Longo Lexus

I'm generally not the one to complain about much nor am I the type to post feedback (positive or negative) but my experience with Longo's service was so disappointing that I had to comment. We just purchased an LX 570 just two months ago at Longo (very positive experience) and the car just recently developed a musty smell. I assumed it had to do with the AC unit and I wanted the dealership to check out the problem since the LX is primarily used to shuttle our two young daughters (1 and 4 years old)...and it’s only 2 months old. I didn’t want them to breath in something that may be harmful. I made an appointment via their online system (very easy to use) and requested a loaner since I was driving from Torrance to El Monte (34 miles in LA traffic) out of loyalty based on my positive sales experience and a shuttle ride home was out of the question. When I arrived, I was told that I didn't request a loaner and one might not be available to me. I promptly showed my email confirmation clearly showing my request for a loaner. They were able to get me a loaner but it was an IS. So they wanted me to go from the largest Lexus to the smallest Lexus and try to fit all of the kid's car seats, strollers, and everything else that comes with having two kids into an IS. Their comment to me when I expressed that I would rather have an RX was that I should have requested a loaner!!! I again showed my email confirmation that contradicted that comment. While this was disappointing, I wasn't bent out of shape about this because mistakes happen and I can put up with computer issues. What sent me over the edge was Bob the Service Foreman. He was standing by the IS loaner when my request for an RX was being rejected. He promptly jumps into the conversation and says that I may not need a loaner because he sat in the car and he didn’t smell anything. I told him that the musty smell generally disappears on long drives, like the over one hour drive I made to come to HIS dealership over the 5 minute drive to South Bay Lexus. When making short trips around town (which is what the car is used for) the musty smell never goes away. His comment was that unless I can reproduce the smell at that moment, there’s nothing he can do since he doesn’t know what to look at. His attitude to my situation was completely unacceptable. This is not the attitude I would expect from a Lexus dealership let alone any dealership where they respect the issues of the customer. His position was that HIS 1 minute in my car was representative of MY countless hours in MY car. He was basically accusing me of lying since the smell was not in the car in that exact moment he sat in there. He kept questioning me about what the smell was as if “musty” and “old dish rag” were not good enough. He suggested that the smell may be coming from the outside or maybe the odors in the carpeting. THE CAR IS 2 MONTHS OLD! It has 2,600 miles on it. I installed custom WeatherTech floor mats in the front and back. The car is spotless. I suggested he google my issue since somehow I am the first one to bring this problem to his dealership. If you google “musty smell in Lexus” you get 128,000 search results! If you narrow it down to “musty smell in Lexus LX” you get 17,500 search results! I cannot be the only person to ever bring this issue to Longo. There are too many people talking about it on the internet. They only sell about 4,000 LX’s per year. That’s a lot of postings on such a small volume car. (yes, I am in the car industry) Longo is the largest dealership in the country. The fact that Bob the service foreman acted as if this was the first time he was hearing about this issue and treated me as if I was lying about the smell is absolutely unacceptable. I ended up not leaving my car with Longo. How can I leave my car in the care of someone that doesn’t believe there’s a problem with my car and doesn’t show any interest in trying to identify and resolve the issue. And yes, the smell came back that evening when we drove to Costco. The entire day was a waste of my time. That’s a day off of work that I could have spent with my two kids.