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Sedans Lexus ES Lexus dealerships' questionable practices
26 messages, Last post on Jul 14, 2009 at 9:17 AM
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Replying to: gbjerke (Apr 14, 2009 2:14 pm) Besides which most states have laws that protect the dealers from the level of manufacturer oversight/control that would be required.
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Replying to: wwest (Apr 15, 2009 9:17 am) Am on my 4th Lexus and have never experienced this "upselling" bit and this involves three Chicago suburban dealerships...ya know Chicagoland, where all the politicians are honest and upstanding!
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Replying to: gbjerke (Apr 15, 2009 2:05 pm)
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Replying to: wwest (Apr 15, 2009 7:28 pm) 30-40k is about it. Usually every 3 years-- '92 SC; '95 LS (then a try at a '98 Caddy STS and an '01 Chrysler 300M) then to an '05 ES and now the '09 ES. All the dealers have done is the oil change every 5k miles but there has never been a push for anything else. |
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Since there are only two posters to this topic I think it's clear that nearly all Lexus dealers take good care of their clients. Lexus has set the benchmark for Customer Service that other manufacturers would be wise to model after. At my dealership we have people that drive from other STATES to come to our service department because they love the way they are taken care of. Service writers / departments are not allowed to do work if it's not authorized just as it would be at an independent mechanic. It's a slam dunk to get out fo the bill if the work wasn't authorized. The advantage of having service done at a dealership with Certified Lexus Technicians is that should you have a problem down the road, when the car is out of factory warranty, if your work was done by an Lexus Technician at a Lexus dealership, Lexus will be more likely to "step up" and help if needed because they know the work was done right. My mother always told me that if you pay a little more for quality you usually don't get dissapointed.
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Replying to: lastlaflar (Apr 20, 2009 8:25 am) I sure am glad the FDA doesn't use such a small sampling to certify new drugs.. Or maybe MOST Lexus owners NEVER use Lexus service because of the EXPENSE involved and/or because the product simply isn't subject to failures. If you need more input just look around at the number of Lexus owners that go to a nearby Toyota, or even third parties, for routine service. Certified Lexus Technicians are expensive to employ and therefore unwise to use to perform routine/repetitive scheduled maintenance procedures.
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Replying to: wwest (Apr 20, 2009 8:51 am) Then one should consider that at some point you're going to sell the vehicle. It WILL command a higher price if there is a National Service History record for the car. It could mean a difference of $1000, $2000, $3,000. You could get a lot of services for that amount. And while it's only my opinion to me it seems short sighted. You are also right that Lexus Technicians are expensive to employ. But to say that is somehow unwise is just silly. You'd rather have an underpaid, less trained individual doing the work? That's like saying 'No, I don't want the Duke University PHd in brain tumors with 20 years of experience doing the surgery, give me that much cheaper new grad!' Or do you want the home builder known for quality to build your custom home or do you want the cheapie guy who cuts corners?
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Replying to: lastlaflar (Apr 22, 2009 9:39 am) No, NEVER.. But the bare facts are that I'm more likely to find that well trained mechanic/technician over at Toyota where the "installed base" results in enough service business to justify/warrant retaining more expensive help. The Lexus dealers in this region seem to provide a good training ground for workers but once they become well trained enough to justify, demand, the appropriate wage, off they go to Toyota, etc. |
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I came across this forum by chance, but didn't want to let the statement pass that there are only two people complaining about their Lexus dealerships. I currently own my fourth Lexus and have found a total deterioration of the Lexus standard in their dealerships. I have several friends who also own Lexus and they have had the same problems as the prior posters. The quality of the cars is still terrific, but the dealerships (and I am talking about more than just one) now act more like Chevy dealerships than Lexus. Their service departments regularly recommend doing work that is unnecessary and the quality of the work performed is no longer what we expect from a luxury car dealership. I even faced high pressure tactics from their sales manager when I bought my last Lexus. It is far too widespread not to be condoned by at least some of Lexus' management. The question is what to do. The product is still among the finest autos made, but is the premium price worth it, if the service is no longer there?
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Replying to: artbcpa (May 31, 2009 5:09 am)
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