Bad service experience at Lexus Westminster Ca

[Jrdonta]

 

5000 miles – the tires were over inflated and the maintenance reset light was not reset when the car delivered back to me until I had to address the service advisor.

10000 miles service was bad and my last visit at this location unless I have warranty service.

They did not inform me that 4 wheels have been scratched during 10000 miles services until I found out and report it to them

Four of my wheels got bad large deep scratch, and even chip at the holes & edge to insert nuts.  Obviously, they did not use right tool which were either short socket or long socket without protective plastic.

It took me 4 phone calls before service manager was available to talk to me on the phone.

Once I brought the car in, I believe I met service director name Todd and he agreed to have wheel specialist to fix them next week.   The thing bothers and makes me unhappy still is his 2 additional comments.

1.        The scratches are expected to happen during tire rotation sometimes.  I wonder if any customer would let his dealer to touch their cars if he says that to them.  His team did not do a good job which damage Lexus reputation and he should find way to improve and fix it.

2.       He suggested that he will refuse to do any service relating to the wheels for me in the future.  I wonder he is afraid that the wheel fix would not last or am I such a picky customer in which is he afraid to deal with.  Well, his dealer already lost my trust and I would not let any dealer touch my car unless it is free service or warranty service since my best friend happens to be the best mechanic.

 

[TrevC]

 

I would always advise anyone undoing wheel nuts on alloy wheels to use this type of socket which has nylon protection around it to avoid damaging the wheels

http://www.ebay.co.uk/itm/3-pc-Alloy-Wheel-Deep-Impact-Nut-Socket-Set-17-19-21mm-1-2-Thin-Wall-Kit-/252198421956?hash=item3ab83285c4:g:OY4AAOSwnipWYUmn

[Lexus_DK]

I'm sorry to hear about your experience at that particular Lexus dealership. But if anything the service manager should've done a better job in handling the situation. Most dealerships usually have a wheel repair/touch up contractor onsite. I'm not sure why that one didn't. And for a mechanic to have damaged your wheels, shows that they can careless about anything else about your car. Are there any other reputable Lexus Dealerships near by you can take your vehicle to. Any near Costa Mesa, Irvine, Newport Beach or Huntington Beach area?