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Lexus LS Dealers and Service Issues

82 messages,  Last post on Sep 16, 2009 at 7:13 PM

You are in the Lexus LS 460/460L Forum. Your Hosts are pat & karens

What is this discussion about? Lexus LS 400, Lexus LS 430, Lexus LS 460

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#23 of 82 Lexus Service by ahlick2 Feb 07, 2003 (7:00 pm)
I had always heard about the great service of Lexus, but so far I am very disappointed. I bought a used LS430 with 13,000 miles in Oct. 2002. I took to dealer for 15,000 mile check up. What a joke, one dealer wanted $495.00 The other dealer wanted $250.00 They said they check the computer to see if any faults show up. However it doesn't show up on the service order. When I paid the bill I asked about this and said that even though it does not show up on the service bill, they always do this on the 15,000 checkup. I suppose net they were going to offer me swamp property in Florida. I called Lexus Customer Service and was given no satisfaction at all. I requested to do a service survey and they put me into their automated survey in which I did not give them very high marks. I called again to Customer Service and again no satisfaction, their favorite saying is they are independent business people and they can charge what they want and perform different services even though it is the same 15,000 service. I have had Acura's for 10 years and wanted to try something different and I can tell you compared to Acura and Infinity, Lexus is not even on the same planet. What a disappointment. Larry
#24 of 82 Sorry to hear that by stevestein Feb 08, 2003 (9:10 am)
I had my 15K last week. It cost $275 and I got a detailed explanation of what was done, a new ES for a loaner and just great service all around. I'd blame the dealer, not the brand. I don't know about an "automated survey" but I always get one in the mail from Lexus. From the emphasis my dealer places on getting good grades I think these matter to them. I'd make my disappointment known to Lexus.   As to the price, they are correct there. A "standard" service has certain minmimum required parts, some Lexus recommended parts and a dealer can also add their own items to the list. You ought to be able to review these services and decline some. The price for a given service is also set at the dealers discretion, as each dealership has their own hourly rate, overhead and profit margin.   Service issues aside, I hope you enjoy the LS as much as I am.
#25 of 82 Sorry to hear that by stevestein Feb 08, 2003 (12:10 pm) by archer4 Mar 01, 2003 (5:02 pm)
Using the same dealer as stevestein, I have had just the opposite experience. So bad that I had to go to "Lexus". I do not consider replacing windshield wiper blades at 18 months a necessity. As stevestein said the dealer has their own items, mostly big profit items. These are know in the trade a gravy items. Pure profit, your order writer is trained to include these items in your write-up and if they forget the computer adds them. Just get a copy of "Automotive News" and read for yourself. My guess is the stevestein is employed by Catena or a friend of the dealer. I’ve purchased new autos since 1960, most cannot be trusted, and Lexus is not different. Lexus has a mailing address in your owner’s manual, and they do get back to you. It may take awhile but it is worth the wait. This is how I got satisfaction from the dealer.
#26 of 82 Archer4 - Bad guess by stevestein Mar 02, 2003 (9:34 am)
Sorry, but I don't know Ray Catena (or anyone that works for him other than those I met during the purchase and service). I certainly don't work for him. My previous cars were MB from the competitor in Oceanport, and this is my first Lexus and Catena family of dealerships car.   I find it amusing that you would just jump to that conclusion because I tried to explain things to the previous poster I had to be a mole for the dealer. Is this another symptom of 30+ years of distrusting people? Didn't you get the same opportunity to discuss things with the service advisor, and have to sign the workorder before anything was done just as I did?   I am happy with the service I've gotten. Yes I can change my wiper blades cheaper, but you know what, I tend to procrastinate and blurry windshields in the rain are dangerous, so I don't mind them doing it for me. Same goes for checking fluid levels. Oh, by the way, I let them do it at the Chevy dealer on my wife's Blazer too, only they don't offer the loaner, snacks & beverages, virtual golf, etc. that I have available at my Lexus dealer. I know I'm paying for all this, but again, I don't care. Same reason I don't stay in a Motel 8 when I travel. It may also have beds, TV and clean sheets, but I prefer to pay extra for a Hyatt.
#27 of 82 Elmer 3 by elmer3 Oct 17, 2006 (7:40 am)
Has anyone had any experience with Lexus of North Hills (Wexford) Penna ? If so please feed back to me. Thanks Elmer
#28 of 82 Suspension repair at independent shop... by eagle3 Oct 17, 2006 (6:22 am)
I took my 95 LS400 to an independent shop yesterday for the 90K service. This shop has been recommended by a couple of friends who swear they are super competent AND inexpensive. A couple hours after leaving it I get a call from them that I have a problem in the suspension and need what sounded like "low boy choi" (seriously!...they are Asian and their English is so so). The price for replacing "low boy choi" was $390 for parts and labor for both sides. I asked him what this was, and he just said that if these parts in the suspension system go completely out later, I would have serious problems, even though currently there are no obvious "symptoms". The English problem made it difficult to converse with him about it. Anyway, does anyone know a suspension part that could sound like "low boy choi"? Replies to this message: silcos (Oct 17, 2006 8:23 am) famwald (Oct 18, 2006 2:44 pm)
#29 of 82 Re: Suspension repair at independent shop... [eagle3] by silcos Oct 17, 2006 (8:23 am)
Replying to: eagle3 (Oct 17, 2006 6:22 am) Sounds like your universal joints(lower ball joint). With 90k, they probably are right. You probably heard some rattling or clicking in the suspension over rough roads? This is not an item you want to put off if it is in need of replacement. Consequences of failed ball joint are serious(damage/injury).
#30 of 82 Re: Suspension repair at independent shop... [eagle3] by famwald Oct 18, 2006 (2:44 pm)
Replying to: eagle3 (Oct 17, 2006 6:22 am) I agree with 'silco' --- I help teach English as a second/foreign language in Adult Ed. to quite a few Asians and "Lower Ball Joint" sounds like what they were trying to say.   Best thing to do is repeat that back to them and if they say "yes", that's it.
#31 of 82 Newport Lexus Service Report by rennybosch Nov 02, 2006 (5:21 pm)
I took my 2004 LS430 in to Newport Lexus in Newport Beach, CA, for a 50,000 mile service. They called me and said I need to have both front and rear brakes redone -- replace pads and machine rotors, for about $850. I said OK, do it. When I picked up the car the total came to $1,111.   That sounded a little stiff to me, so I called Lexus Mission Viejo and asked what their price for the same services would be. It came to $850. A 30% premium for going to the nation's newest and biggest dealership!! Not worth it to me. Next time I'm going back to Mission Viejo. Replies to this message: pat (Nov 03, 2006 3:25 am) rennybosch (Nov 03, 2006 11:30 am)
#32 of 82 Re: Newport Lexus Service Report [rennybosch] by pat HOST Nov 03, 2006 (3:25 am)
Replying to: rennybosch (Nov 02, 2006 5:21 pm) How did the $850 they quoted you when they called turn into $1,111 when you picked it up? Replies to this message: rennybosch (Nov 03, 2006 11:30 am)

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