Dealer Damage

[Andres G]

Thanks for your input, everyone. I will post updates as I learn more.

@OregonLC, From what I gather, they damaged the rear bumper cover, lower rear hatch, and possibly the quarter panel. I have no idea what damage exists underneath.

@ridetime, I totally get your point. I am not looking for a new car out of this deal. I love this car and this certainly isn't going to ruin it. I want to get a good fix. I am mostly using you all as a litmus test and to pick everyone's brain to make sure I don't miss any important things.

@bloc, They didn't try to hide it but were not very apologetic about it either. Generally, I am still in shock and want to make sure everything is handled correctly since this isn't something I have ever dealt with before.

I did ask them to take a look at a coolant leak (go figure) that they 'pointed out to me.' I was planning on fixing this myself when it warmed up a bit, but I won't complain if I do not have to. No answer yet on if they want to fix it or not.

View attachment 2217203View attachment 2217205

This doesn't look terribly bad, but like others have said, I would pursue adequate quality repairs. Definitely all new factory parts, and a good paint prep and work.

I had something very similar happen to me on a 2011 BMW X5. In my case they had not noticed the damage to the bumper until I went there to pick it up. The SA immediately said they would call in "the guy that sprays our bumpers and have him do it tomorrow" - At this point I requested to speak with the Service Department GM and explained my discontent with "some dude spraying the bumper in the parking lot." Off course he nodded in agreement and put me in the absolute best loaner he had (a 7 series with 0 miles on the clock) and told me not to worry about anything.

It took them over three weeks to get the car fully fixed, as they broke both reflectors when pulling the bumper and had to wait for parts to get in. As a bonus, they did a full cut & buff to the whole car, and returned it to me looking like new. I wish it had not happened, but I had absolutely nothing to complain about after the ordeal was finished.

I'd expect a fully seamless repair using factory components, plus an equivalent loaner. No more, no less. If they push back on any of that at all, then raise hell. Mistakes happen, but there's no excuse for you not being made whole. I wouldn't accept a substandard loaner if it doesn't fit your needs, and I wouldn't accept anything other than a first rate repair.

This is a very fair and reasonable statement - I'd say a benchmark.

 

[tacoduck]

So you take your 12 year old car in to Lexus for a free recall, you ask them to diagnose a coolant leak, and they ding your bumper. owner expects diminished value + full repair + a full size loaner. Good luck with that.

I will say this, lexus really cares about customer satisfaction and dealers are graded on it. I’d probably call Lexus corporate and share your experience.

 

[nwfl4runner]

So you take your 12 year old car in to Lexus for a free recall, you ask them to diagnose a coolant leak, and they ding your bumper. owner expects diminished value + full repair + a full size loaner. Good luck with that.

I might rephrase that to "owner should be put back in exactly the same position he/she was had this not have happened." Anything less, and the owner is the one taking it on the chin.

 

[OSUAviator]

Quick-update:
I called the dealer to check on the status of everything. While I was initially promised the car would be done last Friday, it isn't, due to waiting on parts. I pretty much knew that the initial timeline was unrealistic and it bothered me that the service advisor made such a promise in the first place. They are now saying probably the end of this week (keyword: probably). This might be my only contention with this whole ordeal, there has not been very good communication from the dealer.

All and all, this could have been much, much worse. You are all right, its an older car. I am not worried about diminished value. Someone buying a 12-year-old car (if I was even going to sell it anytime soon) is not going to care about an accident. Honestly, I wouldn't be surprised if the next owner gets a Slee bumper set up if I don't beat them to it at some point. However, there is a liability taken when a dealer takes cars in for service. Please know that I have not yelled at anyone as it wouldn't do me or them any good. I am also specifically not mentioning the dealer because they are giving me a loaner and fixing the damage. Everything else is truly petty in my opinion.

If this is all they do, I truly don't have a leg to stand on for anything else. I know this and I am not being pushy with them. Anything extra the dealer chooses to do, I will be very grateful for. My goal with this post is simply to ask this crowd their opinions on what questions I need to be asking to make sure I get a car back in a similar condition to what I dropped it off as. I am not asking for advice on how to get the most out of / screw the dealer.