Lexus of Ann Arbor

We had several problems getting the registration paperwork resolved that we paid the dealer to handle. The car had gum stuck into the bottom of the drivers door storage area, and when we peeled of paperwork resolved that we paid the dealer to handle. The car had gum stuck into the bottom of the drivers door storage area, and when we peeled off the sale sticker, it tore the window tinting. Not a very good experience overall. More

The Financial Department lied to me three times.Very bad The Financial Department lied to me three times. Very bad respect for Lexus. Mark and Jasson. We surely not recommend the Lexus of Ann Arbor The Financial Department lied to me three times. Very bad respect for Lexus. Mark and Jasson. We surely not recommend the Lexus of Ann Arbor More

Go somewhere else for a used car and stay away from Service I bought a used vehicle there and highly recommend staying away from them for used vehicles, and definitely stay away from the service department. Th I bought a used vehicle there and highly recommend staying away from them for used vehicles, and definitely stay away from the service department. They had done some work on the transmission prior to selling it to me, and did a poor job. The warranty refused to pay for it to be fixed because the problem was pre-existing - caused by Lexus of Ann Arbor! . Now I'm out $3000 and they have refused to help. These folks might be fine on a brand new lexus, but they just don't know what they're doing with other cars. More

Nice, pleasant and smooth. Purchased a 2017 RX350 in May during the pandemic, so it was a bit strange having to deal with the new protocol. Hernando was very helpful and made ou Purchased a 2017 RX350 in May during the pandemic, so it was a bit strange having to deal with the new protocol. Hernando was very helpful and made our buying experience quite pleasant. Would recommend this dealership as they were good to work with. I believe we paid a fair price for the vehicle. More

MOST HONEST AND CHEAPEST in Michigan I had the best experience with Jeff (sales), Justin (finance), and Jay (manager?); given our world has changed with Covid, they both had me comfortabl I had the best experience with Jeff (sales), Justin (finance), and Jay (manager?); given our world has changed with Covid, they both had me comfortable throughout the entire process. I was able to handle the entire sales process over phone/text messages, I was able to receive paperwork ahead of time to verify everything, and I was able to sign on site and get out of the dealership within 20 minutes. Pricing they gave initially, is the pricing they honored AND was over $100 less than area dealerships (Southfield, Utica, Grand Rapids). They're honest, and straight forward. I highly recommend this family run dealership. More

I would give 0 star if I could. We returned our leased I would give 0 star if I could. We returned our leased car about 2 weeks ago, and a couple days later after we returned the car, I realized that I l I would give 0 star if I could. We returned our leased car about 2 weeks ago, and a couple days later after we returned the car, I realized that I left my and my son’s favorite sunglasses in the car. We emailed them and they said they would check into it but we never heard anything back. We emailed them again and even called them, no responses either, all the phone calls were directed to voice mail. We were extremely disappointed and my son felt very sad. Is it so difficult to just get our belongings back? Our family supports local business and we really like Lexus. We were planning about purchasing a new Lexus from them when the coronavirus pandemic is over, but I think they will lose the business from us. DISAPPOINTED！！！There is a management problem. Since there are employees in such a large store who will take the guest's sunglasses, and there is no reply, apologize. More

Be Careful of What to Expect From This Dealership Have been buying Lexus's since 2002 and recently bought a Lexus ES350 from Lexus of Ann Arbor. Always had my car serviced by this dealership, includi Have been buying Lexus's since 2002 and recently bought a Lexus ES350 from Lexus of Ann Arbor. Always had my car serviced by this dealership, including oil changes, tire rotations, alignment, etc. At 30,000 miles, the dealership recommended I change the tires, which cost me over $1,000. They completed an alignment on my tires for $300. When I drove off the lot, I called them immediately to advise that my car's alignment is off and needed to be rechecked. After bringing it back for a recheck, they advised nothing is wrong with the alignment. At 50,000 miles (after driving only 20,000 miles on them), my tires lost their tread and the dealership advised to purchase another set of new tires. I told them to recheck the alignment, which they did and this time confirmed the alignment was completely off, which was the reason my tires wore out prematurely. I spoke to the General Manager, Sean, and he confirmed I did everything right in terms of servicing my vehicle on time, every time, but that he will not be responsible for their botched alignment job. He then advised I contact Bridgestone and complain to them that the tires wore out prematurely, knowing full well that the alignment was the root cause. I refused. As a result, I'm going to have to purchase my second set of tires again. That's not the issue for me, another $1,000 hit for me as a result of Lexus of Ann Arbors negligence is the least of my concerns. What shocked me was Sean's response when I advised that I will never purchase another Lexus for me or my wife if they fail to stand behind their vehicles or service. He told me "he's sorry to hear me leave but he's not willing to help me any further". What??? Tens of Thousands of Customer Lifetime Value dollars lost as a result of what, a failure to stand behind your work. So I called Lexus Corporate and they were completely disappointed in Sean's decision since the evidence clearly shows they're at fault, but there's nothing they can do other than to file a complaint that will be reviewed by the GM of the dealership, which is Sean. Bad business decision and a caution to all prospective buyers of what to expect when doing business with Lexus of Ann Arbor. Mercedes and BMW, you now have a new customer... More

Don't believe everything you are told. We looked at a 2015 Mazda CX5 with 62,000 miles on it. The salesman told us it had a 25,000 mile guarantee. Based on that, we made the decision to pur We looked at a 2015 Mazda CX5 with 62,000 miles on it. The salesman told us it had a 25,000 mile guarantee. Based on that, we made the decision to purchase it without having an independent inspection and offered a very fair price that was immediately accepted. After arranging financing, getting proof of insurance, etc., my husband went to pick up the car. Upon signing, he was told it has a 25,000 maintenance agreement, not a guarantee. At that point, he probably should have stopped, but with sunk time costs and our need for a car quickly, he proceeded with the purchase. He was then handed one key. We discovered getting a second key will cost at least $200. A few days later, we went to attach the new license plate. After breaking the plastic screws and two trips to the parts store, we figured out the screw holes were crooked. Now, a week later, the doors have all started squeaking and we noticed the hood not closing quite right. So, I'm pretty certain the car has a bent frame. If we'd known up front there was no guarantee, we definitely would have had an inspection and the frame issues would have been identified. The sales manager's attitude is basically, too bad, you bought it. Legally, he's absolutely right. But really, one key? Bent frame? Not even an apology about giving us the wrong information to start with or not telling us ahead of time there was a missing key? And not willing to do anything about any of it. Caveat emptor, I know, but this was poor service. More

Took in for an oil change now have oil leak ! Took my 09 Lexus is250 for an airbag recall that they finally called back to have it repaired, took about 3 months to get this safety issue repaired! Took my 09 Lexus is250 for an airbag recall that they finally called back to have it repaired, took about 3 months to get this safety issue repaired! I’m not even complaining about that it’s my spare car anyway. I just haven’t driven it til it was repaired. When I took it in to get the recall fixed I had asked the service writer Cody Whithouse to do an oil change since it hasn’t been driven in 3-4 months. Now understand that my drive way is white in color with 0 oil spots on it and that’s where my is250 has been parked. Cody released my vehicle to my father-in-law as I told him it was ok to do. My father in law gets there and Brandon tells him that they tried to tighten my oil drain plug to stop it from leaking (which did not exist). Brandon told ME , the owner of the vehicle, anything about that. My is 250 made it back to my house and I saw oil leaking very slowly. The next morning I wake up to a huge oil puddle on my white driveway (1/4 of a quart) THATS A LOT OF OIL TO LEAK IN 1 DAY IN CASE YOU DO NOT KNOW ABOUT CARS. I then talked to Brandon Ponder (Service Director) to let him know about my concern with the new oil leak in my white driveway. He basically said he didn’t care and wasn’t going to do anything about it saying it was already leaking and actually hung up on me. I called back and asked to speak with the General Manger , Sean Kass and tried to act like the car been that way and was trying to belittle me over the phone and actually laughing at me. I think that they think that it’s just going to go away, but it isn’t. I will be filing BBB complaints and filing a lawsuit if BBB complaint(s) doesn’t work. More

About an Excellent and Exceptional Sales Person....!!! I have leased a car from Lexus of Ann Arbor in June of 2016 and the person I dealt with was Mr. Hernando. He was exceptionally helpful and cordial. Fr I have leased a car from Lexus of Ann Arbor in June of 2016 and the person I dealt with was Mr. Hernando. He was exceptionally helpful and cordial. From the day I took the car, till the day I returned, Hernando was always there for any of my questions and need. The thing that I would never forget is when I was desperate to find the wheel lock-nut of my car at 8:00pm one day (this is almost 34 months after taking the car), I just tried Hernando and there he was, at 8:00pm with a smile...!! I say this because he did Facetime to show where that item was in the car. Honestly, I don't know any one who does such a service for some one who was a customer of yours more than 3 years back.... I truly believe he always stretches beyond the limits to help out his customers. I can definitely say that Hernando is a vary valuable asset to any organization he works. More