Experience at a Lexus dealership
Thread Starter
Registered User
Joined: Jul 2003
Posts: 825
Likes: 0
From: LA
Experience at a Lexus dealership
Hey guys, to sum it up, this is the letter of complaint I sent to the manager. A experience at the dealership that was not fun to say the least.
Mr. X:
I just got back from one of the worst dealership customer service experiences in my life and am writing this note in hopes that my experience is not replicated again and that the damage that was caused is compensated for by your dealership.
I am from New Jersey and also purchased my current Lexus, the IS 250, from there. I have driven many luxury vehicles and recently settled on the IS 250 because of the solidity of the brand, the reliability of the vehicle, and the "passionate pursuit of perfection" that Lexus touts in every other ad. I had heard many stories of beautiful Lexus dealerships treating their customers like royalty and creating a remarkable product backed by a remarkable company. My outlook on Lexus as a brand has been rosy to say the least. That is, until today.
I recently purchased a home here in VA and therefore had to find another Lexus dealership to serve my vehicle. My brakes have been squealing excessively as of late in addition to interior rattling and I heard about a TSB on the issue. I took my vehicle in for simply: 1. an oil change and 2. to check the brakes.
I rode with the technician last Friday morning (8 AM) (Name 1) and he indeed confirmed there were two TSB's for the brakes: 1. For excessive brake dust and 2. For the squealing brakes. He told me I had to decide which was most important to me. I opted to eliminate the squealing noise and (Name 1) told me they would put sponge material in the dashboard to eliminate the rattling. Upon (Name 1)'s behest, I left the car over the weekend for the work.
Later on Friday I received a call from (Name 2) (2:00 PM) explaining to me that "no, there actually isn't TSB's for the brakes." This was frustrating as I had heard contradicting comments from different employees and because I knew that if it was a dealership like the Lexus in New Jersey, they would try harder to correct a known issue in the model, when my car only has about 18k miles thus far.
Next issue, I walk up to my vehicle to inspect the wash and was annoyed to find a terrible car wash given. I then immediately noticed a large gash in the side wall of my rear tire. The gash was a huge chunk of tread about 1 /12 - 2 inches just hanging out, revealing the stitching holding the tire pressure. I immediately informed (Name 2) of this problem, who called the technician.
You have to understand, I am _extremely_ meticulous about my vehicles, along with everything else in my life. I am an "OCD" person and my vehicle is routinely inspected, especially before leaving it somewhere foreign. This gash was not there. What confirmed it for me was the fact that when (Name 2) called the technician who had worked on the vehicle and asked if it had been there before (as name 2 obviously didn't want to believe that the gash was pre-existing) and the technician said he _HAD_ seen it there before. My question is: isn't something wrong about this scenario? The technician knew about this gash and didn't tell me or anyone else? If I had driven that tire on the highway, the tire could have exploded and I could have wrecked the car because of the technician's complete incompetence. Why in the world would this technician not tell the customer that his tire sidewall is completely destroyed if he noticed it? Could it be because he was trying to cover up the fact that he may have caused it? It's funny how my car "in" mileage and "out" mileage had a difference of nine miles. Nine miles is plenty of mileage to damage a tire. (the nine miles are according to my receipt!).
Moreover, I find out my car was given a tire rotation! When did I say give it a tire rotation? I have to ask them to NOT give me a tire rotation? And there is even more assurance the gash on my tire was caused by something awry, otherwise why would a technician not see it or say anything if he's literally picking up and moving each individual tire? And handling tires presents more opportunities to damage them.
I am angry, frustrated, and disappointed. I spent over an hour and fifteen minutes at the dealership with three of my employees (we were on the way to a meeting and I was simply going to "pick up" the car) while we waiting for the tire to be repaired and we find out that the dealership refuses to take responsibility and is forcing me to pay over $300 for a tire that I did not damage.
You've (the dealership) wasted my time, my employee's time, you caused me stress, and you charged me over $300 for a mistake I did not make. This is honestly NOT about the money, it is about the principle. Wasting my time and charging me for mistake that I did NOT cause is what frustrates me.
I would hope that your "passionate pursuit of perfection" would cause you to seriously examine this issue and let me know what can be done to make this right. I am a car enthusiast and a fan of Lexus, but another experience like this at your dealership (or any other Lexus dealership) and it is going to be hard to love and support a brand that treats their customers in that regard.
Alright, I know I exaggerated a little bit, okay A LOT. But do you think my email is justified? I know I might be over reacting but let me know your thoughts.
Mr. X:
I just got back from one of the worst dealership customer service experiences in my life and am writing this note in hopes that my experience is not replicated again and that the damage that was caused is compensated for by your dealership.
I am from New Jersey and also purchased my current Lexus, the IS 250, from there. I have driven many luxury vehicles and recently settled on the IS 250 because of the solidity of the brand, the reliability of the vehicle, and the "passionate pursuit of perfection" that Lexus touts in every other ad. I had heard many stories of beautiful Lexus dealerships treating their customers like royalty and creating a remarkable product backed by a remarkable company. My outlook on Lexus as a brand has been rosy to say the least. That is, until today.
I recently purchased a home here in VA and therefore had to find another Lexus dealership to serve my vehicle. My brakes have been squealing excessively as of late in addition to interior rattling and I heard about a TSB on the issue. I took my vehicle in for simply: 1. an oil change and 2. to check the brakes.
I rode with the technician last Friday morning (8 AM) (Name 1) and he indeed confirmed there were two TSB's for the brakes: 1. For excessive brake dust and 2. For the squealing brakes. He told me I had to decide which was most important to me. I opted to eliminate the squealing noise and (Name 1) told me they would put sponge material in the dashboard to eliminate the rattling. Upon (Name 1)'s behest, I left the car over the weekend for the work.
Later on Friday I received a call from (Name 2) (2:00 PM) explaining to me that "no, there actually isn't TSB's for the brakes." This was frustrating as I had heard contradicting comments from different employees and because I knew that if it was a dealership like the Lexus in New Jersey, they would try harder to correct a known issue in the model, when my car only has about 18k miles thus far.
Next issue, I walk up to my vehicle to inspect the wash and was annoyed to find a terrible car wash given. I then immediately noticed a large gash in the side wall of my rear tire. The gash was a huge chunk of tread about 1 /12 - 2 inches just hanging out, revealing the stitching holding the tire pressure. I immediately informed (Name 2) of this problem, who called the technician.
You have to understand, I am _extremely_ meticulous about my vehicles, along with everything else in my life. I am an "OCD" person and my vehicle is routinely inspected, especially before leaving it somewhere foreign. This gash was not there. What confirmed it for me was the fact that when (Name 2) called the technician who had worked on the vehicle and asked if it had been there before (as name 2 obviously didn't want to believe that the gash was pre-existing) and the technician said he _HAD_ seen it there before. My question is: isn't something wrong about this scenario? The technician knew about this gash and didn't tell me or anyone else? If I had driven that tire on the highway, the tire could have exploded and I could have wrecked the car because of the technician's complete incompetence. Why in the world would this technician not tell the customer that his tire sidewall is completely destroyed if he noticed it? Could it be because he was trying to cover up the fact that he may have caused it? It's funny how my car "in" mileage and "out" mileage had a difference of nine miles. Nine miles is plenty of mileage to damage a tire. (the nine miles are according to my receipt!).
Moreover, I find out my car was given a tire rotation! When did I say give it a tire rotation? I have to ask them to NOT give me a tire rotation? And there is even more assurance the gash on my tire was caused by something awry, otherwise why would a technician not see it or say anything if he's literally picking up and moving each individual tire? And handling tires presents more opportunities to damage them.
I am angry, frustrated, and disappointed. I spent over an hour and fifteen minutes at the dealership with three of my employees (we were on the way to a meeting and I was simply going to "pick up" the car) while we waiting for the tire to be repaired and we find out that the dealership refuses to take responsibility and is forcing me to pay over $300 for a tire that I did not damage.
You've (the dealership) wasted my time, my employee's time, you caused me stress, and you charged me over $300 for a mistake I did not make. This is honestly NOT about the money, it is about the principle. Wasting my time and charging me for mistake that I did NOT cause is what frustrates me.
I would hope that your "passionate pursuit of perfection" would cause you to seriously examine this issue and let me know what can be done to make this right. I am a car enthusiast and a fan of Lexus, but another experience like this at your dealership (or any other Lexus dealership) and it is going to be hard to love and support a brand that treats their customers in that regard.
Alright, I know I exaggerated a little bit, okay A LOT. But do you think my email is justified? I know I might be over reacting but let me know your thoughts.
Joined: May 2001
Posts: 9,510
Likes: 478
From: Dallas
I would be beyond pissed. When we take my wife's 5 year old IS300 (it's still under the cert. pre-owned warranty) to Sewell Lexus here in Dallas, we are treated like royalty. Top notch customer service. We get an RX350 every time and we are reluctant to take it back, because honestly, the RX350 is nicer than her car. 
Anyway, I would mail this letter, certified with return receipt, and start making calls to the regional manager of Lexus in your area.
Anyway, I would mail this letter, certified with return receipt, and start making calls to the regional manager of Lexus in your area.
Thread Starter
Registered User
Joined: Jul 2003
Posts: 825
Likes: 0
From: LA
Originally Posted by QUIKAG,May 22 2007, 07:58 AM
I would be beyond pissed. When we take my wife's 5 year old IS300 (it's still under the cert. pre-owned warranty) to Sewell Lexus here in Dallas, we are treated like royalty. Top notch customer service. We get an RX350 every time and we are reluctant to take it back, because honestly, the RX350 is nicer than her car.
Anyway, I would mail this letter, certified with return receipt, and start making calls to the regional manager of Lexus in your area.
Anyway, I would mail this letter, certified with return receipt, and start making calls to the regional manager of Lexus in your area.
Thread Starter
Registered User
Joined: Jul 2003
Posts: 825
Likes: 0
From: LA
Originally Posted by HiPER,May 22 2007, 08:04 AM
Which NJ dealership?
Also, which VA dealership?
Also, which VA dealership?
The horrible service that I receive is at Lexus of Richmond.
Thread Starter
Registered User
Joined: Jul 2003
Posts: 825
Likes: 0
From: LA
Originally Posted by S2kracka,May 22 2007, 08:13 AM
I don't think you are over reacting one bit, their actions are unjustifiable. Were you unable to speak with a manager at the dealership?
Trending Topics
Registered User
Joined: Sep 2006
Posts: 202
Likes: 0
From: Thousand Oaks, CA.
I'd be pissed off too.
That gash in the tire was likely caused when the technician/porter pulled the vehicle into his stall and the tire made contact with the arms of the lift......happens all the time. That is probably why they decided to give you a tire rotation.......
Mike
That gash in the tire was likely caused when the technician/porter pulled the vehicle into his stall and the tire made contact with the arms of the lift......happens all the time. That is probably why they decided to give you a tire rotation.......
Mike