Lexus of Ann Arbor

Poor Service Department Bought a used 2004 ES330 (private sale) asked them to look it over - especially brakes. Did brake adjustment - told me I don't need brake pads or rot Bought a used 2004 ES330 (private sale) asked them to look it over - especially brakes. Did brake adjustment - told me I don't need brake pads or rotors turned or replaced. Grand Rapids Lexus 2 weeks later recommended new pads and rotors. Had to call multiple times to get dent and paint eval - finally told needs paint and body shop work - beyond capabilities of touchup paint and dent - after 5 followup phone calls by me. Missed over (55 psi) and under (19 psi) pressurized tires during their inspection. Missed inop windshield washer sprayer and malfunctioning rain sensor. Missed multiple engine cover clips missing and missing rear trunk lid cushion. Front hood misaligned due to mal-adjusted rubber bumper cushions. Battery dead when I went to pick it up. Charged $15 to replace wiper blades - put a wrong size 26 inch on drivers side instead of 24 inch - it tangled with the passenger side when activated and bent metal blade assembly. Replaced both myself in NAPA parking lot - took 2 mins. Replaced cabin and engine air filters - found disconnected vacuum hoses and only one of Two screws tightened on engine air filter intake assembly. Did PS, brake and coolant flushes - said needed it. Seems like obvious ignored to sell the easy, fast and profitable. Made me feel like my business didn't matter-just a second class citizen with an 11-year old Lexus. More

Always helpful! The service team is always professional and cooperative. They make it as easy as it can be to get your car worked on. The followed through as promis The service team is always professional and cooperative. They make it as easy as it can be to get your car worked on. The followed through as promised. More

Recall and 80,000 miles Excellent! Loaner available, competent and polite service, I continue to return for service and can count on the same consistency each time. Bravo! I Excellent! Loaner available, competent and polite service, I continue to return for service and can count on the same consistency each time. Bravo! I would consider a Lexus again. More

exceeded expectations Chuck took the time to help me with my new bluetooth and showed me some additional features. He also fixed my service record. The car was sparkling wh Chuck took the time to help me with my new bluetooth and showed me some additional features. He also fixed my service record. The car was sparkling when I retrieved it! More

Chuck Kelly was exceptional! Chuck took care of items that were previously supposed to have been done, then worked hard to take care of the additional items that I added. Very imp Chuck took care of items that were previously supposed to have been done, then worked hard to take care of the additional items that I added. Very impressed. More

Installation of body side moldings and 3M invisible bra I have been a Lexus leaser for 15 years and one of the reasons that I choose Lexus has been its excellent, efficient service. I had a disappointing e I have been a Lexus leaser for 15 years and one of the reasons that I choose Lexus has been its excellent, efficient service. I had a disappointing experience for this service, not due to poor service on the car, but due to poor communication. My phone number was written down incorrectly by the service agent, Roy, and/or the receptionist. In spite of evidence that they had the wrong number, no apparent effort was made to find the source of the error, which given my long history with Lexus and unchanged phone number, should not have been very difficult. My frustration with the situation was met with defensiveness rather than acknowledgement of the inconvenience and error. This was not the professionalism I have come to expect from the dealership at all levels. More

They were very nice,gave us a car to use while they repaired A recall on the airbag,and also the seat. We had to bring it back twice because they had to order the parts. They called, when the parts came in. A recall on the airbag,and also the seat. We had to bring it back twice because they had to order the parts. They called, when the parts came in. More

Getting a broken part replaced Appointment was 9:30 pickup. Got phone call at 10:10 running late. Gave the service center my pickup location several times, driver still went to the Appointment was 9:30 pickup. Got phone call at 10:10 running late. Gave the service center my pickup location several times, driver still went to the wrong address. Driver picked up car and I told him tire rotation needed according to display in car. Got a call at noon that car was done, asked about tire rotation, service department never got the message More

Returned to Lexus of Ann Arbor We previously had a horrendous experience with the service center at Lexus of Ann Arbor - incomplete repairs, oil leakage after oil change due to non- We previously had a horrendous experience with the service center at Lexus of Ann Arbor - incomplete repairs, oil leakage after oil change due to non-tightening of bolts, repairing headlights that would go out after several weeks due to wires that weren't plugged in correctly, and on and on. But things have changed - may I say dramatically - in the last 2 visits (spanning the last 4 months). Our service personnel is Chuck, and we cannot say enough of how professional, courteous, knowledgeable, and proactive he is in making us feel well taken care of, in making sure our vehicle was comprehensively and completely repaired or serviced, and was communicative about all that was done for our vehicle. Now that there is a new service manager and service personnel, namely Chuck, we will be returning to Lexus of Ann Arbor. More

Review of tire rotation and carwash by dealer. On Tuesday September 1 Lexus of Ann Arbor rotated my tires on my RX 350 and gave me a carwash. All work was completed within an hour and was complete On Tuesday September 1 Lexus of Ann Arbor rotated my tires on my RX 350 and gave me a carwash. All work was completed within an hour and was completed with exceptional care. I would definitely recommend this dealer for my next service. This is the second time I've completed this review as my former one did not contain the requisite 25 words minimum. Get real you guys. How much can you say about a tire rotation and carwash? I will inform my dealer of this episode and attempt to convince them to use other means to judge customer satisfaction. Perhaps you should re-examine your own instruments to assure you are obtaining real and useful results for your clients instead of satisfying your own statistical requirements. More