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Included 60,000 mile service

 
Old 01-22-19, 10:53 AM
  #1  
LexBob123
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Default Included 60,000 mile service

I purchased Lexus Certified LS that included next 4 factory service at no charge, which includes the 60,000 service. The dealer did not change plugs, said would cost me $580, and that it is up to tech to determine if it is necesary. I feel i should get this at no additional charge since it is listed in manual under the 60,000 mile service. Dealer disagrees. Has anyone run into this issue?
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Old 01-22-19, 12:07 PM
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This is called breach of contract. New plugs at 60K is the recommended service and not something left to the whim of the dealer. Suggest calling Lexus corporate for their take on the situation. If that fails, contact the local news channel that hypes itself as "being on your side" or the like - the dealer would no doubt love to have this story run.
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Old 01-22-19, 12:40 PM
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That is quite a shock. You know that if you didn't have the 60K service covered, the dealer would for sure say you need new spark plugs before the tech even looks at them. They would point to the factory recommended service and say you should get them changed no matter what.
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Old 01-22-19, 12:43 PM
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How high up have you gone in the dealership to report your dis-satisfaction with them not honoring the contract? Have you read the contract to make sure it doesn't say something that excludes things other than oil changes and tire rotations for the 4 visits? Did you buy the car from the dealership you're taking it to for service?
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Old 01-22-19, 03:00 PM
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LexBob123
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Yes, taking to the Lexus dealer where purchased. I havent taken up to management yet, dealing with service advisor. The sales agreement is standard Lexus for Lexus Certified purchase, that includes the next 4 factory services, no exclusions. I think Im finding out why this dealer has a D rating at Better Busines Bureau.
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Old 01-22-19, 03:26 PM
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My 08 idled slightly rough at 70k miles. Changed plugs. Totally smooth. Offer to pay if no change?
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Old 01-22-19, 04:40 PM
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The key here is to dive into the fine print on the certified service contract. Are these 4 services coming from Lexus, meaning you could take the car to any Lexus dealer and it would be covered under "warranty" (billed to Lexus). Or are these 4 services being offered by the selling dealership (billed to dealer)? Do you have to return to the selling dealer to have service done?
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Old 01-22-19, 05:10 PM
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The 4 services are offered by Lexus when its L/Certified. So you can take it anywhere.

I would agree they should do this...

I see you're in MD, which dealer did you take it to?
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Old 01-22-19, 05:31 PM
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I am glad you posted this and checked. I was in the same boat as you. I also had the 60k mile service included because it was a CPO with first 4 services free. I don't think they changed my plugs....
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Old 01-22-19, 06:36 PM
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If that's the case then the issue you have is straight dealer laziness. They don't want to complete the plugs because Lexus doesn't pay them enough for warranty work and they'd rather use those billable hours elsewhere. Fluid/filter changes are easy and quick. You just need to stand firm and speak to the service manager. I had this same issue before on a BMW M that required valve adjustments as part of the 40k service, plainly published in the manual (4/50 service included) and my dealer refused to complete it. I eventually had to take it up to the GM. Kept telling me it wasn't required, but the real reason was it's 6 hours of labor they wanted to spend elsewhere. Same case here.
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Old 01-23-19, 01:44 AM
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SW17LS, the dealer is Lexus of Towson. I have escalated this to service manager. I will see how high i have to go to get the plugs replaced.
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Old 01-23-19, 06:46 AM
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Whether it's truly necessary to replace your plugs at 60K miles is up for debate, but the fact the manual directs it makes this warranty issue a no-brainer. Insist on the full 60K service for your CPO car! You paid extra to get the CPO warranty, and this is part of the reason why.

I also believe I read somewhere on the forum that if you choose to not have your plugs replaced at 60K miles, you may void your longer Emissions Systems warranty. Not quite sure on this issue, but it would be just one more reason that Lexus needs to do this service for you. Good luck!
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Old 01-23-19, 07:16 AM
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Originally Posted by LexBob123 View Post
SW17LS, the dealer is Lexus of Towson. I have escalated this to service manager. I will see how high i have to go to get the plugs replaced.
I don't have any experience with them or with Owings Mills unfortunately...
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Old 01-23-19, 08:08 AM
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Originally Posted by LexBob123 View Post
SW17LS, the dealer is Lexus of Towson. I have escalated this to service manager. I will see how high i have to go to get the plugs replaced.
Go as high as needed - GM would be next, then the owner. Be sure to let them know your frustration for having to argue over this with the SA, the inconvenience of bringing the car back, etc. It's so clear they just don't want to do it - in all other scenarios (where you're paying for it) they follow everything in the recommended intervals as if your car will explode if you don't do what Lexus tells you. If the dealership has a Twitter account, I'd publicly post on there what's happening. That would almost guarantee a fast response - I've been amazed at the power of social media to get things resolved as opposed to sending emails, calling 800 numbers, etc. They really don't want the rest of their followers reading about bad experiences.

You'll get it taken care of!
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Old 01-24-19, 05:55 PM
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Yes, I had the same issue with my LS460 CPO. 60K Service had not been performed, including spark plug replacement. The selling dealer was 175 miles away. I called Lexus Customer Care and they authorized my local dealer to do it for free.
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