How was your latest dealership experience?

krew

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krew
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How was your last Lexus dealership service? Because mine was awesome.
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IS-SV

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I'm waiting for my Lexus SA to return from vacation next week, tbd.....
 

Brooks2IS

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I think the recent interview with Denny Clements hit the nail on the head... I can't imagine a world without the three or so Lexus dealers I regularly interact with. Each experience at these dealers, particularly my home dealer where I have had the same service advisor for 10 years, has been second to none in terms of customer experience, vehicle care, etc. Just two weeks ago I brought my nearly nine year old vehicle with well over 100,000 miles in for a simple oil change, yet I was treated as if I recently purchased an LFA. Maybe that's a stretch, but I'm blown away every time I pull through those service bay doors. These people care for their customers and their customer's vehicles more than making another dollar- I can't say that about other luxury marques.
 
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I learned the hard way about Lexus' recalls.

I live in Edmonton, AB, but had to go down to Calgary, AB for work. After stopping at my buddy's house, he noticed an oil leak underneath my '09 RX. The next morning I was scrambling because I still needed to work in Calgary and then return to Edmonton by the evening.

I called up Lexus at Royal Oaks, they took my RX in and made an opening for me. They shuttled me to work. I returned in the late afternoon and they fixed the oil cooler pipe, did an oil change, cleaned the car inside and out and I was able to drive home that same day. I was never a customer there and I was considering Canadian Tire, but luckily I was near Lexus at Royal Oaks and decided to go with the trusted route.

One of the best experiences I had at a Lexus Dealership. Best of all, it was all free.
 

RAL

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I learned the hard way about Lexus' recalls.

I live in Edmonton, AB, but had to go down to Calgary, AB for work. After stopping at my buddy's house, he noticed an oil leak underneath my '09 RX. The next morning I was scrambling because I still needed to work in Calgary and then return to Edmonton by the evening.

I called up Lexus at Royal Oaks, they took my RX in and made an opening for me. They shuttled me to work. I returned in the late afternoon and they fixed the oil cooler pipe, did an oil change, cleaned the car inside and out and I was able to drive home that same day. I was never a customer there and I was considering Canadian Tire, but luckily I was near Lexus at Royal Oaks and decided to go with the trusted route.

One of the best experiences I had at a Lexus Dealership. Best of all, it was all free.
Thanks for sharing your experience ... and 'welcome' to the community!
 

RAL

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We are proud customers of Lexus of Louisville for 10 years ... When I reflect on my last service visit, I remember thinking to myself how reassuring it is at the conclusion of each visit ... my service advisor escorts me to my car in the exit bay just to make sure everything is perfect before I leave.
 

bnizzle87

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I've only taken my IS F to the dealer twice. Once for the obligatory 1k mile check up after I purchased the car and then again to do all my recalls prior to submitting my paperwork for registration (the prerequisite was to have the recall performed prior to the smog check).

My first experience wasn't memorable at all. I was told that the wait would be no longer than 45 minutes, yet it ended up taking nearly three hours. For a routine inspection and courtesy check up, it should not have taken that long at all, as I was one of the first vehicles into the service bays that morning. When I did receive the vehicle back, it had 17 additional miles, oil-marked fingerprints on my Neiman Marcus white leather steering wheel, and near quarter tank of gasoline (I made sure to check it prior to having the tech drive off with the vehicle- and it was at half tank). Enraged, I told the service advisor and he ordered the service technician to come out and clean the steering wheel. Wiping off the motor oil with an already dirty towel was not going to get the job done. I left in a hurry, despite their asking to review the level of service provided. Since then, I have not visited their service area.

The second experience was as streamlined as possible. Constant communication at Lexus of Riverside from both my service advisor and service technician. Obviously, I am more hesitant on taking the car to the dealership, but through referrals and great advice from friends there, I did not have a single worry. Recalls were performed, issues were dealt with accordingly (broken parts from wear and tear that needed replacing....free of charge, mind you), and there was not a single issue with any of my aftermarket property. The men and women at this dealership and service area go out of their way to exceed the level of expectation from having work done at the dealership. I have referred many friends to this particular dealership for service because of their genuine care for the customer. Kudos to Lexus of Riverside!
 

Bulldog 1

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Interesting you should post this topic now.
I just got through emailing the general manager of my dealer, who just happens to be the number one volume Lexus dealer in the world, J.M. Lexus in Margate, FL.
I've purchased eight Lexus vehicles between 2006 and 2015. Six of the eight came from J.M., the last four in a row.
Three weeks ago tomorrow, I took my 2015 ES350 30 miles north for a free scheduled maintenance. It took nearly three hours but we were fine because the dealership feeds you while you're there. Subway sandwiches, cookies, ice cream and soda all at NC. I also chatted with the GM, took a test drive in an IS 200t to kill time.
On Monday, May 30th, a national holiday, I was washing the two Lexus cars when I shockingly found myself staring at a right rear wheel with only four lug nuts and a missing valve stem cap.
As I was in the middle of car washing, trying to beat the ominous summertime weather closing in, I called the dealer to advise what had happened.
It took awhile on hold, being persistent to NOT hang up until I spoke with a manager, and facing a mad dash 30 miles north on suspect wheels. If one had fallen off, how many more were loose?
A manager finally answered after 15 minutes, understandable on the biggest sales day of the month.
She took my info, called back 5 minutes later. As VIP customers at J.M. (stickers on our inner door jamb say so!), they made a bad situation into the best possible.
Over an hour went by, and the very same technician who had worked on our car at the dealer drove down in an NX 200t with lug nuts and torque wrench. He proceeded to install the missing lug nut, torqued the remaining on all four wheels, and left two extra behind just in case it happened to this car or my 2015 IS 250 F Sport as they both use the same OEM parts.
WHO DOES THAT?
I was dreading racing to the dealer on my precious day off to be harassed by all of this and the dealer had their tech drive 60 miles RT to come to our home so as to not endanger us.
I bypass two other local Lexus dealers less time and distance away with whom I've had negative sales and service experiences to exclusively maintain my relationship with J.M.
And this is why we've been doing business with them from 2008 to 2016.
They know us well and we're greeted and treated as such based on our loyalty and the amount of business we've done with them. I know of no other dealer - Lexus or otherwise - who would have done what J.M. did.
 

GSCT

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I have to say I am impressed by the level and consistency of service I get at Lexus of Oakville. Some of the horror stories I've heard about other premuim car companies' service (Mercedes anyone?) makes you glad Lexus puts such an emphasis on customer care.
 
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Just to be clear, they did all repairs under warranty? No service charges to you?

Yes, it was all under warranty. I did not know it was the oil cooler pipe, but had a hunch. I did not expect them to clean the interior but they gave me the full service without a charge.
 

corradoMR2

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Top notch service at Erin Park Lexus. They truly have a customer first approach to satisfy even the most demanding of needs. And believe me, I am VERY demanding.

Latest one: I got replaced my Nav screen on the NX (common issue with IS and NX anti-glare coating rubs off easily)

Others over the years with "unscheduled maintenance", all at zero cost to me:

- 2008 IS: Passenger seat headrest replaced because the stitching was slightly misaligned/asymmetrical vs the other headrest! Brand new headrest ordered and replaced! :blush:
- 2011 CT: steering wheel developed crease cuts near the top left side. Could have been me/wife with our wedding rings. Brand new steering wheel ordered and replaced! :blush:
- 2014 IS: Battery drain issue. Got new battery, but issue resurfaced. Latest - got new ECU (root cause determined by Lexus). :waving:
- 2015 NX: occasional ticking noise over bumps front left side. New AVS coil, damper, bump stop, etc ordered and replaced. (Unfortunately tick is still there). :expressionless:


A few other issues I'm not listing like a squeak here and there but all minor in the grand scheme of things. I never had a mechanical or other issue that left me stranded to call a tow truck. I'm very demanding of Lexus, yet they (Erin Park) has NEVER turned me down. :waving::thumbsup::)

Oh and Lexus loaners... I got one EVERY time I asked for one even for a minor service! Superb team there known on a first name basis from service staff to the owner.
 

Brooks2IS

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Thinking back... way back... The dealer picked up my mother's brand-new 2006 GX470 for it's first handful of services at her work (about 35 miles from dealer), left an ES or an RX in it's place, and brought a freshly washed GX the next day. Now that's some service! Never touched a service advisor's desk for a year or two. Yet another reason we've been customers at the same place for the last decade.
 

krew

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I called up Lexus at Royal Oaks, they took my RX in and made an opening for me. They shuttled me to work. I returned in the late afternoon and they fixed the oil cooler pipe, did an oil change, cleaned the car inside and out and I was able to drive home that same day. I was never a customer there and I was considering Canadian Tire, but luckily I was near Lexus at Royal Oaks and decided to go with the trusted route.

I'm a big fan of Lexus of Royal Oak -- been there a couple times, even once to have my CT serviced while driving it home from Vancouver:

https://lexusenthusiast.com/2014/09/02/lexus-ct-owner-blog-the-cross-country-trip/
 

mikeavelli

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The last experience I had with the dealership I bought my LS 460 from was so low class and disrespectful I still am trying to plan my course of action. Obviously I am in a difficult position based on my relationship with corporate/Vossen etc. But I am not sure how this GSM got their position or how they will keep it. It was unbelievable and my peer told me in 30+ years no one ever has spoken to him like that before.

Contrarily I just dealt with Lexus of OpenRoad in Vancouver and it was amazing. Before that Lexus of Park Place in Dallas (Plano) and they were really really as good as it gets.
 
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IS-SV

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Very good dealership service experience yesterday. Although who knows how long it will take to get my IS dash and door panels (via warranty enhancement)...
 
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I have owned 12 Lexus models starting with the 1993 SC400 (3) LS (4) RXh (3) GS (2) and all with Spinelli in Lachine Que. I have never ever had a less than perfect experience with service. I have also never experienced a breakdown, and so far only schedule an appointment for routine service. My friends who drive BMW, Mercedes, Audi are only happy with their badge. Always complain about the service, and for some stupid reason can't bring themselves to drive a Japanese car, BE TREATED LIKE A SOMEONE , not even test drive one.
 

IS-SV

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Very good dealership service experience yesterday. Although who knows how long it will take to get my IS dash and door panels (via warranty enhancement)...

Nobody called/emailed/texted/mailed me so far (since June). I need to follow up in December.
 

Brooks2IS

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Nobody called/emailed/texted/mailed me so far (since June). I need to follow up in December.

Still very surprised at the difference in the service I've received vs yours... my panels were here in a matter of weeks. I wonder if there were different allocations for states?
 

RAL

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Yesterday I found my way to our dealer, Lexus of Louisville. Our service advisor KT greeted me with her usual warmth and kindness asking how I was ... and typically my Pavlovian response was that I was fine. Then I paused and said no, that was a lie. I had just come from a hospital nearby where my brother-in-law lay in the ICU close to death. Her expression changed as she asked me if she could give me a hug.

I just needed to get away from that hospital and it occurred to me that the NX needed a wash, a windshield wiper checked, and L of L was close by. When I came down from the upstairs lounge where I had enjoyed the welcome diversion of some fresh coffee, I saw the NX clean and waiting in the exit service bay. KT said they had replaced the problem wiper. As I turned pulling my wallet from my back pocket, she smiled and said, "No, this one is on me. You'll be in my thoughts ..."

Tonight I am grieving the loss of my brother-in-law, but my heart is uplifted by the goodness of people. Peace and goodwill to all.