Lexus Ux250h damp inside

[Dazzle1983]

Hi All,

Dunno if this is the correct place I brought a brand new car. Was a lexus Ux250h in May 2022. Only done 1700 miles since got it. Over the winter it was icey where the inside of the front window iced up and when it rained I found the front floor mats wet. I rang up lexus and being a brand new car should be under warranty. Well apparently investigation will set me back 186 pound to find fault. I am also not entitled to a replacement car. I have to drive 33miles to local dealership have no way of getting home. This is my first lexus I usually buy BMW and so far am feeling really annoyed on their customer service after buying a brand new vehicle.

Thanks for comments and others experience.

Darrell

[08ISF]

The £186 is the standard charge they levy when you complain about something. It is waived when they find the fault and are able to claim on the warranty.

Might be due to a windscreen leak, blocked sunroof drains (unlikely),  blocked condense drain,  or coolant leak. You haven't done much mileage so presumably the car has been left for long periods . Could it be  condensation? My daughter left her MX5 for a long period  with the ventilation all turned off and there was water dripping off the roof lining.  Make sure they can't  blame it on you then go back to them and if you get no joy from the service manager, go straight to the dealer principal. This is not how Lexus should behave. And you need a courtesy car.

[NemesisUK]

23 minutes ago, 08ISF said:

This is not how Lexus should behave. And you need a courtesy car.

But it's not Lexus behaving like this but that particular dealership?

My Lexus experience has been nothing but exemplary, my dealership couldn't be more accommodating. 

[fourbanks]

It's unlikely to be rain as we've had so much, the floor of the car would have been flooded by now. Some Lexus dealers are very poor with customer service, mine is very poor 

[Navnan2]

2 hours ago, Dazzle1983 said:

Hi All,

Dunno if this is the correct place I brought a brand new car. Was a lexus Ux250h in May 2022. Only done 1700 miles since got it. Over the winter it was icey where the inside of the front window iced up and when it rained I found the front floor mats wet. I rang up lexus and being a brand new car should be under warranty. Well apparently investigation will set me back 186 pound to find fault. I am also not entitled to a replacement car. I have to drive 33miles to local dealership have no way of getting home. This is my first lexus I usually buy BMW and so far am feeling really annoyed on their customer service after buying a brand new vehicle.

Thanks for comments and others experience.

Darrell

Hi Darrell, this sounds very disappointing. Care to name the dealer? I can't see why their ID should be protected.

Barry 

[Dazzle1983]

1 hour ago, Navnan2 said:

Hi Darrell, this sounds very disappointing. Care to name the dealer? I can't see why their ID should be protected.

Barry 

London Edgware. I haven't paid yet but def no courtesy car which I have a right to kick off about. Wouldn't mind I was 5 mins down road to dealer

[Navnan2]

14 hours ago, Dazzle1983 said:

London Edgware. I haven't paid yet but def no courtesy car which I have a right to kick off about. Wouldn't mind I was 5 mins down road to dealer

I see your quandary Darren. Not that it helps you but my after sale experiences with the two UXs I have owned both purchased from Lexus Hedge End in Hampshire have been very positive. Both cars I had issues with after a short time. The first case I guess was a no brainer it was a fault with the car and courtesy car supplied. I was treated with concern and no mention of paying up front albeit the second issue was a dealt with on the spot with minimal effort from their side. Sounds like mentioned elsewhere the luck of the draw which dealer you use.  

[Dazzle1983]

On 1/5/2023 at 7:37 PM, Navnan2 said:

Hi Darrell, this sounds very disappointing. Care to name the dealer? I can't see why their ID should be protected.

Barry 

London Edgware. I haven't paid yet but def no courtesy car which I have a right to kick off about. Wouldn't mind I was 5 mins down road to dealer

[Dazzle1983]

Bit of an update. I have now asked Reading Lexus to check car it's booked in for 23rd January 2023. I also asked if there was a charge and the sales man said as long as car hasn't been damaged it will be under warranty due to being a new car with only 1700 miles on it. Funny enough though I asked about a courtesy car and they said unfortunately they can't give one due to the courtesy cars being only given for services and not investigation work as they need the car back the same day for next day customers who book services. So might be without a car for a while till they find the fault which could be a few days. However he did explain better then the last person I spoke to in London. All in all though when I had my BMW if you had any issue they picked up and dropped a car off till you get yours back be a day or two. Even when I had a light come on dash in bmw. A truck turned up with a car for me to continue my journey and they took mine for repair. I feel now I have made the wrong choice. Don't get me wrong I love the ux250h but the service you get with bmw is chalk and cheese in my honest opinion. Btw I'm not saying this to upset any lexus owners. I went with Lexus due to people saying customers are first etc. 

Thanks all for replying btw.

[Roger Bill]

17 hours ago, Dazzle1983 said:

the service you get with bmw is chalk and cheese

In a similar vein, the Mercedes breakdown service is very good. Over the past few years I've had cause to call upon their services a number of times whereas during 31 years of Honda and Lexus car ownership covering 100,000s miles I never had any need to try their breakdown services 😊😊😊

[First_Lexus]

Very surprised to hear no courtesy car being made available. Having owned three Lexus since 2017 all serviced at Lexus Swindon - and having included some warranty investigations - I’ve always been offered a car for as long as needed without question.

I’ve also never been asked for any up front payment. This all seems very strange based on my experience.

Service from Swindon and Reading (TBF only serviced once) has been exemplary.

 

[T man 545645]

If this issue is with the Jemca dealer in Edgware Road near Hendon, i dealt with them years ago and was always left really disappointed whenever they had my car for a MOT or service. They once oil stained a cream mat and when i complained, they came out and ran their finger over the oil to check it was wet. There were lots of other trivial things but overall always left a bit annoyed, moved over to Lexus Hatfield when the service plan ran out, who were much better and in recent years with a Lexus specialist (or jap specialist) independent who are great. As the car got older it didn't seem worth paying the dealer prices...

[Dazzle1983]

10 hours ago, First_Lexus said:

Very surprised to hear no courtesy car being made available. Having owned three Lexus since 2017 all serviced at Lexus Swindon - and having included some warranty investigations - I’ve always been offered a car for as long as needed without question.

I’ve also never been asked for any up front payment. This all seems very strange based on my experience.

Service from Swindon and Reading (TBF only serviced once) has been exemplary.

 

Apparently it's all changed so they tell me. No courtesy car unless you are having a service and getting your car back same day and returning car for next customer who has service. Stopped giving them for investigation work. Very strange I know. Maybe it's a cost thing.

[Dazzle1983]

12 hours ago, Roger Bill said:

In a similar vein, the Mercedes breakdown service is very good. Over the past few years I've had cause to call upon their services a number of times whereas during 31 years of Honda and Lexus car ownership covering 100,000s miles I never had any need to try their breakdown services 😊😊😊

Let's hope you don't have to as they make you car less till problem resolved lol. I agree with you tbh toyota, lexus and Honda are gd for not breaking down but when you do they should be able to give courtesy cars. Just my opinion though. Especially when you pay 44k for a car with 1700 miles on clock lol. 

[Dazzle1983]

1 hour ago, T man 545645 said:

If this issue is with the Jemca dealer in Edgware Road near Hendon, i dealt with them years ago and was always left really disappointed whenever they had my car for a MOT or service. They once oil stained a cream mat and when i complained, they came out and ran their finger over the oil to check it was wet. There were lots of other trivial things but overall always left a bit annoyed, moved over to Lexus Hatfield when the service plan ran out, who were much better and in recent years with a Lexus specialist (or jap specialist) independent who are great. As the car got older it didn't seem worth paying the dealer prices...

Cheers T man. I'm just shocked no courtesy car. I can take if I damaged it I pay I understand they have to say that but what customer wants to be stranded in middle of nowhere. Just think it's poor of lexus. 

[First_Lexus]

I’m still baffled as this is so far from my own experience, the last of which was late November 2022…I don’t think any other members have heard of, or experienced, anything similar to this either.

@Dazzle1983just to check - your UX was purchased new from Lexus and isn’t on a lease through a third party or anything like that? 

[Dazzle1983]

2 hours ago, First_Lexus said:

I’m still baffled as this is so far from my own experience, the last of which was late November 2022…I don’t think any other members have heard of, or experienced, anything similar to this either.

@Dazzle1983just to check - your UX was purchased new from Lexus and isn’t on a lease through a third party or anything like that? 

Hi First,

Yes purchased bran new on 05th January 2022 picked everything I wanted on it. Didn't even buy on app or phone actually delt with a great lady their who was top class selling and keeping me updated on process. Its not a third party lease was brought directly from Lexus in Edgware Road London. Trust me I'm more shocked as its me dealing with them. I have left a review of my experience on their website and will see what happens because its very disappointing tbh. What's more frustrating is no one else has had this problem on here. Everyone I've asked can't believe it they are all shocked. It's in amazing condition as its let's say we'll looked after fro imagine below. Even washing it its air dried not with shammy and cloths so it's not scratched. It looks newer then when I picked it up. Everyone jokes saying its cleanest car is ever seen lol. 

[RONNIE W HODGEKINSON]

On 1/5/2023 at 6:13 PM, NemesisUK said:

But it's not Lexus behaving like this but that particular dealership?

My Lexus experience has been nothing but exemplary, my dealership couldn't be more accommodating. 

 

On 1/5/2023 at 5:09 PM, Dazzle1983 said:

Hi All,

Dunno if this is the correct place I brought a brand new car. Was a lexus Ux250h in May 2022. Only done 1700 miles since got it. Over the winter it was icey where the inside of the front window iced up and when it rained I found the front floor mats wet. I rang up lexus and being a brand new car should be under warranty. Well apparently investigation will set me back 186 pound to find fault. I am also not entitled to a replacement car. I have to drive 33miles to local dealership have no way of getting home. This is my first lexus I usually buy BMW and so far am feeling really annoyed on their customer service after buying a brand new vehicle.

Thanks for comments and others experience.

Darrell

Oddly enough one cold morning  around 7am i Started my car up put the blower on and within a short space of time Water seemed to be dripping from the Roof Just small amounts but was definately coming from somewhere Its again oddly its only happened that once  small drops of water landing on my knee.. i didnt think it was such a big deal and thought it was only because of the sudden drop of temperature outside and the frozen window inside so dismissed it...Could it have something to do with the climate control settings i wonder.. Would be keen to Hear the outcome Darrel and Particulary what is causing this...

[Dazzle1983]

Yer no worries I will let you know the outcome. Mine was more a worry when I had ice on inside tbh. Never had this in all cars I've owned. 

[Dazzle1983]

3 minutes ago, Dazzle1983 said:

Yer no worries I will let you know the outcome. Mine was more a worry when I had ice on inside tbh. Never had this in all cars I've owned. 

Also for all the comments my dealer don't do this. If they are part of jemca which the two I have now asked the same question to about replacement car have said same thing kinda means something is wrong with how each lexus operates or something needs to be sorted at the ones that don't offer this. Like I've said I've now complained on Lexus official site in hope they change all Lexus jemca to better customer experience. This way all lexus dealership should be the same as each other not run different. 

[Dazzle1983]

Hi All,

Just thought I would update. They think it might be a leak in the boot area as they found ice in seal in boot. They are going to do a water test hopefully tomorrow to see if they can find the leak as doing it in -5 degrees is very hard due to water freezing straight away. Very interesting for a new car to be leaking in boot unless not aligned properly or something. They did ask if it's had any replaced windows which obviously it's not as the insurance would of come up with it. I'll update once we know what is incase anyone else has same issue

[Bluemarlin]

On 1/11/2023 at 9:27 AM, Dazzle1983 said:

Also for all the comments my dealer don't do this. If they are part of jemca which the two I have now asked the same question to about replacement car have said same thing kinda means something is wrong with how each lexus operates or something needs to be sorted at the ones that don't offer this. Like I've said I've now complained on Lexus official site in hope they change all Lexus jemca to better customer experience. This way all lexus dealership should be the same as each other not run different. 

I would definitely take it up with Lexus. I've just checked the terms of my 10yr+ extended warranty and it says that for any repair that would take more than 24 hours,  Lexus will reimburse £75 a day for a hire car, for up to 5 days. I can't see how a new car warranty would offer lesser terms.

[rayaans]

I think the Jemca dealerships in general are rubbish. I tried to buy cars from them on more than one occasion with the sales staff being utterly clueless. Its a bit odd when you have more Lexus knowledge than they do and have to correct them frequently.

Ive never had an issue with getting courtesy cars for any kind of work / investigation

[wharfhouse]

2 hours ago, rayaans said:

I think the Jemca dealerships in general are rubbish. I tried to buy cars from them on more than one occasion with the sales staff being utterly clueless. Its a bit odd when you have more Lexus knowledge than they do and have to correct them frequently.

Ive never had an issue with getting courtesy cars for any kind of work / investigation

On the other hand I must say I've never had a problem with Jemca Reading to date - bought a 2 year old IS 300h from them in 2016 and had it serviced and MoT'd there (and all tyres bought there too) putting on some 90k miles in that time. They have dealt efficiently with a couple of extended warranty claims, not charged me for a couple of investigations and given good advice where they could easily have charged me for work. I've always had a courtesy car for servicing and some extented warranty work (they do need a few weeks notice though) and they waived the £15 insurance excess cover when it was extended warranty work (I pay it for the servicing though). After a few years of owning my car we then went over the car park to Jemca Toyota and my wife bought a new Yaris from them and we have again had a good experience there too.  

I appreciate everyone has personal issues and experiences that change perceptions however. I went through numerous BMW dealerships at one time until I found a good one. And done the same with Ford for a previous car my wife had.

I hope Lexus Reading get to the bottom of the damp interior for the OP. 

[Dazzle1983]

2 hours ago, wharfhouse said:

On the other hand I must say I've never had a problem with Jemca Reading to date - bought a 2 year old IS 300h from them in 2016 and had it serviced and MoT'd there (and all tyres bought there too) putting on some 90k miles in that time. They have dealt efficiently with a couple of extended warranty claims, not charged me for a couple of investigations and given good advice where they could easily have charged me for work. I've always had a courtesy car for servicing and some extented warranty work (they do need a few weeks notice though) and they waived the £15 insurance excess cover when it was extended warranty work (I pay it for the servicing though). After a few years of owning my car we then went over the car park to Jemca Toyota and my wife bought a new Yaris from them and we have again had a good experience there too.  

I appreciate everyone has personal issues and experiences that change perceptions however. I went through numerous BMW dealerships at one time until I found a good one. And done the same with Ford for a previous car my wife had.

I hope Lexus Reading get to the bottom of the damp interior for the OP. 

Thanks for your reply. Tbh I can't fault the service at Lexus Reading just strange as booked in three weeks in advance and asked for a car but was declined. Car is 22 plate and 6 months old which kinda made it worse experience. They did offer me to bring car back on warmer day to be checked but no point as rather leave there then go back and forward as I have to get a taxi back which ain't cheap. I'll be honest I just hope they find the issue so i can sort it. Just hope warranty does cover it as I will be going further with it if not as you don't expect that on brand new car. Its 1800 miles on clock. Maybe I should have been more forceful with courtesy car.