poydog

BEWARE of McGrath Lexus of Westmont Service in Chicago

This is a letter I sent to Lexus corporate, i'm so tired of dealing with this...

BEGIN LETTER
I have had a poor service experience with one of your Lexus dealers and I am disappointed with the Lexus quality of work.

It began with a windshield that was cracked by a rock. I brought in my car and insurance company claim to McGrath Lexus of Westmont. They agreed to replace my windshield with an OEM glass and everything was fine. There are 5 “incidents” that was related and occurred after the windshield replacement.

1) PLASTIC COVER WAS BENT - After receiving my car I noticed that the plastic cover underneath the windshield wipers (which was removed to install the new glass) was bent and at the edges and not flush with the windshield. They had bent the plastic housing and put the old “bent” cover back on my car. I called Lexus and they agreed to replace it free of charge. I felt that was reasonable, however my patience was about to wear thin.

2) INCORRECTLY TOLD ME TO COME TO DEALER - I called Lexus to bring in my car on a Saturday to assure my car would be fixed and have the bent plastic cover replaced. They had the part ready for me and it was already at the dealer. I came in and the service advisor said they could not do it that day since the windshield technicians were not available. Thus, I wasted a trip, my time, and gas driving to this dealer because someone incorrectly told me it was fine to come. After speaking with the manager, they agreed to send a driver and loaner to pick up my car and replace the part, which they did. They also gave me a free wax however some spots were still dirty when I received the car.

3) LEFT WINDSHIELD MOLDING IMPROPERLY INSTALLED - After getting the car back, I noticed some wind noise and a clicking sound. After inspecting the left car molding I saw the bottom clips were not snapped into the windshield and was flapping in the wind and making noise. I called Lexus again and they agreed to fix it.

4) LEFT WINDSHIELD MOLDING IMPROPERLY INSTALLED AGAIN – I decided to pick up the car myself since I wanted to make sure it was fixed. Unfortunately they fixed it but the same piece was improperly fitted again and NOT SNAPPED IN, and it was the same piece! This was incompetent job by the dealer who DID NOT CHECK THEIR WORK. Again, I was unable to have it fixed that day and they told me I would have to wait till Monday, it ended up to be Tuesday when they finally delivered the car. They promised me a free detailing for my trouble and I agreed.

5) CAR WASN’T DETAILED – For all my troubles and multiple visits and inconvenience I would expect the dealer to makes sure to fully detail my car. I understand that a detail includes a Buff and Wax which was not done and there are spots still on my car. A shampoo and vacuuming of the carpet in my car was NOT DONE! There is hair still on the carpet in my car and black pieces of rubber visible! My leather and dashboard, wood all had fingerprints and DUST on it. The only thing they detailed were my wheels which were visibly clean and shiny. I can only imagine that they felt my detailing wasn’t worth the time and effort!

As you can see my ordeal has been nothing but trouble. While the dealer has promised me several free things, none have them has been done properly in addition to the poor work of the repairs. If the dealer had checked their work the 2nd or 3rd time I would not be in this position. I do not feel that approaching the manager again will make any difference especially since what was promised is not even done properly. I love my Lexus but I expected much better service from the largest dealer in the Chicago area. They own two dealerships in the area.

My service advisor was decent. He was very kind and accommodating but the technicians quality of work was very bad and this should not be how Lexus operates.
END OF LETTER

What can I do? They basically tell me they will do stuff and act nice but still don't get things done!

VikH

iTrader: (5)

Most dealers suck. Sometimes you can find a good one, but at some point they will let you down and screw up. You were treated poorly and are entitled to more than just a detail. Lexus corporate should fix this problem. They have a very good hold on their dealers compared to other manufacturers.

I would try calling Lexus customer service and talking to someone. This would speed up things since the letter has to go through processing.

If nothing gets done post up in the Chicago section and some members with connections at McGrath might be able to help you.

poydog

Thanks for the advice, I really am forgiving of one or two mistakes but it seems ridiculous to have so many problems of the same nature! The problem is, we try to go to the closest dealers. sigh...

slee18

iTrader: (1)

You might want to talk to management about this. Dont assume that the service writer communicated it too them.

Evil Teo

iTrader: (13)

poydog ur not the first, and ur not alone. i have been a victim myself and now i don't really go to the dealership. there are some good ones out there but like u said everyone always go with the nearest one. i will however give them a chance to correct themselves when i do visit for parts but other then that. not goin back for service.

codex57

I'm wondering if an executive e-mail bomb (see consumerist.com) would be of help.

15951

Constructive criticism:

If you haven't sent the letter already, consider the following changes:

1. Simplify your letter. State the problem, tell them how many visits you've been through to resolve it, and tell them what you want them to do to satisfy your concerns.

2. Watch your tone. I know you're upset, but you're going to get better results if you aren't unreasonable. Complaining about the quality of a free detail is a little unreasonable, as is expecting carpet shampoo after a windshield replacement unless they visibly stained your carpet.

I hope you're able to get your concerns resolved. Good luck.

Zanorath

While I understand your pain in having to make multiple trips. I feel the focus should be on what went wrong and why you went in. It seems you're pretty focused on not getting freebies out of the whole thing. I'm pretty sure every dealership gives you a 'free wash' for taking it to them for anything, but to be quite honest, unless you're incapable of washing the car yourself its a waste of time, the wash isn't great, and auto-washes run too high of a risk of scratching your car for my taste. As for a free detailing... I've never heard of that, they wash, and vacuum, thats about it. Unless you were promised otherwise I wouldn't expect more than them to simply fix the problem and expect you to be happy. The reason is, not everyone throws a fit when they have to take their car in, why offer a whole bunch of free stuff if 75% of the population is happy in the end result.

That being said, it seems like their QA isn't the greatest, thats where you come in, check their work, and don't accept anything less than what you feel Lexus quality should be.

SolaraToIS

Sounds to me like the manager was trying to help you.
Dude, you need to lighten up.
You expect Lexus to kiss your *** for a $277 15K service appointment.
Calmness and respect from you will get the same in return.
Sorry, your story was far from worse.

19psi

when it comes to glass replacement, just to let you know, lexus technicians do NOT replace windshield or rear window glass. outside glass contractors are hired to do this. this is becuase technicians aren't trained to do windshield or rear window glass replacement becuase of the very specific tools and trainign required. it's cheaprer and easier to have outside glass specialists do the job.

VikH

iTrader: (5)

Did you ever think that they didn't charge you because of your trouble? Yes, it was an inconvenience, but you didn't request a loaner when scheduling the service. The only screw up I saw was them giving you the wrong car and a wait. To make up for it, you didn't have to pay for anything!

passnu2

iTrader: (33)

This is very true! and the OP is upset with outside vendors that the dealer has no control over. They did you a favor so you didn't have to go search around and probably gave you a loner You call this bad service

I know the owners of this dealer along with most of the employees and this is NOT how they run their dealers.

PM me and I can put you in DIRECT contact with the owner. I would be careful of what you are saying and posting so it doesn't come back to bite you in your ***.

But its up to you

Mike

sirkfc

To the OP. You should really prioritize your email and get to the point. If the windshield hasn't been fixed to your satisfaction, just focus on that. Let the wax spots go... It doesn't really "build a case' of incompetence. It just makes it obvious that you are scrounging for some freebie as compensation instead of truly demanding that the job be done right and well in the present and future.

ISF_GG

iTrader: (2)

If this had happened to me I probably would have jumped in one of those cars and rode back to the dealership to pick up the car in person. I'm not saying this justifies anything that happened, it just would have ended the whole thing a lot sooner.