I just wanted to let everyone know that the lexus dealership in Kernersville NC gave my car to another one of their customers! I went to pick it up when they called me and said it was ready (about 3pm). They said they would have my car back to me by 5pm, and that they would call me when it was back. I waited till 7 and so i called them and they had no idea where my car was and no one offered to even find it. THe car was needed to transport my staff to a dental meeting in Va at 6am the next morning. This fact was made known to the dealership before i left the dealership. Consequently, they did give me a loaner car, and i had to use it to go to the meeting in VA. Due to having to transport the car so far from the area I was late picking up my staff. The service representative called at 10:30am the next morning to say that my car was on the lot and ready to pick up. She said she had repeatedly tried to call us all morning, but had not at all the night before. She admitted she had not called the night before as she had promised to do. I asked her if she had talked to the evening service manager, she did not answer my question, so i repeated it. She then said, he had asked her if she had taken care of it, and she said she had. I learned that the car was supposedly on the lot after 6pm as it was supposed to be, however i was told by the evening supervisor that the car was not anywhere on the premises.
I asked the service rep. to have the car cleaned (since a mother with children had driven it supposedly), she never commited to anything other than to stick her nose in the car to see if it smelled bad.
I had almost 900 dollars worth of work done, and this is my first experience at a lexus dealership, is this typical? How should I respond to this poor service & inefficency?