Reason for Visit: Service
I recommend this dealer: No
My Review of Sewell Lexus of Fort Worth:
Sewell Lexus of Ft. Worth, TX---Thumbs Down!
I bought my 2005 LS430 from Sewell Lexus of Ft. Worth, TX. less than 2 years ago. It currently has 13,000 miles on it and has always been kept garaged. I put it in the garage the other night, and when I woke up the next day to run some errands, there was a 10” vertical crack running down my windshield directly in front of the driver. Upon inspection, the crack started at the uppermost part of the windshield under the chrome border and ran straight down the windshield. I did not get hit by gravel, rocks or any other object. Since the crack was directly in front of the driver, it would have been obvious if I had been hit by an object. It appeared to be a stress crack, probably from improper installation or flexing of the car body. I took the car into Sewell after being told that this would be covered under my warranty but they would have to inspect it first. The Service Writer took a full 10 minutes inspecting it, finding no evidence of a rock or gravel strike. Then he took out his ballpoint pen and ran it up and down the crack, stopping at the top of the crack and moving it around. I couldn’t figure out what he was doing. Then he gets a magnifying glass with attached spotlight and shows me a miniscule impression, right where he was pressing his pen, and informed me that was where I was hit by a rock. This miniscule mark could not be seen with the naked eye, but he insisted it was a rock strike. There was absolutely no evidence of any rock strike or external damage to the naked eye. After I disagreed with him, he called the Service Manager who just agreed with the Service Writer’s assessment. When I disagreed with him, he said he would “call Lexus and see how they would handle it.” He came back and said that out of the goodness of their heart, Lexus would pay ½ of the nearly $1900 charge for a new windshield. When I told him I could get a new OEM windshield installed by Safelite Auto Glass for $197.90 he informed me that their glass was no good and that it would split and peel in time, unlike the superior Lexus glass. Then the New Car Sales Manager came and said he would accept the opinion of his Service Manager and the claim would be denied. He asked me if I would pay $475 for a replacement windshield and I told me it should be replaced under the New Car Warranty. The General Manager was supposed to call me upon returning 3 days later to resolve the situation. I never heard from him so I called him and he informed me they wouldn’t replace the glass under warranty. He had not even looked at the windshield. Needless to say I was very disappointed with the Service Department and Management of Sewell Lexus of Ft. Worth and will never buy another Lexus from them. Fortunately there are several other dealers available in the DFW area.
Update: I had the windshield replaced by Safelite Auto Glass 2 days later. I asked the 2 technicians at Safelite to check the crack after they had removed the framing and tell me what caused the crack. After their examination they told me there was NO evidence of a rock or gravel chip to the window, and that when the windshield was originally installed by Lexus, they had left a gap with no sealant at all under the area where the crack originated at the top, leaving that area unsupported, which caused the crack due to lack of support in that area and body flexing of the car. Lexus has continued to deny the claim.
This is just my experience……To be Forewarned is to be Forearmed.
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