losiglow

Bought the car from Lexus of Glendale (California). I flew in from Salt Lake City, UT and drove the car back from California because there wasn't a single 300h in the whole state of UT, let alone one with the options and color I wanted. The dealership has my address. They're well aware I'm in Utah. Yet I get nearly weekly calls from them, wanting me to schedule a service appointment with their dealership.

Bro - I'm in Utah. We have two Lexus dealerships here. I'm not driving to California to get service

They can't seem to grasp this concept despite the number of times I've told them. I just ignore the calls now.

cbus

I opened the trunk of my IS200t (following its third or so engine-related visit) to find a cardboard box of Lexus-branded parts. They wouldn't admit it, but I can only assume they used my car to do some kind of errand.

AndrewLWSN

At my dealership, everything is top notch except the higher chairs in the waiting room (where you have the tables to put your laptop/Ipad). Literally no padding at all and feels like you are sitting on wood.

Regarding the washing part after the maintenance : If you care about your car, put up multiple signs. During one of my first maintenances for the car, the concierge bragged about how excellent the ''detailing specialists'' are and they only use good quality mitts and soap at the dealership. When I picked my car that day, I saw from afar that the detailing specialist was a relatively skinny high school kid with his airpods on, while cleaning cars. I mean, he might be good, but I wouldn't take a chance for the number of cars that they clean there on a daily basis.

The next maintenance service, I printed out 2 papers with bold letterings ''Please, do not wash the car after the maintenance service'' and put 1 in the middle of the center console (so that the driver can see) and 1 inside the car at the front facing outside the windshield + I put a note in the comment section in the online booking. When I dropped the car, I told the concierge face to face to not wash the car and that I would take care of it myself and she's said ''sure, I will tell the maintenance crew about it''. Guess what, they washed it anyway. Now, I have 6 papers facing all the windows + 1 inside the car for good measure (I laminated the papers at my work and re-use them every time I drop my car for service). Never had a problem since.

Of course, if potential swirls doesn't bother you, it's a great service and I am pretty sure that the majority of customers are super happy about it.

scubapr

Hummm interesting. Just found another excuse to implement a Dash Cam.

scubapr

No way!

july1988

He may need more standing-out flyers

bc6152

Great signs July1988... Think I'll print them for my car...

heyarms

iTrader: (5)

My petty annoyance is the valets write on your window with window chalk/pen the time you arrived. I always forget so by time I realize it they have already done it. Otherwise no complaints since they still manage to work on my modded cars

july1988

Your dealer must be still using Windows XP for their computers LOL. From where I'm at, they have a assistant walk to your car when you arrived, they use a tablet to check you in, scan your VIN and take pictures of current condition etc. and you just walk to the waiting area. You can check your status (time in, current status/location etc.) on the big screens everywhere or they text you a link to your phone to check it as well.

rallenc

The fact that you had to fight them at all is mind boggling!! Based on their supposed reputation they should have been falling all over you apologizing. I guess "Sorry" and "We apologize" are not in service department vocabulary.

rallenc

Took my 2022 GX460 to the dealer for the 12 month service. A few weeks later when cleaning the car I see that the wheel locks are rusting. Closer inspection shows more rust and numerous sharp edges where the "key" seats. Obviously the tech did not seat the key in the lug before he went to town with the impact. I sent an email to the service advisor along with photos of the issue. I noted that I had McGard wheel locks (they make them for Lexus) on all my cars for the last 25 years and never had a set get chewed up like these. I asked for a replacement set as well as a second "key" as I had purchased a second key directly from McGard. I offered to send the damaged lugnuts back.

Response I get, We'll send you another set; sorry can't send you a second key. I responded, okay, when I get the new set I will order a second key and you van credit my next service for that expense, about $15.. No response to that.
I follow up by email 2 weeks later with another email asking status, no response.

A week later I call. He acts like he never heard from me before he transfers me to parts department. Parts Department never heard of the issue. Ask to be transferred to Service Manager; put on eternal hold.

Call for service manager, get his voice mail and leave a detailed message. No return call.

Finally get an email from original service advisor.:
"The Parts Department is shipping out a replacement wheel lock set to you today as a one time only courtesy from XXXXXXX Lexus" Sort of like I am being unreasonable.

If they can screw up a simple tire rotation, and won't acknowledge the issue they caused, I can only imagine what other issues they can cause. Frankly, I bought the Lexus based on the supposed way they treat the customer; I am hoping that it is just this dealer, I'll have to find another and hope they are better.