Amy Wilson sent a message to Craig Monaghan that said:
Mr. Hult,
I am sharing an email I wrote to the General Manager of your Nalley Lexus Smyrna (GA) location 3 days ago. It has gone unanswered. Can you help?
Hi Bill,
My name is Amy Wilson and I purchased a 2019 Lexus RX 350L last year. Earlier this year I learned of a recall having to do with the fuel pump. I was experiencing some of the warning signs related to the recall in my own car (maintenance light came on, car running "rough") so I asked about it during my service appointment on Feb 14. This was only my 2nd service appointment with my new car.
At the time of my appointment, I was told that Lexus could offer me an Enterprise rental car if I agreed to keep my car parked until the recall part became available. They said it should be the end of April. At that point, they offered me a "mid-size" car based on the overall deal Lexus has with Enterprise. I said that I cannot accept that because my car has 3 rows and I actually need that much space for my daily life with my family. They eventually came around and offered an upgraded rental (to a minivan or suv through Enterprise). I received a bright red Dodge Journey. Not my style, but I was okay since it was a loaner and would be temporary. I did not want to drive my family around in a car that could stall out on the highway and get us into a crash. So, I drove the Dodge for a few months. Even though they said it should be the end of April, I didn't push for that given all that's happening with the Coronavirus. Unfortunately, the Dodge ended up having a slow leak in the tire and we had to swap it out with another car. Now I am driving a basic Chevy Traverse with only 2 rows. It was all they could offer me. Earlier this week, the maintenance light came on in the car, so I will need to swap it out yet again. I have now reached the end of my patience level.
To find out how to resolve the situation, I called the service department at Nalley Lexus. After a conversation and being put on hold a few times, I was told that they could not do anything other than what they've already done, and that I would need to call Lexus customer support directly for any additional help. All I am asking for is to drive a car equivalent to the car I AM PAYING FOR! I'd like a loaner RX 350L just like I have parked in my garage for the last 3+ months. I was told that was impossible because they just don't know how long it will take for the recall. So I called Lexus customer service. After several times being put on hold, I was told that I would need to resolve any issues directly with the dealership, there was nothing they could do. So they sent me back to where I started, which is why I'm reaching out to you.
I have been so patient, but I have reached the end of my patience. I was told there was still no specific date when my car could be fixed ("May or June" was what I was told). I am now driving a basic chevy with the maintenance light on. I have been bounced around too much. I need a resolution. Therefore, per direction from Lexus customer service, I am reaching BACK out to the dealership and you directly. Please can you help? All I want is to drive my car. If that is not possible, I would like to drive a car equivalent to mine.
I look forward to your response,
Amy Wilson
(404) 333-1384
P.S. A bit of history. My husband has a Lexus and has always loved it. He convinced me to trade my 2018 Acura MDX for the 2019 Lexus RX350L that I have now. I was willing to trade a car that was virtually new for the Lexus. I am now regretting that decision. I am paying for my awesome car to sit in my garage with less than 10K miles, broken! How do I even trust that the recall will sufficiently fix the issue? THis is the most I have ever spent on a car, and it has had the most problems of any car I've ever owned.
