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.