Having To Chase Up Dealer - I Shouldn't Have To!

maneesh · July 8, 2004

Well, my saga continues with Lexus Edgware Road bodyshop..

Insurance approved some extra work to make the colour match better, so it was booked in for Monday 5th July.

Take it in, they give me a courtesy car, all well and good. "Oh yes sir, we will have your car ready on Wed morning most likely", they tell me.

Tue afternoon, I call up and try to confirm whether I should turn up on Wed morning to pick up my car. No luck getting through to them, leave messages with lots of people, but no call back.

Wednesday, again tried calling and leaving messages. No joy!

Today, I asked to speak to the dealer principal, and that shook the receptionist up a bit, and she said "oooh, let's try and get a bodyshop person to talk to you now!", so I'm on hold and holding a bit longer, and she tells me "oh, the bodyshop manager will call you back, in like, exactly 5 minutes"..

20 minutes later, still no joy.

From a customer's perspective, I don't mind that much if my car is not ready right now or until Monday or whenever, since they've given me a courtesy car.

However, they have failed to communicate with me at all, and give me honest feedback about timing. I've told them before when this happened (dealer principal, bodyshop staff, bodyshop manager), and they don't even change their tune. What a load of :tsktsk: ! These people are :tsktsk: incompetent. How long does it take to update a customer by phone, 30 seconds, one minute tops?

I just had to get it off my chest, and this dealership's bodyshop are nothing but aggro!

Claire G · July 8, 2004

Blimey! I took my IS200 there when I had an insurance claim (only approved one on their list) and the service was impeccable. What a let down for you!

If it's any help (and if she's still there) ask for Michelle - she seemed switched on and really provided a good service.

maneesh · July 8, 2004

Michelle is not there, just Pat and Rob.

Finally, I just got a message from them to say it's all done (only after I contacted the dealer principal to say what the :tsktsk: is going on).

Only the dealer principal was responsive, he must have kicked :tsktsk: and got them to call me back. However, the bodyshop manager then called me at my home number (I told them I'm at work and left the number)!

To cut a long story short, they've got the car ready now, and have decided to waive the charge (£90) for the respray I asked for on the lower front bumper (which wasn't under insurance).

A gesture of goodwill, I admit, but I'd rather they had communicated honestly in the first place!

ColinBarber · July 8, 2004

let's hope they have done a better job this time!

maneesh · July 8, 2004

let's hope they have done a better job this time!

Don't put more doubts in my head. :D :D :D

If they haven't done this new respray work properly, I'm gonna go ballistic!

I ain't a small bloke either!

amolkarnik · July 9, 2004

I get the feeling tha most Lexus dealers in the M25 area sell enough cars and have enough business to not have to bother providing the customer service Lexus is known for.

Lexus Bromley are really a Toyota shop and thier service stands are good by Toyota standards, but as a Lexus owner I expect a bit more (or am I a sucker to have bought a posh Toyota in their eyes??).

I wrote a letter to the Centre Manager last time with copies to Lexus GB about troubles I had last month. I received a call from Lexus GB apologising, but nothing from Lexus Bromley. It was only when I asked the manager whether or not he had received my letter did he acknowledge it.

Pathetic.