Took Car to Don Valley North Lexus for Annual Maintenance, Not Happy With Experience

[kulong]

My car was at roughly 80k km, and it was due for the annual maintenance. The maintenance package costs ~$250, and they just do a surface level inspection. I am fine with the price because I think it has to be done for warranty purposes. But when I picked up the car, I found my seats, mirrors, A/C, and even music settings have all been drastically changed. Is that really necessary for car maintenance? The interior was also dirtier than it was.

In addition, they put 5km onto the odometer. I know the service department has a separate building, but is it really 2-3 km away? I only had to travel 2.5km to my work from the dealership (Steeles to Hwy 7). Does anyone know if annual maintenance include test drives?

The car wash was probably only a rinse with water, I can see dust spots everywhere. The cheapest option at a gas station washer will have been cleaner. Maybe they are not happy that I turned down their request to inspect throttle body, and change differential fluids, cutting the bill from $800 to $300. Sorry for the rent..

[trixstar]

lol they probably took it out on their break to grab food.. nothing but horror stories from any don valley north dealerships.

[poedua]

My car was at roughly 80k km, and it was due for the annual maintenance. The maintenance package costs ~$250, and they just do a surface level inspection. I am fine with the price because I think it has to be done for warranty purposes. But when I picked up the car, I found my seats, mirrors, A/C, and even music settings have all been drastically changed. Is that really necessary for car maintenance? The interior was also dirtier than it was.

In addition, they put 5km onto the odometer. I know the service department has a separate building, but is it really 2-3 km away? I only had to travel 2.5km to my work from the dealership (Steeles to Hwy 7). Does anyone know if they actually put the car onto those running belts for dyno test or did they go for a joy ride?

The car wash was probably only a rinse with water, I can see dust spots everywhere. Maybe they are not happy that I turned down their request to inspect throttle body, and change differential fluids, cutting the bill from $800 to $300. Sorry for the rent..

Wow. :rolleyes:

With all due respect, I think you're being incredibly petty in your criticisms of the dealership.....these minor irritants are ' non-issues '.... at best..... IMO..

[booblehead]

What about the free breakfast meal ticket ? Did they give you one ? That's what matter ! ;)

As for added mileage from service, the tech took it out for a joy ride, that's very obvious.

[ultran00b]

My car was at roughly 80k km, and it was due for the annual maintenance. The maintenance package costs ~$250, and they just do a surface level inspection. I am fine with the price because I think it has to be done for warranty purposes. But when I picked up the car, I found my seats, mirrors, A/C, and even music settings have all been drastically changed. Is that really necessary for car maintenance? The interior was also dirtier than it was.

In addition, they put 5km onto the odometer. I know the service department has a separate building, but is it really 2-3 km away? I only had to travel 2.5km to my work from the dealership (Steeles to Hwy 7). Does anyone know if they actually put the car onto those running belts for dyno test or did they go for a joy ride?

The car wash was probably only a rinse with water, I can see dust spots everywhere. Maybe they are not happy that I turned down their request to inspect throttle body, and change differential fluids, cutting the bill from $800 to $300. Sorry for the rent..

I lol'd. Although they are not a great dealership a lot of your criticisms are non-issues at best. Interior should be cleaned, so I don't know why it was dirtier than before. Lexus also does a road test after servicing, so it is not surprising that they put 5 KM on it, it would be a concern if they put 50KM on it.

Why would they dyno your car? And did you pick up the car after work hours? They usually wash it and leave it sitting outside, so that could be why it is dirty. (Their wash is like a mini gas station wash, soft wash IIRC)

[spike1128]

lol they probably took it out on their break to grab food.. nothing but horror stories from any don valley north dealerships.

Not sure why the others are defending DVN dealerships. They are walking horrors, yet people still buy/service their cars there. Big dealership are no go for me. I go to family owned businesses.

[Karbaum]

My car was at roughly 80k km, and it was due for the annual maintenance. The maintenance package costs ~$250, and they just do a surface level inspection. I am fine with the price because I think it has to be done for warranty purposes. But when I picked up the car, I found my seats, mirrors, A/C, and even music settings have all been drastically changed. Is that really necessary for car maintenance? The interior was also dirtier than it was.

In addition, they put 5km onto the odometer. I know the service department has a separate building, but is it really 2-3 km away? I only had to travel 2.5km to my work from the dealership (Steeles to Hwy 7). Does anyone know if they actually put the car onto those running belts for dyno test or did they go for a joy ride?

The car wash was probably only a rinse with water, I can see dust spots everywhere. Maybe they are not happy that I turned down their request to inspect throttle body, and change differential fluids, cutting the bill from $800 to $300. Sorry for the rent..

My name is Robert Karbaum and I am the E-Commerce Manager for Weins Canada (which Don Valley North Lexus is a division of)

I would to offer my services to help remedy this situation any way that I can. Please contact me via this forum, PM me, email me at robertk@weinscanada.com, or via phone at 1-888-203-6901 ext 378.

[rsasp]

Not sure why the others are defending DVN dealerships. They are walking horrors, yet people still buy/service their cars there. Big dealership are no go for me. I go to family owned businesses.

+1

It is widely known that DVN dealership is one of the worst out there.

[Karbaum]

+1

It is widely known that DVN dealership is one of the worst out there.

I would disagree. If you would like to get factual, and not libelous I am happy to share our CSI (Customer Satisfaction Index) scores governed by Toyota/Lexus Canada and J.D. Power.

[poedua]

I would disagree. If you would like to get factual, and not libelous I am happy to share our CSI (Customer Satisfaction Index) scores governed by Toyota/Lexus Canada and J.D. Power.

OK then ...post them in the thread...for all to see.

[Karbaum]

OK then ...post them in the thread...for all to see.

One moment please.

[poedua]

I would disagree. If you would like to get factual, and not libelous I am happy to share our CSI (Customer Satisfaction Index) scores governed by Toyota/Lexus Canada and J.D. Power.

btw...do you really think an anonymous poster on a forum who expresses an opinion that " DVN dealership is one of the worst out there " really qualifies as " libel " ?

[Karbaum]

OK then ...post them in the thread...for all to see.

Here you are:

http://i.imgur.com/Guycx.jpg

This is a chart of the last 12 months of Lexus Purchase Experience scores. Don Valley North Lexus is compared against other Category 1 Dealers. You can see, 8 out of 12 months we were at/above the Category 1 Dealer Average.

Which would clearly indicate that we are not "widely known that DVN dealership is one of the worst out there".

[Karbaum]

btw...do you really think an anonymous poster on a forum who expresses an opinion that " DVN dealership is one of the worst out there " really qualifies as " libel " ?

Yes, as he was stating a fact.

If he said: "I feel that...." you would be correct.

However what was said was: "It is widely known that."

For more information on the definition of Libel, please see this link: http://en.wikipedia.org/wiki/Defamation

[geokilla]

Here you are:

http://i.imgur.com/Guycx.jpg

This is a chart of the last 12 months of Lexus Purchase Experience scores. Don Valley North Lexus is compared against other Category 1 Dealers. You can see, 8 out of 12 months we were at/above the Category 1 Dealer Average.

Which would clearly indicate that we are not "widely known that DVN dealership is one of the worst out there".

Chart does not work.

Anyways I think the OP is overreacting on this one. 5km may be a bit excessive yes, but other things seem fairly standard to me. A dirty interior would mean that the mechanics did not remove their greasey gloves prior to entering the car. Or their hands were just dirty to begin with.

[Gunnerheadboy]

http://i.imgur.com/Guycx.jpg

[Karbaum]

Chart does not work.

Anyways I think the OP is overreacting on this one. 5km may be a bit excessive yes, but other things seem fairly standard to me. A dirty interior would mean that the mechanics did not remove their greasey gloves prior to entering the car. Or their hands were just dirty to begin with.

Chart is just a screenshot.

And no matter the situation, I want to make sure that every customer is a happy customer. So any concern, is a real concern in my opinion and I was to assist in any way that I can.

[poedua]

Yes, as he was stating a fact.

Looked like an opinion to me.


If he said: "I feel that...." you would be correct.

However what was said was: "It is widely known that."

For more information on the definition of Libel, please see this link: http://en.wikipedia.org/wiki/Defamation

You've GOT to me kidding me.:rolleyes:

I suspect this poster perhaps has heard of your dealership from friends, family, co-workers and or has a hate on for it for various personal reasons and or has heard as lot of horror stories on this site ( as have I ) and perhaps on other sites about your dealership ....as in his reference to " widely known "....... on which he has formed his opinion.

[kamilio]

I am siding with the dealership on this one. The OP is a damn baffoon! 5km...REALLY??? You felt the need to bad mouth a company over that???. I dislike big dealerships in general but I dislike baffoons like you even more.

[Karbaum]

Looked like an opinion to me.



You've GOT to me kidding me.:rolleyes:

I suspect this poster perhaps has heard of your dealership from friends, family, co-workers and or has a hate on for it for various personal reasons and or has heard as lot of horror stories on this site ( as have I ) and perhaps on other sites about your dealership ....as in his reference to " widely known "....... on which he has formed his opinion.

We as I am not a lawyer, or a linguist, let's just let us both have our opinions on the subject and call it a day. What do you say?

[poedua]

We as I am not a lawyer, or a linguist, let's just let us both have our opinions on the subject and call it a day. What do you say?

Fair enough.

[kulong]

I said I was ranting, and the first point I brought up, also the part that annoyed me the most, is having seats, mirror, music, and A/C settings drastically changed, with no efforts made to change them back. I did not think that was necessary.

[Karbaum]

I said I was ranting, and the first point I brought up, also the part that annoyed me the most, is having seats, mirror, music, and A/C settings drastically changed, with no efforts made to change them back. I did not think that was necessary.

As I said before I would like to work with you in attempts to turn this negative situation, into a positive one. Please contact me and we can chat.

Thanks!

[spike1128]

So will the manager take this other poster to court for libel? Or should he do something to regain the trust of the public which can be potentially gain them more sales?

I know sometimes when you are manager, you can't really control their staff. Good help are hard to find these days.

I am sure that the OP might have been over reacting, but it does enforce their bad view of the dealership if they themselves are not happy with their experiences. It could have been oversight the mechanic made the interior more dirty, but to the dealership as a whole the mechanic is also not a team player. The CSR didn't notice the car was dirtier when it came out or they don't want to clean after the mechanic's mess?

Mechanic gets paid for his work (not being more careful), CSR gets paid for his work (doing CSR job but not covering the team), and we get an unhappy customer who paid good money for service (the OP).

[Busybuyer888]

5km on the is not an issue. (IMO 25km is not an issue for an extended test ... adding 407 to the route).

I would want them to take the car out on the road to verify the car feels right, brakes work, steering operates, there are no extra noises in the car.

Maxing the A/C, Heat, Fan controls. This is called a road test of the car.

I am assuming this is what they did. If so, kudos to DVP Lexus' service dept.

Yes, those guys don't reset things (seats) back to original position. (How could they know the correct setting/position?)

Btw ... did OP complain about a noise or any aspect of the drivetrain?

[mack]

Also siding with the dealer.


5km. lol thats a joke. It can very well be a test drive, including on the hwy to make sure everything is in working order. The test driver is probably shorter/taller than you, hence everything was moved. You wouldnt want someone to test drive your car without proper mirror adjustments would you? Not all test drives are joy rides.

As for dirtier, you have to understand these mechanics work with engine bays. It can be very dirty regardless of what dealership. there is bound to get some dirt inside/out. sure they can wipe it down but most places dont (including some other luxury dealerships)

[Karbaum]

So will the manager take this other poster to court for libel?

Whoh there, no one is taking anyone to court here.

My goal in this thread is to turn this into a positive situation for the OP. Just waiting for a contact.

[IMWHFMPC]

My name is Robert Karbaum and I am the E-Commerce Manager for Weins Canada (which Don Valley North Lexus is a division of)

I would to offer my services to help remedy this situation any way that I can. Please contact me via this forum, PM me, email me at robertk@weinscanada.com, or via phone at 1-888-203-6901 ext 378.

You should really watch the tone of your replies as a manager. You don't argue little things on the internet, so immature.

[Karbaum]

You should really watch the tone of your replies as a manager. You don't argue little things on the internet, so immature.

I am only here to help.

[kamilio]

You should really watch the tone of your replies as a manager. You don't argue little things on the internet, so immature.

You and this whole thread are a joke. I am honestly waiting for Ashton Kutcher to pop out and yell PUNKED!

This manager has gone over and above for even offering to help this baffoon of an OP. I love to join in on dealer bashing as I have had tons of bad experiences but the OP sounds like a whinning little baby. 5km....lol

[MrDisco]

You should really watch the tone of your replies as a manager. You don't argue little things on the internet, so immature.

There is nothing in Robert's posts that indicate immaturity. He's offered a few times now to work with the op to address his issues. Isn't that what we all want from the companies we deal with?

[DDHLeigh]

OP does have a right to gripe some things like the dirty interior. Being Lexus, they should take better care of their customer/customers car. My Lexus dealership here in Vancouver is awesome.

As far as the 5km is concerned, that is nothing in the whole scheme of things. You have better things to cry about... The service dept will take the car out to test if needed. Heck, I even went along for the ride with the technician for my brake issue and that was over 5km.

[TrevorK]

But when I picked up the car, I found my seats, mirrors, A/C, and even music settings have all been drastically changed. Is that really necessary for car maintenance? The interior was also dirtier than it was.

In addition, they put 5km onto the odometer.

If they took your vehicle for a ride I would expect that the seats, mirrors, etc have been changed because the driver would need to adjust it for themselves.

I would agree however that 5KM is weird unless your inspection includes a road test. While I'm not sure it's something to really squabble about it obviously indicates that the vehicle was taken for a drive by someone.

[CompWizrd]

I am fine with the price because I think it has to be done for warranty purposes. You do not have to have the dealership do maintenance on your vehicle for warranty. You can even do it yourself, just keep your receipts for the oil and filter/etc.. Take a picture of the odometer and used oil/filters if you really want.

[HotYaris]

My goal in this thread is to turn this into a positive situation for the OP. Just waiting for a contact.

He won't contact you. He will use that same complaint the next time someone knocks that dealership.

[kulong]

He won't contact you. He will use that same complaint the next time someone knocks that dealership.

Thank you Robert for the offer to help. I appreciate how serious your company treats complaints. I said this is more of a rant than a formal complaint.

Can you help me confirm a road test was a part of the maintenance package? I have not heard a mention of it anywhere before or after the maintenance. If it is, I can understand why settings and seating positions got changed. Although it would be nice if a better effort is made to return all settings to original condition.

I understand mechanics work on the engine, and might have to move the car after. But please wipe off the steering wheel after everything is done, so the customer dont have to come back to a greasy steering wheel. Maybe the outside being dirty have to do with the rainy weather and I assume there is a lack of indoor parking space available at DVN so all cars after services are left sitting outside.

I know all the things I mentioned are minor annoyances, but Lexus is a pursuit of perfection right?

[gilboman]

Always amusing to see the RfD degenerates out in force. Clueless devoid of any experience of the real world, no wonder they all go whine in the career forum. Degernates are not a sought after group by employers.

[xvizardx]

Thank you Robert for the offer to help. I appreciate how serious your company treats complaints. I said this is more of a rant than a formal complaint.

Can you help me confirm a road test was a part of the maintenance package? I have not heard a mention of it anywhere before or after the maintenance. If it is, I can understand why settings and seating positions got changed. Although it would be nice if a better effort is made to return all settings to original condition.

I understand mechanics work on the engine, and might have to move the car after. But please wipe off the steering wheel after everything is done, so the customer dont have to come back to a greasy steering wheel. Maybe the outside being dirty have to do with the rainy weather and I assume there is a lack of indoor parking space available at DVN so all cars after services are left sitting outside.

I know all the things I mentioned are minor annoyances, but Lexus is a pursuit of perfection right?

Dude! Call the dealership and speak with the manager!

Grow some bawls instead of blabbering on an online discount forum.

FFS!

[kulong]

You do not have to have the dealership do maintenance on your vehicle for warranty. You can even do it yourself, just keep your receipts for the oil and filter/etc.. Take a picture of the odometer and used oil/filters if you really want.

Isnt there some record when you sell the car that shows all maintenance have been done at the dealer? That will help with resell value.

[congeetime]

Similar case happened to me but at scarboro town chrysler/dodge/etc. Went to get a tie rod/alignment. When I got my car back, dirt was on the seat, dirt on the steering wheel, ac was on high, and music was blasting. The staff that worked there were all nice but I found it a little strange when I got my car back all dirty...

[geokilla]

Can you help me confirm a road test was a part of the maintenance package? I have not heard a mention of it anywhere before or after the maintenance. If it is, I can understand why settings and seating positions got changed. Although it would be nice if a better effort is made to return all settings to original condition.

I know all the things I mentioned are minor annoyances, but Lexus is a pursuit of perfection right?

If an inspection does not include a test drive, then how do they inspect your vehicle? Take the wheels and tires for example. They can't tell there's an alignment or wheel balance issue without doing a test drive, or setting the car up to get the alignment or wheel balance done. If you were a dealer and mechanic, what would you rather do? Take it out for a quick 5km test drive, or put the car up in the air and take the tires off the car?

Plus, you said it's an 80k km inspection. Not sure how Lexus does their maintenance, but for Volvo, every 48k km is a major maintenance interval. Maybe for Lexus, 80k km is one of those major maintenance intervals. Just take out the owner's manual and take a look to see what should have been done by the mechanics.

As for the Lexus is a pursuit of perfection statement, that's just a marketing slogan to get people to remember the brand. Volvo is "Volvo. For life". Having heard that, would you really expect your one and only Volvo to last for your entire life? What about BMW? Their slogan is now "Sheer Driving Pleasure." However having read the auto reviews done by journalists and the like, BMW is not delivering as much driving pleasure as they used to. In fact, Mercedes-Benz and Audi are doing a better job than BMW. Road and Track placed the M5 in last place, while an "underpowered" Audi S6 took first place with the Mercedes-Benz taking a close 2nd, basically concluding that the Audi and Mercedes delivered more driving thrill.

[azncapcom]

Usually they ask you if your seat/mirror settings are saved in the memory. If they are, they just need to push the memory setting to have them adjusted back. If not saved, they could just save the current setting before adjusting the positions. The rearview mirror will be the only thing that you, yourself would have to adjust back.

[Heero01]

TBH... DVN Dealerships (and other dealerships subsequently owned by the same ppl) have had worse service then usual.

I believe the crappy service originates from their privileged position with Toyota. I went there when I was looking to purchase a new vehical 3 times this past few years. All 3 times they were slapping extra charges on top of cars Price.

"Ok, ok, my manager tells me, JUST FOR YOU, $500 off" So I say ok let me see BoS. Shady bastard adds that money to the admin without even telling me LOL. happened several times. They also refuse to remove extra fees like Globali.

My friend who made a mistake of purchasing a Lexus from them had nothing but horror stories from repairs and service.

Would not recommend this place unless you like being treated like crap.

[noob666]

You and this whole thread are a joke. I am honestly waiting for Ashton Kutcher to pop out and yell PUNKED!

This manager has gone over and above for even offering to help this baffoon of an OP. I love to join in on dealer bashing as I have had tons of bad experiences but the OP sounds like a whinning little baby. 5km....lol

the thread should just end with the above poster

Customer think they have so much right now day to get whatever they want, talk about good service you want to recieve ? please look at yourself to see if you deserve it.

Customer not always right

[spyder83]

You and this whole thread are a joke. I am honestly waiting for Ashton Kutcher to pop out and yell PUNKED!

This manager has gone over and above for even offering to help this baffoon of an OP. I love to join in on dealer bashing as I have had tons of bad experiences but the OP sounds like a whinning little baby. 5km....lol

x2. Kudos for offering to help fix the situation as that's just about the last thing I expected to read.

[ottofly]

Whoh there, no one is taking anyone to court here.

My goal in this thread is to turn this into a positive situation for the OP. Just waiting for a contact.

The typical RFD psychopath detests your industry and the people who work in it. One particular teenager who doesn't even posses a G2 started a thread on how Mercedes Benz "destroyed" his mom's car simply by washing it and then had his hand out for compensation and tried to withhold payment of the bill. True story, can't make this stuff up it's enough to make anyone working at the service dept of a large dealership puke. All this from kids, who left to their own devices, can not even pay for the gas in the tank. While your intentions may be good, you're pissing up a wall here and the longer you try and help the worse the RFD psychopaths will make you look.


Always amusing to see the RfD degenerates out in force. Clueless devoid of any experience of the real world, no wonder they all go whine in the career forum. Degernates are not a sought after group by employers.

+1

Anonymous degenerates no less. Doesn't have the ballls to go back inside and air his grievances with his service adviser but rushes home to post on RFD how the dealer put grease on the steering wheel, and 5KM on his car like a coward. :facepalm:

[zzz3]

The typical RFD psychopath detests your industry and the people who work in it. One particular teenager who doesn't even posses a G2 started a thread on how Mercedes Benz "destroyed" his mom's car simply by washing it and then had his hand out for compensation and tried to withhold payment of the bill. True story, can't make this stuff up it's enough to make anyone working at the service dept of a large dealership puke. All this from kids, who left to their own devices, can not even pay for the gas in the tank. While your intentions may be good, you're pissing up a wall here and the longer you try and help the worse the RFD psychopaths will make you look.


sounds like you need help undestroying some e-stress:
http://forums.redflagdeals.com/official-how-undestroy-your-vehicle-post-your-own-pics-here-1188591/

[Gunnerheadboy]

sounds like you need help undestroying some e-stress:
http://forums.redflagdeals.com/official-how-undestroy-your-vehicle-post-your-own-pics-here-1188591/

Rule of thumb though, you must always add flames.