Have there ever been times when you’ve arrived at your automotive service center and things didn’t go quite as well as you expected? Thankfully, this doesn’t happen often at Stevinson Lexus of Frederick, but we can offer a few helpful tips to help ensure your time with us is as efficient and enjoyable as it can be.
Setting the appointment.
At Stevinson Lexus of Frederick we schedule appointments to allow our Service Advisors an adequate amount of time to review each Customer’s individual needs and concerns, without having an unnecessarily long wait when you arrive. We carefully plan our schedules to make the most efficient use of your time. When calling (or e-mailing) to make your appointment, it’s a good idea to have one or two different days (and/or appointment times) in mind that will suit your schedule. While we’ll always try to accommodate your first preference, during busy times of the month a little flexibility may be necessary and is always appreciated. If possible, please provide more than one telephone number where you can be reached, since we always ask for your approval prior to doing any work on your Lexus. Delays in reaching you can create a delay in getting your car finished on time.
Service designed specially for you.
When you arrive for your appointment, your Service Advisor will ask you a series of questions regarding your specific driving habits and conditions. They’re not being nosey - - at Stevinson Lexus of Frederick we follow a detailed process so that we can recommend the precise level of maintenance services to fit the unique way you drive. For example, if you frequently drive your Lexus in dusty conditions or on mountain roads, your Service Advisor may suggest a level of service that exceeds the minimum requirements set by the manufacturer. Our goal is to make sure your Lexus is kept in top condition, no matter how you drive. During your consultation, you can also tell your Service Advisor about any specific concerns you may have with your vehicle. Feel free to take as much time during the consultation as you need - - it’s always helpful to have as much information as possible, such as if the problem occurs when the car is first started or after it’s been running, if it happens when the weather is warm or cold, at slow or fast speeds, when braking or not, etc. Your Service Advisor may ask you to take a short drive with a Lexus trained and certified technician so we can experience your concern firsthand. Our goal for every Customer is to diagnose and correct the problem on your first visit.
To wait, or not to wait.
Most common maintenance services (such as oil changes, tire rotations, etc.) require about 90 minutes (including time for your complimentary car wash), and many Customers choose to wait for their vehicle in our well appointed Customer Lounge. It offers a full array of beverages, including gourmet coffees, hot and cold tea, sodas, juices and bottled water. We also serve light snacks throughout the day, including fresh pastries, yogurt and fruit in the morning and our famous fresh-baked cookies throughout the afternoon. For your entertainment, we offer high-speed WiFi Internet access, high-definition television, a full assortment of newspapers and magazines and a special play area for our younger guests. If you choose to wait, our Service Advisors will keep you informed on the progress of your vehicle and have you on your way as quickly as possible.
For maintenance services or repairs that require longer than two hours, Stevinson Lexus of Frederick offers complimentary alternative transportation, including shuttle service and loaner vehicles. Our loaner vehicles are provided to our Customers free of charge; you are only asked to replace the gasoline you use (a nominal fee may be added to your invoice should you elect to have us refuel the vehicle). If you know you’ll be requiring a loaner vehicle for your service, please let us know when you make your appointment. While we keep over 30 Lexus Customer Courtesy Vehicles in inventory, during especially busy times demand can sometimes exceed our supply. If this happens, we can utilize Enterprise Rent-A-Car to provide you with alternative transportation at no additional cost to you.
The proper pick-up procedure.
When picking your car, it’s a good idea to spend a few minutes with your Service Advisor so that he or she can thoroughly explain all of the work that was performed, answer any questions you may have and advise you on any items that may require attention in the future. We know that our Customers have hectic schedules, but spending a little extra time on the delivery of your vehicle will go a long way in helping you understand the quality maintenance we provide.
If you are uncomfortable with any aspect of your service experience, we encourage you to alert your Service Advisor before you leave the dealership. Our goal is to make sure your Lexus receives the best service possible, and that you are completely satisfied with your service experience. Our Service Advisors and Managers are trained to address and correct any concerns you may have, no matter how large or small.
All in all, we like to keep the communication lines open with you and get your vehicle serviced in a quality fashion in a timely manner. Our goal is your total satisfaction.
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