Lexus owners expect a lot, and Lexus dealers have built a reputation for meeting and exceeding customer expectations.
But it's not always easy. So says Dave Wilson, owner of several dealerships in Southern California.
He tells of an angry letter he received from a Lexus owner who spent $374 to repair her car at his dealership. She owned four prior Lexus vehicles without problems. She said in her letter that she resented paying to fix her current one.
Turns out, she thought they were maintenance free. As in, get in and drive and drive and drive.
“She didn't think she had to do anything to her Lexus,” says Wilson. “She had 60,000 miles on it, and never had the oil changed.”
Wilson sent back her $374. “But we asked to keep her letter.”