Get Lexus Dealer Repair Quotes In Writing!

[CUMan]

There is a lot of Lexus dealer bashing on this forum; however, to this point, I have not been a participant in this. I purchased both my cars (a 1994 ES 300 and a 1993 LS 400) from a Lexus dealer and have no complaints or criticisms of their sales force and their actions. The sales person I dealt with was very helpful and professional and seemed to care about doing all he could to make my buying experience the type that would bring me back.

I wish I could say the same about their service personnel. I do most of my service work myself and have an independent garage (that I trust) to do that work which I feel inadequate to handle (timing belts, water pumps, etc.). However, there are times that I have to break down and trek to the Lexus dealership to have something done that the garage people cannot handle.

I had such a situation in March. My wife's ES 300 has had air conditioning problems for about two years. The cold air would go and come during the hottest part of the year. My garage people told me that the refrigerant level was okay, and they had no idea what was wrong.

Several months ago, when I first started reading on this forum and the Club Lexus forum, I quickly figured out the problem with the air conditioning - the expansion valve was faulty.

I called an independent car dealership which does sales and service on Lexus, and they quoted me $440.00 to replace the expansion valve and do the other work involved in this repair.

On March 15 I went by the Lexus dealer to talk with one of their service reps about this problem and to discuss a power steering problem with my LS 400. None of the service reps was in their office, and I was waiting for one of them to appear when a gentleman asked if he could help me. I told him I wanted to talk about some possible repairs to my cars.

He took me into his office, and we talked about the air conditioning problem. He was very familiar with the expansion valve problem on the ES 300's. He checked on his computer screen and quoted me a price of $419.00 less 10% to do the repair.

This certainly seemed reasonable to me, in light of the quote I had already gotten.

So, on April 5, I called the dealership, talked with one of the service reps, and set up an appointment on April 8 to bring the car in. During this call, I told him that I had been quoted $419.00 less 10% for the cost of the repair. He said: "that sounds about right."

April 8 arrives, and I take the car to the dealership. The service rep writes up the repair ticket, and I again tell him that I had been quoted $419.00 less 10% for the repair. He looks on his computer screen and then responds that the cost will be "about $390.00." I then left the dealership.

Several hours later, the service rep calls and tells me that I was correct on my diagnosis of the expansion valve being the problem; however, the repair costs would be $700.00. He would give me no explanation of why the cost had jumped so significantly. I told him there was no way I was going to pay them that much to do the job and to stop anything they were doing. I went back and picked up my car.

Last week, I had my car repaired at a local auto air conditioning specialist. They replaced the expansion valve and the receiver-drier, evacuated and refilled the refrigerant, and the total cost was $438.00.

I learned several lessons from this experience: (1) taking a car to a Lexus dealership for repairs should absolutely be a last resort. There seems to be some kind of disconnect here. How can a dealership sales force be so classy while their service people act like a school of greedy piranhas? (2) If you talk with a service person, and he quotes repair costs, insist that he put it in writing over his signature. I failed to do this. I didn't even remember the name of the gentlemen I talked with on March 15. (In a subsequent conversation with the service complaint person at the dealership, I learned that the person who quoted me the repair prices was apparently the Service Manager at the dealership.) I would assume that if I had told the service rep when I first talked with him that I had been quoted this price by the Service Manager, things might have gone differently.

I guess the thing that irks me most is that the service rep had two opportunities to tell me that the work could not be done for the amount I had been quoted. If he had done this, I would not have wasted his time or mine.

It will take a long time to forgive and forget - and it will certainly be a long time before I set foot in a Lexus service department again.

[Raymond7388]

Many jurisdictions require a service business to give written estimates. Cehck your local laws.

I find that dealers seem to bundle everything into one big charge. They are famous for finding lots of things wrong, and only talk about the complaint at the end.

As I noted in another post, check if there is a service consumer survey in your area. In the DC area, there are few dealers who rate up there with the best independent garages. One is a Chevy dealer, still family run. The grandson of the founder has a 1915 truck in his showroom. It seems that the guy cares.

I've never worked IN the auto business, but service seems to be a continuing problem. I wonder if new cars are so complex that the average tech really can't diagnose it. That could be a major part of the issue.

[rpwsrw]

i would email Lexus directly about the situation. they are normally pretty helpful.

[GRAND_LS 4]

Take it from me, if you dont own a 2 or 3 yearold lexus, chances are, they dont really care what you think, even thought, older Lexus' bring in more money due to higher out of warrenty repairs, but your just different to them if you dont wear a 20K watch, or wear expensive clothing. Sometimes i have to actually "dress up" to get decent, honost service, and my car isnt really that old (98 LS). It's sad, but true. and if you look very young, forget about ittttttttt.

Dont believe me? Ask all the 02-04 owners (esp SC guys) about thier experiance, and compare the responses with owners of 90-94 LS/ES/SC owners.

[Littletimmy]

Hearing lots of horror stories about Lexus dealerships around the country, I feel very fortunate to have the 'Lexus of Portland' dealership near me here in Portland, OR.

I am in my 20's, don't look rich, bring in my '91 LS400 and they treat me the same as I see them treat the 40 something guy with a $1000 suit on with his decked out LS430 or the 60 year old guy and his wife in their brand new Lexus that they're bringing in for the first time to be serviced. I never come in to the dealership dressed up (I wear jeans, t-shirt, hooded jacket, etc.) to buy a part or to talk to a service rep, and they are all very friendly and helpful.

I have complimented the employees that work there on their non-discriminatory attitudes toward me and all of them accredit their attitudes and behaviors to the management and ownership. They rave about how wonderful it is to work there. This dealership has really done a good job of getting the right people together and giving them the tools they need to succeed.

I feel so sorry for all of you out there who do not have a dealership that is run like this one. I also feel very fortunate.

[tempest_lexus]

I thought that I should probably add a reply in this forum since I'm sure everyone at some point will want to hear the opinion of an actual Lexus employee.

I have worked for the past year in both service, and now, sales for a Lexus dealership in the NW. First of all, there is some merit in the fact that the automotive service business is out to make the most money possible from each customer. This is just a matter of good business. Every service advisor is paid on commission, just like a salesperson. They make their livelihood off of what you purchase.

With that said, expect to hear that more is wrong with your vehicle AFTER you bring it in. Most service advisors will tell you EVERYTHING they find wrong with the car, including regular maintenance intervals that you may have skipped. It really depends on who your advisor is, and in general, a service advisor will serve you to the best of his/her ability despite your appearance. Of course there are some bad eggs out there and we all can identify them. The trick is to get to know your advisor, and if he's a !Removed!, then you should just ask for someone else, or ask to speak with the service manager. You'd be really surprised what can happen when you complain about the service of you are getting (I've seen it, believe me).

So let's say you get crappy service and you want to complain about it. Well the best, most hurtful thing you can do is fill out a customer feedback sheet and give a negative comment. And if Lexus sends you a survey, or calls you on the phone, make sure you take the time to respond. Each dealership is a part of the Lexus ELITE program. This Elite program requires that 97% or more customers give back PERFECT surveys. The dealership hates it when people give negative feedback and will do everything they can to right the wrongs that may have happened. My dealership takes this very seriously and constantly acheives Elite status. Not every dealership is Elite, so it's also a good idea to ask if they are. Elite status is awarded by Lexus of North America, and means that the dealership really worked hard to get it. By the way, each service advisor can also become Elite-certified, which means they personally got 97% positive feedback on their customers' surveys.

Bottom line, if you don't get what you expect, make sure to let your dealership know, or Lexus of North America. I have seen some outrageous things happen when customers speak up. Things I didn't know were possible.

Take my word, if you do your homework on the dealership in your area and get to know the staff in service or sales, you will have a greater chance of getting a better deal on your service, and you won't have to deal with as much BS as most customers do.

[OLY]

I thought that I should probably add a reply in this forum since I'm sure everyone at some point will want to hear the opinion of an actual Lexus employee.

I have worked for the past year in both service, and now, sales for a Lexus dealership in the NW.  First of all, there is some merit in the fact that the automotive service business is out to make the most money possible from each customer.  This is just a matter of good business.  Every service advisor is paid on commission, just like a salesperson.  They make their livelihood off of what you purchase.

With that said, expect to hear that more is wrong with your vehicle AFTER you bring it in.  Most service advisors will tell you EVERYTHING they find wrong with the car, including regular maintenance intervals that you may have skipped.  It really depends on who your advisor is, and in general, a service advisor will serve you to the best of his/her ability despite your appearance.  Of course there are some bad eggs out there and we all can identify them.  The trick is to get to know your advisor, and if he's a !Removed!, then you should just ask for someone else, or ask to speak with the service manager.  You'd be really surprised what can happen when you complain about the service of you are getting (I've seen it, believe me).

So let's say you get crappy service and you want to complain about it.  Well the best, most hurtful thing you can do is fill out a customer feedback sheet and give a negative comment.  And if Lexus sends you a survey, or calls you on the phone, make sure you take the time to respond.  Each dealership is a part of the Lexus ELITE program.  This Elite program requires that 97% or more customers give back PERFECT surveys.  The dealership hates it when people give negative feedback and will do everything they can to right the wrongs that may have happened.  My dealership takes this very seriously and constantly acheives Elite status.  Not every dealership is Elite, so it's also a good idea to ask if they are.  Elite status is awarded by Lexus of North America, and means that the dealership really worked hard to get it.  By the way, each service advisor can also become Elite-certified, which means they personally got 97% positive feedback on their customers' surveys.

Bottom line, if you don't get what you expect, make sure to let your dealership know, or Lexus of North America.  I have seen some outrageous things happen when customers speak up.  Things I didn't know were possible.

Take my word, if you do your homework on the dealership in your area and get to know the staff in service or sales, you will have a greater chance of getting a better deal on your service, and you won't have to deal with as much BS as most customers do.

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HI, I just purchase a used GS430 from one of the local dealers in the Seattle area. I would be interested to know which dealership you are talking about that has the elite certification from Lexus. I am very fussy as far as service goes and I check to see if certain services have actually been done. For now, I can either go to Seattle Lexus or Bellevue Lexus. I will certanily ask for a Elite certified service advisor, as I already have been given a sales pitch when calling about what kind and weight of oil is used. I purchased the certified car 2 weeks ago, so I have some home work to do. My biggest complaint so far, is the cost of a simple oil/filter change. $60.00 I asked the person I talked to what extra was included for that price? He just said "Oil, filter, wash, and its a Lexus" Needless to say, that was not a good answer!!! Input would be appreciated. Thanks Oly

[cruznroadking]

I agree with OLY. Not all dealers are bad. The dealer I bring my car to has been an Elite dealer 7 years in a row. I've sent friends & relatives there & they all seem happy. I understand that there are bad dealers out there but, the best thing to do is ask for references from other Lexus owners.

[cruznroadking]

Sorry, I meant to say I agree with Tempest. Also the dealer I go to charges $49.95 for an oil change which includes a car wash. And occasionally they send service reminder letters that give you 10% off on services.

[vcv10guy]

Sorry, I meant to say I agree with Tempest.  Also the dealer I go to charges $49.95 for an oil change which includes a car wash.  And occasionally they send service reminder letters that give you 10% off on services.

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Which dealer do you go to? I go to Coliseum Lexus of Oakland. They're a elite dealer as well and they provide great customer service. I wish Lexus of Serramonte was the same way because they're literally only a mile away from my house. Oh well.

[cruznroadking]

I go to Serramonte & have had great service there. I actually have a couple of friends that live in the East Bay & won't return to Oakland. I guess they've had some turnover lately. One goes to Concord & the other actually drives to Serramonte. If you have good luck at Oakland, more power to you. I can't say good or bad about Oakland.

[GRAND_LS 4]

I go to Serramonte & have had great service there.  I actually have a couple of friends that live in the East Bay & won't return to Oakland.  I guess they've had some turnover lately. One goes to Concord & the other actually drives to Serramonte. If you have good luck at Oakland, more power to you.  I can't say good or bad about Oakland.

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$39.99 Here with wash and vac.

But I bring in my Senthetic oil, and they charge me about 28bucs or so, not a bad deal if you ask me.

[chazmully]

Bottom line...for all the white shirts and ties and all the other pretentious trappings, Lexus dealers are just car dealers like any of them. Six months ago, all these guys were at the Chevy dealer down the street.

[BillH2]

I too have had my share of run-ins with new car dealerships. I had a car that was purchased with a warranty and needed to have the ignition module replaced. I could have changed it myself or had it done for the same price. (Pay the 50.00 deductible, or buy the module at a cost of 50.00) I had the dealership change it. When it came time to pick up the car, the labor bill was $100.00. They said they had to set the timing, and since that was a "tune up procedure" it was not covered by the warranty. Pointing out to them that since the distributor had to be removed to change the module in the first place resetting the timing was required had no effect, they wouldn't let me have the car until I paid. SO, I used a VISA card. Told the service punk that the charge would be disputed. The next week I called the dealership's general manager and related my displeasure to him. He took care of it. All I had to pay was the original $50.00. If wasn't for the fact that I had twenty years in the automotive industry, I would have been screwed.

[OLY]

Good for you!!!!! They sure want to charge a person for every little thing, but trying to get things done under warranty, thats a different question. I have been fighting with my East side dealer about what I consider warranty issues, but I just keep getting the run around and excusses.. Red carpet treatment before the sale, just try and get something fixed under warranty with out extra charges.... Good luck......

[srstark]

Many jurisdictions require a service business to give written estimates. Cehck your local laws.

I find that dealers seem to bundle everything into one big charge. They are famous for finding lots of things wrong, and only talk about the complaint at the end.

As I noted in another post, check if there is a service consumer survey in your area. In the DC area, there are few dealers who rate up there with the best independent garages. One is a Chevy dealer, still family run. The grandson of the founder has a 1915 truck in his showroom. It seems that the guy cares.

I've never worked IN the auto business, but service seems to be a continuing problem. I wonder if new cars are so complex that the average tech really can't diagnose it. That could be a major part of the issue.

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