Another (Bad) Lexus Dealership Story - Lexus IS Forum
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post #1 of 15 (permalink) Old 10-15-2010, 09:58 AM Thread Starter
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Another (Bad) Lexus Dealership Story

So, I have my car at Erin Park Lexus in Mississauga, Ontario (Canada) to swap my summer tires with my winter tires and while I am there, I ask the guy if he can look into any recalls on my car and he gives me the...

"Oh no, can't do that, I have to check with Lexus USA and get back to you".

I think... okay, I'll be the recalls apply to both side of the borders... but I won't push it..

Next, I ask him about a couple of the TSB's and he responds (with a look of indignation) with:

"How do you even know about TSBs?"

To which I say, "because they are available online". He goes on a 5 minute tirade of how they are not online and consumers aren't even supposed to know about them.

Long story short is that he says (again) because my car was purchased in the USA, Canadian dealerships don't have to do and TSB repair work because they won't get paid.

Again, not going to argue with him, but this dunce was just so arrogant, so rude, so nasty I was quite surprised (although my recent history with Lexus, this should not have been a surprise to me).

Don't get me wrong, I still LOVE my car and I would still buy a Lex again, but I really think their customer service STINKS. I think it is abysmal. My wife gets much better treatment at HONDA, if you can believe it.

Long story short, I continue to be very disappointed in Lexus Service.

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post #2 of 15 (permalink) Old 10-16-2010, 07:28 PM
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I've been dealing with Erin Park for awhile now and your experience is NOT too surprising,...they go through service people like underwear,...and the good ones don't hang around,...unless you purchase your car from them you're treated like e. coli.

'06 Tungsten Pearl IS350,...with battle wounds and scars,...almost new.
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post #3 of 15 (permalink) Old 10-17-2010, 09:37 AM Thread Starter
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Originally Posted by clubfoot View Post
I've been dealing with Erin Park for awhile now and your experience is NOT too surprising,...they go through service people like underwear,...and the good ones don't hang around,...unless you purchase your car from them you're treated like e. coli.
Not to mention, while I was there I overheard a guy complaining that he just had his car in for his second service and it came back all scratched up (both sides) after the wash (was my guess).

I listened to the flunkie from Lexus explain to him it was "impossible" that they did it, because nothing "they" did would require them to be around the driver and passenger car.

Meanwhile, I'm thinking... okay, if this guy is anything like me, he knows his car inside and out. I detailing mine weekly. I know ever line, ever scratch, every nick and so on and so forth... so if I went in for any service and the car came back scratched, I'd lose it on the guy telling me "must have happened at a shopping mall".

After the flunkie left, I leaned over to the guy and said... "listen, I have a standing order that they are NOT permitted to EVER wash my car and you might want to consider the same".

Abysmal... but Clubfoot, you I got the feeling (like you said), that if I bought my car from them, it might have been a different story.

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post #4 of 15 (permalink) Old 10-17-2010, 09:42 AM
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why do people even still go to this dealer? its clear they are terrible and do not know what they are doing...

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post #5 of 15 (permalink) Old 10-17-2010, 10:13 AM Thread Starter
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Originally Posted by tsopranoMB View Post
why do people even still go to this dealer? its clear they are terrible and do not know what they are doing...
Well, in fairness to the dealership... I use to live in Bergen County, NJ and my dealership there was no better (Tri-County Lexus).

I had major problems with my first IS350 and after nearly a month of mishandling my car, I returned it to them as a Lemon, pursuant to NJ's "Lemon Law". My current car (2008 IS350) is the Lemon replacement.

Having said all that... this is the second Canadian dealership I've had problems with and it all starts because my car is a "USA purchased car".

Because the US and Canadian dollars are about equal now, many Canadians go south to buy cars and Canadian dealerships do everything in their power not to accomodate such people. However, I lived in the US for over 12 years. I didn't buy there, to skirt the system, I bought because I needed a car. I drove my car in the USA for nearly two years before I moved back to Canada.

Although, walking around the showroom at Lexus, a similarly equipped IS350 (as mine) sells for about 25k more than what I paid. It is OBSCENE that Lexus in Canada sells the SAME cars at that great a markup. More Canadians needs to keep shopping State side until the prices get much closer.

Here is an example:

2010 IS350 with 10,000km (6,000 miles). $52,800. http://www.autotrader.ca/a/LEXUS/IS+...0209112810199/

Now, that is a used car and that price does not include all your taxes and surcharges and whatever other nonsense they can dream up. That is about $10k more than the OTD price in the USA for a BRAND NEW 2011. Considering the parity of the respective dollars, you tell me why? Sure, Lexus will say "economies" of scale, but all the cars are coming from Japan. It's not like their is any greater cost shipping to Toronto than bumble-f*ck Iowa.

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post #6 of 15 (permalink) Old 10-17-2010, 11:10 AM
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Quote:
Originally Posted by Razal View Post
Well, in fairness to the dealership... I use to live in Bergen County, NJ and my dealership there was no better (Tri-County Lexus).

I had major problems with my first IS350 and after nearly a month of mishandling my car, I returned it to them as a Lemon, pursuant to NJ's "Lemon Law". My current car (2008 IS350) is the Lemon replacement.
I hear horror stories from my customers who used to go or have gone once to tri-county...i'm shocked they are still in business after all these years

curious, what were the major problems you had with your first IS350 that qualified it as a lemon?

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post #7 of 15 (permalink) Old 10-17-2010, 03:23 PM
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At least you guys/gals have the ability to go to another Lexus dealer. In the island of Oahu, Hawaii, there is only 1 Lexus Dealer. So far, they have been ok. But, if they became nasty, there really is nothing you can do. Yea, you can complain to Lexus but would you really want to bring back you car to them afterwards? BTW the Lexus dealer is not part of Lexus USA. You guess it, they are part of Servco Pacific Inc. which is the authorized distributer of Lexus vehicles. Who, BTW, is the same people that own Servco Lexus dealership, the only dealer in Oahu Island. The other Lexus dealer is on Maui, who.... right again is own by Servco.
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post #8 of 15 (permalink) Old 10-17-2010, 08:37 PM Thread Starter
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Quote:
Originally Posted by tsopranoMB View Post
I hear horror stories from my customers who used to go or have gone once to tri-county...i'm shocked they are still in business after all these years

curious, what were the major problems you had with your first IS350 that qualified it as a lemon?
I've written at length about the ordeal here, so I'll give you the abbreviated version.

My car started to stall when I would reverse and move the shifter into park. First, I was told "driver error". I was "allegedly" reversing too fast and dumping the car into drive too quickly causing it to stall. Total BS. I wasn't doing that, but as many guys on this forum told me, they tested their cars and no one would stall under similar circumstances.

Kept doing it until one day, the car just died in front of my house. Told Lexus to send a flat bed. They send a regular tow, because they said (over the phone) that they knew it was only a dead battery. Guy comes out of the truck and I say, "it's a lot more than a dead battery". He puts a charger on it, and restarts the car and it fires up right away. He looks at me and says "told ya".

I say, "oh yeah... put it in reverse, move a few feet, stop, put it into park and lets see how far you get". He does and it stalls out.

He reconnects the charger. This time he can't get it to start. He keeps trying until I smell burning. He stops. An hour later, I have a flat bed at my house. Off to the schmucks at Tri-County Lexus.

They have the car for two weeks and they "fix" it. Can't remember what they said it was, but total BS, they had no clue. I am at the dealership picking my car up and I press the ignition button and the car just screeches at me. I mean, a sound you NEVER want to hear from your car. One of the mechanics is standing right beside me and he says "what did you do". I said "I pressed the button".

Back in for two more weeks.

I get a call and they say "we've finally figured it out... you had a defective ECU and when we swapped it out with one of our loaners, the car is fine. We've ordered you a new one, you'll have your car in two more days".

I said, "Oh I'll take my car back for now, but Lexus already has my certified letter demanding a replacement".

When I got my car back, it wasn't quite the same. For whatever reason, I noticed a big difference in power. Really noticeable.

I kept that car for about two months before I got the one I have now. During the entire ordeal, they treated me so poorly, I was amazed. They tried to pin the blame on my driving at every turn. Just wild.

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post #9 of 15 (permalink) Old 11-02-2010, 09:01 PM
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Quote:
Originally Posted by Razal View Post
So, I have my car at Erin Park Lexus in Mississauga, Ontario (Canada) to swap my summer tires with my winter tires and while I am there, I ask the guy if he can look into any recalls on my car and he gives me the...

"Oh no, can't do that, I have to check with Lexus USA and get back to you".

I think... okay, I'll be the recalls apply to both side of the borders... but I won't push it..

Next, I ask him about a couple of the TSB's and he responds (with a look of indignation) with:

"How do you even know about TSBs?"

To which I say, "because they are available online". He goes on a 5 minute tirade of how they are not online and consumers aren't even supposed to know about them.

Long story short is that he says (again) because my car was purchased in the USA, Canadian dealerships don't have to do and TSB repair work because they won't get paid.

Again, not going to argue with him, but this dunce was just so arrogant, so rude, so nasty I was quite surprised (although my recent history with Lexus, this should not have been a surprise to me).

Don't get me wrong, I still LOVE my car and I would still buy a Lex again, but I really think their customer service STINKS. I think it is abysmal. My wife gets much better treatment at HONDA, if you can believe it.

Long story short, I continue to be very disappointed in Lexus Service.
What's a TSB??
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post #10 of 15 (permalink) Old 11-02-2010, 09:34 PM Thread Starter
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Originally Posted by skylinepkr View Post
What's a TSB??
Technical Service Bulletin

When there is a known problem with the car that Lexus will fix (for free) but doesn't warrant a recall.

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post #11 of 15 (permalink) Old 11-04-2010, 12:26 PM
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Originally Posted by Razal View Post
Technical Service Bulletin

When there is a known problem with the car that Lexus will fix (for free) but doesn't warrant a recall.
ohh okay, thanks!
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post #12 of 15 (permalink) Old 11-04-2010, 01:29 PM
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Quote:
Originally Posted by Razal View Post
Technical Service Bulletin

When there is a known problem with the car that Lexus will fix (for free) but doesn't warrant a recall.
ONLY if the customer explains a specific problem or concern and then the technicians check the database for any fixes and usually TSB's come up to be done...but they are not done just without any cause

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post #13 of 15 (permalink) Old 11-04-2010, 01:34 PM Thread Starter
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^^^ Yeah, and brings a written copy of the TSB with them and video evidence of the problem etc. etc. etc....

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post #14 of 15 (permalink) Old 11-06-2010, 10:56 PM
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At Lexus of Bellevue, they don't do a TSB unless they can verify that they can reproduce the problem. I recently had the TSB done for my AWD IS250 for the cam gear.

For this case, I was lucky. They were unable to reproduce the problem even thou I describe the issue which was happening during starting/shut down of the engine where there was a knock. Based on my description and referencing the TSB for cam gear replacement, service was able to get the approval from Lexus to go ahead with the repair without requiring duplication of concern.

This does not happen open, probably the person who had that power who can authorize the repair was in a good mood that to give the go ahead.

Last edited by Sango; 11-07-2010 at 01:00 PM.
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post #15 of 15 (permalink) Old 11-07-2010, 10:16 AM
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Infriggin insane!!!! WOW! I guess I have been lucky. My dealer experience has been the total opposite. I have always been treated with the utmost courtesy and professionalism.

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