Karen Allen sent a message to Akio Toyoda President and CEO, Toyota Motor Corporation - email address that said:
I have driven Lexus vehicles since 1993. This means I have been a loyal customer for 24 years. However, the lack of action on the part of Lexus to replace the faulty dashboards conveys a message that Lexus really doesnt care about its existing customers.
I currently own two RX330s that have cracked dashboards. For three years, I, along with thousands of others, have been waiting for Lexus to manufacture the replacement dashboards. Calls to Lexus Customer Service or my local dealership, Hennessey Lexus of Duluth, dont provide any information. Each of these entities continues to refer me to the other one with no one taking responsibility or providing any timeframe in which the parts will be produced.
I am beyond disappointed in the lack of accountability to fix the problem. Has your company become so arrogant that you take your existing customer base for granted? This is totally unacceptable for a company that tries to pride itself on the quality of its vehicles. My “Lexus Experience” is not one that you would want to share.
You have lost my loyalty. You know the saying that customers will share a positive experience with one person but a negative one with seven or more. I used to rave about my vehicles. When anyone asks my opinion of Lexus now, my response is that it might drive well but dont expect any response or action if there is a problem. Is this how your company wants to represented?
Im going to take a leap of faith that when presented with a specific problem, your company will take action. The VINs on my vehicles are 2T2GA31U35C030620 and 2T2GA31U86C051643. This is your one last chance to retain my loyalty.