SC430 Costly Service - Please Help!
Glad to see you received a good outcome on your situation. The service manager did a great job. If you're going to use them again, one suggestion....
Write a letter to the corporate office telling them you had a problem (no need to be specific) that really frustrated you and you were comtemplating selling the car and then go into detail about how the Service Manager helped get you a resolution and how impressed you were with him.
SEND HIM A COPY of the letter and you'll be getting taken care of very well in the future. People are extremely quick to let their complaints be known and I'm sure he's more than his share but to that extent, he'll remember the few who take the time to spread praise.
Write a letter to the corporate office telling them you had a problem (no need to be specific) that really frustrated you and you were comtemplating selling the car and then go into detail about how the Service Manager helped get you a resolution and how impressed you were with him.
SEND HIM A COPY of the letter and you'll be getting taken care of very well in the future. People are extremely quick to let their complaints be known and I'm sure he's more than his share but to that extent, he'll remember the few who take the time to spread praise.
Driver
Joined: Jan 2005
Posts: 130
Likes: 0
From: IL
glad
glad you got a good out come. BUT is seems to me the only reason you did was because your lexus dealer would be in a lot of trouble with lexus corporate if they were reported as to ripping off people and not doing services they claimed. Seems like they helped to to cover thier own asses!1 Still glad it worked out
Advanced
Joined: Dec 2001
Posts: 696
Likes: 6
From: Texas
Originally Posted by howardde
Well, I took all of your advice, grew a sac, and went up the chain of command at my Atlanta Lexus dealer to the Service Manager....not before talking with my "service consultant" who was a complete waste of my time. She actually called the additional recommended services that they recommended "upcharges" and she stated, "you refused the upcharges so that it is no longer our problem." I couldn't believe she actually called them "upcharges" because that makes it sound like they are supposed to upsell customers on all of this crap. Anyway, after 15 minutes of fighting with her and getting nowhere, I asked for her boss, the Service Manager.
He was actually the nicest car guy I have ever dealt with. He was calm, listened to me completely and then said he'd call the competing major dealer here in Atlanta to verify my claim that they include all of the "upcharges" for basically the same price as my 60,000 mile service. Long story short, he called the next day and verified my claim, but he pointed out that the other dealership does not replace some belts or do an alignment as part of their 60,000 mile service, which my dealer did. I told him those are not even Lexus recommended items at 60,000 miles, whereas all of the "upcharges" are and finally, they signed my Lexus book stating that they had done all of the Lexus services. I told him the only way I would use them again is if they did all of the "upcharges" for free. He agreed to that and I drove over there immediately and he personally greeted me, apologized over and over again for the way I was treated. I was able to watch them do the service (about 2 hours) and then they washed my car, filled the gas tank up and then gave me this amazing coupon book that has all these free oil changes, tire rotations, 30% off $100 or more, etc. (guess its for people that spend a lot of money with them).
So, I left satisfied with the resolution. Call me crazy, but now I'm considering using them again for service...this Service Manager told me to call him when I have another service appointment, so maybe they'll be more responsive now. What do you think?
He was actually the nicest car guy I have ever dealt with. He was calm, listened to me completely and then said he'd call the competing major dealer here in Atlanta to verify my claim that they include all of the "upcharges" for basically the same price as my 60,000 mile service. Long story short, he called the next day and verified my claim, but he pointed out that the other dealership does not replace some belts or do an alignment as part of their 60,000 mile service, which my dealer did. I told him those are not even Lexus recommended items at 60,000 miles, whereas all of the "upcharges" are and finally, they signed my Lexus book stating that they had done all of the Lexus services. I told him the only way I would use them again is if they did all of the "upcharges" for free. He agreed to that and I drove over there immediately and he personally greeted me, apologized over and over again for the way I was treated. I was able to watch them do the service (about 2 hours) and then they washed my car, filled the gas tank up and then gave me this amazing coupon book that has all these free oil changes, tire rotations, 30% off $100 or more, etc. (guess its for people that spend a lot of money with them).
So, I left satisfied with the resolution. Call me crazy, but now I'm considering using them again for service...this Service Manager told me to call him when I have another service appointment, so maybe they'll be more responsive now. What do you think?
When my fantastic, long time service writer left our local Lexus dealership here in Austin a few years ago, I found a very resourceful person to ask who he would recommend as my new service writer. You know who I asked? The guy in charge of issuing the Lexus Loaner vehicles. He deals with the service writers all day long and knows who treats him good and their customers with respect. I think you need to lose your current servcie writer, should you decide to stay with this dealership, go talk with the valet or Lexus Loaner person, and have them rate their favorite 4 service writers. You'll really appreciate it and takes just a few moments.
P.S. You do know that service writers at Lexus are on a commission basis, right? It's 30% of the ticket from what my long time service writer told me.
CL Community Team
Joined: Feb 2001
Posts: 3,869
Likes: 394
From: Ohio
I don't think I have a "service writer."
At any of the 3 Lexus dealerships I have been to, I pull into the service area and the maitre d'greasepit directs me to whichever writer is free (or who will be free next).
Should I tip this guy next time?
At any of the 3 Lexus dealerships I have been to, I pull into the service area and the maitre d'greasepit directs me to whichever writer is free (or who will be free next).
Should I tip this guy next time?
Driver School Candidate
Joined: May 2006
Posts: 7
Likes: 0
From: ohio
Originally Posted by Memphisacc
Its not the mechanics that can't be trusted it's more so the Service Reps. My family has owned car dealerships for years and these guys for the most part are the most unacountable people on the face of the earth(who will nickle and dime you till you bleed.) Ive driven mostly hondas in the past and always had the car serviced at Acura due to these sort of problems. I've found that disputing charges like these never gets you very far, sure you can call your credit card company and have them deny the charges, but thats not going to help you in the years to come. What will is trying to buddy up with someone there, one thing dealerships hate more then anything is that jerk off who wants to dispute their bill, like everyone one else who can afford their vehicle and the bs that comes with it. Make friends with a mechanic...call him a day before you bring the car in ...let him know your bringing the car in so he can look out for it...
Whenever you go around under or above the service reps, theres nothing they can do but sit with a smug face as you have the upper hand on the issue. Most of them dont know much about cars, nor do they treat the mechanics with much respect, but belittle them in front of customers often
oohpapi44: Love the avatar (ive got one of kobe giving Mike Miller the elbow to the face from earlier this season)
Whenever you go around under or above the service reps, theres nothing they can do but sit with a smug face as you have the upper hand on the issue. Most of them dont know much about cars, nor do they treat the mechanics with much respect, but belittle them in front of customers often
oohpapi44: Love the avatar (ive got one of kobe giving Mike Miller the elbow to the face from earlier this season)
As all of you know, owning a Lexus is not the cheapest thing to do (maintenance is crazy expensive). So hopefully I can shed some light here and there when possible.
As far as plugging runflats, I was a ASE & Lexus certified Technician for three years (now in the assitant service manager postion) I can tell you a runflat SHOULD NOT be plugged or patched. However with that said, it can be done. Your choice....$10 repair or $250+ new tire. As i said not supposed to be quick fix but it is possible.
Each dealership differs in pricing on services and what they do in them. Just b/c in the owners manual it says one thing for a 60k doesn't mean its going to get done. For whatever reason, thats the way my dealership was until recently. We changed our services to go EXACTLY by the owners manual so there is no confusion.
As I said, I'm excited about this site and hope to learn some to help my customers and I also hope I can shed some light on some things as well! Looking forward to it!!!
Driver School Candidate
Joined: May 2006
Posts: 7
Likes: 0
From: ohio
Originally Posted by Jayson
Good for you and now I am starting to see some of that legendary "Lexus Level of Customer Service!"
When my fantastic, long time service writer left our local Lexus dealership here in Austin a few years ago, I found a very resourceful person to ask who he would recommend as my new service writer. You know who I asked? The guy in charge of issuing the Lexus Loaner vehicles. He deals with the service writers all day long and knows who treats him good and their customers with respect. I think you need to lose your current servcie writer, should you decide to stay with this dealership, go talk with the valet or Lexus Loaner person, and have them rate their favorite 4 service writers. You'll really appreciate it and takes just a few moments.
P.S. You do know that service writers at Lexus are on a commission basis, right? It's 30% of the ticket from what my long time service writer told me.
When my fantastic, long time service writer left our local Lexus dealership here in Austin a few years ago, I found a very resourceful person to ask who he would recommend as my new service writer. You know who I asked? The guy in charge of issuing the Lexus Loaner vehicles. He deals with the service writers all day long and knows who treats him good and their customers with respect. I think you need to lose your current servcie writer, should you decide to stay with this dealership, go talk with the valet or Lexus Loaner person, and have them rate their favorite 4 service writers. You'll really appreciate it and takes just a few moments.
P.S. You do know that service writers at Lexus are on a commission basis, right? It's 30% of the ticket from what my long time service writer told me.
my paycheck doesn't work like that. we do get comission, but damn, at 30% I'd bank!
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