MadJam250

I only posted minimal stuff to start with to ask a simple, generic question without specifics or bias. I've included more detail for context since. I don't wish any one to lose their job over this, just a full enquiry, answer, an apology and some compensation. Lexus pride themselves on customer satisfaction and currently I feel like the title of a Rolling Stones song!

Basically. The day after my car was on for an MOT etc (see my other Rant thread) I'd realised some of the car's settings had been adjusted. The onboard computer had been zeroed on the MPG and the settings fir satnav (eg. North up) had changed. Then I noticed that a satnav entry for a residential street had been inputted that no one using the car would have done/has done. I rarely use the satnav so this entry stood out a mile. I calculated that approx an additional 25 miles had been covered when it was with the dealership. The counter argument from the dealer is that this was for a test drive and returning the car to me (1 mile). No one is giving an explanation as to the satnav entry. The fact too, as highlighted on my other Rant thread the steering wheel was way out of alignment, concerns me that something probably happened during this lengthy 'test drive'. The franchise isn't so far having any of it and have neither confirmed or denied the car had been used for business use. Things are not adding up.

Interesting. My CT failed for the same reason. The bulb had blown the week before and I replaced it myself too. Strange

I'll name the dealer in due course. Giving them a chance to make this right first and will go from there. They've been an excellent dealer for years so my hope is they can follow their mission statement, re putting the customer first etc.

Indeed. That is ongoing now. I am most concerned as to why my steering wheel was so significantly misaligned after the MOT and wheel swap and why it has been driven around without my permission (see other thread).

I never signed any document prior to my car being worked on. I'd rather not name the dealer at this time to give them a chance to own up, apologise, etc.

I forgot to add that the dealer defended Lexus's (high) servicing costs saying that prices are fairly compared across the industry, so when I pointed out that the dealer adjoined, Toyota, is charging much less for servicing a Prius (the same engine etc) how can that justify their statement. Silence. And then to add insult to injury..

Is a garage, in the UK at least, legally and/or morally permitted to use a customer's car, that has been left with them for the day for some work, to be used for their own, business use without the owner's permission?

I'm highlighting how a previously excellent main dealer is now completely the opposite. Considering Lexus keeps winning awards for customer service satisfaction, my experiences show quite the opposite now. Lexus rely on repeat custom yet after my saying that I'll now be using an alternative garage they happily accepted that and didn't try once to apologise or retain a loyal customer. I again pointed out to them that their prices doubling for some costs is not sustainable and plain greedy and was told "we're a business, we need to make money", which is of course true but it's a middle finger to the customer. The customer of course has the freedom to go elsewhere and I'll now do so. If Lexus treated all their customers with such disdain they'd be out of business quickly. I guess to them the owner of an 8 year old car isn't worthy of retaining and, in their own words, isn't making them any money. Lexus dropping their brilliant 'Essential Care' servicing and parts package is evidence of that too, I feel. I was hoping to buy another Lexus in due course but that won't now happen unless an alternative dealer can be respectful and worthy of custom, or I change marque altogether. I've been impressed with Mazda lately so may give them some more thought. But from own experience of being a Lexus owner (4x) they'll still be hard to beat - just a shame the overall relationship with them has ended so sourly.

So, back to my original post. I was told that as a loyal customer they wouldn't charge be to swap the tyres over but ordinarily this should have been £145!! After that work, I noticed the steering wheel was 30 degrees off. They arranged to have the car back in and would give me a lift to work the next morning. Great. So the next morning I go in and immediately there's all this confusion about the steering wheel being rectified and then after a quick chat with the boss, I was told it would take 10 mins, which was great cause I could still get to work on time. 45 mins later, no news. The service chap is there and I ask what's happening to be told they're working on it - so rather than argue I asked for a lift to work ASAP, which they duly did but no apology. Later the car is returned, no apology for making me late for work and to rub salt in the wound I should feel lucky because the rectifying work (wheel alignment) should have cost me £145, something I had paid a few months before. Still no apology, yet guilt tripped into thinking their lost Labour (rectifying the problem they created) was my fault. Thereafter a long and heated chat face to face with the manager and not a single ounce of apology for making me late for work etc. I added that the customer service lately wasn't a patch on their old standards and he couldn't care less. I stated that I would likely use another branch or an independent and his response : "well, we don't make any business from servicing, so no loss to us". And there's more..

Good morning. So, for starters. I had two tyres fitted to the rear by Lexus a few months ago and felt they may need to go to the front, which was offered at my MOT by the main dealer this week. Any idea how much this would cost the customer? Also, after that was done, the steering wheel was found to be way out of alignment - so have a guess how much it would have cost the customer to rectify this (their own) fault? I'll leave it there for now as intrigued to see some views before I elaborate.

The local dealer justified their doubling the price because they have to make money. When I provided an analogy that Costa don't charge double when they buy a new machine they couldn't understand the comparison. More to follow in another thread in due course.

Significant rant about a main dealer to follow. Get the popcorn ready. I'm off to destress first before I put pen to paper.

Yeah. I'm pretty sure a small moth flew out a day or two later so it was probably that that triggered the sensor. All good now. Thank you to all.

Hello all. Wonder if you can help please? Have a 2014 Ct200h and this evening my alarm has sounded on two occasions. No apparent signs of how and.why (windows up etc). Located in UK and currently experiencing a heatwave. Any suggestions as to why this may be happening? In meantime have turned off the interior sensors courtesy of the override button near the interior front lights. My guess is it may be an insect trapped in the car and triggering the sensors maybe? Thank you

Well, the saga continues. Rear tyres, brakes and pads duly replaced and full wheel alignment (slight discount eventually) done at main dealer. However, car still drifts to the left more than it used to/should. Took it back in. It is slightly better but still veers unreasonably. Was told by dealer that the adjustable aspect of the track rods have tightened (due to corrison down to age and mileage) and are awkward to adjust (apparently it took 3 hours of fiddling). So as it's still not right and the adjusters aren't working properly, it seems, I asked about a Relax warranty claim to allow things to work and be corrected. I was told that due to such age/corrosion is excluded from the Relax warranty. Replacing the aforementioned parts to facilitate a proper wheel alignment would cost me an extra £300ish. Your views are always appreciated. I won't yet comment on my own views, but having recently paid for a main dealer service, the aforementioned brakes and tyre work and now this, potentially, I can let you guys guess how I am feeling. The free coffee and biscuit was nice though. Thanks.

For all the work (2 tyres, wheel alignment, rear brakes and pads) Lexus quoted almost £600 but came down to £545. An independent has quoted the same woek for £395. Lexus won't budge saying that I get a free healthcheck (which is 'free', and won't have changed in the 3 weeks since the car last had one), a free wash and vac (which is 'free', and worth about a fiver) and a lift to and from work (always appreciated, but...). I think I know where I'll be going this time. Lexus having scrapped the excellently priced Essential Care package don't care about the older car owners anymore whereas before that was a half the incentive of using a main dealer because their prices were very competative. Doubling the cost of wheel alignment over 12m because the machine is new is like going to Costa and being charged £6 for a £3 mocha because they now have a better frother. I also puzzled why my local dealer sells cars at around 10-20% more than other main dealer franchises.

Thank you all for your support and advice etc. The healthcheck video after my service earlier in the month showed the rear wheels being spun by hand and how one wasn't spinning freely, hence the one being described as binding; the other on the same axle spun freely. The discs on the same axle were assessed to be corroded on both sides with 4mm left on the pads (it was also showing as 4mm at the previous year's service/MOT health check, but not annotated on the MOT( Sept '21) certificate as an advisory). The rear two tyres are badly stepped and I was then told to have these two replaced ASAP (fair enough), have the front two part worn tyres moved to the rear to replace them and have two new tyres put on to the front, plus have the rear discs and pads changed to also eliminate the binding wheel. My understanding is I need two new tyres (to replace the badly stepped ones) and I get that I will need new brake discs and pads soonish, but I can't see how having new brake pads and discs will get rid of the binding? From my understanding that has to be a faulty caliper doing this - hence my enquiry as to whether this could be a Relax warranty job. As others have said, this may not cover the discs and pads for that axle but that is something I can ask about and whether the binding has affected the wear on the pads significantly to have that covered under warranty too. I have always trusted the mechanics and service dept at my local Lexus dealer, having used them almost every time I have had my Lexuses (Lexi?), over the last few years, but I feel there is an element of desperation to sell work right now, and that also includes in the sales team. I incidentally enquired about another car sold there and have been inundated with emails, calls, missed calls and voicemail messages from the salesman since. But that in itself is another story...

I've now got the wheel alignment cost down to £105. But now a wheel/brake is binding which is deemed as an urgent need to address. The dealer have said that the rear disc and pads need replacing too. My guess is that if a caliper is the reason for this (assuming) would the new Relax warranty cover this and/or anything else brake/wheel related that is making the wheel bind as it is? Thanks all.

Absolutely! As a loyal customer this winds me up. Their used cars are more expensive than other dealers too. Maybe it's time for a change. I can't forgive being ripped off and I will go elsewhere. Yes, dealerships are suffering post Covid etc yet so is everyone else, the customers.

The local dealer has come back to me and said that the increased price for wheel alignment is due to their upgrading their machinery. With everything else rocketing in price there is no way I am paying this price.

I was told 2 hours, hence the high quote (in labour charge). Have emailed the dealer to verify this.

Sure seems like it. As a loyal customer I don't like being ripped off. Thank you to all for saying that you all think it's a crazy price. I thought I was maybe thinking I was put of touch and with everything else rocketing in price Lexus felt obliged to follow the lead. I'm not paying this price. I have asked for confirmation of this price that was quoted on the service summary.

My local Lexus dealer has quoted me £150 for 4-way wheel alignment. That's almost 3x as much as an independent is quoting me! Is this a 'good' price (and/or is the tech so clever now it's worth paying that) or this a highly unreasonable price to pay? Thanks