Here is the reply....
Thank you for your email dated 15 October 2010 and for taking the trouble to contact us.
I was sorry to note your comments and to learn that you are unhappy with the variation in service prices you have been provided by Lexus Cheltenham, Lexus Cardiff and the Sytner Group, I can understand your concerns and why you have felt it necessary to write to us.
I would like to take this opportunity to explain that the Lexus Centre network is made up of franchised independent companies and as such the cost to service a vehicle will vary depending on the Lexus Centre. The actual components will be the same recommended retail cost throughout and the Centres will set their own labour rates in accordance with their individual business needs.
We are actively looking to control prices and reduce ownership costs wherever possible, as such Lexus have implemented the Essential Care programme as an alternative for the standard Lexus service for older vehicles.
The standard Lexus service is designed for vehicles typically 0-3 years old that are still covered by the manufacturers warranty and that do normal mileage within that life cycle. These vehicles need to be maintained to factory standards and these services include a number of adjustments and replacements because of those typical demands.
The Essential Care service only addresses those essential adjustments and replacements needed following those first 3 years and ensures the vehicle is kept to a good basic standard of safety and road worthiness. Naturally, price and content is proportionate.
If you would like a further breakdown of the costs quoted by a Sytner website, I would respectfully suggest that you contact the Service Manager at your preferred Sytner Lexus Centre as they are best placed to discuss your needs and provide you with a service quotation. They are also best placed to provide a breakdown of the costs to service your vehicle.
With reference to the future servicing of your car, I would like to confirm that the maintenance can be completed at a garage of your choice. I can also confirm that in doing so the manufacturer's warranty on your vehicle will only be affected if a failure results from maintenance that is not keeping with the manufacturer's recommendations and guidelines.
In order to avoid this situation occurring it is incumbent upon you to keep records that can corroborate that maintenance has been completed in line with the recommended service schedule and that it has been completed in accordance with the manufacturer's recommendations. I trust this clarifies the situation and we would always advise customers to use the facilities and expertise that are available within Lexus Centre network. This is due to the fact that they have instant access to the latest technical training and vehicle information.
It may also be worthy to note that if you wish to purchase an extended warranty, the terms and conditions of the policy do state the car must be serviced by an authorised Lexus Centre.
In closing, I would like to thank you for taking the time to write to us and for bringing your concerns to our attention.
Yours sincerely
Sam Ragan
Customer Relations Executive