Dealership was below average in customer service which affected other aspects of my experience. Arrival at the service center (8/5/2021) did not include, "Welcome to Eskridge Lexus my name is XXXX...how may I help you? Let me direct you to your service representative XXXXX. Thank you for choosing Eskridge Lexus. Let us know how we can make this a great experience for you?" It was, "Let me get your name and the mileage of the vehicle and by the way your service representative is XXXX, she is over there."
Meeting with the Representative did not include, "Welcome to Eskridge Lexus, my name is XXXX I will be coordinating the service on your lexus. We appreciate you choosing Eskridge Lexus and we will do our best to give you a great experience while our qualified mechanics service your lexus." I was met with, "Let me get a few things from your car, I need to see your drivers license and insurance for the loaner, here's what we have to be done today, please sign in these three places, let's do the walk around on the loaner, here are the keys, will notify you should we find a anything outside the requested service."
The service representative also notified me they were busy and it might take a few days to accomplish the requested service. Before departing I notified the service representative I had new tires installed, new brake rotors and pads on all four wheels and new shocks and struts installed recently.
Received a text (8-6-2021) from the service representative notifying me I could communicate with her via texting. I also received an online estimate (8-6-2021) for $6,000 which included new tires, new brake rotors and pads, new shocks and struts. The service representative texted me (8-7-2021) and said they had ordered a part that would be in Monday (8-9-2021) and I could pick up the vehicle at that time. I texted the service representative (8-6-2021) and inquired if these recommendations were based on actually diagnosing the problems or just recommendations to have me spend $6,000. After all I was paying $160 per diagnosis, but received no reply. I picked up my lexus on Tuesday (8-10-2021).
As a customer I expect a Lexus Dealership or Service Repair Shop to operate with a high level of customer service and integrity. Lexus customers invest in Lexus when purchasing and maintaining a Lexus vehicle so I would think Lexus would invest in their customers as well. This didn't seem to be the case at Eskridge Lexus.
I had transmission work done on my lexus at Crown Lexus in California which cost $2,000. It's not about the money but the experience when investing in the purchase of a Lexus vehicle. After the purchase the investment continues with maintenance and upkeep.
I was expecting, "We diagnosed the brakes and the ride comfort and determined that the vibration in the brakes could be caused by the wheel bearings, warped rotors or faulty calipers. We checked each and found the...
We diagnosed the suspension and determined it could be caused by the ball joints, control arms or shocks and struts. We looked at all abd determined that the .... Based on the estimate no other diagnosis was done just simply buy Lexus parts.
I would not recommend Eskridge Lexus to other Lexus owners as my experience was subpar for a Lexus Dealership and Lexus Service Shop.