Not happy with dealer @ 10k service

[ksj]

Took the GX in to get the 10K service. Told service guy that the hood fluttered so bad I thought it was going to fly off when I drove I-80 across Montana the weekend before last. Headwinds were very high, and I was going 80mph. Also told him the brakes squeal in the morning in reverse. When they were done with service he asked when I would like to bring it in for those items. I asked if they had the parts in stock and he said they would not order the parts until they reproduced the problem. So I need to bring it back so they can try to reproduce, then again after they order and get the parts in. These are well known issues with the 550, which is why Lexus issued the TSB's.

I would also like to know they intend to repro the hood flutter since the limit around here is 75 and we don't have 40-50 mph winds.

They also reset the memory location I use for my seats, etc.

Need to find somewhere else to get any work done. Waiting for survey as I intend to rip them...

 

[munkeeboi]

Not in defense of the dealership in any way, but do you just expect them to take your word at face value and just change out parts without testing? For that reason alone, I usually video anything going wrong, because it never happens when the car gets tested at the dealer.

They do know about the TSB since this is the repair procedure straight from the TSB

Also, Almost no dealers have these parts in stock, on hand ready for the repair. There is a nationwide backorder for the parts needed and can take anywhere from 2 weeks to several months just to receive the parts.

 

[Rpa11]

At my first visit regarding the brakes, the service advisor told me the same thing. Of course they could not duplicate, and the service was not done. So I videotaped every reverse out of my garage and driveway showing the issue. I also had the squealing brakes in slow traffic and videoed that. The parts were ordered, and the condition was corrected two weeks later. Hasn’t been a problem since and that was in October. Try undeniable video proof.

 

[ksj]

Not in defense of the dealership in any way, but do you just expect them to take your word at face value and just change out parts without testing? For that reason alone, I usually video anything going wrong, because it never happens when the car gets tested at the dealer.

They do know about the TSB since this is the repair procedure straight from the TSB

View attachment 11373

Also, Almost no dealers have these parts in stock, on hand ready for the repair. There is a nationwide backorder for the parts needed and can take anywhere from 2 weeks to several months just to receive the parts.

Pretty sure I didn't say I just expect them to change out the parts. The dealer is over an hour away. I should not have to spend hours driving back and forth multiple times to get known issues resolved. As mentioned, there really isn't any way to repro the hood locally, so I guess they won't bother with the fix.

When there is a known issue with TSB's issued then they should try to have the parts on hand to resolve the issue. At this point it is looking like three 2+ hour trips and they may claim they can't do anything.

That isn't the Lexus service I am used to from my old dealer.

 

[vraa]

That isn't the Lexus service I am used to from my old dealer.

Many dealers are now owned by companies who number one product is the stock, the customer centric focus has vanished

 

[YellowLab]

I've found my dealer has a different decision tree:
1 ) Customer states problem
2) Put on report 'could not duplicate the problem' - ignore TSB on the way to get coffee
3) Do not tell customer until they are back to pick up the car
4) Rinse and repeat

 

[FJMainiac]

I've been waiting for almost two months now for the hood fix due to parts on backorder, so be patient on that one.

 

[spiderjoe]

Sorry to hear about your issues. Hope they are able to sort it out for you soon.

Both my brakes and hood were fixed under warranty when I brought the vehicle in. I didn’t ask if they actually test drove to replicate the issues. They acknowledged the issue. I got a brand new set of front brakes after 10k miles .

Maybe it’s a Toyota quality process thing, was told Lexus doesn’t want the service department to open up the vehicle unnecessarily unless they know the problem is really there.

I have a driver side mirror that vibrates a lot driving through windy highways. The entire side mirror housing seems flimsy. Unfortunately no service bulletins, so they didn’t do anything about it. What they did was take another GX550 on the lot and compared to see if was worse on mine.. they said the other GX was also the same.. lol .. it’s a design defect in my opinion ?

Luckily our dealer has been great for us over many years and they are 10 minutes away from our home. Our service tech told me customers who bought or leased vehicles from other dealerships or even 100-200 miles away drive to this dealership to purchase or service their vehicles here.. unfortunately not all Lexus dealerships are the same.. the worse are the bigger multi car brand dealerships ..

Parts are still in short supply .. our windshield cracked.. to replace it, they had to break some of the black plastic parts surrounding the windshield. The tabs are very fragile and when you pry it, it breaks.. I was lucky to get a new windshield within a month or so.. unfortunately one of the side plastic panels is out of stock with no ETA.

 

[AtomicEric]

My local Lexus dealer Crabtree in East Haven CT, is about 30 min away. They also noted I would need to bring in to verify. They did a test drive and documented on there own. I had the TSB available for them to review as well. Parts then took about 7 weeks. Work ended up going about a week as they missed a good part. That said a loaner was provided and they did a great job on the hood. It is know to be a tricky fix to get right. I gave them an extra day to let the hood adhesive fully cure as well. Flutter is much better but don't expect it to be "completely" gone. Also nice having new factory brake pads and rotors up front at 9k. There is a process, so just plan for that. Thanks to others on the forum also helping encourage dealer TSB's and improvements.

 

[bigD]

Took the GX in to get the 10K service. Told service guy that the hood fluttered so bad I thought it was going to fly off when I drove I-80 across Montana the weekend before last. Headwinds were very high, and I was going 80mph. Also told him the brakes squeal in the morning in reverse. When they were done with service he asked when I would like to bring it in for those items. I asked if they had the parts in stock and he said they would not order the parts until they reproduced the problem. So I need to bring it back so they can try to reproduce, then again after they order and get the parts in. These are well known issues with the 550, which is why Lexus issued the TSB's.

I would also like to know they intend to repro the hood flutter since the limit around here is 75 and we don't have 40-50 mph winds.

They also reset the memory location I use for my seats, etc.

Need to find somewhere else to get any work done. Waiting for survey as I intend to rip them...

I shot a video of the hood flutter and video of the car backing up so they could hear the brake squeal, obviously someone else in the car lol. I’m disappointed with the hood repair though, it’s much better but still has annoying movement. Waiting on response from dealer about both issues.