Had my car in for a service with Bristol, had to wait 3 weeks for a loan car, only to get a phone call 10mins before I was meant to arrive to Lexus saying that loan car had not been returned and that I could either rebook for another time, wait for the service to be complete (due to work commitments that was not a option and I live over an hour from the dealer location so 10mins warning was pointless) or be driven back to my place of work and returned after the service was completed. After arriving at the dealership and asking to take any car as a loan, I was told there were none available. Not happy I asked to speak to the manager to discuss how we get around this only to find that he was happy to admit they were in the wrong but offering no other option to help an unhappy loyal customer apart for 10% off my service!! Not happy I had to settle for another half day off work to take my car to get serviced and with the same promise that the next time there will be a car there for me. Expect that type of service from a normal dealer but not a prestige dealer like Lexus. This was my first experience of a Lexus dealership (other than buying a car) and I was not impressed!
They have come back and offered 10% off the service and to reduce the rate of labour from £90per hour to £70, would you say that acceptable, - seeing as soon as I get my gold membership through I would get my 10% discount but Bristol have refused to honour it!!!! Is it best to complain direct to Lexus GB?
Full Version: Lexus Bristol
Have to admit if I'd been in that position I'd have taken the lift to and from work - why didn't you do that?
You can get in touch with Lexus GB and see what they say, the problem with loan cars is that it really is out of their hands as to when they'll be taken back, in all honesty it must be my age but I prefer getting a lift to and from the dealer, lets you sit back and watch the world go by
As for the gold membership the dealer don't have to acknowledge it - it's something that the guys here worked on to get with each dealership - it's not an arrangement with Lexus GB.
The gold membership is for extra priveleges here on this site - getting a discount at certain places is a bonus that the guys here worked on for you to get but doesn't apply at every dealer, it's all down to luck of the draw!
You can get in touch with Lexus GB and see what they say, the problem with loan cars is that it really is out of their hands as to when they'll be taken back, in all honesty it must be my age but I prefer getting a lift to and from the dealer, lets you sit back and watch the world go by
As for the gold membership the dealer don't have to acknowledge it - it's something that the guys here worked on to get with each dealership - it's not an arrangement with Lexus GB.
The gold membership is for extra priveleges here on this site - getting a discount at certain places is a bonus that the guys here worked on for you to get but doesn't apply at every dealer, it's all down to luck of the draw!
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The gold membership is for extra priveleges here on this site - getting a discount at certain places is a bonus that the guys here worked on for you to get but doesn't apply at every dealer, it's all down to luck of the draw!
Tom..Don't understand your comment re. gold discount. Bristol has always given 10% off when producing your LOC Gold card. Of course if you've already had a reduction on the hourly rate of over 22% I can't see them including the Gold discount as well.
My main reason for taking the loan car was so i can teat drive the new is220d, rather then take a 10min test drive up and down the road, i can take it with me and test drive it at my pleasure. I would of prefered to sit and allow them to work on my car as it would have mean I dont have the hassle of sorting my work around lexus again next week, but that was not a option, I had to be back at work as soon as possible and they are not to happy that i have to do it all again next week. The dealer does accept the 10% gold member discount but because of the poor service they are prepared to give me 10% off the service plus the hourly discount rate but not a toal of 20% off my cost (10% for being gold member / 10% due to poor service). But the way I look at it is - I would of got the 10% off in the begin being a gold member weather or not they was a loan car there and everything when smoothly. Currently im really only gaining the deduction of £20 of the hourly labour rate.
Personally i think Bristol have to rethink there customer service policies as you only have to looking back on the forum this is the 3 or 4 complains in the last few months, im even considering taking my car to the next Lexus dealership with is around 2 hours from my house, just so i can get the service that I believe i deserve!
Personally i think Bristol have to rethink there customer service policies as you only have to looking back on the forum this is the 3 or 4 complains in the last few months, im even considering taking my car to the next Lexus dealership with is around 2 hours from my house, just so i can get the service that I believe i deserve!
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Personally i think Bristol have to rethink there customer service policies as you only have to looking back on the forum this is the 3 or 4 complains in the last few months, im even considering taking my car to the next Lexus dealership with is around 2 hours from my house, just so i can get the service that I believe i deserve!
I've never had a problem with the Bristol Sytner dealership, or the dealer I used before(Guildford). I have been using Bristol for the last 4 years, initially with the IS200 Sportnav and now the IS250 as well, but I guess they know me quite well by now. The £20 per hour off the labour rate isn't bad though.
If you want an extended test drive why don't you ask them....after all there's no guarantee you would get the model you want to test as a courtesy car (I've had a 250 SE and 220D as courtesy cars from them). Just personal choice but I'd take the petrol 250 over the 220D any day.
If you're not happy though Tom then vote with your feet. Have you had your wheels refurbished by Andy yet? Mine are going in this Thursday for minor refurb, primarily to get the inners laquered to help with keeping them clean.
No not yet, spoke to him twice now and ill be using him because the job looks brillant and his local. In the end I got different alloys off Rolex last wheel, which where in a much better condition - hopefully today i will get off the last locking wheel nut (trying not to destory the inside metal part) and I will be able to change them over and take some pictures of the car. Im looking to wait until after June to get the newer alloys in as were going over to Germany next month and while we are there meeting the LOC members at the ring and then i will probably need new tyres after that so ill get them in then for refurb.
-->QUOTE(Tom B @ May 26 2007, 08:28 AM) [snapback]440797[/snapback]
Had my car in for a service with Bristol, had to wait 3 weeks for a loan car, only to get a phone call 10mins before I was meant to arrive to Lexus saying that loan car had not been returned and that I could either rebook for another time, wait for the service to be complete (due to work commitments that was not a option and I live over an hour from the dealer location so 10mins warning was pointless) or be driven back to my place of work and returned after the service was completed. After arriving at the dealership and asking to take any car as a loan, I was told there were none available. Not happy I asked to speak to the manager to discuss how we get around this only to find that he was happy to admit they were in the wrong but offering no other option to help an unhappy loyal customer apart for 10% off my service!! Not happy I had to settle for another half day off work to take my car to get serviced and with the same promise that the next time there will be a car there for me. Expect that type of service from a normal dealer but not a prestige dealer like Lexus. This was my first experience of a Lexus dealership (other than buying a car) and I was not impressed!
They have come back and offered 10% off the service and to reduce the rate of labour from £90per hour to £70, would you say that acceptable, - seeing as soon as I get my gold membership through I would get my 10% discount but Bristol have refused to honour it!!!! Is it best to complain direct to Lexus GB?
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a bit like bmw,my sister had her car booked in at Bath no phone call just told they couldnt do it and would have to rebook
she was not happy.so are bmw a prestige dealer 
she came to lexus bristol with me once and was well impressed with the service they gave and the coffee
ive heard a few less than happy tales about Bristol now!
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