BAD SERVICE - LEXUS CAPE TOWN

Item: Lexus South Africa
Rating: 1
Author: John S

I’ve serviced my vehicle at Lexus Cape Town on 2017-03-01 and paid in cash (as per attached invoice 1). On 2017-03-02, I’ve sent an e-mail to the service agent about my concern (attached). However, no response. My e-mail was however not read or responded to. Till today. On 2017-03-20, I’ve sent another e-mail to the same service agent. No response. I’ve then decided to call him and take my vehicle to the facility, without an appointment. I need to draw your attention to the following on the attached invoice: L 04 ********** 0 PAD KIT, FR DISC X 1 R 2021,73 L 04 ********** 0 PAD KIT, DISC BRAKE X 1 R 1 097,52 - 473311 REMOVE AND REPLACE REAR BREAK PADS X 0.60 R 830.00 - 473301 REMOVE AND REPLACE FRONT BRAKE PADS X 0.60 R 830.00 During my visit on 2017-03-20, I was provided with a Lexus technician and together we tested my vehicle on the N1 Highway. The technician experienced the same issue where, when applying the brakes, the vehicle jerks around on the road and there is a disturbance being felt on the steering wheel. My vehicle was subsequently taken for another diagnostics. I’ve requested to be taken back to my office as I had a court case to prepare for, as the High Court starts at 10:00 every morning. Nothing happened. I waited for over an hour for assistance as the service agent spent more time on the phone. Eventually I was told that my vehicle is outside. I was also provided with an “estimate” (attached) to the value of R 6 423.65 to repair a “…faulty front disc…”. My concerns are as follows: 1. How is it that, although the invoice states “PAD KIT FRONT DISC”, was fitted, I still experience issues with the “front disc”?. 2. Was there a proper diagnostics conducted? 3. Why was I not informed of the outcome of the diagnostics? 4. Is it standard practice for Lexus customers to endure such? 5. Was “new front disc” really fitted? 6. Why was the now “old front disc” not discovered when “new front disc” was fitted? During my endeavour at your facility, I’ve enquired from 2 different Lexus service agents regarding the prices of 3 Lexus vehicles on the floor at the “Used Vehicles” department. No one was able to assist. I’ve brought my vehicle for a major service and expected outstanding service. I have serious doubts about future dealings with Lexus. I now drive my vehicle as minimal as possible for the interim, due to the persistent problem. Awaiting your urgent response. Regards JOHN SACCO DEPUTY DIRECTOR DIRECTORATE: SECURITY MANAGEMENT SERVICE 3rd Floor,Room 312 115 Buitengracht Street, Cape Town Private Bag 9020, Cape Town, 8000 DIRECT : 021 ********** Mobile: ********** Mobile: 073 ********** NATIONAL PROSECUTING AUTHORITY OF SOUTH AFRICA Western Cape

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