New car delight but missed services

[Doug2]

In June we bought a 2021 ES300h from a Lexus main dealer. We are absolutely delighted with the car; smooth wafting drive, impressive mpg, comfort etc. It also looks good!

In the buying process the salesman implied all of their cars were top notch and this justified their premium price. At handover it emerged that a service(s) were missing which means 18,000 miles between oil changes etc. 

He said not to worry and played this down. He explained it was a Lexus owned car and will have been well looked after, beyond what the service record suggests. I asked if he would put this in writing but it has been totally ignored. 

On the bright side, the car is guaranteed, I don’t believe anything is wrong with it, so perhaps I shouldn’t be concerned. 

The nagging feeling is having previously learned about the importance of servicing, especially oil changes etc. After all, I think it has a timing chain?

What do people think?  Not to worry?

[Spock66]

Have you checked the service history online - may be just the paperwork is missing?

Personally I would not be happy with a car that has done 18,000 miles without an oil change and it would certainly affect it's resale value.

[Doug2]

1 minute ago, Spock66 said:

Have you checked the service history online - may be just the paperwork is missing?

Personally I would not be happy with a car that has done 18,000 miles without an oil change and it would certainly affect it's resale value.

Thanks, yes I checked the online history and it matches. 

[Tickedon]

I wouldn’t worry, assuming you’re planning on keeping the car for quite some time. Just ensure you service it properly, and I don’t expect you’ll have any issues. It is quite normal for other manufacturers to have longer service intervals these days, I think Lexus has stuck with 10k for purely financial reasons (more services = more revenue!).

[Bounce75]

I would go back & ask for a free service as compensation for not being told the whole truth.

[rayaans]

Realistically it's not going to impact the car that much. But it's annoying that they said it was a full service history. 

I'd try to get some kind of compensation 

[Doug2]

Thanks everyone for your helpful replies.  

On the off-chance, I called Lexus HQ and eventually got through to a real person.  I explained the situation in general terms, without discussing the individual dealer, and the person I spoke to was surprised at the way I had been treated.  He suggested I should definitely speak to the manager of the particular branch.  I think he was probably right in saying the issue is between myself and the dealer, not Lexus itself.

As the car is approaching a routine service I'll follow it up then.  

Watch this space!

[GMB]

I have just been to check out a couple of cars for my son and we had a look at a Honda Civic. The first owner had the first three services done but the second owner had just driven it without any maintenance at all for 20K miles. The oil was like treacle, this will not do the engine any good. Needless to say it was not purchased. Even if the car is not serviced at least change the oil and filter every 12 months!!

[Neil James]

On 8/4/2024 at 2:15 PM, Doug2 said:

In June we bought a 2021 ES300h from a Lexus main dealer. We are absolutely delighted with the car; smooth wafting drive, impressive mpg, comfort etc. It also looks good!

In the buying process the salesman implied all of their cars were top notch and this justified their premium price. At handover it emerged that a service(s) were missing which means 18,000 miles between oil changes etc. 

He said not to worry and played this down. He explained it was a Lexus owned car and will have been well looked after, beyond what the service record suggests. I asked if he would put this in writing but it has been totally ignored. 

On the bright side, the car is guaranteed, I don’t believe anything is wrong with it, so perhaps I shouldn’t be concerned. 

The nagging feeling is having previously learned about the importance of servicing, especially oil changes etc. After all, I think it has a timing chain?

What do people think?  Not to worry?

The oil and filter changes are crucial. Many mechanics recommend with a low mileage car this should be done every 6 months. The manufacturers' selling point is service every 12 months.

[Doug2]

Thank you Neil.  Yes I always thought the same, oil changes were crucial, especially with the long term smooth running of an engine.  The salesman was playing it down, saying it was all under guarantee any way....