I’m writing to bring attention to a troubling experience - kevinhe285400
I’m writing to bring attention to a troubling experience I had at your Escondido service center, which has left me frustrated and concerned.
This past weekend, I contacted your team by phone to ask whether your service department could assist with either repairing scratches on the lower lip of my bumper or replacing the bumper guard and cover. I was told that you could help and was encouraged to come in at my convenience.
I rearranged my schedule and visited on Monday, waiting patiently for about 45 minutes before being acknowledged — which I had no issue with. However, when I was finally seen by the service advisor, Tyler, I was surprised by how dismissive the interaction was. Without even inspecting my vehicle, he told me to go to another dealership in Carlsbad. I asked again, politely, if someone could simply take a look at the damage, especially since I had taken time off work to come in — but he declined a second time. While he eventually handed me part numbers, the overall interaction felt rushed and dismissive.
After leaving, I called the dealership again to confirm whether replacing bumper components was a service you offer — and once again, I was told it is. That contradiction only added to my confusion and wasted time, as I now have limited time left to submit repair quotes to my tow company.
What stood out even more was the stark difference in how I was treated compared to another customer. As I was leaving Tyler’s office, he greeted a young woman nearby with warmth and a big smile and immediately invited her into his office. The contrast in tone and enthusiasm was striking — especially after such a cold interaction with me. I couldn’t help but wonder whether unconscious bias or profiling was at play. I sincerely hope that wasn’t the case, but the difference was significant enough to raise that concern.
To add to the difficulty, I had tried calling the service desk multiple times earlier that day in an attempt to confirm my visit — but was unable to reach anyone after several attempts.
I’ve always associated Lexus with a premium customer experience and respectful treatment, which is why this situation feels so disappointing. I hope this feedback is taken seriously, and I would appreciate clarification on how to move forward with getting my vehicle evaluated and serviced.
Thank you for your time and attention
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