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Lexus dealerships' questionable practices
I've discovered that Lexus dealerships in several states now do an unauthorized checkup of the entire car when you bring the car in to the service department for ANYTHING. They don't ask you if you want this checkup. They then give you a list of things that supposedly need to be fixed quickly. We've been told several times that it's too dangerous to drive the cars out of the dealership without having some of the problems fixed. In every case when this has occurred, an independent garage has told us that none of the so-called problems existed.
I've heard that this MAY be a situation wherein the service writer and the mechanic receive a portion of the money that they can talk the customer into doing.
Is this unauthorized checkup legal? I don't think so.
Members of my family will never take our Lexuses to a dealership for anything unless it is absolutely necessary. We take our cars to independent garages where we trust the honesty of the owner and his employees.
I've heard that this MAY be a situation wherein the service writer and the mechanic receive a portion of the money that they can talk the customer into doing.
Is this unauthorized checkup legal? I don't think so.
Members of my family will never take our Lexuses to a dealership for anything unless it is absolutely necessary. We take our cars to independent garages where we trust the honesty of the owner and his employees.
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Comments
The clear majority of them are single marque dealers, limiting their service "base" pretty severely, and the product seems to be reliable in the extreme.
So the "check-up" procedure and the following HARD SELL has become the norm.
Plus the routine service jobs are often done by McD "flipper" graduates in order to maximize profits.
We also find that you have to keep a "step ahead" of the dealerships in terms of their demanding information that could cause identity theft. For example, an employee of one dealership in Florida demands a copy of your title and driver's license before he will give you a price quotation or take an order for a new key for your Lexus.
An employee in Maryland demanded a customer's social security number in addition to the driver's license before he would accept a check. When it was reported to the dealership's manager, he dismissed the seriousness of the problem "because this is a LEXUS dealership."
As for the unauthorized "check-ups," an attorney has told me that a dealership does not have carte blanche to do whatever he wants without an owner's permission. In one case, unauthorized work was done.
I've enjoyed my Lexus and the feelings are the same with other members of my family who own a Lexus. But none of us will ever own another Lexus because of the dealerships who seem to take a "we'll do what we want with your Lexus." In the meantime, we never go to a Lexus dealership unless it is absolutely necessary---such as getting a new master key. We have also reported the questionable behavior to appropriate authorities.
2. I wouldn't want ANY dealer to be making new keys without confirming ownership, title plus ID.
3. Size of the check..?? Out of town check writer..?? In any case asking for a SSN seems a bit overboard.
I'd be the last to defend what appears to be the standard "rip-off" practice of a dealer, Lexus or otherwise, but it seems to me that a lot of what they do isn't so much illegal but a waste of my time and theirs.
I don't often use a dealer for service but when I do I make it plain in writing on the service writeup that NOTHING beyond what was authorized is to be done absent my permission in writing.
Even at that I once had an extraordinary level of extra work done but managed to get the extra charges cancelled, over $700.
Why punish yourself...??
And where will you "go" to purchase an upscale highly reliable car in the Lexus class and not encounter the very same practice...??
Sorry, I simply do not know of a marque that outclasses a Lexus, nor even close..!!
Lexus was built on incredible customer service and I think they would "spank some fingers" on dealerships that followed such a practice.
To the original poster, I'd write Lexus to complain about such tactics.
Besides which most states have laws that protect the dealers from the level of manufacturer oversight/control that would be required.
Am on my 4th Lexus and have never experienced this "upselling" bit and this involves three Chicago suburban dealerships...ya know Chicagoland, where all the politicians are honest and upstanding!
30-40k is about it. Usually every 3 years-- '92 SC; '95 LS (then a try at a '98 Caddy STS and an '01 Chrysler 300M) then to an '05 ES and now the '09 ES.
All the dealers have done is the oil change every 5k miles but there has never been a push for anything else.
I sure am glad the FDA doesn't use such a small sampling to certify new drugs..
Or maybe MOST Lexus owners NEVER use Lexus service because of the EXPENSE involved and/or because the product simply isn't subject to failures.
If you need more input just look around at the number of Lexus owners that go to a nearby Toyota, or even third parties, for routine service.
Certified Lexus Technicians are expensive to employ and therefore unwise to use to perform routine/repetitive scheduled maintenance procedures.
Then one should consider that at some point you're going to sell the vehicle. It WILL command a higher price if there is a National Service History record for the car. It could mean a difference of $1000, $2000, $3,000. You could get a lot of services for that amount. And while it's only my opinion to me it seems short sighted.
You are also right that Lexus Technicians are expensive to employ. But to say that is somehow unwise is just silly. You'd rather have an underpaid, less trained individual doing the work? That's like saying 'No, I don't want the Duke University PHd in brain tumors with 20 years of experience doing the surgery, give me that much cheaper new grad!' Or do you want the home builder known for quality to build your custom home or do you want the cheapie guy who cuts corners?
No, NEVER..
But the bare facts are that I'm more likely to find that well trained mechanic/technician over at Toyota where the "installed base" results in enough service business to justify/warrant retaining more expensive help.
The Lexus dealers in this region seem to provide a good training ground for workers but once they become well trained enough to justify, demand, the appropriate wage, off they go to Toyota, etc.
To all: I hope you will consider visiting our Dealer Ratings & Reviews section where you can submit reviews of your exact experiences where others will be able to easily look them up.
Good luck to all.
Of course, Lexus starts with charging $90 for the $35 Toyota oil and filter change. Do what the owner's manual calls for and it the service department says it needs something more, tell them to write it up as a warranty item.
Mike
I don't know if anyone else who has leased a lexus has had this problem but it is very dishonest and its good I'm on the ball and watch when the salesman try to throw numbers around real quick to try and confuse you; I was so shocked and amazed at what I witnessed that I couldn't believe it; lexus makes really nice products but they are no better than mercedes or infiniti that I'm gonna pay 2/3 the price of a vehicle at the end of a lease; that devoids the purpose of leasing a vehicle rather than financing it
Let this be a lesson to make sure you shop around when leasing or buying a vehicle because the deception/dishonesty at some dealerships are just staggering; I will admit there have been a few dealers who are very honest and I would do business with again
That's moreso why the dealers can get away with such activity than the manufacturers setting these policies.