Lexus Of Orland - Service Center

Refusal to do warranty work For the last 5-10k miles I've been trying to track down a somewhat illusive rattle coming from the dash/left A-pillar area of my LS460L. Although two For the last 5-10k miles I've been trying to track down a somewhat illusive rattle coming from the dash/left A-pillar area of my LS460L. Although two dealers have looked at this issue and have done certain things to take care of the problem, shortly after the service visit the rattle reappears. I usually hear this rattle when I am on the way to work (by Orland) or on the way home when the dealers by my house are closed and I am several hundred miles away from passing the factory warranty mark. Fast forward to today, driving into work I hear that annoying sound. Perfect! Lexus of Orland is just a few miles away and they are open. Not only are they open when I actually have the time to drop the car off, the rattle is happening right now and I can have them document this issue before I hit 50k. So I quickly get on the phone just so that I don't arrive unannounced and try to let them know that I'd like to come by, and even if they have no loaners, at least have them see the issue so that I can drop the car off sometime next week when the rattle might not be so prevalent. After trying to explain my issue to the receptionist, she gets the service manager who proceeds to tell me that he is practically unwilling to work on issues like rattles in the last 5k miles of the warranty. Huh? His position was that people try to get issues fixed late in the warranty period and that basically amounts to reconditioning the car. My response to that was very simple. A warranty extends to 50k miles and therefore if there is a warrantalbe issue occurring at 49,999 it should be covered. I then proceeded to explain that I have been trying to track this problem down for some time, and the issue is that I can't replicate it on demand. It just so happens that I am hearing it now and I am about to hit 50k miles, and therefore I would like a qualified dealer that is close to me and that it open right now to look at the issue and document it. Thinking that I have just explained that I am not trying to "recondition" my car, I was blown away when he said "well in that case I definitely am not going to work on this car." As he put it, he didn't want to be the third wheel in this whole situation. You are a qualified dealer that should be able to do warranty work, period. It's your job! The fact that a previous dealer wasn't able to fully track down an issue shouldn't prevent you from doing any work. At this point I basically told him that he is refusing to do work that he is required to, and that I will be voicing my concerns to Lexus Corporate. More

GREAT SERVICE !!!! Lexus of Orland Park, IL is the best dealership to buy a vehicle. I purchased my used Rx350 2 years ago from Chris Merx and still love it! From the Lexus of Orland Park, IL is the best dealership to buy a vehicle. I purchased my used Rx350 2 years ago from Chris Merx and still love it! From the time I walked in the door to buy my car and still now I have the best experience even if it's just to get a Car Wash, Diet Coke and a Cookie. WOW!! How nice is that !!!!! I am always treated with respect and kindness!!! I was there for Warranty Service and John Smidt the Service Manager was AMAZING, he is truly an asset to Lexus!!!! John took the time to listen, made me feel important and kept me informed on my car. John Smidt gets a "10" . When it's time for a new car, Lexus of Orland is the place I will go! Thank you, Debbie Sanders More

Very Unhappy Lexus Owner Because Of Their Service & Gen Mgr If you’re going to shop at Lexus of Orland and/or depend on their service department, please read and consider my experiences before servicing a vehic If you’re going to shop at Lexus of Orland and/or depend on their service department, please read and consider my experiences before servicing a vehicle at this dealership. At my “complementary” 10,000 mile service appointment, the service advisor wanted to bill me stating it was done a year ago at 4,000 miles. After the service, I was in possession of the vehicle until I got home and discovered about $800 of damage to the left front fender. After contacting the service manager, he said he reviewed the video from the time my car came in and couldn’t see where it was damaged at the dealership. I ask, since he reviewed the video, show me the existing damage on my car when it arrived for service? After this, he refused to return my phone calls so I escalated the complaint to the general manager. The general manager told me the reason the service manager didn’t return my calls is that I used “vulgarities” which is a absolute fabrication better known as a “xxxx-and-bull-story” that one might expect from a swindling used car manager. Do you really want to do business with a dealer who tries such deceptions, defaming you in such a matter, then attempting to possibly conceal damage to a $60,000 vehicle? I think not. Unless you want to risk a roll of the dice at “Lexus of Orland“ my advice is to save yourself any future grief and/or aggravation by purchasing and/or service your Lexus elsewhere………. More

Service review I had a great experience. They were able to take me right away without an appointment and helped me understand the needs of my vehicle. I appreciate I had a great experience. They were able to take me right away without an appointment and helped me understand the needs of my vehicle. I appreciate the manner in which the service person, Mr. Cesario displayed. Thank you for all the information given and your fine hospitality. I will see you on my next visit. again thank you and keep up the good work. More

Nick is Cool! Service from Nick was great. Joseph is cool also. Easily the best 2 service guys you all have. Customer service is a easy sometimes, at other times it Service from Nick was great. Joseph is cool also. Easily the best 2 service guys you all have. Customer service is a easy sometimes, at other times it is not...but great customer service employees learn to adjust their attitude and approach based on the customer. That being said, I hope that I only have to ever deal with Nick, or maybe Joe. The other guys are not so welcoming. Sammie in sales is great too! More

They go the extra mile to ensure a great service experience. Friday 12/5/14, I made an unplanned late evening service call to the gentleman of Lexus of Orland with my 2008 Lexus LS 460L. Joe and the Service Tech Friday 12/5/14, I made an unplanned late evening service call to the gentleman of Lexus of Orland with my 2008 Lexus LS 460L. Joe and the Service Tech went above and beyond what they had to do for me, given that I did not have an appointment and I showed up 15 minutes before closing. They recognized that I had a dangerous emergency situation and they took care of my problem. I appreciate great service, and I especially appreciate people who will go the extra mile to give you a great service experience. More

Lexus es350 Got the car i wanted at the price i wanted everything worked out excellent. Was taken care of very well. Will recommend in the future Got the car i wanted at the price i wanted everything worked out excellent. Was taken care of very well. Will recommend in the future More

Always a great experience with the service team! I had to get a part replaced (covered under warranty). Sean in the service department told me to bring in the following morning (since I work during t I had to get a part replaced (covered under warranty). Sean in the service department told me to bring in the following morning (since I work during the week). I got the dealership around 7:28am and as soon as I pulled in, Sean recognized me, was ready for me, and had me taken care of right away. This is when I spoke with Ray Galassi, who had me in the first loaner car and on my way to work in only a few moments. Both gentlemen were extremely pleasant to work with, professional, and courteous. Each time I come to this dealership, I always have a great experience. Although I wasn't able to get a review in the last time I went, I would also like to give a shout out to Rob Jordan in service who also was just as professional, helpful, and courteous. I would highly recommend Lexus of Orland and Lexus of Merrillville (same owners) to anyone looking to purchase or service their vehicle! More

Mike Sabatino displayed excellence in service and genuine concern for us. Upon having some rust removed from our 2011 Lexus 350RX, I noticed some dark marks and mi displayed excellence in service and genuine concern for us. Upon having some rust removed from our 2011 Lexus 350RX, I noticed some dark marks and minor scratches. I called Mike and he said c one back to the dealership and he'll take care of it. He did! He personally drove the car to the parts department, came back with some rubbing compound and PERSONALLY RUBBED OUT ALL OF THE BLEMISHES!! Now that's CUSTOMER SERVICE! I'd like someone from Lexus Corporate Headquarters to personally and officially acknowledge Mr. Sabatino's outstanding service and care to his customers and send to me confirmation of that acknowledgement. We as customers are asked for our input but rarely, if ever, are informed as to its impact as it affects your employee base at Lexus. Mr. Sabatino is a gem and should be rewarded as such. Thank you. Randy and Sharon Madderom 470 Vanderwalker Lane Homewood, Illinois 60430-4409 More

The Best Customer Service from Mike Sabatino By far the best experience I've received when purchasing my new Lexus. Mike was patience, kind and genuine. He went above and beyond to make sure I wa By far the best experience I've received when purchasing my new Lexus. Mike was patience, kind and genuine. He went above and beyond to make sure I was comfortable and showed me all the bells and whistles on my new Lexus. Go see Mike in Orland if you want the true experience of customer service without all the extra sell tactics. More