My IS200 Sport went into Lexus Bristol today for its 60K service. Booked in last week (Quoted £671!). Courtesy car requested when I made the service booking over the phone.

So I drop off the car at 8.30 am this morning. The young lady runs through the items involved in the service after which I sign. So far so good (apart from the price but my car is still under warranty for another couple of months so bit of a rock and a hard place?)

"Thank you. We will ring you later. Goodbye"

"Errr...my courtesy car??"

To which I am told there is not one booked. Blood pressure rising......

Not good enough I tell them but I am told "Sorry we don't have many cars available today........."
So I am left stranded for a while in the freezing cold while I wait for my wife who happens to work just up the road. When she arrives I am so disgusted with their attitude I just want to leave. Then the salesman who sold me it last year happens to see us looking very ****** off. He immediately sets about organising something. A short while later a new RX300 is arranged for me for the day.

I am then back with the same young lady for a bit of paperwork. I produce my Driving Licence. "Have you got the counterpart?"

"No" I explain.

"Oh that might be a problem" Now fuming...... She enquires with another member of staff then returns to tell me they cannot help me without my counterpart licence.

At this point I storm out, the salesman who had tried to help me looking very embarrassed. I thank him for his efforts but tell him I better leave before I seriously offend someone. I then walk to my wifes workplace and borrow her car.

My wife collected the car this afternoon. No discount offered for our inconvenience so she suggests perhaps they might like to offer some. "What inconvenience?" they say!!!!!

Anyway they decided to offer 10% off. So just over £600......bargain.

I am really pleased with my Sport but I have to say the service department at Bristol leave quite a lot to be desired. The staff within it don't seem to communicate with one another and I get the impression as a used car owner that I am a second class citizen. I must say though that does not apply to Kevin in the Sales department. Thank you for your efforts this morning - perhaps service could learn something from you.

thats the second time in a week Bristol has had a bad wrap.....

They did seem very expensive in their service charges from what i seen from the receipts. My car was maintained by lexus Bristol for part of its history.
When it went for its last service for 50,000 (independent garage, ex toyota techs and mechanics) it seems the robbing bastards didnt even use a genuine toyota oil filter!!

Thanks for your comments guys. Just to clarify a couple of points.

Having re-read my initial post it sounds like I demanded the courtesy car when I booked. It was in fact offered and I readily accepted - hoping I might get a new IS for a few hours!

Todays episode is a culmination of a few things but that is another story. Suffice to say they involved the alloy wheels, geometry which was way out and an insecure door trim.

One thing though the car has come back today looking lovely. A first class valet.

Cheers.

An update.

A few days after my service I received the Lexus GB customer service feedback form. So I replied venting my feelings and sent it off, not really expecting any reply.

So hats off to Lexus GB. I got a letter today apologising for the poor service I got with the promise of a small gift as a gesture of goodwill. Sure enough about two hours later I received via City Link twin bottles of very nice wine in a wooden presentation box (nicely embossed with the Lexus logo).

Thank you Lexus.

Well Done Glad they made it up to you

I must say that the times I went to Lexus Brisol I didn't had any problems. But I think that indeed Kevin is doing an excellent job. He is always very helpful and takes the time for you.

Is this the dealership in Pioneer Park. Whitby Rd. Brislington. Bristol?

I'd say yes, Barney.
Personally had no hassles. Better than B*W (Lovetts) here.
But, for older cars, like ours, a good local garage can do most basic stuff. And still stamp the log book.
Enjoy your first Lexus Christmas!

Thanks Chris, reason I ask is because I'm looking to take mine there (My Supra has been serviced next door for over 4 years) and the prices they quoted me for servicing were pretty good.

Have a great Christmas also, yours all tucked away for the winter?