krismorr8

Cut your losses, and try another dealership - just not worth the grief to go there again, imagine if there was another issue! How frustrating to have to go through so many hoops - great idea calling corporate.

corradoMR2

You escalated to Lexus Corp, got the dealer to offer to fix the issues, and with this visibility, I don't see why you should not go back to the dealer wanting to replace the tire and allow them to pay for the dent. And as JT4 and jfelbab point out, perform your due diligence to record/sign off on the condition of the RX prior to leaving it with them. It protects the dealer something they will also appreciate it.

At the end of this (on the expectation of a smooth closure) send a thank you email to Lexus Corp and the dealer including the GM.

Cruiter

If this was done more often, there would be more Exceptional dealers. Everyone like to be recognized for a job well done.

User 41924

I mostly agree with CorradoMR2, but I wouldn't thank them for making me go to all the effort to force them to get it right. I would also find another dealer after they fix it, and I would tell them why when I picked it up.

Dealers (and everyone else) screw up sometimes. It's how they deal with it afterwards that counts, in my humble opinion. I had an issue with my IS getting damaged in their car wash a year or so ago. Although I was totally prepared for a major fight about it, they never even questioned how the scratch got there or whose fault it was. I mean literally! The very first thing he said after looking at it, was to ask if I wanted to take a loaner home then, or if it would be more convenient to come back and get one later. Although it took nearly a month to get it right, they did, and I was completely impressed with how they handled it. To me, that made all the difference, and is why I still go to the same dealer.

kitlz

Woody, I definitely agree with you about what happens after counts. It sounds like Tharr62 has moved past the anger but is unsure about how to go about getting the RX fixed, the ultimate goal here. The dealer's track record is somewhat abysmal. The tone is pretty clear. I wouldn't give them another opportunity to disappoint.

SteveCraig

I have always said & will continue to do so: "Service manager is the absolute best salesman/sales lady in the building."
All cars have issues/TSB/recalls etc.. How the Service Dept. treats you & handles the issue tells the tale on repeat business.

jfelbab

Any smart businessman recognizes a problem is an opportunity in disguise. How a business handles customer issues is directly responsible for how a business succeeds over the long term. Apple has this figured out pretty well as do most Lexus dealers as well. Treat customers as important to your success and you will indeed succeed.

corradoMR2

And this is what I'm getting at. Dealers are human and emotion sometimes also gets in the way no matter the profession - so a nice gesture from the client following their issue resolution in this escalated situation may change them for the better.