Dealer service

[Sandman1]

I perform all of my own service on all of my cars, including my 2001 LX470. I currently have a problem that neither myself or my local shop can solve. Lexus of New Orleans refused to perform any service on the car as it is over 10 years old and not dealer maintained. I have never seen this with any other manufacturer. Is this a standard Lexus policy nationwide? Has anyone else run into this?

 

[KillerBox]

I haven't heard of that before. I take my 2001 LX Lexus to a Toyota dealership in Daphne, AL. because it is closer and has more convenient hours. So you could find a Toyota dealership.

 

[Dwight S]

Unless you've had a run-in with that Lexus dealer, I'd get on the phone to Lexus USA and discuss with them. They'll be your biggest advocate.

 

[cruiserdan]

I perform all of my own service on all of my cars, including my 2001 LX470. I currently have a problem that neither myself or my local shop can solve. Lexus of New Orleans refused to perform any service on the car as it is over 10 years old and not dealer maintained. I have never seen this with any other manufacturer. Is this a standard Lexus policy nationwide? Has anyone else run into this?

If you want to have some fun why don't you call the Lexus customer service center and let them know what that dealer told you....

 

[planomateo]

Toyota is serious about customer service, as others have stated, wouldn't take much effort to change Lexus of New Orleans perspective.

 

[Clunky]

This post makes me that much more thankful to have @murf and Camelback Toyota!

 

[Sandman1]

I called Lexus USA customer service and was informed that the dealers are individually owned and that these kind of policies are allowed by Lexus. I have to admit I was shocked. The only other dealer in the area is Lexus of Mobile. Approximately 4-5 years ago I had them replace the CV joint boots on the vehicle and when they reassembled the vehicle they did not torque down the 2 nuts holding the wheel on, did not fold over the washer between the 2 nuts, and did not put the c clip on the end of the front axle resulting in the passenger side front wheel literally almost falling off. Needless to say I will never take any vehicle back there. I will try the local Toyota dealership. I've had great luck with them for my daughters' 4Runner and RAV4. I greatly appreciate the above replies.

 

[aging fleet]

If you share the details, the group may be able to help with the problem too.

 

[murf]

I perform all of my own service on all of my cars, including my 2001 LX470. I currently have a problem that neither myself or my local shop can solve. Lexus of New Orleans refused to perform any service on the car as it is over 10 years old and not dealer maintained. I have never seen this with any other manufacturer. Is this a standard Lexus policy nationwide? Has anyone else run into this?

That's some weak sauce on the part of the dealer!

This post makes me that much more thankful to have @murf and Camelback Toyota!

Thanks Clunky, we LOVE old Cruisers!

 

[abuck99]

Guessing that Lex dealer doesnt have any techs competent or trained on the 100 platform. Depending on the complexity of your issue, it could be hours of diagnostic work to get to the root cause or not get there at all. Usually that excercise wont cover their costs, and then customers balk at the price of diagnostic work or the repair or later dispute with their credit card company.

Not saying thats good customer service to turn you away with out a solution where you can choose the outcome but suspect theyve been down this road before and learned from past circumstances to pass.

Post your issue- maybe somene here has your answer.

 

[Sandman1]

When I discussed the problem with the local Toyota dealer they said they would be glad to take a look. They were very pleasant and helpful. The HVAC control unit in the dash only partially works. It will hold the temp as set, and automatically go from outside air to recirc as needed based on the outside temp. I can adjust the fan manually. I cannot direct the airflow to defrost, but it will automatically go from the floor to the vents once again based on outside temp and need for air con vs. heat. Other buttons do not work. I have the factory service manual and I tried the trouble shooting as described in the manual but I really couldn't diagnose the problem. Hopefully the Toyota dealer will be able to sort it out (without replacing the multi thousand dollar controller in the dash). If anyone has any ideas please let me know. I really appreciate all the above replies and I will post again when I get More info. Thanks again.

 

[TXSunDevil]

When I discussed the problem with the local Toyota dealer they said they would be glad to take a look. They were very pleasant and helpful. The HVAC control unit in the dash only partially works. It will hold the temp as set, and automatically go from outside air to recirc as needed based on the outside temp. I can adjust the fan manually. I cannot direct the airflow to defrost, but it will automatically go from the floor to the vents once again based on outside temp and need for air con vs. heat. Other buttons do not work. I have the factory service manual and I tried the trouble shooting as described in the manual but I really couldn't diagnose the problem. Hopefully the Toyota dealer will be able to sort it out (without replacing the multi thousand dollar controller in the dash). If anyone has any ideas please let me know. I really appreciate all the above replies and I will post again when I get More info. Thanks again.

The LX controls come up for sale on Ebay fairly often. You can also replace it with a 3 knob land cruiser control and delete the nav
TEMPERATURE CONTROL WITHOUT DISPLAY US MARKET FITS 98-02 LEXUS LX470 11320419 | eBay
Hopefully they get it worked out. If not you can always completely remove the navigation screen and install a new control at the same time. You have plenty of options.
Pre-03 nav delete how-to

 

[bulax99]

The scary thing is that there a dozen or so MAJOR automotive groups (Van Tuyl, Asbury, Sonic, AutoNation, Group 1, Hendrix, etc) that own an alarming majority of all the dealerships in the US. Those the I listed own 750 combined. There are two main auction companies: Mannheim, and Adessa.

So if the information OP received about “individual” dealerships apply the derivitive to that statement is that major automotive groups are also the ones who will set these policies.

I have been in the automotive industry for decades and there are really not any individually owned dealerships in Texas. Excluding the ones in the small cities (even Weatherford for example - there are 10 dealerships owned by two different families) the remaining few left will be acquired soon, forced to sell or aren’t worth acquiring because they only sell 50-60 cars a month.

Think your gonna get a better deal on a new car from one toyota dealership over the other one across town? Think again. They’re both owned by the same auto group.

Van Tuyl, which was just bought by Berkshire Hathaway, forces top to bottom business to business interactions between their dealers and all other Hatthoway owned subsidiaries. They own uniform companies, additive companies, etc...

A Lexus dealer, owned by a group that owns 12 other Lexus dealers, sells cars but inasmuch also leases about the same or more, and those trade-ins and lease returns are brought back in to CPO them for sale in their used car department. Free service for new and CPO cars also, plus the consistent repair income from those customers. The remaining cars they don’t want are sent through one of the two major auctions in their own dedicated “group” lanes where they can command a premium for those unwanted vehicles and better deal from the auctions. There are auto groups that bypass Manheim and Adessa altogether and build their own auction so they can follow the profit from beginning to end. Also, who do you think will get a better deal from Lexus on purchasing vehicles from them? An independent Lexus dealer or an automotive group who owns 12 dealerships?

The industry is fast becoming a closed loop system.

Find a good independent shop because the dollars you are willing to spend at a dealer will fall on deaf ears with more regularity like the OP experienced.