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.