Lexus of Maplewood

I brought our Lexus to the Lexus Maplewood dealership for a scheduled service appointment in January 2026. I received the automated text reminder the day before the appointment. When I arrived and checked in a scheduled service appointment in January 2026. I received the automated text reminder the day before the appointment. When I arrived and checked in, I asked the Service Agent assisting me to also look at a broken driver-side mirror. I waited at the dealership while the service was being performed. I received the usual notification that a multi-point inspection had been completed, along with a video link. I then followed up via text and I asked question about the mirror replacement, which is not cheap. We had purchased the vehicle from the same dealership just over a year earlier and were also sold Assurant Vehicle Care, which covers parts replacement. I replied to the text to ask whether the Assurant coverage would apply to the mirror repair. The Service Agent responded back and forth via text in a manner that I felt was below an acceptable standard. She repeatedly stated that I was responsible for my own insurance and that she had no way to contact my insurance provider. This was disappointing, as I had a very different experience with BMW in the past, where the dealership contacted the insurance they sold me and handled the matter directly. Eventually, the Service Agent came to where I was sitting and acknowledged that she may have been rude in her text messages. I accepted and let it go. I asked if I could obtain my Assurant insurance information from the vehicle so I could contact them myself. That request went unanswered. Instead, I was given an ultimatum to either proceed with the service or return at another time. I authorized the repairs and was given a loaner vehicle. After a few days, I was notified that the vehicle was ready. When I returned to the dealership, I dropped off the loaner and went to the Service Agents’ office. I sat in front of the same Service Agent I had been dealing with from the start, and whom I have communicated with on my way to picking up the vehicle, but she ignored me and appeared “busy” on her computer. Another Service Agent walked into the office and noticed me. He politely asked if I had been helped. He then directed me to someone else who assisted with inspecting the loaner and returning my vehicle. When I got into my vehicle, I noticed the dashboard still displayed a “maintenance required” message. While the mirror had been replaced, the original reason for my visit - the scheduled maintenance - had been neglected. I brought this to the attention of the gentleman who checked me out, and he assured me he would escalate the issue to the manager and have the maintenance message cleared. However, after driving just a few miles, the message reappeared. I was very disappointed. No one from Lexus Maplewood Service contacted me or asked for feedback. Then, several weeks later, we received alerts stating that the vehicle was due for its routine 35,000-mile maintenance! I expected a much higher level of service and professionalism from Lexus Maplewood. More

I was interested in purchasing a 2023 Lexus RX 500h F Sport. First visit was Saturday but the vehicle I came to see was not available. I was offered a similar vehicle for a test drive that was covered in Sport. First visit was Saturday but the vehicle I came to see was not available. I was offered a similar vehicle for a test drive that was covered in snow and not prepared at all. It was driven up to the doors and I was told not to shut it off as the keys were not left in the car. Test drove it for about 10 minutes as it was very difficult to see out the snow cover frosted windows. But I enjoyed the car and asked what I would be offered for my trade in. Silvio and I agreed on a number and we scheduled for Monday to arrange the sale. Between Saturday and Monday, I independently discovered that the vehicle had a reported accidenton Carfax that was never disclosed to me. When I confronted the dealership, the response was dismissive. I was told it was "only cosmetic" and irrelevant because the vehicle was certified. That explanation did not sit right with me, so I provided a direct comparison: a 2024 Lexus RX500h with fewer miles, a clean Carfax, and a significantly lower price of $49,999. When I offered $48,000 on that vehicle, the offer was immediately accepted by the other dealership. I communicated this to Lexus of Maplewood. Rather than acknowledging the validity of my concern, I was pressured into staying with their vehicle based solely on repeated claims about the superior certification process, inspections, and warranty coverage. That promise became the sole reason I continued with this purchase, but later that day I was told that the vehicle will not be available on Monday as it will need to be updated due to a recall. I said I already scheduled Monday with my wife and only day that works for me. They said don’t worry come sign Monday and we will deliver the car to your door. I said we will talk about it Monday. When my wife and I arrived on Monday, From the moment financing began, the numbers made no sense. The monthly payment was substantially higher than what had been discussed. After pushing for an explanation, I was finally told that XPEL paint protection film had been added without my knowledge or consent this added approximately $81 per month to my payment. I was told every car gets it so it’s just added on there it, I have not even seen the car yet, for all I know it already has XPEL on it and it’s being sold to me again. Then came the extended warranty. I was told a 10-year warranty is absolutely necessary but was casually described as "about $25 per month." Despite my growing concerns, I agreed when I was told I would get copies of every document I signed when we were done. When my wife and I signed everything we met Silvio and I expressed my concern over XPEL film that was not disclosed to me, he said he will look into getting me a discount for front end film for the trouble and also the minor on the carfax. No copies were provided and we left in a loaner. The RX would be ready in one to two days. The very next day, I was called by Josiah and told the vehicle was "ready," I asked what did Silvio say about the film but he had no knowledge of any such arrangements. After receiving the paperwork from a Jared, because Silvio and Frank were gone all week. I discovered gruesome added on undisclosed items. I believe every customer gets charged an undisclosed XPEL film fee and hidden $599 tint fee that is added to price of the car but is not disclosed. Another review states this is a common practice and his car had no tint but was charged $599 he knew nothing about. After being ignored by Silvio, I got a hold of Frank today and told him about the contract. He said it’s legally binding and can’t do anything about it. Legally binding telling me extended warranty was $25 a month but it’s $90. Car price is not $55k but $55.6, and yet today he never said car had tint when it was ready. Yet he says it’s finalized and signed and I’ve yet to see the car that’s got a dirty car fax. More

Doug Pfeffer at Lexus of Maplewood is a rock star! He’s professional, friendly, and always makes the service process easy and stress-free. Doug doesn't just "check the boxes" of good service - he buil He’s professional, friendly, and always makes the service process easy and stress-free. Doug doesn't just "check the boxes" of good service - he builds trust. He doesn't give excuses; he solves problems. Doug explains the work, offers helpful insights without pressure, proactively communicates updates, and ensures my vehicle is ready & meets my expectations. It’s rare these days to find someone who blends technical expertise with such genuine courtesy. When I drive away, I am confident about the quality of the work & also appreciated as a customer — that’s what keeps me/people coming back. Please extend my sincere thanks to Doug Pfeffer & team. Doug is a big part of why I/we (2 Lexus vehicles) keep coming back — truly top-notch service every visit! More

Very professional and very easy to deal with we strongly recommend doing business the dealership recommend doing business the dealership More

Disappointed that your car wash was broke, otherwise pleased with your excellent service, Work done in a timely manner as promised pleased with your excellent service, Work done in a timely manner as promised More

The people at Lexus of Maplewood worked very hard to get me exactly the car I wanted. Sam and Ashley were very responsive and outstanding to deal with. Everyone I dealt with at Maplewood was great. I woul me exactly the car I wanted. Sam and Ashley were very responsive and outstanding to deal with. Everyone I dealt with at Maplewood was great. I would not hesitate to recommend them. More

I have a 2025 Lexus NX350h that I purchased in Milwaukee, WI. I live in Chisago City, MN so I have my vehicle serviced at Lexus of Maplewood. I brought the car in for its first 5,000 mile maintenance check WI. I live in Chisago City, MN so I have my vehicle serviced at Lexus of Maplewood. I brought the car in for its first 5,000 mile maintenance check today. I went with my wife & we decided to wait at the dealership for the service to be completed. But because this was the first maintenance check, it was going to take an hour & a a half. Oil change, tire rotation, etc. They have a very nice & comfortable customer waiting area. As we were across the street from a Costco, I ask our Service Rep ( Mike ) if they provided shuttle service for waiting customers. He said sure and had someone drive us over to Costco. He would text me when the car was finished or I was to call him when we were done shopping. Whichever came first. We shopped for an hour or so & received a message the car was done & they could come pick us up. The plan was, they’d pick me up, I’d get our car from the dealership & go back & pickup my wife & cart of groceries. To my surprise ( as it was pouring rain outside ) they came with our car & a service vehicle. Mike & associate pulled up to the front door, jumped out & helped my wife ( with umbrella in hand ) into our car. They then helped me with getting our groceries into the back of our car. I thanked them profusely & headed out. I didn’t go to far & in discussing the event with my wife, we decided to go back to the dealership to Thank the guys again & to speak with a Manager about the Awesome customer service we just experienced. Mike brought us to Jeremy Mertes (General Manager) for the dealership. I explained what my wife and I had just experienced & thanked him & his staff for everything! I’ve been told “ Nothing Beats The Lexus Experience “ & it’so true! Thanks guys 👍🏻! Craig & Patti More

They made my first experience with a dealership easy and quick. Would recommend to visit. quick. Would recommend to visit. More

I had a fantastic experience with Lexus of Maplewood! My salesman Ray was very knowledgeable about the used Lexus I purchased. I’m very happy with my first Lexus!! My salesman Ray was very knowledgeable about the used Lexus I purchased. I’m very happy with my first Lexus!! More