Lexus of Pembroke Pines - Service Center

I was totally disappointed in the service especially being my first service appointment at Lexus. This experience made me miss my Honda dealership. At my previous Honda dealer everyone was so attenti being my first service appointment at Lexus. This experience made me miss my Honda dealership. At my previous Honda dealer everyone was so attentive, I pull up for service someone is there at the Bay Area to recieve you check the vehicle out ensure no concerns. Service advisor works with the mechanic calls with updates lets you know once service is complete. ensure satisfaction. Lexus - points of dissatisfaction and suggestions Suggestion: For all first time service folks such as myself. There should be an alert to the advisor. There should be a service message either via email/text/pamphlet or flyer advising of expectations. Examples of what should be included - check in, - during service what to expect highlight (waiting area, food cafeteria, etc. - options for transportation should you have an appointment during service, - what to expect from advisor, - what should advisor be reviewing with you pertaining to vehicle updates. - checkout expectations. - Highlight complementary services if any. 1. When I drove up to service lane a few employees were gathered at the reception area. No one came to vehicle to greet or advise what to do. I had to come out and ask what should I do if I have an appointment. Suggestion: attendants should be available to check clients in for service. Walk up and greet them politely. If a customer should wait in the vehicle or exit a sing would be nice to let people be aware. 2. Service advisor, I met with him initially that was fine. However, i had an appointment and asked him if the shuttle was available, he said he would check and come back in 3mins that was at 9:40 and my alternate appointment was 10:00am 15mins away which I communicated so time was of essence. Advisor did not return or message me, I had to find him after 7mins then he proceeded to share the driver was not available. A simple return or message would have been nice. Suggestion: Just remember to follow up. There is no real suggestion other than to be mindful of the customer. Things happen. 3. I let the advisor know I would be leaving and returning to pick up my vehicle. He said he would let me know when my car was ready. Did not recieve any messages to this day from him or Lexus advising of this. Suggestion: Process should be in place to text or call every client to ensure they are aware of finished service or updates of service that took place. 4. When I came back the advisor was with a client, no issue. I went to the door to indicate I was back, waited for a few minutes I noticed nothing I asked where to pick up my vehicle someone said cashier I went. 5. At the cashier, she was fine everyone was just bland. She handed me paperwork and said go to loaner department. I shared this is my first service at this dealer then proceeded to show me where it was. Suggestion: Directional guidance should always be provided to a customer. One should never assume the client/customer knows where to go or what to do. Not sure that any of this will be reviewed but my main goal to shed some light on a few things and hopefully ignite a better service experience for others. More