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Satisfaction with dealer service rises, Lexus and GMC are tops

During the economic downturn, many car dealerships counteracted their slowing income by focusing on things that would set them apart from competition - things like the quality of customer service they provide. When the economy picked up and more sales and service followed, many also first invested those funds back into the business, improving their dealership facilities and service centers.
It looks like those investments are paying off, as J.D. Power and Associates' latest Customer Service Index Study shows that overall consumer satisfaction with dealer service has increased to 797 (on a 1,000-point scale), up from 787 in 2012 and 29 points higher than the score in 2011. The study also finds that people are more satisfied with the service they get at dealerships compared to independent service providers, despite the much higher average out-of-pocket cost per visit ($118 vs. $44).
Note, however, that this study only looks at how people are treated by a dealer's service department during the first three years of ownership (the survey is based on responses from 91,000 owners and lessees of 2008 to 2012 model year vehicles), so we're talking about the experience had when bringing a car in for repair or maintenance work, most likely under warranty. In fact, maintenance work is increasing in share and accounted for 77 percent of service visits (up from 72 percent in 2012 and 63 percent in 2011). This helps explain why customer satisfaction has also risen, since a properly maintained car is one that's less likely to require a dealer visit for an unexpected repair.

NHTSA may investigate new Toyota unintended acceleration case

After paying a $1.2-billion settlement to the US government last year, Toyota largely put the unintended acceleration recall behind it. Although, there were still some civil lawsuits to handle. A new case where the owner of a 2009 Lexus ES350 is petitioning the National Highway Traffic Safety Administration to open another analysis could draw the issue back to the forefront. Investigators are still deciding whether to research these claims further, though. According to this petition, the owner's wife was driving the ES350 in February 2015. While pulling into a parking space, the sedan allegedly surged forward, and there was a low-speed accident. The claim asserts there are at least two other similar cases in NHTSA's database: one in a 2009 Camry in 2009 and another in a 2010 Corolla in 2014. Specifically, this person wants an "investigation into low-speed surging in different models of Toyota automobiles in which the car starts accelerating and the engine RPM increases even when the accelerator pedal is not depressed," according to the agency. NHTSA will do further research into this person's claim and will decide whether to conduct a full investigation into the alleged issue. This won't be the first reappraisal of unintended acceleration in Toyotas by the agency in recent months, though. Between September 2014 and May 2015, NHTSA evaluated a similar petition with allegations covering 2006-2010 Corollas, and the government body decided to deny that one because the problem couldn't be replicated. Related Video: INVESTIGATION Subject : Low-speed surging Date Investigation Opened: JUL 09, 2015 Date Investigation Closed: Open NHTSA Action Number: DP15005 Component(s): VEHICLE SPEED CONTROL All Products Associated with this Investigation close Vehicle Make Model Model Year(s) LEXUS ES350 2009 Details Manufacturer: Toyota Motor Corporation SUMMARY: In a letter dated June 19, 2015, a consumer petitioned the National Highway Traffic Safety Administration (NHTSA) for an "investigation into low-speed surging in different models of Toyota automobiles in which the car starts accelerating and the engine RPM increases even when the accelerator pedal is not depressed." The petition was prompted by a February 2015 crash involving a model year (MY) 2009 Lexus ES350, which allegedly surged as the petitioner's wife was pulling into a parking spot.

Lexus LC 500 gets customized at SEMA before it even goes on sale

We still have to wait until next year for Lexus to start delivering the gorgeous new LC 500 to dealer showrooms, but that little fact didn't stop Lexus from letting people modify it for SEMA. The first LC coupe to get the custom treatment is this bright yellow example modified by Gordon Ting and Beyond Marketing. Prospective LC 500 buyers who want to modify their rides won't have to wait long do start adding these parts to their cars. Because Lexus let these companies develop parts this far in advance, the parts should be available around the same time as the car. On the outside, the LC 500 gets a new Artisan Spirit body kit that consists of a front diffuser, fender flares, side skirts, rear diffuser and rear spoiler. The car also has a lower stance thanks to a kit developed by KW Suspension. It features adjustable springs for ride height, plus a hydraulic lift system to keep the custom body work from scraping. The Lexus rolls on HRE P101 wheels that are stopped by Brembo brakes. The other highlight of this custom Lexus is under the hood. The LC 500 comes with a 471-horsepower 5.0-liter V8 that's also found in the RC F and GS F. However, the engine development team at Hard Media, Inc. and D SPORT Magazine had the engine rebuilt with CP pistons and Carrillo connecting rods, and it was given new cylinder sleeves from LA Sleeves to increase bore-size. The end result is a 5.6-liter engine making 525 horsepower. According to Lexus, 525 horsepower is far from the limit of this engine, saying that its capabilities could be, and in fact "have been more than doubled." If anyone at Lexus is reading this, we don't doubt the claim, but we'd also be more than happy to see this capability proven. Perhaps at next year's SEMA show? Related Video: Featured Gallery Customized Lexus LC 500: SEMA 2016 View 9 Photos Image Credit: Live photos copyright 2016 Drew Phillips / Autoblog Aftermarket SEMA Show Lexus Coupe Luxury lexus lc 500 SEMA 2016