IMHO many UK dealerships (of all marques) are a little bit crap. I have had some horror stories over the years. Imagine a main dealer selling a used car with less than four miles of fuel left in the tank? Disgraceful. These companies are about profit, and not much else.
Remember the IS250 airbag recall from a few years ago? My local Lexus dealer did a shoddy job of lifting the dashboard, leaving a raised area near the windscreen, and damaging the dashboard material in other places. The dashboard is now starting to crack in exactly the same places. The dealer in question is part of a multi-marque operation. They are diluted, without any doubt.
Another problem is the demise of many independent garages, leaving us with very little choice. Do I choose the massively overpriced main dealer, who will do an average job, or choose the independent garage whose manager swears at customers? Hmmm