Last Friday a week from today, I was on a nice drive in Bridgend Wales with my family. At around 16.30 it started raining heavily and was getting dark. I was in a country lane driving 30 to 35 on 40 because I was unfamiliar with the road and there was noone else there. 500 yards before the main road I went through a puddle and everything went Kaput. Hybrid system failure light came on and asked me to stop. I drove about 100 yards then it completely stopped.
I called AA through my bank and had to upgrade to relay and paid nearly £400, waited 1 hour, they came took us to nearby servide on M4. We waited 4 hours for another aa truck to bring us to London. We got to London at 2am, went to bed, woke up at 8 called aa to take my car to local Lexus in Twickenham, which was my big mistake. Aa said I needed to pay 200 more so they could come before 11 as Lexus service centre closes at 12. I said no thx, I looked around on search engine and found a local recovery which did it for 120.
We got to Lexus service centre in Worton Road, unloaded the vehicle, gave my key to reception, they noted down my phone number and told me expect a call on Tuesday. I waited until 16.00 on Tuesday, no call. I called Lexus Twickenham, gave my number again waited 2 days still no call. I called again, give my phone number again, I was told Lexus has to do diagnostic and we don't have your number to get your authorisation. I was very upset I said ok do the diagnostic and told him I give my number and keys when I dropped my car. He apologised, this was on Thursday.
I waited until yesterday 16.00pm no call. I called Lexus again, I was told we still have not started on my car because we did not have staff for personal reasons and I was told they will call me today before 12 and I did not receive any call.
I don't know what to do here. I need Lexus report on my car so I could call my insurance to find out what they can do for me.
All LEXUS care about is money. They did not start the diagnosis because they wanted authorisation for £180 in order to start the job and kept me in the dark for one whole week and counting