Is this the Lexus "Pursuit of Perfection"? *UPDATED*

Kinja'd!!! "Curbsenthusiasms" (curbsenthusiasms)
04/14/2015 at 11:00 • Filed to: None

Kinja'd!!!5 Kinja'd!!! 20

Recently an article was posted to Jalopnik about bad dealer experiences, I missed out on posting but here is what I'm currently dealing with at my local Lexus dealership. Excuse the lengthy post but I like to layout the facts as they happen. I'd also like to hear what others would do in this situation.

I've acquired a 2001 Lexus LS430 a few months ago. This Lexus was built during a time of Toyota's dominance in engineering and sales, an over engineered reliable vehicle which I've grown to admire abundantly. Vehicles such as this built the reputation both Toyota and its luxury division Lexus, thrive off of today. I'm sure these well built cars have kept many customers out of terrible dealership service departments as well.

The car I picked up had only 49k on it and 6 pages of dealership records detailing its well cared for life, it was damn near perfect except for one detail... It needed a slightly updated look. A set of newer 04-06 style LS wheels were exactly what this car needed.

With new wheels and tires installed the car required an alignment. Being that the wheels are new I wanted to take the LS to my local Lexus dealer vs. a big name tire shop to avoid the potential cosmetic issues I've seen happen to other wheels while in a service center.

Wednesday

8:30AM

I arrive at the 8:30 appointment, after a few minutes of waiting I talk to the service advisor and show him the $79.99 coupon ( 1 yr alignment and nitrogen fill all tire s) I printed from the dealership website (I'll keep the dealership name out of this for now) and ask for them to check the alignment as the car is pulling to the right. Immediately he suggests that he will need management approval as this price looks too low compared to the normal $220 service. The advisor returns shortly with approval. I sign some papers and go on my way.

11:00AM

Upon returning I'm told that the alignment was completed but I will need to replace a caster bushing eventually considering it is cracked. I would also need struts. An immediate red flag raised when he said this. I know that with any major suspension bushing cracked your going to have a near impossible chance of successfully keeping an alignment. My advisor assured me it would be ok and to return after DIYing the two recommended parts for another alignment.

After a small hassle with actually receiving my car, it came around the corner and I sat in. Amazed to see my new condition floor mat completely covered in black grease I just chalked it up to expected dealer service and went on my way. Honestly, who doesn't have grease somewhere in there car after service anywhere...?

Kinja'd!!!

Driving home I immediately notice the heavy pull to the right, worse than it was prior to bringing the car in to the dealer. I had no time to turn around so I figured I'd call back later.

Once home I get out to look at the wheels and again I immediatly notice something wrong. Someone used a metal object on the driver front wheel to remove the center cap. Moving to the rear I see a center cap only half placed in its recess with latex glove material hanging off of it and a cracked Lexus L logo. The otherside was not very different with damaged center caps.

Kinja'd!!! Kinja'd!!!

Frustrated I phoned the service advisor and began to explain these issues. His defense was an alignment wouldn't call for center cap removal. The damage could not be done by them. He took a moment and while I was looking at my invoice I belive he did the same. We both noticed that the tech decided to do a 4 wheel balancing as well without ever mentioning it to anyone...this is exactly the service which would require the center caps removed. My advisor requested that I return Thursday morning for him to make things better...I really was not sure what they would do.

Thursday .

9:00AM

I return. Wait a little. Now I'm greeted by my advisor who looks at the wheels, picture of the floor mat before I shampooed it etc and proceeds to tell me they would make it right. I'm told he would have my car detailed and new center caps would be ordered. I also said I would like the caster bushing replaced at a discount considering I was charged for an impossible alignment. This was all agreed upon and he mentioned he chewed out the technician for being careless and he would be having it docked from his personal paycheck (something I highly disagree with).

After an hour wait I was given a loaner and told it was a high possibility the car would be done by 4PM so be ready to bring the loaner back as he needs it for other customers.

4:00PM

The advisor accidentally calls my mother who was also a Lexus owner and customer in their system. Mom calls me to notify me of this and I return his call. The advisor was busy so the receptionist sent me to his voicemail and I gave my phone # to him (I crossed out my mothers # and replaced it with mine on his invoice copy) I never received a call back. The dealership closed at 6PM. I also called back 5 times in the two hour span.

Friday

Alright the car will be fixed today! Nope. From 8:30 to 6PM I called 9 times. Each time the advisor was with a customer and the service receptionist promised he would call me back, she even took note of my number each time. I begged the receptionist to at least tell me the status of my car, she would not. She would not even give me another advisor, I was told only he can update me. The day ends with me confused with this lack of communication.

Saturday

I called right as the service dept opened. The same receptionist answered and I pleaded with her to let me speak to my advisor to update me on my vehicle. She still recognized me and mentioned she was sorry but he was not in yet. She would personally call me back when he arrived. Noon arrives and still no call back. At this point I'm wondering if something happened to my car or were they just this bad at communicating. I called 4 more times before the service dept closed by 4PM. Again being told no one could update me except my advisor...who was not returning my calls...and this is day 3.

Sunday...today

Knowing the service dept opens at 10AM I arrive there on the dot! I'm told that only 1 advisor is working today and no managers other than sales managers will be in today. After waiting for advisor #2 to finish with his customer I jump in and ask if I can have a quick word with him. I literally had to ask him to shake my hand after all he would ask is "what's your problem"?

I explained my situation and he mentioned he cannot look into it for me considering my advisor and managers were not in today. Knowing that all repair facilities use some type of repair tracker I politely asked "Are you sure you cannot log in and check the status of my LS?". He proceeded to tell me the alignment was completed on the 8th (Wednesday) and that was the only ticket in the system for my car. I still could not have my car back and he wouldn't or couldn't tell me where it was or what was going on with it. I was told to return tomorrow and talk to a manager.

So here we are.

I still don't know what's going on with my car or why I cannot have it back yet!

At this point I would rather do the castor bushing DIY and not have them touch or detail my car with subpar products to what I use at home. The only problem is no one is listening or talking to me

I believe I'm owed a refund of the alignment they provided considering it could not be aligned. Where does that leave me with the wheel damage they caused? I've pretty much considered that a lost cause as they have acknowledged it but do not want to do anything about it considering it not being so severe. I tend to forget about these things easily but 3 days of absolutely no communication has me livid right now. And as someone who rarely feels entitled to anything I can't help but feel I'm owed something for this terrible experience. I just don't know what is fair. A possible apology and a "get the hell out of here and don't come back"? is what I'm expecting.

Should I inform Lexus of North America?

On a side note, today a salesman at the dealership saw the confusion and anger on my face and asked what was going on. I explained the situation and he agreed it was wrong, he also mentioned everyone in the service advisor booths as being brand new...he didn't recognize anyone and confessed to hearing customer complaints about them recently...I shook his hand and thanked him for hearing me out.

UPDATE:

Finally spoke with the manager yesterday and received my car back. This was after the advisor finally called back stating I would need the 2nd bushing fixed as well. $800 total. He stated he was calling multiple wrong numbers and leaving messages, story changed a few times. Also found out that he wasn't even scheduled a day I was told he was in his office with customers.

The manager admitted to the wrong doing and apologized.

I paid parts cost for the two bushings and they covered all labor. The car was aligned again as well.

The wrong center caps were given to me. The invoice says 04-06 18" caps but I was given 01-03 Caps.

The floor mat I shampooed after being greased up the first time was once again greased up and so was the carpeted speaker door.

I've notified Lexus of North America, noting that we agreed to the terms above and I think it is fair but the dirty carpet and wrong center caps after dealing with me is ridiculous. It just goes to show you the care that comes from the dealer.

Kinja'd!!!

DISCUSSION (20)


Kinja'd!!! Dr. Zoidberg - RIP Oppo > Curbsenthusiasms
04/12/2015 at 16:47

Kinja'd!!!3

private sales: one asshole at a time

Dealerships: a dozen assholes at a time

Sorry for your woes.


Kinja'd!!! Michael Maguire > Curbsenthusiasms
04/12/2015 at 17:07

Kinja'd!!!2

Wow, I would be raising hell at this point!

The alignment should be refunded and I would just take the car somewhere else. Wash your hands of them. I would say give me my car back. Send me the center caps on the mail. I'm done and bye bye now.


Kinja'd!!! Curbsenthusiasms > Michael Maguire
04/12/2015 at 17:23

Kinja'd!!!0

This scenario is what I'm leaning towards. Patience is running low on my part.


Kinja'd!!! Satoshi "Zipang" Katsura > Curbsenthusiasms
04/12/2015 at 17:29

Kinja'd!!!0

Articles like this is the reason why most old Lexuses are better off DIY- wait, what was the year of the car again?


Kinja'd!!! Curbsenthusiasms > Satoshi "Zipang" Katsura
04/12/2015 at 17:38

Kinja'd!!!0

2001!


Kinja'd!!! Steve in Manhattan > Curbsenthusiasms
04/12/2015 at 17:40

Kinja'd!!!2

I used to date an associate service manager at a Mercedes dealership. Even if the car is not high end, like yours, the first thing they should do is put paper mats over your carpet mats to protect them. I'd have bailed at that point. Find an independent shop you can trust.


Kinja'd!!! Curbsenthusiasms > Steve in Manhattan
04/12/2015 at 18:05

Kinja'd!!!0

They absolutely put the paper mats down immediately. I give them that credit. I believe that happened somewhere between the carwash and the guy who delivers it to you...


Kinja'd!!! Steve in Manhattan > Curbsenthusiasms
04/12/2015 at 18:29

Kinja'd!!!0

Still, that's unacceptable.


Kinja'd!!! bobkustofawitshz > Curbsenthusiasms
04/12/2015 at 22:51

Kinja'd!!!0

Nobody returns your calls, and they won't give you your car back or tell you where it is. Something doesn't seem right about this.

I would absolutely get in touch with Lexus of North America.


Kinja'd!!! AMGtech - now with more recalls! > Curbsenthusiasms
04/12/2015 at 23:17

Kinja'd!!!1

Shitty situation. If you had come into my shop for an alignment and we found a cracked bushing, we probably still would have done the alignment and then just not charged you for a second one if you did the bushing within the next few months. The tech may have put the wheels on the balance machine to check for conicity and tire-caused pull. Sometimes the alignment has nothing to do with a car pulling, and in these cases the car's alignment could be out in such a way that it is fighting the pull caused by the tires. In this situation, correcting the alignment would exaggerate the tire-caused pull. Even if that were the case with your car the tech should have told this to the service advisor who then should have told you, or even told the advisor why he was putting them on the balancer. Shitty communication.

Keep in mind though cracked is not the same as torn and generally won't noticeably affect alignment yet. It's just a sign of wear and future failure, like saying your tires have 4-5/32" tread left, replace them before winter.

To me it sounds like they were doing everything they should up until the point of not communicating. After that it's just a big shit show. As far as what's fair, I think a bigger fatter discount is in order, on top of replacing the previously agreed damaged parts of course. The main thing they've screwed up on the second visit so far is communication and expectations (as far as we know so far anyways!).


Kinja'd!!! Curbsenthusiasms > AMGtech - now with more recalls!
04/13/2015 at 05:49

Kinja'd!!!0

The communication screwup has become my largest issue, everything else was just icing on the cake :-/


Kinja'd!!! AMGtech - now with more recalls! > Curbsenthusiasms
04/13/2015 at 15:06

Kinja'd!!!0

Yeah, I'm sure. Update us when you figure out what is going on.


Kinja'd!!! EL_ULY > Curbsenthusiasms
04/14/2015 at 11:50

Kinja'd!!!2

I was a Lexus Master Tech from 06 to 10. I could push out 1,000 cars smoothly, most times cutting my labor rate a tad to help customers into getting a vehicle repaired and up to our standards. Then, without knowing while doing something else, I'll put a little mark on a door panel and I miss it from my over view. On top of that, my service writer already tied up with a million things, forgets to notify the customer on time. Never fails as well, that maybe parts is going a stock system upgrade and a part number is flubbed. On cue, the customer explodes and completely destroys us on reviews, blogs, and the dealer survey. It is never what we are looking for and we strive to be the absolute best especially in service. But damn dude be real with me for one second, stuff like this happens in any business. Not using that as excuse truuust me. It seems like they are dealing with the issue but communication is key. I'm surprised the 2001 is still going to the dealer personally besides it being cake to work on :] This situation for sure seems to be a bad one I must admit for sure. I wouldn't be happy either. Customer service reflects a dealer's pay and we are never looking for any of that noise ever. Some (a lot) of people though do exaggerate and go complexity ape shit when it comes to dealership sales. In those moments, the customer is actually the ones that are completely at the wrong end but the general public will never ever see or agree with our side. This isn't that sort of case but just know from the headline alone, it's a bit on the suggestive side and feeds that particular beast. If there is any way I can answer any question as far as wrenching on your car or any Volvo, Lotus, Aston, BMW, or Merc, let me know :]


Kinja'd!!! LongbowMkII > Curbsenthusiasms
04/14/2015 at 12:04

Kinja'd!!!0

do the new caps fit/match?


Kinja'd!!! Xyl0c41n3 > Curbsenthusiasms
04/14/2015 at 12:05

Kinja'd!!!0

I've had less than stellar dealer experiences, but all that sounds like total bullshit. The repeatedly dirtied carpeting actually kinda ticks me off the most. I don't drive a luxury car. I drive a base model domestic slush box. That said, I've NEVER gotten it back from a shop with dirty mats. Even my POS, beat up, decade-old cavalier never came back with dirty mats when I had it. That's what the paper mats emblazoned with the dealer/shop's logo are for... to keep your car clean. Like... Do they not do that at your Lexus dealer?

I mean, yeah, everything else you went through is infuriating, too, but the reason the floor mat issue irks me is because it's a perfect illustration of their complacency and corner-cutting in general. If they can't even do that one small courtesy, what else are they failing on? Well, obviously, we have that answer, too: everything.

I'm sorry you're experiencing this. I hope everything gets sorted.


Kinja'd!!! E92M3 > Curbsenthusiasms
04/14/2015 at 12:10

Kinja'd!!!1

This is why I hate dealers. 90% of people don't even wash their own car, and wouldn't have looked or cared about the wheels and center caps. So the dealer gets away with this crap almost all the time. Going to the dealer doesn't guarantee trained techs either. They usually have young guys just starting out doing oil changes, tires, detailing, and as porters. I don't get the communication though. If an advisor is sick for a day no one can help their customers? What if they are out 3 days? Everyone must wait till that person gets back?


Kinja'd!!! Curbsenthusiasms > EL_ULY
04/14/2015 at 16:32

Kinja'd!!!1

Your absolutely correct! Things do happen. I worked at Apple as a Genius for 3 years and the line of work is very very similar when dealing with personal items checked in, personalities etc and items absolutely do get damaged while checked in even when being as careful as can be. The main difference is communication, which happened to be completely lacking. I'm not one to blow up and I proudly always keep my cool but all this for an alignment is crazy!

Oh yea, the LS is a breeze to work on, amazing engineering but I had a coupon for a 1 yr alignment and figured why not go to the dealership vs. Any quick lube/tire establishment.


Kinja'd!!! Curbsenthusiasms > Xyl0c41n3
04/14/2015 at 16:34

Kinja'd!!!0

Upon going back to the dealership today I showed the service manager the pictures of both occurrences...he immediately called in the other service manager and they both made note to talk to techs about it. I mentioned to him both times the employee delivering the car to me last should be the employee removing the paper mat...not a single person should remove it before delivery.


Kinja'd!!! EL_ULY > Curbsenthusiasms
04/14/2015 at 17:55

Kinja'd!!!1

100% agree. If it were up to me, i'd get a guy on it ASAP to get it done and put those parts on a shop ticket. In service communication is key. We may get slammed sometimes but it isn't an excuse. Still, these kids are very impressionable. They are starting to go into dealers already in defense mode ready to report on the smallest deal, ready to blast on the internet. Though, we are still free to write up what we want when we want to. I admit to being a bit weary on these sorts of posts since usually they are just a hate speech because the red carpet wasn't rolled out and lack of knowledge on auto repair


Kinja'd!!! Curbsenthusiasms > EL_ULY
04/14/2015 at 18:18

Kinja'd!!!1

Yes! Exactly the reason you won't see me going on their Yelp, Google, Facebook review pages writing this up or listing the offending dealerships name here. My few bad experiences aren't enough for me to put something on the internet forever and tarnish their reputation (if they have one!). I wanted to get this off my chest and share it with other I believe understand these situations.