a sad experience with Lexus of Beverly Hills (Jim Falk)

[FNFZ4]

This is the most frustrating service experience I have ever had. Sadly, its with a company that is well known for its white glove treatment of its customers. Today is the last straw.

It all started in December. I took the car in for its 10k service. When I got the car back, they scratched the leather steering wheel. I was really pissed and talked with my service adviser. He said, no worries, bring it back and Ill take care of it. I told him ill bring it back on the 15k mile service.

Brought the car back last Thursday, They kept the car until Monday 4/15/2013 because I complained that the air-con smells sometimes and they determined that its mildew. So they needed time to treat the mildew.

I got the call yesterday the car was ready...when I got to the vehicle, I noticed there was a scratch again on the steering wheel. I pointed it out to the adviser again and he said ill check other cars if that's the norm... I am like, how is that the norm? This scratch was really worst than the previous steering wheel. My Adviser said not to worry if you are not satisfied ill replace it again. Pressed for time I said ill bring it back again. After I drove off the lot and made my first right turn, I heard a clinking noise inside the steering wheel! something was loose! It sounded like a nut or bolt inside that was left! Frustrated, I pulled inside the service department again and pointed out the issue to my adviser. He apologized and said he will give me another loaner and they will fix the issue asap. Fine....

I then got a call this afternoon and said my car is ready with new steering wheel and the loose item has been fixed. YEY! finally. I was going to that dealership so much I should apply for a job there already. To my surprise, there are 3 dents on the passenger front door!n OMG! This is the last straw. I asked for the service Manager. He wasn't very empathetic. He was like, ah okay if that's not in the list of damage when the vehicle was brought in then that's our responsibility and we will correct the issue. He sounded like a recording showing no emotion or empathy at all! The worst part is, now the whole door has to be painted! I dont want a non factory painted car because it depreciates the value of the vehicle!

Now they have the car again and they will bring it to the body shop. So frustrated that I am contemplating on writing to Lexus USA.

[h999r]

Damn. That sucks. Sorry to hear. You did a right way, report them.

[AzPaul]

As a person who's spent most of his adult life in customer service, I can only say that's pathetic. Not only did they fail to live up to your expectations but the problems they gave you were worse, everytime. Not only should you write Lexus USA, you should repost this story in every forum you have access to.

One bad experience will happen.
Two, it's not unheard of.
Three, they deserve all the crap you can bring 'em.

Customer service like that gives us all a bad name.

[SUBversive]

Ugh. Been there and I feel your pain.

[MichaelB_Can]

I would most definitely make the call ! It sounds like they are treating your car terribly and you worse !
Someone needs to put them in there place ! You didn't buy a compact , good god ! , and good luck !


Mike B , Canada ⌚

[FNFZ4]

Thanks Guys....

I never get treated this way with BMW... When this is all done, I will be bringing the Lexus to Lexus of Glendale and try them out.

[h999r]

Exactly bro , they have one in Glendale. I used to go there awhile back. No complain.

[Kingair]

Originally Posted by FNFZ4

Thanks Guys....

I never get treated this way with BMW... When this is all done, I will be bringing the Lexus to Lexus of Glendale and try them out.

Good luck but still I would contact Lexus USA and see what they have to tell

HAGOne

[Bangel]

That's disappointing to hear and completely unacceptable. I can completely relate to your predicament.

I would definitely take this issue further up the food chain.

I guess with these things sometimes it can be the luck of the draw. We've owned Honda, Lexus and BMW and our experience has been the opposite of yours. The after sales service and diligence with Honda and Lexus has been/continues to be exemplary. With BMW, ahem, far less so......

Hope it gets sorted out to your satisfaction.

[Hairdude1]

Sorry to hear. Write a letter to Lexus. That is unacceptable

[cop414]

Unacceptable, I would complain and then complain some more. This wasn't some old pick up truck, not that it should matter. They damaged your property, I would bitch right up the Lexus food chain all the way to the top.

[gmh1013]

Toyota builds some great cars but the dealer network leaves something to desired ....this includes Lexus also.
You would expect stuff like this at a used car dealer, but that door ding I would be going postal over that!

[wantonebad]

Sounds like the leadership team at that dealership is not running a TQM ship. I would also suggest writing Toyota management about this issue.

[AIKO]

they should be giving you a loaner while all this is happening no?

[Cru Jones]

it's almost as if someone at the dealership has a personal problem with you. very strange.

hope you get it all sorted quickly and to your satisfaction.

[teqp]

I would definitely write /email to Lexus USA in a detailed letter, maybe include the photo of the damage. The good thing is that it sounds like they are fixing it for you, but it shouldn't have happened in the first place. Sorry to hear about your troubles.

[Brunotheboxer]

Toyota just isn't what it used to be. I'm sure other dealers will be better but this still should never have happened.

[JP Chestnut]

Originally Posted by Cru Jones

it's almost as if someone at the dealership has a personal problem with you. very strange.

hope you get it all sorted quickly and to your satisfaction.

It seems more likely to me, that there's a general lack of concern for quality work at this dealership - I find this to be the case far too often among dealers and it has little to due with the cost of the car.

[djemmtee]

Sorry to hear about your bad experience.

Try newport lexus...they are the best!

[FNFZ4]

UPDATE:

I called Lexus corporate. Spoken to a customer satisfaction agent and she said that the dealership rep will give me a call within two days. I got a call after two hours which is pretty impressive IMHO.

HOWEVER, she said that they do not own the dealership and that they are franchises Okay..... I know that...

Basically she told me to kick rocks and call the dealership customer satisfaction manager at Jim Falk and complain there because they cant do anything at corporate because its a franchise all she can do is to document the issue and submit it to the executives for their monthly meeting.

Where is the awesome Lexus service they been bragging about? Even Audi does better than this! When I had a problem with Audi that the dealership could not fix, corporate stepped in and sent a master technician to take a look at the issue. He was not able to fix it either but the effort was there!

[Kingair]

Originally Posted by FNFZ4

UPDATE:

I called Lexus corporate. Spoken to a customer satisfaction agent and she said that the dealership rep will give me a call within two days. I got a call after two hours which is pretty impressive IMHO.

HOWEVER, she said that they do not own the dealership and that they are franchises Okay..... I know that...

Basically she told me to kick rocks and call the dealership customer satisfaction manager at Jim Falk and complain there because they cant do anything at corporate because its a franchise all she can do is to document the issue and submit it to the executives for their monthly meeting.

Where is the awesome Lexus service they been bragging about? Even Audi does better than this! When I had a problem with Audi that the dealership could not fix, corporate stepped in and sent a master technician to take a look at the issue. He was not able to fix it either but the effort was there!

For me this is a really cheap explanation . . .

I thought that Lexus could do better . . . and I am pretty sure they can !

Good luck

HAGOne

[cop414]

Alfred,
You know I read your post first thing this morning and as I was going about my day I found myself thinking more and more about it and it really pissed me off more that this morning. The damage to your vehicle had to have been known by the employee who caused it, that they did not tell anyone is beyond dishonest. I hope you get some satisfaction but I have a sneaky feeling that you won't. Please keep us posted on the outcome. Good luck.

[Rockrolex]

Sorry to hear about your experience at Lexus of Beverly Hills, Alfred. We've been dealing with Lexus of Rockville (MD) for over 20 years and have always gotten exemplary treatment, both in buying cars and when servicing them. With one exception, their sales team has been great and their service department has always been the best. We get a loaner automatically when we bring either car in for service (I have one of the first SC 430's and my wife currerntly has the latest and greatest LS 460). I plan to drive the SC into the ground (of course that may be in another 25 or 30 years), whereas my wife trades every 4 years.

[figbo]

I think they know you're a lawyer,Ed.

[Rockrolex]

Originally Posted by figbo

I think they know you're a lawyer,Ed.

Of course they know, Raf. Why else do you think I get such good service.

[mastermixer]

I have been having similar experiences recently with Falk. They used to be excellent, and go out of their way to do anything and everything for me. The last two times I went, I was told that rats chewed through all the wiring in my wife's car, and that it would be $2000 and not covered on my warranty. I eventually talked (yelled) them down to $500, and my wife sent it into the Lexus warranty anyways and they covered it.

Also, the mirror wasn't working on the passenger side, and I got the same "I'll have to check if they work on other cars" answer

The attitude has defiantly changed in the past few years

[dba]

Afternoon Alfred,

Since you live in Glendale, I'd give the hometown dealership a chance. If you bought the car in BH, I can see driving the 15 miles each way for service, however it's obvious that you're not getting the service you should and I'd let them know your relationship with them is finished. I'd make sure you inform them that you're going to MF the BH dealership to anyone that'll listen and to some who won't.

They're called "Stealerships" for a reason! Good luck.

[FNFZ4]

First and foremost I would like to thank everyone for listening to my rant I appreciate the support you guys have given me an I do appreciate you all! Thats why I love this place! This is indeed my second home....

Originally Posted by Kingair

For me this is a really cheap explanation . . .

I thought that Lexus could do better . . . and I am pretty sure they can !

Good luck

HAGOne

Marc,

I dont know if they can. If corporate cant do anything what would scare these dealership into shaping up? If they wont get a slap on the hand, I dont think they will shape up.

Originally Posted by cop414

Alfred,
You know I read your post first thing this morning and as I was going about my day I found myself thinking more and more about it and it really pissed me off more that this morning. The damage to your vehicle had to have been known by the employee who caused it, that they did not tell anyone is beyond dishonest. I hope you get some satisfaction but I have a sneaky feeling that you won't. Please keep us posted on the outcome. Good luck.

Tim,

Thanks! You are right. It makes me sick that there are people that are so dishonest! Why wouldn't he/she say something if it was an accident? Its covered by the dealership insurance anyway?

Originally Posted by Rockrolex

Sorry to hear about your experience at Lexus of Beverly Hills, Alfred. We've been dealing with Lexus of Rockville (MD) for over 20 years and have always gotten exemplary treatment, both in buying cars and when servicing them. With one exception, their sales team has been great and their service department has always been the best. We get a loaner automatically when we bring either car in for service (I have one of the first SC 430's and my wife currerntly has the latest and greatest LS 460). I plan to drive the SC into the ground (of course that may be in another 25 or 30 years), whereas my wife trades every 4 years.

God,

Thanks. If this goes on, I dont know what Ill do! Good thing is that I have all the time in the world now if I want to take legal action against the dealership if this does not get fixed! if they dont do a good job im going to ask for a new door!

Originally Posted by figbo

I think they know you're a lawyer,Ed.

Originally Posted by Rockrolex

Of course they know, Raf. Why else do you think I get such good service.

I should have continued law school.... It might be wise to revisit that thought now.

Originally Posted by mastermixer

I have been having similar experiences recently with Falk. They used to be excellent, and go out of their way to do anything and everything for me. The last two times I went, I was told that rats chewed through all the wiring in my wife's car, and that it would be $2000 and not covered on my warranty. I eventually talked (yelled) them down to $500, and my wife sent it into the Lexus warranty anyways and they covered it.

Also, the mirror wasn't working on the passenger side, and I got the same "I'll have to check if they work on other cars" answer

The attitude has defiantly changed in the past few years

Robert,

you should file a complaint like what I did to Lexus corporate. They wont do anything but if more people complain about this dealership then corporate my jump in.

Originally Posted by dba

Afternoon Alfred,

Since you live in Glendale, I'd give the hometown dealership a chance. If you bought the car in BH, I can see driving the 15 miles each way for service, however it's obvious that you're not getting the service you should and I'd let them know your relationship with them is finished. I'd make sure you inform them that you're going to MF the BH dealership to anyone that'll listen and to some who won't.

They're called "Stealerships" for a reason! Good luck.

David,

Its a long story my friend. I bought the car at Lexus of woodland hills because I got a super deal at 12% off MSRP. The wife works right next to Jim Falk Lexus. Its her car now technically since the wife tried the car and wanted it for herself! She used to be a Honda woman content with her 2010 Honda Insight. But she fell in love with the CT200h.

So it was confiscated by the boss! No worries, I drove the Honda Insight and I have a 2001 daily beater and a 911 so its okay. Business was picking up and I needed more capital so I decided to sell the 911 and the Insight so I can use the proceeds to buy more inventory and just use the 2001 Civic. Civic died this March would not start and I didnt want to deal with it so I bought a 2010 CPO 128i as my daily. I will try Lexus of Glendale but that means she will drive the 128i and I am afraid that if she drives it, she might confiscate it too

[Lgear080]

I've always made it a point to avoid dealerships.

All of my cars are outside of warranty so there is
Really no reason to deal with their bs. For each make
I've found the local expert (read: trustworthy) shop
And also have a mechanic that I rely on for an
Opinion on any majors.

You will never ever get decent value repairs or trustworthy
Advice from a dealer EVER.

Fnf is rightfully pissed. Don't expect a positive outcome
Regardless of effort so is suggest expending energy in
A more positive way.

[Trouble15]

Sorry to hear about your experience. Hopefully you find some upside soon and the dealership does the right thing.