Main Dealer Disappointment

[Brechin Slate]

Firstly, I'm not one who enjoys complaining or making a fuss, we're all human and therefore not perfect but we all have a point at which enough is enough.

Yesterday my '67 plate is300h went in for a service and MOT at Lexus Hedge End. 54k miles on the clock, full Lexus service history well looked after car etc.

When I booked the car in, I opted for an 0830 drop off and 1030 collection with a loan car so I could do some local errands while they had my car. When I dropped off my car I was told I'd get a phone call around 4pm when the car was ready, I questioned the timing and was told that with a loan car the normal timings don't count and they keep the car all day. Rather than argue, I took the loan LBX for a drive and managed to fill my day in Southampton. 

I got a phone call later in the day telling me that I had 2 dodgy tyres so I asked them to change them. No drama there.  Also it seems that my passenger side windscreen jet was weak and they could run a diagnostic check for £192!! I declined of course and bought a replacement check valve for less than a fiver.

When I picked up the car I noticed that one of the wheel centre caps was missing, (it hadn't been mentioned when I paid) I asked why and was told it 'disintegrated' during the tyre change but I could have a new one for just over £40.

I also opted for the free 'clean your car' option which it turns out to be a quick vacuum and a wipe over with a damp cloth.

I've had good service in the past from both Lexus Poole and Hedge End, I really hope this is a one off and not a nationwide main dealer malaise.

I'm waiting to receive the survey request where of course I'll highlight these concerns but in the meantime Snows Hedge End have lost my business.

Edited September 5 by Brechin Slate
typo

[malcolmw]

Interesting. I have always been very satisfied with my dealings with Hedge End but they appear to have had a few changes of personnel recently which may reflect on your experience.

They did say to me when I took our NX350h for service at the end of July did I want it serviced on a "while you wait" basis or a loan car. I didn't think to ask if these were exclusive options.

[Notamech]

24 minutes ago, Brechin Slate said:

Firstly, I'm not one who enjoys complaining or making a fuss, we're all human and therefore not perfect but we all have a point at which enough is enough.

Yesterday my '67 plate is300h went in for a service and MOT at Lexus Hedge End. 54k miles on the clock, full Lexus service history well looked after car etc.

When I booked the car in, I opted for an 0830 drop off and 1030 collection with a loan car do I could do some local errands while they had my car. When I dropped off my car I was told I'd get a phone call around 4pm when the car was ready, I questioned the timing and was told that with a loan car the normal timings don't count and they keep the car all day. Rather than argue, I took the loan LBX for a drive and managed to fill my day in Southampton. 

I got a phone call later in the day telling me that I had 2 dodgy tyres so I asked them to change them. No drama there.  Also it seems that my passenger side windscreen jet was weak and they could run a diagnostic check for £192!! I declined of course and bought a replacement check valve for less than a fiver.

When I picked up the car I noticed that one of the wheel centre caps was missing, (it hadnt been mentioned when I paid) I asked why and was told it 'disintegrated' during the tyre change but I could have a new one for just over £40.

I'm waiting to receive the survey request where of course I'll highlight these concerns but in the meantime Snows Hedge End have lost my business.

Dont pay £40 i bet you can buy a used one cheaper on eBay. I got a near perfect one for £10. 

Using an authorised Lexus workshop is pretty useless sometimes. But were forced to for the warranty. Some of them are just as bad as an uninformed indie. I had shims installed on my brake pads as the previous owner threw them away. But recently when i did my brakes myself i seen they used the wrong grease on the shims. The original shims i gave them came with the original toyota grease for shims which they didnt use but instead used copper grease which is not meant for brake parts. I expected better from an official workshop. Moving forward i have decided to do most work myself where possible. Its super annoying because i paid them £150 or something assuming they knew what they are doing.

[RONNIE W HODGEKINSON]

10 minutes ago, malcolmw said:

Interesting. I have always been very satisfied with my dealings with Hedge End but they appear to have had a few changes of personnel recently which may reflect on your experience.

They did say to me when I took our NX350h for service at the end of July did I want it serviced on a "while you wait" basis or a loan car. I didn't think to ask if these were exclusive options.

My Car Going In For Service This Month I Just normally Wait And i Must say They Really look After You So No Complaints Thus far....!!!

[Brechin Slate]

5 minutes ago, Notamech said:

Dont pay £40 i bet you can buy a used one cheaper on ebay. I got a near perfect one for £10. 

I agree but not sure how they managed to break the original.  I'd have thought it would be replaced FOC

[Notamech]

1 minute ago, Brechin Slate said:

I agree but not sure how they managed to break the original.  I'd have thought it would be replaced FOC

You might still get if free of cost if you get pushy. If you're too nice and polite i have come to realise people walk over you at times especially when it comes to money. You should be a bit more agressive. Say it was fine when i brought it in and you guys broke it so you need to replace it. Else you will be raising it with lexus and will leave them a bad review.