Originally Posted by VAttorney

UPDATE: the folks at Lexus.com called me back after I called them and told them of my experience and how it failed to measure up to what I'd expected based on everything I'd read here (and elsewhere) about Lexus and their service. The woman that called me was the contact for the dealership that I'd had the less than successful interaction with. She told me she'd talked to the Service Manager and he was left thunderstruck, stunned and silent (but that would be the line regardless). She apologized profusely and said it was all a bit inexplicable since the services that seemed to be in issue (gas top off, car wash and loaner) were provided BY LEXUS for the recall so they wouldn't have cost the dealer a thing. She said that if a loaner wasn't available that there was a fund for a loaner for up to one day and $45 to pay for it if necessary. I told her I would be working with another dealership (she really worked to try to get me to give this dealer another chance.. I guess she realized it was a bit hopeless after I laughed so hard at the idea that I was nearly crying). I told her that I intended to use this opportunity to shop another dealership that I might consider using for the next Lexus I'd have... and that while it may seem a bit quick to judge on the basis of one or two phone calls... that I wasn't interested in dealing with a dealership whose idea of frugality was so short sighted... not to mention, if everything she said was true, I added, what would stop the dealer from failing to provide the loaner, car wash and/or top off but claim to Lexus that they had? I don't know how such things work...but based on what she said, I can't see why the dealership would work to avoid providing those amenities if they were going to be reimbursed by the manufacturer. In any case, I realize that there are other dealers that are much better out there and I think they are probably worth the drive. My biggest concern is how far away they would be when/if I was at the point that I had a Lexus with warranty!

Originally Posted by infinirx

I still have NOT received my letter yet