Lexus Service Dented My 2009 Ls 460 Awd

[EgermPA]

I brought my new 2009 LS460 AWD into the dealership for the scheduled free 1,000 mile servicing. After I waited about an hour, a very busy service manager informed me that their service "valet" accidentally made a dent in the rear passenger door of my car, but they would fix the dent. He said I would get a loaner car, but it would take a week to get my car fixed at their body shop. When I inspected my car, I saw a dent on the rear passenger door and also the side of the car. Their are bad scrapes on the right side, which will need to be repainted. Naturally, I''m pretty upset. I''ve only owned the car for four weeks! I wonder if the market value of my car has declined, because it has now been in an accident. The Lexus service manager was too busy to speak with me further, and I suspect that he never saw the damage. One service guy did apologize for the incident, and, as I drove away in a loaner IS250, cheerfully wished me a Merry Christmas, however.

Any advice about what I should do? Has this accident damaged the market value of my car? Is there somebody at Lexus that I should call?

[BillyShaft]

Man, that is a tragic story...

1000 mile service?

[EgermPA]

Man, that is a tragic story...

1000 mile service?

I read that Toyota is losing money, and I am guessing that they are cutting costs everywhere. The service manager had a number of people waiting to see him.

I had a family dinner last night, and I had to explain why I was driving a small loaner car with the dealership name written on the rear window in very large letters. Right now, I am forced to drive an advertisement for a terrible dealership.

[dcfish]

I feel your pain (really). I had a 96 camry in the body shop for rear bumper cover and when I went to pick it up there was a dent on the trunk, Looked like it was made with an awl or ice pick. Then they had to send out a pdr guy to fix it. I couldn't beleive they were going to give the car to me with that highly noticable dent and noone knew how it got there <_<

Merry Christmas

[GOLDPLATER]

If it's a lease you better be sure to get documentation so you have a record of the incident when it comes time to return the car at end of lease term. If it was a straight buy, it will probably show up on CARFAX report & may or not matter depending on how long you plan on keeping the car.

John

[EgermPA]

The dealership won't tell me anything. I called Lexus corporate, but they are closed until December 29. So, I contacted the Consumer Affairs Division of the Attorney General's office.

And, I learned something interesting. Apparently, I am not the first person with this problem. There is at least one other complaint for this same Lexus dealership for exactly the same problem! They damaged somebody else's new Lexus on the very first (1,000 mile) servicing. The guy who owns the Lexus dealership also owns a Toyota dealership. I wonder if the cars are getting damaged when they are driven to the other dealership for servicing.

At any rate, this is the third day without my new car. I am not happy.

If it's a lease you better be sure to get documentation so you have a record of the incident when it comes time to return the car at end of lease term. If it was a straight buy, it will probably show up on CARFAX report & may or not matter depending on how long you plan on keeping the car.

John

[eightyfour]

Don't ask. Demand that the damaged car be replaced with a new one. If you make enough noise you could get a replacement.

[1990LS400]

I've had a remarkable number of damage incidents at car dealers over the past 40+ years. Having a car damaged is unpleasant but it is not the end of the world.

Most of the damage has been done by porters, the clean up crew, and the less skilled dealer staff who perform tasks like oil changes and tire rotations. In an attempt to at least minimize damage, I usually ask that our cars not be cleaned and washed. Especially at the Lexus dealer, I do a "walk around" inspection with the service writer so that he notes all existing blemishes on the work order.

Because of all the damage, I long ago started doing most oil changes, tire rotations and minor maintenance myself and to take our cars in for service only every 30K miles or if something breaks. We've had relatively little damage since I adopted these tactics.

Cars are sometimes damaged during shipping and there are very large body shops at ports of entry to correct this damage. New cars that arrive at dealerships with damage go directly to a body shop or to one of the legend of mobile independent contractor touch-up specialists. If you have bought several new cars, chances are high that you have bought one that has had at least some minor touch-up body work between the factory and the dealership.

I hope your car gets fixed properly -- most do. Unfortunately, yours is not a particularly unusual situation.

[SW03ES]

How awful! I too have had my car damaged at the Lexus dealership, they were very upfront about it and agreed for my shop to fix it with very little trouble...

I'd never let them touch it again...

[LexusLadyES330]

It didn't help the value I can promise you that. Also, that is very rude that the GM would net personally speak with you to make sure things are ok. Are they kidding? I would bring it up to someone next time you are there and see about a complain form that you can file with Lexus directly. They will have no choice but to make it up somehow, they care about there reputation unlike other companies that I won't mention.

[SW03ES]

Well, the dealers are independently owned. Lexus has some power over them, but not much.

If the repair is done properly you won't be able to tell and it shouldn't hurt its value, but the question is can this inept dealership do the repair properly? I would have taken it to an independent shop and made the dealer pay.