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ComplaintsforSewell Lexus of Fort Worth
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Complaint Details
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Initial Complaint
04/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
02/27/2024 $1,419.53 out of pocket + $1,231.71 City of Fort Worth They have committed to replacing both the front and back passenger-side wheels and tires with brand-new ones, installing a new wheel bearing on my vehicle, and performing an alignment.On 2/2724, the Fort Worth ***************** deployed spike strips that damaged the passenger side of my car accidentally. My car was towed to Sewell Lexus. Initially, Lexus quoted the city $1,231.71 for repairs. It was later determined that the wheels needed to be completely replaced, and the initial quote to the city was incorrect. The city refused to cover the additional cost, so I had to pay the difference of $1,419.53 out of pocket. I emphasized the need to quote the city for replacing both wheels because I was certain they were bent from hitting the spike strips on the highway. The service advisor assured me that the wheels only needed repair. I have photos that clearly show the damage to the wheels from the start. The initial quote sent to the city was incorrect, and I ended up having to pay the difference because they didn't quote the correct amount initially. When I picked up my car from the dealership on 04/09, they had only replaced the tires, not the rims, which were still bent. I didn't notice this initially, but upon discovering it, I returned the car to the dealership 04/13. They acknowledged their mistake and agreed to replace both the rims and tires on the passenger side. However, after leaving the dealership 04/16, I noticed a humming noise when driving and a grinding sound when making right turns. Additionally, the car now pulls to the right, which makes me suspect that the wheel bearing may not have been replaced and the alignment did not happen.I have attempted to contact the dealership about these issues, but they have not returned my calls. I have yet to receive a response.Customer # ******Business response
04/25/2024
February 27th ******************************* vehicle was towed into the service lane and dropped off after hours with 2 flat tires. The next day the service advisor was told by ***************** that the city policy department had caused this damage by throwing spike strips in front of her car while driving and that she is filling for the police department to pay for the repairs. Much later the police department contacted the service advisor and requested an estimate of the damage to repair the vehicle. At this time the vehicle was not drivable, so the estimate was sent for the replacement of the two tires and repair of the wheels. Finally, after several back-and-forth discussions the police department stopped responding to us but was in contact with the customer, we were given permission to mount the tires and repair the wheels. While the tech was mounting the tires he discovered the wheels were actually bent and discovered noise from a bad wheel bearing. We then submitted to the guest and Police a request to replace 2 wheels. ***************** was then told by the policy department they would not pay any additional to replace the wheels. ***************** was not happy with this decision but did decide to submit to her insurance to cover the wheel replacement and gave us permission to replace both wheels. The wheel bearing was replaced under warranty at no cost to the guest and she was called to pick up when ready. 37 days total. A few days later the guest spoke with a service manager and told him that the wheels had not been replaced. He quickly investigated and found the new wheels still sitting in the shop. This was an oversite and had the customer return to mount the new wheels. He explained this was a mistake apologized and filled her gas tank for having to return.
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Customer Complaints Summary
3 total complaints in the last 3 years.
3 complaints closed in the last 12 months.