2014 GX460 - Exploding Trunk Window...Advice please!!
#1
2014 GX460 - Exploding Trunk Window...Advice please!!
Hello all members,
Quick intro: My name is Danny and I am coming from the MBZ/BMW world. Former owner of a modified 04 CL55 AMG and 09 335i.
My mother recently purchased a 2014 GX460 from the Westminster Lexus dealership.
2 weeks later, she called me and stated that someone had shattered her rear window. Luckily, the whole thing was caught on CCTV. While we were reviewing the video, we were expecting to see somebody breaking the window, however to our shock, we saw that the trunk window had literally exploded by itself.
Witnesses in the business parking lot, many who is friends and neighbors, witnessed nobody around the car, and the video shows a gentlemen walking by confused as to what happened after the window exploded.
Naturally, we went back to the dealership to complain about the exploding window and showed them the video.
Lexus DENIED all repairs to our vehicle even though it is for a fact that the window was defective. Even with PROOF.. They tried to charge us $1600+ dollars for a replacement.
Because of this, now my mother feels unsafe in her BRAND NEW Lexus and she constantly states to me that she is scared of this happening again while she is driving. In a LEXUS of all cars. She had a 13' CLS550 before and currently a '14 S550 and none of these cars has ever given her an issue with windows. Ever.
If this happened on the freeway, it would have been extremely dangerous for her and the drivers behind her.
My question is: What can I do?? Is it okay for me to post the video without hurting our case legally?? I just need some direction on what I can/should do....
Quick intro: My name is Danny and I am coming from the MBZ/BMW world. Former owner of a modified 04 CL55 AMG and 09 335i.
My mother recently purchased a 2014 GX460 from the Westminster Lexus dealership.
2 weeks later, she called me and stated that someone had shattered her rear window. Luckily, the whole thing was caught on CCTV. While we were reviewing the video, we were expecting to see somebody breaking the window, however to our shock, we saw that the trunk window had literally exploded by itself.
Witnesses in the business parking lot, many who is friends and neighbors, witnessed nobody around the car, and the video shows a gentlemen walking by confused as to what happened after the window exploded.
Naturally, we went back to the dealership to complain about the exploding window and showed them the video.
Lexus DENIED all repairs to our vehicle even though it is for a fact that the window was defective. Even with PROOF.. They tried to charge us $1600+ dollars for a replacement.
Because of this, now my mother feels unsafe in her BRAND NEW Lexus and she constantly states to me that she is scared of this happening again while she is driving. In a LEXUS of all cars. She had a 13' CLS550 before and currently a '14 S550 and none of these cars has ever given her an issue with windows. Ever.
If this happened on the freeway, it would have been extremely dangerous for her and the drivers behind her.
My question is: What can I do?? Is it okay for me to post the video without hurting our case legally?? I just need some direction on what I can/should do....
#2
If I was in your shoes I would provide Lexus with a copy of the CCTV footage and demand that they cover the damaged window.
Hmmm I just reread your post and see where you said Lexus denied all repairs even with proof. Does this mean someone from the dealership watched the video? If so, it's time to escalate to corporate.
Hmmm I just reread your post and see where you said Lexus denied all repairs even with proof. Does this mean someone from the dealership watched the video? If so, it's time to escalate to corporate.
#3
If I was in your shoes I would provide Lexus with a copy of the CCTV footage and demand that they cover the damaged window.
Hmmm I just reread your post and see where you said Lexus denied all repairs even with proof. Does this mean someone from the dealership watched the video? If so, it's time to escalate to corporate.
Hmmm I just reread your post and see where you said Lexus denied all repairs even with proof. Does this mean someone from the dealership watched the video? If so, it's time to escalate to corporate.
I am ready to take this to corporate, however I do not even know where to start.
#4
My guess is that the moment you start raising h3ll they will relent!
Quick Google Search........
Lexus Corporate Office Headquarters
Toyota USA
19001 S. Western Ave.
Torrance, CA 90501 USA
Corporate Phone Number: 1-310-468-4000
Fax Number: 1-310-468-7800
Customer Service Number: 1-800-255-3987
BTW, I tested the 1-800 number and it's good. You want Option #5
Quick Google Search........
Lexus Corporate Office Headquarters
Toyota USA
19001 S. Western Ave.
Torrance, CA 90501 USA
Corporate Phone Number: 1-310-468-4000
Fax Number: 1-310-468-7800
Customer Service Number: 1-800-255-3987
BTW, I tested the 1-800 number and it's good. You want Option #5
#5
My guess is that the moment you start raising h3ll they will relent!
Quick Google Search........
Lexus Corporate Office Headquarters
Toyota USA
19001 S. Western Ave.
Torrance, CA 90501 USA
Corporate Phone Number: 1-310-468-4000
Fax Number: 1-310-468-7800
Customer Service Number: 1-800-255-3987
BTW, I tested the 1-800 number and it's good. You want Option #5
Quick Google Search........
Lexus Corporate Office Headquarters
Toyota USA
19001 S. Western Ave.
Torrance, CA 90501 USA
Corporate Phone Number: 1-310-468-4000
Fax Number: 1-310-468-7800
Customer Service Number: 1-800-255-3987
BTW, I tested the 1-800 number and it's good. You want Option #5
#7
Also, the car was parked in a private business parking lot surrounded by our professional and friendly neighbors and a huge factory-like building behind it so the idea of somebody targeting my mothers car, who is the kindest soul on the planet, seems implausible.
Several witnesses stated that there was nobody around the car and that they had not heard or seen anything unusual when suddenly, the glass exploded.
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#8
That was going to be my question, if a small rock or bb was found. Being in the business and dealing with CCTV unfortunately quality is poor unless it is a high end megapixel system and even then I doubt a small flying object would show up.
#9
I would call Lexus corp...they are in Torrance so not far from you either. Who did you talk to at Lexus of Westminster? I bought my '14 GX from them, my prior GX, RX and GS as well - no problems at all...ever.
In general the dealerships are only going to cover what Lexus corp offers to cover. I would really push on Lexus corp. Note that exploding sunroofs is not a new occurrence with Toyota - maybe is is creeping to the rear window now. Hopefully not.
#10
Maybe it was a hit attempt gone bad...just saying.
I would call Lexus corp...they are in Torrance so not far from you either. Who did you talk to at Lexus of Westminster? I bought my '14 GX from them, my prior GX, RX and GS as well - no problems at all...ever.
In general the dealerships are only going to cover what Lexus corp offers to cover. I would really push on Lexus corp. Note that exploding sunroofs is not a new occurrence with Toyota - maybe is is creeping to the rear window now. Hopefully not.
I would call Lexus corp...they are in Torrance so not far from you either. Who did you talk to at Lexus of Westminster? I bought my '14 GX from them, my prior GX, RX and GS as well - no problems at all...ever.
In general the dealerships are only going to cover what Lexus corp offers to cover. I would really push on Lexus corp. Note that exploding sunroofs is not a new occurrence with Toyota - maybe is is creeping to the rear window now. Hopefully not.
I am going to call Lexus headquarters first thing tomorrow morning and give them a piece of my mind, as respectfully as possible.
#11
Plus, with those very same people outside who witnessed the whole thing, wouldn't they have seen or heard the initial impact of something hitting the window? We did talk with the man who was caught on CCTV walking over to the car after the window explosion and he did not hear/see anything unusual.
#13
Anything can happen anytime anywhere. My FJ was broken into in a really good area 6 months ago in a crowded Publix parking lot and no one saw a thing. My instinct screams vandalism in your case. As a firefighter regularly breaking vehicle glass to access patients, the noise isn't that loud. I think someone had a bad day and used a projectile of some type and took their anger out on the nicest thing in the parking lot.
#14
Also after 6 months and plenty of vacuuming during that timeframe, I still find bits of broken glass from where my FJ's window was shattered. Maybe the BB or whatever struck the vehicle window in your case is still somewhere hidden in the vehicle.