Hi,
I am the owner of a 2019 RX450h F-sport , that was purchased new from an Lexus dealership, in VA.
Until recently, my previous service has been un-eventful through the same dealership.
If the service takes longer than 4 hours, I asked and received a service loaner, no cost , no questions asked.
This changed about 2 services ago, when i had the 30,000 mile service performed.
The service advisor commented that the 30k service will be more time consuming and asked if i wanted a loaner.
I replied yes and used the loaner. After the service was completed , I retrieved my RX and returned home.
It was then I saw on the invoice, that a $20 fee was charged for the loaner.
At the time, I dismissed it as a mistake and didn't question it.

My most recent visit, was for a service campaign (fuel pump replacement) along with minor oil change, additives...
i asked the advisor, what was the service loaner policy, as i was charged last time.
Also, how does that work when the benefit of purchasing a new vehicle from the dealership was complementary service loaner.

He says it is complementary , when:
1) if it involved warranty repair work
2) service estimation of 8 hours or longer
3) service campaign work( recall)
To which he replied, i would received the complementary service loaner, due to the service campaign.

So, the next day , after i returned the loaner and drive off in my RX: hour later, i received a charge of $20 on my CC.
Yup, it was for the loaner.

So, i need to ask:
Has Lexus service loaner policy / requirement changed?
Is it an dealer to dealer choice to charge for the loaner?
Has any one else have a similar experience?
Am i lucky to not have paid for the loaner in my previous service?

It really not about the $, i would like to understand the requirements for the loaner.
Thanks for your help.

 

www.lexus.com/guest-experience still touts service loaners as a benefit, with an asterisk noting that loaners are subject to vehicle availability. Neither my local Lexus dealer nor the dealer where I purchased mention loaners on their web presence. The Lexus dealership in Dublin, OH says this on their site:
COMPLIMENTARY LOANER CARS
Should you ever need to leave your vehicle with one of our specially trained technicians for more than eight hours, a complimentary Lexus loaner vehicle will be provided.

 

The loaner policy beyond Lexus' policy as bamalam stated is up to individual dealers, but I think a $20 charge for a loaner when they charge what they do for service is **** poor. In this marketplace a complimentary loaner has been Lexus policy forever.

Which dealer was this, one of the ones in Northern VA?

 

It is Pohanka Lexus in Chantilly, Va.

 

So far, one of my favorite things is how easy it is to get a loaner at my Lexus dealer. It’s very similar to my experience with the local BMW and Mercedes dealers.

With my Acura, you almost had to have a disabled car to get a loaner.

 

For me, it not really about the $.
Its more of a bait and switch or breach of contract issue.
I was promised one thing and received something different.
At this point, i do not trust anything verbal from the dealership.
i will probably do some research if service work at a different dealership (Toyota, due to Pohanka is the closest Lexus dealer to me)
will void the warranty.

 

I figured. They’re awful. Take it to Alexandria.

And you can have it serviced anywhere. No worries about the warranty.

 

Agreed. Dublin didn't charge me when they screwed up scheduling. I've had a good time with having my alignments done there on all the cars.

Hopefully this continues this Friday

 

I always figured it was up to a dealer. I guess here in Los Angeles, we are a bit lucky. You pretty much always get a loaner, even if it's just for an oil change. I have chalked that up to competition, as there are a dozen Lexus dealers in the general region.

 

Thanks for all the advice.

 

I always had free loaners at Hendrick Lexus in Merriam, KS. I am about to take the IS in for its first service today and have signed up as a waiter, but I will ask if loaners are a thing at Nalley Lexus. I agree with Steve that the least they could do for the prices they charge is offer loaners.

FWIW, the BMW dealer where I took my wife's car recently didn't list loaners as an option on the website. However, when I went in person, the advisor offered me one. I basically didn't want to take a complimentary Uber ride (nee "shuttle"), so it was the next best option.

 

My dealer, Lexus of Seattle, has a policy that you get a loaner if your service is expected to last more than 2 hours, but in reality, they've given me a free loaner every time I've wanted one, even if it's just a short service that lasts under an hour.

 

Thats how it has always been here too.

Hell, Chrysler gives me a loaner.

 

Just FYI that Bay Ridge Lexus Brooklyn, NY will send you to Enterprise if you qualify for a loaner. Worst Lexus dealer and service center in NYC.

 

It does seem to depend on dealership. I get loaners from Lexus, Acura, and Mercedes. Lexus is by far the most difficult, and availability is based on type of service. Plus EACH time they make a copy of license and insurance card. The first time I was not aware of this and car had already been taken to service bay and had to be retrieved so I could get the card. Plus they charge for gas if the loaner is not refilled to level when received.
MB and Acura easy, and I can get a loaner for any service. The first time I had a MB loaner they made a copy of license and insurance card, and keep it on file. At Acura they just ask for my insurance company.