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I am very displeased with the level of service I received on my latest experience with JM Lexus.
Let me first start by stating some facts:
Since the purchase of my 2006 Lexus GS 300 I have had all of my service done with JM Lexus even to include all of my oil changes.
My vehicle was under service warranty for many years after my initial purchase of my vehicle and JM Lexus did not identify my problem which would have been covered under my warranty at that time.
I complained several times about this issue I was having. I was always told there was not an issue and my car was fine.
Even after my warranty ran out I had purchased an extended warranty to cover my vehicle and again JM Lexus even during that time period never identified my problem I was having which would have been covered under that warranty also.
I brought my vehicle into JM Lexus on several occasions and mentioned a knocking sound I was hearing when my car started. Each and every time I mentioned it to the first point of check in to which sometimes they checked for the noise and other times they did not to which they said they will have the service guys check for me. Every time I got the call to pick up my car they advised either they didn't hear it or they did not know what I was talking about. this went on for years. Once I couldn't take the noise anymore I reached out to several mechanics to which they ended up doing there own research after hearing the noise and found an internal memo (L-SB-0152-08) generated from Lexus to their individual dealerships dated Oct 27th 2008 stating that the problem occurs with 2006 gs 300 models and it described my exact complaint with JM Lexus. It also said that it would be covered under my warranty both at the time of my complaint or even my aftermarket service warranty if it was identified by their service techs or picked up my the initial check in person or any of their mechanics, but yet my exact year vehicle and exact model and exact complaint was never acknowledged nor associated with this memo that was only shared from Lexus to their dealerships. I am not a mechanic nor should I have to enlist other mechanics to do the job of JM Lexus. Once I found out about the memo and I finally asked my service guy Mr Stacy Parker and sent it to them they finally identified it. So I had to go through all this to only discover this "internal memo" to find the problem with my car that would have been covered at any time during any of my warranties and now guess what now it becomes an issue to cover it. I was then told to bring the vehicle in again for them to now confirm it and guess what now all of a sudden it's confirmed - how ridiculous! My car was started there at least once every 3 months for an oil change and you think this problem just started within 3 months when I've been complaining about it for years - even more ridiculous. I was then advised to call and speak to Lexus directly since my vehicle is out of it original warranty and guess what because it's over a 4k job they don't want to cover it even though I've explained that it was serviced with them for years and that I've complained over it for years and again they refused to do anything with such a loyal customer. I've had my vehicle serviced by them for things that were astronomically higher than what could have been done for much less with other dealerships/mechanics, I've referred countless people to include family them thinking this was a great dealership. I've purchase a second vehicle with them and this is the thanks that I get. Never Again will I be treated like this. I can't believe that a company that strives for greatness treat such loyal customers like this. Now I'm left with a 4k job on my vehicle because of JM LEXUS.
PLEASE BE AWARE that even if you think your are getting good service you have to be an expert mechanic or look for internal memos that are not circulated to the public or made aware from your dealership to identify a problem that is commonly known through this dealership but not made aware to you!
