This would be a five star review if it were based ...

This would be a five star review if it were based on the kindness of the people that work at Lexus of Austin. It would be a five star review if it were based on the 2012 GX 460 with 130,000 miles that we are driving.
We are first time Lexus owners and a one car family. We just bought this car from family that have taken good care of it and kept up the maintenance. We depend on our car for our family of six, for the everyday and for the road trip across the country.
The reason for the three star review of the Lexus of Austin Service Department is for the lack of Quality Control. Here are the three areas that failed:
1. Estimating
2. Timeline
3. Completeness
We received a form with service recommendations for our new to us used car. There were four items on that list, one included cooling system leak that was priced at approximately $152. Once I committed to having the repair, I was told sorry, that didn't include the labor, which will take 8.5 hours. The three other items included the labor? Fine, clerical mistake that nobody picked up on. The coolant system leak ended up costing 10x more. The other items came in under the estimated price.
I dropped the car off on a Thursday morning, given a loaner, and told the car would be ready likely on Friday. Called on Friday to learn that it was going to have to be kept over the weekend. The sedan (Toyota Camry) was provided would not fit my family for the weekend, so I had to return it to get a SUV to fit all the car seats for the weekend adventures. Expecting to get my car back late Monday, I was told that it would have to be kept until Tuesday. The reason Lexus had to keep it another day was they had to order a part for the repair of the coolant system. Why didn't they order the part on Thursday when they started?
In the course of getting this service done, I realized the time they were taking to do this maintenance was taking away from my time to get the car registered and title transferred. So, in the name of expediency, I asked my service adviser to add in a state inspection. Long story short, they forgot to do the state inspection!
This was a systems failure, not a failure of the car or mistakes by the people that work for the department. I have shared this complaint (or critic) with the people at Lexus of Austin that we worked with us. I even let the GM know about it and did hear back from his assistant. This person apologized and offered a discount on the next service. It was nice gesture, but the critic still stands, it is a systems problem. The Lexus Service Department will survive, they will throw more resources at it and we will pay for it. A little more assurance could be provided with a better system of quality control.
Others have told me that since my complaint or providing posting this review will mean that I am certainly red flagged. That's okay... we probably could never really afford a Lexus in the future.