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Getting disgusted with Lexus service

I bought my 2003 RX in December 02 partly due to the great reputation Lexus has for their service. Prevously, I owned a 96 Infiniti and Infiniti's service was impeccable. Ever since I bought my RX, I've missed Infiniti's service.

I've been really unhappy with my 'local" dealer's service who has recommended service (brake pad replacement, fuel system cleaning) that another Lexus dealer (one of Lexus' Elite dealers) said was not needed. At 30,000 miles, I took my RX to the "Elite Dealer" for the service. They did the 30,000 mile service. For the 35,000 mile service, I decided to try my local Toyota dealer. They were considerably less expensive (about 1/3 the cost) but they told me that my battery was bad and since it was still under warranty, I should go to Lexus and get it replaced.

I went to my local Lexus dealer who told me they would charge me $101.00 plus tax for a "diagnostic" on the battery but if it turned ot to be defective, they would credit me the amount. I also told them about my ignition key that fell apart. After 1 1/2 hours, the service advisor told me that the battery did check out to be defective and they would replace it under warranty BUT the key was not under warranty and would cost $340.00 plus tax to replace. They also said my air conditioner air filter needed replacing which would be $92.00 plus tax. Interesting, since the "Elite" dealer did the 30,000 mile service and part of that service was replacment of the air filter. I declined the air fliter replacement and declined the key replacement as well.

I have no doubt that the "Elite" dealer replaced the air filter as part of the 30,000 mile service. My experience with them has been impeccable. It's ashamed that they are a 40 mile drive.

As for the key, I contacted a local news station that has "shame on you" reports. I know two other Lexus owners who have had keys that fell apart. Lexus talks about perfection, but I've got to say that Infiniti was FAR better than Lexus in satifying my service needs.

Reply to
J Golden
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I've had similar experiences to what you've had when you compare both dealerships. I've never had warranty work with the Lexus vehicles (yet?...hopefully never) but have found them to be a bit more arrogant. I believe it stems from their sales. Since Lexus cars are better than the Infinitis, their sales reflect it accordingly. The Infiniti dealers, in turn, are hungrier for business and seem to work harder to please.

Other than buying new vehicles and maintenance parts, my Lexus dealer never see me.

Reply to
Viperkiller

I read your post with great interest. I drive a Caddy but my next car is likely going to be a Lexus. The thing is, the dealerships are independent businesses that simply have a franchise to sell a certain brand. They are pretty much free to run the business as they see fit. I imagine there are some constraints, but apparently not many based on some of the horror stories I've come across. Sales and service at the local Caddy dealership here in northern Bergen County, NJ is staffed by lying, thieving bastards. Yet on a couple of the caddy boards that I read, people rave about the quality and ethics of their local dealerships. Personally,I've had better luck with a good local independent shop for any out-of-warranty work.

Reply to
NickySantoro

Reply to
John Cho

MY OPINION is that anyone who uses a dealer is an idiot. Except for warranty issues. The dealers make their money with the service departments. Who do you think is paying for the service manager, accountant/clerk, car wash, etc ??? Go to an independent mechanic/garage and you can talk to the mechanics, not need to leave your car all day, pay cheaper prices and get quality work.... Lexus will still warrant qualified issues.

Reply to
Neal Hudson

And your opinion is based on....what? The fact that you've never seen a reputable dealership service department or a reputable mechanic that works for a dealership?

ALL mechanics are independent businesses. If there are reputable mechanics that don't work for dealers, then there are also reputable mechanics that do work for dealers. You just have to find them.

Reply to
Elmo P. Shagnasty

Hmmmmmm.....I got to a dealership, I use the same mechanic over the last

20 years (nobody else touches my car), and I not only talk to him but I go back and hang out with him while he works on my car.
Reply to
Elmo P. Shagnasty

I'm with you on that one Shag. My first visit to my Toyota Dealer was in 1972. I wouldn't think of taking my car anywhere else. I have always been treated fairly by them. We discuss the service I need, and we adjust the recommendations up or down based on my driving, and what they know about me and my car. They have all the records and, like you I "hang" with the service guys.

When it is time to buy a new or used Toyota I shop around and know the prices and the values of what I'm looking for. Then I buy from my dealer and the price I determine is fair.

I believe that no one knows my Toyota better than the Toyota Dealer. When I go into the service department I know they have probably seen my problem before and will probably know how to resolve it quickly.

I have invested lots of time in this relationship just as they have. We both benefit. Sometimes I take them muffins or donuts in the morning. Not because I'm trying to get something for free, but 'cause I like them. Some of them are bikers too, and we have ridden together.

The service manager is an UltraRunner like me and we have run 50 kilometer ultras together. I didn't know about the service manager's running until way after our business relationship was cast.

I'm sure there are plenty of quality independent service shops, just as there might be crappy dealers.

Reply to
RunnerBiker

yep. I'm with you there. My guy works at night--one reason I'm a Honda guy is because this mechanic works at this dealership which has service hours until midnight--and I frequently take in a couple pizzas or whatever.

They have some slugs working there, but I know that. I know all the ins and outs of who does what, and how management is, and so on. And in the end, my cars are ultra reliable.

Reply to
Elmo P. Shagnasty

Our experience was about the same with a 01 RX 300 a few years back. Traded on a 03 Pilot and have been extremely pleased with the service at our local Honda dealer and with the quality and reliability of the Pilot. Our experience with the key (after a 18 months of ownership) was the same except the cost was less -- recall around 220. for the key and programming.

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Reply to
TWW

It's your money do as you like......

Reply to
Neal Hudson

I looked at the Pilot and really wanted to like it but..

I'm 62 with size 16 feet and it felt a little cramped, especially the left foot rest.

It's considerably larger than my RX300 so I'm concerned about being able to get it into my 10X20 garage which it has to share with two bicycles and one single stage snowblower.

I guess I could test drive it drive it home and see if it fits.

J

Reply to
J Golden

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