Tow bar

[MarkM3]

Good  evening Ladies and Gents, 

I am a relatively new owner October last year 2019 RX450h F-Sport, can I ask for some advice as I am becoming very disappointed in the service I am receiving from Lexus.

On purchase of the car , I negotiated a tow bar and paid up front, went along on the collection day and was told that I would have to book in for the installation which I did.

I also had some other issues faulty front parking sensors and a discoloured wheel , so booked in to get the work completed , went to collect to be told the tow bar had been sent with the incorrect wiring harness and when they had followed up was now on critical back order.

The saga continued I had called the dealership and been told they would call me back with an update which never came.

I called in the gap between Christmas and New Year , the person took all my details and I was told they would get somebody to come back to me first week of January , no contact not surprised to be honest.

I called again a couple of weeks later , and was told the service manager would call me back  within the hour.

No call, I then called and asked to speak to the dealer manager, he agreed that the service I had received was poor and he would get onto it, they didn’t change the wheel or sort the sensors as they said they would have to order them in on the previous is it.

Car booked in again , jobs done still no tow bar , dealership said would update me on the 3rd February when they expected them in.

3rd passed no contact , I contacted them again we will let you know, I put my issue in writing to the dealership manager this week , no apology and told would be the end of May I am livid I wouldn’t have purchased the car if I had known these facts none of which were mentioned at point of contact for purchase.

I have a holiday booked in April , need the tow bar to tow my trailer, , I also tow a trailer for my track car which I start very soon.

So what are my options should I raise with Lexus UK , but I don’t know or cannot find there contact details or am I stuck , with no tow bar and looks like no holiday as my wife’s car cannot accommodate a family of four and dog etc.

Any help or ideas would be appreciated and apologies for the long post, I do feel this falls way short of what my father in law said I should expect from Lexus.

Regards Mark

 

 

[Spottedlaurel]

That doesn't sound good, my commiserations. I had to speak to the dealer prinicipal when I first bought an RX which didn't turn out to be in the condition it should have been. He was useless, in the end I exchanged the car for an alternative but you're past the point where that's an option, and it doesn't solve what seems to be the main tow bar issue in any case.

If they can't get the correct tow bar parts then negotiate for a refund on that portion and get one fitted by a trusted specialist?

Hopefully they will eventually sort the wheel and sensors, but at least you can use it for its intended purpose.

[JasonH]

Perhaps see if another dealer can get and fit the towbar. If they can ask for your money back from the first dealer.

Or find someone who can do an aftermarket tow bar. The genuine one is detachable which is nice but the Lexus wiring loom doesn't disable the rear parking sensors when you put the car in reverse so it's not the best.

[MarkM3]

JasonH,

I don’t think you can get an after market tow-bar for a 2019 plate , also I think it will nullify the relax warranty.

[Spacewagon52]

1 hour ago, MarkM3 said:

JasonH,

I don’t think you can get an after market tow-bar for a 2019 plate , also I think it will nullify the relax warranty.

I agree, I think it will nullify the warranty. Others may know more.

[RXtoNX]

Whilst dealers and manufacturers may try to indicate otherwise, it can only nullify the warranty if it can be proved that the warranty item being claimed for was of a direct result of either the towbar being fitted, including any ancillary fitting such as the wiring etc.

As an extreme example if the aircon condenser seized and was subject to a warranty claim which was rejected because of an after market tow bar being fitted the dealer/manufacturer would have to prove that the fitting of such a tow bar either directly or indirectly was the root cause of the aircon condenser seizing.

[flookyk]

You might find it difficult, if not impossible, to get hold of a towbar for a Gen4 RX anywhere else apart from a Lexus dealer... I know PF Jones don't.. only up to the Gen3 RX

[Brian26]

I had a tow bar fitted to my RX by Lexus but it is a definately Westfalia bar.

Bri

[m4rkw]

Although nothing can excuse poor communication I suspect the real problem here is the ongoing disruption to global supply chains. I had to wait several weeks for something as simple as a boot seal to arrive from Japan, with frequent expected delivery dates given by the supplier which then got pushed back. The garage didn't communicate these to me because they were aware of the likelihood of them being pushed back. This is a big problem at the moment. The garage I went to recently said they have one customer who's been waiting on a clutch for 18 months that still hasn't arrived because of issues with the manufacturer.