Exactly. It was partly my fault: I had quite a few questions and I got derailed after the "model dependent" excuse but they should not have dismissed me to begin with. Needless to say, of course I will be taking my car elsewhere next time. I'm thinking about (as you say) reporting this to Lexus.
The latest episode of this lame series is I called in, told them it needed to be done and the guy on the phone was initially reluctant, and ended up saying "ok we'll do it free of charge this time" and I was like "What? this is something I paid for and you should have done" [I was thinking are you kidding me?]
So that means they KNEW it had not been done, because they didn't even tried to argue that it had.
Long story short, I was booked this morning and I demanded a video of the diff oil change. So it's finally done. It only cost me another trip and wasting half the morning on Satuday. 🤬
They kinda apologised and thanked me for understanding etc.... all bluff because they lost all credibility with me.
I have been thinking and both alternatives are bad: They service cars all the time so:
if they "didn't know" it means they don't know their own service books.
If they did know it is even worse because it means there was ill will.
Anyway, as said BE VIGILANT. I thin some Lexus dealerships ride the wave of the brand name knowing people trust them. And of course these people have disappointed me so much I'm never taking my car there again.