Day before yesterday I went there for remedy notice which Lexus claims that they need to reprogram the ICS system, and I also ask them check rear suspension since they making noises when passing the bump of road crack. I've scheduled a loaner when I'm making service appointment online since I thought it will take a little longer to check up rear suspension, otherwise I'd rather wait 2 or 3 hours there.
The story begins when I start to talk to the service adviser, he lied to me says I didn't schedule loaner, you know what, if they tell me "we don't provide loaner" or "we don't want to provide a courtesy loaner" at the first place, fine, I understand that, but don't be a liar!
They call me back the second day in the morning says ICS system reprogram is done but didn't find anything wrong with my rear suspension, I was like, what? Even a lady who never drive a car can hear that noises and those so called "professionals" don't, unbelievable! Actually, this is not my first Lexus RX, they all have the same problem!
I didn't argue with them just say OK, I will go back to pick up my car ASAP.
The worst part of the story came up after I return the loaner, one guy who did not identify himself to me but wearing service department uniform come to me and claims that the loaner has fresh damage on right side front end of bumper which is me responsible for that damage, I check the "damage" right after that guy told me, first of all, that damaged part doesn't look like a fresh one at all, there even a piece of fabric tuck in the damaged part, apparently someone tried to clean up the car after the damage, that guy who was argue with me about the damage says I have to pay for the damage, very rudely. I ask them to show me the picture to prove what they claimed "no damage" since they keep saying that they inspected the car and hand it to me with "no damage", and he told me that don't work that way.
When I buy myself a first Lexus back to more that 10 yrs ago, friend of mine who work for Lexus dealer told me that do not come back to dealer for service, I do have some bad experience with Queens of Lexus but I still expect that maybe Manhattan of Lexus might be different, since I don't care they don't even provide free coffee and snacks like Brooklyn of Lexus does, as long as they can do the right thing to get the job done.
Now I know, they all the same and I even trusted them, What a terrible mistake! People, DO NOT go back to them for service your car, if you have to, just beware of them, DO NOT trust them, they don't deserve your trust.