Am I expecting too much from a Lexus Dealer

[gvan1998]

I just took my Overtrail to a Lexus dealer in Maryland for a 10k-mile service, which includes an oil change and a tire rotation.

I got the car back. However, the wheels have scratches inside where the wheel lugs are from the socket spinning. Are these damages expected? I know they will not take extra time just to remove the wheel. Additionally, they put a very small knick on the wheel, too. It's small and only noticeable when you know where it is. Is it my OCD, or is this expected at all mass-consumer dealers?

 

[YellowLab]

I just took my Overtrail to a Lexus dealer in Maryland for a 10k-mile service, which includes an oil change and a tire rotation.

I got the car back. However, the wheels have scratches inside where the wheel lugs are from the socket spinning. Are these damages expected? I know they will not take extra time just to remove the wheel. Additionally, they put a very small knick on the wheel, too. It's small and only noticeable when you know where it is. Is it my OCD, or is this expected at all mass-consumer dealers?

You should not accept damage like that from a Lexus dealer at all - period. I would go back and talk to the service manager - it's Lexus, not some slacker tire shop.

 

[CMSFRAT]

I live in MD and just bought an RX and ordered a GX OT as well.
Curious as to which dealer you went to...

 

[gvan1998]

Silver Spring

 

[CMSFRAT]

Thanks for the quick response.
My Lexus dealer is in Rockville.

 

[incognito.gx]

I just took my Overtrail to a Lexus dealer in Maryland for a 10k-mile service, which includes an oil change and a tire rotation.

I got the car back. However, the wheels have scratches inside where the wheel lugs are from the socket spinning. Are these damages expected? I know they will not take extra time just to remove the wheel. Additionally, they put a very small knick on the wheel, too. It's small and only noticeable when you know where it is. Is it my OCD, or is this expected at all mass-consumer dealers?

Unacceptable. Phone the service manager immediately

 

[German88]

I just took my Overtrail to a Lexus dealer in Maryland for a 10k-mile service, which includes an oil change and a tire rotation.

I got the car back. However, the wheels have scratches inside where the wheel lugs are from the socket spinning. Are these damages expected? I know they will not take extra time just to remove the wheel. Additionally, they put a very small knick on the wheel, too. It's small and only noticeable when you know where it is. Is it my OCD, or is this expected at all mass-consumer dealers?

Sadly, it's become the norm. It's rare to find techs who will handle your rig with high the level of care it takes to avoid these small nicks etc. Running the air tool sloppily or letting it impact the rim is the likely cause. I would bring it up with the service Mgr. reminding him of the expectations. I have no intentions of bringing mine in for either of these two free BS services. Not worth my time and exposure to another ham fisted tech. Most of the items on the list are "check this and check that" and thusly have little to no value.

 

[Jesse H]

My local Tire Tack offered to repair scratches they caused on my truck's wheels. I expect that much from Lexus.

 

[Bluegill]

I've been a new tire and tire rotate guy at Discount Tires for well over over 20 years now. I owned a company from 2008-2016 with a partner and we spent over $80K at Discount on our fleet of F250s and specialized sweeping truck and all sorts of heavy duty trailers. When I took my personal vehicle to Discount, I just made sure to chat it up with the guys while they were pulling my truck in and we would get to talking. Then they wouldn't think to scratch a wheel wizzing off a lug nut. I would politely tell them the tire pressure for front & rear axle, rotate order for the tires, and the lug nut torque setting that I preferred. Please and thank you and respect will get your everywhere. Unfortunately, you can't really get behind the scenes and chat up your Lexus techs that actually get their hands dirty. May have to cross a few Employee Only lines to make this happen at my next service...

 

[gvan1998]

I would call the service manager however, only thing that will make me happy is to get the wheel replaced with a new one. I am 100% that they wouldn't replace the wheel, they woul probably repair it which would make it worse.

 

[BackRdRnr]

I had a wheel damaged at Costco on Tundra that they replaced. Sad situation. They didn't like it and now they tell me they won't sell me the size of tire I want. Generally I rotate my own because of damage fear and so forth. I agree that speaking with the techs will work mostly but only have one chance for that carelessness. Do not settle for less than a great experience at Lexus and try to find a tire shop that cares enough before you need them. Shops that sell a lot of new wheels might care more.

 

[gvan1998]

So i just discovered that that scratched up brake caliper by scraping the wheel to the caliper. This also caused a knick or piece of metal missing.

The inner wheel has big scrape marks probably from the caliper touching the wheel during the tire rotation. I know the wheels are heavy but if you can't lift a wheel to do a proper tire rotation, have someone else help you. After finding more damage to my car, i am pissed.