I recently moved to the Milwaukee, WI area from PA and needed to get my seats serviced due to a few stains on the leather. I had purchased the interior/exterior warranty when I bought my 2105 IS350 F-Sport but the service guy (Dimitri) and service manager (Scott) at the Lexus North Shore location told me they won't honor the warranty since it was purchased at another location. Dimitri told me I should call the Lexus dealership in PA and ask to be refunded for the amount of time left under the warranty AND THEN buy the same warranty through Lexus North Shore AND THEN they'd work on my car. I never had this happen so I called the warranty company after I got home and they told me none of that was not true at all, all the dealership had to do was provide pictures and an estimate to start the claims process with them. SO I went back to the dealership again and they FINALLY took pictures to begin the claims process and the service manager Scott said, "I don't care what service you get done, as long as I get paid." (No such thing as customer service at this location whatsoever! It's clear they care about just money and don't even know how to speak with a customer smh)
A day later I get a voicemail from Dimitri that he spoke to the warranty company and when I called him back, he said they won't pay to have my seats cleaned as it is not a service provided by the warranty company. I told him I'll give them a call to make sure why they told him that and I'd give him a call back. The warranty folks said they had spoke with Dimitri by name and told him the payment was ready to be processed and were just waiting on my car to go in and have the service done. (So basically this dealership wanted to have me pay for cleaning my seats AND charge the warranty company for doing the service as well.) The lady from the warranty company went ahead and called the dealership again to let the Dimitri know they WILL BE covering the service I was getting done to my car. I called Dimitri a day later to setup an appointment to go in and drop my car off and this time he says it would take at least a day to clean the seats and I won't be provided a loaner vehicle since according to the dealership, my car is not really being "serviced" and loaner cars are only for customers that are ACTUALLY getting their cars serviced there. I've NEVER had that happen at a dealership in PA whenever I went in to get anything done wether it was actual service or something under a warranty!! He said he can provide a loaner vehicle for me but at an additional cost to me or I should call the warranty company to see if they will cover for a loaner vehicle which he said he highly doubts they would. I expressed that this never happened before and if there was another manager other than the service manager Scott I can speak with in regards to this and he said no the only manager I can discuss this with is the service manager Scott.
It amazes me how horrible the customer service is at Lexus North Shore and if you attempt to speak to anyone higher up about a complaint, you're told you can't even do that lol. Overall through this entire process it never once seemed that this location wanted to help at all. There was one excuse after another at every attempt. This location is the only one I can make it to after work to get this done since a service manager is required to look at what needs to be done so the claims process can begin else I'd have long gone elsewhere with my business. Not sure if me being brown had anything to do with it lol but who knows since they expect foreigners to not actually know how anything really works here lol smh. Some of us are actually educated but I guess some white folks are just ignorant.. Poor job on hiring a service manager who doesn't even know if a warranty sold at a LEXUS dealership will be honored across the country. Can't speak about their sales dept. since I'm not sure how they are BUT AVOID HAVING YOUR CAR SERVICED HERE if you can..