In mid August my wife, Suzanne, spoke with (Lexus of Atlantic City Dealership) manager Mike Guido and was told that Lexus (Certified Used Pre-Owned Dealership) manger, Frank, offered to replace two of the old four tires with new tires and my wife agreed. We trusted the service as we took their word on the tires being new. We are no tire experts. The term good willed tires Bryan the assistant managers response to the BBB compliant we filed is merely a play on words. Bryans response to our initial complaint states that we acknowledged the tire being good willed. This is entirely false and reflects the integrity of the entire Lexus Corporation. On 8/25 I, Sean, brought in our vehicle for maintenance on the vibration, two flat tires (front/right & spare) and the alignment.
Two days prior, the front/right tire went completely flat and I temporarily fixed the tire with Fix-a-Flat and notified the service department of this temporary tire fix and two and a half weeks prior the back/left tire went completely flat and was replaced with the spare tire by an AAA service technician. Before the maintenance was performed I was notified that the rotors needed to be cut to correct the vibration, new brakes needed to be installed, and an alignment needed to be performed plus the installation of two additional new tires. My wife and I were hesitant to complete the full maintenance, because, this was the first time we were notified that the vibration of the vehicle was due to the rotors and according to prior maintenance, invoice #108957, we brought the vehicle into the service department due to vehicle vibration. We were skeptical as to why the maintenance department had just found the solution to the problem. Soon after in early September, the front/left tire, which was one of the new tires, was significantly lower to the ground than the remaining three.
We were never told that the tires were good willed nor would we have been ok with this, the only way we found out that our tires had been replaced with used tires is because we were notified by our service advisor Rick over at Lexus of Massapequa. On 11/13, I brought our vehicle into Lexus of Massapequa for the remaining maintenance and Rick told us that he was very surprised as to how Lexus of Atlantic City has serviced our car and was shocked that the spare tire was put back on flat and that no maintenance was performed on the tire. The spare tire not being properly addressed is not only alarming and deceitful, but contradicts Lexuss mission of high value products and services. Also, Rick notified me that the tires that Lexus of Atlantic City replaced were in fact used and that they took the better of the two original tires from our vehicle. Consequently, Lexus of Atlantic City never replaced the tire with the Fix-a-Flat. Prior to bringing the vehicle into Lexus of Massapequa the vibration on the vehicle was so severe that we were not able to exceed a speed of 55 MPH.
We were notified by Rick that the major vibration we were feeling was due to the compound that was in the tire from the Fix-a-Flat. Also, according to our Lexus of Massapequa maintenance report (Invoice # 111888) a Tech found that the vehicle needed four new tires. As a result, the Service Consultant advised us to contact Lexus of Atlantic City and have them accommodate us with new tires. Rick from Lexus of Massapequa can vouch for any of the information we are reporting on his behalf. We have had two separate service advisers tell us of how the tires were in poor condition and prior to 8/25 maintenance the AAA technician recommended that we have these tires replaced by Lexus of Atlantic City and all advised that Lexus of Atlantic City should have never sold us the car with the tires in such poor condition. The advisors of Lexus of Atlantic City are the only ones who vouch otherwise. What more does one person want, but to ensure the safety of himself or the rest of his family on the road? That is all. I am not here to pull one over on anybody all I want is to get what is rightfully mine from this company and we have got nothing but the run around.
Again Bryan mentioned how many times we came in for service, but he fails to mention that every single time we came in there service center we complained about the tires (pressure-invoices #108957, #111888 & dry rot-invoice #111212,) and/or the shaking when we drive This is mentioned in our service records but conveniently left out in the reply to the complaint. Being in the United States Coast Guard I travel a lot and leave Suzanne to travel to her mothers house when I am on patrol. Whats of great concern to us is that my wife was pregnant at the time of this incident and that I, being a member of the U.S. Armed Forces, was not always home to ensure my wifes safety on the road. The bottom line is we are very unsatisfied with the way Lexus of Atlantic City has serviced our car and has treated long-time Lexus & Toyota customers. If we were happy we would have never wrote a complaint. Bryan has just manipulated words and threw around the term good will tires to cover their end in this situation. Once again, I recommend Lexus of Atlantic City replace five new factory tires which should have been rightfully done from the start.
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