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  • The morning of my mom's vigil, I was out and about running errands, getting my SUV washed, etc. I pulled my SUV halfway out of the garage to start packing the ice chests/food for the funeral gathering, etc.and then went to pull my SUV into the garage because I had to shower and start getting ready for the vigil (within 2 hours) which was across town and which I would be driving in rush hour traffic and my car would not start ... DEAD battery. Talk about horrible timing. I called Lexus roadside assistance and explained the circumstances and unfortunately I had a moron on the phone that "didn't get it" and all he said he could do for me was to call AAA out to jump start my vehcile and suggested after the jump start I should drive around for at least 30 minutes to charge up the battery or get it to a Lexus dealership and leave the vehicle to replace the battery ... really??? I asked him if AAA could bring me a new battery and again, explained the circumstances and that I did not have time and he told me that they could not bring me a battery. I told him "Thanks for your help" and hung up on him furious. This was 12pm ... I called Lexus of Chandler in a panic and called the service department telling them that this was an emergency and that I needed to speak to whoever was there ASAP. After being transferred to 3 different service advisors in addition to the service manager only to get their voice mail, I called the service department again (at this time I was crying) asking them to please get up and find someone who was physically there to speak to. I spoke to a Robert. After I poured my heart out to Robert and explained the circumstances (and how Lexus roadside assistance was not willing to help and that I still needed to shower and get ready to be at my mom's vigil), I told Robert that I needed 30 minutes to jump in the shower and then I need another RX350 or SUV for the next 2 days due to the amount of stuff I am hauling to and from the services and that the funeral mass was early in the morning the next day. Robert got the forces in motion. A tow truck pulled up exactly in 30 minutes (had a towel on my head), picked up my vehcile to tow to Lexus of Chandler. 10 minutes later the rental car desk called informing me an RX350 was in route which arrived in 5 minutes. The rental car agent told me no rush and to get the vehicle back by 4pm on Saturday ... OUTSTANDING!!! Dax, my service advisor, left several voice mails informing me on the status of my vehicle in addition to his condolences also informing me no rush and to get the vehicle back by 4pm on Saturday and my vehcile would be waiting with everything repaired ... very nice. I deeply appreciated the teamwork of Lexus of Chandler's service department and rental car department giving me peace of mind and providing me a dependable vehicle (and means of transportation) for the next 2 days of my mom's funeral services. EXCELLENT customer service ... thank you again!!!
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