Hi Mad Car,
I had a issue with my engine temp rising back in July 2016, every time I would make a short journey on the motorway it was shoot up. Luckily I had checked out problems on the IS220Ds and one of them being the head gasket. I took out the warranty for 2 years or up to 120K for £700, I wasn't able to make a claim for 3 months unless it was for a breakdown.
Waited for 3 months and took the car in to Lexus and that same day they told me the car needs a new Engine and the warranty company have not approved the work on the car as the service history is missing a few stamps. So I took this further and emailed Lexus HQ, they responded back with "We have provided our final response in that the terms and conditions of the warranty policy have not been adhered to and therefore the claim has been denied."
Now HQ have denied my claim I had no idea what to do! Then I was advised to emailed the regional director of the issue and see if that would help. I then googled regional director North West Lexus, but I had no luck. While scrolling down I seen a website called Customercare.org who contact the best person in regards to a complaint. So tried my luck sent a lengthy email to them, however I got no response back. A week went by and I started to speak to a few independent garages for a quote looking at nearly £1000 just to get the head gasket sorted and that didn't include any other issues which might come out from this.
Randomly a few days later I got a phone call from my local Lexus dealer telling me that the warranty company have now approved the work for my car and booked me in for the following Monday.
Week and a half later new engine rebuilt and no temperature issue or cold air from the heating. However I now have white clouds of smoke coming out the back of the exhaust which now my car has been booked in to get it checked it. but car drives currently with no issue.
Hope this helps!
