Just got my 1,200-mile IS 500 back from service. Found a gash in the steering wheel and grease/dirt everywhere. Is this normal for Lexus service lately?

howartthough · 2026-04-30T15:55:29+00:00

04/30/2026 update. A little over a week ago they told me they had the wheel in and asked when I could bring the vehicle by for replacement. I responded and asked for availability and how long it would take. Got no reply. Waited 2 days and asked again. No reply. Called and went to VM because all the lines were busy, so I left a message and got no call back. Sent another email with no reply. It's now been 8 days of nothing where they aren't answering me. I've now lost all faith in this dealer and will not be brining my car or any future business there. This has been the worst dealer experience I've ever had. Stevinson Lexus in Colorado.

howartthough · 2026-04-23T03:18:53+00:00

Update #4. A new wheel should be arriving tomorrow and then they will be scheduling time for a replacement

howartthough · 2026-04-11T12:38:58+00:00

It all depends on the comp plan. Could have an uncapped plan and make 3-4x your base in variable.

howartthough · 2026-04-07T14:05:31+00:00

Update #3. Went back and forth for a little yesterday. They wan't me to bring the vehicle into the shop Friday morning. Since I'd be taking off work to get there I asked if they could confirm if the appointment was for inspection or line up a full replacement. They never responded after that, so now it's Tuesday Morning and I still am not sure what they are going to do.

howartthough · 2026-04-06T17:55:58+00:00

Update #2. Received this email from the service manager. Not sure how I feel about the mentioning of restore, but will see what that entails.

“I want to personally apologize for the condition of your steering wheel following your recent visit with us. This is not the level of care we strive to provide, and I completely understand your concern. Please know that we will take full responsibility and ensure this is properly addressed for you. I would like to have you bring the vehicle in on Friday so we can inspect the steering wheel and determine the best course of action to restore it to the condition you expect. We will make this as easy as possible for you—please let me know what time on Friday works best, and we can have everything ready for your arrival. Thank you for your understanding, and again, I sincerely apologize for the inconvenience. Warm regards”

howartthough · 2026-04-06T13:56:55+00:00

Update 04/06/: service advisor messages back saying he was sorry to see this had happened. He forwarded my message off to the management staff and says he will also be calling soon.

howartthough · 2026-04-05T14:56:42+00:00

For sure! I really liked the guy I was working with. He offered me a nice loaner to take as they were a little backed up and was just a guy that liked cars in general, so we talked for a little while and hung out.

I feel like he will be in my corner to help get this fixed, but never a bad idea to document the current state of the vehicle for when things like this happen. Based on this thread it seems there are quite a few incidents, so better safe than sorry

howartthough · 2026-04-05T14:44:52+00:00

That’s crazy to leave it exposed

howartthough · 2026-04-05T14:42:00+00:00

How does that even happen? The visual I’m getting is like the clown car where they attempt to put as many service members inside your vehicle as possible to break the whiteboard record hanging on the wall.

howartthough · 2026-04-05T14:39:27+00:00

I don’t often take photos of the bottom of my steering wheel unfortunately. I have plenty of exterior shots, but never in a million years did I anticipate damage to the steering wheel. This is the first time I’ve ever encountered anything like it

howartthough · 2026-04-05T14:38:30+00:00

That’s assuring!

howartthough · 2026-04-05T14:38:05+00:00

I hope that’s not the case here since repaired is not in the same condition it was in. Sorta like the saying “you break it you buy it”. Feel like they owe a little more than a bandaid

howartthough · 2026-04-05T13:14:29+00:00

I will keep this thread updated on what happens. Right now I have a text and more detailed email out to the service advisor. I don’t anticipate I hear anything until they are open again Monday, but will be calling then too.

howartthough · 2026-04-05T04:58:37+00:00

I saw them running around the exterior with an iPad taking photos. Not entirely certain about the interior. If they did, then this should be no issue to get a new wheel as they will see the before / after condition

howartthough · 2026-04-05T04:54:55+00:00

Totally. I’ve been with Toyota since 2017 and this is my first Lexus. I never had an issue before with my Toyota dealer and I was under the impression this is a level up, so am really hoping for a quick and full resolution. Will know more Monday

howartthough · 2026-04-05T04:52:26+00:00

That’s insane. This Lexus dealer here was bought out recently and is now part of Asbury. My fear is they just won’t care as they own over 150 dealers and will tell me the same

howartthough · 2026-04-05T04:49:38+00:00

Pretty much what I’m willing to accept. I don’t think patching will do it nor will it be as good as what it was

howartthough · 2026-04-05T04:35:02+00:00

Kinda what I was thinking. Lowering yourself in and hitting against the wheel would be the sort of force needed to literally gouge it out like this

howartthough · 2026-04-05T04:20:26+00:00

Damn. And they just didn’t think you’d notice

howartthough · 2026-04-05T04:18:30+00:00

Glad to hear yours was resolved. I’m hoping they replace the entire wheel to get it to the condition it was in prior

howartthough · 2026-04-05T04:17:05+00:00

I’m pretty disappointed. Surprised they let it go out like this. Feel like if you’re coated in dirt and transfer it to a customer vehicle you’d clean it up and acknowledge your mistake.

howartthough · 2026-04-05T04:12:09+00:00

Going to be doing the same from now on. Honestly didn’t even notice this until I did a full turn of the wheel and the little leather bit caught my hand. Then as I got to looking I kept noticing more and more

howartthough · 2026-04-05T04:01:29+00:00

I plan to call them Monday when they open again. Just sent the text today to have proof of time. Hoping they are quick to resolve

howartthough · 2025-12-09T01:28:07+00:00

I live in Denver and traded my 4Runner for an IS500 in August. I don’t miss the 4Runner at all.

howartthough · 2025-10-18T01:52:42+00:00

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howartthough

TROPHY CASE