When the brake warning light appeared on my '96 LS400, my first reaction was to look elsewhere than my local dealer having followed advice elsewhere on this site. Quote from Kwikfit, for rear discs & pads, was £336 all in. My wife rang Lexus T. Wells & got the serviceline picking up the call & was quoted £300 all in (i.e. inc. VAT & labour). A no-brainer, until Kwikfit responded with £280 all in, & as they could do it the next day, they got the job. Next day came however, & they hadn't got the parts & would be another few days. ****** off, we went back to Lexus & were quoted £296 - job done.

On collecting the car yesterday, however, my wife was charged £414!! On querying this, she was told that Serviceline were always getting it wrong & that they could not honour the price as they would make nothing on the job, but offered £50 off the next service.

I was VERY unhappy at this - a company like Lexus should honour its quotes, & a £50 discount 1) ties me to that dealer for my next service, & 2) they wouldn't have got the job anyway as I was going to go to a dealer which would provide a discount to Gold members.

I trekked back to the dealers this morning to put my case, & to their credit the service manager, Steve Doyle, agreed to honour the quote we had had (admittedly we had no evidence of this but 2 calls within £4 of eachother tells its own story). He took a little while to come round, but agreed in the end, & will pursue Lexus direct over the erroneous quote. So, instead of losing a customer for good, he has engendered some goodwill & I will probably go back there for the next service as a result.

Moral of the tale - get some evidence when obtaining quotes by phone, & don't be fobbed off if they get it wrong later. I feel sorry for the dealer that he has been let down by Serviceline, but that's between him & them - not my problem.

Never heard of ServiceLine, I always ring the dealer?

Seems to be a central Lexus call centre which some calls divert to if not answered in so many rings.

Oh get ya