The Dealership Lost My Car!

[DaSwede_420]

I just wanted to let everyone know that the lexus dealership in Kernersville NC gave my car to another one of their customers! I went to pick it up when they called me and said it was ready (about 3pm). They said they would have my car back to me by 5pm, and that they would call me when it was back. I waited till 7 and so i called them and they had no idea where my car was and no one offered to even find it. THe car was needed to transport my staff to a dental meeting in Va at 6am the next morning. This fact was made known to the dealership before i left the dealership. Consequently, they did give me a loaner car, and i had to use it to go to the meeting in VA. Due to having to transport the car so far from the area I was late picking up my staff. The service representative called at 10:30am the next morning to say that my car was on the lot and ready to pick up. She said she had repeatedly tried to call us all morning, but had not at all the night before. She admitted she had not called the night before as she had promised to do. I asked her if she had talked to the evening service manager, she did not answer my question, so i repeated it. She then said, he had asked her if she had taken care of it, and she said she had. I learned that the car was supposedly on the lot after 6pm as it was supposed to be, however i was told by the evening supervisor that the car was not anywhere on the premises.

I asked the service rep. to have the car cleaned (since a mother with children had driven it supposedly), she never commited to anything other than to stick her nose in the car to see if it smelled bad.

I had almost 900 dollars worth of work done, and this is my first experience at a lexus dealership, is this typical? How should I respond to this poor service & inefficency?

[1990LS400]

Are you saying that the dealer service department gave your personally owned vehicle as a "loaner" to another customer?

If so, that is outrageous. No one other than a dealer's employees or subcontactors should be allowed to drive a customer's car. It would have been "interesting" from an insurance standpoint to have seen what would have happened if your car had been involved in an accident. Were there any extenuating circumstances? (i.e. Is your car identical to the other customer's car - was it a "somewhat honest" - but stupid - mistake?)

I suppose what you do depends on whether you plan to use this dealer in the future. Demand a complete explanation in writing and signed by the general manager. Consider contacting Lexus corporate. Ask for some "freebies" - no, ask for a whole boatload of freebies - maybe the next 100,000 miles of service for free.

Just when I think I've heard of everything...

[DaSwede_420]

Are you saying that the dealer service department gave your personally owned vehicle as a "loaner" to another customer?

No, the dealership did not give my car as a loaner.

My car was the same model as another customer, but the two cars were very different! Mine is clean, while the other customer has dirty seat covers and peeling paint on their GS. It was an honest mistake to begin with, which i understand, but the way they have handled it, not to mention i still dont have my car yet!

i think it would be reasonable to have them detail my car for free at the minimum.

[1990LS400]

i think it would be reasonable to have them detail my car for free at the minimum.

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You are certainly being more charitable to the dealer than many would be.

A good dealer service department should be matching a tag on the customer key with the repair invoice to make sure the right car is delivered back to the customer.

Is the dealer just lining up the serviced cars with the keys in the ignitions and letting customers choose which one to drive away? If so, try to take an 06 GS430 next time. ;)

To answer your original question about whether this level of service is typical of a Lexus dealer ... I normally use an independent repair shop and have used the local Lexus dealer mainly for warranty service over the past 15 years - the next closest one is 150 miles away. The dealer has made lots of mistakes, caused mostly minor damage, lied through their teeth a few times,offered me the equivalent of a bribe (lots of free service which I did not accept) to not speak with Lexus corporate, and has been generally clueless on the features their cars have.

I know there must be some really great Lexus dealers out there - but the local here is not one of them. But then, I'm a real "stickler" and expect service writers and mechanics to know a lot more about cars than an amateur like me.

Here I go again - going on another rant about the damned dealer.

[SKperformance]

That is not an honest mistake it is a completely stupid mistake.

I would press the dealer for some sort of reimbursement for their utter and complete lack of employee quality control.

[Lexusfreak]

That is not an honest mistake it is a completely stupid mistake.

I would press the dealer for some sort of reimbursement for their utter and complete lack of employee quality control.

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Agreed! No way that should have happened.

[Simple]

It is interesting that the other customer took your car without saying anything.

[pearlwhite97ES]

lol I think the other customer was like damn your detail shop worked wonders on my car ty ty if I were you I would demand something for the mistake.

[vtmodern]

I suppose what you do depends on whether you plan to use this dealer in the future. Demand a complete explanation in writing and signed by the general manager. Consider contacting Lexus corporate. Ask for some "freebies" - no, ask for a whole boatload of freebies - maybe the next 100,000 miles of service for free.

Just when I think I've heard of everything...

Calling Lexus Corporate will only get you more upset. They will politely tell you to contact the manager of the dealership. They will tell you that they are confident this will all be worked out to your satisfaction by the dealer.

I would say, you have seen enough of their "work". I would not even let them wash my car in my presence. I bet the problems go all the way to the top of the dealership, so talking to the general manager will be just as upsetting.

If you can get a partial or complete refund (not credit) for the "work" done, take it and never go back again. I would request that in a carefully composed letter. Otherwise, I would try to let go of the experience and find an independent shop.