So disappointed by Lexus and Fox Lexus of El Paso my wife - Jeff.staiano
So disappointed by Lexus and Fox Lexus of El Paso my wife and I bought a brand new 2024 NX 350 on New Year’s Eve. We were so excited and loving our new vehicle until May 23 when we were driving on route 10 heading from El Paso back to Las Cruces and all of a sudden the panoramic sunroof exploded! It sounded like a shotgun blast, which scared the heck out of me and my wife. I immediately called the dealership. They told me to come in right away, so I turned around and drove back into El Paso to the dealership. Once we got there, we were greeted by one of the service managers whose first question was not are you OK but it was are you gonna use your insurance for this. The question threw me for a loop as we haven’t even owned the car for six months yet and it’s covered under a bumper-to-bumper warranty for three years and on top of that I purchased an additional bumper-to-bumper warranty to extend that out further. I responded there is nothing that I had done while driving this vehicle that should have caused this to happen. This happened due to a manufacturing defect either the glass was imperfect, or it was installed incorrectly, causing pressure to build up until the point where it exploded thankfully, we had the cloth roof cover closed or we would’ve had glass all over us. After a while waiting for the service department manager to come, he also asked are we going to use our insurance to which I answered again no this is due to Lexus’s building of the car not wear and tear on a car that’s not even six months old, he then took pictures and said he had to reach out to their Lexus representative for next steps. They provided us a loaner car and we were on our way. Over a week later still no response on our vehicle would be repaired. They reach out to me and say that Lexus authorized them to discount the part 50% and charge the full price for labor. This is absolutely disgusting and disgraceful half of the part is $3000. The labor is another $1400 all of this on a car that again is not even six months old! Here’s the crazy part I have a customer who own a Lexus dealership in a different part of the country and they let me know that their markup on parts is about 50%! So at the end of the day, all they were doing, was not making a profit on the part at the dealership! How gracious of them! To offer your customers a bumper to bumper warranty but then when something actually happens due to a manufacturing defect, you say oh well we only cover half. To me this is criminal! I would tell anyone thinking of buying Lexus to really think long and hard before doing so because of the shady nature of their business practices and lack of standing behind their product and if you really do want to go forward with purchasing Lexus, I would recommend that you do not under any circumstances purchase it from Lexus of El Paso as they do not care about doing what is right for the customer or standing behind their vehicles.
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