Question: How does one get the best service for a LC at the dealership?

[mbach]

I'm getting another LC200 soon and would like to know if there is any advice people have for getting decent service for their LC200s at the dealership. I want to keep this discussion on How-To rather than a moan and groan as I'm certain many of us have had damage done at the dealerships.

 

[eatSleepWoof]

In my experience, the level of care your vehicle receives is directly proportional to your relationship with the service manager/person. Find an enthusiast as that service manager, build up some sort of rapport, and you'll have a lot more say in the kind/type of service you receive.

But at the end of the day, you have to go to a shop that has mechanics familiar with the vehicle you're driving, and that can be tough for the (rare) 200 series.

I've found a quality Indy shop near me. Had them do some light work as a trial run and liked how it went, so they'll be getting my business for all things that don't 100% require a dealership.

 

[TeCKis300]

I'll caveat by saying there's no guarantees and it will come down to the specific dealership and individuals you're working with.

That said, a way to significantly improve your experience is by bringing your LC to a Lexus dealership. Just as I have previously brought my Lexus 470 to a Toyota dealership for a quick turn straight forward service as the Yota dealership is much closer to my home.

The sister vehicles are 90% the same. They will be happy to service your vehicle. They will have worked on more actual 200-series than your local Toyota dealer as LX's are sold in larger numbers. Expect higher service charge and rates. With premium accommodations and interactions. That's the trade working with a premium brand, along with the higher qualified techs and service advisers that are farther into their carreers. I find them generally straightforward and easy to work with on the rare occasions I choose not to self service my vehicle.

 

[CharlieS]

Find the master tech in the service department that loves land cruisers, and owns one himself, even if it is an old one. Ask for them by name, and refuse to leave your rig unless that person works on it. Service writers are good to have in your corner, but having a mechanic that knows the platform and loves it, makes all the difference.

 

[coleAK]

In the USA, do much of the work your self, that is unless you live close enough to one of the few Toyota/Lexus dealers/independents a that actually know the 200 series LC/LX exists and is not in fact a highlander/tundra/4Runner/sequoia. And yes for the most part Lexus dealers are more knowledgeable since the LX is much higher volume than the LC and yes most of the time Lexus offers a much higher level of customer service then Toyota.

 

[OregonLC]

In general, I've found that the high-volume dealers are very much into performing to the script. It's about quick vehicle turnover and $$$. Anything out of the normal throws a kink into their works. Get the Camry in at 9am, change the oil, upsell a brake job, and get it back out that afternoon. Troubleshooting steps tend to result in comments like 'Customer has oversized tires. Replace with stock size and re-test.' If it's an oil change you want then those places are probably fine. If it's something that involves spending time and determining a root cause then I would find a smaller dealer with a more personal touch.

 

[terdrocket]

...a way to significantly improve your experience is by bringing your LC to a Lexus dealership. Just as I have previously brought my Lexus 470 to a Toyota dealership for a quick turn straight forward service as the Yota dealership is much closer to my home.

The sister vehicles are 90% the same. They will be happy to service your vehicle. They will have worked on more actual 200-series than your local Toyota dealer as LX's are sold in larger numbers. Expect higher service charge and rates. With premium accommodations and interactions. That's the trade working with a premium brand, along with the higher qualified techs and service advisers that are farther into their carreers. I find them generally straightforward and easy to work with on the rare occasions I choose not to self service my vehicle.

This is what I do and I am very happy with the service I receive, VS the horrible toyota dealership down the street.

 

[coleAK]

In general, I've found that the high-volume dealers are very much into performing to the script. It's about quick vehicle turnover and $$$. Anything out of the normal throws a kink into their works. Get the Camry in at 9am, change the oil, upsell a brake job, and get it back out that afternoon. Troubleshooting steps tend to result in comments like 'Customer has oversized tires. Replace with stock size and re-test.' If it's an oil change you want then those places are probably fine. If it's something that involves spending time and determining a root cause then I would find a smaller dealer with a more personal touch.

Funny you mentioned brakes. So I had my ‘13 LX in the Lexus dealer a few weeks ago for the seatbelt recall. During their “complimentary x point inspection” they noted I needed brake pads and rotors all the way around, tech said they looked terrible. I then mentioned to the service advisor Funny thing I personally replaced the pads and rotors With parts I ordered from your parts department less than a month ago... he had nothing to say from there.

 

[M1911]

Find a good independent shop instead.

 

[fogby]

This is a very interesting question you raise. I just have to do a cost/benefit analysis. The cost to me is travel time to a dealer that's more familiar with LC's. I bought mine from a descent sized local dealership. Think I got a pretty good deal on the purchase as they openly said they only get 1 or 2 a year and they normally sit on their lot forever. Just no demand for new ones in my area. So to find a shop truly familiar with the LC (or LX) for that matter it's be a congested 45min - 1 hr drive each way. I'll probably just use the local dealer as a matter of convenience unless something serious is needed.

 

[rscoleman]

Great subject and issue, I am currently going through find a good dealer with my LC and my older T100. About 4 years ago we moved from Phoenix, AZ to Austin, TX. I had great Toyota and Honda (Pilot prior to LC purchase) dealer that I had been using for years and they did great work in Tempe, AZ. We arrived in Texas and I had zero luck with local Honda and Toyota dealer in Round Rock. Same dealer and service department for both. Honda side messed up simple rack and pinion replacement and Toyota dealer messed up door lock actuator installs. Things I could have done but rental rules said no wrenching in rental garage. We have since built a house and moved in and I do most of my own work once again.

I need to get my LC in for seat-belt recall and asked in Clubhouse what was best dealer option for this work. I also want to install the transmission T-SB. Before asking Clubhouse I called Round Rock dealer figuring give them one more try. When I asked about installing the T-SB for transmission I get the standard line of what is wrong it going to cost X dollars to diagnose. I tried explaining transmission was working fine I just wanted the Toyota software update installed to change shifting behavior. They went right back to it will require a diagnostics before we can recommend any repair. It was at this point that I finally told them not to worry I would not bother to see them for any work.

My only luck in Austin has been the Infiniti dealer for my Wife’s car. Matching the pay more get better service opinion. Though I have had the your tires are old and your hood strut rods are going bad. The tires were old but in great shape and hood strut rods need replacing but I can do that.

In club house I got couple of Austin area options. I am going to go with Cedar Park recommendation for Toyota. If that does not work for me then I will likely go to Lexus in Austin next.

I guess in long run it just hit or miss with dealer service and owning vehicles like LC with 5K or less a year sold or T100 only about 150K sold total and then having to deal with typical dealer turn rate we are just s*** out of luck. If you do find that good dealer, tech adviser, and mechanic share that info with forums.

Have a nice day.

 

[Rigger]

I got a little pushy with my local dealer. I explained that my LC was a special truck, and I wanted the same mechanic working on it each time it came in. I also said I wanted to meet that mechanic and talk to him personally. They were very accommodating, and I got to know the guy pretty well. I also brought them pizzas one day, and on another occasion, I brought them doughnuts. I made myself unforgettable to them. Today, I enjoy good service from them all. They all know me by name. I have had a few things that didn't go perfectly, but I try to be forgiving of them. They are people. I'm not perfect, so I don't demand that they be perfect, either.

 

[tincan45]

I like a good independent shop when I can find them. Preferably one that is highly trained Toyota or Lexus and has moved on. As stated above, it's about relationships. If you can establish a good relationship with a master tech at a dealer, you can get the same service, it just seems harder to get past the front desk employees.

These guys in Tulsa have been great to work with...

Staff - Stellar Auto Service

Tulsa's premiere independent Lexus, Toyota & Scion specialists. Call for maintenance, service and repairs on Toyota, Lexus & Scion in Tulsa.

www.stellarautoservice.com

 

[bloc]

Funny you mentioned brakes. So I had my ‘13 LX in the Lexus dealer a few weeks ago for the seatbelt recall. During their “complimentary x point inspection” they noted I needed brake pads and rotors all the way around, tech said they looked terrible. I then mentioned to the service advisor Funny thing I personally replaced the pads and rotors With parts I ordered from your parts department less than a month ago... he had nothing to say from there.

In similar circumstances I usually let them dig the hole even deeper. “Really?! Can he show me how bad they are?” “Which part is the brake shoe?” “So that gap there between the big metal disk thing and the squeezy thing.. that is the brake pad? And how are they when new? It all sure seems shiny to me for being in horrible shape.”

Before the hammer drops anyway.

If they are going to take me for an idiot I want them to feel as much like the dishonest jackasses that they are.

Fortunately in the rare event I have to bring mine in for service I’ve found a great advisor and he has figured out I know what I’m talking about. Talking about my 80 that I did the LS swap in helped.

This all reminds me I need to have them align my rig and try to level the KDSS stuff..

 

[KLF]

I got a little pushy with my local dealer. I explained that my LC was a special truck, and I wanted the same mechanic working on it each time it came in. I also said I wanted to meet that mechanic and talk to him personally.

I tried that with the big dealer here. I even knew his name, asked for him... Nope. "We don't do that here"

 

[04UZJ100]

Don’t trust a single one of them.....

 

[bloc]

I tried that with the big dealer here. I even knew his name, asked for him... Nope. "We don't do that here"

“Then I’ll take my business elsewhere”

 

[bloc]

Everyone needs to keep in mind.. we are just tiny fish in the big picture of the cars they send through that shop every day. But as @Eric Sarjeant has pointed out, service accounts for a HUGE chunk of their profits. I believe he’s even mentioned he flat out loses a LOT of money on new car sales every month. But that business is necessary to keep the service department and used lots operating.

The least they can do is show some level of respect to the people paying them for this service. I get it. It’s toyota, not Lexus. I don’t care about keurig machines and coat checks.. but I do care about getting someone to work on my beloved truck that won’t cost me a few thousand in damage trying to change the cabin filter. That’s not too much to ask.

 

[Eric Sarjeant]

If I were to offer any advise, it would as simple as the two unordered-list bullets below.

it’s no different than getting your taxes done: there are a lot of smart individuals that want to do it on their own. There are a lot of experienced tax preparers that can do a fine job. Then there are the CPAs, who charge 2-3x more because they know their value from their education and experience.

same exact thing with vehicle service: people who do it themselves, Independant mechanics, and then the OEM certified “master techs” (the CPAs so to speak). The level of testing, education and experience is quite impressive. If you want the best, that’s what you need to seek.

• Use a dealer (Toyota/Lexus) indifferent
• As for a master tech. Call before you come, ask to talk to the service manager, explain you want your best master tech to work on it.

 

[c4xplsv]

Go to the LEXUS dealer - better snacks