MartinM

I'm having my brake actuator replaced because I noticed the noise immediately after I bought it. I thought the cpo process would have caught that, but they didn't so I think it is covered under the cpo warranty (I hope)

randomwalk

what does the bad brake actuator sounds like?

MartinM

To me its kind of a clunk sound with a hint of squeak. Doesn't happen all the time, but enough to notice. I actually noticed it at a stop light. I was stopped and happen to press down more on the brake and it made the sound.

randomwalk

Friends,

After the refusal of service at the dealership, I wrote a letter to the GM of that dealership and here is what he responded. I am planning to take the car back in and let him test drive it. Hopefully they will fix the issue for good. I can't believe I have to go through all this for a $80K car. How can a car makes such an aweful noise can be so boldly judge as normal? If it's a Toyota or lower end Lexus model then "may be" but this is the flagship vehicle of Lexus!! But I even drove Toyota and it doesn't even make such noise while braking.

=========================================================
Mr. ***, Please accept my apology for the issues that you are experiencing with your LS460. I have spoken with my diagnostic specialist and he states he checked the vehicle against other LS460 models that we have on the lot and they all had a similar noise. I do however invite you to return the car to our service department and test drive with either myself or my diagnostic specialist to make sure that we are all hearing the same noise. I would be happy to recheck the noise and get Lexus involved to attempt to resolve the noise if possible. Please contact me and I will set a date and time so I am sure to be here when you arrive. I look forward to hearing from you. Thank you, Larry

________________________________________
From: ***
Sent: Thursday, February 03, 2011 1:58 PM
To: Miller, Larry
Subject: Disappointment with Service Department at Sterling McCall Lexus
Dear Mr. Larry Miller

My name is *** and I am an owner of a 2008 Lexus LS460. I am writing you in regard to the recent experience at Sterling McCall Lexus service department. I brought my vehicle in for warranty service because of the “clunk” noise in the rear when the vehicle comes to a stop. The noise is reproducible at when coming to a stop from either forward or in reverse motion. Before dropping off the vehicle, I addressed the issue with a service advisor, who took the car for a test drive and confirmed existence of the noise. After a week, I was informed that the vehicle was ready for pick up. However, when I arrived, the service department did not resolve/fix the problem. The service advisor informed that the noise is a “normal” noise for this model of vehicle and there is nothing they can do. I have owned numerous Lexus and other vehicles (BWM, Mercedes) and I have never experienced noise such as this as “normal” in a high-end luxury vehicles. I have test drove 3 different 2010 Lexus LS460/Ls460L and this noise does NOT exist with other LS460 vehicles. I am a member on a few Lexus forums and I have posted question regarding this issue and every single forum members who own the same Lexus model (LS460) responded that the noise I am experiencing is NOT normal and none of the member’s vehicle make this type of noise when comes to a stop.

Mr. Miller, I have always enjoyed driving Lexus and have always viewed Sterling McCall Lexus as one of the best dealership in Houston for price, service and professionalism. However, with the recent experience at the service department has left me with a sour taste. I fail to see how an $80,000 dollars, flagship vehicle, of Lexus has such a noise to be deemed as “normal”. I hope that you will take this matter into consideration and help me resolve this issue.

Best Regards,
***

CEOEngr

Atleast you received a response back. There is another dealer in the Houston metropolitan area whose GM regularly ignores customers letters, even when he doesn't, it takes him over 6 weeks to compose the response. On one occasion, I had to get the corporate Lexus to shake him up from his deep nap after the pursuit of excellence.

460LCHI

I just drove from Chicago to Dallas on business and took my car to Sewell. They are about the only dealer that can and will replace items that most dealers give the "can't not duplicate/per normal specs" that most other dealers use. I had the problem of the brakes going soft and the traction light which caused me to run into my garage wall. After a dismissive "form letter" from Lexus telling me that the actuator was not the issue that caused the damage, Sewell found out that the right rear brake was not working which caused the right rear wheel to keep spinning on slick surfaces, this would kick the traction light on and the brakes to go to the floor. I know you are in Houston, but perhaps Sewell can correct the problem for you.

randomwalk

Thanks mike. I'm 4 hrs away from Sewell but may have to do that.
Took the car in again for the service director of the dealership test drive. He confirmed the noise but ask me to bring it back in a month to have Lexus tech come by to see. It'll be somewhere in march as the guy is on vacation in Calgary...
What a waste of time.

460LCHI

I feel that if any dealer can help you with the situation it will be Sewell. I have driven about 3K miles in 2 weeks and my car seems to be fine. Keep us posted.

randomwalk

You Sir hit the nail on the head. My God...after 3 dealerships, and hours talking to Lexus Care and God knows how many visits to the dealership...FINALLY (as I was informed a few minutes ago from the dealer in Dallas) that they fixed the issue.

It's the brake pads...I even pulled the wheel off and looked at the pads before I brought the car in and there were plenty of meat left on the pads (car only has 19K miles).
Anyhow, for some reason they took the caliber/pads apart and clean it and everything is good. Going to pick the car up tomorrow and will find out for sure. What a relief!

also thank LS460CHI (mike) for recommending an excellent dealership.

CEOEngr

There must be something to be said about Sewell in Dallas. A few new LS's have showed up in my neighborhood sold by Sewell. According to one neighbor.... "Houston metropolitan area dealers need to get off their high horses, they just can't even come close to Sewell's deals". LOL, now I guess Houston folks have to go further north to get good service including me.

randomwalk

Yes I'm sold with Sewell service. They will do their best to make you satisfied (within reason), unlike other dealerships where money is their ultimate goal.
Let's put it this way, my next car, if it's a Lexus I will drive 4 hours up to Dallas and buy it from Sewell...even if the price is higher than local. Dealership such as Sewell totally deserves it.

blackz405

You are more than welcome, I'm glad I was able to help.