Lexus CPO program is a joke!
07-31-2012, 03:21 PM
#1
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Lexus CPO program is a joke!
My buddy has a CPO'd Lexus 07 IS350 with approx 75,000 miles on it. Followed the regular maintenance schedule and all that at an independent shop for the last year. Coming back from a road trip, his car gave no extended warning signs, he heard a noise and began to pull over and it died on him. Car was sent to a dealer and even though the dealer identified that the water pump failed, leaked coolant, and damaged the engine, Lexus is saying that its wear and tear and will NOT fix his car under warranty. He now has to shell out $18K to get his car repaired!!! 
He has been going back and forth between the dealer, Extra Care (warranty division at Lex) and Lexus HQ. Lexus refuses to budge. Any ideas what he can do?
There's a thread going on Club Lexus:
http://www.clublexus.com/forums/is-s...ont-cover.html
He has been going back and forth between the dealer, Extra Care (warranty division at Lex) and Lexus HQ. Lexus refuses to budge. Any ideas what he can do?There's a thread going on Club Lexus:
http://www.clublexus.com/forums/is-s...ont-cover.html
Last weekend my car broke down in SW Michigan. Heard a rattle when I stepped on the gas and as I pulled over on the hwy my engine stalled before I came to a complete stop. Some smoke came from the engine bay too. Roadside assistance tow'd the car to a dealer in South Bend, IN. I live in the Chicagoland area so I've only been in contact with the dealer by phone. Dealer says my water pump failed and a lot of internal damage resulted from it including warped cylinders. The adjustor came out today and to repair and replace everything I'm looking at $18,000 that Lexus is NOT covering even though I'm under extended warranty. Lexus feels that an issue of this magnitude wouldn't of just happened and whoever has been servicing my car should have found it earlier. I stopped going to a dealer for service about a year ago. You can probably guess that I don't have 18K to spend on a new engine so what options do I have?
07-31-2012, 03:33 PM
#2
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Ummmm I can't see that as the case there has to be more to the story. The Water pump on the IS series I am pretty sure has a TSB and is a known issue. With a CPO it should be changed out under warranty.
07-31-2012, 03:35 PM
#3
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Both the 250 and the 350? I noticed a lot of people on Club Lexus mentioned the 250, but my buddy has a 350. Not sure if they use the same water pump.
07-31-2012, 03:41 PM
#5
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Interesting. My family has had great luck with Lexus CPO cars since the mid-90's. My dad currently drives a CPO 07 IS250 AWD.
07-31-2012, 03:44 PM
#6
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I am pretty sure they all use the same water pump. I was told by friend with a 350 that I should check mine and sure enough it was leaking and had pink deposits of coolant on it. I had mine on my F replaced for the same reason and it was done under my CPO warranty on it.
07-31-2012, 03:50 PM
#7
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That is BULLSHIT. They should just cover this out of goodwill! They will probably use the excuse that it wasn't dealer maintained.
Dunno if this is related, but my wife's '09 Highlander V6 had the water pump replaced at 37K last year. I know 4 cylinder Toyotas have water pump issues as well.
Dunno if this is related, but my wife's '09 Highlander V6 had the water pump replaced at 37K last year. I know 4 cylinder Toyotas have water pump issues as well.
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07-31-2012, 04:00 PM
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07-31-2012, 04:13 PM
#10
07-31-2012, 04:20 PM
#11
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Keep this crap out of my thread, I'm trying to help my buddy out.
He has and they seem to not budge, they believe this issue must have been long standing and should have been identified before extensive damage occurred. I'm sure on a long road trip, with leaking coolant or no coolant, the engine could fail. I don't understand why they see this as his issue and not theirs.
He has and they seem to not budge, they believe this issue must have been long standing and should have been identified before extensive damage occurred. I'm sure on a long road trip, with leaking coolant or no coolant, the engine could fail. I don't understand why they see this as his issue and not theirs.
07-31-2012, 04:26 PM
#12
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Engine swap (for a rebuilt engine) on the E60 M5 is $26k; $60k for a new crate motor from Germany.
07-31-2012, 04:38 PM
#13
Three Wheelin'
It's kind of hard to believe that the water pump would just fail all of a sudden. Like any mechanical part, wear and tear happens over time. A failing water pump would've gave symptoms like disappearing coolant or some sort of noise coming from that area. If it's a regularly dealer maintained car, this could've been prevented. There has to be more to the story.....
07-31-2012, 04:44 PM
#14
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07-31-2012, 04:51 PM
#15
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I get it. I'm just saying that $18k for a Lexus motor isn't outside the realm of possibility if it's coming from the dealer. I'm assuming that $18k number includes the labor. The #'s I quoted on the E60 were parts alone.
Last edited by ttribe; 07-31-2012 at 05:00 PM.
07-31-2012, 04:57 PM
#16
I would find a smashed one, get a used engine, pay for a swap and that's it. probably still be around 10grand but better than 18 that's for sure.
I just looked on car-parts. com for used IS350 engines and they go from 2500-4500$
Last edited by myron; 07-31-2012 at 05:00 PM.
07-31-2012, 05:08 PM
#17
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How would someone just magically come up with 18K? If you don't have that kind of $$$ laying around, can an insurance co. total it? 
07-31-2012, 05:23 PM
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Something has to missing from your friend's story or he isn't appealing to lexus properly.
Granted this was probably a decade ago...but my parents 1st CPO was a 92 LS400. Some years after having it the entire AC unit took a giant dump. My father appealed to Lexus Corp. and they agreed to split the cost of the of labor and parts for a car that was very much out of warranty.
It all came down to some parts wearing out prematurely...but my father knows what parts are, what they do, and how long they should last. So, Lexus heard his side and agreed with him. Its one of the reasons they are on their 6th Lexus since then. Dad has the CPO IS mom leases a RX.
Granted this was probably a decade ago...but my parents 1st CPO was a 92 LS400. Some years after having it the entire AC unit took a giant dump. My father appealed to Lexus Corp. and they agreed to split the cost of the of labor and parts for a car that was very much out of warranty.
It all came down to some parts wearing out prematurely...but my father knows what parts are, what they do, and how long they should last. So, Lexus heard his side and agreed with him. Its one of the reasons they are on their 6th Lexus since then. Dad has the CPO IS mom leases a RX.
07-31-2012, 05:24 PM
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If I read correctly, $18k is to repair the current engine, not to replace it.
I hate to say it, but Lexus might have a point there. They don't know the history of the car once OP's friend started taking it to an independent shop. IMO if it was dealer-maintained, this would be clear-cut.
Impossible to say anything really until someone figures out why the pump failed. Do you know if the pump has ever been serviced?
Considering it was maintained at an independent shop for the past year, I would talk with them first before going to Lexus. Hopefully the power of the internet will get someone to help.
I hate to say it, but Lexus might have a point there. They don't know the history of the car once OP's friend started taking it to an independent shop. IMO if it was dealer-maintained, this would be clear-cut.
Impossible to say anything really until someone figures out why the pump failed. Do you know if the pump has ever been serviced?
Considering it was maintained at an independent shop for the past year, I would talk with them first before going to Lexus. Hopefully the power of the internet will get someone to help.
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07-31-2012, 06:08 PM
#21
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07-31-2012, 09:29 PM
#22
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It's kind of hard to believe that the water pump would just fail all of a sudden. Like any mechanical part, wear and tear happens over time. A failing water pump would've gave symptoms like disappearing coolant or some sort of noise coming from that area. If it's a regularly dealer maintained car, this could've been prevented. There has to be more to the story.....
Something has to missing from your friend's story or he isn't appealing to lexus properly.
Granted this was probably a decade ago...but my parents 1st CPO was a 92 LS400. Some years after having it the entire AC unit took a giant dump. My father appealed to Lexus Corp. and they agreed to split the cost of the of labor and parts for a car that was very much out of warranty.
It all came down to some parts wearing out prematurely...but my father knows what parts are, what they do, and how long they should last. So, Lexus heard his side and agreed with him. Its one of the reasons they are on their 6th Lexus since then. Dad has the CPO IS mom leases a RX.
Granted this was probably a decade ago...but my parents 1st CPO was a 92 LS400. Some years after having it the entire AC unit took a giant dump. My father appealed to Lexus Corp. and they agreed to split the cost of the of labor and parts for a car that was very much out of warranty.
It all came down to some parts wearing out prematurely...but my father knows what parts are, what they do, and how long they should last. So, Lexus heard his side and agreed with him. Its one of the reasons they are on their 6th Lexus since then. Dad has the CPO IS mom leases a RX.
If I read correctly, $18k is to repair the current engine, not to replace it.
I hate to say it, but Lexus might have a point there. They don't know the history of the car once OP's friend started taking it to an independent shop. IMO if it was dealer-maintained, this would be clear-cut.
Impossible to say anything really until someone figures out why the pump failed. Do you know if the pump has ever been serviced?
Considering it was maintained at an independent shop for the past year, I would talk with them first before going to Lexus. Hopefully the power of the internet will get someone to help.
I hate to say it, but Lexus might have a point there. They don't know the history of the car once OP's friend started taking it to an independent shop. IMO if it was dealer-maintained, this would be clear-cut.
Impossible to say anything really until someone figures out why the pump failed. Do you know if the pump has ever been serviced?
Considering it was maintained at an independent shop for the past year, I would talk with them first before going to Lexus. Hopefully the power of the internet will get someone to help.
07-31-2012, 09:49 PM
#23
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There is definitely nothing missing, he's given full disclosure. The dealer agrees with my buddy, the pump failed, coolant leaked, causing the engine to reach high enough temps to cause a misfire, warped cylinders and broken valves. The speed at which the failure occurred is abnormal, but I don't think its out of the realm of possibilities. Extra Care and Lexus HQ just fails to take a deep dive into the issue and just making a quick judgement because the way they picture it is that he should be an automotive professional that knows the ins and outs of his engine.
07-31-2012, 11:19 PM
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07-31-2012, 11:26 PM
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Sounds like the parts dept and the service tech (flat rate) came up with a piece by piece account of the long block, maxed out the labor WAY above all data or warranty book time and just threw him an 18k estimate with hopes he'll do it.
07-31-2012, 11:42 PM
#26
Sorry to hear that about your friend. I am not to familiar with Lexus dealerships, but from everything I have heard they are the leaders in customer service. Sorry if this was mentioned, but if the water pump had a TSB, and the power-train is to 100k, something is not adding up.
First if the coolant was leaking and the engine was heating up wouldn't it start throwing codes and dash board would just light up like a xmas tree... and not to mention the steam coming from under the hood. But the only warning was the noise than this can be traced back to a faulty sensor, and that's not a wear and tear item under power-train.
And Really!!!!
Quote:
Originally Posted by Sarlacc
Interesting. My family has had great luck with Lexus CPO cars since the mid-90's. My dad currently drives a CPO 07 IS250 AWD.
Damn. Sorry to hear that your dad is an asshole too
First if the coolant was leaking and the engine was heating up wouldn't it start throwing codes and dash board would just light up like a xmas tree... and not to mention the steam coming from under the hood. But the only warning was the noise than this can be traced back to a faulty sensor, and that's not a wear and tear item under power-train.
And Really!!!!
Quote:
Originally Posted by Sarlacc
Interesting. My family has had great luck with Lexus CPO cars since the mid-90's. My dad currently drives a CPO 07 IS250 AWD.
Damn. Sorry to hear that your dad is an asshole too
08-01-2012, 09:06 AM
#27
Three Wheelin'
Reminds of me of what happen to my 3G a couple years ago. But Acura Goodwill my repairs and it was around $1,000 out of my pocket. Hopefully Lexus will goodwill your friends IS350.
08-01-2012, 01:20 PM
#28
Saw the thread on ClubLexus a few days ago. Really bad how Lexus is handling this, IMO.
The way I see it is if the faulty water pump is what failed and is covered by warranty (which it is from my understanding) and faulty water pump led to damaged engine, then Lexus needs to step up and fix it.
Maybe this lawyer can help your buddy out
https://acurazine.com/forums/car-talk-5/%24618-000-mercedes-benz-lemon-864706/
The way I see it is if the faulty water pump is what failed and is covered by warranty (which it is from my understanding) and faulty water pump led to damaged engine, then Lexus needs to step up and fix it.
Maybe this lawyer can help your buddy out
https://acurazine.com/forums/car-talk-5/%24618-000-mercedes-benz-lemon-864706/
Last edited by AZuser; 08-01-2012 at 01:22 PM.
08-01-2012, 01:55 PM
#29
Chapter Leader (Southern Region)
08-01-2012, 06:00 PM
#31
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it probably wont be done fast..
as recommended by one person on the lexus thread...
lawyer up.. extra care warranty should have covered it..
as recommended by one person on the lexus thread...
lawyer up.. extra care warranty should have covered it..
08-01-2012, 09:56 PM
#33
Fawkatitle.com
http://www-odi.nhtsa.dot.gov/cars/pr...ls/results.cfm
There is a recall for 06-08 IS350 engine & engine coolant... to me being CPO I assume is has been addressed before so I am out of suggestions on this one.
There is a recall for 06-08 IS350 engine & engine coolant... to me being CPO I assume is has been addressed before so I am out of suggestions on this one.
08-02-2012, 07:15 AM
#34
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I'd be looking for a $4k used option if Lexus won't work with him.
3TD31666S
Fits: 2007 Lexus IS350
(3.5L, VIN E, 5th digit, 2GR-FSE engine)
Description: Engine Assembly
Condition: 37K
Warranty: 1-Year
$3,370
3TD31666S
Fits: 2007 Lexus IS350
(3.5L, VIN E, 5th digit, 2GR-FSE engine)
Description: Engine Assembly
Condition: 37K
Warranty: 1-Year
$3,370
08-02-2012, 09:54 AM
#35
Does he have all the service records? If he has that, maybe he can make copies and send it along with a copy of the CPO warranty agreement to Lexus (or maybe a lawyer if he wants to go that route). $18K for a new engine seems absurdly high to me, as well. It sounds more like a "just go and see what's on the lot" quote.
08-02-2012, 10:03 AM
#36
Are you sure your buddy has coverage? 75K miles? Both my Acura warranties run out at 6yr/70k.
In fact here is the Lexus warranty info with same the numbers:
Unless he has VSA, he is out of warranty, plain and simple.
In fact here is the Lexus warranty info with same the numbers:
Unless he has VSA, he is out of warranty, plain and simple.
08-02-2012, 10:36 AM
#37
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Lexus CPO (Certified Pre Owned) Warranties cover to 100k
08-02-2012, 10:59 AM
#38
Yep, you are right. And here is the section which states cooling IS covered.
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This warranty also provides a complimentary loaner car, Roadside Assistance[1] and Trip Interruption Service coverage as described in the Stellar Coverage.
It is valid for three years or 100,000 total vehicle miles from your date of purchase, whichever comes first.
No deductible. Repairs made under this warranty will be at no cost to you.
This warranty covers any repair or replacement of components that fail under normal use due to a defect in materials or workmanship except as set forth under "Exclusions."
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Accent 5"/> <w:LsdException Locked="false" Priority="73" SemiHidden="false" UnhideWhenUsed="false" Name="Colorful Grid Accent 5"/> <w:LsdException Locked="false" Priority="60" SemiHidden="false" UnhideWhenUsed="false" Name="Light Shading Accent 6"/> <w:LsdException Locked="false" Priority="61" SemiHidden="false" UnhideWhenUsed="false" Name="Light List Accent 6"/> <w:LsdException Locked="false" Priority="62" SemiHidden="false" UnhideWhenUsed="false" Name="Light Grid Accent 6"/> <w:LsdException Locked="false" Priority="63" SemiHidden="false" UnhideWhenUsed="false" Name="Medium Shading 1 Accent 6"/> <w:LsdException Locked="false" Priority="64" SemiHidden="false" UnhideWhenUsed="false" Name="Medium Shading 2 Accent 6"/> <w:LsdException Locked="false" Priority="65" SemiHidden="false" UnhideWhenUsed="false" Name="Medium List 1 Accent 6"/> <w:LsdException Locked="false" Priority="66" SemiHidden="false" UnhideWhenUsed="false" Name="Medium List 2 Accent 6"/> <w:LsdException Locked="false" Priority="67" SemiHidden="false" UnhideWhenUsed="false" Name="Medium Grid 1 Accent 6"/> <w:LsdException Locked="false" Priority="68" SemiHidden="false" UnhideWhenUsed="false" Name="Medium Grid 2 Accent 6"/> <w:LsdException Locked="false" Priority="69" SemiHidden="false" UnhideWhenUsed="false" Name="Medium Grid 3 Accent 6"/> <w:LsdException Locked="false" Priority="70" SemiHidden="false" UnhideWhenUsed="false" Name="Dark List Accent 6"/> <w:LsdException Locked="false" Priority="71" SemiHidden="false" UnhideWhenUsed="false" Name="Colorful Shading Accent 6"/> <w:LsdException Locked="false" Priority="72" SemiHidden="false" UnhideWhenUsed="false" Name="Colorful List Accent 6"/> <w:LsdException Locked="false" Priority="73" SemiHidden="false" UnhideWhenUsed="false" Name="Colorful Grid Accent 6"/> <w:LsdException Locked="false" Priority="19" SemiHidden="false" UnhideWhenUsed="false" QFormat="true" Name="Subtle Emphasis"/> <w:LsdException Locked="false" Priority="21" SemiHidden="false" UnhideWhenUsed="false" QFormat="true" Name="Intense Emphasis"/> <w:LsdException Locked="false" Priority="31" SemiHidden="false" UnhideWhenUsed="false" QFormat="true" Name="Subtle Reference"/> <w:LsdException Locked="false" Priority="32" SemiHidden="false" UnhideWhenUsed="false" QFormat="true" Name="Intense Reference"/> <w:LsdException Locked="false" Priority="33" SemiHidden="false" UnhideWhenUsed="false" QFormat="true" Name="Book Title"/> <w:LsdException Locked="false" Priority="37" Name="Bibliography"/> <w:LsdException Locked="false" Priority="39" QFormat="true" Name="TOC Heading"/> </w:LatentStyles> </xml><![endif]--><!--[if gte mso 10]> <style> /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:Arial; mso-bidi-theme-font:minor-bidi;} </style> <![endif]--> This warranty also provides a complimentary loaner car, Roadside Assistance[1] and Trip Interruption Service coverage as described in the Stellar Coverage.
It is valid for three years or 100,000 total vehicle miles from your date of purchase, whichever comes first.
No deductible. Repairs made under this warranty will be at no cost to you.
This warranty covers any repair or replacement of components that fail under normal use due to a defect in materials or workmanship except as set forth under "Exclusions."
- Engine
- Transmission
- Final Drives and Axles
(Front-Wheel Drive) - Rear-Wheel Drive
- Steering
- Brakes
(Excluding Rotors and Pads) - Fuel System
- Cooling
- AC and Heating Systems
- Electrical
- Computer
- Restraint Systems
- Accessories and Controls
08-02-2012, 11:23 AM
#40
My first Avatar....
