I've had a lot of Lexus vehicles, and have had them damaged multiple times at dealerships, I had one delivered to me with damage to the front end that I had to uncover before taking delivery, luxury vs non-luxury doesn't mean anything. My experience buying my current Pacifica was maybe the best of any car I've ever bought...at Fair Oaks Chrysler in VA. Its about whether the business cares about their customers or not.
The issue is when you run a service oriented business, these situations are OPPORTUNITIES to solidify your reputation and your customer relationships. What would it have cost Criswell to fix this? Almost nothing. Instead, do you think this thread will cost Criswell at least one sale? I'm sure it will, it certainly cost them any future business from stop-eject. Making this repair would have solidified a relationship and made a raving fan. "I'm so sorry sir, we will get this taken care of for you". It wasn't like the whole side was sideswiped. Their position in all of this is just silly.
I sell real estate, client of mine closed on a house and had a leak in their bathroom sink the first weekend. I sent my plumber over and he fixed it, cost me $100. Was it my responsibility or my fault? No, but it was good customer service to do it.
Criswell Chrysler doesnt care about building relationships with their customers is the bottom line.
2017 Chrysler Pacifica Limited. Velvet Red with Black/Diesel Interior
Advanced Tech, uConnect Theatre, 20" Wheels
2017 Lexus LS460L. Liquid Platinum with Black/Shimamoku Interior