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After a lot of research, I bought a certified pre-owned Lexus in June of 2007.  The big reason I purchased this car was because of the 3 year warranty through Lexus.  This was one of the best warranty’s I found on a used car that met my needs (I’m a very nervous driver and only feel comfortable with the steering and handling of a select few cars, and we needed an SUV to transport our dogs safely).  The warranty seemed extremely comprehensive, and was valid at any Lexus Dealership nationwide.  So, when my Check Engine Light Came on a few weeks ago, I was worried but not too worried. I felt sure I would be taken care of.

So, I made an appointment and headed over to Lexus. They were very friendly and nice on the phone, offering me a choice of appointment times and a loaner car.  When I got there, the representative that came out was very nice to me.  At first.  I told him that the check engine light had come on, and that I wanted them to look at the car.  I said “I only want to get it fixed here if it is under warranty, so can you tell me whether the problem is a problem covered under warranty or not.”

Well, here is where the PROBLEM arose.  There was a $95 diagnostic fee. If the problem turned out to be covered under warranty, the fee would be rolled in and I would pay nothing.  However, if the problem turned out not to be covered, well I would pay $95 for the privilege of discovering that fact.  

Now, I don’t know if it is just my inexperience with car warranties, but this seems insane to me! To charge me $95 to determine whether I could use my warranty? That essentially meant I was playing a version of Russian Roulette every time I took the car in.  There was no way to tell why the check engine light was on without paying that fee, so there was no way of telling whether it would be covered without taking the risk that it wouldn’t be.  

I expressed my strong distaste for this policy, and was told “Well, we have an omelet bar over there, if you would like an omelet.”  Ummm. a $95 omelet, no thanks I’ll go to Denny’s!  

Anyway, I said that I would wait there and see whether it was covered or not.  I watched the technician go over to the car and open the hood. I watched him look at it, and tighten something, and close the hood again.  He came over to me and said “Your check engine light should go off. There was a loose hose. Its fixed now.  I will go and get your BILL.”

Now, I don’t know how many of you would have just said thank you and paid it, but I was certainly not about to do anything of the sort.  Instead, I found the manager and I told him “listen, I watched him. It took him 5 minutes.  I will give you $7.91 (5/60 *95- I had my phone calculator) and you will lose me as a customer for life over it.”  Needless to say, I left without paying the $7.91.

Too many people, though, wouldn’t have been able to stay and see how long it took.  Too many people don’t like confrontation and would say nothing.  Too many people would just be out $95 while a company gets richer.  I’m not saying its wrong of these people.  I’m saying it is wrong of this company to sell their product by selling a 3 year warranty (and believe me, they emphasize the heck out of this!), and not mention the exorbitant cost of finding out whether the warranty can help!