New Country Lexus of Great Neck

New Country Lexus of Great Neck responded

Ms. Shih, James explained to you on the first service visit that the rack and pinion is leaking fluid which is an existing issue on your 2004 RX330 and needs to be fixed, everything is documented on your invoice including a video from our technician which was shared with you. We showed all of this in detail to you. Unfortunately, you are upset with us that Geico is not covering your rack and pinion in your previous accident claim in which you are claiming the rack and pinion leak is a result from your accident (which was repaired at an independent body shop prior to your visit). This is just not the case, the vehicle is 18 years old and this is not due to the accident. We politely explained that if you do not agree with the inspection performed by our Lexus Master Certified Diagnostic Specialist, then you can get a second opinion at another Lexus dealer to see what they say in their inspection. We take great pride in customer service and always try to resolve an issue. In this case, I cannot resolve your issue with Geico coverage (that is out of our control) if this is the technicians diagnosis. Wishing you all the best. Regards, JR Buchbinder Managing Partner/GM

Serviceinusa responded

Can not stop you from trying your best to get away from your responsibilities. 1. In June 2022, I came to New Country to do accident inspection and intend to fixed damages caused by accident to ensure future safety on road for myself, passengers, other drivers..etc. New Country conducted no examination to support Mr. James’s expert statement to Adjuster that steering fluid leaks were unrelated to the accidents. Mr. James , service advisor, did blind-side me with a massively high estimate for parts i didn’t know I needed. 2. Simply because RX330 is 18 years old car, you concluded leaks were not due to accident. In the meanwhile, your Master Certified Diagnostic Specialist did not particularly relate the Rack & Pinion leaks to Vehicle Age, Time and Mileage in the invoice dated 6/2/2022. Windshield sticker showed 18 years old RX330 just passed the annual exam in Dec. 2021, shortly before accident. Your specialist can assure you that the car with steering fluid leaks can not pass the annual exam. Maintenance, maintenance, maintenance! Doesn’t your service advisor know proper maintenance can keep old car stay in good condition? It is not wise to blame everything on age. 3. When the seals are suffering from natural wear and tear due to long-term usage, car’s power steering fluid is leaking fast. In June, New Country specialist found steering fluid reservoir was low, not empty. So, Age really was not the factor caused the fluid leaked on my RX330. , 4. In 6/2/2022 inspection, your specialist also found steering wheel was off, not centered. On 6/17/2022 Wheel Alignment report prepared by New Country showed Thrust Angle was off, RX330 body frame had subjected big enough impacts that shifted the center line off the frame center. All 4 TOE angles were twisted out of the safe ranges. Body frame, axles, tie rods, steering gear, rack & pinion are all connected together. No matter old or new car, when connecting seals subjected to sudden uneven jolt impacts, it could possibly crack the seals, make seals unseated…. and caused steering wheel fluid leaks. 6/17/2022 Alignment report demonstrated fluid leaks and accident were related. 5. As I said before, you are welcome to come to my basement garage to inspect garage floor for fluid marks if there is any. 6/2/22 video showed some wet fluids on boot. But leaks are so insignificant, no wet fluids came down to floor yet. When parking, steering wheel works harder, fluids should leak out more. But I see no marks on garage floors. 6. On 6/17/22, I believed your mechanic might put too much force, jolted, hammered to wrestle the passenger side nuts be loosen and to adjusted the proper distance of Inner/Outer rods for safe TOE angle, and then broken connection seal. 7. When Rack & Pinion leaks, fluid marks stays near engine bay,. But the day after alignment services performed, the big fluid marks found on the street during parking and after parked were close to the front passenger side tire. Position of leaks found indicated large leaks were not from Rack & Pinion. New, I am begin to understand why so many clients complained about services New Country performed. Now, I don’t have confidence to get services done in your services center. JK Power was right to seek help outside New Country to get the issues resolved. If you believe your service center holds enough evidence to support your expert statement, wait till Adjuster reaches you for expert support. If you don’t feel you are holding enough evidence to support your expert statement to Adjuster, it will be wise to advise Adjuster that you found you did have facts to conclude Steering fluid leaks were not related to the accident occurred on 1/16/2022. I do what I have to do and make sure I am safe on road again soon. Justices will prevail. Hope your business do well under your management.