Moved up in the world by going for Lexus - after sales service couldn't be beaten I thought.

Wrong. Very wrong.

A Bus roof came off and hit my front/side IS200 on the motorway (Yes - the roof!).
Rang Lexus to collect the car from the motorway and they said they couldn't help, ring the RAC. Very blunt about it too. RAC asked if was driveable. Mechanically yes, legally no. (No lights, wheel wobble, etc). They refused to collect it and said it would be ok. (Forget the state I was in!) Rang Lexus back and asked them what to do and they said there was nothing they could do as it was out of their hands. Anyway, arranged for collection myself as time was getting on.

Rang Lexus the next day and they told me that because I'd moved the car, what really could I expect them to do now - contact my insurance and try to recover money.

Didn't want a local firm to repair it - I thought I would stick with official Lexus (in case of paintwork warranty claim etc, in future). Went off to Huddersfield for paint job - no loan car because there "simply wasn't one I could use". They took more notice when I said I'd hire one, but I told them to forget it as it annoyed me when they suddenly found one I could hire. Car came back with no replacement wheel (still waiting after 10 months - even though insurance have paid for it). BAD paint job. Took it to my local dealer who organised somebody to come over from Huddersfield to inspect it. They spent hours trying to buff it down. In the end suggested a respray. (Still waiting.) It's not too bad but I see it every day and it annoys me.

I have written directly to Lexus UK but heard nothing. I have mentioned it to the local dealer, but still nothing so far. Half of it is my fault for not chasing it up enough, but I shouldn't really have to. I'm a very busy person trying to run a business. One of the reasons I bought a Lexus.

A few thousand miles later, I booked my car in for a service, to collect a loan as well. On the morning I was taking it in, I was about to put more water in the washer bottle and remembered it was due for the service and jumped in the car and went to the dealer. Got there but no loan car. Left me stranded. No money for a cab because I'd just shot off without thinking. Walked home (couldn't work because I had no car - watched the telly for a few hours - very annoying). Came back later to collect car, windscreen dirty, went to use wiper washer and nothing. Had a look and the lid was still off the bottle from when I'd gone to fill it! OK, it's only 75p for the washer fluid (chargeable and paid for) but it makes you wonder what else they 'forget'. Had a moan to the dealer but all he did was pass me a screen wash sachet. Then they moaned back saying they don't know how they can book it out of stock without it being paid for!

Took the car in for 20,000 mile service and again, no loan car even though they promised I'd definetely get one this time. (They did put screen wash in this time though.)

Then I noticed the 'rusting/pitting' in my alloys. I took it back and they said they'd order replacements under warranty. That was in November. 'Should be a week or so. We'll ring' They said. Asked a few times and they claim they'd chase up. Huddersfield still haven't replaced the damaged one from the accident yet either.

I got better service when I had my Honda! I can't believe Lexus allow this to happen. It's not as if they don't know my particualr case. I can't believe that each letter I've written has gone missing. (I'm assuming it has, giving them the benefit of the doubt.)

The worst thing is, I really like Lexus cars. I love the IS200. I really would like the IS300. So, even though this has happened, I thought I would enquire about the 300. My local dealer is soon breaking away from Toyota so things should be better, although that isn't for a while yet.

Suddenly they were being nice to me again. (Actually, the sales guys did seem genuinely disgusted on each occasion and had words with the service dept for me). Surprise, surprise - got a phone call asking me to go in to replace my wheels as they have now come into stock. (Less than five days after enquring about a new car). Spoke to them late this afternoon and they've told me I MUST go in tomorrow at 9am to have them replaced or I will lose the warranty claim and they will be sent back! Less than twenty four hours notice. I've now got all the running around, time off etc. to do again because of Lexus! Aaaaarrgggghhhh. The longest I could delay them was until 10 am. (wow, a whole extra hour). To be fair, I did get a call two days ago, but every time I rang back they were too busy and I was in a queue for ages - hardly my fault though.

I just hope I get a really good deal on the 300. It had better be good though. I think they should give me a 300 for the price of a 200 but they probably won't budge on anything. If there is no compromise, I'll think I may look at other cars, even though I understand this was just unfortunate, I can't afford this to happen. I just feel disheartened because Lexus really do push the 'Care' thing. (And I love the IS range)

I know this isn't normal for Lexus, but I just had to let you know that it does happen.

Had my moan now. Sorry!

***** mate thats some bad experiences

i'd of lost it bad with them.

if you can go to another dealer then go mate, i'd drive that little extra if i was going to be treated better and my car looked after!!

dont give them your custom for the IS300, go somewhere else.

i recommend lexus in stoke on trent.

[quote name='Playa' date='Jan 17 2003, 12:52 AM']i'd of lost it bad with them.

dont give them your custom for the IS300, go somewhere else.[/quote]

They'd have got a rocket from me too ...

I'd agree that the last place you wanna buy a new car from is there ...

You should go elsewhere certainly ...
and make sure the crap dealer knows it and is under no illusion as to why !
They don't deserve the sale if they can't back it up with reasonable service.

Maybe insist on spelling it out to the 'dealer principal' ...
That's posh empire building speak for 'garage manager'

And make submissions to the dealer review section on this site.

Maybe the club could present certificates of appalling service to these dealers ...
with a copy to the MD of Lexus GB for good measure.

What a bunch of

Hi, Geoffers,

Sorry to hear about your problems. I always judge a dealer by how well they sort out a problem, not by how nice they are to me, when I'm buying a car.

You can't always blame the dealer, but when they do goof up, it's how well they recover from a situation, that they should be judged on.

However, given your experiences, I'd vote with my feet. Take your business to another dealer. Your not obliged to trade with the dealer you bought the car from.

Indeed I'd suggest telling your existing dealer how you feel and why you'll take your business else where. See how far he's willing to go to recover. It might be worth your while.

Failing that, you'll find many other Lexus dealers more than able to give you the service you deserve.

Let us know how you get on.

I think the advice from the guys is exactly right - the mistake you're making is that you keep going back to Huddersfield - protest with your feet mate and please post a review in the dealer review section - they DO get noticed.

I've renamed the subject of your post a little - I hope you don't mind.

does anyone know the proper name for this dealership? because they dont come under Lexus Huddersfield in the direcotry.

Geoffers.. as the other guys have mentioned.. we have a special dealers review section.. we would be gratefull if you could copy and paste your review and give this dealership a rating.

I Wish you good luck and don't forget to shop around! Each dealership are different in service and pricing.

Sorry Guys - I misled you all there. It's actually TWO dealers (same company) I'm having the problems with. I didn't explain very well as I wrote it too quickly in anger after my short notice phone call.

It was Lexus Liverpool and their Huddersfield branch. I've just dug out the paperwork and they aren't listed as 'Lexus Huddersfield', their letterhead reads "Johnsons Huddersfield". My mistake. Something I never really took much notice of at the time - I just trusted the Lexus Liverpool name which is why I left them to sort everything (I hadn't had any problems at this point). I'm annoyed at myself for allowing that now!

Liverpool is my local dealer, who sent it to Huddersfield for the bodywork repairs. Liverpool have been doing my servicing and are swapping out my alloys. They were the references to my 'local dealer' which must have made it very hard to read looking back at my post now... sorry, I was just on a roll once I'd started writing.

I might try Stockport or Chester as these are the closest. Time is a pain for me.. not enough of it. (I even work on Microsoft minutes and there still isn't.....)

Thanks for the reasurance - I'm sure there are better dealers out there. I only went to the local dealer again to use them for the info - not much chance of my buying it there. I know it took it's time to sink in, but each time I stupidly thought things would have been better after I gave them some stick. (I got all the apologies,etc.)

I have to say - I'm still annoyed that Lexus UK (and the RAC) who I phoned after the crash, not a dealer, left me at the roadside though.

I am greatful for my fortune living in the south east...

Oh Man, that really blows goats!

As the lads say definietely use the Dealer Review section to vote with your experiences, a brief tell tale of the dealer.

I see that Stockport have had the best rating out of the two you have mentioned. I would "vote with my feet" after killing the neighbours cat!

The Bus... are they not paying for your work, seeing as it was their fault the roof came off?
As for not sorting you out in your hour of need, I am a little sceptical about the RAC cover I have now. After seeing "Rogue Traders" last night... documnetary on RAC "battery promotion" LOL

I thought the RAC cover was fully comprehensive from the facts in the cover from Lexus...

I assume you have a copy of all letters you have sent.. perhaps the lads can recomend what could be done with these with regards to Lexus - then perhaps you can be compensated for your hardship.

We love our cars, especially when we are treated like kings when we drive then and bring them in for a service. They have the JDpower rating, I think perhaps Lexus could make you happy again.

Words are ok (sorry etc), but you aint buying words from the sales man/after sales and serivce department.

I have run on a little hear, but I think its very important too to make sure the club, and drivers on a whole stick together in these cases.

-Lee

Hey, Geoffers!

Welcome to the club!!!

We care........

Vote with your feet and write to the dealership and the Lexus MD explaining why you'll never darken their doors again. Mention that you hope your faith will be restored by another dealership or you'll be buying from another manufacturer in future.

What a bunch of cowboys.... <shakes head in disbelief>

Very, very bad service indeed. Never mind about the washer fluid - if I tured up at my local dealer (Lexus Hadleigh) and they didn't have a loan car for me when they had said they would I'd go completely nuts! I wouldn't walk home - I'd have the dealship principal up against a wall by the throat!

I would go and see the dealership principal and let him/her know that you're buying your IS300 elsewhere! I'm forever grateful that Lexus Hadleigh are so helpful - and when they say they'll do something they damned well do it!

Geoffers

Please could you copy and paste your review here please

[url="http://lexusownersclub.co.uk/reviews/index.php?action=addreview&dealer_id=34&dealer_name=Liverpool"]http://lexusownersclub.co.uk/reviews/index..._name=Liverpool[/url]

Please give a star rating as well... thanks!

That's appalling mate - I wouldn't have expected that sort of hateful attitude from the "mainstream" manufacturers even!

Claire's suggestion of writing to the Lexus MD and the MD of the dealer group is a good one, however. I got some vile service from Lexus Derby in the past. To cut a long story short:

Pre-Letter:
- No, we won't fix the rust on your bonnet
- If we did you can't have a courtesy car
- It's tough that you live so far away (No other dealer would touch it, as I bought used from Derby)

Post-Letter
- Of course we'd be delighted to fix your car
- Have a GS300
- We'll send a driver down to your house, swap the cars over, and do the same when it's done

Try for some nice freebies, a respray, and a big discount. It can't hurt.
.....and unless they offer you a fantastic deal on the IS300, buy it from somewhere else

I certainly doubt that many of us will be rushing to use Lexus Liverpool in future!

Geoffers

welcome to the club!

two words for you



Lexus

Chester


only fifteen minutes away from Liverpool - service is superb.

Junction 10 M53 - can't miss it from the roundabout.


And no - I don't work there, but have bought two cars from them, and had servicing there with no complaints at all.

I've now copied this to the Dealer review. Pity I had to give them a star though...... shame you don't have negative stars. (Or even bright red ones).

I didn't pay for any of the repairs or car hire, etc. as the company's insurance paid eventually. They tried to deny complete responsibility saying I could have avoided it to some degree so I must assume at least some liability. Middle lane, cars either side, front and behind. It actually got to court - can you believe that! I obviously won anyway.

The issue I have is with not just the dealer but also to Lexus UK and the RAC for the initial response and the complete lack of any reaction to my greivances.

I'm compiling another letter to Lexus direct and to the dealer so I'll keep you informed. (Sending guaranteed delivery this time.....)

[quote name='Playa' date='Jan 16 2003, 11:52 PM']***** mate thats some bad experiences

i'd of lost it bad with them.

if you can go to another dealer then go mate, i'd drive that little extra if i was going to be treated better and my car looked after!!

dont give them your custom for the IS300, go somewhere else.

i recommend lexus in stoke on trent.[/quote]
Cheque's in the post Mitch

cheers chris,

maybe i should have a job in marketing with u guys chris

I never use a dealer unless its absolutely essential. I didn't like the attitude over the phone from Liverpool when I needed a dealer only part so I tried Chester cos I pass it everyday on the way to work. Can only say they were superb in every way. Even gave me a courtesy call to see if my parts were correct and everything was ok.
Try em Geoffers. Must be pretty near to you.

I went into Lexus Liverpool, to enquire about a GS300 for about 13K. I
was kept waiting for 45 mins because the salesman had gone on missing.
When he returned he didn't seem botherd because I was ONLY spending 13K on a used car.
That was three months ago. I never got a phone call to keep me updated, or to see if I still wanted a car.
Never mind. It was worth the wait. I got the car I wanted from Birmingham and saved 2K on the guide price.
The sales are crap in Liverpool. Whats the service department like?
Or is it best to try another Lexus dealer.

[quote name='reevsie' date='May 14 2003, 11:22 PM']
I went into Lexus Liverpool, to enquire about a GS300 for about 13K. I
was kept waiting for 45 mins because the salesman had gone on missing.
When he returned he didn't seem botherd because I was ONLY spending 13K on a used car.
That was three months ago. I never got a phone call to keep me updated, or to see if I still wanted a car.
Never mind. It was worth the wait. I got the car I wanted from Birmingham and saved 2K on the guide price.
The sales are crap in Liverpool. Whats the service department like?
Or is it best to try another Lexus dealer.[/quote]
[i]Hi Reevsie

Could you please copy and paste your dealer comments into the dealer reviews section for Lexus Liverpool please mate

Thankyou

Chris[/i]

reevsie.........

it dont matter.......whippet chris beat me to it

[quote name='Supracharged-IS340' date='May 14 2003, 11:28 PM']reevsie.........

it dont matter.......whippet chris beat me to it [/quote]

I think one major thing that emerges from this kind of situation is to make sure, BIG drag tho' it is, [u][i][b]that you put everything in writing.[/b][/i][/u]
Relating to both the insurance side of any problem, and also tothe dealer apathy side. I'm sure that someone in Lexus head office would be not best pleased to find out that their multi-million efforts to appear 'the best' were being undermined by duff, uncaring dealers (though even then, you might have to find the right person at Lexus too!)
The writer who said get in touch with the M.D. is right.
You'd think that they'd be aware of this whole area of web site too, and not want to find themselves featured in the 'Bad' section![SIZE=7][/SIZE]

I can vouch for writing letters. They can deny phone calls happened or the content of phone calls but can't deny a letter if you've copied it to more than one person

Has always worked for me. Also encourages you to log the sequence of events especially if it drags. And the front desk people aren't exactly going to refer your disgust to the MD or other senior people cos they don't want them to know that your getting a hard deal!