Lexus of Greenwood Village

Note: I tried to provide this feedback this morning in-person and more discreetly by asking to speak to the GM, but was told I would have to go through other managers to do so…so decided to post public in-person and more discreetly by asking to speak to the GM, but was told I would have to go through other managers to do so…so decided to post public reviews instead. Purchased a Certified Pre Owned SUV with 7,500 miles on it in the last few months from Lexus of Greenwood Village. I already regret the purchase and choosing a Lexus, in large part due to Lexus of Greenwood Village’s service department. This is my 4th Lexus and 6th or 7th in our household. Two days ago, I got a shift malfunction message on the highway (scary!) and ChatGPT indicated it wasn’t safe to drive. Called Lexus of Greenwood Village and was asked if I had a AAA membership so I could have it towed (!!!). I said, no I don’t have AAA, and asked why it wouldn't be covered by my CPO? She then put me on hold. Came back and said call Lexus Towing and then let us know what they say. I asked if the tow would be covered and she said she didn't know. I arranged for the tow and called back, while wondering why the customer is burdened with this to begin with. She assured me the service desk would be expecting me. Arrived about 1 hour later, and was immediately asked if I had made an appointment. Told them I didn't have an appt but had called twice and td to bring it in. They were NOT expecting me. Service advisor said repeatedly that she thinks it’s a simple fix. There’s nothing simple about having your basically new car not start after getting shift malfunction error alerts. After buying and servicing my family’s many Lexus cars at Kuni since the late 90s, I cannot believe how much the service experience has declined since Holman took over. They outsourced their service desk phone calls (which is AWFUL now). On site service staff is equally disengaged. Lots of employees milling about and ignoring customers who were clearly needing help. I sat and watched one employee sloppily eat a bunch of snacks with food trash and crumbs all over his very visible desk that's in the middle of the service waiting area. Lexus of Greenwood Village does not offer the Lexus service level I expect - it’s no longer a premium product or experience. Sad. If Lexus of Greenwood Village (Holman Lexus) stands behind the abhorrent experience I had today, they have lost my family’s very loyal business. More

We had an outstanding experience with this dealership and couldn’t be happier with the level of service we received. From our initial outreach with Kristian and completing the purchase, through the repair wo couldn’t be happier with the level of service we received. From our initial outreach with Kristian and completing the purchase, through the repair work that followed, the entire team demonstrated exceptional professionalism, care, and attention to detail. They truly took ownership of the situation and went above and beyond to ensure everything was handled smoothly and thoughtfully. It was incredibly reassuring to work with such a dedicated and trustworthy team, and we felt supported every step of the way. We are extremely grateful for the experience and would highly recommend this dealership to anyone. They will absolutely be our first stop when we’re ready to purchase our next vehicle. Keep up the amazing work More

When we first arrived I filled out a paper the receptionist said was needed to fill out. She said a salesmen would find us. We waited for over 30 minutes and my husband went in and the receptionis receptionist said was needed to fill out. She said a salesmen would find us. We waited for over 30 minutes and my husband went in and the receptionist never gave my paper to anyone so we were waiting for nothing. The salesman Chuck was friendly and seemed knowledgeable about the car. After test driving the car we went in to discuss pricing. He asked my price range and once I mentioned that he seemed distant as if he didn't think I could afford the car. I told him I was putting money down but he still seemed rushed and just wanted me to fill out the application and be done with it. I wanted to think about it and he didn't reach out to see if I was still interested in the car. I said yes but had additional questions. He seemed annoyed but did try to answer my questions. He was not able to answer any financial questions and it seemed as if the financial department didn't communicate with Chuck. Through the whole process I kept getting pushed over from one person to the next. When I finally was able to come in, I was told my apr was 7.99% however when I worked with the financial department it was 8.23%. It didn't seem as if anyone knew much about the whole process. Chuck eventually pushed me to AJ whole was very nice and as helpful as he could. Overall, it was a very difficult process that I feel could have been an much easier process. They also tried to add an extra "protection" on the price that i never asked for and was never told about. Luckily i saw the extra charge they tried to pull and removed it. My husband bought a car here as well and he explained that the salesmen spoke to him as if he was an idiot. He was also charged that "protection" charge and he never knew about it. I think the salesmen need to be clearer on all the charges along with improving the communication from the financial department. The only person that was helpful was AJ. More