SHOCKED & DISAPPOINTED.
On 9/3/22, my car was towed into Ira Lexus of Danvers because it would not start. On 9/6/2022, the dealership tried to charge me $821.04 to insta
On 9/3/22, my car was towed into Ira Lexus of Danvers because it would not start. On 9/6/2022, the dealership tried to charge me $821.04 to install a new battery and replace what they said was a hopelessly corroded positive battery terminal, saying the car would not run without the work. I declined, paid the $195 they charged me for "diagnostics", and took the car for a 2nd opinion.
Less than 1 hour after I left the dealership, another licensed shop gave me a printout indicating "good battery", and said there was no problem whatsoever with the terminals or connections. It turns out that the only reason the car would not start was that I had been trying to use an unprogrammed spare key. The car starts and runs fine using my usual key- which I had already provided to the dealership the day before with the request that they try it first before doing further diagnostics.
I immediately drove the car (that was- and still is- running just fine) back to the dealership, showed them the printout from the other mechanic, and asked for my money back. They claimed their instruments had shown that the battery was bad. I'd like to believe this was an honest error, but I have no explanation as to how they could have seen extensive corrosion where there is none, and how they did know that the only "fix" needed was to use the correct key (with which they had been provided).
To their credit, they immediately refunded the $195 diagnostic fee I had paid.
Sadly, I'm not sure they will ever be able to restore my faith in either their expertise or their honesty.
I am beyond disappointed to lose what had previously been a trusted and respected resource.
I would have expected, after an experience like this, to be contacted by the service manager, but no one reached out. I'm happy to provide full documentation of this experience to anyone who is interested.
(Note: the "service advisor" I worked with primarily is not listed here, but your system won't let me submit this review without rating an employee. So I have rated a nice woman at the checkout desk who has been a friendly face over the past years.)