Urgent Complaint – Ongoing Hybrid System Issues with Lexus IS300h (2019 Model)

Dear Lexus South Africa,

I am writing to formally express my extreme dissatisfaction with the service and reliability of my 2019 Lexus IS300h, which is still under warranty and service plan. Despite multiple visits to your dealerships, the issue with my hybrid system remains unresolved, causing significant inconvenience and frustration.

The problem first started when the hybrid battery warning lights came on, and the car would not start. I took the vehicle to Lexus Stellenbosch, where it took them two days to diagnose the issue. They then ordered a new 12V battery from Japan, which took over two weeks to arrive, leaving me without transport for an extended period.

Once the battery finally arrived and was fitted, the issue persisted. The car was unable to hold a charge, leaving me stranded yet again. I took it back to the dealership, and they replaced the battery. After this, I took the car to Lexus Cape Town for its scheduled service and inspection, hoping that any underlying issues would be addressed.

However, less than a week after the service, I am once again stranded with the same hybrid system warning, stating: "Hybrid battery system not working, switch to P." This means I cannot drive the vehicle and must now repeatedly take it in for inspection.

This ongoing issue is completely unacceptable. With only 30,000 km on the clock, this Lexus has been the most unreliable vehicle I have ever owned. I have previously owned VW, Audi, and BMW, and none have given me this level of trouble. Furthermore, the service experience from Lexus has been the worst I have encountered, with excessive delays and no long-term solution provided.

I demand an immediate resolution to this matter. This vehicle needs a thorough inspection and a permanent fix, not temporary band-aid solutions. If this issue persists, I will have no choice but to escalate this matter further, as I cannot continue to drive an unreliable car under a supposedly premium brand.

Please advise on how Lexus South Africa will rectify this situation urgently. I expect a response with a concrete action plan as soon as possible.

Yours sincerely,