Yesterday, I took my car in for it's 12 month complimentary service. This is my first Lexus and I have heard, and read, about the "white glove" exceptional service that Lexus provides and I was interested is seeing that first hand. Frankly, between the original buying process and the service, I'm not seeing anything exceptional. In fact, after I returned home and thought about the whole service visit, I am concerned about some of their processes and want to share my thoughts for others' benefit.

First, as I drove up to the service entrance a young man opened my car door as soon as I placed the car in Park. I hadn't even turned off the engine and it was a bit frightening as I didn't see him. Okay, well enough, but unnecessary. Regarding the normal paperwork, both before and after the service, I remember being asked to sign my name 6 times and provide my initials 4 times, never being allowed to see what I was signing/authorizing as the advisor neatly kept his hand on top of each page and just folded each of them over, pointing to the line to sign on. All the while he was small talking about weather, kids, pandemic, etc. And after all paperwork was signed at the end of the appointment, he said "I'll walk you to your car" and he opened the drivers door, waited for me to get into the car, handed me the key and closed the door.

Now I suppose most people would call this fantastic service. I am a bit of a skeptic and wonder how much training they get in "diversion". I know lawyers are likely responsible for many of the signatures, but who knows when you can't see it. Nor was any of that paperwork that required my signature provided to me at the end. In walking me to the car they expected to me to simply drive away without ever inspecting the car for damage or verifying the work was done. I did get back out of the car and did both of those things before I left. Over my many years of auto service I have found several occasions of non-performed work and damage to my vehicle. The 12 month service is supposed to include replacing the cabin air filter, according to the warranty book. I had to ask about it or that would not have been included. And to be honest, I don't know that they actually did it. The glove compartment looked exactly as I left it. And isn't there some kind of law requiring the return to the customer of used parts? If there is, I supposed that I signed away that right. However, I would have liked to see that cabin filter as I only have 4,000 miles on the car in the last year (thanks to Covid). It probably looked new.

You can call me paranoid, but I would recommend knowing what you are signing and making sure you do everything you can about inspecting what you expect regarding any auto service. Once you drive off the lot, you're out of luck. On the positive side, the dealership I use is gorgeous - beautiful (expensive) building, very clean, friendly personnel, etc. I hope this writing will help someone else in the future, before a problem occurs. Thanks for listening.

 

I am not sure what to make of your post but I think you summed it up when you say you are, paranoid. Taking the time to write four paragraphs on what could be an issue is a bit odd.

 

I can relate to packman12. I'm not comfortable with going to the dealership for service. It's like the place is designed to keep me away from the mechanic who is the only person I'm really interested in speaking with - even if it is only to hear that my car is fine and he/she saw nothing out of the ordinary. Instead I talk to the service rep who wants me to have a "good experience." The first two service visits were free, but for the third I did the service myself and actually enjoyed doing it. If I'm lucky enough to have nothing but basic maintenance to take care of I won't be going back except to pick up filters and what not. However, I have to deal with that gas pump recall and that's going to get me back to the dealership. That I don't want to go to the dealership tells you they are doing something wrong.

 

I would highly suggest you disable any automatic unlocking of your vehicle, as a safety precaution. I have mine set up to only auto lock once gear is out of park.

 

I think it's a big mistake to assume that all Lexus dealers meet a particular standard of service. Reading this forum for the last couple of years clearly indicates that there's no such consistency.

 

Yeah I hate dealers. They never take you seriously. And they treat your car like it's not yours. Took my new ES in recently and they tossed one of those number cones on top of the roof to identify my car in the service bay but in the process ended up scratching the clear coat. I saw exactly where they put the cone when the girl tossed it on the roof and when I went home, sure enough, drag marks on the brand new 5 mile 2021 Lexus's roof. I can buff it out myself not a big deal but c'mon. Common sense you be careful with any car, but especially a brand new paint job. But they're not car people and they literally know little to nothing about cars.

 

I actually love the service process at my local dealer - drive inside so you're out of the weather, valet takes the car and sends you to the service advisor where you sign off on the service needed. On pickup, same thing, car is brought back to you at the same spot indoors and you're on your way. I love all that. What I don't love is that the actual service on some occasions sucks. Last time with my wife's RX, I brought the car home after an oil change and found the level to be one full quart low. I texted the service advisor and he of course ignored me.

 

Yeah I like doing all my own service when possible. i'm a full service garage lol. the only time i take it in is if it's something time consuming or needing special equipment.

stuff like oil changes, transaxle service, tire rotations i'll do it in my garage. it's fun and therapeutic and i don't have to worry "what did the service kid do"

did he slam my door
did he make a little secret /hidden scratch somewhere that i won't discover until months later
did he swing the door open hard
did he overtighten the drain plug (or undertighten it)
did he have his lunch in my car

on prior cars, my dash cam caught most of the above and more... (various toyota or lexus dealers thruout socal) including one service member making disparaging remarks about the car's owner (me) while out on a test drive... (not a personal remark but a remark on the people that drive the kind of car i had at the time) complete w/ colorful language. he had no clue the cam was running. lol!

 

If you are uncomfortable signing or initialing something that you don’t know what it is, don’t sign until you have read whatever it is you’re being asked to sign!!! I’ve never encountered anyone denying me the right to read before signing.

Re replacing cabin air filter, I believe the first time is 20k, unless driving conditions have been severe. I had my 20k check today and asked to see the old cabin air filter, and they gave it to me in the box from the new one. Btw, the old filter was very very clean!

 

I understand that you should see what you are signing and that you can ask to review it. I was just remarking that my dealer wasn't forthcoming on allowing me to easily see the paperwork. Regarding the cabin filter, do I understand that one has to specifically ask for the old parts back? If so, I assume that would have to be done at the beginning of the process? My warranty booklet says to replace the filter at 12 months or 10,000 miles under normal driving conditions. With only 4,000 miles I assume the filter would look new. If I were paying for it, I wouldn't have replaced it this soon.

 

It is so darn easy to change that cabin air filter yourself that I would never pay someone to do it for me. That filter is common to a very wide range of Toyota and Lexus vehicles over the years. The filters can be picked up at most automotive supply stores for 1/2 the price that Lexus will charge you also. Lots of videos on Youtube showing how.

 

I buy my cabin and air filters on line for about $20 each. It takes five minutes to change both. I do it once a year probably overkill but!.

 

Agree about the Lexus service. Always for us has been top notch. In the service industry you will never ever satisfy everyone. Not a better way to access lexus's service by countless survey responders to J D Power.

 

I change the cabin filter twice a year. I find it is filthy after the fall and spring seasons, pollen, leaves etc.

 

I change ours once a year but after pollen season and fall I take them out and clean with the shop-vac then blow opposite direction with a strong leaf blower and then spray with a light coat of Lysol. As you say even with this they are dirty.