fixed this and also asked the service rep numerous follow up questions about this. I feel like I'm being worked over. Back in the late winter/early spring 2019 with the Airbag warning light and the passenger Airbag off light come at the same time. Coincidence, I think not! I've call Lexus customer service and as stated above very friendly but not at all knowledgable when it comes to technical information. What should be my next step? Get the $135 diagnosis. Decline the dianosis and take it to advance auto to get the error code? Take it to my local mechanic? Other Options?

 

[Sandroad]

I live in Asheville NC where these is not a Lexus dealership. The local Toyota dealership where I typically get my LX570 serviced informed me they could not do the recall for Lexus. So I contacted Lexus of Greenville, SC which is the closest dealership to me. They promptly set up an appointment and offer a concierge service to drop off a loaner and take my vehicle in to work on the recall. While my vehicle was at their dealer for just over a week waiting on this part, they kept me well informed of the status.

Today they call to say the work has been completed and ready to go...except the Airbag Warning Light is on and they want to charge me $135 to diagnose this by plugging in to see what code it throws(free service and advance auto and my trusty local mechanic). I think to myself shouldn't the recall have fixed this and also asked the service rep numerous follow up questions about this. I feel like I'm being worked over. Back in the late winter/early spring 2019 with the Airbag warning light and the passenger Airbag off light come at the same time. Coincidence, I think not! I've call Lexus customer service and as stated above very friendly but not at all knowledgable when it comes to technical information. What should be my next step? Get the $135 diagnosis. Decline the dianosis and take it to advance auto to get the error code? Take it to my local mechanic? Other Options?

Unbelievable! The airbag system codes may not show up on a regular OBDII reader at Advance Auto. The dealer should reset the light as part of the service. It's possible the recall work goofed something else up. If Lexus won't help you get through the dealer mess, I'm not sure what to do. Classic example of free recall service leading to dealer profit. Yuck.

 

[cutiger1972]

I live in Asheville NC where these is not a Lexus dealership. The local Toyota dealership where I typically get my LX570 serviced informed me they could not do the recall for Lexus. So I contacted Lexus of Greenville, SC which is the closest dealership to me. They promptly set up an appointment and offer a concierge service to drop off a loaner and take my vehicle in to work on the recall. While my vehicle was at their dealer for just over a week waiting on this part, they kept me well informed of the status.

Today they call to say the work has been completed and ready to go...except the Airbag Warning Light is on and they want to charge me $135 to diagnose this by plugging in to see what code it throws(free service and advance auto and my trusty local mechanic). I think to myself shouldn't the recall have fixed this and also asked the service rep numerous follow up questions about this. I feel like I'm being worked over. Back in the late winter/early spring 2019 with the Airbag warning light and the passenger Airbag off light come at the same time. Coincidence, I think not! I've call Lexus customer service and as stated above very friendly but not at all knowledgable when it comes to technical information. What should be my next step? Get the $135 diagnosis. Decline the dianosis and take it to advance auto to get the error code? Take it to my local mechanic? Other Options?

UPDATE!
Lexus dealership ran the diagnostic and found it was a lingering code that did not automatically clear when the replacement recall harness was installed. They did not charge me for the diagnostic and have restored my faith in humanity...well at least the integrity of Lexus of Greenville service department.

 

[cutiger1972]

Unbelievable! The airbag system codes may not show up on a regular OBDII reader at Advance Auto. The dealer should reset the light as part of the service. It's possible the recall work goofed something else up. If Lexus won't help you get through the dealer mess, I'm not sure what to do. Classic example of free recall service leading to dealer profit. Yuck.

UPDATE!
Lexus dealership ran the diagnostic and found it was a lingering code that did not automatically clear when the replacement recall harness was installed. They did not charge me for the diagnostic and have restored my faith in humanity...well at least the integrity of Lexus of Greenville service department.