I'll begin with the caveat that I have been warned about - Molly
I'll begin with the caveat that I have been warned about dealership service since before I got my license and, therefore, have only serviced my car with local shops by word of mouth from people I trust.
That being said, my partner, a 50 year old male, bought me a Lexus 6 months ago, had it serviced at Lexus of Bellevue, and came back with a clean bill of health. The only thing noted was the break pads needed to be watched, all normal. He had a good experience so he recommended I just take it back for my next oil change.
Fast forward to today when I, a 34 year old female, bring my car in for my appointment - mind you I'm bringing it in 600 miles BEFORE hitting the recommended mileage to have it serviced. No lights on the dash, no issues driving. I park in the same place every day in a garage and there are no oil spots on the cement.
They charged me $260 for essentially an oil change, a BASIC once over to tell me it was time for a break change, a note that I have a SLIGHT oil leak, and a sub par car wash and interior vacuum, sending me on my way.
Next thing I know, I'm half way home on the highway in crawling traffic and my check engine and VSC lights goes on. This is where things went south.
The woman I worked with in the service department, Elvina Marquez-Garcia, had given me her card with a non functioning phone number. (They conveniently corrected this as soon as I voiced my frustration) I called the dealership 9 separate times attempting to get a hold of her through her direct number as well as through the service department, finally getting someone to write down my number so she could call ME back. 15 minutes go by while I'm in traffic going back to the dealership and I recieve NO call. And when I walked into the building I see her standing with her back to the door chatting with colleagues, and halfway down the hall from her desk. She greeted me as if nothing was wrong, spoke to me as if she didn't really believe my account of what had happened, and did not once apologize for not calling me back, which was her professional responsibility. Only after I voiced my concerns to her colleague did she very casually address the "voicemails" she missed from me earlier. Which I found curious given I was unable to LEAVE a message on an inactive line.
Now on to the actual diagnosis. After some wait time they finally came back to me and backtracked their original "oil seepage" to "potentially multiple actual leaks" due to the O2 censor suddenly being saturated with oil. Again, note that my car had ZERO lights on when I brought it in, and nowhere in my garage parking spot is stained. However, conveniently for them, even with the $250 credit they offered me for having to come back, this now means I need to spend another $125 to complete the engine diagnostics test, plus another $500 for a new O2 censor.
Here's when I get pretty livid, because at this pont I knew there was nothing I could say at this point to get them to take responsibility for their $1000 worth of mistakes on my car. What I believe actually happened was some new, lazy, or unskilled technician was preforming the oil change on my car, they got sloppy and saturated my O2 censor with oil, didn't feel like doing the labor for free to fix their mistake, so they ignored it, sent me home, and then placed the blame on me using the evidence of "minor seepage" from thr first appointment to cover their tracks with the O2 censor. And instead of taking responsibility for it, they offered me a credit because they assumed I would think thay was a great bargain, and added nearly $700 of work to my car, PLUS whatever else it would cost to repair the "multiple" new found leaks between appointment 1 and 2.
Beyond that I just have no words. I am disgusted with my experience here. I wasted my one day off from work as well as my time, gas, and money, spent a total of 6 hours dealing with this and left with my car in worse condition than it started. Absolutely not.
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