Mirette Awad

Review of Lexus Canada

Unfortunately ,I leased a Lexus ES 350 last Novemb...

Unfortunately ,I leased a Lexus ES 350 last November , my experience in buying the car was great but few months into the lease my car started vibrating on high speeds , I was told by the maintenance department that the rotors are warped , I was shocked that this happened at a mileage of only 16K!! I was even more concerned that the brake pads would be affected because of the defected rotors . I was advised that the parts are on back order and that they will contact me once it becomes available -- this happened in July and here I am in November & the defected parts are still not replaced . Likewise in the summer , I got rear ended in a multi vehicle accident and I had to wait for 2.5 months for the parts to become available - I suffered lots of pressure from the insurance company to terminate my rental because my car was taking too long in repair. At the peak of my frustration , I decided to email Lexus Canada to inform them of my situation , at their end they are undergoing "a planned systems transformation" and nothing can be done other than wait for the parts to become available but as far as I am concerned , this is unacceptable and unprofessional, it clearly shows that Lexus
doesn't have a solid service plan, the company's interest is to get their
cars out and leave people stuck when they need service. Lexus failed to provide quality service which left me uncertain;
doubtful and deemed them not trustworthy to continue with them. Warped rotors & defected brake pads is a huge safety concern for me & my family , but Lexus has little regard for customers' safety . The lack of responsibility and integrity of Lexus towards its customers needs to be addressed & Lexus needs to step up to its commitment to serve its clients rather than solicit clients money for services not provided. It should not take 5 months to get vital parts replaced when they are defected & Lexus is not supposed to expect customers to wait for that long.
Most recently , an alert appeared on the dashboard that oil change is due , I called the service department to book an appointment , the lady told me that must be a false reminder and the technician must have mistakenly set the alarm reminder to go off too soon !! I really didn't know what to say at this point . I leased a car from Lexus & prepaid all the required service for the lease term and my expectations were much higher than this --- completely lost trust in Lexus.