Help! Lexus Customer Service Treating Me Poorly!
08-04-01 | 07:20 AM
#1
Thread Starter
Pole Position
Joined: Mar 2001
Posts: 397
Likes: 0
From: Alabama
I realize the following is a long post but I believe this information will
benefit all members. I am starting to believe all the JD Powers customer
satisfaction information about Lexus customer satisfaction is baloney! I
have been put through living hell with my Lexus Car dealer and Lexus
customer service. I have purchased a GS400 and a GS430 all within one year
so I thought I would be considered a good customer. But so far I am starting
to believe Lexus just does not care. It all began when paint was coming off
my GS430 Spoiler. I had arranged to have the Spoiler painted when I was
getting my 10,000 mile servicing. Go and pick my car up at about 7:00 PM and
I see a charge for $193.56. I tell the cashier I have a service contract
that I paid for that covers this. I say I want to speak to the Mike the
service manager. Cashier says sorry he has gone home for the day. I said can
I please speak to someone here who is in charge. She calls the Sales Manager
Benny Chahal. I tell him I have a service contract that covers this. He says
sorry you are going to have to pay for it now if you want to take your car.
I say I have all the paper work in my car can I please go to my car and get
it out. He says no! I get pissed and tear the paper work at the far left
hand corner and say I refuse to pay for something I already paid to have
coverage for. He says if you do not calm down I will call the police! I was
not yelling or cursing so I think he was out of line. Then I hear another
salesman named Wallace Flurw say "Why Don't You Call the Police on Him! I
paid the $193.56 and they let me go out to my car and I got the paper work
that shows I have prepaid for this already and showed it to them. But they
still did not refund my money until the next day after they reviewed the
copy of my service agreement I left with them. Lexus did not seem very
alarmed about what had happened which kind of shocked me. It would have
ended there but the Spoiler was painted badly and had bubbles in the paint!
On top of that the Spoiler was not put on right and when I closed my trunk
it bounced around like it was made out of rubber! My service manager now
said that the Area Lexus Manager needed to see the Spoiler before anything
else can be done. But they said that he fallen off a ladder and broke his
leg and could not even give me an idea when he would get back. I felt bad
about what happened to the Area Lexus Manager but I wanted to get my
Spoiler fixed. I called Lexus customer service and they repeated that the
Area Lexus Manager needed to see my car. I said can't you find away around
this since they had no idea when he would be back. They said sorry you are
going to still have to wait for him to get back to work. The next day it
seemed I heard good news. My car dealer said he ordered a brand new Spoiler
for me and it would be in the following week. The next week I brought my car
in and they had it ready the next day. But the good news was short lived.
When I go and pick up my car the Spoilers paint is damaged on the edge of
the Spoiler. They had not dried off my car after it rained earlier but the
damage was still visible. I think they were hoping I would not notice the
Spoiler was damaged due to the rain making it all shiny and it was getting
dark. But I wisely showed the damage to the service manager who said maybe
we can buff it out. I said the paint is partially removed because you can
see some white showing etc. I said how could you say my car was ready when
the Spoiler is so damaged. Can you please send it back and get another one
for me. The Service Manager says sorry this was a one time deal only. I said
that is ridiculous. He then went back to saying if I want it replaced again
that the Area Lexus Manager would need to see it. I said what is there to
see besides the fact it is damaged. He said that is Lexus policy. I said
when will he be back to work. He says I don't really know. I then called up
Lexus again thinking they would help since he ordered a New Spoiler and
would send a replacement immediately. But to my shock and horror they said I
must wait at least 3 or 4 weeks until the Area Lexus Manager was back to
work. I said can't you send anyone else? They said no. I reminded them that
this was my second car in a year. But they did not seem to care. They went
on to say that if I continue to escalate this matter my Lexus dealer would
not want me back at the dealership! This is also the only dealer in my area!
Is this any way for Lexus to treat a good customer like me? Does anyone know
who at Lexus I can speak to who can get this problem fixed within a
reasonable time? I even told them I would never buy a Lexus again but they
did not seem to care, I even called JD Powers and complained but they said
they can not even take my complaint or use any of it in their evaluation!
benefit all members. I am starting to believe all the JD Powers customer
satisfaction information about Lexus customer satisfaction is baloney! I
have been put through living hell with my Lexus Car dealer and Lexus
customer service. I have purchased a GS400 and a GS430 all within one year
so I thought I would be considered a good customer. But so far I am starting
to believe Lexus just does not care. It all began when paint was coming off
my GS430 Spoiler. I had arranged to have the Spoiler painted when I was
getting my 10,000 mile servicing. Go and pick my car up at about 7:00 PM and
I see a charge for $193.56. I tell the cashier I have a service contract
that I paid for that covers this. I say I want to speak to the Mike the
service manager. Cashier says sorry he has gone home for the day. I said can
I please speak to someone here who is in charge. She calls the Sales Manager
Benny Chahal. I tell him I have a service contract that covers this. He says
sorry you are going to have to pay for it now if you want to take your car.
I say I have all the paper work in my car can I please go to my car and get
it out. He says no! I get pissed and tear the paper work at the far left
hand corner and say I refuse to pay for something I already paid to have
coverage for. He says if you do not calm down I will call the police! I was
not yelling or cursing so I think he was out of line. Then I hear another
salesman named Wallace Flurw say "Why Don't You Call the Police on Him! I
paid the $193.56 and they let me go out to my car and I got the paper work
that shows I have prepaid for this already and showed it to them. But they
still did not refund my money until the next day after they reviewed the
copy of my service agreement I left with them. Lexus did not seem very
alarmed about what had happened which kind of shocked me. It would have
ended there but the Spoiler was painted badly and had bubbles in the paint!
On top of that the Spoiler was not put on right and when I closed my trunk
it bounced around like it was made out of rubber! My service manager now
said that the Area Lexus Manager needed to see the Spoiler before anything
else can be done. But they said that he fallen off a ladder and broke his
leg and could not even give me an idea when he would get back. I felt bad
about what happened to the Area Lexus Manager but I wanted to get my
Spoiler fixed. I called Lexus customer service and they repeated that the
Area Lexus Manager needed to see my car. I said can't you find away around
this since they had no idea when he would be back. They said sorry you are
going to still have to wait for him to get back to work. The next day it
seemed I heard good news. My car dealer said he ordered a brand new Spoiler
for me and it would be in the following week. The next week I brought my car
in and they had it ready the next day. But the good news was short lived.
When I go and pick up my car the Spoilers paint is damaged on the edge of
the Spoiler. They had not dried off my car after it rained earlier but the
damage was still visible. I think they were hoping I would not notice the
Spoiler was damaged due to the rain making it all shiny and it was getting
dark. But I wisely showed the damage to the service manager who said maybe
we can buff it out. I said the paint is partially removed because you can
see some white showing etc. I said how could you say my car was ready when
the Spoiler is so damaged. Can you please send it back and get another one
for me. The Service Manager says sorry this was a one time deal only. I said
that is ridiculous. He then went back to saying if I want it replaced again
that the Area Lexus Manager would need to see it. I said what is there to
see besides the fact it is damaged. He said that is Lexus policy. I said
when will he be back to work. He says I don't really know. I then called up
Lexus again thinking they would help since he ordered a New Spoiler and
would send a replacement immediately. But to my shock and horror they said I
must wait at least 3 or 4 weeks until the Area Lexus Manager was back to
work. I said can't you send anyone else? They said no. I reminded them that
this was my second car in a year. But they did not seem to care. They went
on to say that if I continue to escalate this matter my Lexus dealer would
not want me back at the dealership! This is also the only dealer in my area!
Is this any way for Lexus to treat a good customer like me? Does anyone know
who at Lexus I can speak to who can get this problem fixed within a
reasonable time? I even told them I would never buy a Lexus again but they
did not seem to care, I even called JD Powers and complained but they said
they can not even take my complaint or use any of it in their evaluation!
Last edited by ceoart; 08-04-01 at 07:24 AM.
08-04-01 | 09:17 AM
#2
Lexus Champion
Joined: Feb 2001
Posts: 3,736
Likes: 0
From: CLUBLEXUS USA
Whoa, that is a bunch of BS
. Is there anyway you can go to another dealership?? I know most of the lexus dealerships are warm and friendly, but there are a few "corrupt" ones around the us. I can't believe that they can't fix a simple spoiler problem. All I ever heard was if anyone had a problem with the service is to call the Lexus hotline. If that doesn't work....
. Is there anyway you can go to another dealership?? I know most of the lexus dealerships are warm and friendly, but there are a few "corrupt" ones around the us. I can't believe that they can't fix a simple spoiler problem. All I ever heard was if anyone had a problem with the service is to call the Lexus hotline. If that doesn't work....
08-04-01 | 09:57 AM
#3
Thread Starter
Pole Position
Joined: Mar 2001
Posts: 397
Likes: 0
From: Alabama
I did call Lexus Hotline and they treated me even worse! I am starting to believe Lexus just does not care. They even told me that they are not concerned with what I post on Club Lexus because they said it is not a sanctioned Lexus Site.
Last edited by ceoart; 08-04-01 at 09:59 AM.
08-04-01 | 10:17 AM
#5
Instructor
Joined: Jun 2001
Posts: 1,135
Likes: 1
From: Seattle
It's all smoke and mirrors,as they say in marketing.
That's a real bummer there at your dealer;I believe in the outstanding quality built into our cars,but no longer in the representation here in the states,just too many bad apples.It seems like you're entirely on your own when something goes wrong.
You just need to find a decent mechanic through a good reference or something,also remember that mechanics are just human and then forget about the dealers until it's time to buy a new one,if that's how you decide to purchase your cars.
That's a real bummer there at your dealer;I believe in the outstanding quality built into our cars,but no longer in the representation here in the states,just too many bad apples.It seems like you're entirely on your own when something goes wrong.
You just need to find a decent mechanic through a good reference or something,also remember that mechanics are just human and then forget about the dealers until it's time to buy a new one,if that's how you decide to purchase your cars.
08-04-01 | 10:50 AM
#6
Lexus Test Driver
Joined: Feb 2001
Posts: 1,039
Likes: 0
From: Atlanta, GA
Another option is to calm down and wait for the Lexus area manager.
Your car is not going to self-destruct because of some damaged paint. Unfortunately, you're caught in the middle of a bureaucratic situation in the Lexus corporate machine and the man who can make the decision is not available. You're expecting people to go beyond their authority because you're pissed off. They're not going to do it. All you are going to do is further alienate them.
My bet is they'll fix it if you wait until the person who can address the problem gets back to work. A little patience might be the best solution here.
Your car is not going to self-destruct because of some damaged paint. Unfortunately, you're caught in the middle of a bureaucratic situation in the Lexus corporate machine and the man who can make the decision is not available. You're expecting people to go beyond their authority because you're pissed off. They're not going to do it. All you are going to do is further alienate them.
My bet is they'll fix it if you wait until the person who can address the problem gets back to work. A little patience might be the best solution here.
Last edited by RealMarty; 08-04-01 at 10:53 AM.
08-04-01 | 01:09 PM
#7
Driver School Candidate
Joined: Jul 2001
Posts: 6
Likes: 0
That's quite pathetic
What is the name of the dealership so we can warn other Lexus owners in your area?
Have you spoke with the owner of the dealership? Is it factory owned or just an independent dealership franchise?
There must be another person you can talk to representing Lexus in your area, the regional rep who broke his leg can't be the only one around. If that is the case, Lexus has much to learn from Mercedes and BMW in terms of customer satisfaction.
Have you spoke with the owner of the dealership? Is it factory owned or just an independent dealership franchise?
There must be another person you can talk to representing Lexus in your area, the regional rep who broke his leg can't be the only one around. If that is the case, Lexus has much to learn from Mercedes and BMW in terms of customer satisfaction.
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08-04-01 | 05:35 PM
#9
Tech Guru
Joined: Jun 2001
Posts: 1,280
Likes: 0
From: Texas
try another dealer,
i tried to get the dealer to program my car key, 2 of the dealers want $45 bux to do it, the third one said they will do it for free :eek:
well, cross my finger, i'll bring the car in tomorrow. if that is truth, that dealer gonna be my favorite dealership hee hee hee
so far, i don't have any problem w Lexus service
Anh
i tried to get the dealer to program my car key, 2 of the dealers want $45 bux to do it, the third one said they will do it for free :eek:
well, cross my finger, i'll bring the car in tomorrow. if that is truth, that dealer gonna be my favorite dealership hee hee hee
so far, i don't have any problem w Lexus service
Anh
08-04-01 | 07:43 PM
#10
Thread Starter
Pole Position
Joined: Mar 2001
Posts: 397
Likes: 0
From: Alabama
Originally posted by RealMarty
Another option is to calm down and wait for the Lexus area manager.
Your car is not going to self-destruct because of some damaged paint. Unfortunately, you're caught in the middle of a bureaucratic situation in the Lexus corporate machine and the man who can make the decision is not available. You're expecting people to go beyond their authority because you're pissed off. They're not going to do it. All you are going to do is further alienate them.
My bet is they'll fix it if you wait until the person who can address the problem gets back to work. A little patience might be the best solution here.
Another option is to calm down and wait for the Lexus area manager.
Your car is not going to self-destruct because of some damaged paint. Unfortunately, you're caught in the middle of a bureaucratic situation in the Lexus corporate machine and the man who can make the decision is not available. You're expecting people to go beyond their authority because you're pissed off. They're not going to do it. All you are going to do is further alienate them.
My bet is they'll fix it if you wait until the person who can address the problem gets back to work. A little patience might be the best solution here.
08-04-01 | 09:53 PM
#11
Lexus Champion
Joined: Jul 2001
Posts: 1,729
Likes: 1
From: California
Post the dealership location name
Hey post the name and location of the dealership so anyone else who needs service or wants to buy a car does not give them any business. Hopefully a few customers will be put off in buying from them so it will cost them some money. Also send a letter to the national headquarters in Torrance. Here is the address:
The Lexus Customer Assistance Center
Monday - Friday, 6:00 a.m. - 5:00 p.m. PT
Phone: 1-800-255-3987 prompt #4
Fax: 1-310-468-2992
Address:
P.O. Box 2991 - Mail Drop L202
Torrance, CA 90509-2991
The Lexus Customer Assistance Center
Monday - Friday, 6:00 a.m. - 5:00 p.m. PT
Phone: 1-800-255-3987 prompt #4
Fax: 1-310-468-2992
Address:
P.O. Box 2991 - Mail Drop L202
Torrance, CA 90509-2991
08-05-01 | 06:11 AM
#12
Lexus Test Driver
Joined: Jun 2001
Posts: 1,423
Likes: 0
From: CA
Sounds like an exact story that happenned to a TL Member which had no ending either. It seems in that situation he was a young guy with mods to his car, so maybe the dealership did not trust him or didn't give him any respect, which is still uncalled for.
Any chance that this case could be age discrimination? Anything is possible these days. There are more nice people out there than mean people. And I would assume that since they already know you already, they would give you some slack.
Any chance that this case could be age discrimination? Anything is possible these days. There are more nice people out there than mean people. And I would assume that since they already know you already, they would give you some slack.
08-05-01 | 07:41 AM
#13
Lexus Test Driver
Joined: Feb 2001
Posts: 1,039
Likes: 0
From: Atlanta, GA
Originally posted by ceoart
They can't even give me a date when he will be back. Strange they run their customer service like a small company that has a limited staff but at the same time as a big company when it involves cutting through the Red Tape! The worst possible combination. :eek:
They can't even give me a date when he will be back. Strange they run their customer service like a small company that has a limited staff but at the same time as a big company when it involves cutting through the Red Tape! The worst possible combination. :eek:
08-05-01 | 12:20 PM
#14
Thread Starter
Pole Position
Joined: Mar 2001
Posts: 397
Likes: 0
From: Alabama
I did ask to speak to a Supervisor at Lexus customer service and one did call me back but said the same company line that I had to wait for the area rep to get back to work in 3 or 4 weeks if I want to get it replaced as before. Lexus apparently does not think it is important enough to address sooner. :eek: