Yeah it went through...

 

Damnnnnn!!!
God damn!!!!! They must have had a bad day or hate the car. Jesus!!
I would drive right into the service bay and show that to the service manager.

 

Just talked to the service manager. Taking the car in tomorrow at 7am. He always already denying that this could ever happen (without even seeing the damage yet). Very unprofessional response. My body shop guy said that would be *very* difficult to touch up flawlessly and if they can't, I should request a new door. I'm not very hopeful atm. It seems like the most they're willing to do is a simple touch up which would undoubtedly look imperfect. I'm a perfectionist, hence the full body ppf and ceramic.

 

This is a good start -- just get in there and ask (if you have to), like which bay area they worked on your car, but sneakily try to go into service area and look VERY carefully at the walls as I seriously doubt they cleaned your blue paint off where they flung your door open wide and scraped the walls. If you don't see it on the walls, look around to see what else they could've flung your door open on.

Hopefully you can get back there to do a little self investigation. Maybe secretly record your convo too. Or have a body cam.

These are just random thoughts to offer helpful suggestions. Take them as you will...

 

Couple of thoughts: I have requested a new door from corporate to fix dirt in the base coat from the factory. That was a no. I requested a new painted door from Japan. That was a no. After 6 months on the phone the only resolution was to sand down remove the dirt and then repaint and blend 1/3 of the car. Estimate $8,000. Corporate would cover the entire amount. I was not in for repainting a new car. I talked to people in Tulsa, Plano, and Atlanta. I passed and gave up. Yes I should have noticed before taking deliver! I have since massaged and polished and it looks darn good now but not perfect. Your issue appears as though the ppf was overheated when being wrapped on the back side. It is hard to tell from pictures if it has been done by friction or heat. Excessive heat could weaken the paint and get pulled by the adhesive. I have seen overheated ppf react very similar to this??? They very well may have opened the door into something although very difficult to strike that area!? Good luck! Any way you cut it, this is just crappy situation.

 

I dont know about Canada, but in US, the dealers always unplug the dashcam, when they are servicing the car, they said something about privacy?

 

So I just came back from the dealership (Lexus of West Kendall). As expected, they deny any fault and any possibility that the incident could have occurred at the shop. Emilio Garcia, the service manager, takes me into his office and says he reviewed all the photos and footage and concluded that it could not have happened. I said show me the photos. As I expected, they did not have any photos of the car door and only had angled pictures from the rear. So I don't know how they concluded anything. Then he allowed me to go into the shop and said "See? No walls, it couldn't have happened here". So I pointed out the car lift pillars that were very close to an adjacent car that was being worked on. His response "Yeah but those pillars are black". I said wtf does that have to do with anything? Then he said my door couldn't have reached the pillar which is false. Btw while I was there, one of the techs was repositioning my car *with the door open*. I bet this is how it happened. Then I showed him a picture of my driveway and said "See? No walls" sarcastically but I think that went over his head. I told him I was gonna speak to corporate and he said go ahead and walked away.

This guy should be fired. I'm so upset given that I chose this dealership due to their excellent sales service (I've mentioned them in prior posts). I don't want to go as far as saying one bad apple spoils the bunch here but I will certainly never recommend anyone bring their car to this service department. Not that I recommend dealership service to begin with.

I did speak with corporate and they seemed far more compassionate and are looking into the case already.

kirkd1, The ppf was applied months ago, literally a day after I got my car so this didn't happen during the application process. I know what you mean by the burnt look. That was my first thought too. But on closer inspection you can see visible scratches marks and then it looks like the ppf was *pulled* away.

 

Very sorry this happened to you. I'd be interested to see pics. My suspicion, based on your story, is that they'll offer to touch up the paint but I'm sure it will never be perfect again...

 

Very sorry to see this I also have less than 500 miles on my brand new Caviar LC500 and these stories always worry me about taking my cars to shops/dealerships. I try to do as much as I can myself to avoid these situations but not everyone has the time either. I have ran into some of the same issues in the past with other cars and feel your pain.

I was considering them since they are close to my job here in Doral to handle my 1st oil change to save time/hassle doing myself but not anymore.

Sad we can't even trust a Lexus dealership to handle a car like this or any Lexus model with extra special care. Very sorry you are dealing with this. Best of luck with corporate. Let us know the outcome!

 

If there's no other nearby alternative dealership and you do decide to take it there, you can ALWAYS do this when they come to drive your car back for service:

MAKE SURE they see you as they're getting your car, and tell them Hold up, I want to film EVERY INCH of my car while YOU KNOW I'm doing this beforehand, that way, if there's ANY KIND of damage to my car, I WILL have evidence on this film to show my car WAS Pristine BEFORE going back there in YOUR CARE.

You might also want to film them too (if you're allowed to) for identification purposes.

You can also ADD -- I've heard some horror stories about you guys NOT taking care of cars, and I want to MAKE SURE, mine is treated with the BEST CARE.

That might put the FEAR into them to NOT MESS with your car or ANY other car they are servicing.

Just an idea anyway, of what you can do if you have no other choice but to bring to them.

Otherwise, as you say DIY when you can -- you can always do above if you must go to them for service intervals.

 

I'm seeing good reviews on Lexus of North Miami and Lexus of Pembroke Pines' service departments. Looking at google reviews, apparently the service dpt at Lexus of West Kendall has a really bad reputation. Of course, I still recommend documenting everything like the above reply describes, from now on. It's a shame we have to be this paranoid about our $100k+ cars with Lexus.

 

Update: Corporate was not helpful. While they did listen and seem empathetic, all they did was get in touch with the dealership again and the dealership continued to refuse to take responsibility. Corporate said they can't do anything about that since the dealerships are independently owned. I'm trying to reach the GM now and will continue escalating including filing a small claims lawsuit if necessary. Of course, I have the money to cover this job but this is about the principle of the matter at this point. The entire process has been absolutely disgusting, and that's putting it lightly.

 

Have you left a review on the dealership at google/yelp etc? that may help motivate some action

 

As I have stated, I have been down a similar road.. This will consume you and take over your life.. It is not right nor fair.
My comments are ment to save you a lot of time and angst.
The general manager will be of no help. A legal case with no evidence against a multi million dollar dealership will not be successful. Go to a body shop that deals with high end cars and have them touch up massage and polish. Have the door ppf replaced and enjoy the car. If you let it, this will destroy your LC experience. Good luck, I look forward to your updates.

 

I wish there was a way to ❤️ this post.