I was just wondering if the service department treats you any differently when you come to service you LC. One of the benefits of driving a premium brand is that you get some benefits like loaners when you drop it off, they wash and sometimes vacuum it (although I don't care about that as much), etc. My wife has an Altima and years ago I drove a Maxima. It's a bit of hassle for us to drop the car off the night before and drive each other to work the next day, find a way to pick it up, etc. When I walk onto an Infiniti of Mercedes dealer now (not necessarily the one I bought from), I just call few days in advance and schedule a loaner and they give me one no questions asked. Does Toyota give out loaners and if not, would they at least give it to someone who dropped over 80 grand on one of their products.
Toyota dealership experience vs Premium brands (service department)
- Thread starter lxr184
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Bomar
SILVER Star
If you want Premium service then I would suggest buying a LX vs LC. You are going to have the same service adviser that is dealing with more Corollas and Camrys then LCs.
The one thing that you actually have in your hands is the survey for there CSI. Bad survey can cost dealership thousands in money to there overall numbers.
The one thing that you actually have in your hands is the survey for there CSI. Bad survey can cost dealership thousands in money to there overall numbers.
My experience varies from dealership to dealership. Some give a little better service if they know what you're bringing them...others?...well, you might as well be driving a 1993 Corolla. I've never received a Toyota loaner or any special perks though.
With an LC it's a surprise if they know what it is when you pull up to the dealership. They definitely don't give preferential treatment when I go. They've given me a loaner only if they've needed to keep it longer than expected (and they did that when they had my 4Runner). The experience is no where near what my wife gets at the BMW dealership that's under the same umbrella company...
Even though I like my Toyota service dealer (Greenwich) and the dealer I bought from (Lea in Albany, NY) the treatment is not different than if I drove a Camry.
At first they treated me like an idiot but now when I come to them with a complaint generally they know I know what I'm talking about because I've done my research.
Mercedes and BMW is a whole other world but let's face it. You're paying for it.
An Oil change on the M5 is around $500 at the dealer. I do it for around $125. The Oil is around $14 a quart. The GL350 oil change is $225 at the dealer. I do it for $60.
I don't them to wash my car so what are you paying for? The loaner and a very expensive Cappuccino.
At first they treated me like an idiot but now when I come to them with a complaint generally they know I know what I'm talking about because I've done my research.
Mercedes and BMW is a whole other world but let's face it. You're paying for it.
An Oil change on the M5 is around $500 at the dealer. I do it for around $125. The Oil is around $14 a quart. The GL350 oil change is $225 at the dealer. I do it for $60.
I don't them to wash my car so what are you paying for? The loaner and a very expensive Cappuccino.
I used to take my Toyota Sienna and my Lexus ES300 to my favorite Toyota dealer (Toyota of Renton, south of Seattle) and would always get a Corolla loaner. No need to schedule one, they always had a row of them waiting.
Funny thing, they're owned by the same company as several local Lexus dealers, but would still give me a much better deal on regularly scheduled maintenance for my ES300.
I've since sold the Sienna and started taking the Lexus to an independent mechanic, but would still go back to this specific dealer if I need anything out of the ordinary.
Funny thing, they're owned by the same company as several local Lexus dealers, but would still give me a much better deal on regularly scheduled maintenance for my ES300.
I've since sold the Sienna and started taking the Lexus to an independent mechanic, but would still go back to this specific dealer if I need anything out of the ordinary.
I own both Toyota and Lexus. The Lexus service has its perks, but I don't see them as being any big deal. Yes, they will wash the car, but it is an automated car wash. I can do that at the local Albertsons grocery store. They have treats (granola bars, apples, cookies) while you wait. Big whoop. The Toyota parts guy knows my name. My service agent at Lexus does not. So, from my experience, yes it is a touch nicer a Lexus, but not so much that I would want to pay higher prices for it.
My Toyota dealer has free coffee, free car wash but no loaner cars that I have ever been offered... I have never recieved better treatment due to driving the "flagship" SUV, to them I'm just another highlander guy
Toyota dealer I used were good as I made good connections with all the advisors and foreman free coffee and sometimes sweets the main thing I likes was whatever service needed has a same day delivery, major service would be done in 4hrs including it sitting on idle on their lunch break. I have been doing all servicing/repairs on my own but if anything seems out of my hands or too difficult I wouldn't hesitate booking it back in with them. What i also likes is they would do a more thorough inspection on vehicles that are taken offroaded often
Tripledave
SILVER Star
Dealer service generally sucks. Most don't even know what an LC is.
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My local Toyota dealer just built a brand new dealership and service center with covered service drive and they have awesome customer service. Loaners are free with major repairs but other than that they just give me a ride home or to work. Then they pick me up when service is complete. Very friendly and easy to talk to.
My Lexus dealer has a massive drive up lane that is not covered and most of the time they have cars in line 10 deep in three rows. You have to wait 5-10 minutes until a service adviser walks up to write you up. Because they are always busy, a simple oil change takes half a day. They have all the fancy amenities including free loaners, coffee, play room for kids and putting green for adults but the experience overall leaves me wanting. When service is done, I get a text message instead of a call from the adviser.
I prefer the Toyota service experience but I do notice that the Lexus dealer has better knowledge about my LX570 than Toyota.
My favorite dealer / service experience was with Infiniti. We almost bought a QX80 because of that but the wife and I thought the QX is pretty ugly.
My Lexus dealer has a massive drive up lane that is not covered and most of the time they have cars in line 10 deep in three rows. You have to wait 5-10 minutes until a service adviser walks up to write you up. Because they are always busy, a simple oil change takes half a day. They have all the fancy amenities including free loaners, coffee, play room for kids and putting green for adults but the experience overall leaves me wanting. When service is done, I get a text message instead of a call from the adviser.
I prefer the Toyota service experience but I do notice that the Lexus dealer has better knowledge about my LX570 than Toyota.
My favorite dealer / service experience was with Infiniti. We almost bought a QX80 because of that but the wife and I thought the QX is pretty ugly.
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...... It sort of looks like a beached whale
I get free coffee and a wash that looks as though my kids did it. Oh and the wifi is pitiful in the waiting area. I have been offered a loaner and it was.....a corolla which I declined as I'd rather have my mom pick me up..ha
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It's all about the relationship. If you go enough over the years to build that relationship with a specific Svc Mgr and get the same Tech, then it really makes a difference.
The Lexus Svc Managers have a lot of leeway on repairs as they don't want you coming back, the dealer service ratings are too important. They also have access to support funds that can offset you having to pay for something...like some major diagnostics on the AHC system, which don't pan out, or just as an accommodation if the situation warrants. My understanding is that Lexus sales partially funds service with each new car, while most other Service departments stand on their own, counting every penny. Every dealer will be different, just like building a house, it's not the builder, but the subs he uses that make the difference.
Would I go for just an oil change, not likely, but I would try and develop a long-term relationship, particularly if it starts while your car is under warranty.
Lastly, remember the demographic of this group is at the end of the curve compared to the usual Lexus buyer, with probably 60-70% of new Lexi being leased and pretty much under warranty the whole time the customer has a car, and definitely for a LX570. That Lexus experience was part of the sale price.
Me, I swing by to get my non-standard looking LX470 washed and to eat some chocolate cookies.
The Lexus Svc Managers have a lot of leeway on repairs as they don't want you coming back, the dealer service ratings are too important. They also have access to support funds that can offset you having to pay for something...like some major diagnostics on the AHC system, which don't pan out, or just as an accommodation if the situation warrants. My understanding is that Lexus sales partially funds service with each new car, while most other Service departments stand on their own, counting every penny. Every dealer will be different, just like building a house, it's not the builder, but the subs he uses that make the difference.
Would I go for just an oil change, not likely, but I would try and develop a long-term relationship, particularly if it starts while your car is under warranty.
Lastly, remember the demographic of this group is at the end of the curve compared to the usual Lexus buyer, with probably 60-70% of new Lexi being leased and pretty much under warranty the whole time the customer has a car, and definitely for a LX570. That Lexus experience was part of the sale price.
Me, I swing by to get my non-standard looking LX470 washed and to eat some chocolate cookies.
The CSI is effective in many ways to giving the dealer incentive to do a good job. As a technician though it kinda sucks at times. If they run out of Latte's or the service advisor is slow getting to the customer it also hurts my paycheck. Things I have little control over, I do my part, but if others don't, it still hurts me financially. The customer gets upset because their was no more frapaccino, gives a bad rating, and it docs my pay as a technician because the coffee lady up front wasn't on top of the ammenities.
I really see the CSI used in most dealerships as outdated and probably only done to following manufacturer's guidelines, any dealer can actually take a few minutes and modify so they can easily pin point what went wrong and why, in turn bettering yourself. Unfortunately most don't give a rats ass and just look at numbers (+$=
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- #18
I was wondering if it is an option because when I test drove a 2015 LX the other day, I saw a used LC on the lot with a number tag hanging from a mirror. I wonder if that's what it was there for.
I asked my local Lexus dealer this and the said NO, it's a Toyota.
what type of business would turn you down if you showed up for service?
