With many luxury brands dialing back on free maintenance programs, there was scuttlebutt that Lexus might swoop in to pick up the slack, offering such a program for the first time.
It's not gonna happen, says Bob Carter, general manager of Lexus Division.
"Free maintenance is a source of customer dissatisfaction and dealer dissatisfaction," Carter said in an interview at the National Automobile Dealers Association convention in Orlando, Fla.
Most factory-recommended service intervals are 7,500 miles. But many luxury customers -- especially those in their first luxury vehicle -- want more frequent service, Carter said.
"The customer is ticked off because the dealer tells him he has to wait for 7,500 miles, or else the service is coming out of the customer's pocket," Carter said. "But the customer is saying, 'Hey, I paid for this when I bought the car.' He isn't necessarily mad at the manufacturer, but he is mad at the dealer. I think it's just bad business."