Lexus of Arlington

Have you ever wondered what it would be like if you walked into a car dealership and were treated like the person you are! Well today is your luck day! Walk in to Arlington Lexus and being greeted by t walked into a car dealership and were treated like the person you are! Well today is your luck day! Walk in to Arlington Lexus and being greeted by their General Manager, Paul Batchen and his staff and you’ll have that feeling. I did and it was a fun, laid back and non-pressure atmosphere that created a feeling of comfort. I’ve bought cars over the past 30 years from many dealerships around the Chicagoland area, yet they all pale in comparison to my experiences of Arlington Lexus and Paul Batchen’s staff. I am a father of four, and have brought all my children to Arlington Lexus on several occasions because they’ve been welcomed and made to feel right at home. My 8 year old twins get to watch television on the comfortable chairs and even said “dad why don’t we have these at our home!” They were able to have snacks/cookies, soda or water that was provided for them just steps away. They also got to work on their putting because of the putting green! That was a blast and said "this was like playing mini-golf!" In the mean time, my wife and I were being shown around the floor and were being handled not as buyers, but as guests. We thought about leaving our children with Paul because all he did was keep them entertained and laughing all morning. Our older boys spent their time playing on their lap tops at the work stations adjacent to the television area, but they’re 17-20 years old, and didn’t want much to do with us, until one of them they got dad’s old Lexus at the end of the day, as I purchased a new ES350. That’s when they started to pay a bit more attention! That experience was a breeze. We were taking care of by Mark Burdeen who took us for a test drive as he explained the features of the car. His laid back style and laughter made the ride both informational and fun! We laughed and he asked questions about our family and appeared to genuinely interested in hearing about us and sharing about his family as well. I know this was direct reflection of Paul Batchen and his leadership style, it’s the reason I keep coming back to Arlington Lexus. Finally, the deal was made and I sent my family off as I tied up the loose ends. I worked with Terry, the product specialist, who gave me a thorough run down of my new vehicle. His demeanor was one of ease and calm with a willingness to answer all questions. He was concerned that I fully grasped as much detail as possible before leaving me with the vehicle, It was a great experience. I was then turned over to sign the paper work with Curt, the financial person,He explained all Lexus options to me and made me feel as comfortable as I felt when I first walked thru the door. The process was fast and painless and I was excited to get in to my new car and crank Springsteen music, and drive it home! Oh yea, one last thing. Paul Batchen came back around and made sure that I was completely satisfied with my experience. I told him that I've never had the opportunity to meet Bob Rohrman, but when I do, I will let him know how lucky he is to have Paul as his General Manager!! I was not only completely satisfied, but I can’t wait to refer my family and friends to Arlington Lexus. I’m confident they too will be treated like family. I know what you’re thinking…what am I waiting for? You right! Go there and experience the feelings that are honest and real. Make sure you ask for my friend Paul Batchen, he’ll quickly become your friend too! More

I recently purchased a car from this dealership. I am on the younger side, and had to ask for someone to help me look at, and test drive vehicles. After I was working with a salesman for quite a while, and the younger side, and had to ask for someone to help me look at, and test drive vehicles. After I was working with a salesman for quite a while, and had selected a vehicle - the salesman was called away to work with someone else. We began the paperwork process, got almost to the end, and then were told that in that time, someone else purchased the car we were filling paperwork out for!! I was shocked, angry, and would have gone elsewhere - but the dealership had already run my credit, thus the score would drop. I settled for a different colored vehicle, and had to wait over 3 hours to finalize the paperwork. This was a terrible experience overall, and I won't be going back. More

Brought in my 1 YEAR OLD LEXUS because part of the front fender popped out and wanted it looked at as there was NO DAMAGE to the car to see if this was something covered under warranty. The Service Manager fender popped out and wanted it looked at as there was NO DAMAGE to the car to see if this was something covered under warranty. The Service Manager pulled my bumper HALF OFF my car to take pictures and told me the car had suffered a MAJOR IMPACT, yet there was no damage. Then proceeds to tell me they do not have the facilities to repair this and take it to a BODY SHOP and call my ISNURANCE. And tell them what?? ARLINGTON LEXUS pulled my bumper off??? He was going to give me my car back with the BUMPER HALF OFF! My car should be given back to me in the SAME condition I BROUGHT it in? Are you going to take out someone's Engine then say, oops cannot fix it and give them back a car with no engine?? So he had a cable tie put on to help it stay in place, WOW BLESS YOUR HEART ALRINGTON LEXUS. But what should I expect from a dealership that is so run down the women's bathroom did not work and I had to use the men's? Gross, I would rather use a Wal-Mart bathroom. Oh and did I mention they left a rental agreement in my car for another customer with their name and drivers license number on it? Thanks for respecting confidential information! More

Shady dealership. I simply try to get as much information about a very expensive used car purchase (over 28k), but they act as if that isn't enough money. I asked about defects regarding a used information about a very expensive used car purchase (over 28k), but they act as if that isn't enough money. I asked about defects regarding a used certified pre-owned car, and got a very condescending response, saying that defects will be found "under a microscope". Well "Internet Manager", how many people you know inspect cars under a microscope? Not too many. I simply wanted to know the defects so I can compare it to cars I'm looking at. I can ask for the defects and I should get a response via "the internet". After all, I would have been driving out of state to buy the car. Well, after that email, I just erased the car that's being sold at Arlington Lexus at Palatine and closed on the other deal by putting a deposit. Too bad for you, reviews mean everything, and the dealer I closed on has hundreds of real positive reviews on dealerrater.com that has a close to 5 average, and has received a "Elite of Lexus" award almost every year. Unlike your one time award in 2010, which was probably a mistake on lexus corporate. More

Paul Batchen, General Manager of this dealership, has proven himself to be extremely responsive to our needs, having purchased five vehicles from him within the last twelve years. His willingness to get proven himself to be extremely responsive to our needs, having purchased five vehicles from him within the last twelve years. His willingness to get involved in zone issues, solve service problems, and his fairness in dealing with us on our purchases are all reasons why we have returned time and again to his dealership. Arlington Lexus has become a comfortable place to stop by for a visit when in the neighborhood. The service advisors are welcoming and knowledgeable. Paul sets the tone for the rest of his staff when it comes to customer service. More

I've bought 4 cars from this dealership - all at great deals. But far beyond that it's the way I've been treated for service that keeps me coming back. They get tires at a discount for me, they loan me deals. But far beyond that it's the way I've been treated for service that keeps me coming back. They get tires at a discount for me, they loan me cars when they don't have to, and are always friendly. There are NUMEROUS instances where they have gone above and beyond for me just because they thought it was good customer service - and either gave me a good break on the price or just did it for nothing. Most telling for me is when something isn't right - what they do to make it right and make it up to me (I shouldn't say this in writing, but way more than anyone would expect). Yes, as a dealer service place they are somewhat expensive, but when you figure in the free loaner car, car cleaning service, how they stand behind their work, how they fight for me on warranty issues, and how so many people there go out of their way to walk over and greet me when they see me (OK, I do go a lot to maintain my cars, but not THAT often!!) to let me know they appreciate my business, and how when I have an immediate problem they ALWAYS tell me just come on in now without an appointment and we will fit you in and take care of it - I'd say I get my money's worth. It's that recognition as a good customer that means so much to me - and the fact that they are willing to show me how valued I am as a customer. It's why I keep going back as they are NOT the closest Lexus dealership to my work, nor the closest dealership to my home - but they are the one that I'm loyal to because they show ME that loyalty! I trust them - and that says a lot right there! More

Where do I start with this horrible experience....I went in to get air in a couple tires and to check if there was a hole in either of them. It took them 4 hours to return my car in which they said that th in to get air in a couple tires and to check if there was a hole in either of them. It took them 4 hours to return my car in which they said that there were no holes found however they needed to be resealed and suggested rotating. I got my car back and it wasn't but 2 days and one of the tires was completely flat again. I brought the car back and this time they said that there was a BIG hole on the inside wall of the tire. I asked them why they did not find this a few days when the car was brought in....they had no response. So I get (2) scenarios out of this and both aren't good: 1. They never even looked for a hole in my tire the first time and just filled it up with air and charged me for a flat. 2. Their was no hole in the tire the first time and THEY damaged it when looking for the hole. Either way, they refused to even credit me back when they never did the work the first time. This is the worst dealership EVER and I would never recommend buying a LEXUS from Arlington Lexus in Palatine. More

I have bought two cars from Arlington Lexus, and have referred family and friends with the purchase of seven. The cars are great, but the experience created by the General Manager Paul Batchen is what h referred family and friends with the purchase of seven. The cars are great, but the experience created by the General Manager Paul Batchen is what has me coming back. Paul Batchen has a very good understanding of how to create trust and build a relationship. For instance, I was in an accident, and my car was totalled. The LS 430 saved me from any injuries, as I was hit on the drivers side door by a car travelling at 45 mph. I immediately called Paul Batchen to assist me in getting a loaner, and helping me purchase a new car. I didn't want to buy a new car, so Paul told me he'd shop around for a used certfied car. He let me keeep the loaner, until he found a car he knew was right for me. Not only was I driving a Lexus loaner for six weeks, but Paul finally found the right car for me. Thanks to Paul Batchen for making an unpleasent and expensive situation, fairly priced and painless. More

There are so many times that you hear poor things about a dealership. I can tell you that I personally have purchased many cars and many trucks from Paul, Jim and others at Arlington Lexus and have never, ev dealership. I can tell you that I personally have purchased many cars and many trucks from Paul, Jim and others at Arlington Lexus and have never, ever dealt with a more professional and honest group of people. I would never buy a new or used Lexus anywhere else but Arlington Lexus! Just an outstanding experience every time I buy! More

I have purchased six cars and trucks from Arlington Lexus and will never go anywhere else. Paul Batchen, the General Manager has a way of making you feel like you are his only and favorite customer every ti and will never go anywhere else. Paul Batchen, the General Manager has a way of making you feel like you are his only and favorite customer every time you contact the shop or stop in for service. He appreciates repeat customers and goes out of his way to make you feel comfortable, gives advise on what vehicle fits best for your current situation ( business, family car, budget crunch)and takes his time with you. He assigns his sales team to each prospect, but keeps involved. When you need service, he makes sure you have a loaner if it will be a few hours, or at least a seat, coffee and clean car if you stay there during the service period. If all that is not enough, the very personal touch is amazing. When my truck got stolen, Paul heard about it and gave me a "loaner" for several weeks while I waited for the insurance claim. I had no hesitation to go directly to Arlington Lexus with the check and get a new vehicle, knowing I can trust the team. Recently, after hitting a road hazard with my two week old Lexus ES350 late on a Friday night, I phoned the shop, Paul answered and sent a team with a loaner to my home the next morning, towed the car and replaced the tire. That is World Class service. I have recommended dozens of friends and family to Paul Batchen and Arlington Lexus and will continue to do so. My reputation is on the line when recommending a business partner, but in this case, it is zero risk. Keep up the great work on sales and service Arlington! More