Lexus Service costs: Getting Worse?
11-09-02, 10:47 AM
#16
Lexus Champion
Originally posted by DevilDog
Taking your Lexus to a Toyota dealer is the same as taking it to the gas station. Sure anyone can do a basic service, but thats not why people keep coming back the to the lexus dealer. It's because they can do everything. In one shot they can get their car serviced, warranty work, cbes adjusted, and so on. Remember this also, when your car goes out of warranty and you need an expensive repair. Most dealers look to see if your one of there good customers before offering to pay for it. If a toyota dealer says they are authorized to do service they are lying. I can only speak for my dealer when I say that we provide great service to our customers. Thats why our business increases 20% every year since 1990. There is a reason why lexus has a 71% retention rate, Best in the business. If you want to save some money go to the gas station or toyota. Next time your there, ask them for a loaner and see what they say.
You get what you pay for.
My 2 cents...
DD
Taking your Lexus to a Toyota dealer is the same as taking it to the gas station. Sure anyone can do a basic service, but thats not why people keep coming back the to the lexus dealer. It's because they can do everything. In one shot they can get their car serviced, warranty work, cbes adjusted, and so on. Remember this also, when your car goes out of warranty and you need an expensive repair. Most dealers look to see if your one of there good customers before offering to pay for it. If a toyota dealer says they are authorized to do service they are lying. I can only speak for my dealer when I say that we provide great service to our customers. Thats why our business increases 20% every year since 1990. There is a reason why lexus has a 71% retention rate, Best in the business. If you want to save some money go to the gas station or toyota. Next time your there, ask them for a loaner and see what they say.
You get what you pay for.
My 2 cents...
DD
I mean, that comes off as a little snooty, don't you think?
Now all the goodies you get, sure, they are very helpful, but we certainly subsidize their cost as reflected in the Lexus Service Costs.
11-10-02, 11:49 PM
#19
I do agree that MOST Lexus dealers do a good job, but there are some out there that don't. The guy in question got scoffed at when he asked his Lexus dealer for a loaner. You just asked us to go to our Toyo dealer and ask for a loaner and see what we get, well this guy got the same from Lexus, what I was saying was he might as well go down to Toyota and pay half as much for the service, since his Lexus dealer was no longer willing to give him the extra perks he's SUPPOSED to be paying for!
I'm sorry, but you're gonna have a real hard time convincing me that the techs at Lexus are better than the techs at Toyota. In fact, you'd have a hard time convincing me that they aren't 100% the same. Yes, the people who come in contact with the customer are "higher class", making the customer feel its worthwhile to pay for the service.
I have no problem at all paying Lexus what they charge to do a big service, because its worthwile for me to have the valets do the pickup and leave the loaner car. I think $400 is reasonable for the bigger services, but I absolutely refuse to give a Lexus dealer $40, $60, $100 or more for a simple oil change when they don't even use synthetic oil. I have no intention of dropping the car off for a full day for this service, I'll drop by on a Friday afternoon and saunter around the new car lot while I'm waiting, so what possible incentive do I have to pay them a hundred bucks? None, and I won't. I'll cart my Lexus filter and synthetic oil down to the Toyo dealer 2 miles from here and have fun looking at the new Toyotas, Cadillacs and Infinitis for a half hour and save myself $70!
As for Toyo dealers not being allowed to service Lexuses, the Toyo dealer 2 miles from here has 5 Lexuses on its lot, two SC430s, two 99 LS400s and an LS430. You can't tell me that if I go buy one of them tomorrow they won't service it for me? Of course they will! You can have routine maintenance done on a Lexus ANYWHERE and still keep the warranty valid.
Now, I'm not saying anything bad about your dealership DevilDog, most of them are great and do provide fantastic service, and they have many loyal customers. Its just this guy's dealer in question, that wont even give him a loaner, they leave him high and dry with no car after picking it up? Well they don't deserve to sell anything with the Lexus name on it...
I'm sorry, but you're gonna have a real hard time convincing me that the techs at Lexus are better than the techs at Toyota. In fact, you'd have a hard time convincing me that they aren't 100% the same. Yes, the people who come in contact with the customer are "higher class", making the customer feel its worthwhile to pay for the service.
I have no problem at all paying Lexus what they charge to do a big service, because its worthwile for me to have the valets do the pickup and leave the loaner car. I think $400 is reasonable for the bigger services, but I absolutely refuse to give a Lexus dealer $40, $60, $100 or more for a simple oil change when they don't even use synthetic oil. I have no intention of dropping the car off for a full day for this service, I'll drop by on a Friday afternoon and saunter around the new car lot while I'm waiting, so what possible incentive do I have to pay them a hundred bucks? None, and I won't. I'll cart my Lexus filter and synthetic oil down to the Toyo dealer 2 miles from here and have fun looking at the new Toyotas, Cadillacs and Infinitis for a half hour and save myself $70!
As for Toyo dealers not being allowed to service Lexuses, the Toyo dealer 2 miles from here has 5 Lexuses on its lot, two SC430s, two 99 LS400s and an LS430. You can't tell me that if I go buy one of them tomorrow they won't service it for me? Of course they will! You can have routine maintenance done on a Lexus ANYWHERE and still keep the warranty valid.
Now, I'm not saying anything bad about your dealership DevilDog, most of them are great and do provide fantastic service, and they have many loyal customers. Its just this guy's dealer in question, that wont even give him a loaner, they leave him high and dry with no car after picking it up? Well they don't deserve to sell anything with the Lexus name on it...
Last edited by SW03ES; 11-10-02 at 11:52 PM.
11-11-02, 12:26 AM
#20
Lead Lap
Join Date: Feb 2001
Location: California
Posts: 707
Likes: 0
Received 0 Likes
on
0 Posts
The reason I said going to Toyota dealer is the same as a gas station is because service work is all they can do for you. The dealerships can do more.
Regarding the comment about toyota techs being the same as lexus techs. I interview at least 4 toyota techs a month trying to get a job at my lexus dealer. MY standards for who I hire are pretty high. So far about 1 out of 10 meet up to MY standards.
I agree not all lexus dealers are the same. It's a shame. There are many dealers that I would not care to work for. No matter what the pay.
I can truely respect what all of you are saying. I am certainly not against anyone trying to save some money. The dealership in question should have done there best to gain the customers trust. Because with trust, people never ask how much.
again this is just an opinion from somebody who works in the industry from the inside.
Regarding the comment about toyota techs being the same as lexus techs. I interview at least 4 toyota techs a month trying to get a job at my lexus dealer. MY standards for who I hire are pretty high. So far about 1 out of 10 meet up to MY standards.
I agree not all lexus dealers are the same. It's a shame. There are many dealers that I would not care to work for. No matter what the pay.
I can truely respect what all of you are saying. I am certainly not against anyone trying to save some money. The dealership in question should have done there best to gain the customers trust. Because with trust, people never ask how much.
again this is just an opinion from somebody who works in the industry from the inside.
11-20-02, 03:05 PM
#22
Driver School Candidate
Thread Starter
Join Date: Nov 2002
Location: NC
Posts: 5
Likes: 0
Received 0 Likes
on
0 Posts
End of story: I went to Toyota and saved over $200
Thanks for all the input guys.
I emailed my dealer about the exhorbitant 15k service price quote (between $350 and $450), their new policy of "valet pickup but no loaner" and how I felt that was reneging on our original deal, and that I was considering going to Toyota to save a LOT of money.
Here's what I heard back: __________ (nada, not a word). Remember, this is the 3rd Lex I have bought from the same salesman at the same dealer. And I even bought 2 Bimmers from the same parent company (they own the local BMW, Audi, VW, Acura, and Honda dealerships too).
Then just to be sure Toyo maintenance would be kosher, I emailed Lexus corporate and within 4 hours they confirmed that while they would hope that I would use a Lexus dealer for regular maintenance, some owners do not have a local dealer and therefore can go to Toyota for maintenance. Such regular maintenance is indeed honored if/when any warranty issues might arise.
So, I did indeed let the Toyo dealer do the 15k service. Dropped it off at 8, ready at 10. Quoted me $225 "package deal", came in at $190. I asked why the diff, he said it was purely labor...took less than estimated, and that they only bill by the clock, not the "package price". The parts are EXACTLY the same; the only part they don't normally keep are the wiper blades for the GS, which they ordered and had in 24 hours for me. The only noticeable difference was that they didn't wash the car when they finished.
The Toyo dealership looks as hospital-clean as the Lex does, service managers are just as professional and courteous, I felt the same sense of security, and I am totally satisfied. Hell, I'm gonna send them more Lexus owners. [Ron Holbrook, Svc Mgr, Modern Toyota, Winston-Salem NC]
Agreeing with an earlier post here, I definitely would NOT expect the Toyo dealer do warranty work or adjustments; that is free and without question needs to be done by the Lexus dealer. But to pay an extra 200 bucks just to get a wash, and not get a loaner as originally agreed upon, is simply ridiculous. Sorry, I may pay retail for my Lexi, but I refuse to get hosed over a regular maintenance.
I emailed my dealer about the exhorbitant 15k service price quote (between $350 and $450), their new policy of "valet pickup but no loaner" and how I felt that was reneging on our original deal, and that I was considering going to Toyota to save a LOT of money.
Here's what I heard back: __________ (nada, not a word). Remember, this is the 3rd Lex I have bought from the same salesman at the same dealer. And I even bought 2 Bimmers from the same parent company (they own the local BMW, Audi, VW, Acura, and Honda dealerships too).
Then just to be sure Toyo maintenance would be kosher, I emailed Lexus corporate and within 4 hours they confirmed that while they would hope that I would use a Lexus dealer for regular maintenance, some owners do not have a local dealer and therefore can go to Toyota for maintenance. Such regular maintenance is indeed honored if/when any warranty issues might arise.
So, I did indeed let the Toyo dealer do the 15k service. Dropped it off at 8, ready at 10. Quoted me $225 "package deal", came in at $190. I asked why the diff, he said it was purely labor...took less than estimated, and that they only bill by the clock, not the "package price". The parts are EXACTLY the same; the only part they don't normally keep are the wiper blades for the GS, which they ordered and had in 24 hours for me. The only noticeable difference was that they didn't wash the car when they finished.
The Toyo dealership looks as hospital-clean as the Lex does, service managers are just as professional and courteous, I felt the same sense of security, and I am totally satisfied. Hell, I'm gonna send them more Lexus owners. [Ron Holbrook, Svc Mgr, Modern Toyota, Winston-Salem NC]
Agreeing with an earlier post here, I definitely would NOT expect the Toyo dealer do warranty work or adjustments; that is free and without question needs to be done by the Lexus dealer. But to pay an extra 200 bucks just to get a wash, and not get a loaner as originally agreed upon, is simply ridiculous. Sorry, I may pay retail for my Lexi, but I refuse to get hosed over a regular maintenance.
11-20-02, 03:41 PM
#23
Driver School Candidate
Join Date: Aug 2002
Location: USA
Posts: 37
Likes: 0
Received 0 Likes
on
0 Posts
I take my gs4 to the mechanic that worked on my 71 vette. So far only routine maintenance. I'm at 81k and plan on going to the dealer for the 90k checkup. It will be expensive but I want the car to last 300K.
11-20-02, 04:06 PM
#24
Personally I like the fact they don't wash it. I've heard such horror stories about dealer's destroying cars when they wash them.
You did the right thing pal, don't let them screw you over because they think they can just because it says Lexus on the sign out front. Did you email that letter, or did you actually write it? I would actually write it, and send Lexus corporate a copy of it as well. It will take some time for you to get a response.
This is what I was trying to say when I wondered why 1SICKLEX insisted on having the "Lexus" battery when it was half as powerful as an aftermarket one (Interstate, Craftsman etc) and twice as expensive. I simply don't understand why some Lexus owners put up with, or even welcome this shoddy "You can afford a Lexus so you will pay whatever we charge"attitude. This is what I expect from BMW and Mercedes, not Lexus. Yeah, I can afford a Lexus, but I didn't get to that point by overspending on things that aren't worth any more.
In my opinion, no service at Lexus is worth what they charge, unless you are such a busy person that you really need the valet service and free loaner. If this is the case I can totally understand, but since they took those features away from you, you SHOULD take your business as well.
Use a auto broker to buy your next Lexus, they'll get it for you at invoice and ship it right to your door.
Screw that dealer.
Now I see why Lexus is 5th in customer satisfaction this year, behind Saturn, Cadillac, Lincoln and Jaguar. They better watch it.
You did the right thing pal, don't let them screw you over because they think they can just because it says Lexus on the sign out front. Did you email that letter, or did you actually write it? I would actually write it, and send Lexus corporate a copy of it as well. It will take some time for you to get a response.
This is what I was trying to say when I wondered why 1SICKLEX insisted on having the "Lexus" battery when it was half as powerful as an aftermarket one (Interstate, Craftsman etc) and twice as expensive. I simply don't understand why some Lexus owners put up with, or even welcome this shoddy "You can afford a Lexus so you will pay whatever we charge"attitude. This is what I expect from BMW and Mercedes, not Lexus. Yeah, I can afford a Lexus, but I didn't get to that point by overspending on things that aren't worth any more.
In my opinion, no service at Lexus is worth what they charge, unless you are such a busy person that you really need the valet service and free loaner. If this is the case I can totally understand, but since they took those features away from you, you SHOULD take your business as well.
Use a auto broker to buy your next Lexus, they'll get it for you at invoice and ship it right to your door.
Screw that dealer.
Now I see why Lexus is 5th in customer satisfaction this year, behind Saturn, Cadillac, Lincoln and Jaguar. They better watch it.
Last edited by SW03ES; 11-20-02 at 04:07 PM.
12-10-02, 02:56 AM
#27
Driver School Candidate
Join Date: Dec 2002
Location: Missouri
Posts: 15
Likes: 0
Received 0 Likes
on
0 Posts
All these HIGH quotes are cheap compared to the thief(dealer/other's) where I live!
Superior Lexus quotes my 95sc4 for the 90k scheduled Maintenance-$1600.00 !!!! and Exact preformance (lexus specialist) in K.C. K. is $1400.00!!!!!!!!! P.S> Lexus (bastards) got me for over $1000.00 for new brake pads and one G.D. caliper!!!!!.>>and I didn't even get a
reach-a-round!!!!LOL..................Oh yeah-just paid Exact preformance over $600.00 for front so-called struts!!!!(and their not struts; gas shocks-sc have no struts.Lexus also calls them struts..
reach-a-round!!!!LOL..................Oh yeah-just paid Exact preformance over $600.00 for front so-called struts!!!!(and their not struts; gas shocks-sc have no struts.Lexus also calls them struts..
12-13-02, 09:47 PM
#28
Driver School Candidate
Join Date: Apr 2002
Location: GA
Posts: 35
Likes: 0
Received 0 Likes
on
0 Posts
Yes, Lexus techs are better than Toyota techs.
Yes, Lexus dealers use service history and customer loyalty in determining whether they'll grant you assistance in expensive repairs down the road.
Yes, your dealer makes that decision, not corporate.
Yes, your Toyota dealer loves you coming to them. They'll sell you a timing belt at 60k when Lexus won't until it's actually recommended.
Take it from someone who knows the inside of both...the local Toyota dealer sells all kinds of great stuff (which you may or may not need) to Lexus customers that Lexus dealers never would.
As for relying on a corporate MOTOR SALES source for maintenance advice, you may as well just buy another car every 5,000 miles. They don't care about much more than selling new cars and they're working on the 2005 model, not your "old car." Sales and JD Power rankings effect on sales have motivated your owner's manual service schedule from day one.
Yes, Lexus dealers use service history and customer loyalty in determining whether they'll grant you assistance in expensive repairs down the road.
Yes, your dealer makes that decision, not corporate.
Yes, your Toyota dealer loves you coming to them. They'll sell you a timing belt at 60k when Lexus won't until it's actually recommended.
Take it from someone who knows the inside of both...the local Toyota dealer sells all kinds of great stuff (which you may or may not need) to Lexus customers that Lexus dealers never would.
As for relying on a corporate MOTOR SALES source for maintenance advice, you may as well just buy another car every 5,000 miles. They don't care about much more than selling new cars and they're working on the 2005 model, not your "old car." Sales and JD Power rankings effect on sales have motivated your owner's manual service schedule from day one.
Thread
Thread Starter
Forum
Replies
Last Post
