Trust A Main Dealer?

davidrose55 · February 20, 2010

On Saturday 19th February 2010, I took my IS200 to my local Dealership in Norwich. The reason for doing so was for a problematic rear number plate light. The Aftersales Service Manager, of who I have previously had dealings with was most helpful. A mechanic was called across and about 20 or so minutes later the car was returned. The Aftersales Service manager informed me that there was no charge. I left the premises feeling very positive.

I drove away, and within a mile or so used my offside drivers door mirror. I was shocked to find that I had 2 rather odd looking views. The glass was cracked across the middle. The crack was certainly not there when I made the journey to Lexus

I contacted Lexus who advised me that they had examined all CCTV with the exception of about 3 seconds and were unable to locate where my car had been damaged.

This was their response:

As discussed we have reviewed all images and events surrounding the duration of your vehicles presence on site yesterday, at no point of the cars journey was there any evidence to suggest this issue was caused whilst in our care We operate a in completely transparent environment and have always historically taken responsibility in cases where we have an valid obligation.Whist I fully understand your frustrations and disappointment I remain of the opinion we have no obligation on this occasion.

I advised Lexus that I had used my offside mirror on at least 3 occasions during my journey to their premises.

They have agreed to obtain a door glass at 'Cost' for me, however on this occasion I feel concerned and let down.

lexuslloyd · February 21, 2010

Sorry to hear about your bad experience

Im quite surprised they didn't just replace it, knowing my experience with the main dealer they are very very helpful

davidrose55 · February 25, 2010

Sorry to hear about your bad experience
Im quite surprised they didn't just replace it, knowing my experience with the main dealer they are very very helpful

The matter has now been resolved. Lexus - Norwich are now supplying the glass and fitting it free of charge