Lexus

My elderly parents purchased a 2008 Lexus LS460 in 2010. This wasn't their primary vehicle at first. They have kept it in clean and pristine condition. Once they started driving it more, they realized that there was something very wrong with the interior. It was always so sticky and the dash and door side panels were cracking. They followed the correct avenues to deal with this issue and was told there was a recall for their issue. They received a letter from Lexus instructing them what to do now. So they took it to their dealership like they were told and had it inspected and to have the parts ordered. Apparently whoever helped them at Sterling McCall dealership dropped the ball and didn't order the part. By the time my dad contacted the dealership to see what the progress was with the parts being ordered, he was told that there were no records of parts being ordered for their Lexus and the person that helped them was no longer with the company. Now my parents have been contacting corporate and Sterling McCall dealership in Houston, TX and they have been given the run around. I am now trying to help them escalate this issue and facilitate progress of their Lexus issue being fully resolved. Any advice or assistance in this matter would be much appreciated.