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Lexus Leicester - Is This On?


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I went in for:

replacement front number plate

replacement front wipers

and brake pads/discs (front only) check and replace (if needs replacing but just do the job!)

I'm pretty sure it did, as when the car is in 'P' i have my foot on the brake, select gear 'R' and it still starts moving!

2hours and 30/45mins later I am told:

We have completed a VSR

1. Your oil needs topping up

2. and yes your front pads and discs needs changing if you want it changing its gonna be another 1hour upto 1 and half

They also said that calliper is seizing (front side), but said they would need to open up the wheel to check it properly - does mean they just did a visual check?

I was so angry at the time, that in 2 1/2 hours they had the car, they just confirmed to me they do need replacing, is this a joke? Since they wasted my time, I just said I will book in the job another time (didn't want to wait another further 1hour and half hours).....few days later I booked the replacement pads and discs at Lexus Lincoln for £234 fitted inc vat.

I filled in the 'Feedback form' received in the post, and just wrote my experience and if they wanted to know more just call me. Yesterday Lexus Leicester calls saying we didn't replace it because it was only 50% worn - now they changed their story!

Is 2 and half hours reasonable to wait for them to check this? They knew I would be waiting in reception thats why I brought the car at a specific time they told me to get to work on it straight away.

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I can't stand Lexus Leicester. Their arrogance in both sales and service just winds me up! I only live 3 miles from them yet my RX and her IS both go to Lexus Nottingham as they are LEAGUES ahead! Stay clear of 'em...

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We have completed a VSR

1. Your oil needs topping up

2. and yes your front pads and discs needs changing if you want it changing its gonna be another 1hour upto 1 and half...

...few days later I booked the replacement pads and discs at Lexus Lincoln for £234 fitted inc vat.

Yesterday Lexus Leicester calls saying we didn't replace it because it was only 50% worn - now they changed their story!

Let me get this straight - you booked for work to be done in Lincoln on the basis of an inspection from leicester lexus and then after the job is done they tell you that the work need not have been done?

In my opinion the work should be paid for by lexus leicester as they gave you false information which meant you spent an unnecessary (at the time) £234.

get them (leicester) to put into writing what you were advised both on the day and on the phone after before making any other moves, then write a letter of complaint and compensation of costs.

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Firslty i have worked as a mechanic and mot tester for well over 20 years and have worked at dealrs and indie garages.

Waiting 2 and a half hours for a check is not acceptable. Especially when you had booked an appointment time.

I currently work at an indie garage were we carry out servicing to our standards and dealer standards and belive me the way i service a car is more in depth than a dealer service. We buy, each year a step by step breakdown of every service on every car as laid down by the dealers and most of them dont even take your wheels of to check the brakes untill way into the cars life.

A cars rear brake shoes (sould it have them and not discs) will normally last 60/70k so most manufacturer service mearly check them through a rear inspection hole. The service doesnt remove the drums clean or adjudt the brakes shoes doesnt remove built up brake dust or even put a few extra clicks on the adjusters. So you say they would have to remove the wheels to check the brakes properly, this would inform me that they didnt remove the wheels in the first place therefore they couldnt have checked them. If they didnt remove your wheels what did they actually check for 2.5 hours

Why dealers insist on carrying out a full service report is beyond me. If you booked in for number plates and wiper blades then thats what they should have done nothing more nothing less. Sounds like they didnt do any more than that anyway and just passed the time so you thought they were. A full service 12k service on most cars takes less than 2.5 hours and they was only checking your car. Sounds like someone having you on. I just hope you didnt pay for the 2.5 hours they had you sat in the waiting room, and if they didnt, you have to ask yourself why they can give away 2.5 hours labour, is it because they are trying to get more work out of you and you pay that way, or is it because they didnt actually properly check your car in the first place.

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We have completed a VSR

1. Your oil needs topping up

2. and yes your front pads and discs needs changing if you want it changing its gonna be another 1hour upto 1 and half...

...few days later I booked the replacement pads and discs at Lexus Lincoln for £234 fitted inc vat.

Yesterday Lexus Leicester calls saying we didn't replace it because it was only 50% worn - now they changed their story!

Let me get this straight - you booked for work to be done in Lincoln on the basis of an inspection from leicester lexus and then after the job is done they tell you that the work need not have been done?

In my opinion the work should be paid for by lexus leicester as they gave you false information which meant you spent an unnecessary (at the time) £234.

get them (leicester) to put into writing what you were advised both on the day and on the phone after before making any other moves, then write a letter of complaint and compensation of costs.

The car was first originally booked with leicester lexus, when booking i told them i need you to check and replace the brakes/discs, replace numberplate and wipers.

2 and half hours waiting, the service guy comes into reception and said:

When i first arrived i advised the service desk people that if it needs doing, just do it.

Lexus leicester: Mr. X, we have done a VSR report for your car and the oil needs topping up and we have changed the wipers + plates. and it seems that your calliper is seizing but we need to open up the wheel to check.

Me: And what about the brakes?

Lexus Leicester: yes they do need changing, it will take another 1 and half hours, as we need to open up the wheels and replace them and check the calliper

Me: No, i've waited long enough and all you done is a VSR, number plate change and wiper blade changing in 2 and half hours? and you still need to open up the wheels?!?! what have they been doing ?!

Me: quick call to lexus lincoln. told them what i want checking and if it needs doing how much. i knew the brakes wasn't to good, and with the bad road conditions towards 18th dec time, didn't want to take the risk with worn out brakes.

(i work in lincoln sometimes, and had a service with them before!)

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Firslty i have worked as a mechanic and mot tester for well over 20 years and have worked at dealrs and indie garages.

Waiting 2 and a half hours for a check is not acceptable. Especially when you had booked an appointment time.

I currently work at an indie garage were we carry out servicing to our standards and dealer standards and belive me the way i service a car is more in depth than a dealer service. We buy, each year a step by step breakdown of every service on every car as laid down by the dealers and most of them dont even take your wheels of to check the brakes untill way into the cars life.

A cars rear brake shoes (sould it have them and not discs) will normally last 60/70k so most manufacturer service mearly check them through a rear inspection hole. The service doesnt remove the drums clean or adjudt the brakes shoes doesnt remove built up brake dust or even put a few extra clicks on the adjusters. So you say they would have to remove the wheels to check the brakes properly, this would inform me that they didnt remove the wheels in the first place therefore they couldnt have checked them. If they didnt remove your wheels what did they actually check for 2.5 hours

Why dealers insist on carrying out a full service report is beyond me. If you booked in for number plates and wiper blades then thats what they should have done nothing more nothing less. Sounds like they didnt do any more than that anyway and just passed the time so you thought they were. A full service 12k service on most cars takes less than 2.5 hours and they was only checking your car. Sounds like someone having you on. I just hope you didnt pay for the 2.5 hours they had you sat in the waiting room, and if they didnt, you have to ask yourself why they can give away 2.5 hours labour, is it because they are trying to get more work out of you and you pay that way, or is it because they didnt actually properly check your car in the first place.

You have made some very valid points.

I was booked in for replacement number plates, wiper blades and to check and replace front brake/pads.

2 and half hours later:

they tell me your oil needs topping up, we replaced your wiper and number plate. oh and yes the front pads/discs needs replacing it also seems that your front right hand side calliper is seizing but we need to open it up and check it out.

i got a feedback request from lexus GB and i wrote everything down. few days later, call from lexus leicester saying we didn't change your discs/pads because they were only 50% worn...didnt get to finish the convo my Battery died.

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So Lexus Leicester eventually said only 50% worn ( after the visit ), but you took it to Lexus Lincoln and had them done. So did they really need doing?

Well, thats after i sent the 'feedback' form sent from Lexus HO and i wrote the full story. They called me saying, we didn't do it cause it was 50% worn.

But, the service guy on the day said they did.

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So Lexus Leicester eventually said only 50% worn ( after the visit ), but you took it to Lexus Lincoln and had them done. So did they really need doing?

Well, thats after i sent the 'feedback' form sent from Lexus HO and i wrote the full story. They called me saying, we didn't do it cause it was 50% worn.

But, the service guy on the day said they did.

My feeling is that you have:

1. been messed around by leicester

2. been charged for an unnecessary part replacement

If it were me I would put in a formal letter of complaint to Lexus GB.

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Good point. 50% worn means half left as well as half worn out. Average car does at least 30,000 on a set of pads less if an auto of course but more if motorway miles. If your pads were half worn then thats aprox 15,000 left on the pads, dont know about you but thats a years driving for me and then some

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  • 3 weeks later...

Time to tell my story.... Not all Lexus dealers are good... shock horror!

About 18 months ago, my IS220d went into Lexus Edgeware Road for its 30000 service. I was called by thier service rep to tell me the service was done, but it needed new front discs and pads. It needed new discs because they were lipped and below the minimum depth.

I have driven many new cars over the years, dating back to the 1970's and my first Ford Escort 1300!!

NEVER have I had a set of discs needing replacement at under 50,000 miles, and then only once.

I pointed out to the 'Gentleman' at Edgeware road that ALL discs will lip, and explained to him the principles of friction and wear. I also said that I would not be requiring them to change said discs and pads now, or at anytime in the near future; or words to that effect. I changed my own pads about 4 months later with some nice EBC greens! , the pads still had around 9000 miles left on them I reckon.

Around 6 months later, I took the car for its first MOT to my local indie garage, lovely people, did the MOT and it passed with no problems. I asked them to check the discs after telling them my experience with Fudgeware Road, which they did, and informed me that the discs were well within limits and did not require changing, this was at about 38,000.

At 40,000 the car went in for service to Park Lane Lexus, who I again asked about the discs, guess what... NOTHING Wrong with the discs sir, well within limits!

So there you have it. The car has NEVER been back to Kludgeware Road, nor will it be going to either of thier sister establishments at any time.

There is also another note here. Remember the high fuel consumption 5th Injector problem. Well Smudgeware Road did that recall, improved slightly for about a month, then back to normal. I never reported the problem to Park Lane, as I'd just come to accept that the official Lexus figure's were bullsh*t. At the last service, 50000, and almost at the end of the extended Warranty (ends End of March 2010) I reported it. They gave it a service and called me to tell me they want it back ( next week now ), a loaner will be supplied for the duration, at least a week, as they are going to take the engine out and find out what's the real problem as it's using too much oil, too much fuel and too much water, can't say I thought it was using too much oil and water. However it appears PL Lexus ARE interested in trying to keep customers happy.

Needless to say, I will be using PL Lexus for as long as I keep the 220d, and yes, I'll be extending the warranty for a while longer, although I'll not be buying a Lexus one, as there are cheaper more comprehensive alternatives.

So vote with your feet, if they are trying to rip you off, go elsewhere and let everyone else know too, so we can avoid them as well. In these tighter financial times, dealers need to earn thier customers good will, and bye bye to those who try and shaft us :tsktsk:

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Time to tell my story.... Not all Lexus dealers are good... shock horror!

Not really shock horror but I take your point. It's a good post and I've made a mental note.

Only one dealer tried to pull a fast one with me, it was an Audi garage who told me after a service that work needed doing on the front suspension, it sat uneasy with me so I took it back to where I bought it from 100 miles away. I said the front end seemed to wander and would they check everything out. Came back A1, no problems at all, I kept it another three years and it passed all MOT's.

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Interesting stuff about the front discs.

I've just had a 40K service on my IS250 @ Lexus Wolverhampton. They told me that I'll be needed new front pads and discs in the next 3K - 4K miles. Expected cost is in the order of £360. Wolves seem to be a pretty good dealership but discs wearing out this early seems quite odd to me. There's another thread about this on here somewhere I think, saying that the disc replacement is a warranty item. Can this be true?

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No that doesn't seem acceptable at all, but Lexus Leicester has never had a very good reputation on here. Although I never wait for anything except the MOT, always get a courtesy car, that way is always easier as long as you're not too far away from your dealer.

@Marjohn: Interesting that Edgware Road are still not brilliant, I used to use them many years ago and after a few unsatisfactory visits I switched to using Lexus Woodford and have never looked back. Also good to hear that Park Lane have good service too if I ever need to switch, but they are considerably more expensive than Woodford so hope I don't need to!

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No that doesn't seem acceptable at all, but Lexus Leicester has never had a very good reputation on here. Although I never wait for anything except the MOT, always get a courtesy car, that way is always easier as long as you're not too far away from your dealer.

@Marjohn: Interesting that Edgware Road are still not brilliant, I used to use them many years ago and after a few unsatisfactory visits I switched to using Lexus Woodford and have never looked back. Also good to hear that Park Lane have good service too if I ever need to switch, but they are considerably more expensive than Woodford so hope I don't need to!

Sadly they are more expensive, but not drastically more then Edgeware. I live in north west london so my two nearest dealers are Edgeware and Park Lane. I don't think I really have another option. If I get the car collected from where I work in Canary wharf, then it's either Croydon or Sidcup... All part of the same group.

Woodford could be a possability, drop it off on the way round the North Circular and pick it up on the way back, if they could give me a courtesy car. I'll bear it in mind.

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Interesting stuff about the front discs.

I've just had a 40K service on my IS250 @ Lexus Wolverhampton. They told me that I'll be needed new front pads and discs in the next 3K - 4K miles. Expected cost is in the order of £360. Wolves seem to be a pretty good dealership but discs wearing out this early seems quite odd to me. There's another thread about this on here somewhere I think, saying that the disc replacement is a warranty item. Can this be true?

If you cannot get them under warrenty, and edgeware road said no when I asked them about that, and that was at 30k, although it appears some dealers wil, then get the pads and disks elsewhere and if you can't do them, get your local indy to do them, should cost you less then £250 total. EBC Standard discs and pads work out to about £175.

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Woodford could be a possability, drop it off on the way round the North Circular and pick it up on the way back, if they could give me a courtesy car. I'll bear it in mind.

Yep I'm in north london so slap bang between the two so it wasn't difficult to switch from one to the other. But if you drive round the A406 anyway then definitely give Woodford a look in, their prices are a lot lower than the London dealers and the service is impeccable. And yes they'll give you a courtesy car (I always have one) and they're quite flexible with them - I've done saturday drop offs for a Monday service, and also dropped the car off for work on Friday but then only collected it on Saturday morning.

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