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20k Service Coming Due

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My 2006 IS350 is about 1500 from the 20K service. I wanted some opinions on people who have had this service accomplished. What does it entail? Also, I had a 2001 IS300 a few years ago, and Lexus was awesome with the service, everything was covered, including the service. When did this change? I hear testimonials of overpriced and horrible service. Has the customer become that irrelevant to Lexus? Thanks for any information you can provide.

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