"Lexus Professional Experience + FWY Test Drive!"
Rony Parada, was the first person to come out and greet me. I enjoyed his gentle approach and his flexibility to consider my request to go inside and discuss numbers. I liked that he put things in writing, and printed out an invoice to work with. All of my requests were well received, and he responded to all of them: quickly, efficiently and respectfully. To put it simply, I loved that I was respected, listened to, and how Rony was fully present throughout our dealings. The whole process including the test drive lasted less than a few hours. Overall, smooth transaction!
Bonus: His brother David Parada in the service department was on point, noticed this theme with everyone at this dealership! 10/10
"Two Incidents of Bad Customer Service"
Within the last three weeks, I took two of our vehicles for service, 2018 IS300 and 2018 RX350L and had two terrible customer service experiences.
First Incident - scheduled an appointment for my IS300 regarding a bad/chemical smell when the A/C is on. Service advisor Taylor SH helped us since Robin Ho is not available. The car was in the service area when I talked to Taylor regarding the issue. She immediately diagnosed the problem as air cleaner and need to have the A/C components cleaned. She gave me a quote of close to $300. I told her to have the technician check it first and to give me a call of his findings. But Taylor insisted that it is the air cleaner and the A/C needs a cleaning (I can’t fathom how a service advisor can override the automotive technician on the car’s problems). I just decided to have the car pulled from the service bay since I can’t get my point across to Taylor and I felt like she wanted to have the sale rather than providing good customer service. I wasted my afternoon that day and still ended up with a car with a bad A/C smell.
Second incident - scheduled our RX350L for a 15K service on a Friday afternoon and had my wife dropped off the car. We requested a loaner since my wife has limited time that day (she came from work) and have a seminar the next day. Again Taylor SH, was the service advisor since Robin was off by the time my wife got there. Taylor mentioned that the loaner should be brought back the next day. Since my wife has a work seminar the next day, she mentioned that she might be late and might not make it before closing. Taylor again insisted that the loaner needs to be back the next day and even mentioned that our service was a “baby service” and does not warrant a loaner. She even suggested just to wait for it. Out of stress and frustration, my wife decided to pull our car back from the service bay and cancelled the service. The frustration arises since she only had limited time and busy with her work and felt that her needs were not accommodated and considered. She felt that Taylor has no compassion towards her customers and only concerned of what is convenience to her.
I barely write reviews, nevertheless bad ones but had to do it this time. We have been going to Longo Lexus for the past 15 years to service four of our Lexus cars which majority were bought there. We had excellent relationship with Jennifer Nam, service advisor and Victor Reyes, fleet sales manager. Unfortunately for us, Jennifer was promoted to a higher position (I can see why Jennifer was promoted, it was because of her excellent customer service skills. She still even help us schedule our service appointments even though she’s in a different department). We never experienced these kind of frustrations with Jennifer and always had an excellent service from her. Now, we are doubtful if we can still take our cars to Longo Lexus for service after these experiences.☹️☹️☹️
Employees Worked With
"EXCELLENT BUYING EXPERIENCE!!!!"
Excellent Service, in and out in less than 30 minutes. STRESS FREE, HASSLE FREE TRANSACTION.. George was fantastic. Honest, jovial, attentive and just wonderful to deal with. Everything went very smoothly. He really listens and he cares about his customers. He's a straight shooter, he won't try to push anything on you. I would definitely recommend him to my family and friends. Will definitely get my next Lexus with George.