Lexus dealer in Westminster CA scratched 3 of my wheels during tire rotation
07-22-16, 11:09 PM
#1
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Lexus dealer in Westminster CA scratched 3 of my wheels during tire rotation
Please inspect your car before leaving Lexus dealer after service based on what has happened to me. I love my new Lexus car so far but not with local Lexus dealer quality in Orange county CA, they did a damage to Lexus reputation "Pursuit of Perfection".
5000 miles service was perfect. My wheels were free from scratch after tire rotation.
10000 miles service was bad and my last visit at this location unless I have warranty service.
Three of my wheels got bad large deep scratch, and even chip at the holes & edge to insert nuts. Obviously, they did not use right tool which were either short socket or long socket without protective plastic.
It took me 4 phone calls before service manager was available to talk to me on the phone.
Once I brought the car in, I believe I met service director and he agreed to have wheel specialist to fix them next week. The thing bothers and makes me unhappy still is his 2 additional comments.
1. The scratches are expected to happen during tire rotation sometimes. I wonder if any customer would let his dealer to touch their cars if he says that to them. His team did not do a good job which damage Lexus reputation and he should find way to improve and fix it.
2. He suggested that he will refuse to do any service relating to the wheels for me in the future. I wonder he is afraid that the wheel fix would not last or am I such a picky customer in which is he afraid to deal with. Well, his dealer already lost my trust and I would not let any dealer touch my car unless it is free service or warranty service since my best friend happens to be the best mechanic.
5000 miles service was perfect. My wheels were free from scratch after tire rotation.
10000 miles service was bad and my last visit at this location unless I have warranty service.
Three of my wheels got bad large deep scratch, and even chip at the holes & edge to insert nuts. Obviously, they did not use right tool which were either short socket or long socket without protective plastic.
It took me 4 phone calls before service manager was available to talk to me on the phone.
Once I brought the car in, I believe I met service director and he agreed to have wheel specialist to fix them next week. The thing bothers and makes me unhappy still is his 2 additional comments.
1. The scratches are expected to happen during tire rotation sometimes. I wonder if any customer would let his dealer to touch their cars if he says that to them. His team did not do a good job which damage Lexus reputation and he should find way to improve and fix it.
2. He suggested that he will refuse to do any service relating to the wheels for me in the future. I wonder he is afraid that the wheel fix would not last or am I such a picky customer in which is he afraid to deal with. Well, his dealer already lost my trust and I would not let any dealer touch my car unless it is free service or warranty service since my best friend happens to be the best mechanic.
07-22-16, 11:22 PM
#2
Lead Lap
What a **** poor job and answer from the service manager. I had the dealership swap out rims, neither set had a single scratch or chip. Even the techs at National Tire & Battery changed my tires and did so without any damage to the wheels. I think you need to speak with Lexus Corporate about the service managers comments. if they treat all their clients this way corporate needs to step in.
07-22-16, 11:36 PM
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What a **** poor job and answer from the service manager. I had the dealership swap out rims, neither set had a single scratch or chip. Even the techs at National Tire & Battery changed my tires and did so without any damage to the wheels. I think you need to speak with Lexus Corporate about the service managers comments. if they treat all their clients this way corporate needs to step in.
07-23-16, 12:00 AM
#4
Instructor
My local dealership curbed my rim, after they sublet the refinish of my wheel, the damaged wheel is now "thicker" and "darker" than the other 3....
...think of it as having a panel repainted on your car, but now the panel is much darker than the rest of your car...
...wishing you all the best!
...think of it as having a panel repainted on your car, but now the panel is much darker than the rest of your car...
...wishing you all the best!
07-23-16, 12:34 AM
#5
Who was your service rep? I take my modded ISF there all the time.. Try talking to Pete Pham and see if he can do anything.. Very helpful service advisor.
-Josh
-Josh
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Your #1 Dealer for Aftermarket Performance Products
Orange County, CA
Email: info@merakiautoworks.com
Text/Call: 213 394 2886
Website: www.MerakiAutoworks.com
Your #1 Dealer for Aftermarket Performance Products
Orange County, CA
Email: info@merakiautoworks.com
Text/Call: 213 394 2886
Website: www.MerakiAutoworks.com
07-23-16, 12:36 AM
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Please inspect your car before leaving Lexus dealer after service based on what has happened to me. I love my new Lexus car so far but not with local Lexus dealer quality in Orange county CA, they did a damage to Lexus reputation "Pursuit of Perfection".
5000 miles service was perfect. My wheels were free from scratch after tire rotation.
10000 miles service was bad and my last visit at this location unless I have warranty service.
Three of my wheels got bad large deep scratch, and even chip at the holes & edge to insert nuts. Obviously, they did not use right tool which were either short socket or long socket without protective plastic.
It took me 4 phone calls before service manager was available to talk to me on the phone.
Once I brought the car in, I believe I met service director and he agreed to have wheel specialist to fix them next week. The thing bothers and makes me unhappy still is his 2 additional comments.
1. The scratches are expected to happen during tire rotation sometimes. I wonder if any customer would let his dealer to touch their cars if he says that to them. His team did not do a good job which damage Lexus reputation and he should find way to improve and fix it.
2. He suggested that he will refuse to do any service relating to the wheels for me in the future. I wonder he is afraid that the wheel fix would not last or am I such a picky customer in which is he afraid to deal with. Well, his dealer already lost my trust and I would not let any dealer touch my car unless it is free service or warranty service since my best friend happens to be the best mechanic.
5000 miles service was perfect. My wheels were free from scratch after tire rotation.
10000 miles service was bad and my last visit at this location unless I have warranty service.
Three of my wheels got bad large deep scratch, and even chip at the holes & edge to insert nuts. Obviously, they did not use right tool which were either short socket or long socket without protective plastic.
It took me 4 phone calls before service manager was available to talk to me on the phone.
Once I brought the car in, I believe I met service director and he agreed to have wheel specialist to fix them next week. The thing bothers and makes me unhappy still is his 2 additional comments.
1. The scratches are expected to happen during tire rotation sometimes. I wonder if any customer would let his dealer to touch their cars if he says that to them. His team did not do a good job which damage Lexus reputation and he should find way to improve and fix it.
2. He suggested that he will refuse to do any service relating to the wheels for me in the future. I wonder he is afraid that the wheel fix would not last or am I such a picky customer in which is he afraid to deal with. Well, his dealer already lost my trust and I would not let any dealer touch my car unless it is free service or warranty service since my best friend happens to be the best mechanic.
07-23-16, 12:40 AM
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Did they fix your wheel by repaint or replace new one for you ? As I worry about the repaint/touch up would not last.
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07-23-16, 06:59 AM
#8
With 3 Lexuses over 12 years I have had little success in dealing with Lexus Corporate (Lexus USA). Every time I have contacted them for help with a problem with the dealership they have responded that "It is the responsibility of the dealer to settle such issues". In other words, "Don't bother us, we're busy selling cars".
07-23-16, 01:50 PM
#9
This is what the customer satisfaction survey is for. They rate dealers with them and I believe they can even effect allocations in some cases. As to the Service Managers comments, I'd go to the GM and/or owner of the dealer to discuss that.
07-23-16, 03:59 PM
#10
Lead Lap
Sorry to hear of the trouble you're having. I've had a number of issues dealing with Service Departments at Lexus dealerships. At least you got the service manager to agree to fix the wheels. Lots of times I feel like the technicians are very careless and communication is a problem between mechanics/techs and even the service advisers/managers.
If at all possible, take your car to a reputable local shop for wheel/tire servicing. That is what i'm doing from now on from my poor experiences with Lexus service. I've even had a loaner car driver drive my car back to the dealership and get a ticket from a speeding camera. The ticket was mailed to me and you could see it wasn't me driving! After 5 phone calls, I finally got through to the service manager and he sent me a check.
For me, its not even the actual problem itself because its a car and things can get fixed up...its the way they try to weasel their way out of everything, the excuses and the poor attitude towards building customer trust/relationships. The right thing for the manager to have done would have been to own up, apologize and fix everything for free for you and NOT give you a hard time about future visits. On top of that, to hear something like "I will give you 25% your next service or split the cost of labor with you for your next visit" would be the right way to handle customers. Unfortunately, this level of service is few and far between...
If at all possible, take your car to a reputable local shop for wheel/tire servicing. That is what i'm doing from now on from my poor experiences with Lexus service. I've even had a loaner car driver drive my car back to the dealership and get a ticket from a speeding camera. The ticket was mailed to me and you could see it wasn't me driving! After 5 phone calls, I finally got through to the service manager and he sent me a check.
For me, its not even the actual problem itself because its a car and things can get fixed up...its the way they try to weasel their way out of everything, the excuses and the poor attitude towards building customer trust/relationships. The right thing for the manager to have done would have been to own up, apologize and fix everything for free for you and NOT give you a hard time about future visits. On top of that, to hear something like "I will give you 25% your next service or split the cost of labor with you for your next visit" would be the right way to handle customers. Unfortunately, this level of service is few and far between...
07-23-16, 07:02 PM
#11
darn, that's suck! I scheduled my 5,000 miles inspection with dealer and for free rotations, after i thought about the careless tech might scratch my rims, i rotated myself and cancelled the app with lexus! just some tech are careless, i didn't want to take the risk.
07-23-16, 08:10 PM
#12
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repair. i am not sure but i believe its just bondo and refinishing, someone correct me if im wrong, but as long as i dont curb them[never did it was previous owner] i have no reason to think it wouldnt hold up.
07-23-16, 08:13 PM
#13
Dealer scratching the rims is pure negligence even my 10$ Jose don't do that while mounting the tires or anything and the corporate needs to know, I have dealt with the Lexus USA in the past with good success.
07-23-16, 08:59 PM
#14
Lexus Test Driver
Sewell curbed two of my rims once while I was there for service. Pointed it out to the service manager that wanted to review camera footage before granting the repair. Three hours later he said they didn't see anything on camera but asked when I wanted to schedule the free repair.
Funny thing is the day I went to pick it up I overheard a sm and another guy looking at two curbed wheels on another car.
The point is they took care of me as expected and I wouldn't hesitate going back. Every dealer makes mistakes but it's how it reacts to those mistakes that count. Service is often the bread and butter for many dealers and a bad experience in a big metro area like here will send you to another dealer.
Funny thing is the day I went to pick it up I overheard a sm and another guy looking at two curbed wheels on another car.
The point is they took care of me as expected and I wouldn't hesitate going back. Every dealer makes mistakes but it's how it reacts to those mistakes that count. Service is often the bread and butter for many dealers and a bad experience in a big metro area like here will send you to another dealer.
07-24-16, 01:17 PM
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With 3 Lexuses over 12 years I have had little success in dealing with Lexus Corporate (Lexus USA). Every time I have contacted them for help with a problem with the dealership they have responded that "It is the responsibility of the dealer to settle such issues". In other words, "Don't bother us, we're busy selling cars".
