Problem With Damage On Collection

[anangrylexuscustomer]

Hi, I am new to this and feel so angry about what has happened to me that I feel as if I had to join this club and start up a discussion to see if this has ever happened to anybody else?

2 weeks ago I took my car into the Twickenham branch of Lexus for a full service and MOT. A walk around the courtesy car was carried out and all parties signed but this did not happen on my car.

When I went to collect it, I was horrified to see that my lovely immaculate is 300 had been hit. To cut a long story short, the staff member responsible for carrying out the walk around had a record of the damage but this was not timed and nor was signed by me - obviously. After complaining to Head Office about this, I was told that the CCTV footage had been wiped out for that day at that time. Hmmm.

I have been told today that the only thing they are willing to do is give me a discount to have the woirk done which is over £1000.

I can't believe this has happened to me.

I have been a customer with Lexus for over 6 years. I cahnge my car every 3 years and this is my 2nd Lexus and very very sadly will now be my last.

I am disgusted with the service I have received regarding this and thats why I want to know if this has happened to anyone else, particulally in the Twickenham branch.

[sparkystav]

Sad that this happened to you mate,

Hope you get it sorted.

Stav

[Andy-R]

Sorry to hear this fella, would have expected better customer service from Lex but and the end of the day it's like all car dealerships some are good and some are bad, hope you get it sorted though and at no expense to yourself if it was me i'd be pestering them so much about it they'd get sick of me and fix it just to rid of me.

Welcome to LOC lets hope once you've calmed down you decide to stick with us :)

[anangrylexuscustomer]

Sorry to hear this fella, would have expected better customer service from Lex but and the end of the day it's like all car dealerships some are good and some are bad, hope you get it sorted though and at no expense to yourself if it was me i'd be pestering them so much about it they'd get sick of me and fix it just to rid of me.

Welcome to LOC lets hope once you've calmed down you decide to stick with us :)

Thanks for the reply to this, but I don't think I will calm down as I feel so hurt, angry and upset that they have done this. I have pestered head office every day since this happened on the 9th September and today they finally came back and said that all the manager is willing to do is offer a discount to have it repaired.

I really thought Lexus were a good company for Customer Service until this happened and feel personally let down over it.

I've never ever opened a thread like this before in my life until today, thats how upset I feel and I've just got off the phone to the local paper as well who are interested in this story so I do hope it gets in the press.

[Steve]

personally i think this is disgusting service by twickenham!

[Andy-R]

It really is a shame it's come to this, have you sought any sort of legal advice?

[Parthiban]

I am amazed by this whole story! Have you been up as far as the centre principal? If not, do it as it usually makes things move along a bit quicker.

My car has been damaged once while at Lexus Edgware Road (part of the reason why I don't use them anymore) but they still owned up to it straight away and got it sorted with no complaints.

Head office is usually pretty useless with this sort of thing, but the dealer principal is usually very helpful (it worked for me) so I'd make a real fuss about speaking/meeting with him and I'm sure it'll work out.

Let us know how you get on.

[Steve]

Get that discount in writing, then see a solicitor. By them offering a discount is surely acceptance that they have damaged the car? You would not offer a bean if it was not your fault.

Also add your dealer review here: http://www.lexusownersclub.co.uk/reviews/

[anangrylexuscustomer]

Get that discount in writing, then see a solicitor. By them offering a discount is surely acceptance that they have damaged the car? You would not offer a bean if it was not your fault.

Also add your dealer review here: http://www.lexusownersclub.co.uk/reviews/

Hi everyone who has replied to me!

Thank you all so much for this advice, I really appreciate it and hadn't thought of speaking to anyone else apart from Head Office because I didn't know there was anywhere else I could go. I am glad that I joined this and will call them in the morning and let you all know the latest. (Im not by a computer tomorrow though so will update as soon as I can). Thank you all once again for your help, it is much appreciated

[Rob]

head office cant do anything, the dealers are independant and is just a franchise - if the dealer doesnt want to do anything head office cant make them.

i always make sure to walk around my car with one of the mechs and get them to sign or note on the form that the car is damage free - and i take a copy away with me.

i would contact motoring press - auto express etc and topgear ... u never know they might be interested.

[Steve ( West Mids )]

Why not ask them to claim off THEIR insurance?

[reganlives]

Trading standards ;)

[Haylands]

Hi

Had previous problems with garages, try this site..... once they get an official letter from the county court it is amasing how quick things happen, costs about £50 but you get that back when they pay.

https://www.moneyclaim.gov.uk/csmco2/index.jsp

Also worked for the gas board and N power when I was in dispute with them and getting nowhere....

Good Luck

Also don't switch car brand, switch dealer.....

Pete

[anangrylexuscustomer]

Hi

Had previous problems with garages, try this site..... once they get an official letter from the county court it is amasing how quick things happen, costs about £50 but you get that back when they pay.

https://www.moneyclaim.gov.uk/csmco2/index.jsp

Also worked for the gas board and N power when I was in dispute with them and getting nowhere....

Good Luck

Also don't switch car brand, switch dealer.....

Pete

Hey everyone, I've just had the chance to get to a computer. I have an update..... I decided to call the After Sales Director this morning to express my dissatisfaction with the service I had received and to ask if I could have a copy of the report completed that showed the damage and also for the offer of the discounted work in writing. He was acutally quite nice and said that he knew his colleagues had been discussing this yesterday afternoon and needed to call them to find out the outcome as he had to leave. He said he would call me back. 5 minutes later, he called back and said that they had agreed to pay for all of the damage and supply me with a hire car while it gets done!!!

I am well pleased and want to say thank you to all of you who gave me advice. I took this on board and did what you said and got the outcome I deserve as it wa no my fault.

I'm glad I joined this club and want to show people that you shouldn't give up!!

Take care all and all the best,

A not so angry lexus owner now!!!!!

[Purvesh]

Hi

Had previous problems with garages, try this site..... once they get an official letter from the county court it is amasing how quick things happen, costs about £50 but you get that back when they pay.

https://www.moneyclaim.gov.uk/csmco2/index.jsp

Also worked for the gas board and N power when I was in dispute with them and getting nowhere....

Good Luck

Also don't switch car brand, switch dealer.....

Pete

Hey everyone, I've just had the chance to get to a computer. I have an update..... I decided to call the After Sales Director this morning to express my dissatisfaction with the service I had received and to ask if I could have a copy of the report completed that showed the damage and also for the offer of the discounted work in writing. He was acutally quite nice and said that he knew his colleagues had been discussing this yesterday afternoon and needed to call them to find out the outcome as he had to leave. He said he would call me back. 5 minutes later, he called back and said that they had agreed to pay for all of the damage and supply me with a hire car while it gets done!!!

I am well pleased and want to say thank you to all of you who gave me advice. I took this on board and did what you said and got the outcome I deserve as it wa no my fault.

I'm glad I joined this club and want to show people that you shouldn't give up!!

Take care all and all the best,

A not so angry lexus owner now!!!!!

Superb result, a prime example of what can be achieved with the help of LOC and its members!

[Steve ( West Mids )]

You probably won't be suprised to realise lexus and their dealers read these forums and on here are lots of members here have been throught lots of problems with both Lexus and theit dealers so can advise. Also the opposite applies where members on here can recommend dealers who have given excellent service.

[TommyH]

Great outcome Steve, chuffed for you mate, just shows a bit of grit and determination goes a long way ;)

[Parthiban]

That's a fantastic result, well done for sorting it :D

Hope to see you around here more often now too (perhaps some pics of your freshly repaired car will be in order too )

[anangrylexuscustomer]

That's a fantastic result, well done for sorting it :D

Hope to see you around here more often now too (perhaps some pics of your freshly repaired car will be in order too )

Hey, I might just do that, although I will be selling the car now as I have just bought a brand new Audi A4 convertable S Line! (Thanks Parthiban!)

[Parthiban]

You can't actually sell your car on here unless you're a Gold member, so before the mods delete or close the thread, thought I'd just warn you to edit your post :)