I had the worst service experience of my life at Bell Lexus in Phoenix AZ.
03-13-12, 10:41 AM
#1
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I had the worst service experience of my life at Bell Lexus in Phoenix AZ.
* I posted this in car chat but I think it would be helpful to the hundreds of local members in AZ to watch out for this group . They had my car for 23 days, didnt diagnose the problem, put 600+ miles on my car, damaged my new windshield, and told me not to return when I complained. STAY AWAY from Bell Lexus !!!!
Bell Lexus service is garbage
I had a new windshield in my car installed on 1/23/12 and took my car in on 1/27/12 for a mild vibration issue. The dealership had my car for 23 days and put over 600 miles on my car test driving the car. After 23 days in the shop the service advisor called me to tell me that the tech and foreman at the dealership could not figure out what was wrong with the car and that they wanted a field rep from Lexus to evaluate the car. I agreed and took my car home. On the way home as I drove into the sun I noticed that my brand new windshield was heavily pitted. I thought it may have been some over spray but after cleaning the windshield repeatedly it was pretty obvious it was damaged. I called my SA to mention it to him and he said that he didn't remember doing any damage to the car ,he said he drove it carefully, and that they weren't going to replace any glass. After driving into the sunset one more time I got kind of irritated with how badly the glass was pitted. I decided to write the SA and manager an email asking to have the glass replaced and that I was unhappy at the fact that my glass was damaged. I also explained that I wasn't going to let this go because a little over a year ago I had the tech at the dealership put new wipers in my car and when I picked up the car there was a huge perfectly arc shaped scratch in my glass that followed the exact track of the wiper. Obviously the tech must have triggered the wiper before the new insert was in place and the metal arm left a superficial scratch in the glass ( about 32"). I complained to the SA and he said that the tech denied doing any damage. I didn't want to make a big stink so I replaced the glass, but I couldn't in good conscious pay for their damage to my car for the second time. The tech on this last visit also lost 2 of my wheel locks and I replaced them, once again to not make a big deal ( they also put a 4" scratch on the roof of my GS and ignored me when I mentioned it to them ). After emailing the SA and manager at Bell Lexus in Phoenix, I didn't receive a response. I waited 10 days and was pretty amazed that an issue like this was being handled so poorly, especially being an owner of an LS460 and a GS350 previously ( and purchased new at that particular dealership). I emailed the manager again telling him that I was unhappy and was not going to just go away because he wants to ignore me. You would think after buying a new car there and being a good customer at the dealership for 5 years that the manager would settle this honorably. WRONG !!!!! This idiot manager told the SA to tell me that he would pay half of my deductible and that I was no longer welcome at their service department because I was to picky. I was in disbelief. These people are supposed to service Lexus vehicles but then they tell you they cant figure out the issue with the car ( no wonder since the foreman couldn't put either one of my door panels off after he did the wind noise fix) after 23 days . Then they damaged my brand new windshield. To top it off when I email the manager and get no response after 10 days ( The manager told the SA he forgot to email me back) and send him another email telling I am not going to go away and that I will escalate things by calling Lexus if he continues to ignore me for more than another week ( total window of 17 days to answer an email ) , he offers me $250 and to never return to his service drive for being to picky. WOW!! Bell Lexus in Phoenix AZ is the worst dealership I have ever visited in my entire life. Anyone in the Phoenix/AZ area who needs service, do yourself a favor and stay away from these inept, unprofessional, rude, and sorry bunch . Bell Lexus is a poor excuse for a Lexus dealership. When I called Lexus corporate they were in disbelief at the extremely poor level of treatment, said they will look into it. Lexus customer asked what I wanted. I simply said I want my glass replaced on principle.
In the future I will be avoiding Bell Lexus in Phoenix like cancer. If you want your car serviced without risk of being repeatedly damaged and asked to go away when you complain because you are to picky, then avoid Bell Lexus as well
Bell Lexus service is garbage
I had a new windshield in my car installed on 1/23/12 and took my car in on 1/27/12 for a mild vibration issue. The dealership had my car for 23 days and put over 600 miles on my car test driving the car. After 23 days in the shop the service advisor called me to tell me that the tech and foreman at the dealership could not figure out what was wrong with the car and that they wanted a field rep from Lexus to evaluate the car. I agreed and took my car home. On the way home as I drove into the sun I noticed that my brand new windshield was heavily pitted. I thought it may have been some over spray but after cleaning the windshield repeatedly it was pretty obvious it was damaged. I called my SA to mention it to him and he said that he didn't remember doing any damage to the car ,he said he drove it carefully, and that they weren't going to replace any glass. After driving into the sunset one more time I got kind of irritated with how badly the glass was pitted. I decided to write the SA and manager an email asking to have the glass replaced and that I was unhappy at the fact that my glass was damaged. I also explained that I wasn't going to let this go because a little over a year ago I had the tech at the dealership put new wipers in my car and when I picked up the car there was a huge perfectly arc shaped scratch in my glass that followed the exact track of the wiper. Obviously the tech must have triggered the wiper before the new insert was in place and the metal arm left a superficial scratch in the glass ( about 32"). I complained to the SA and he said that the tech denied doing any damage. I didn't want to make a big stink so I replaced the glass, but I couldn't in good conscious pay for their damage to my car for the second time. The tech on this last visit also lost 2 of my wheel locks and I replaced them, once again to not make a big deal ( they also put a 4" scratch on the roof of my GS and ignored me when I mentioned it to them ). After emailing the SA and manager at Bell Lexus in Phoenix, I didn't receive a response. I waited 10 days and was pretty amazed that an issue like this was being handled so poorly, especially being an owner of an LS460 and a GS350 previously ( and purchased new at that particular dealership). I emailed the manager again telling him that I was unhappy and was not going to just go away because he wants to ignore me. You would think after buying a new car there and being a good customer at the dealership for 5 years that the manager would settle this honorably. WRONG !!!!! This idiot manager told the SA to tell me that he would pay half of my deductible and that I was no longer welcome at their service department because I was to picky. I was in disbelief. These people are supposed to service Lexus vehicles but then they tell you they cant figure out the issue with the car ( no wonder since the foreman couldn't put either one of my door panels off after he did the wind noise fix) after 23 days . Then they damaged my brand new windshield. To top it off when I email the manager and get no response after 10 days ( The manager told the SA he forgot to email me back) and send him another email telling I am not going to go away and that I will escalate things by calling Lexus if he continues to ignore me for more than another week ( total window of 17 days to answer an email ) , he offers me $250 and to never return to his service drive for being to picky. WOW!! Bell Lexus in Phoenix AZ is the worst dealership I have ever visited in my entire life. Anyone in the Phoenix/AZ area who needs service, do yourself a favor and stay away from these inept, unprofessional, rude, and sorry bunch . Bell Lexus is a poor excuse for a Lexus dealership. When I called Lexus corporate they were in disbelief at the extremely poor level of treatment, said they will look into it. Lexus customer asked what I wanted. I simply said I want my glass replaced on principle.
In the future I will be avoiding Bell Lexus in Phoenix like cancer. If you want your car serviced without risk of being repeatedly damaged and asked to go away when you complain because you are to picky, then avoid Bell Lexus as well
03-15-12, 06:25 PM
#3
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I have heard from other members that have told me the same thing. I had no idea that people could get a Lexus serviced at a Toyota dealership.
Bell Lexus is trash in my opinion. Even the service advisor, who I considered a friend, had the ***** to tell me that I was too picky, and said to me " sometimes I wished you drove a BMW". Can you imagine a SA telling a customer with their flagship model that he wished I drove a BMW??
I used to like Bell Lexus but over the past couple of years I have noticed a decline in the quality of the work. The SA was decent but the techs would always screw things up and I would have to return. For this I was too picky. I am going to take pics of my car to show the quality of work done on my car when they did the wind noise fix on my LS460. Both door panels were put on the wrong way and I had to return twice for that. When I show the service advisor that the door seals are coming apart he reply was that he couldnt get the seal in the right way and there was nothing he could do.
Bell Lexus is trash in my opinion. Even the service advisor, who I considered a friend, had the ***** to tell me that I was too picky, and said to me " sometimes I wished you drove a BMW". Can you imagine a SA telling a customer with their flagship model that he wished I drove a BMW??
I used to like Bell Lexus but over the past couple of years I have noticed a decline in the quality of the work. The SA was decent but the techs would always screw things up and I would have to return. For this I was too picky. I am going to take pics of my car to show the quality of work done on my car when they did the wind noise fix on my LS460. Both door panels were put on the wrong way and I had to return twice for that. When I show the service advisor that the door seals are coming apart he reply was that he couldnt get the seal in the right way and there was nothing he could do.
03-16-12, 09:55 AM
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Dang man! Sorry to hear about your problems there, but thats a ton for the heads up. I was thinking about referring my gf to get her service done there since its down the street. Sounds like i should steer clear of that place
03-16-12, 10:59 AM
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Screw those *** holes it took them 20 min to figure out I was a customer and not a lot attendent when I want to order some bolts I was so furious bout there smart *** atittude and there customer service .. I crumbled up a good old Benjamin Franklin and threw it at the sa face screw them not even scottsdale pulls that crap
03-17-12, 06:18 PM
#6
My dad works at Larry Miller Toyota as a Service Advisor, and he was a master tech for Toyota for 18 years, and he's been at LMT for 22 years, so to say he knows what he is doing, is an understatement. Lemme know if you want his name and I'll let him know.
03-20-12, 11:24 PM
#7
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Yeah I would absolutely stay away from these idiots. There master techs cant even put a door panel on the right way. Its pathetic. Imagine a tech taking your dash out and forgetting to put the large defroster vent on top of the dash back in. Then they tell me that I am picky and that the techs dont like working on my car. They do poor quality work at get upset at customers rather than their sorry *** techs when things need to be fixed ( they dont get paid)
Screw those *** holes it took them 20 min to figure out I was a customer and not a lot attendent when I want to order some bolts I was so furious bout there smart *** atittude and there customer service .. I crumbled up a good old Benjamin Franklin and threw it at the sa face screw them not even scottsdale pulls that crap
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03-23-12, 12:47 AM
#9
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update: alright guys looks like the level of service has just dropped. I am in disbelief. I had an appointment set for this saturday at Bell Lexus' sister dealership Arrowhead Lexus for a 55 k service. I get a call this afternoon from one of the service advisors from arrowhead Lexus who told me in a voicemail that "we can not service your vehicle this saturday." I had a feeling this would happen because when I did the 2 or 3 dealership reviews it said that the reviews and my info would be given to the manager at that particular dealership. I called the service manager at Arrowhead, who used to be my SA there, and he told me that the manager at Bell Lexus is his boss and since I "blogged" about my bad experience that I am also not allowed at that dealership as well since they are owned by the same company and managed by the same manager. I called Lexus and they were floored. They didn't even know what to say. I told them I don't know why this manager is making this personal but since it is his right to deny me then its my right to blog about the experience as well. They agreed and said I have every right to voice my opinion. I am filing a BBB complaint and will be polishing up my letter to Brent Berge tonight.
Lexus corporate called me back less than an hour after the initial call and had moved to appointment with the Lexus field rep to a different dealership about 15 miles further than the initial place. ( no biggie ). I have to say that I am very pleased with the way Lexus has handled the problem but blown away at how poorly Bell Lexus handled it. So bottom line, if you have a problem at Bell Lexus in Phoenix AZ and you talk to others about it or do a review about them on a dealership rating site then they will axe you from all of their shops. I cant imagine a poorer work ethic and lower level of customer care. Its like having an issue and sweeping it under the rug. I was actually afraid he was going to pull some infantile BS like this and that is part of the reason I dragged my feet filing the BBB complaint.
STAY AWAY FROM BELL LEXUS SERVICE!!!! If you go and you have an issue make sure you don't talk about it online because they will black list you rather than simply address the issue.
__________________
Lexus corporate called me back less than an hour after the initial call and had moved to appointment with the Lexus field rep to a different dealership about 15 miles further than the initial place. ( no biggie ). I have to say that I am very pleased with the way Lexus has handled the problem but blown away at how poorly Bell Lexus handled it. So bottom line, if you have a problem at Bell Lexus in Phoenix AZ and you talk to others about it or do a review about them on a dealership rating site then they will axe you from all of their shops. I cant imagine a poorer work ethic and lower level of customer care. Its like having an issue and sweeping it under the rug. I was actually afraid he was going to pull some infantile BS like this and that is part of the reason I dragged my feet filing the BBB complaint.
STAY AWAY FROM BELL LEXUS SERVICE!!!! If you go and you have an issue make sure you don't talk about it online because they will black list you rather than simply address the issue.
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03-23-12, 11:51 AM
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Just got off the fone with Jan over at the corporate office. She said Brent is in there most days, goes to both Lexus dealerships daily, and his day in Tucson is Tuesday. She said that they maintain their corporate office where I indicated before - the Ford dealer @ 2401 W. Bell.
I would give your boy Brent a call and continue to call until you get him. I spoke with Jan and she was very pleasant. The corporate office is 602.866.1776.
If he's going to both Lexus dealerships each day since they're close, you should be able to find a way to meet with him there and hash this out with those who are supposed to be managing the place. I'd give him the BOD and try it, at least. I'm sure he doesn't want his name trashed because some lackeys can't figure out how to not be complete and utter buttholes.
Big Mack
I would give your boy Brent a call and continue to call until you get him. I spoke with Jan and she was very pleasant. The corporate office is 602.866.1776.
If he's going to both Lexus dealerships each day since they're close, you should be able to find a way to meet with him there and hash this out with those who are supposed to be managing the place. I'd give him the BOD and try it, at least. I'm sure he doesn't want his name trashed because some lackeys can't figure out how to not be complete and utter buttholes.
Big Mack
03-23-12, 06:31 PM
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I think we should all go up there and give the owner a piece of our mind mine would be.... Fire every **** head and *** hole on your lot and find people to give great customer service and a shop foreman that knows how to at least put door pannels back on 
03-26-12, 11:00 PM
#12
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BIG MACK. I appreciate the help brother. You are great. I have been so busy with work and our 3 week old baby that its harder to get organized. Do you thin he will really even give a damn. I am still speechless that they banned me from arrowhead because I blogged about my bad experience. I will never stop telling people about what happened. I will be on this forum for years and I am and most likely be an active member. I plan on steering any and everyone away from there. What these idiots dont realize is that I see 100 clients a week, 70% of which are retirees who can probably afford a Lexus. They didnt **** off the average customer. Do you think I should try to contact the owner first or file the BBB complaint. I am wondering if I am just spinning my wheels
03-26-12, 11:07 PM
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BIG MACK. I appreciate the help brother. You are great. I have been so busy with work and our 3 week old baby that its harder to get organized. Do you thin he will really even give a damn. I am still speechless that they banned me from arrowhead because I blogged about my bad experience. I will never stop telling people about what happened. I will be on this forum for years and I am and most likely be an active member. I plan on steering any and everyone away from there. What these idiots dont realize is that I see 100 clients a week, 70% of which are retirees who can probably afford a Lexus. They didnt **** off the average customer. Do you think I should try to contact the owner first or file the BBB complaint. I am wondering if I am just spinning my wheels
Big Mack
03-29-12, 08:06 PM
#14
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I just cant believe a dealership that represents a company who uses the slogan " The relentless pursuit of perfection", and yet they say that I am too picky when I return when have done poor quality work.
Anyone in AZ who has a Lexus and needs service STAY AWAY FROM BELL LEXUS !!!!!!! They do bad work and when you complain they will ignore you( for 10 days in my case )and when you respond again they will ban you for being too picky. It has been weeks and I am still in shock at how poorly the manager handled all of this.
Anyone in AZ who has a Lexus and needs service STAY AWAY FROM BELL LEXUS !!!!!!! They do bad work and when you complain they will ignore you( for 10 days in my case )and when you respond again they will ban you for being too picky. It has been weeks and I am still in shock at how poorly the manager handled all of this.
04-06-12, 07:51 AM
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Just throwing this out there: we have a shop in Tempe off McClintock and university, myself and a few other techs specialize in Toyota/Lexus. We usually build some of the faster cars around/custom swaps and get work from multiple other shops/dealers for diagnostics. Stop on by and I will take a look at the car for you, and get it up in the air and inspect it for free. I hate when stealerships take advantage of customers/cars. 717 s. hacienda dr. Suite 8. Ask for ginger. We'll take care of you!