Car was damaged during service - Kent
I'm taking my car there for several years. On one visit a few months ago after I left I noticed I had a dented rim. After you leave your pretty well done! Took my car in for service March 30th 2017 and there's a scratch in the bumper. They said it was already there which was BS. They have you sign a form but they keep all three copies. Didn't review it with me before I left. I guess there's a reason they keep all three copies and you get none! I just had my rear bumper painted because it had a scratch we looked up the front bumper at that time. I'm positive the scratch was not there. They promised to call me and discuss it after taking a picture. They didn't even have the courtesy to make that phone call. You would certainly think a Lexus dealer would have more integrity. I've owned 8 Lexus's. It's interesting how this got swept under the rug.
Service Department - Shawn Gallerger
Took my 07 Lexus gs430 in for service. Work with Phil the service department manager. Was very helpful and getting my car fixed on some recall work. He didn't even charge me for the diagnostic fee.. since I brought my car in late and it was going to be there overnight I asked if he had a loner and he said no they were out but he made a phone call to his manager and offered to give me a rental free of charge from Enterprise without hesitation. When I got there and dropped the car off they had a brand new RX 350 2017 model and offered it as a loaner.. I didn't even have to pay for the gas upon return as I was going to fill it up as a courtesy. This dealership bends over backwards for pre-existing Lexus owners and continues to strive with service excellence and customer service. Kudos to the service department and to the service call center that takes the initial call.