I recently purchased a 2008 Lexus ISF on March 31, 2012. The vehicle was used but in excellent condition. I wished to have it serviced as well as have some minor touch-up work done to some rock chips on the front bumper, and a few areas of "road rash" on the tires. I also wanted the car to get a full detail.
I brought the vehicle to Lexus of Louisville on April 4, 2012. I was greeted by Service Advisor Jeff Owen whom I told what I needed done to the car. Jeff assured me that he would call me later on that night with an estimate for the work as well as a time of delivery. I never received a phone call from Jeff that day or the next (Wednesday April 4, 2012, and Thursday April 5, 2012). I called Jeff on Friday April 6, 2012 and left a message to inquire about the vehicle and did not receive a call back. I called Jeff again on Monday April 9, 2012 and left a message and received a call back that afternoon approximately 3 PM from Jeff and was told that the vehicle would be ready on Thursday April 12, 2012 or Friday April 13, 2012 "at the latest."
I left a voice mail for Jeff on Friday April 13, 2012 at approximately 1 PM. I called again at approximately 2:30 PM and spoke with a different Service Advisor - Joe Brooks, who assured me that he would give Jeff the message to call me. When I didn't hear from Jeff by approximately 3:30 PM I drove to the dealership.
Upon arriving I was told by a receptionist that Jeff had stepped out to lunch. I asked Joe Brooks if I could inspect my vehicle. Upon inspection of the vehicle I immediately noticed that the front bumper was misaligned and hanging down. When I got underneath the car there were several scratches which were not there previously where it appeared that someone had driven the bumper over a curb and then backed out. Upon further examination I noticed a large paint chip the size of half a dime on the driver's side door which also was not there previously. In addition, NONE of the work I asked to be performed (touch up front bumper, repair "road rash" on wheels, detail) was completed, but the car had allegedly been serviced. I pointed out my concerns to Joe Brooks who assured me that he would speak with Jeff's superior and that he would get back to me the following week on Monday April 16, 2012 or Tuesday April 17, 2012 and let me know what could be done.
I heard from Monty Heim - Parts & Service Director the following day, Saturday April 15, 2012 who apologized for the delays and damage done to my vehicle. Monty assured me that the damage done at the dealership would be repaired and that I would receive a price discount on the work I originally requested. I was also told that the vehicle would be ready by "the early part of next week".
Received a phone call from Monty Heim on Monday April 16, 2012 and was told that the vehicle would be ready "that day or the following day" Tuesday April 17, 2012 - was also told that none of the damage to the vehicle was done at Lexus (Monty claimed to have reviewed the videos at the dealership) but that I would still receive a discount on the work.
Received a call from Monty Heim on Tuesday April 17, 2012 and was told the vehicle would be ready on Wednesday April 18, 2012. Received a phone call from Joe Brooks and was told that the vehicle would be ready at 10 AM on Thursday April 19, 2012. Received a phone call at 12 PM Thursday April 19, 2012 from Joe Brooks and was told the vehicle was
ready and looked "pretty good."
Arrived at Lexus approximately 1:00 PM Thursday April 19, 2012 and upon inspection of the vehicle found approximately 20 loose bolts and clips inside of a plastic cup on the floor in the backseat. The bumper was still be misaligned and hanging down. Upon inspection of the bumper and front fender I could see where there were many places that bolts/clips were missing. I made a Service Advisor aware of my concerns (Joe Brooks was not available when I arrived) and was again
greeted by Jeff Owen who asked that I wait while they reinstall the bolts/clips onto the bumper/fender. I waited for approximately 1 hour during which time I also spoke with Monty Heim who again assured me that none of the damage I noticed on April 13, 2012 was done at Lexus of Louisville - but that I had been given a "great deal" on the work
that had been performed, and that the car looked "great".
I was charged $1323.37 by Lexus. Upon further inspection of the vehicle I could see where touchup paint had been applied to the driver's side door of the vehicle - however I was still charged for the entire door being repainted. When I turned the car on the engine sounded high-pitched and strained compared to when I brought it in - indicative of being driven very hard/fast and the rods being stretched. The passenger and driver's seats had both been adjusted.
the steering wheel, both side mirrors and the rear view mirror had been adjusted. The radio station and sound settings had been adjusted. There was wax in every crevice of the vehicle - I had to use a toothbrush with water and a paper towel to remove it myself despite paying the full $250.00 price for a detail.
Today, April 21, 2012 I noticed that the fog light on the passenger side of the car appeared to be missing. When I inspected the vehicle it appears that the fog light has fallen onto the inside of the front bumper. At this point I need to have my vehicle repaired but am faced with potentially extremlely expensive work for problems which I did not create. It is my opinion that I was treated in a most unsatisfactory manner at Lexus of Louisville - and by Jeff Owen and Monty Heim. I
would not recommend this dealership.