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I have been a long time Lexus owner (6 cars and 4 Toyotas). Recently I discovered that Desert Lexus charged 2.5 times what other Southern California Dealers charges for larger services. After my last service Desert Lexus sent me a customer satisfaction survey on which I noted this accurate, honest, constructive criticism.

Today I had an appointment again with Desert Lexus for a minor service, which was reasonably priced ( and also covered by Toyota Motor Corp as a courtesy after I told them that service prices varied widely dealer to dealer). I went to the dealer, turned over my car to the service tech and sat in the service rep's office.

There the service rep reviewed my prior, customer satisfaction survey. A discussion with he and the SErvice Manager followed, where I was told that Desert Lexus would not service my car today or ever again because I was " nasty" in my comments". FYI, my comments had been that Desert Lexus sales and service prices are high and that I waited an hour at the last service for a loaner car--all honest critiques.

I was humiliated into retrieving my car from the service tech and leaving the dealer, having been scolded by a couple of employees, one of whom said his salary had been negatively affected by my survey response. Further, I wasted the morning trying to get a simple oil change.

What happened to the customer always being right?

Desert Lexus cannot have it both ways, i.e., wanting survey results and then firing customers who give unwanted but accurate feedback.

Stay away from Desert Lexus. I an not as much "pissed" as embarrassed and disappointed.

Sincerely, Lexus Lover

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Anonymous
#876196

Took my '14 GX460 to Desert Lexus today because the front wheel well plastic cracked and allowed it to come into contact with the front tire whereby causing a small amount of damage.Note that this crack was NOT a result of anything the car came into contact with.

Anyway, they couldn't tell me if it was covered under warranty. What's more, they said that they would inspect it and if it wasn't under warranty it would cost me $60 for the inspection. What kind of cockamamie bunch of malarkey is that?! But if it was under warranty the inspection would be free.

It's not like I'm trying to get them to diagnose an engine problem for free, it's a broken piece of plastic for crying out loud. This is the second time I've left Desert Lexus a little bit more than peeved.

My wife and I have been discussing looking at another manufacturer rather than buying another Lexus.I expect a whole lot better than what Lexus has been able/willing to deliver.

Anonymous
to Mike #876200

This was the Palm Springs Lexus dealer BTW.

Anonymous
#367614

Had a great experience today at Desert Lexus.I didn't have an appointment and was on my way out of town they got me in and out in less time then I expected.

Thanks Sky!They are always working hard to keep my business!

Anonymous
#227118

:)Wonderful people at this dealership they really care about your needs. Terrific service folks!

Anonymous
#220529

I also had a negative experience with Desert Lexus.I got a call as a follow up to my service and the rep just wanted to argue, did not truly want feedback.

It seemed like she was given a job to call a list of customers and just wanted to put a check by each customer's name and hand it back to her boss.I have since found an independent shop I like that specializes in Lexus.

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