Alison S

Customer Service really needs improvemen

I booked my car in for a service and Mot while I waited. The drink I was offered(coffee) was cold! I informed the service manager Andy Pederson that my service handbook had not been completed for the previous two years that I had brought my car to them for servicing, also that someone had telephoned me the previous day and the previous Friday and when I answered the call the phone went dead. Andy explained that the call on the previous day would have been the service department. On completion of the service and MOT the service person handed me my keys and the service book with the documents just stuffed inside, not the usual service wallet enclosing the paperwork. The following week I received a call from a female at Lexus asking if everything was ok after my visit. I explained to her my concerns re above mentioned also that when I asked again about the telephone calls that went dead the service person who dealt with me said “It wouldn’t have been on purpose “. I did not consider this to be any sort of explanation. I did explain that I have been dealing with Lexus Teeside for many years but after my experiences I would be going elsewhere as I did not consider it to be good customer service. The female said that Andy would probably ring me but up to present I haven’t heard anything which tells a story in itself.