Fresno Lexus

Avoiding resolving their mistakes is their specialty I had an offer from Lexus Corporate to pay 35% of the cost of replacing the front seats in my car. I guess Fresno Lexus was not going to make any $ on I had an offer from Lexus Corporate to pay 35% of the cost of replacing the front seats in my car. I guess Fresno Lexus was not going to make any $ on the deal because they seemed to be unable to iron out the details with Lexus Corporate for 5 weeks. During this time, they never contacted me. I had to reach out to them and sometimes my calls were not answered. Finally, they ordered the seats and I dropped off my car on Thursday. On Monday, Frank contacted me and said there had been a delay on arrival of the seats but that they had arrived that day and my car would be ready on Thursday. On Thursday, I inquired if my car was ready. Not only was it not ready, I was told that I would have to wait for my service advisor, Frank Caldron, to explain, "the problem with the seats". I attempted to reach Frank Caldron for another day but he was generally, "unavailable" and we did not connect. On Friday morning, Frank was still "unavailable" and I asked to speak with Darrell Lindsey, the Service Manager. He was unavailable on the 3 attempts I made to reach him. I explained via voicemail to Darrell, and to the customer service staff that I spoke with, Steven, that I live out of town and simply wanted to know, before I drove to Fresno pick up my car, if it had been taken apart etc. Could I even pick it up in its original condition? Darrell never returned any of my calls and Steven did not know if I could pick up my car and drive it off the lot or not. He explained that Darrell's message to me was that I would have to speak with Frank. He literally refused to give me any information about my car. I was finally able to speak with Frank Friday at 5:30 pm- 8 days after I had dropped my car off, 5 days after the seats had arrived, and 2 days after I began inquiring about the condition of my car. Frank indicated that Fresno Lexus ordered and received seats which were solely the frame of the seats, no actual seating surface at all. The dealership would have to order the actual seat for another $4,800 and wasn't sure when that would arrive. Frank had previously arranged for a body shop to also replace the carpet for me and I asked him to move forward with having this done and not replace the seats. He informed me that the cost of this service would be an extra $200 since the body shop would now have to remove my car seats. I requested that Fresno Lexus pay the additional $200 since they had caused me to make decisions and plans around incorrect information and to be without my car while no work was done on it. He indicated that he would ask Darrell and have him call me. Darrell never called me and I am now picking up the car in its original condition. More

Horrible service department customer service Worst customer service in service department. A known issue and they tried to charge me $1200! Carbon build up in engine. They stated I didn't bring i Worst customer service in service department. A known issue and they tried to charge me $1200! Carbon build up in engine. They stated I didn't bring it in during their warranty time. How was I even to know there was a huge issue if they didn't notify me? I fell just outside of their warranty for this known issue and therfore was declined. When I went to pick my car up (because there was no way I was going to pay that amount ) they tried to give me the wrong car! Also took my car in for brakes and they tried to charge me $1600! Took it to a family friend for $100. Outrageous prices for service department! They do not fix known issues if you are outside of their made up time frame. More

worst experience Waised my time with him.lost my deals with other lexus. He told me he has the car in stock and they didnt he did that for 2weeks. Waised my time with him.lost my deals with other lexus. He told me he has the car in stock and they didnt he did that for 2weeks. More

Just visited the dealership to talk about my new 2014 Lexus... We're gonna lease 1 or 2 for Real-time Outsource. We're so excited to be driving the new RX in 2013. We love the helpful staff... Lexus... We're gonna lease 1 or 2 for Real-time Outsource. We're so excited to be driving the new RX in 2013. We love the helpful staff...and in June we're planning to purchase our third vehicle from Fresno Lexus. More

\Sometime in March 2011, my 1998 Lexus GS400 was making some strange noise near the break pedal. Since I was not able to locate the problem, I drove to Fresno Lexus dealer in Fresno. After a mechanical some strange noise near the break pedal. Since I was not able to locate the problem, I drove to Fresno Lexus dealer in Fresno. After a mechanical inspection, the technicians determined that the ABS system was failing, even thou, the ABS light never went on. The cost of the repair, near $3,000. The cost of the diagnostic, $130.00. After thinking about it for some time, I decided to get my car fixed. Repairs were completed and I noticed, after driving away, that the same noise was present. I went back to Lexus dealer, complaining about the same noise. The technicians look at the problem for the second time and determined that the problem was caused by the steering shaft assembly. The cost of the second repair $672.45. Hoping that the problem was going away, I authorized the repair. After the car was given back to me, the same noise was present. I complained to the Service Manager and he promised me to get to the bottom of the problem. Losing confidence in the Lexus dealer, in the mean time, I went to a local mechanic, a non-Lexus mechanic. He was able to diagnose and fix the problem within one day. The problem, as found by the mechanic, was defective left and right tie rods. The cost of repairs, parts and labor, $425.00. I believe that the Lexus dealer has failed me on all counts. I believe I should be reimbursed the entire amount I spent, since my original complaint was never taking care. More

In 2007, I bought a 2005, Certified, Pre-owned Lexus 330. In 2007, I bought a 2005, Certified, Pre-owned Lexus 330. Within a short time, I noticed rattling and other noises coming from various places inside In 2007, I bought a 2005, Certified, Pre-owned Lexus 330. Within a short time, I noticed rattling and other noises coming from various places inside/under the dashboard. I took my vehilce to the dealership numorous times, asking them to fix this problem. Each time, I was told that they did not hear any unusual noises. To be fair, it ONLY rattles about 70-80% of the time. On one occassion, I as advised by the serviceperson that they did hear a rattling sound coming from inside the driver side air duct. I was told that they did not fix it due to the fact that I did not complain about noises coming from that location. Most of the service people I spoke with were professional and seemed fairly concerned with my problem, others seemed annoyed. During the warranty period, I had to have both side view mirrors replaced due to motor malfuction, which they did promptly and professionally. I have also had brakes, hoses and belts replaced (at their recommendation)which was also done in a professional manner. The last time I took it in with this complaint was in March 2012. The vehilce was out of warranty at that time, and they did not charge me for the road test. Basically, my complaint is that I paid $30,000 for a car that rattles and creaks, and I feel that Fresno Lexus made very little, if any attempt to rectify the problem. It's very unlikely that I will ever buy another Lexus, but if I do, it will definitely NOT be from Fresno Lexus. More

This letter is to recount the events as they happened at the Fresno Lexus Dealership on Saturday January 28 2012 at 10.30 am located at 777 West Palmdon Drive , Fresno, CA, 93722 On Sunday January 22, 20 the Fresno Lexus Dealership on Saturday January 28 2012 at 10.30 am located at 777 West Palmdon Drive , Fresno, CA, 93722 On Sunday January 22, 2012 the car wouldn’t start after stopping for a few minutes at a store. It was determined that the car’s battery was defective and would no longer hold a charge. The Fresno Dealership is closed on Sundays so I made the decision to replace the battery so that my wife and I would no longer be stranded. The car has been running for a week now with a new aftermarket battery without any problems. The 84 month battery (part number 00544MF240575) was replaced on June 13th 2009. I went to the Fresno Lexus Dealership for the battery under warranty to be pro-rated and have that difference credited back to me to offset the cost of the new battery. I was met by Jacqueline Lujano and explained to her the situation. She said that she did not know what to do and that she had never faced this before and went to get help from a co-worker named Dave Clarkson. I again explained the situation to Mr. Clarkson and he came back with a story to liken my situation to a thief who stole new Ford car parts and tried to take them back to a Dealership for money. I said “I’m standing in a Lexus Dealership with a failed Lexus part that is still covered under warranty, what solution do you have available to me?” he ordered me to go to the Service Department because he could “not” help me. Because without an invoice I cannot prove that I “paid for the part”. I told him I was not going to go to the Service Department, that he should go and resolve this issue on my behalf between the Parts and the Service Department while I waited at the Parts counter. A Service Consultant just happened to visit the cashier we were standing next to and for the third time I explained the issue all over again and I requested that he use the Vehicle ID (VIN) number to pull the service history on the vehicle in question. The Service writer came back with the printed information validating my story as I already explained three times. Now we had the “paper trail” that Dave Clarkson was so insistent on having and at this point I believed that the problem was going to be quickly resolved but, Dave disappeared. Jacqueline then came out and told me that there was “another” problem. She lacked the authority and that “nobody” at the Dealership on the weekend has the authority to issue any credit for defective parts. I asked her “Why is it that as a Lexus customer that I have to resolve things that Lexus ought to be resolving?” she said that this was a new kind of problem that she had not faced before. I then asked her “Why did Dave Clarkson liken my situation to a thief stealing parts and taking them to a Ford Dealership asking for money?” I told Jacqueline that I don’t need the money, and that I’m looking at a wrong situation with a failed Lexus part under warranty that I had no option but to replace right away. She said that she would have David Brown (parts manager) contact me on Monday. I told her that Lexus is known for being number one in Customer satisfaction, so why does Dave want to compare me to standing in a Ford Dealership with stolen parts? She said that he was a “really nice guy” and that I was being “intimidating”. To put an end to this e-mail, I was likened to an “intimidating thief” at Fresno Lexus because of a failed Lexus part still covered under warranty for a customer pay item. My dignity and my integrity were called into question and I was thoroughly insulted, in front of my wife no less, by the behavior of the “parts staff” at Fresno Lexus. I want you to understand that I’m going to widely share my experience with every website and every person that I come across. This behavior is unbecoming of a corporation such as Lexus and I believe the Fresno Lexus employees failed to represent the great reputation that Lexus once had with me. We are planning to replace a vehicle at the end of this year. I can tell you that purchasing a Lexus is no longer on the list. If Lexus wants to continue to staff its dealerships with such incompetence, I would be surprised if Lexus even remains in the top 5 in the forthcoming years. I also contacted the Lexus Corporate Customer Service 800.255.3987 this afternoon and documented my experience with a Lexus Representative. They were disgusted at the level of my treatment and apologized repeatedly on behalf of the Fresno Lexus staff. I left the defective battery on the front parts counter with Jacqueline and I am still waiting for a resolution. In the twenty five years that I have been dealing with new car dealers, this fiasco goes down as the worst experience that I have ever had. If a Lexus dealer cannot even resolve an issue with something as small as a battery, I dread to think what would kind of hassle I would get over something more complex such as a defective timing belt or a water pump. Feel free to contact me with any questions, concerns or comments. Kind regards, More