S a first time owner of a new Lexus, purchased from Lexus of Gwinnett and a loyal customer since then, I became very disappointed in the service that I received from your service department last Saturday. Your dealership took advantage of me and my naivet and ended up charging me for service that could have been prevented.
I have been a loyal customer of Lexus of Gwinnett since purchasing my car there two years ago. As you can see from my service records all the mechanical and maintenance work done to my car to date (including new tires) has been through this dealership. I have been satisfied up until now!
I bring my car in for regular service to dealership because I expect better than average service from the professionals working there.
Last February during my scheduled 60,000 mile checkup I was told from the Service Advisor that my brake pads were beginning to show signs of wear and will need to be checked again during my next scheduled visit.
In May during my scheduled 70,000 mile maintenance checkup the brakes of my car were NEVER inspected even though it was documented to have been done from the prior inspection. Consequently no one told me to have the brake pads replaced and I continued driving around with worn brake pads.
When I brought my car in Saturday for its scheduled 80,000 mile maintenance check up I was informed that my rotors were damaged and had to be replaced in addition to the new brake pads. The rotors got damaged from the worn brake pads on my car that were replaced.
You cannot imagine how upset I was when I was told of this news along with the cost of replacing the rotors.
I question why your service department did not inspect my brake pads during my last scheduled visit at 70,000 miles when it was documented that they should have done. I was never told me that my brake pads needed to be replaced during my scheduled 70000 mile service or I would have done so; therefore costing me to replace the rotors. The costly repair for new rotors could have easily been avoided had the service department checked the condition of my brake pads and advised me to have them replaced. Your service departments negligence cost me to replace my rotors and drive an unsafe car for the last 10,000 miles.
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