Lexus of Kendall

Disorganized and unprofessional Very disappointed with my service appointment this morning -- everything about the experience fell short of even the most basic expectations, let alon Very disappointed with my service appointment this morning -- everything about the experience fell short of even the most basic expectations, let alone the heightened level of service that Lexus claims to provide (and for which Lexus charges a significant premium). Had an appointment for routine maintenance (oil change, tire rotation, inspection). When I tried to pay with my prepaid service voucher (which have been accepted without problem in the past), I was told that the vouchers are not accepted on Sundays because they would need to call JM Lexus (who issued the vouchers) to verify the voucher, and JM is closed on Sundays. This seems like a reasonable restriction -- I understand that they need to verify the validity of vouchers issued elsewhere (although, to be clear, each voucher clearly states its own unique contract number, and the redemption instructions to the service provider on the back say nothing about phone calls (probably to avoid situations like this), only that the voucher should be attached to the repair order and *mailed* to JM). Whether the phone call restriction is reasonable or not, the way the entire situation was handled shows just how completely disorganized and unprofessional Lexus of Kendall is. Upon being told that the vouchers could not be used on Sundays, I pointed out that they should've told me about this beforehand (or pointed this out on their website) so I didn't waste an entire trip and half of my Sunday morning. Strike #1: "Oh, well, maybe we could have told you about this if you had an appointment, but you just walked in." False. I made an appointment several days before, and I offered to show Frank my confirmation email. My confirmation code is X01DS91MO8. But, apparently, Lexus of Kendall doesn't even know about your confirmed service appointments. No wonder I've had to wait up to 1.5 hours in the past for the initial consultation (on a prior service visit). Strike #2: After they realized that I did have an appointment, I was told, "well, you probably did your appointment online, so it's a separate system. We have three separate systems. If you actually talked to someone when you made your appointment, then maybe we could've told you." Why should online appointments be any different from phone appointments? Especially when you tell people on your website to make their appointments online and provide a whole scheduling / tracking platform. Three separate systems, with apparently different levels of reliability? Talk about disorganized and unprofessional. As for not talking to me beforehand about the prepaid voucher restriction, maybe this is why everyone else in the past has called me to confirm my online appointments and go over the service requirements beforehand. Or, as I stated above, you could simply say on your website that prepaid service vouchers are not accepted on Sundays. Surely, this is not the first time this has happened. Strike #3: I was then advised to do the service on a different day if I still wanted to use the voucher, and I was told they could pick up my car. "Okay," I said, and I tried to schedule an appointment for that. But nope. "Let's schedule to have someone call you tomorrow morning to schedule your maintenance." So now we have to make appointments to make appointments? I guess maybe one or more of their "three separate systems" needs to rest on Sunday. And the appointment to make an appointment wasn't even really an appointment -- they could offer only a 2-hour window within which they would call me to make an appointment for the actual service. Yes, that's right -- I will need to wait by the phone for up to 2 hours, in the middle of the work day tomorrow, just so I can receive their phone call to make an actual service appointment. To be clear, this is not a review of the service consultant (Frank). I think he is simply constrained by the very disorganized systems and processes at Lexus of Kendall. However, it did feel like he was trying to get me to leave as quickly as possible, and it didn't feel like he tried to go out of his way to help or mitigate the negative experience (again, he's probably just constrained by the systems and processes). Lexus of Kendall -- completely disorganized, unprofessional, and substandard service. Unworthy of the Lexus brand. Very disappointed. --- UPDATE (2016/02/28) --- As stated above, this whole situation arose because the service consultant claimed that he could not call JM Lexus on Sundays to verify my prepaid service voucher. I just checked JM's website -- they are open from 9 to 5 on Sunday (which overlapped with my visit to Lexus of Kendall this morning). So the part about not being able to call in was a blatant lie. Strike #4. More

Patty Warman is #1 I highly recommend Patty if you want a zero pressure relaxed shopping experience. She's very patient and doesn't grill you with questions or practice I highly recommend Patty if you want a zero pressure relaxed shopping experience. She's very patient and doesn't grill you with questions or practice any sort of deceptive sales tactics. I bought an infiniti G37S and the process was fluid with no back and forth. Avoid the sharks and go straight to Patty Warman at Lexus of Kendall. Nagyon Köszönöm Patty Cesar More

Excellent Service Eduardo at Lexus of Kendall is a great sales rep who made me feel 100% at ease. This was my first experience leasing a car without it being a dragged Eduardo at Lexus of Kendall is a great sales rep who made me feel 100% at ease. This was my first experience leasing a car without it being a dragged out unpleasant back and forth game. Eduardo was honest and straight to the point. Very helpful and transparently straight foward. Best car lease experience bar none. More

Awesome buying experience It was the best buying-a-new-car experience ever. All the staff makes you feel at ease, and they're are very professional and courteous. Specially Mr. It was the best buying-a-new-car experience ever. All the staff makes you feel at ease, and they're are very professional and courteous. Specially Mr. Happy Vyas, our sales person. He went above and beyond for us, and make it happen. Thanks! More

"Excellent customer service" Bob King. was the salesman, who searched for the perfect car. It was an amazingly smooth and extremely courteous negotiations. I recommended Bob to Bob King. was the salesman, who searched for the perfect car. It was an amazingly smooth and extremely courteous negotiations. I recommended Bob to friends!! More

Wonderful service & experience buying a car! Cesar was so easy to deal with and honest! There were no games whatsoever. This is exactly how car buying should be! I had to be in and out including Cesar was so easy to deal with and honest! There were no games whatsoever. This is exactly how car buying should be! I had to be in and out including all paperwork and moving my personal items from one car to another in two hours in order to pick up my children at school- and they went above and beyond to make that happen for me. Jose Rodriguez in financing sped me straight through - yet made sure to be thorough with every detail of the deal. I love my Lexus (2nd LX570) and Lexus of Kendall restored my faith in the sales portion after a botched experience at another local dealer. A++++ More

No Pressure, Smooth Transaction, Great Customer Service This purchase, a 2012 Lexus RX 350, was the 7th car I've owned over the years. This particular buying experience was the best by a long shot. Bob King This purchase, a 2012 Lexus RX 350, was the 7th car I've owned over the years. This particular buying experience was the best by a long shot. Bob King is/was a great sales rep. At no point in time did I feel like I was being pressured, hustled, rushed, coerced, or otherwise disrespected. Every staff member I came across was extraordinarily friendly and amiable. There was no sleazy sales tricks or gimmicks, no double-talk, no games, just a knowledgeable sales rep who played fair and wanted his customer to be happy. Honestly, I wish every car buying experience would be like this one. I live about 60 miles from this dealership and it was completely worth the drive. I even had some questions a few days after I bought the car and he went out of his way to make sure I was happy and totally taken care of. Seriously, Bob, you're great, and thank you. It was a pleasure to buy from you. I'm not kidding... if I ever have a friend in the market for a Lexus, I'm sending them to you. More

Nice buying experience Patty was really helpful. No pressure sales tactics or bad cop/good cop games. She is respectful and kind. Patty was really detailed explaining many o Patty was really helpful. No pressure sales tactics or bad cop/good cop games. She is respectful and kind. Patty was really detailed explaining many of the tech/mechanical car features. More

Nice experience Roberto Romero was the salesman who assisted us, this is a third Lexus lease with this guy on Lexus of Kendall , we are going to be looking for him a Roberto Romero was the salesman who assisted us, this is a third Lexus lease with this guy on Lexus of Kendall , we are going to be looking for him and for Juan Soto for our next lease , they are very friendly and respectful. More

A great ending to a not so great start.. What a great dealership! Cesar is the nicest, most knowledgeable and kindest salesman ; extremely patient and caring! Shawn is the Manager and you get What a great dealership! Cesar is the nicest, most knowledgeable and kindest salesman ; extremely patient and caring! Shawn is the Manager and you get a feeling that they truly care! My lease was ending; I went to another dealer that did not listen to my needs, said they would do the right thing and then gave me the complete opposite in sincerity and price . Cesar and Shawn listened, went above and beyond to fulfill my request and did! I leased an NX after 2 IS cars and never driving any type of SUV. The car is beautiful and I advise anyone looking to run to this dealership. More