Sir/madam, i am trying to help my friends (xxxx) and (xxxxx), long time residents of huntington beach and a very sweet couple. peggy was driving her husband to a doctor's appointment and due to a fault in the engine (there is a recall and they were not informed), the engine caught on fire. if it hadn't been for the driver behind them who ran to them and got them quickly out of the car and walked them to safety, the outcome would have been very bleak. they are an elderly couple and the husband, (xxxxx), has great difficulty walking and the car burned very quickly. they, thank god, made it to safety in time only to watch their car burn. they informed toyota and since they are on fixed income asked toyota for help with the purchase of another used reliable car (the lexus they were driving was 15 years old but in good condition and more than enough car for their trips to local stores or doctor appointments. surprisingly, toyota only responded with one letter from customer service. (xxxx)'s follow up calls and letters to customer service, eco mark templin were never acknowledged or answered. please help this couple believe in humanity again. toyota is a reputable company and to have something like this happen without so much as a phone call from the company is surprising to all that know of this case. i am attaching all the evidence: pictures, copies of letters for your reference. please provide case number. thank you so much for your help. (xxxxx) for (xxxxx) parts of this document have been redacted to protect personally identifiable information pursuant to the freedom of information act (foia), 5 u.s.c. 552(b)(6)
Tl* the contact owns a 2003 lexus es300. the contact stated while driving 15 mph, when she saw smoke and fire igniting from the hood. the contact stated the engine failed and turned off in the middle of the road. the contact stated no injuries were sustained. the fire department was able to extinguish the fire, but no report was filed. the police was called to the scene but no report was filed. the vehicle was not drivable and was towed to impound lot. the contact called local dealer lexus usa located at 6565 headquarters dr, plano, tx 75024, (800) 255-3987, and where notified of failure. the vehicle was not diagnosed or repaired as of yet. the manufacturer had been informed of failure. the failure mileage was 110,000. *as *tr
Tl* the contact owns a 2003 lexus es300. while driving at an unknown speed, smoke was noticed coming from the engine compartment. the contact managed to pull the vehicle over as it was stalling. the contact exited the vehicle, lifted the hood, and noticed flames coming from the battery. the contact called the fire department who extinguished the fire. the contact mentioned that the fire department cut the battery cord and informed the contact that the vehicle was unsafe to drive. the vehicle was towed to the contact's residence. the dealer and manufacturer were not notified of the failure. an independent mechanic diagnosed that the battery needed to be replaced. the vehicle was not repaired. the failure mileage was 156,000.
After the vehicle has been running from a light or stop there is hesitation when trying to accelerate. i have taken the vehicle to the lexus dealer in owings mills,md.several times.the first instance they said could not get the vehicle to repeat it. i went back complaining for the second time a was told that it could be fuel injectors clogged followed by another list of potential service items for about $1000+ expense which we deniedit since we have always maintained our car good & alwaysuse 93or 89 octane gas with maintenance service as recommended. this is my wife's car and i am always worried about a potential accident with this car.lately this hesitation frequency has increased from what we hear is that we are not alone and seems to be an ongoing problems. *tr