I would call toyota lexus customer complains dept. though it's not a Lexus issue per say, but you can voice your issue, they will get back to you, and possibly hook you up with some sort of discount on future service or products. All dealerships are privately owned. another thing, you don't have much of a case. because you went ahead and fixed it else where with non toyota parts or a toyota certified mechanic, you would have still lost your days wages, but you could have requested a loaner vehicle, which dismisses your claim for lost wages.
so in short, you saved $$$ by going else where, but the dealership was never given the chance to give you a loaner car, or recognise that they made an error on their behalf, even if you have it in writing.
you'll probably get an apology and a free car wash.

 

You are right. I apologize to everyone who wasted their time reading the bickering. I have a hot temper and voicing my anger is the quickest way for me to cool down.

I will report the outcome tomorrow evening after I have a chance to talk to the dealer.

 

charley95 has it correct, incase you didn't know. service dept. is all about the parts and sales. call lexus dealships, and get a price for something not normal like a front wheel bearing. you'll see that prices are different within the dealerships, that's because they're individually owned.
my servI e writer swore up and down not to do my own brake job, because it's a technical vehicle, and that they're techs are specifically trained.
lol, cost me $113.00 out the door for front and rear pads because a relative of mine works for Toyota corp. and I get all parts at 10% over dealer cost.
so, $113.00 and 1 cotter pin, and one plate to acces the rotor, and 5 minutes to install the front pads.
but I get it, it's all commissions, and that's their income.
so be smarter than they are.
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I wouldn't even waste a minute's time talking with the dealer. It'll probably just be a frustrating event...

Look at it this way - you now have brand new brakes on the rear and you'll probably never have to change them again.

All the best to you...

 

Just curious, why did you go to the dealer for the oil change but decide to go to your own mechanic for brake work? Why not just get all your work done at your own mechanic?

I'm not sure I see the value in talking to the dealer for maintenance that you didn't pay them to do. They can offer to put your old pads back in I suppose? There are crooks everywhere, it's life... learn and move on...

 

I'm with the OP. i gave my last dealer a bad review to lexus corp. I expect top notch service every time i step foot in a dealership. Greeter didn't great me, they didn't put plastic down on my seats, etc.

lexus corp called me back and apologized and gave me a huge voucher for my troubles. I've spent over 100k in lexus vehicles in the last 4 years and i told them dealership experience is one of the reasons why i have a lexus, if not , i would go with a bmw/benz if i wanted the best performance and crappy service.

not everyone can agree with my mindset but i agree with OP to what he is saying.

 

Some service managers will flip people if they think they can just like most places. They have to hit their numbers. Just the way the world works. I would not take it as a slight to you personally. Just talk to the manager and let him/her know that you felt betrayed and have lost trust in their department. I bet they will try to make it up to you.

Just make sure you are civil and professional. When I was younger I was a hot head and actually got into a screaming match at the dealership once (so bad that the whole dealership including customers stopped to watch the show). Now that I am older, I have come to the understanding sugar gets you what you want much more than vinegar. It really works.

 

I've been a car fan for over 40 years and have been around dealers all my life. Approach the dealer in a calm manner and ask if there is anything they could do to help you out on this situation. Take whatever they may offer you if anything. If they don't please your needs, move on and try to forget about it. I can assure you that you will get nowhere with them if you approach them half cocked! There is not enough $$ in this case to pursue any legal action. This brake game has been going on forever with dealers, tire shops... Customers need to try and be as educated as possible about their product BEFORE having service done!

 

I just bought this car from an independent car dealer. I noticed they did a 10w-30 non-synthetic oil change when they got the car on the lot. I've noticed that most independent dealers just do the cheapest oil change, not what the car requires. And since the car is still under factory warranty for 13,000 miles or another year, I thought I would at least take my car to the dealer one time (this dealer had an online coupon for a $69.99 full synthetic oil change) and get a "courtesy inspection". I also got detailed service history of the car before I owned it.

Unfortunately I am one that can't easily shrug off crooks or injustice. It bothers me to the core. It's not about the money, it's about the principle. People say don't worry, he'll get whats coming to him. I don't believe in that. I believe that if I don't give somene what they have coming to them, someone else will fall victim.

 

To each their own, really. I encourage you to do what you think will bring you the highest level of peace & happiness. For many of us, we take a path of lower resistance, sometimes due to our own time-value. The amount of time required to seek restitution and make a meaningful impact on the dealership to prevent (alleged, not proven) fraudulent behavior is for you to value for yourself. I think the basis of bclexus' position is that you may not find it worth your time, especially given you are already upset about your lost time and its value, how much more do you want to pile on?

We obviously don't know the full facts, so let's give the dealership some benefit of the doubt and ask whether it was truly fraud or perhaps negligence or a mistake. I think it matters more or less depending on what you want to get out of it. If you want to preserve the possibility of building a positive relationship with them, give them the benefit of the doubt and pursue it quite calmly. Maybe they find a lazy tech, who gets fired, and you become a #1 customer. Maybe they find they need to improve training on how to measure pad thickness. Or maybe they're all in on it and run a shady business.

If you consider the bridge burnt and there's no return, go ahead and start filing your official complaints. They'll likely get you no financial retribution, but may bring you consolation or peace of mind.

Good luck!

 

I had this problem which I've already mentioned in other threads where my CPO GS's rear brakes were shot after I drove about 4k miles (bought the car with 40k miles and the rears were shot at 44k). The rotors were also so badly rusted and pitted that my mechanic told me it should have never passed New York State's inspection as he would have failed it on having rotors so rusted that only about 40% of the rear rotors were clean enough to make contact with my pads - a very dangerous and unsafe condition.

I spoke to the dealership about this and they offered me nothing. They gave me the run-around. I didn't really ask for much - I just asked them how this could have happened, mentioned my disappointment, the safety issue it could have been for me/my family, and if i could see the sign off from the lexus technician/CPO checklist (seeing as how i had a previous relationship with the salesmen through family recommendations and previously purchasing 2 cars from the same dealership with the same salesman).

They always dodged everything "we'll look into it, i was not involved, I need to find out...blah blah blah" They never got back to me on my concerns or the CPO checklist after 1 in person visit, 4 phone calls, voice mails and various emails to my salesman, the sales manager and the service manager. My last email, I sent them all pics of the rotors and mentioned that they would NEVER have my business going forward in any capacity (service/future purchases) because of the broken trust.

Nonetheless, I purchased akebono brakes and ATE rotors - very happy with them and had it done independently. So as others have mentioned, in my experience, I would say don't expect too much from the dealership as they always squirm their way out of these wear/tear type issues...in your case, very money hungry indeed!

 

Just want make sure.You said you have the old brake pads.There not worn uneven?Brake pads will get stuck in the holders and wear uneven especially the inner pads.They may have seen uneven wear and recommend brakes to you.If the pads are 7mm all around no uneven wear then you defiantly need to say something.More than likely the technician has said a vehicle needed brakes when it didn't before.The service manager has probably been replaced a few times since this dealership has been there.I would go right to the general manager or even the owner.The technician who inspected it gives the dealership a bad name.Making a bad name for the whole dealership may not represent everyone that works there.There is some con artist and criminals that work every where its a shame.But still the managements fault for letting it happen.I am sure its not the first time unless it was some one new who didn't know better.Still managements fault and they need to know about it.If someone can steal and get away with it the management won't care the person is making money for them.Ask in a polite way like some of the guys have said here with the old brake pads in your hand how this could be called 3mm and need replacing.Good luck.Would like to know the reason they give you and hope they go out of there way to earn your trust and business back again even if you don't want it.

 

As I know the service departments makes the huge profit from the customers and sometimes you not being the original first owner tried to sell you the brake service. I would contact Lexus corporate with the pictures and all and expect a discount voucher for next service specially since you didn't get it done and they can't do much about it. Last time I had gotten service done on my Bmw and the Bmw USA reimbursed me for being dealers fault for not giving me the correct info. Gud luck.

 

I just spoke with the Service Dept manager because the General Manager was unavailable. I explained the situation in a very calm manor and he was extremely apologetic. He said that isn't the way they do business, yada yada yada. The technician that had worked on my car was supposed to be one of their best. I told him that I am pretty jaded toward luxury dealers as this sort of incident I have experienced several times with luxury car dealers (BMW and MB). He said he would do whatever it takes to earn my trust back. I'm going to stop by the dealer next week with pads in hand and have a sit down with the General Manager and Service manager.

Thanks for all of the advice and feedback guys! I will report the final outcome next week.

 

The dealership where I purchased my car turned the front rotor and replaced the pads to get the car to LCertified status. The car had 20,569 miles.