DON'T BUY THE TIRE & WHEEL WARRANTY

DON'T BUY THE TIRE & WHEEL WARRANTY

On Friday, February 12 which was exactly two years to the date that I took ownership of my ES350 Sedan with the Ultra Luxury Package, I attempted to use my Platinum Warranty on tires and wheels.
This add-on cost $1,250.00. It was sold as a catch all. Upon discovering a nail in my tire in an obscure place that could not be repaired without creating a possible hazard, I was informed that because my tire tread was measured at 2/32" and not 3/32" that my warranty was denied by the third party issuers. When my husband tried to explain to Efrain that we were unaware of this and tread measure was not mentioned when the "Platinum" warranty was being sold, he said he would check with his manager and let us know. To make a poor customer service shorter than real events that elapsed over a couple of hours, my tire did not get repaired, the warranty was not honored and the tire price match was explained away not because of the exact tire, manufacturer, and SKU# but due to roadside assistance, disposal, and installation. Needless to say, having been ignore by Kelly, Nick and Efrain and then have JC pop out of nowhere with concern only for the Efrain (trainee) and not the customer and reaching a solution to our satisfaction was more disappointing than I can explain. When selling a "Platinum" warranty if there is a microscopic measure that will inevitably void using it, then I would like to be made aware of that in advance of purchasing. Along the way, a simple apology for selling us the "Platinum" warranty without explaining the one thing that voids it did not feel like customer service to me. Thank goodness we were able to immediately go to an external tire retailer and purchase tires with warranty that counts years and mileage not an insignificant fraction designed to prevent unknowing customers from using a warranty for a single tire replacement $1250 later. The Lexus USA writes about exceptional dedication to customer service; this was NOT it! Park Place Lexus Plano hangs their hat on exceptional dealership experience and this was again NOT it!