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  • Ok, so after posting my initial review their internet service rep reached out to me and said their GM would like to chat. After quite a few back and forth emails, me digging up service records, and them chatting with my Service Manager they agreed to cover the cost for the wiring harness protector. In the end, I'm out nothing but my time to sort this out with both dealers, drop off the car, pick up the car and use a loaner. But, I feel that it shouldn't have required so many emails and time to agree to pay for the part. From my line of work I have a very high standard of customer service and believe businesses should go above and beyond the call of duty. They should believe that people are inherently good and not trying to "pull one over" on the business. The part didn't cost much, and wouldn't have been any sort of an issue for a dealer of this scale to cover. The reason I'm giving 4 stars instead of 5 is that I'm happy, but this was the bare minimum level of customer service I should've gotten. Not to mention the fact that this happened in the first place makes it automatically ineligible for 5 stars. The right thing, and the 5-star level I'd expect, would be to reach out to me already prepared to cover ANY cost related to making this right ASAP. I got that feeling from Lexus of Stevens Creek, but not so much from Chandler. If Stevens Creek had nothing to do with this could call me up and be willing to cover labor right off the bat (the most expensive part) no questions asked, I believe Chandler should've been willing to do the same and cover the less expensive half in a heartbeat. TL;DR - I'm happy the part was fixed, but Lexus of Chandler should have gone above and beyond. Plus, there's still some glue / tape residue so it's not like this never happened. Anyways, thanks for making this right!
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