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rajkal

Trust Broken

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Hello

I have a 2008 RX350. The arm rest on the driver side door was squeaking so I took it to Regency Service Center in Vancouver, BC, Canada.

They returned my vehicle in the evening saying, they padded it and its good now. This was a few months ago.

Fast forward to last month. I took my vehicle to Lexus of Bellevue, WA as the squeak had returned in 2 days of Regency Lexus 'fixing' it. Lexus of Bellevue said they can not fix it, and diagnosed the following -

TRIM FOR MIRROR BOLTS BROKEN

FOUND ONE ALIGNMENT PIN FOR DOOR PANEL IS BROKEN.

ALSO FOUND INSULATION PAD ON DOOR PANEL HAS BEEN REMOVED AND RESECURED WITH SCOTCH TAPE

I am so disappointed that the service center tried to cover up their errors with TAPE!!!???

Its one thing that they tell me that things have gone wrong and they will do whatever it takes to fix it, but covering up and assuming I wont find out cos its not visible, is shameful.

Now, my dilemma is should I trust my vehicle to someone, when that trust is shaken?

I hope Lexus Corporation are skimming through these forum posts to keep their promise of 'Customer Satisfaction'.

Lexus has been one of the companies I admire the most, but some dealerships are spoiling the reputation.

I want to give 10/10 to

Lexus of Greenwich, CT - Thats the Service Center I used to go to when I lived in CT

Lexus of Bellevue, WA - This it the Service Center I go to now, living in Vancouver, BC

I am disppointed with

Lexus of North Vancouver, BC

Regency Lexus, Vancouver, BC

I personally feel, Lexus Service Centers in the USA treat their customers very differently that Lexus Service Centers in Canada. Standards of excellence are way higher in the USA than in Canada. Thats why I dont feel like taking my Lexus to the Service Centers closer to home :(

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