Need Help and Have a Complaint
04-09-05, 07:56 PM
#1
Moderator
Thread Starter
Need Help and Have a Complaint
Here's my story:
I drove my car to Crown Lexus in Onario, CA. and dropped off my 1996 ES 300 this morning at 9:30AM. I request a loaner. It was a 2004 ES 330. The loaner had about 13K miles on it. It was a very nice loaner. I took in my car for a radiator flush which cost $139. The service guy told me that he would call me once my car is finished and ready for me to pick. The service guy named Jeff calls me at 12:40PM and said that my car would be ready and washed within the hour. I said that I would be there around 2PM. I arrive at the dealer at 1:50PM, paid for my service and waited. I waited and I waited. I waited some more. There was this customer who pulled in a black GX 470 and the service guy Jeff took care of him. They took his GX to the back and about thirty minutes later they bring back his GX and away he goes and I'm thinking I dropped off my car this morning at 9:30 AM and I came to pick it up at around 2PM, paid for it and I'm still waiting for my car. I was like WTF! I waited for one hour and fifteen minutes! Finally I walked to Jeff's office and politely asked is my car still being worked on. He said that they're washing it right now. I apologetically said, please don't call me and tell me that my car would be ready and washed within the hour and when I get here, pay for my service and still wait for over an hour to get my car. That's why I requested the loaner. He apologized and just sat there. Then I pointed out the customer with the black GX and he said that the customer didn't need a wash. I was like what can I do to expedite getting my car back to me. Obviously he wasn't going to do anything. I said can I wash my car and he said go right ahead. I was very pissed off. I requested the service manager's number and I stormed out of his office and went to the back. I washed my car! There were guys there helping me but what I don't understand was Jeff should have called me after the car was washed and not made me wait for over an hour and fifteen minutes. I don't think I will be going back to Crown Lexus again. I just needed to vent.
Enough of the service comlaint. Again when I took my car in this morning to Crown Lexus. I asked if I could replace the light on my display that shows the time and temperature since it's burnt out. Jeff the service guy calls to see how much. It was like $800 for a new one and $600 for a refurbished one. At that moment I was thinking of Clublexus.com. Jeff recommended ebay motors to find an LCD(Liquid Crystal Display) for much cheaper. So I want to ask your guys' help on finding an LCD for my 1996 ES 300. I can't stand when it's night and I can't see the time, temperature or the air conditioner level. Thanks again in advance.
I drove my car to Crown Lexus in Onario, CA. and dropped off my 1996 ES 300 this morning at 9:30AM. I request a loaner. It was a 2004 ES 330. The loaner had about 13K miles on it. It was a very nice loaner. I took in my car for a radiator flush which cost $139. The service guy told me that he would call me once my car is finished and ready for me to pick. The service guy named Jeff calls me at 12:40PM and said that my car would be ready and washed within the hour. I said that I would be there around 2PM. I arrive at the dealer at 1:50PM, paid for my service and waited. I waited and I waited. I waited some more. There was this customer who pulled in a black GX 470 and the service guy Jeff took care of him. They took his GX to the back and about thirty minutes later they bring back his GX and away he goes and I'm thinking I dropped off my car this morning at 9:30 AM and I came to pick it up at around 2PM, paid for it and I'm still waiting for my car. I was like WTF! I waited for one hour and fifteen minutes! Finally I walked to Jeff's office and politely asked is my car still being worked on. He said that they're washing it right now. I apologetically said, please don't call me and tell me that my car would be ready and washed within the hour and when I get here, pay for my service and still wait for over an hour to get my car. That's why I requested the loaner. He apologized and just sat there. Then I pointed out the customer with the black GX and he said that the customer didn't need a wash. I was like what can I do to expedite getting my car back to me. Obviously he wasn't going to do anything. I said can I wash my car and he said go right ahead. I was very pissed off. I requested the service manager's number and I stormed out of his office and went to the back. I washed my car! There were guys there helping me but what I don't understand was Jeff should have called me after the car was washed and not made me wait for over an hour and fifteen minutes. I don't think I will be going back to Crown Lexus again. I just needed to vent.
Enough of the service comlaint. Again when I took my car in this morning to Crown Lexus. I asked if I could replace the light on my display that shows the time and temperature since it's burnt out. Jeff the service guy calls to see how much. It was like $800 for a new one and $600 for a refurbished one. At that moment I was thinking of Clublexus.com. Jeff recommended ebay motors to find an LCD(Liquid Crystal Display) for much cheaper. So I want to ask your guys' help on finding an LCD for my 1996 ES 300. I can't stand when it's night and I can't see the time, temperature or the air conditioner level. Thanks again in advance.
Last edited by Trexus; 04-11-05 at 04:29 PM.
04-09-05, 08:08 PM
#2
Originally Posted by Trexus
Here's my story:
I drove my car to Crown Lexus in Onario, CA. and dropped my 1996 ES 300 this morning at 9:30AM. I request a loaner. It was a 2004 ES 330. The loaner had about 13K miles on it. It was a very nice loaner. I took in my car for a radiator flush which cost $139. The service guy told me that he would call me once my car is finished and ready for me to pick. The service guy named Jeff calls me at 12:40PM and said that my car would be ready and washed within the hour. I said that I would be there around 2PM. I arrive at the dealer at 1:50PM, paid for my service and waited. I waited and I waited. I waited some more. There was this customer who pulled in a black GX 470 and the service guy Jeff took care of him. They took his GX to the back and about thirty minutes later they bring back his GX and away he goes and I'm thinking I dropped off my car this morning at 9:30 AM and I came to pick it up at around 2PM, paid for it and I'm still waiting for my car. I was like WTF! I waited for one hour and fifteen minutes! Finally I walked to Jeff's office and politely asked is my car still being worked on. He said that they're washing it right now. I apologetically said, please don't call me and tell me that my car would be ready and washed within the hour and when I get here, pay for my service and still wait for over an hour to get my car. That's why I requested the loaner. He apologized and just sat there. Then I pointed out the customer with the black GX and he said that the customer didn't need a wash. I was like what can I do to expedite getting my car back to me. Obviously he wasn't going to do anything. I said can I wash my car and he said go right ahead. I was very pissed off. I requested the service manager's number and I stormed out of his office and went to the back. I washed my car! There were guys there helping me but what I don't understand was Jeff should have called me after the car was washed and not made me wait for over an hour and fifteen minutes. I don't think I will be going back to Crown Lexus again. I just needed to vent.
Enough of the service comlaint. Again when I took my car in this morning to Crown Lexus. I asked if I could replace the light on my display that shows the time and temperature since it's burnt out. Jeff the service guy calls to see how much. It was like $800 for a new one and $600 for a refurbished one. At that moment I was thinking of Clublexus.com. Jeff recommended ebay motors to find an LCD(Liquid Crystal Display) for much cheaper. So I want to ask your guys' help on finding an LCD for my 1996 ES 300. I can't stand when it's night and I can't see the time, temperature or the air conditioner level. Thanks again in advance.
I drove my car to Crown Lexus in Onario, CA. and dropped my 1996 ES 300 this morning at 9:30AM. I request a loaner. It was a 2004 ES 330. The loaner had about 13K miles on it. It was a very nice loaner. I took in my car for a radiator flush which cost $139. The service guy told me that he would call me once my car is finished and ready for me to pick. The service guy named Jeff calls me at 12:40PM and said that my car would be ready and washed within the hour. I said that I would be there around 2PM. I arrive at the dealer at 1:50PM, paid for my service and waited. I waited and I waited. I waited some more. There was this customer who pulled in a black GX 470 and the service guy Jeff took care of him. They took his GX to the back and about thirty minutes later they bring back his GX and away he goes and I'm thinking I dropped off my car this morning at 9:30 AM and I came to pick it up at around 2PM, paid for it and I'm still waiting for my car. I was like WTF! I waited for one hour and fifteen minutes! Finally I walked to Jeff's office and politely asked is my car still being worked on. He said that they're washing it right now. I apologetically said, please don't call me and tell me that my car would be ready and washed within the hour and when I get here, pay for my service and still wait for over an hour to get my car. That's why I requested the loaner. He apologized and just sat there. Then I pointed out the customer with the black GX and he said that the customer didn't need a wash. I was like what can I do to expedite getting my car back to me. Obviously he wasn't going to do anything. I said can I wash my car and he said go right ahead. I was very pissed off. I requested the service manager's number and I stormed out of his office and went to the back. I washed my car! There were guys there helping me but what I don't understand was Jeff should have called me after the car was washed and not made me wait for over an hour and fifteen minutes. I don't think I will be going back to Crown Lexus again. I just needed to vent.
Enough of the service comlaint. Again when I took my car in this morning to Crown Lexus. I asked if I could replace the light on my display that shows the time and temperature since it's burnt out. Jeff the service guy calls to see how much. It was like $800 for a new one and $600 for a refurbished one. At that moment I was thinking of Clublexus.com. Jeff recommended ebay motors to find an LCD(Liquid Crystal Display) for much cheaper. So I want to ask your guys' help on finding an LCD for my 1996 ES 300. I can't stand when it's night and I can't see the time, temperature or the air conditioner level. Thanks again in advance.
for the complain.. you should go and spit in his freaking eye and tell him if his wife wasn't so ugly you would of bone her.. hehe... serously. just don't go back there..
anyways.. about your LCD light .. you can just replaces the LCD glass. it'll be around 250bucks or something like that... here's a site that one of our members created.. http://www.lexls.com/tuneup.html
if it helps you... please donate to the site.... it cost, to help..
04-11-05, 08:16 AM
#5
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sometimes it takes awhile longer than they say, I don;t think they didn't anyhting wrong. Your service advisor doesn't do the work, he just set everythinhg up. The gx didn;t get a car wash and you didn;t verify what the gx had done, it could have been just a check engine light or something easy to fix. I like for them to take their time on my car so I know there not trying to get me in and out as fast as possible and not look over anything.
04-11-05, 08:20 AM
#6
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I know time is money but they gave you a loner(which a rental car runs around 30 a day) minus that from your service bill and the waiting areas usually are nice(free starbucks drinks, food, fruit, and internet access.
04-11-05, 08:37 AM
#7
Im sorry, but if they called and gave you an eta they should have either:
1.) had it done when they said
2.) called or come out and told you why it took longer than they thought.
i work in sales/ customer service and what they did was called abandoning the customer. That never builds consumer confidence and it definately doesnt increase the perception of your store, or in this case the dealership.
1.) had it done when they said
2.) called or come out and told you why it took longer than they thought.
i work in sales/ customer service and what they did was called abandoning the customer. That never builds consumer confidence and it definately doesnt increase the perception of your store, or in this case the dealership.
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04-11-05, 08:57 AM
#8
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Originally Posted by 3rdelement
Im sorry, but if they called and gave you an eta they should have either:
1.) had it done when they said
2.) called or come out and told you why it took longer than they thought.
i work in sales/ customer service and what they did was called abandoning the customer. That never builds consumer confidence and it definately doesnt increase the perception of your store, or in this case the dealership.
1.) had it done when they said
2.) called or come out and told you why it took longer than they thought.
i work in sales/ customer service and what they did was called abandoning the customer. That never builds consumer confidence and it definately doesnt increase the perception of your store, or in this case the dealership.
04-11-05, 09:07 AM
#9
yup in sales and CS it is. Especially at a lexus dealership. That is the reason lexus does so well. Ive never had a problem that someone at the dealership wouldnt help me with. Thats the reason my mom just bought one and my sister is looking at models right now.
04-11-05, 11:31 AM
#10
Lexus Connoisseur
I would never buy a car at the mentioned dealership or even service my vehicle there. My car only sees Longo and Luxury Motorworks for services despite the fact I live 45 miles from both.
04-11-05, 01:20 PM
#13
Moderator
Thread Starter
I think it was way too long that I waited once I paid for my service. Again I waited for one hour and fifteen minutes. I think I gave them plenty of time which Jeff the service person had stated that my car would be ready and washed within the hour after he called me at 12:40PM.
Going back to the display part that I need. I went to irontoad.com and the part I need is:
a/c control display 55902-33050---$616.75
Is this too much or can I just get the parts and not the whole display? Thanks again in advance.
Going back to the display part that I need. I went to irontoad.com and the part I need is:
a/c control display 55902-33050---$616.75
Is this too much or can I just get the parts and not the whole display? Thanks again in advance.
04-11-05, 02:01 PM
#14
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Originally Posted by Trexus
Going back to the display part that I need. I went to irontoad.com and the part I need is:
a/c control display 55902-33050---$616.75
Is this too much or can I just get the parts and not the whole display? Thanks again in advance.
04-11-05, 02:50 PM
#15
well, I always go to the dealer after the time they say my car will be ready.
I am sure these places have a ton of things to do and often get delayed.
One thing I wanted to add was that everytime I take my car into Crown, they are not the best representation of what a Lexus Service center should be. I always feel like they are trying to make money off of me. The only reason I go is because they always can schedule me in and get me a loaner car.
I am sure these places have a ton of things to do and often get delayed.
One thing I wanted to add was that everytime I take my car into Crown, they are not the best representation of what a Lexus Service center should be. I always feel like they are trying to make money off of me. The only reason I go is because they always can schedule me in and get me a loaner car.