New LX-470 Fiasco - Need To Vent

[G-Cat]

Garth -

The problem that you're missing is that dealerships are individual franhises. One shouldn't confuse this terrible experience that Geoff is having to endure as being indicative of the typical Lexus experience. I can absolutely see where Geoff would have such a bad taste from his individual experience with this s***ty dealership that he doesn't buy another Lexus (although that would be a shame IMO because we've bought 7 new Lexus vehicles since the brand was introdcued and we've got nothing but great things to say) but I think its a mistake to throw this one dealership's blanket of crap over the entire brand.

Hang in there Geoff.

I'll be the first to admit that I am Mr.-Knee-Jerk...but, unless Lexus steps up and pressures the dealer to make it right, then I will be soured on Lexus. The only reason I ever would consider Lexus over Toyota is because of the rumored HUGE difference in customer service...I aint seeing it here.

 

[hoser]

From the J.D. Power customer satisfaction industry:

"Toyota Motor Corp.'s premium Lexus brand was the highest-rated import marque. But the automaker's Toyota-brand dealer service was ranked below average, although its score improved slightly in J.D. Power's 2005 Customer Service Index study over last year."

http://www.detnews.com/2005/autosinsider/0507/21/C01-254551.htm

 

[greynolds]

I'll be the first to admit that I am Mr.-Knee-Jerk...but, unless Lexus steps up and pressures the dealer to make it right, then I will be soured on Lexus. The only reason I ever would consider Lexus over Toyota is because of the rumored HUGE difference in customer service...I aint seeing it here.

I went with Lexus over Toyota for the following reasons (in no particular order):

1) The rumored improvement in customer service.

2) It seems to be more difficult to find Toyota Land Cruisers than Lexus LX-470's around here.

3) Compared to the configurations you can actually find around here for Land Cruisers, the LX-470 is only a little more expensive and has very real improvements (Mark Levinson sound system, better leather, etc.).

Reasons to go with Toyota:

1) Slightly more aftermarket support (ie: more front bumper choices).

2) Slightly less expensive for basically the same thing (especially where it's important - chassis, engine, etc.).

3) It would be a lot easier to tell most people you have a Land Cruiser than an LX-470. A typical conversation goes something like "what do you drive" - "a Lexus LX-470" - <blank stare> "a what???" - "the Lexus version of the Toyota Land Cruiser" - "oh - cool".

I too am not seeing the improvement in customer service so far - unless Toyota dealers have gotten to be really bad lately, which I see no evidence of.

 

[bluestar]

Geoff:

Having an attorney contact these people will get a lot more mileage than you doing the leg work. Get an attorney to simply write them a letter, and you'd see how fast the process would move for you. I feel so bad for you, man, but hang in there. Persevearance will pay off for you. Remember, you should have a SINGLE goal: that of a as-like replacement of your LX. Stick to that point and don't waver no matter what..... I find clarity of purpose and single-minded/dogged pursuit of that goal always pay off, since the other people will realize you are not dealing, if you know what I mean ? They gotta either put up or shut up. Get an attorney quick !!!

 

[jp213a]

I called the number this morning around 8:30AM EST. The only number they would give me for David Rosenberg was the number for Ira Lexus, which obviously won't get me anywhere.

Geoff:

David Rosenberg appears to have an office next door to IRA Lexus at:

IRA Motor Group
(in the Subaru, Audi, Porsche dealership)
97 Andover Street Route 114
Danvers, MA 01923
(978) 739-8806

When I called this number earlier this evening and ask for David Rosenberg, I was put through to his assistant's voice mail (Pauline).

Good luck.

 

[greynolds]

Geoff:

David Rosenberg appears to have an office next door to IRA Lexus at:

IRA Motor Group
(in the Subaru, Audi, Porsche dealership)
97 Andover Street Route 114
Danvers, MA 01923
(978) 739-8806

When I called this number earlier this evening and ask for David Rosenberg, I was put through to his assistant's voice mail (Pauline).

Good luck.

Wow - some of you are pretty resourceful. Yet another potentially useful piece of info - thanks.

The general manager at the dealer should be back from his trip tomorrow. If I hear nothing that indicates things are moving in the right direction tomorrow, I will be contacting a lawyer in Boston refered to me by a Land Rover buddy who is in real estate law (they went to law school together and the guy he's refered me to appears to have pretty solid credentials).

 

[Campfire]

Here's some interesting reading.
Code of Conduct for Group 1
Especially the part on page 6 about
"By treating our customers with respect, we earn their loyalty"
Wouldn't it be nice to find out all the e-mail address' of the board of directors for Group 1, and send them a link to this thread?

 

[tech_dog]

Mercedes may not have the reliability record of Lexus/Toyota, but thier service is what you'd find at a $100/plate restaurant. The one major repair I had on my mercedes was fixed for free even though the vehicle was out of warranty. The dealer told me "that really shouldn't have happened."

I just thought I'd post that in contrast to the way Lexus is treating Greynolds. This thread has definitely reduced my respect for Lexus.

 

[tech_dog]

I just sent this e-mail to the Lexus satisfaction e-mail address. I used my actual VIN, name, and phone number:

I wanted to make you aware that the problems with Geoff Reynolds Silver 2006 LX-470 purchased from Ira Lexus in Danvers, MA, are highly visible and I find them very upsetting.

I also just purchased a 2006 Lexus LX470 (VIN XXXXXXXXXXXXX), and am surprised that someone purchasing such a premium automobile has received such terrible service. Reading about this situation has reduced the chances that I'll buy other Lexus products in the future.

Tech_dog
XXX-XXX-XXXX

 

[jjbodean1970]

you actual name is Tech_dog?

 

[Jim_Chow]

I went with Lexus over Toyota for the following reasons (in no particular order):

1) The rumored improvement in customer service.

2) It seems to be more difficult to find Toyota Land Cruisers than Lexus LX-470's around here.

3) Compared to the configurations you can actually find around here for Land Cruisers, the LX-470 is only a little more expensive and has very real improvements (Mark Levinson sound system, better leather, etc.).

[snip]

I went w/ Lexus for the same reasons, but 2), then 3), then 1). I found that (at least in the Southwest) asking prices for used '03+ LC's cost as much if not more than a comparable LX. I've even seen private party prices on '03 LC's going for the same as certified '03 LX's with the same or less mileage!

 

[e9999]

coupla suggestions:
- it's great that some folks may be willing to pitch in to help Geff. thanks. Just be really careful what you say so it doesn't make things worse unbeknownst to you. (This is not a reference to TD).
- I would think that when sending in a message of unhappiness, it's best to end it on a positive note making it clear that you'll still be a faithful customer if they fix the problem. Otherwise, if it seems like they've already lost you, why should they bother?

 

[Campfire]

coupla suggestions:
- it's great that some folks may be willing to pitch in to help Geff. thanks. Just be really careful what you say so it doesn't make things worse unbeknownst to you. (This is not a reference to TD).
- I would think that when sending in a message of unhappiness, it's best to end it on a positive note making it clear that you'll still be a faithful customer if they fix the problem. Otherwise, if it seems like they've already lost you, why should they bother?

Very good point! I was just suggesting that ALL parties of management be made aware of the "level of service" that Geoff has received. So often the upper levels are isolated in their offices and are not made aware of how the customer is being handled. It's most likely known in this case that they have a problem on their hands, and something has to be done. I'm sure Lexus has been in contact with the dealership, and it's just a matter of what will be accepted as far as satisfaction goes. Sounds like their playing hard ball here.
"I don't need to know the rules, I just need to know we're playing the game."

 

[greynolds]

I WON!!!!

I knew the general manager was returning from his trip today, so I gave him till after lunch before bugging him so he could catch up with phone messages, etc. Called and got his voice mail - bummer, so I called the service manager. Turns out he's in an all day meeting, but she went and spoke with him. Called me back 10 minutes later to tell me they're getting me a replacement LX-470. May take a few weeks to find one with the right options/color, but I can keep the loaner until it arrives.

I told her 3 things:

1) Thanks...

2) NO GuidePoint or LoJack. Definitely not worth the potential hassle.

3) I'd prefer silver but will take white if they can't track a silver one down.

To say the least, I'm psyched .

No idea if I'll still get the free extended warranty, etc., but I really don't care - they've finally stepped up to the plate and done the right thing.

 

[G-Cat]

I WON!!!!

 

[Josh83]

Congrats Geoff! I knew if you could get ahold of the right people, things would be taken care of. As they say, the squeeky wheel gets the grease.

 

[greynolds]

Congrats Geoff! I knew if you could get ahold of the right people, things would be taken care of. As they say, the squeeky wheel gets the grease.

It's not clear if Lexus customer service had anything to do with it or if the dealer finally decided that it was time to paint it yellow and get me a replacement. I think it was obvious to anyone that the dealer had to do SOMETHING - they had to know that I would get a lawyer involved sooner or later if they didn't resolve the problem and that they wouldn't have a hope of winning.

It will be interesting to see how the freebies they had agreed to (warranty, free 15k service, etc.) play out. Not going to push it either way, but if they still include them in the end, perhaps they've won a customer over. If not, I'll still be happy with the final outcome - getting the replacement vehicle should make things right.

Did I mention I'm happy?

 

[Gohawks63]

It's not clear if Lexus customer service had anything to do with it or if the dealer finally decided that it was time to paint it yellow and get me a replacement. I think it was obvious to anyone that the dealer had to do SOMETHING - they had to know that I would get a lawyer involved sooner or later if they didn't resolve the problem and that they wouldn't have a hope of winning.

It will be interesting to see how the freebies they had agreed to (warranty, free 15k service, etc.) play out. Not going to push it either way, but if they still include them in the end, perhaps they've won a customer over. If not, I'll still be happy with the final outcome - getting the replacement vehicle should make things right.

Did I mention I'm happy?

Congrats!!!

 

[100 TD]

Congratulations Geoff, a pity it has taken so long, but in the end the result was worth it. Don't forget to post the VIN of the other vehicle here for reference for someone else in a few years time.

 

[greynolds]

Congratulations Geoff, a pity it gas taken so long, but in the end the result was worth it. Don't forget to post the VIN of the other vehicle here for reference for someone else in a few years time.

I'll do that, but not until I have my replacement vehicle.