ChitChat

I haven't been happy with the service I've been getting at my Lexus dealership and I'm deciding if it would be a good choice to take my car for service at a privately owned repair shop or say a Mavis, Goodyear, etc. I don't know if those types of shops are as qualified as Lexus certified repair shops and I don't want to run the risk of them doing anything other than top-quality work on my car which is a 2010 RX350. Do Lexus service guys really know more about the car than other mechanics would know? Is it that complex of a car to work on? Would I void anything on the warranty by getting service elsewhere?

I'm not saying I'm not happy with the actual service and repair work the deaership has done, I'm mostly not satisfied with their customer service reps, attitudes, not being accommodating with service appointments, loaner cars, etc. And their location isn't as close to home as other shops I can go to. So is it worth it for me to sacrifice getting my car serviced by the authorized Lexus service department because of their lack of customer service or does it really matter?

The first service I'm considering getting done elsewhere is an inspection. Can I really go wrong with getting that done elsewhere?

NYKnick101

Local service shops might be cheaper but for you it really depends on the type of service you are getting done. If its basic maintenance service like oil changes, brake pads, shocks or struts, I would recommend taking it to a local shop to save your self some money. About half the price of dealerships.

If its major service like recalls, major engine or transmission parts that need to get replaced, nothing beats the service of a good dealership shop because they use OEM parts on everything. and warranty the service. You can have local shops do that service but its more of a peace of mind kind of thing.

Most major service, I do my self since i have access to a shop but its really what you are capable of doing.

ggebhardt

Most forget that the cost of your service includes a rental while you vehicle is being worked on. If you take that out the Lexus service is not so expensive. I do agree that you can get things like brakes and oil changes done much cheaper.

My Lexus of Jackosnville dealer has given great service and no reason to complain . . .well yes I do have a complaint, they got rid of the Kureg coffee maker and pastries in the waiting room. Other than that I am very happy!

kitlz

ChitChat, have you considered a local Toyota dealership? Basically it's the same parts for less money. They can handle the routine maintenance but you have to go back to Lexus for anything warranty related. If you choose a privately owned shop, make sure you enter the service they do on the Lexus owners' website and save all receipts. I'd stay away from the chains.

hypervish

+1, especially the part about staying away from chains.

If you don't want to go to the Toyota dealer, than find a good independent shop.

corradoMR2

I always have recently been doing my routine maintenance at my local Toyota dealer. I was not happy with the chains and I avoid them now. In fact, without mentioning any names, they messed up my prior RXh's tranny pump.

https://www.clublexus.com/forums/hyb...p-failure.html

ChitChat

Thanks for your replies!

Just to clarify, I'm not looking to avoid Lexus because of their service prices. I knew what I was getting into when I purchased my first luxury car and I was willing to take good care of it at their prices. In no way am I a demanding person and I don't even like being spoiled and catered to in every day life. But when I purchased my car, the salesperson bragged and bragged about their service department and how it didn't compare to others because they offer free coffee, bagels, comfy couches and loaner cars. Well, when I had a Toyota I got the same damn coffee and bagels, which pretty much all dealerships have these days. What I was looking forward to was getting a loaner car because I hated sitting in the waiting room for hours at Toyota on my one day off from work. I thought I'd be dropping off my car and getting a loaner so I could go about my business without the inconvenience of waiting. But each and every time I request a loaner I'm given the most ridiculous excuses as to why I can't get one. It all begins with the rude receptionist when I call to make an appointment. She sounds like a young girl who could care less about her job and makes no attempt to be friendly and accommodating for my requests for a loaner. Then I get really annoyed at the continuous excuses and ask to speak to someone else. Then she speaks to someone and comes back with an offer that I would have to do this, that and that in order to get the loaner. I never knew all these rules would be involved!

As someone mentioned, people forget the cost of a loaner car is hidden in the service cost, so it's not actually free any way. But when I get these excuses, they're not reducing the service charge and others are getting loaners for the same price I'm paying without getting one. Here's some of the excuses why I couldn't get a loaner: they can't give me one on a Friday or Saturday (so I'm limited to Monday-Thursday, why?), I can't get one because the service has to be at least two hours (it took approximately 1 1/2 hours and I still had to take the day off from work or give up doing what I would rather do on a Saturday morning/afternoon regardless of how long it takes them), then I was told they didn't have any available, even though their website brags about their large fleet of loaners. What's up with all these excuses? Their sales department shouldn't be bragging about something that isn't available when you need it just to make a sale, because that does not lead to a repeat customer.

I've voiced my dissatisfaction when Lexus calls me for a follow-up rating on the service and I've filled out the online survey they send me after the service, but nothing ever changes.

There's only one other Lexus dealer within 25 miles of me and I believe they have the same owner. I'm just fed up and don't need the aggravation of going through this one more time. This is not what I expected from Lexus.

RX330inFL

ChitChat, I too came up against the whole "two hour" rule when it comes to loaner vehicles while my RX was in for service at both of the local Lexus dealerships in this area. Was even true when it was in for a recall item.

Initially I made a change over to a local Toyota dealership. Many of them these days have an Express Lube Service setup within their service bays. If you setup an appointment for the basic services such as oil changes and tire rotations you are guaranteed to get in and out in under an hour. Would take my lunch with me or would take advantage of their shuttle service to run me over to the local mall or even the country club depending the schedule. Other times I would just grab a sack lunch to bring with me and eat while I waited.

These days I have been using a local independent shop who is highly recommended. They are Toyota/Lexus specialists and really know what they are doing. Though, much of what has been done the last few years has been nothing but oil changes. I do the filters and basic items myself.

All you really need to go to Lexus for are the recall items.

corradoMR2

You did the right thing so hopefully this gets head office's attention. But note that the majority of Lexus dealers still hold true to treating you like royalty. It's too bad yours doesn't care. At my local dealer, they ALWAYs have asked me if I wanted a loaner car even for just an oil change and all staff is highly professional, even the young 20-year old female receptionists are always very polite and courteous.

kitlz

ChitChat, I wasn't trying to imply money was an issue for you. It's just that Toyota is the best place to receive the same quality parts and service. Plus you get to save a few bucks. Regarding the loaners, Lexus reserves them for customers getting major (2-3 hour) service done. That's been the norm for as long as I can remember. Your salesperson obviously misled you about that. And you know you can make your service appointment online and bypass the rude receptionist.

Now my SA is quick to offer a loaner even for minor stuff. But after driving 45 minutes the last thing I want to do is get into another vehicle. I'd rather relax in the waiting room or walk next door to the showroom. I've never been there for two hours. It's usually closer to an hour. Sure, half a day is shot but we're only talking about twice a year. I don't mind.

takeshi74

I don't recommend assuming anything based on brand. If you're going to use an independent then find a good independent. There are good ones that aren't affiliated with any such brands. Ask people in your area/region and use other resources for research/recommendations. The shop I use for non-warranty stuff is owned by a guy who was the lead diagnostic tech at a Lexus dealer. I wasn't actually looking for a Lexus shop when I found him. I was looking for a reputable shop for my Honda S2000 and he came highly recommended from a number of other S2000 owners in my area. He's not cheap. He's not fast. He doesn't have loaners. However, being able to trust him, his work and the information that he provides is worth much more to me.

I'd even say don't rely on brand for dealerships. We have multiple Lexus dealerships and there's one that I'll go to because they have a better service department and I found a service advisor there that I'm happy to deal with. My Honda went to the 5th closest dealership to my home for warranty work (not anymore as it is out of warranty) because they had a much better service department than the others. I know our new Porsche isn't going to go to one of our local dealerhips because they're terrible and I'm in the process of evaluating the other two.

That's your call to make. Worth is highly subjective regardless of topic.

All depends on the shop.

Always consider the source. A salesperson is there to sell. Don't rely on what a salesperson tells you. Do your own due diligence.

raylor4

Hi ChitChat,
I'm sorry you had that unhappy experience. Hopefully, you will find a service establishment that treats you properly. The staff you encountered obviously have not been to charm school. You write a nice paragraph, so I'm hoping you find an outfit that works for you. There's one out there.
Ray A.

CanadianRX

The loaner car is one of the main reasons I take my car to Lexus. I simply do not want to take a day off work to do any service. My dealership has given me a loaner for all my service appointments. It's great, I drop the car off after work and they give a loaner so after work the next day I pick up my car. They've done this for oil changes, winter tire swap/program tire sensor and other items. Try to indicate that you need to drop the car off the day before. Hopefully they will accommodate.

ChitChat

I always ask to do exactly what you do . . . drop my car off after work so I can have the loaner to drive to work on time the next morning and then pick up my car after work. But that's another problem for them. They always say I would have to drop it off by 5:00pm, even though they close at 6:00pm. Most people work until 5:00pm and need more than a few minutes to get there, so once again their rules are not too accommodating for the average customer's work schedule. If they would have all the paperwork ready and have the car pulled out of the parking space in their lot before I get there, I could be in and out in a few minutes. :

sdwtchlvr

iTrader: (1)

The service rep makes all the difference, get one you like and stick to that person.

I just had my first experience with the Lexus service department at a local dealership close to home. Dropped my RX off yesterday for the first oil change (comped) and I had the tires rotated for $40. I asked that my RX not be washed and that the front license plate frame not be changed (I had another Lexus dealership frame on it). I also asked that my tires be set to 31, where I like them. Got a loaner 2013 RX450h, sweet ride.

Picked my car up this morning. Car was washed, plate frame was switched (mine thrown away) and my tires were at 36psi. I was visibly disappointed. The service rep apologized profusely. It wasn't the end of the world and it wasn't his fault. I watched him write all of my instructions down. It was the guys in the shop that couldn't seem to follow directions.

He comped my rotation. I'll be back, I liked him and he was sincere in his apologies. Looking around at the other service reps, I think I got the better of the bunch.