Lexus of Cerritos - Service Center

Letter I sent in complaint: Letter I sent in complaint: ---------------------------------------------------- Paul Kaiser 1750 East Ocean Blvd Long Beach, CA 90802 Kaiser.pau Letter I sent in complaint: ---------------------------------------------------- Paul Kaiser 1750 East Ocean Blvd Long Beach, CA 90802 Kaiser.paul@gmail.com 3/4/2011 Lexus of Cerritos Management Team Lexus of Cerritos 18800 Studebaker Road Cerritos, CA 90703 Re: Service appointment request for my IS300 Dear Management team, On February 24, 2011, I phoned Lexus of Cerritos (877-203-0544) service line and spoke with a rather curt female to request an appointment for my IS300. This woman asked me if I had ever had my car into Lexus of Cerritos before. I have not and answered “no”. Next she asked me for my VIN# in order to create the appointment. Caught off guard and sitting in my office, I did not have this information. She ungraciously informed me that in order to make an appointment I would need to have my VIN#. Surprised I mentioned that “…the previous owner of my car had always serviced it at Lexus dealerships so certainly the car would show up in there system. Once I brought it in she could check the number.” Reluctantly she made the appointment Circumstances out of my control were such that I was unable to make that appointment. On March 4, 2011, I once again phoned Lexus of Cerritos and spoke with a male about a new appointment. A male answered and once again asked me if I had ever had my car into Lexus of Cerritos. I said “no.” Next he too asked me for my VIN# and I replied similarly saying “I do not have it with me but the car has been there before with the previous owner.” I was coarsely told that I must have a VIN# in order to make an appointment. In order to navigate around this man’s customer hindrance I had to explain how another woman at Lexus of Cerritos already made me an appointment last week without the VIN#. That wasn’t quite good enough and the unpleasant conversation continued to the point where the Lexus of Cerritos employee was speaking over me. I have an appointment for next Friday at 6:30 which I have no intention of keeping now that this all has soaked in. Please cancel that post haste. After being pushed to annoyance with Lexus of Cerritos (without ever stepping foot on the property) I promptly phoned Lexus of Westminster. Answering the phone was a delightful professional woman very happy to help. She did not ask for a VIN#. This is the Lexus service I expected. In more than 20 years I’ve never once been asked for my VIN# when simply making a service appointment. Volvo does not ask me for my VIN#, Mercedes, nor did BMW, not even the Saturn dealership I frequented in college request a VIN#. My assumption now is that these two individuals have either been instructed to prevent appointments without the VIN# or are perhaps lazy and would rather not type in all of the customers details. In a down economy to be anything but uncomplicated and pleasant when setting up appointments with new customers is a very confusing customer retention practice. Personally speaking this experience has prevented Lexus of Cerritos from ever handling my vehicles. Furthermore I shall not consider any new purchases from Lexus of Cerritos, nor shall I refer to it favorably. This letter is not a request for resolution. As far as I am concerned the situation was resolved by Lexus of Cerritos. I shall never step foot inside of Lexus of Cerritos under any circumstances. A copy of this letter has been sent to Lexus corporate and I will also be commenting on the community review website Yelp about my experiences. Incidentally Yelp already shows 3 out of 5 stars for Lexus of Cerritos; a rather poor score for a company JD Powers routinely rates at the top of Customer Service in the US Market. Clearly my opinion of Lexus of Cerritos is shared by many. I am very disappointed because of the lack of customer service that was provided. The unprofessional attitudes I encountered were unsatisfactory and unlike any other Lexus experience I’ve encountered to date. In short, I can buy a car from anyone. Lexus of Cerritos has made it abundantly clear that I now know at the very least, where I won’t be buying a car. Yours sincerely Paul A Kaiser More

I purchased my 92 LS400 from this dealer a few years back. I have had the car in a few times for service. They screwed me when I purchased the car, they tried to screw me on the service of the vehicle back. I have had the car in a few times for service. They screwed me when I purchased the car, they tried to screw me on the service of the vehicle at least twice. Their response when I complained was go ahead and sue us, we have high-powered attorneys on retainer.<br><br>This is a dealer owned by AUTONATION. I will never, ever deal with an AUTONATION dealer ever again. I have subsequently purchased another Lexus through another dealer, and I got a GREAT deal, and was treated with kindness, respect, and dignity...with a great deal, to boot!<br><br>I completely understand that dealers are there to make money off of you. Fine. But when they repeatedly xxxx you, that's just nort right!<br><br>They have lost ALL of my business PERMANENTLY!!!<br><br>I love Lexus, I hate Lexus of Cerritos! More

This dealership is very friendly when you go it....but that is strictly lip service. They are horrible at follow up warranty service. They don't follow through with the work, and are lousy at returning that is strictly lip service. They are horrible at follow up warranty service. They don't follow through with the work, and are lousy at returning phone calls. Three calls into their customer relations officer have gone unanswered. I would not buy from this dealership again, and will not take my car back there for service. I like my car, but after this experience would not buy another Lexus. More