[Deanski]

Let's go over the facts.

I dropped off the car on a Tueday and on Friday, the dealer emailed me and said that the car looks great and send Armorglove up to do the car.

Armorglove arrives, inspects the car, and after notifying the service manager that the chips on the bumper and on the side mirror were not addressed, the dealership informs Armorglove crew that this is how the car was returned and to continue.

I was not notified by Lexus or Armorglove as to any issues. Remeber, I dropped it off with black china marks on ALL defects! All had circles and lines with arrows. The service personnel walk the car and took notice to ALL areas in question

The reason I did not go to the dealer is again it's Lexus and they have a higher standard of service and responsibilities to their customers. You know, I should have just stopped by anyway just to make sure it's ready for Armorglove, but I do not have time and this is why I trusted their (Lexus) judgement

Armorglove only applied the film ONCE THAT DAY. No second time. This will come after I find a dealer or shop to do the job right.

Lexus service again emailed me that the car WAS ready for Armorglove to be applied. This means that the paint cured, and it was ready, that's all. Now they backpeddle and say that the paint chip was not cured? Not very professional. Lexus service had the car, not me. I am not an expert in paint application or how long it takes just for a chip to cure. I did not know what paint they used or how much etc. They had the vendor do the chip repair with FULL KNOWLEDGE that Armorglove was going to be applied. This is strickly Lexus responsibility. I did not know the vendor doing the repairs, do not know how long it will cure etc. THAT is Lexus responsibility to the customer, not the customers responsibility to know when paint is ready for film application. Armorglove was dispatched under the pretext that the paint was cured. Only Lexus and the vendor who did the work would have known.

As for "free" chip repair? I was under the impression that I would be paying for this, and I did not ask for any favor. They have to pay a vendor or contractor to do the job, so this was a given in my view that there will be a charge. I did not expect the dealer to do it for free.

The other side of the coin is that this may be a paint defect problem after all, but Lexus has not investigated. It only takes one to start, and maybe I have one with some type of defect or brittleness that they are not aware of.

The other bothersome issue is that this dealer also offers a paint protection film as well. I WAS NOT INFORMED AT DELIVERY OF THIS SERVICE! Had I known, you can bet I would have asked to see one, and if it was not to Armorglove standards, would have then request Armorglove. It just never crossed my mind at the time, but the dealer did offer Simoniz paint and leather care as well as tire warranty, which I accepted the tire warranty as these tires can be expensive.

On the Lexus forums, all people are quite alarmed of the lack of support from both Lexus and the dealer. Lexus is known for resolving issues with customers to keep them happy so they purchase another. My fault is that I chose a dealer with no customer service in mind. After all, it only takes them to say, "
You know, you're right, the repairs were not done correctly, and we are sorry we missed those ones that were to be done. Would you give us another chance to correct this for you? We will get Armorglove back to remove the film and we will repair the ones not done, as well as correct the one that looks bad. Once we feel it's ready, we will have them re-apply the film for you. Please let me know when you can stop by and view the car before we have them re-apply the film so we an make sure your satisfied "

That's all it takes to "fix the customer" as we say in our business. If the customer has an issue with an SR (service request) we were scheduled to perform and a problem arrises, if we did not do our job correctly, we correct the needed issues and make sure the customer is satisfied. Yes we take a hit now and then, but this is why we have such high praise from our customers.

I do not expect something for nothing, but the dealer did say it WAS ready. Armorglove WAS told to do the film even after notifying the service staff (assumed service contacted me as it was Lexus responsibility to contact me) I DID NOT APPROVE THE APPLICATION WITH ANY KNOWLEDGE OF DEFECTS STILL VISABLE. and did a superb job as to the film. You cannot see it!

I have contacted Armorglove on this, and they are very sorry for the problem and will take whatever measure to correct any issues, even though they had nothing to do with the chip repairs. I'm working this out with them, and will be going to another dealer for review and assistance on this.

It's just sad that Lexus CS will not correct a dealer mistake. Yes dealers are independent of Lexus Corp, but they still sell and offer service to what has been known as the best vehicle service in the industry. Yes it is an aftermarket product, but repairs were inferior prior to the film.

Bottom line is that the service manager knows how "fussy" I am with this car, and made comments that it's in better condition than the one in the showroom, and they do not wash the car for that reason. He also knows the products I use to keep it this way as well, so he has an understanding of the products and detail industry.

Lexus has serviced me well in the past, that is why I chose to go to the best one they offer. I just went to another dealer due to costs that they offered at the time I got it. 2% above cost. Now I am returning to my former dealer and see what and how they would have resolved this.

It's not your money that's tied up in a vehicle that has defects in less than 15 days. Other cars where I live which are daily drivers show no chip damage. My company car with 112K miles driven all over the state show no major damage, just slight sand hits, much smaller in size.

I understand you fell that I'm just trying to get something from Lexus for nothing. What I am really trying to do is show them to take "ownership" of the problem and let's come to some agreement that both of us can live with. It's the finger pointing, and backpeddle I hate. If you make a mistake, it's OK, let's just find a way to resolve this instead of just outright denial.

I hope this clears up some of the isssue that I was having.

I still love this car by the way!

Regards,
Deanski