Lexus Customer Service Failed to Resolve Ongoing Vehicle Issue

The issue that started on March 22 still has not been resolved, and Lexus customer service has been completely unresponsive. On March 22, 2025, I contacted the Dolmabahçe Lexus dealership because my vehicle would not start. I was told it was likely a battery issue and was advised to try a jump-start, but the car still did not start. Roadside assistance was dispatched and I was told they would arrive within 30 minutes, yet they showed up after an hour and a half. The technician who arrived appeared inexperienced and had to receive video support to proceed. The vehicle eventually started but would not move, so a tow truck was requested.

I was told the tow truck would arrive within two hours at the latest, but it took four and a half hours to arrive. When it finally did, the equipment was inadequate and they were unable to tow the vehicle. Another tow truck had to be called, and my car was not delivered to the service center until 4:00 PM the following day.

Initially, I was told the repair cost would be $433, but later I was informed the cost would be $3,413 and that the required part was not available in Turkey.

During my call with customer service, I asked to speak with someone more senior, but I was told, in a raised tone, that I could not speak with anyone other than them. The dealership manager responded with an indifferent and dismissive attitude, saying, “You are not obligated to follow what my staff says,” effectively refusing to take responsibility.

I would never expect such poor crisis management, lack of communication, and indifference from a brand like Lexus. I have been without my vehicle for days and cannot find anyone willing to take ownership of the situation.