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Lexus of Austin - Service Center

2.2

13 Lifetime Service Reviews

9910 Stonelake Blvd, Austin, Texas 78759

13 Reviews of Lexus of Austin - Service Center

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August 15, 2018

"WORST GM I'VE TALKED"

- Ag1983

WORST SERVICE- spoke with parts guys about pads that I purchased 4 months prior, the first guy I spoke with (Richard I believe) said no problem I will get them warrantied, then was reassured by the Asst parts mgr (Ben McLemore whom the GM didn''t even know who that was at first) that we could get it done. So I went ahead and purchased all new pads a shims for the front and rear this time with the expectation that the fronts ($50) would be warrantied when I brought them back after my store installed them. Was then called by Ben out of the blue who said he couldn't get it done any longer, so I asked to speak to the parts dir. (Jason Thomas) who doesn't have a customer service bone in his body, he hangs up on me( great service right) o then I call to speak with the GM (Steve Walker) whom was very thrown back by Jason's behavior and defended him. He minimized the $50ish to something we would leave for a tip (great for a GM to do whom makes close to $350-450k a year). But to him seemed trivial. Now Steve won't return calls and and is gone in hiding over $50 and making it right. Stepping over dollar bills to pick up dimes. My store has done things for way more even not at fault just to provide the experience. this is the worst experience for a store much less one of the "luxury" status they pitch. GOOD JOB STEVE your culture is great!! apparently he doesn't realize a bad review is worth more than a $50 "tip".

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Recommend Dealer
No
Employees Worked With
Richard Rocha
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
May 26, 2018

"Luxury Vehicle Should Receive Luxury Service"

- wbreece

I am disappointed with service at Lexus of Austin. Thanks to this dealership, I will have to make a second trip to have my car re-inspected, and they told me the car had passed. My car needed wiper blades to pass inspection. I took the new blades to Lexus to install so that my car would pass inspection. I also bought two new tires and a tire pressure sensor. When I paid my bill ($844), I asked about inspection and was told it had been completed. Turns out, the inspection was not completed after they installed the wiper blades. When my husband called to find out why I was given misinformation and Lexus failed to complete the inspection, Cory said he didn't think I would want to wait another hour or two for it to be finished. This doesn't make sense because I HAD A LOANER CAR. We live 30 minutes from Austin and now have the inconvenience of returning for a job that should have been completed the first time with a service consultant that has yet to accept responsibility for less-than-satisfactory service. Cory, I think you should have taken responsibility for the mix-up and made it right. Instead, you tried to hurry us off the phone. I bought my car from my dad when he bought a new Lexus. He has purchased seven so far, and this is not the service for which Lexus is known. I will be looking for a new car in the near future since mine is a 2006, and I will be sure to look for a dealership that provides a quality customer service experience. 5/28/18 UPDATE: Our service consultant, Cory, has taken responsibility to correct this situation and get my car inspected as quickly as possible, even though it’s a holiday weekend. I appreciate businesses that correct mistakes.

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Recommend Dealer
Yes
Employees Worked With
Cory Jenson
March 21, 2018

"Service "

- Sid12

This is the worst service department I have ever seen After 4 hours and $800 later I didn’t even get a car wash, I was told it would take 2.5 hours, terrible service I rather take my car to jiffy lube then see this place again

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Recommend Dealer
No
Employees Worked With
Ben
October 03, 2017

"Worst customer service ever"

- Tina

Once again I was told it would be 30 to 45 minutes to get a loaner car. After 1.5 hours I asked about my loaner and was told I was still in the line for a loaner just a couple of people in front of me. I waited another 15 minutes then asked for my own car back. This has happened repeatedly over the last several years. I just have had enough of Lexus excuses so I will not ever use Lexus of Austin again.

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Recommend Dealer
No
Employees Worked With
Alex
September 05, 2017

"Service as only Alexis can do"

- Jp

I evacuated from Houston to Austin during Harvey. The day before I was scheduled to return I had 3 warning lights on my dash. I called the 800 number was directed to Lexis of Austin finally got my car to them about 2:30. On Saturday spoke to the service mgr, Eddy Cooke, explained my situation. My car was ready for pick up by 3:30 Not only did they throughly check for a problem, found none, but they took care of 2 recalls.

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Recommend Dealer
Yes
Employees Worked With
Eddy Cooke
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
June 24, 2017

"Bad Service"

- Azi Austin

I had an took an appointment for car service,and when I got there it took almost 45 minutes just to get me to a salesman.They were supposed to give me a loaner car, which they hadn't because they were not available. After a while, they called me saying that my car was ready, and they would wash it for me, when I got there an hour later they don't have any clue about the paperwork and my car, to top it all off my car wasn't washed, and to wash it... I would have to go through a 45 minute wait.This was a very bad experience for me

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Recommend Dealer
No
Employees Worked With
Jimmy
October 10, 2016

"Kyle Dern & Lexus of Austin Provides Superior Service "

- Megan J Rutherford

Lexus of Austin and Kyle Dern are wonderful to work with. In fact, they are so amazing that I considered applying for a job there and I recommend them 110%. Autocraft Bodywerks referred me to Lexus of Austin in 2013 with a nightmare situation related to my 2006 Toyota Solara. Kyle was very reassuring and walked me through every step of the process to replace the engine in the Solara, which was result of a known Toyota service bulletin due to faulty engines put in that year and make. There are no words to show how much I appreciate Lexus and Kyle. In 2016, Kyle went to epic status and helped me to speak with the buyer of my vehicle about the work that the Lexus Master Technicians completed. Thank you so much, Kyle and Lexus of Austin. It's refreshing to work with a dealership that stands by their word.

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Recommend Dealer
Yes
Employees Worked With
Kyle Dern
Oct 13, 2016 -

Lexus of Austin responded

Thank you for your feedback, Megan! We truly value the opinions of our guests and we are thrilled to hear about your positive experiences with our dealership and employees. We look forward to continuing this level of care during your next visit!

October 05, 2016

"THREE-TIME LEXUS OWNER TREATED POORLY "

- HL

I am so very disappointed in the recent service I've experienced with Lexus of Austin. Due to an airbag safety recall for which Lexus did not have parts available, my car was put into mandatory storage (mandated by Lexus). While in storage, MOLD grew inside my car covering every internal surface. It was horrific. When I brought this issue to the Lexus of Austin Service Manager's attention, his response was to "call 1-800-Lexus". I then took my issue to the General Manager who was also unsympathetic. Therefore, although I was required by Lexus of Austin to put my car into storage which resulted in the MOLD, they are providing absolutely no assistance in cleaning the MOLD out of my car and taking care of me as a customer. This is the third Lexus my family has owned and we will not be buying any more.

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Recommend Dealer
No
Employees Worked With
Eddy Cooke
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Steven Walker, General Manager
Oct 07, 2016 -

Lexus of Austin responded

The one Star review stings terribly...Why? Our company Lexus of Austin revealed to HL that a car bought preowned from an independent car dealer years ago... had terrible undisclosed body repair. Someone actually used 4 inch dry wall screws to adjust a body panel. These screws pierced through the car body into the trunk. In addition a rear tail light assembly was not properly sealed which allowed water to collect in the trunk. We can only assume due to the wetter than normal August. The vehicle was stored in the families home garage once a rental was provided. With the heat, in conjunction the windows and doors sealed the mold condition developed. Like wet clothes in a washing machine... Lexus has provided for this guest a mid size utility to minimize the inconvenience while waiting for parts to replace the Takata airbag inflator. Lexus does require the vehicle to be stored (Not Driven) as a safety precaution when the guests accepts the rental. We are extremely disappointed that our efforts to this point have offended or frustrated this guest. We have attempted to assist with answers...about how this water condition and have offered very clear forensics. This review will be forwarded Lexus Corporation for review.

August 01, 2016

"Terrible people/communication skills. "

- Highly Disappointed

The people at the front desk at this establishment are very rude. They like to hang up on you without giving you any further information they don't connect you to the right department and when they do you get hung up on there as well. They have no etiquette as far as public relations with their customers. This establishment does not make you feel comfortable or like they are there to help. Don't go there

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Recommend Dealer
No
Employees Worked With
Front Receptionist
December 30, 2015

"Service 20000 miles"

- Ji

Had a 10 am Appointment to get 20000 mile ck up and it is 2pm and still waiting another 2 hrs to get car washed.

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Recommend Dealer
No
Employees Worked With
Do not know name
Dec 30, 2015 -

Lexus of Austin responded

Hello, I sincerely apologize for the extended delays in your service today. I very much appreciate the feedback and would like the opportunity to make it up to you and correct any defects in our process. Please contact me directly at 512-343-3459 to discuss further. Thank You, Brian Matthews Service Manager Lexus of Austin

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