Having My Us Is250 Serviced In Canada (i'm Kernaydian!)

[schitzo1978]

Hi,

I bought a 2007 is250 RWD, from a Canadian Broker 1.5 years ago. He had it purchased in Florida and had it trucked over to me, registered, plated, keys in hand.

I took the car to my Local Lexus Dealer (Spinelli Lexus, in Pointe Claire, Montreal, Canada), a few weeks after I got it, had them take care of a squeek from under the steering column. Also had them put on a rediculoulsy expensive clear bra (i think it was over 400$), had them put Nitrogen Gas in the tires (50$+) etc.

Did my first oil change/ checkup, cost me 250$+ for a simple oil change and a basic overlooking of the car.

I called just earlier to take it in for another service (i store the car in winter and literally have 4200 miles on it...but that will change real soon).

I also asked to have the creeking/crackling dash taken care of (it drives me crazy!!), a plastic on plastic vibration that i hear behind the rear passengar side, as well as the Front Brake Dust TSB, the Auxilliary Input IPOD TSB, any open recalls for my car and an Oil Change.

Firstly I left a message for the service technician at 10 am and he only called my back at 6pm.

Secondly, he went off on how my car is from the US and that Canadian Lexus dealerships have decided that because I imported my car, I am no longer entitled to a courtesy car AND that they will not wash my car after any service is done.

In the past they DID offer me a courtesy car and DID wash my car.

He was going on about how they want to discourage Canadians from buying their cars south of the border.

I got into an argument with him that i didnt really feel like getting a lesson in international economics from him ( I have a masters degree in International Business), but reminded him that i saved 13K on my car by buying it in the US, had i not been able to get it there, i would NOT have purchased the same car in Canada and hence they would not be making service dollars from me! Seems like they are the ones winning in the end....but I digress.

Has anyone else heard of this, should I call Corporate and make a complaint???

Before buying my car I made 100% sure that the warranty was totally valid in my home country. AND It was, now they are removing the little fringe benefits that lexus owners enjoy. I sarcastically asked the tech on the phone if I was still entitled to sit on their leather sofas and have a coffee, or if that was now no longer included.

Lastly, he told me that I would have to get a fax with whatever outstanding recalls there were on my car as Canadian Dealers dont have access to the US database of cars.

I told him that I found it to be a little counterproductive that he could do warranty work on my car, but that I would have to hunt down the open recalls on it myself.

Whats going on with lexus Canada and Lexus Corp. ???

I am all ears..and a little peeved right now.

schitzo1978

Montreal, Canada

[SKperformance]

The problem is the dealer and not lexus.

Car wash and loaners is all up to the dealer , and the service advisor . lexus head office has no control over either.

Sorry , i bought my first Lexus 10 years ago and they would not give me a loaner or wash because i did not buy it from their dealership but another local one.

[schitzo1978]

really henh... ok.

It's just that I read on the Lexus website somewhere (a while back) that courtesy cars are a part of the "lexus service". I wasn't aware that it was left upto the dealer to interpret as he sees fit.

What he told me on the phone was that all Canadian Lexus Dealers agreed that they would not be providing the aforementionned service to people who purchased their car in the US. Needless to say...the next time I purchase a car, I will definitely NOT buy one from a Canadian Lexus dealership.

still a little peeved.

[tex2670]

Courtesy cars must be provided, per corporate policy, for warrantied repairs taking 8 hours or more, or overnight. Anything short of that is up to the dealer.

If discussing your matter with the general manager of the dealer does not get you a loaner and wash, then take your business elsewhere. I think it's pretty dumb to tell a customer you won't even wash the car b/c he bought it somewhere else, and risk losing the service relationship and potential customer referrals.

[schitzo1978]

I called Lexus Canada to see what they have to say about this situation.

They fellow on the phone was quite friendly and polite, he logged the issue and will have the resolution team look into this.

He mentionned that I can expect a call back in the next 3-5 days.

Whatever the decision is i want to hear it from corporate.

I dont want local dealers deciding what the policy is.

If dealers start not offering service cause you bought the car elsewhere then they may as well just get rid of it all together.

People will travel hours to save several thousand dollars when they make their 2nd largest purchase (after a home).

It's rediculous to think that they will only return to that dealership for service.

I just dont like the way the dealer was trying to give me the impression that they make NO MONEY from service.

Tires, maintenance, Accessories, collision repair, detailing all of those things surely make them a hefty profit, especially with what my local dealership charges per hour.

I will post back once corporate gets back to me.

Enjoy the weekend.

Schitzo1978

in Montreal, Canada

Courtesy cars must be provided, per corporate policy, for warrantied repairs taking 8 hours or more, or overnight. Anything short of that is up to the dealer.

If discussing your matter with the general manager of the dealer does not get you a loaner and wash, then take your business elsewhere. I think it's pretty dumb to tell a customer you won't even wash the car b/c he bought it somewhere else, and risk losing the service relationship and potential customer referrals.

[LEXUS IS250 AWD]

$250 eh

$95 for an oil change at my local Lexus dealer. I have a friend that used to be a Toyota mechanic, advised me to just take my IS250 to any Toyota dealer, oil change = $52 (tax in).

[SKperformance]

Well atleast it will be looked into , more than likely they will take the car in and provide a loaner. The member in the US mentioned they HAVE to but that only applies to warrenty service requiring the car overnight that they provide a loaner.

Unlike the US Canadian dealers are lazy and cheap , they have little in the way of customer service and the staff is not as knowledgable as they should be.

If i had a wish it would be to get involved with Toyota's dealer network and help them revamp the way they treat customers and their cars as it really is lacking for a luxury brand. Leather couches and free coffee can be had at starbucks for less than an oil change.

[mr_raider]

The dealer is under no obligation to give you the car wash (i.e. scratch your clear coat) or the loaner for routine service. He must however honor the warranty, since Lexus has not rescinded their warranty on imports.

As a side note, it's cheaper for me to take may car to regular garage, rent a car and then have the Lexus detailed elsewhere than to do my service at SPinelli.

TOyota President on Ste Catherine W will work on your Lexus, no questions asked, for much cheaper. Ask for Stephane. He even reprogrammed my TPMS for 40$

[smooth1]

I just had a thought, What if I live in Florida, and drive my car to Canada for a vacation, and while on vacation something happens and I need warrantee work? Because I didn't buy my car from them I don't get the same level of service? Hmmm, this just sounds wrong. I somehow don't think this is what Lexus corperate would want.

[mr_raider]

I just had a thought, What if I live in Florida, and drive my car to Canada for a vacation, and while on vacation something happens and I need warrantee work? Because I didn't buy my car from them I don't get the same level of service? Hmmm, this just sounds wrong. I somehow don't think this is what Lexus corperate would want.

You will probably be well treated because you are visitor. Canadian dealers go out of their way to mistreat Canadian residents who imported US cars.

[NicLX470]

That's just stupid. Hopefully your call to corp. will get them in trouble.

[schitzo1978]

UPDATE:

Got a call back from Nathan at Lexus Canada.

As per Lexus Canada the Dealer is under NO OBLIGATION to provide a coutesy car OR car wash to ANY Client. Even if you bought the car in Canada.

It is 100% up to the dealer to proceed as he sees fit. So if the dealership decided he doesnt like your face, or times are too tough, you can kiss your courtesy car and courtesy was bye bye.

He did mention that if repairs were very lengthy they would have to provide me with a car, BUT when I asked exactly how long, he either was unable to or didnt want to commit to a firm answer.

For the user who made a comment about my 250$ oil change, it was my first oil change, and they put the whole.... we need to check all the fluid levels garbage on me.

Seeing as how I didn't want to risk any warranty issues i went along with it, but when i saw when the second scheduled serivce includes (check tire pressue, check wiper blades and a whole bunch of other garbage that any idiot could do etc.), i decided that i would simply go for an oil change.

I will though in the future go to a toyota dealership for oil changes...40$ sounds alot more reasonable than 95$ and the oil filter is in fact a toyota part.

Especially after the garbage service that Spinelli Lexus in Montreal is offering their "patrons".

[bartkat]

Those garbage items that any idiot can do you can do yourself.

[schitzo1978]

yeah thats what i was illuding to, my idiotic time costs 0$ per hours, i dont need to pay 120$ an hour to have someone check my tire pressure, check my wiper fluid, check my wiper blades etc.

on a side note, i was scheduling to bring in my wife's volvo s40 for a 40 000 km service...you have to see the list of what they actually do....total nonsence and they charge.......close to 300$ for the service...one of the items is reset service indicator light...they are the ones that make it go off !!! and lastly..hourly rate for labour 130$/hr !

[lavalwolf]

SC, a little off topic, but even with the exchange rate, I am considering an IS350.

Would really like to discuss your purchase experience with you if possible.

Thanks

[mr_raider]

In theory, US LExus dealers are forbidden to sell new cars to Canadian residents. Either you buy used, or get an Infiniti.

[schitzo1978]

you how theories go right....

I got a brand spanking new one off the lot.

;)

[schitzo1978]

Hi Following, a few "verbal" exchanges with my local Lexus Service Manager.

I decided to take my IS250 to a nearby Toyota Dealership for a scheduled oil change instead.

Asides from not having leather couches or complimentary coffee, the service was excellent. Used their complimentary shuttle service to get a work drop off.

a 4pm pickup from work, to go pick up the vechicle.

Over all cost 49$ taxes included (Canadian Dollars).

The local Lexus Dealership uses the same Oil, the Same Filter, the same rubber seal....charges around 100$ (Cdn).

Obviosly no courtesy wash or car...but as discussed in an earlier thread, we Imported car owners arent entitled to it as per new policy.

So asides from warranty repairs...Lexus ain't seeing a penny of my money.

Asked what the filter and rubber o ring costs, in the event i wanted to follow a tutorial on this site and do the change myself... o ring 60 cents, filter 4.50...wow, 5 shmackers.

Question I had is if anyone is aware of what type of oil Toyota uses for their oil changes.

cheers,

schitzo1978

[bartkat]

Very rarely would anyone get a loaner car for just an oil change. Even in the US it's mostly for jobs that take more than 4 hours or when the car has to be kept overnight. They just don't give out those loaners like jelly beans.

[SKperformance]

oil costs are $10-15 bulk $3 disposal fee , $12 for the tech .

[smooth1]

Hi Following, a few "verbal" exchanges with my local Lexus Service Manager.

I decided to take my IS250 to a nearby Toyota Dealership for a scheduled oil change instead.

Asides from not having leather couches or complimentary coffee, the service was excellent. Used their complimentary shuttle service to get a work drop off.

a 4pm pickup from work, to go pick up the vechicle.

Over all cost 49$ taxes included (Canadian Dollars).

The local Lexus Dealership uses the same Oil, the Same Filter, the same rubber seal....charges around 100$ (Cdn).

Obviosly no courtesy wash or car...but as discussed in an earlier thread, we Imported car owners arent entitled to it as per new policy.

So asides from warranty repairs...Lexus ain't seeing a penny of my money.

Asked what the filter and rubber o ring costs, in the event i wanted to follow a tutorial on this site and do the change myself... o ring 60 cents, filter 4.50...wow, 5 shmackers.

Question I had is if anyone is aware of what type of oil Toyota uses for their oil changes.

cheers,

schitzo1978

Here they use Castrol. But you can use any 5w30 brand oil. I use Amsoil, alot of people like Mobil 1. I do reccommend using Toyota oil filters though. They really are a very good oil filter. I buy them 3 or 4 at a time from to save a few more bucks. Changing the oil in the IS350 takes me 17 minutes, start to finish. (I kind of cheat though, I have an oil pump that draws the oil from the pan, so I don't have to crawl under the car to drain it.

[mr_raider]

If you are picky about oil, you can bring in your bran if you like.

[bartkat]

I prefer raisin bran.

[schitzo1978]

Hello all,

After lengthy discussions here with regards to my US imported IS250 (in Canada).

I finally got around to taking my car in for

- Creaking dash board

-TSB front Brake Dust Issue

-Aux Ipod Input issue (which they dont seem to know about and may not perform)

-Feul Rail recall

(i cancelled my oil change and did it at toyota for half the cost...give)

So i drop the car off and am advised that it will take up to 2 days.

And they they ask if i need a lift anywhere?

I told them that I understood that I would not be given a courtesy car for repairs that take a few hours but 2 days.....is a long time.

They did not want to budge at all, i asked the service manager how much they bill Lexus Corp. for warranty repairs...he told me 110$/hr CDN.

Given that they have at least 6-7 hours of work on the car (he told me 4 alone for the fuel line recall), that surely a nice little profit given that they pay their techs peanuts.

SPINELLI LEXUS IN MONTREAL>>>>>

I am totally speechless....they will NEVER get 1 dollar of my hard earned $$

update: called lexus Corp. if anyone one repair is less than 8 hrs of work you are not ENTITLED to a courtesy car. if you have 7 repairs at 7 hours a piece..no courtesy car for you! how rediculous is that?

[IS_Willie]

It's not about the Lexus policy. It's about the dealer, and how willing they are to accommodate their customers. My dealer here in So Cal, (Lexus of Cerritos), has given me a loaner for things as simple as my 5,000 mile service. I'm sorry to hear that, especially in this financial climate, they are not willing to do something as simple as issue you a loaner car to keep you happy.

Hello all,

After lengthy discussions here with regards to my US imported IS250 (in Canada).

I finally got around to taking my car in for

- Creaking dash board

-TSB front Brake Dust Issue

-Aux Ipod Input issue (which they dont seem to know about and may not perform)

-Feul Rail recall

(i cancelled my oil change and did it at toyota for half the cost...give)

So i drop the car off and am advised that it will take up to 2 days.

And they they ask if i need a lift anywhere?

I told them that I understood that I would not be given a courtesy car for repairs that take a few hours but 2 days.....is a long time.

They did not want to budge at all, i asked the service manager how much they bill Lexus Corp. for warranty repairs...he told me 110$/hr CDN.

Given that they have at least 6-7 hours of work on the car (he told me 4 alone for the fuel line recall), that surely a nice little profit given that they pay their techs peanuts.

SPINELLI LEXUS IN MONTREAL>>>>>

I am totally speechless....they will NEVER get 1 dollar of my hard earned $$

update: called lexus Corp. if anyone one repair is less than 8 hrs of work you are not ENTITLED to a courtesy car. if you have 7 repairs at 7 hours a piece..no courtesy car for you! how rediculous is that?