Lexus of Concord Dealer Experience
02-24-09, 12:13 AM
#16
Businesses provide a "Customer Feedback" box or e-mail follow up for this very reason.
02-24-09, 12:17 AM
#17
That's a reactive versus a proactive approach. It's faster and more effective to help the dealer out with pinpointing where the problem is versus waiting for the problem to persist and worsen, at the sacrifice of both the dealers business and dis-satisfied customers.
Businesses provide a "Customer Feedback" box or e-mail follow up for this very reason.
Businesses provide a "Customer Feedback" box or e-mail follow up for this very reason.
ok, just one data point, haha
02-24-09, 01:09 AM
#18
I would expect a phone call or e-mail of concern, not an insult. I guess it depends on who is reading the box. It should be done by an independent or autonomous entity, like a customer advocacy organization.
As for data points, the more points the better.
Henry = +1
Last edited by RMMGS4; 02-24-09 at 01:39 AM.
02-24-09, 02:09 AM
#19
I've had good and bad experiences at Lexus of Pleasanton. I bought my car there.
I scheduled an oil change at Lexus of Concord, but had my dad bring it over there since I couldn't drive it at the time. So I can't comment on their service, yet.
To the OP:
Why are you having them wash your car? I don't let the dealer wash my car, and some people on here are afraid to have the dealer wash their car. Just something to think about.
I scheduled an oil change at Lexus of Concord, but had my dad bring it over there since I couldn't drive it at the time. So I can't comment on their service, yet.
To the OP:
Why are you having them wash your car? I don't let the dealer wash my car, and some people on here are afraid to have the dealer wash their car. Just something to think about.
02-24-09, 09:11 AM
#20
I totally agree with Glen - very well stated. What's important to remember when reading "feedback" threads is a statistic I learned many years ago when managing restaurants:
When some has a good experience somewhere - be it a restaurant, a bank, or a car dealership, that person tells an average of 3 people. When some has a bad experience, they tell an average of 9 people.
As Glen mentioned, there are bad apples everywhere, but don't assume the tree is bad, and remember the statistic I just mentioned. In the end, it's always best to take a step back and remain level-headed in reading and/or posting in these types of threads.
Javier
When some has a good experience somewhere - be it a restaurant, a bank, or a car dealership, that person tells an average of 3 people. When some has a bad experience, they tell an average of 9 people.
As Glen mentioned, there are bad apples everywhere, but don't assume the tree is bad, and remember the statistic I just mentioned. In the end, it's always best to take a step back and remain level-headed in reading and/or posting in these types of threads.
Javier
02-24-09, 09:59 AM
#21
That's REALLY bad if you provide feedback and you get insulted.
I would expect a phone call or e-mail of concern, not an insult. I guess it depends on who is reading the box. It should be done by an independent or autonomous entity, like a customer advocacy organization.
As for data points, the more points the better.
Henry = +1
I would expect a phone call or e-mail of concern, not an insult. I guess it depends on who is reading the box. It should be done by an independent or autonomous entity, like a customer advocacy organization.
As for data points, the more points the better.
Henry = +1
02-24-09, 10:42 AM
#22
Lexus Connoisseur
Word of mouth recommendations and experiences are very strong. Sadly, there are businesses out there that continue to stay in business despite the poor experiences people have had.
02-24-09, 10:58 AM
#23
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Unfortunately this isn't a case of just one person having a bad experience at telling people. When I lived in NorCal this was the closest dealership to me so initially I took my car here because they really were good....back in the day.
I had to bring my car here for issues about 2 years ago. Not only did I have to bring the car back multiple times because their tech's could not diagnose the problem for whatever reason, I got the car back with a cracked windshield and paint on my car. They told me that they couldn't do anything since they could not replicate the problem which is understandable. It would have been more believable if the car displayed the same problem upon start up at the dealership TWICE. The service advisers and the dealerships inability to own up to their mistakes was what put me off from this dealer. I had contacted them about the cracked windshield and the building paint on the car and they tried to blame it on me. Their sales department is also extremely rude and unprofessional. I would avoid Concord at all costs and would LOVE to see this recession shut the dealer down.
I had to bring my car here for issues about 2 years ago. Not only did I have to bring the car back multiple times because their tech's could not diagnose the problem for whatever reason, I got the car back with a cracked windshield and paint on my car. They told me that they couldn't do anything since they could not replicate the problem which is understandable. It would have been more believable if the car displayed the same problem upon start up at the dealership TWICE. The service advisers and the dealerships inability to own up to their mistakes was what put me off from this dealer. I had contacted them about the cracked windshield and the building paint on the car and they tried to blame it on me. Their sales department is also extremely rude and unprofessional. I would avoid Concord at all costs and would LOVE to see this recession shut the dealer down.
02-25-09, 09:47 AM
#26
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While I agree that one person is just a statistic, I also feel that the overall response confirms my disappointment with Lexus overall.
The dealership is a Lexus elite dealer. Even without this designation, Lexus is supposed to deliver an exceptional experience.
Yet there has been no positive review of this dealer, and in fact only several negative comments.
If I were the unlucky statistic, and this dealer were in fact living up to the promised elite standards, there surely should have been some defenders of them by now.
I am also beginning to suspect flaws in the whole customer satisfaction statistics collection process. I've never been asked formally about my satisfaction with the dealers I've had contact with, yet I have fed back when there has been an issue.
The dealership is a Lexus elite dealer. Even without this designation, Lexus is supposed to deliver an exceptional experience.
Yet there has been no positive review of this dealer, and in fact only several negative comments.
If I were the unlucky statistic, and this dealer were in fact living up to the promised elite standards, there surely should have been some defenders of them by now.
I am also beginning to suspect flaws in the whole customer satisfaction statistics collection process. I've never been asked formally about my satisfaction with the dealers I've had contact with, yet I have fed back when there has been an issue.
02-25-09, 05:33 PM
#28
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I will chip in that in my experience, the service dept. at Magnussen's in Fremont has done me no wrong... other than giving me a Camry one time as a loaner. 
Since I bought my car (at another dealership) I started taking it to Magnussen's Lexus just because it is closer to my home. I've had regular oil changes done there, the brake pad TSIB, and warranty repair on seat and side mirror motor. They even found an oil leak while doing an oil change and set up a separate appointment with me to get that fixed under warranty. They have a really nice customer lounge if you wait for your car during minor service.
After each service they always leave a survey card in my car which I ignore, but they generally also call me afterwards to ask me how the service was so they definitely seek and get my feedback.
My wife's also taken the Lexus to the Stevens Creek Lexus service center (by SJO) once, and she said everything was really nice and they had a nice lounge as well. I don't go there often just because it's too far away and Magnussen's is much closer.
Since I bought my car (at another dealership) I started taking it to Magnussen's Lexus just because it is closer to my home. I've had regular oil changes done there, the brake pad TSIB, and warranty repair on seat and side mirror motor. They even found an oil leak while doing an oil change and set up a separate appointment with me to get that fixed under warranty. They have a really nice customer lounge if you wait for your car during minor service.
After each service they always leave a survey card in my car which I ignore, but they generally also call me afterwards to ask me how the service was so they definitely seek and get my feedback.
My wife's also taken the Lexus to the Stevens Creek Lexus service center (by SJO) once, and she said everything was really nice and they had a nice lounge as well. I don't go there often just because it's too far away and Magnussen's is much closer.
03-16-09, 09:57 PM
#29
It pains me to say this, but I have been going to this dealer for several years. It used to be amazing and the service was top notch. However, it seems that things have changed there. I've done my home work on this one and have changed dealerships as a result. I remember the amazing Mr. Champion. He was by far the best guy there. He did everything and then far above and beyond. There are still good sales people there. Rich Hunter and Jeff Lao are great. I'm not certain what happened with management, but the head manager was very rude when I had an issue with my 2001 IS300 back in the day. I'll save the drama... but it wasn't very Lexus like. I've since started going to Pleasanton.
03-18-09, 04:26 PM
#30
i go to the concord dealership frequently, usually just for parts. Their service seems acceptable to me, not great, but also not bad either. I had my timing belt and water pump done there recently. The parts guy refuses to give out part numbers for my future reference like its some highly secretive info, wtf?