Yesterday, I went to my local Lexus dealership to get the 3M clear bra for my IS350 when I decided to inquire about the service records of my 98 ES300. The guy in the service department did not want to give me anything at all. He kept saying that the U.S. congress has created laws stating that I cannot get any records because I'm the second owner and only the first owner can retain those records. Being pissed off and knowing that the guy was talking a bunch of bull, I called the Lexus Customer Satisfaction line and they called the dealer for me and made the same guy give me the records only providing proof of ownership saying that the guy was not right at all and he was suppose to give me something. The manager mustve gotten in trouble as well because he gave me multiple discounts on the price of my clear bra for the IS350 as well as a free oil change for my 98 ES.

 

Haha owned by the big guy.

 

Which dealer was this? Your location says TN. I'm in Memphis... just wondering if it was Lexus of Memphis, as I've asked Terry there for my car's service history a he had no problems printing it out for me.

 

No...it wasn't Lexus of Memphis

 

I agree Lexus has great costumer service compared to other car dealers. They appear to care about how the costumer feels.

 

sarcasm? or did you not read the OP's post?

I think Lexus customer service blows. At least Tom Wood of Indiana does. I always get treated like....wait, I have to beg them to treat me. Then they give me the "you drive a Lexus?" look (as s/he looks from head to toe...).

 

Never had a problem with the Lexus dealership here, call for a service, once in a while they would call to see if all is fine. Dropping off the car for the service is amazing. Walk in point where the car is, they give me a key for a loaner and drive off, come back couple hours later or the next day.

 

No sarcasm, I'm being honest compared with Mercedes, Lexus has a lot better service. At least they keep a maintenance record in a national database. The Mercedes dealer don't and they don't always even acknowledge each other as dealerships. We have two go to 2 separate dealers because we bought two new cars from 2 different dealers and neither will acknowledge the free loaner and other stuff making it very difficult. Furthermore if you read in one of my posts I had a problem with getting declined for a loaner at Lexus because of my age. The Service Advisors Manager came to speak with me and apologize/ explain the situation. That would never happen in a million years at the Mercedes dealer. This is the biggest joke when we get my moms E350 serviced and to pick it up they don't drive it to you like the Lexus dealer they make you go car hunting. The cashier says your car is in parking space B35 and she hands you the key. Then you have to spend twenty minutes trying to see which benz is your out of the other million or so E Classes there. They only treat you nice when you buy the car; then you become expandable to them especially when you benz is still under warranty and having problems. The only good thing about Mercedes is that I never had a issue with Loaners with them at all their dealerships.

ps. your lucky if you can get them to cover anything under warranty. A CD wouldn't eject from the in dash and they were reluctant to replace it accusing us of excessive use. Though we did get it covered under warranty. I hate going to there dealer they are all snoby/arrogant and you have to be rude/snoby/demanding/yelling to get anything done with them. Also lately some of the service advisors don't even have offices anymore you stand in the service bay like at Honda dealers.

$61,000 E350, $110hr labor rate, standing in a noisy service bay talking to you service advisor who does not really care, employees playing with there walkie talkie, waiting in a cashier line like its Mcdonalds, finding your car in a parking lot after dropping $2000 on brake pads/rotors and the other junk they recommend or it will "void your warranty" when all you wanted was to get a turn signal bulb replaced under warranty= priceless


I bought my ES used and its not even from there dealership and they treat me very well with respect and arrange me loaners/shuttles also they have better/higher quality "snacks" at Lexus dealers. I also like the appearance of there dealers better.

 

very good, glad that you were being persistent and did what's rigth

 

wow, I never knew that...I'm Japanese and in Japan, that kind of courtesy is expected even from a Toyota dealership. My family mostly only buy Toyota/Lexus so I don't have any comparison but the Lexus dealership in the States are horrible compared to the ones in Japan. But I can't imagine being treated like how you got treated at Mercedes.

I've taken some of my family's cars and my own to a Toyota dealership in Japan but every time I go, someone would literally run to me, bow and greet, take my car and park it for me, and someone else would come right away walks me inside and gives me a menu of free drinks and small snacks. And this is a Toyota, not a Lexus dealership in Japan. On the way out, they would usually give me a free toy (like a Toyota keychain or something) and follows up with a letter if I was serious about buying a car. If I had some repairs done, they most definitely would follow up by a phone call asking if everything is alright.

This was what I was expecting out of my Lexus dealership, if not more....I guess that's why I'm so disappointed.

 

Well, Japan is one of the most polite countries I've ever been to, something the United States sometimes fall from.