Lexus of Watertown

This dealership consistently overpromises, overcharges, and UNDER delivers. This is my third bad experience with this dealership and I won't go back. As much as I love the Lexus, the service has been so and UNDER delivers. This is my third bad experience with this dealership and I won't go back. As much as I love the Lexus, the service has been so disappointing, it is not worth it. For the last three visits, I have been charged for repairs that were not adequately explained to me. When I called the service department for an explanation, my phone calls were not answered. I eventually complained to Lexus headquarters and than got a call from the head of service, promisiing me things had changed with the dealership, they had some turnover, and they had corrected their problems. Hopeful, I went back for another repair and had the same bad experience. I was charged significantly more for a break repair than the estimate. My service rep said that they would threw in a free tank of gas. When I drove home with my repaired Lexus, I saw that the tank was empty. Even that small promise was not fulfilled. More

It has been said that the greatest trick ever pulled - was the devil convincing the world he didn't exist. Personally, I always thought it was wanting to go to the dealership and given them my money. P was the devil convincing the world he didn't exist. Personally, I always thought it was wanting to go to the dealership and given them my money. Prior to that day, I had been the proud owner of a BMW and most recently an Audi. Those cars were nice and the service from each dealership was what I'd come to expect, nice. All of that changed on Friday, 2/18. From the moment I walked in the door, every member of the team had a smile on their face (especially unique during New England winters), was courteous and went BEYOND the extra mile to make sure I was happy. It didn't take long for me to realize that what I was experiencing was TRULY EXCEPTIONAL service. Lexus of Watertown does it right - and any company that has a service department, regardless of industry, would be wise to go experience how people should be treated. I met a number of people over the next few days. Chad in the service department, Manny in finance and Harold - who it would be an insult to to call an 'car salesman'. It was almost is if they were each in charge of relationships and customer experiences - but with a different twist. Chad described the Lexus way of service to me - brought to light that there is a better way to do things and treat customers. He's an expert. Manny worked with me to take my trade in and put me Lexus whose payments worked for me. I went into his office expecting war - and left with a handshake, smile and a sense that we were in this together. Harold, god save his soul, was responsible for walking me through the car, taking me on a test drive and making sure that EVERYTHING was taken care of. Outside of the paperwork that I had to fill out, Harold took care of everything else. Everything. On the way to pick up my car, I was concerned it was going to be a let down. How could the car live up to the level of service they'd expose me to? After walking through the car from top to bottom with Harold, getting all my questions answered in amazing detail, I was on the road with a smile and the radio blaring. Of course, I saw Chad as I was about to leave - he made sure to check in with me, make sure I was happy - and made it a point to offer even more help. Amazing. More

After calling and requesting to see a model and year I was interested in the sales department[Adam[ ,in 20 minutes returned my call and invited me and my wife to see our choices. 3 vehicles,clean and show was interested in the sales department[Adam[ ,in 20 minutes returned my call and invited me and my wife to see our choices. 3 vehicles,clean and show room ready were presented to us,all 3 were perfect.Afer a test drive we selected the car, sat downwith Adam,agreed on the trade in value and price and the deal was done. Honest,fast and efficient service. We left the dealership with a feeling of comfort and satisfaction. The follow up has been very helpful as tech issues can be daunting for those of us not familiar with it. We are pros after the support from George. I have purchased over 20 vehicles and never have had a more pleasurable experience. More

This was my first Lexus - I'm have a BMW 6 so my exceptions were high. Initially we were unable to make a deal happen, but I liked working with the sales professional Randy Vera so much I had to co exceptions were high. Initially we were unable to make a deal happen, but I liked working with the sales professional Randy Vera so much I had to come back. This time we were able to make the numbers work. Frankly it was because of Randy that the deal was made. He was a pro all the way, balancing my needs and interests with that of the dealership. And after the sale Randy was there to work out any issues that I might have had with the car. If you're interested in a slightly used Lexus I highly recommend you work with Randy in Watertown - you'll be happy you did. More

Lexus of Watertown is a very unique car dealership. From sales to service they make you feel as if you are family. Maria in service is one of the kindest and most knowledgeable people you will ever meet. Ro sales to service they make you feel as if you are family. Maria in service is one of the kindest and most knowledgeable people you will ever meet. Robert Katsulis, John Barstow, Lauren Ritchie and Alex Abutaleb from sales work as a team and are so understanding and helpful throughout the car purchasing process. It is rare today that you find such helpful and consumer friendly people in a business that can have a very high stress level. Long live Lexus of Watertown. More

So I went into this dealership knowing what I wanted or at least a price range and they had a 2009 Toyota Camry, I was registering it out of state with Florida and it was over a weekend and I was out for a at least a price range and they had a 2009 Toyota Camry, I was registering it out of state with Florida and it was over a weekend and I was out for a vehicle and they were nice enough to put me in a Lexus to hold me over till my car was ready. They were constantly checking on me to make sure I was ok, they were fast about everything. Some things came up that were out of their control but they resolved the issues very fast and without any trouble to me. I worked with George, Adam, and Emma. Three amazing people there. When I trade in my Camry in a few months for a Lexus I am having it shipped all the way to Florida from them! More

This is the second car we have acquired from Lexus of Watertown...and I wish all our prior cars had been acquired from them. This is the second time that Arman Manoukian has helped us. The whole proc Watertown...and I wish all our prior cars had been acquired from them. This is the second time that Arman Manoukian has helped us. The whole process from sourcing the car, discussing pricing/lease terms, doing the paperwork and getting delivery was very smooth and hassle free. The terms of the lease were excellent, and Arman and Alex took the time at each stage to explain everything to us, so when we drove out the dealership, we knew how to work everything...and the Lexus RX 350 is fantastic. Moreover, we know that when the car needs servicing, that the service will be first rate and customer friendly...the best we ever have experienced. When we are ready for a new lease in 3 years...we most definitely will be back. Many thanks. More

Easy to deal with. I wanted a very tight trade, I knew my values and what the car was worth and I wanted the deal without haggling. They bent over backwards and made me feel like it was fair balance of p my values and what the car was worth and I wanted the deal without haggling. They bent over backwards and made me feel like it was fair balance of power. No hassle at all, and I left happy with the car I wanted and then some! The salesman - Harold - was the best! More

This was my fourth Lexus from the Watertown dealership. As always Lexus of Watertown continues to surpass even its own standard of excellence year after year. I had the pleasure of dealing with Mike Espy As always Lexus of Watertown continues to surpass even its own standard of excellence year after year. I had the pleasure of dealing with Mike Espy this time around. He went out of his way to make the sale quick and easy. A very smooth transaction, and best of all he gave me a great deal! Mike,Maria,Manny,Tommy,are all such wonderful people. They never treat you like a customer, but treat you like you're part of the family. Which I'm happy to say I'm a part of! Thanks again LoW I love my new 2011 RX 350! And a special thanks to you Mike! Clark E. More

I know Maria for several years since we purchased our car from this dealership. During all these years a had multiple opportunities to see her outstanding service level. It has not been a single occasion wh from this dealership. During all these years a had multiple opportunities to see her outstanding service level. It has not been a single occasion when my request for time has not been adequately met. She is always very attentive, very knowledgeable and polite, and had never underestimated the time of service, so I could plan my time correspondingly. This is a very important factor for me. I tried driving several cars (Infinity, Acura, BMW, etc.). Some of them I like very much. However, my next car should be Lexus. The main reason for that is an outstanding service level (particularly Maria's). I can reassure you that an employee like her is the major, if not the main reason, for customers to buy Lexus. I am extremely grateful to her for being an exemplary service consultant through all these years. I would also like to use this opportunity to express my gratitude to another great employee of this dealership - its business manager Manny Ferreira. He always explicitly answered all my questions with all necessary details, provided me with set of options, whether on car purchase or the warranty, and in a soft way offers his advice on what to do. He has never been pushy in his suggestions, which makes me interested in soliciting his advice that I very much appreciate. He is another strong reason why my next car should also be Lexus. More