I purchased a vehicle from this dealership back in May of 2018. From the beginning, I had issues with customer service and sent an email to the managing staff including the general manager to no avail prior to even purchasing my vehicle due to my experience. It almost pushed me into another dealer; but, my salesman reached back out immediately to smooth things over. All in all, I purchased here and regret it to date. I’ve had a slew of service and customer service issues with this dealership. There’s no accountability on the dealership’s end. I’ve been called a liar to my face about clear things I’ve brought to their attention, repairs that I now need and brought to their attention months ago were disregarded (i.e. I’ve complained about a sunroof sound for over a year. I was told that they test drove my same year and it made the same noise. Oddly, I’m in a Lexus family and none of my family members had this sound that mine was making. But, I let it go. Fast forward a few months, that same sunroof began to leak and make even worst noises - mind you this is a 2014 with less than 80K miles at the time. They diagnosed it as me needing a new seal (after paying for it to be diagnosed - even though it was brought to their attention (and documented) a long time ago. That worked for every bit of two months and now it’s back worst than ever and I’m being told it’s a $2K repair that has to get done). I filed a BBB complaint and got a response that Lexus will not be covering anything and that they’ve done all they could. Unbelievable and unacceptable! I filed a complaint with corporate who assured me that Mo, Service Manager would be taking care of me and my many concerns. Mo called me in to look at the sunroof and said we’d address other things afterward. It’s been two weeks, got an unacceptable response about the sunroof, and now he’s dragging his feet to get back with me in regard to other major things.
All in all, customer service here is horrible! Reaching out to management gets you nowhere. Even reaching out to corporate has barely gotten me anywhere. I’ve tried so hard to get in a positive place with this dealership for 2 and a half years. But, with their horrible customer service (at times - depending on the time, the day, and the person), not so thorough inspections and diagnosing, and lack of follow up - I don’t suggest anyone purchase or maintain their vehicles here. You’ll come out spending less money in maintenance and will have a happier experience purchasing elsewhere.