Lexus of Pleasanton

Service team member that I met with was very kind and professional (Manny). During this pandemic, however, it would have been nice to see enforcement of masks and hand sanitizer readily available for professional (Manny). During this pandemic, however, it would have been nice to see enforcement of masks and hand sanitizer readily available for customers in the waiting area. I didn’t know if tables had been sanitized before my arrival. It wasn’t a super comfortable feeling. The customer across from me removed her mask while on the phone, and removed her shoes and propped her bare feet on a customer chair. Ewww. I realize staff can’t police other people, but possibly Lots of signage in the waiting area, not just on entry doors. More

Even in this time of higher stress caused by the pandemic, I still received top notch service. The representatives were attentive and professional. My car got the required service and the inside w pandemic, I still received top notch service. The representatives were attentive and professional. My car got the required service and the inside was sanitized before it was returned. Also, I had some issues with the the car finish. Apparently I had parked in a parking lot where they were painting a building and the paint mist had drifted over to the car leaving a light coat of paint. The dealership did an outstanding job detailing the car so that the finish was returned to a beautiful luster. Love this dealership. More

**Mechanic Negligence/Potential Sabotage*As a Veteran **Mechanic Negligence/Potential Sabotage* As a Veteran diagnosed with PTSD, my 2018 and most recent visit at Lexus of Pleasanton was not very pleas **Mechanic Negligence/Potential Sabotage* As a Veteran diagnosed with PTSD, my 2018 and most recent visit at Lexus of Pleasanton was not very pleasant and honestly the recent malfunctioning of my car ironically right after having it fixed, has been giving me bad flashbacks of what could’ve been a freak accident that would have risked my life 2 years ago. It has resulted in anxieties and a feeling of distrust. As a highly recognized and revered Lexus Organization I questioned the integrity of maintenance services rendered by Lexus’ services and I regret to inform you that it crossed my mind that there could have been a potential or intentional sabotage going on to cause future damages to Vehicle. I will tell you why, in chronological order. April 15, 2018 My 2014 Lexus IS350 Electric Power Steering malfunctioned, the vehicle was then towed to your location (Lexus of Pleasanton) to be diagnosed and fixed. Two day after (April 17, 2018) this event I was advised that the EPS malfunction was caused by “12-volt main battery weak and would fail as the vehicle warmed up.” As a result, we swapped the old to the new Main Battery. Not long after, between 10-15 miles down the road - making a left on intersection of Industrial and Hesperian in Hayward - the EPS failed (while the vehicle was rolling ‪at 15-20‬ MPH) directly towards oncoming traffic. With quick reaction to brake, missing a head on collision with a white Cadillac SUV.  May 25, 2020 I have requested the following: 80K Mile service, replacements for (2) rear tires and (2) front rotor with brake pads, 4-wheel rims reconditioned. May 27, 2020 Being familiar with the vehicle’s daily performance and capabilities. After all services was completed (Listed above) I noticed several issues:  * All tire pressure was set at 39-40PSI (cold morning) except the driver rear tire set at 37PSI. (Following morning) * (Vehicle warm up) Low air alarm was on the driver side rear tire with 31PSI (rest of the tires was at 36PSI). * (More than normal) Cloudy white fumes exerted from both exhaust pipes. * RPM was High (during warm up). For several days I notated these defects optimistic that they'll adjust to normal settings but they persisted. Every day, before driving off to work I had to air refill at my local gas station due to the driver side rear tire decreasing air pressure more than 6 PSI. June 05, 2020 Finally, I returned the vehicle for inspection on the driver side rear tire. Speaking with Mr. Chan (representative), the result was that the newly installed tire was not properly installed which caused the leak. I advised Mr. Chan that I will be picking up the vehicle a little after ‪4:30PM‬ after work. His reply was “will be expecting you.” Arriving ‪at 4:45PM‬ we quickly completed the paperwork and I waited 5 minutes for my vehicle to be pulled up in the driveway. I expected the courtesy (like all customers) to pick my vehicle in the specified location (driveway). It's the least accommodation to be provided with what I experienced in the past several days. When my key was returned, I was pointed to the direction of my vehicle and I quote, “you'll have to pick up your car parked around back.” Livid, I kept my mouth shut and proceeded to leave the facility ASAP.  After spending a substantial amount of my hard-earned money, I expected some type of courtesy. Following morning (to conduct my weekend errands) the check engine light was immediately present. I borrowed my neighbor’s car code reader which provided error code P0348 (Camshaft Position Sensor A Circuit High Bank 2). Further investigation inside the hood of the vehicle, hood filter screen was disconnected (dangling) and battery right side wiring harness mount was ripped off (pictures provided). In the past year and half, the vehicle NEVER came up with such an issue nor anything close to it. At this point, what little trust I had with Lexus diminished due to past and present defects that have come up after receiving services from Lexus. I immediately informed Mr. Sullivan of my car’s situation through texts (attached in this letter) and I also informed him of my intention to take my car to a mechanic. Without driving the vehicle all weekend to prevent potential damage. I, then, took Monday off from work to take the vehicle to a local TRUSTED mechanic BO’s Imports, referred by friends and family. After BO’s Import inspections the result was that the Camshaft Sensor was disconnected. No apologies yet received after reaching out to Lexus Supervisor/Representative. And with mechanic negligence and potential sabotage causing vehicle damages for return service(s). I highly DO NOT recommend Lexus of Pleasanton. More