8.8
pretty bad
accessories - interior problem
click to see larger images
I purchased a used 2007 Lexus RX350 from Reinhardt Lexus (Reinhardt Motors, Inc.), 911 Eastern Blvd., Montgomery, AL on April 9, 2016 for the sum of $14,800.26. At the time of purchase I noticed a small crack in the dashboard near the driver’s air vent, which I documented in a photo. At the time, I assumed it was just due to natural wear and tear on a nine year-old vehicle so I didn’t bring it up at that time. Also, the salesman, Angelo Mellos, didn’t mention that it could be a potential problem down the road. The crack was also not noted on the Inspection Check Sheet I was given at the time of the sale.
Approximately one year later, the dashboard crack began to spread and other cracks appeared at other locations in the dashboard. Through online research I learned about a serious design/manufacturing problem with the dashboard in this year and model Lexus and other similar Lexus vehicles. The problem was so widespread that Lexus instigated the Lexus Warranty Enhancement Program to replace the dashboard in affected vehicles at no charge to the owner. This program was in effect from January 21, 2015 until May 31, 2017, which included the time that I purchased the car from Reinhardt Lexus. Even though the program was in effect at the time I purchased my used Lexus, I was not informed of either (1) the possibility of the exiting dashboard crack spreading and the entire dashboard being compromised due to the design/manufacturing flaw, or (2) the existence of the Lexus Warranty Enhancement Program for remedy to owners in case it was compromised. I feel that this was an intentional act to deceive me as the buyer and proceed with the sale of the vehicle under fraudulent circumstances. In my mind I was taken advantage of Reinhardt engaged in a deceptive trade practice.
After initially reading about the dashboard replacement possibility, I contacted the Service Manager at Reinhardt in July 2017 to ask about replacing my dashboard. At that time, I was told that the program had expired and I should contact Lexus directly and ask them if they would still honor it for my car. Otherwise the cost to me would be approximately $1,500. When I contacted Lexus, they refused to accommodate my request for assistance in having my dashboard replaced under the program.
The dashboard cracks continued to grow and recently became unsightly. When I recently attempted to sell the car, I wasn’t able to do so because of the damaged dashboard. In September 2019 I contacted Lexus again to request a dashboard replacement and was once again told they wouldn’t replace it under their enhancement program. At that time I contacted the Service Manger at Reinhardt, Mr. John Kendrick, to receive a written estimate of the cost of the dashboard replacement. The estimate of the repair Mr. Kendrick sent to me was $1,581.49.
On Thursday, September 26, 2017, I visited Reinhardt Lexus, asked to speak to the Sales Manager, and was able to meet with Sales Manager, Mr. Donnie Crozier. I told him about my purchase and asked if I could get some financial assistance in the repair since I believed they engaged in a deceptive sales practice when they didn’t tell me about the dashboard problem or the Warranty Enhancement Program. Mr. Crozier said that Reinhardt couldn’t do anything but promised to check with his contact at Lexus and that he would call me after he did. I didn’t hear from Mr. Crozier afterward as he promised. On Tuesday, October 2, 2017, I call Mr. Crozier to discuss the matter. He was unavailable and I left a messaged to return my call this morning. Once again, he didn’t bother to return my call. Later that day, I phoned the General Sales Manager, Dan Knotts. We discussed my complaint and he told me he would talk to Lexus. Later that night he called me back and said that neither Lexus nor Reinhardt would help with the costs. I believe that because of Reinhardt's deceptive trade practices, I am entitled to a free dashboard replacement.
- David C., Auburn, US
The dash panel is cracking. Every time I look, it's worse. I called the dealer in Charleston, they were not helpful. They gave me a number to call, left a message, no reply. Surely there is a unwritten law that states that the manufacturer of a item is responsible for poor material used in their product. This is a good example of a poor product. My son and I have two body shops,we see this many times.
- Paul H., Pawleys Island, SC, US
A D V E R T I S E M E N T S
Purchased fully loaded 2007 Lexus 350 RX and dash starting cracking in January 2018 and it spread across the entire dashboard. I’m very disappointed Lexus has not recalled this defective dashboard material.
- KLG1960 G., Mobile, AL, US
I BOUGHT THE VEHICLE IN SEPTEMBER 2007, I HAD A NICE EXPERIENCE WITH MY CAR. HOWEVER, THIS DASHBOARD CRACKING STARTED SOMEWHERE IN FEBRUARY AND SLOWLY SPREADING EVERY WHERE. I HAVE NOT TAKEN ANY PHOTOS OF IT. IF NEEDED I CAN PROVIDE YOU WITH THE PROOF OF MY COMPLAINTS. LEXUS AS A PRESTIGIOUS VEHICLE MANUFACTURER, I HAVE THE STRONG BELIEF THEY WILL REPLACE IT WITH NO QUESTIONS ASKED.
- George P., Pearland, TX, US
Search CarComplaints.com for these popular complaint phrases...
My Lexus is RX 330 not RX 350.
Everyone that gets in my car says " what happened to your dash"
It just keeps cracking all the way over to under the steering wheel.
Another year and it will fall off in the floor.
An expensive car like the Lexus and can't repair the dash!
Please fix!!!!!
- hsage31449, Longwood, FL, US
A D V E R T I S E M E N T S
I own a 20007 Lexus 350 RX. The dashboard started cracking and in December of 2013 the dash started to break in pieces. We took it to a local Lexus dealer and they stated that it needed a complete dashboard and they would contact headquarters. Headquarters refused to provided any help stating it was out of warranty. Other 2007 Lexus owners are experiencing the same problem. It is a defect of materials that particular year. Very upset that they won't own up to the problem and fix it.
- dalecraft, Venice, FL, US
I will come back and post pictures! I cannot believe this is an ongoing problem with Lexus..top of the line in Automobiles or so I thought. Never had anything like this happen in any car I have owned in the past. And from talking to people and dealerships I'll be lucky if they paid for the labor part? It is such and eyesore I'm embarrassed to have anyone ride in my car or look in it :(
Why on earth would they not just own up to this god awful error on their part..suck it up and do the right thing? They have to know whatever they used just didn't cut it and was way below the Lexus quality. What does that say about a company that continues to look the other way?
Okay does anyone know where I can order a dash, maybe have a tech school put it in for cheaper? Sighs..or anyone have any other luck going another route? Feel free to message me at sbmom3@gmail.com Thanks!
Update from May 29, 2018: Lexus fixed the dash!
- blueyezone, Fort Payne, AL, US
Lexus needs to pay for this poor quality problem
I'm a second time owner of Lexus and not happy with the quality of what I thought I was paying for I expect more from a company advertising pursuit of perfection. I had much older cars that never garaged paid lot less never did this happen twice the age and half the cost. HONDA!
- Rick V., Hurst, TX, US
dash board is developing fine line cracks in many places
I purchased the sub in Nov. 2012. Never really saw the cracks until later, but they have been there for a while according to my mechanic and also a body man. My mechanic contacted Lexus and they said they would meet with me and discuss the problem. They also stated they would help with the repairs. I would love to know if anyone has had this problem. I have owned many quality cars including Mercedes and have never had this situation. Seems to me this is a factory defect.
I have also had to replace 6 coils on this suv, and it only has about 63,000 miles on it. Never had to replace coils on any of my cars either. Now I am told the air condenser is going out. All I can say is I would have second thoughts about purchasing another Lexus.
- Shirley M., Winter Springs, FL, US
A D V E R T I S E M E N T S
The dashboard is getting worse - it's cracking all the way. There should be a recall on this. I am not the only one with this problem. It's poor quality and Lexus does not stand behind this????
- Rebecca B., Panama City Beach Fl, US