Tri County Lexus

On July 30, 2011, I visited Tri-county Lexus in Little Falls NJ for a regular routine maintenance and the service consultant advised me to have both my front brake pads and rotors replace. I agreed to his advice and have them work on my car. The cost of the service is $668.41. Few days later, I started to hear squeaking noise from the brake every time I lightly apply my brake in slow speed. I gave Tri-county Lexus service center a brief call to ensure that they are aware of my concern. The squeaking is getting worst so I setup an appointment to drop by the service center on 8/13/2011 at 9:45am to have the service center check on the new brake I purchased from them. I was working with Steve when I arrived. Later the same day I received a phone call from Steve indicating they can’t reproduce the issue and told me nothing is done to address my concern. I went over to the service center on the same day around 4pm to see Steve. He insists there is anything wrong with the brake. I asked him to have a technician to ride with me so I can show them the squeaking noise. Steve refused and told me there is no one available to ride with me hence I told him that I will just drive around the lot with him standing on the side. I able to recreate the squeak and Steve acknowledge that he heard the squeaking. Steve is very helpful by giving me 2 options. 1. Leave the car over the weekend and they will work on it on Monday. 2. Take my car home and come back again some other day. I decided with option 1 to leave my car over the weekend so I do not need to make another trip back to the service center since it is not convenient with my work schedule. On the following Monday August 15, 2011, I received no update so I decided to give them a call at around 3pm. I can’t get hold of Steve so I spoke to the receptionist name Sheila to inquire about the update. She replied to me that my case had been closed since Saturday 8/13/2011. I didn’t question her much but have her pass a message to Steve to give me a call back. About an hour later Steve returned my call and told me that they can’t work on my car due to the weather. He asked me to give him a call again the next day. The next day Tuesday 8/16/2011, again I didn’t get any update so I gave Steve a call at 3:30pm. Once again I can’t get hold of him. I left him a message to have him call me back. Around 4:30pm Steve called and told me that he had the technician drove around and still can’t recreate the issue and again nothing had been done. I told Steve that I will drop by at 6:30pm to pick up my car. When I arrived at the service center, I can see my car is at the pickup area. They asked me to see the receptionist to collect my car key. When I got to the receptionist (Sheila), she told me there is no paperwork to sign off. At that moment I am very curious what had Tri-county Lexus done in the past 2 days? My first ticket was open on 8/13 and closed on the same day, where is the ticket for 8/15 and 8/16? Did they even attempt to address my concern or just trying to manipulate me? At this point I started to question their reliability and integrity. I don’t think they are willing to address my concern. I took my key and went straight to my car. The next unpleasant thing I realized is that my car had been driven for more than 70 miles. How can that be possible to drive 70 miles for a brake diagnostic and still claim that they found nothing? I can easily recreate the issue by just driving in their lot on Saturday 8/13 with Steve heard the squeaking. Anyway I am completely disturbed with my experience working with Tri-county Lexus As of today, I still having the squeaking brake every time I drive the car and it is getting worst by day. My dissatisfactions are 1. Brand new set of front brake pads and rotors costing me $668.41 making a squeaking noise with only less than 3 weeks of use. On their term and condition it is clearly stated there is a 90 days 4000 miles warranty. 2. Mislead a customer by having my car for 4 days and take no action to resolve the issue and do not even show that they actually doing anything since there is no service ticket open. 3. Driven my car for 70 miles and I hope they are not using it as personal use which I am still trying to investigate. I think as a reasonable customer, I am acting patiently trying to work with Tri-county Lexus service center. At this point I will definitely want to bring my car to Lexus of Englewood service center that is closer and more convenient for me that I had great experience with them before.