dz302

Bought me new IS 2 Fridays ago. When I took delivery it had several small but very noticeable scratches on the very bottom of the front bumper. I pointed it out to the sales person and he was embarrased and immediately scheduled for me to bring it in the following Monday to have it touched up. Took it in Monday and they gave me a loaner. 4 hours later they called and said it's ready. I go to pick it up and the repair was terrible! The guy did the repair in a little area behind the shop (read OUTSIDE). First, it appeared he used white white paint instead of Starfire (pearl) and second, all the area he repaired had sanding marks and fisheyes!!! I point this out to the service guy and he pages the guy that did the repairs and amazingly, 20 minutes go by and no one can find him, yet he had been out back all morning doing touch ups. My sales person was on lunch break and he comes back and sees me there and asks how is the repair? I show him the work and he was furious. Next, he goes looking for the repair guy and can't find him. They ask the boss man if the guy is on his lunch and he says no, he already took his lunch.

Finally, the guy shows up and is pissed that I called him on his work. I think he thought since it was so low on the front end that I wouldn't look closely, guess again. When you buy a NEW car it should look new, especially a $38,000 new car!!

The sales person takes me in the office and sets up another appointment to bring the car back to be repaired correctly. This time, he says, they will be sending the car to the paint and body shop instead of this touch up guy. Thing is, the paint and body shop is not on premises because this dealer has no paint shop. So now my brand new car is somewhere and they say it will be 3 days minimum. HUH? So, without another option, I drove off in another loaner for at least 3 days.

So far, I have expressed my disappointment to the sales person and the service manager. IF I get the car back and the repair looks good everything will be ok. But if it still looks bad, or the car has any scratches or grease on the leather or anything like that then I will be talking to the owner, or whoever is in charge of the whole place.

This whole thing is surprising, in my opinion. I have been told the Lexus "experience" is second to none. I know things happen but first, these blemishes were not picked up on new vehicle delivery, and second, the repair was obviously not inspected either. Everyone who saw the repair at the dealership when I pointed it out was surprised, except the repair guy. He didn't have anything to say.

I'll let you all know how it looks and what happens when I pick it up later this week.

ChrISF

wouldn't a simpler solution would be to buy a front lip? haha i'm just messin around....

i had a similar problem with the clear cost coming off my front bumper...i had to get it painted 2 times over before i was satisfied...sometimes people just think they can half-*** a job and the owner won't notice. this bothers me. sorry to hear about your situation, but good luck with everything.

DaSyce

iTrader: (3)

You should have refused delivery and told them you want a car that was not involved in an accident. I've done this, i had to wait two days but i was happier that I did.

Phil888

iTrader: (1)

Damn that sucks!! dont take it back until they fix all the problems. Double check everything before you accept the car back. scratches are super annoying! GL

dz302

Sure, provided they pay for it!

dz302

The car hadn't been involved in an accident, just had some scratches on it. Ironic thing is, once he got done with it, it looked like it had sustained damage more than mere scratches.

Aside from the scratches it was perfect.

dz302

Agreed, I won't take it back unless it's right.

eric_r_ho

iTrader: (9)

They should have just given you another starfire pearl w/ the same package as yours and taken care of the original car under radar so the next customer would know nothiiiiiiiiing at all. Best solution, that's where the dealership screwed up.

kickin8

iTrader: (1)

just tell them to get you a new front bumper.....

juice14

man that pisses me off. my dealer had a hail storm couple weeks bofore i had the car, and i inspected every inch of paint in the whole car and there were 2 dins on the roof. i said "I am not paying until this is fixed" they got a din specialist and fixed it next day.
what pisses me off is that they should inspect every inch of the car. they probably do and just ignore it.

dz302

If it's not right that's what I'll be doing.

dz302

You would think that would be the case in this line of automobiles.

BTW, great looking IS you have there.

VikH

iTrader: (5)

Technically the car can be in an accident prior to delivery and the dealer does not have to tell you. As long as the repairs are below a certain percentage they can lie through their teeth. BS in my opinion.

oski83

I was told by a salemans at the dealer that Customer Satisfaction is a very high priority for them as we all know..so much that after a new car sales is complete, the buyer is sent a satisfactory form to rate the sales experience INCLUDING the vehicle inspection. If anything was pointed out in the inspection, and not corrected by the dealer/salesman, it could justify giving them a poor rating.
They take it so seriously at my local dealer that while I was there, they fired a salesman after only being there a few weeks because he got a report that very same day with an average of 80%!
If I was you, Id very politely suggest, that in the event the issue is not corrected to YOUR satisfaction, that you would return the form with a lower-than-avg. rating. Im sure he will address it then
Good Luck and let us know how it looks after you get her back

axis77

well i dont think that your going to get a exact match on painting parts like the xpackage front lip and wing, i had ordered this stuff about a week after i got my IS and to me it seems that they are not dead on the color of my car, i called the dealership on this and they stated that theres no way to get a exact match so then i called the paint shop that did the spraying and they explained the same thing...