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
Review about: Lexus Rx 400H.