Lexus of Towson - Service Center

Excellent Service From a Professional Service Rep Karwin Turner listened to my problem, as I saw it with past experiences, where there were similar symptom of malfunction.. He related to what I had Karwin Turner listened to my problem, as I saw it with past experiences, where there were similar symptom of malfunction.. He related to what I had to say. Said that he would get the vehicle to the shop and get back to me as soon as he had their report. In the meantime he set up a loaner as it looked as if my problem might take several days to correct. He texted the next morning and said that the car would be ready for pick up by Thursday afternoon, maybe sooner. He would let me know. As it turned out he said that I could pick it up earlier which was great news. The repair was not as extensive as it first appeared. Karwin was professional, polite, shared the results of the report from the technicians and made me feel that I was a special client. When I left I felt confident that everything was in order and it was. He is an excellent detail oriented staff member who represents Lexus of Towson with distinction. More

Cari Aguilar Great Service Rep On a snowy day the service department was quite busy and my service rep was handling another customer. Cari Aguilar stepped in and got my car in the s On a snowy day the service department was quite busy and my service rep was handling another customer. Cari Aguilar stepped in and got my car in the system and serviced. She went above and beyond and all with a great attitude! More

LIARS AT LEXUS If I could give negative stars, I would. Lexus lied to me and dismissed my complaint. I took my car in for a state inspection and Lexus told me If I could give negative stars, I would. Lexus lied to me and dismissed my complaint. I took my car in for a state inspection and Lexus told me it needed $4,900 is repairs. Hearing this news made me very upset. I voiced my concerns and they promised me $2,900 in goodwill credits, $2,400 from corporate and $500 from the service department. I have each statement in writing - an email from corporate and a note from the local Service Director, Jason. Upon hearing that I had an independent service contract, Caritza (Cari), the service representative, said that Lexus was rescinding all of the goodwill per its corporate policy. I asked for a copy of the Goodwill Policy since it was never discussed prior to this nor was it in any of the documentation that I received from Lexus. Cari contacted Wayne, Corporate Operations Director, Len Stoler Automotive, and he sent her an email stating the Goodwill Recision Policy, which was just three bullet points in an email, which she forwarded to me. I requested a written copy of the Goodwill Policy from Wayne in order to read, for myself, the points he stated in his email. He replied via email with the following: "It is an internal policy that I created for the company 15 years ago. I have no desire to release internal documents." 12/26/17, 2:19 PM. So, my understanding is that Lexus has a policy by which it wants customers to abide and Lexus will not provide a written copy of that policy. Sounds more like Badwill. In addition, Lexus would not release my car until I paid the bill. I asked to speak Jason concerning the charges but he was conveniently out of the building. I expected so much more from a luxury car brand. SHAME ON YOU LEXUS OF TOWSON. More

Go here I own two RX 350’s I live in Annapolis and drive all the way to Towson for better service, better prices and nicer people. I own two RX 350’s I live in Annapolis and drive all the way to Towson for better service, better prices and nicer people. More

poor service and ridiculous price As a loyal customer since 1999, I feel this dealer is no longer good as "Lexus standard"! Specially their service is dramatically decline. First the As a loyal customer since 1999, I feel this dealer is no longer good as "Lexus standard"! Specially their service is dramatically decline. First the service lady is not very friendly, she made a mistakes to picked wrong car! (even I told her about my car's color, she may be a color blind) I have to wait her to figure out and re-do the paper work, she never apologize for it. The way she trade customer from beginning to end is really not a professional and make me feel so uncomfortable. The oil change take long time - 2 and half hours (even pre-scheduled). This time, they ask me to replace "oil pan gasket seals" for $746.97, when I searched online, the Lexus part price is $45-$90, so their labor will be $700 to $650! how long it takes? probably less than a hour. Same as other part they want to replace, the part is $80-$120, their cost is $666, I guess their technician may be a top level "Lexus Lawyer"! More

Horrible customer service I picked my vehicle up from being serviced. My paperwork stated the mileage out was 80,162. Upon entering my vehicle my gas light was on and t I picked my vehicle up from being serviced. My paperwork stated the mileage out was 80,162. Upon entering my vehicle my gas light was on and the odometer read 80, 185. When I questioned the service advisor about this I was told they had to do an extended road test. When asked why the mileage was not documented correctly on my paperwork..... no one could answer the question. Extremely poor service especially for a "luxury" dealership. I get treated better at the Toyota dealership when I take my beater Corolla in for service! More

Service department unprofessional Assistant service manager Mr. Johnson accidentally copied me on an email where he called me a "xxxxx" to his manager. Most unprofessional company I h Assistant service manager Mr. Johnson accidentally copied me on an email where he called me a "xxxxx" to his manager. Most unprofessional company I have ever done business with. More

Worst customer service ever Loaner car got a slight damage over the rear quarter panel. They pretty told me I had to pay my deductible up front. Will never use them ever. Wasn't Loaner car got a slight damage over the rear quarter panel. They pretty told me I had to pay my deductible up front. Will never use them ever. Wasn't even my fault the car was parked in an underground garage. Lost a customer for life. More

Bad Service Department I had a local tire company install new tires and wheels on my 2015 ES350. I went to Lexus of Towson to have my TPMS sensor reprogrammed to extinguish I had a local tire company install new tires and wheels on my 2015 ES350. I went to Lexus of Towson to have my TPMS sensor reprogrammed to extinguish the tire pressure warning indicator. The service rep told me they couldn't do it because they were not Lexus TPMS sensors. After spending $280 for the new sensor in the install I was not happy and called my tire installer. He said that was completely untrue and that I should try another dealer. So I took it to Bill Kidd's Toyota and they reprogrammed the sensors without issue. I'm not sure I'll return to Lexus of Towson, I've dealt with a lot of dealerships but have never had one flagrantly lie to me like that. More

Service honored a brake negotiation I have been impressed with the Service Department of Lexus of Towson after a few visits. Most recently, they honored a negotiation that I made at the I have been impressed with the Service Department of Lexus of Towson after a few visits. Most recently, they honored a negotiation that I made at the time of purchase that covered the brakes for a specified period of time. My service advisor (Vince Geppi) notified me of the brake issue, verified the agreement, and the Service Department performed the arranged brake service at no cost to me. Vince was very helpful and this was a sign of commitment to the customer that I greatly appreciated. More