I sent my 20 year-old daughter to Hoffman Lexus in East
Hartford for the standard 30,000-mile service recommended by Lexus. Instead, the advisor Matthew Saliman and the Service manager Monica Pelletier add
Hartford for the standard 30,000-mile service recommended by Lexus. Instead, the advisor Matthew Saliman and the Service manager Monica Pelletier added unnecessary additional services that were not required in the 30k Lexus maintenance service, increasing the bill by over $500.
The total bill was $1,283 for a service that was supposed to be 6 or 7 hundred. Tire rotation was included but they didn’t do it because they said the tires needed to be replaced but the car is only 30,000k miles driven by my wife not for racing so they wanted another $1400 for unnecessary new tires and to make it even worse they didn’t even spray a little bit of water on ii to clean the dust! incredible for a Lexus dealer.
My daughter doesn’t have much knowledge about cars and trusted the dealership to be honest. Unfortunately, it feels like that trust was taken advantage of instead of the services being clearly explained or limited to what was actually required.
This is not the level of transparency or integrity I expect from a Lexus dealership. Because of this experience, I do not recommend Hoffman Lexus, especially for young or inexperienced customers.
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by Faceve08
Service Price Transparency
Feb 02, 2026 -
Hoffman Lexus responded
Thank you for sharing your review several times under different names. We would like to clarify the situation.
During your daughter’s visit, our Service Consultant reviewed recommended maintenance options based on the vehicle’s mileage, condition, and climate. These were presented as options only. Before any additional work was completed, your daughter contacted a family member to discuss the recommendations, and the decision to proceed was made by your daughter after that conversation. At no time was pressure applied to have any repairs performed.
Regarding the tire rotation, once tires are found to be outside Lexus specifications, a rotation is no longer recommended. Tire replacement was presented solely as an option based on the inspection results.
Due to freezing temperatures, exterior vehicle washes are temporarily suspended to prevent potential damage, which is why the vehicle was not washed during this visit.
We take pride in operating with transparency and integrity and treating every guest with respect. We have discussed this matter with you at length and do not want to lose your business. We do not make assumptions about who is or is not able to make service decisions, and we remain here to support you whenever you need us.
Hoffman Lexus Management
Jan 31, 2026 -
Faceve08 responded
I sent my 20 year-old daughter to Hoffman Lexus in East Hartford for the standard 30,000-mile service recommended by Lexus. Instead, the advisor Matthew Saliman and the Service manager Monica Pelletier added unnecessary additional services that were not required in the 30k Lexus maintenance service, increasing the bill by over $500.
The total bill was $1,283 for a service that was supposed to be 6 or 7 hundred. Tire rotation was included but they didn’t do it because they said the tires needed to be replaced but the car is only 30,000k miles driven by my wife not for racing so they wanted another $1400 for unnecessary new tires and to make it even worse they didn’t even spray a little bit of water on ii to clean the dust! incredible for a Lexus dealer.
My daughter doesn’t have much knowledge about cars and trusted the dealership to be honest. Unfortunately, it feels like that trust was taken advantage of instead of the services being clearly explained or limited to what was actually required.
This is not the level of transparency or integrity I expect from a Lexus dealership. Because of this experience, I do not recommend Hoffman Lexus, especially for young or inexperienced customers.
Very rude she lied about service just to make a little
commission adding unnecessary work to a new vehicle that had no problems
commission adding unnecessary work to a new vehicle that had no problems
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by Faceve08
Service Price Transparency
Feb 02, 2026 -
Hoffman Lexus responded
Thank you for sharing your review several times under different names. We would like to clarify the situation.
During your daughter’s visit, our Service Consultant reviewed recommended maintenance options based on the vehicle’s mileage, condition, and climate. These were presented as options only. Before any additional work was completed, your daughter contacted a family member to discuss the recommendations, and the decision to proceed was made by your daughter after that conversation. At no time was pressure applied to have any repairs performed.
Regarding the tire rotation, once tires are found to be outside Lexus specifications, a rotation is no longer recommended. Tire replacement was presented solely as an option based on the inspection results.
Due to freezing temperatures, exterior vehicle washes are temporarily suspended to prevent potential damage, which is why the vehicle was not washed during this visit.
We take pride in operating with transparency and integrity and treating every guest with respect. We have discussed this matter with you at length and do not want to lose your business. We do not make assumptions about who is or is not able to make service decisions, and we remain here to support you whenever you need us.
Hoffman Lexus Management
Feb 06, 2026 -
Faceve08 responded
You did not gave my daughter a choice to choose between the Lexus 30k maintenance and the dealership 30k maintenance
You only told her what the dealer unnecessarily extra services were and made her think that if she didn’t do them her car would break! Why not just tell her that the Lexus recommendations for the 30k miles are all you need and that these extra services are optional and not necessary at this time but can help in the future.
Don’t tell me you explained it to her because you didn’t obviously that’s how dealers make their money taking advantage of young women and older people
The service was excellent as always.
They are very professional and done correctly the first time.
They are very professional and done correctly the first time.
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by Jan-lou
Service Price Transparency
Jan 13, 2026 -
Hoffman Lexus responded
All of us at Hoffman Lexus are happy to see this wonderful feedback! Thank you, Jan-lou!
Matt was very courteous.
Took the time to explain the results of the service. He did everything in a very efficient effective manner.
Took the time to explain the results of the service. He did everything in a very efficient effective manner.
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by 22jmg
Service Price Transparency
Aug 14, 2025 -
Hoffman Lexus responded
We're so glad you had a great experience with Matt at Hoffman Lexus! It's wonderful to hear he was courteous, efficient, and thorough. We look forward to your next visit!
Matt did a great job helping me with my service and I
appreciate all his help!
appreciate all his help!
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by louisorsini01
Service Price Transparency
Jul 14, 2025 -
Hoffman Lexus responded
We couldn't ask for a better review of Hoffman Lexus. Thanks so much for sharing your kind words for Matt.
Fast and comfortable environment.
Well informed and friendly service received from service advisor and the dealer.
Well informed and friendly service received from service advisor and the dealer.
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by Gps
Service Price Transparency
Jan 09, 2025 -
Hoffman Lexus responded
We're delighted to hear that you had a fast and comfortable experience with our team at Hoffman Lexus. Thank you for the kind words, and we look forward to serving you again!
Hoffmann has consistently provided excellent service
during my ownership of two RX vehicles, a 350 and a 400h. Matt, Monica, and the rest of the service staff are always attentive to our needs.
during my ownership of two RX vehicles, a 350 and a 400h. Matt, Monica, and the rest of the service staff are always attentive to our needs.
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by RCHUS
Service Price Transparency
Dec 03, 2024 -
Hoffman Lexus responded
Thank you for sharing your experience with us! We're delighted to hear that Matt, Monica, and the Hoffman Lexus team have consistently provided excellent service. We appreciate your loyalty and look forward to continuing to serve you in the future!
Excellent customer service.
The service manager was great. Explained everything my car needed and recommended some services for the future.
The service manager was great. Explained everything my car needed and recommended some services for the future.
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by Gina
Service Price Transparency
Aug 05, 2024 -
Hoffman Lexus responded
Gina, we're delighted to hear you had a great experience with our service manager at Hoffman Lexus. Thanks for sharing your feedback!
Hoffman lexus is very nice dealer to get your lexus
service the people there are very understanding and polite and full of experience.
service the people there are very understanding and polite and full of experience.
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by Anthonywynter590@gmail.com
Service Price Transparency
Jun 10, 2024 -
Hoffman Lexus responded
Thank you for the kind words! We're glad to hear that our team at Hoffman Lexus provided a polite and experienced service. We appreciate your support!
Great service.
Easy to book car. Car was washed vacuumed. Matt was excellent
With his customer service.
Easy to book car. Car was washed vacuumed. Matt was excellent
With his customer service.
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by Mart291
Service Price Transparency
May 20, 2024 -
Hoffman Lexus responded
We're glad to know you had a great experience with Matt and our team at Hoffman Lexus! It's wonderful that your car was well taken care of. Thanks for the review!
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