Steve Lemke | Page 9

I took my Lexus LS460L in for an oil change on December 12. I had an 11:00 A.M. appointment and was taken right away. I chose to wait for the work to be completed. Typically, oil changes take between 30 12. I had an 11:00 A.M. appointment and was taken right away. I chose to wait for the work to be completed. Typically, oil changes take between 30 and 45 minutes, depending on the number of customers. I had used this facility in the past for oil changes on my previous Lexus and also my wife's Toyota Camry, and was always satisfied with the service. However, this time the service took an hour and 50 minutes - for a simple oil change!! No one ever came into the waiting area to tell me my car was ready or why it was taking so long. When I checked with the Service Desk after an hour and 20 minutes, I was told they were just finishing up the paperwork and should be done soon. I was expecting someone to let me know when the paperwork was done. That did not happen. I finally checked again and was told that my paperwork was at the cashier, and I could pay my bill and retrieve my car. I would have appreciated someone letting me know when it was done. I'm very disappointed in the demonstrated lack of customer focus. I certainly had higher expectations. More

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