North Park Lexus at Dominion

I don't typically leave reviews, however as the Service Manager Richard requested via text that I leave a review (after relating my experience), here I am. Considering the supposed expertise, prestige, Manager Richard requested via text that I leave a review (after relating my experience), here I am. Considering the supposed expertise, prestige, and customer service North Park Lexus prides themselves on, I had high expectations. This was my first time personally taking my vehicle to be serviced by them. Typically due to the aforementioned qualities, you pay a higher than normal premium for their services. As such I have avoided their services, but decided to listen to the recommendations of my peers and give them a shot. I was sorrowfully disappointed. Saturday October 23rd. My car had two issues, the battery had died, and my trunk latch/lock had become jammed due to an issue with the motor. The second was my battery had died and needed to be replaced. I called 3 different places to get an estimate on replacing the battery. When speaking with North Park Lexus I had 3 questions. The cost of the battery, the cost of the service, and when I could schedule the work. The initial receptionist was nice and transferred me to the service department. The lady who answered the call was a bit curt, answered only my second question before transferring me to another department. They gave me a quote for the battery then transferred me back to the service department for scheduling. She gave me a window of hours to drop it by on Monday the 25th. Monday October 25th. In cleaning out my car to prepare it for the work to be done later that day, I was able to get my trunk unlocked. My guess was this had been due to the dead battery not providing enough power to the trunk latch motor. It would refuse to re-lock until we jump started the car. It would close, but still had some issues. I really needed my car the week after, so was hesitant if I would opt to have the latch assembly replaced. I came by to drop off the vehicle. The staff was friendly and more or less professional. I asked for a service advisor that had been recommended to me. I relayed the information and work that needed to be done. The car is a Lexus LS460, 2010. Considering the age and potential cost to benefit ratio, I had been debating trading it in for something with fewer miles. While they took a look at the battery, we asked for a sales rep so we could look at some cars in the lot. He greeted us and said he would get a pricing on my car, then meet us out front in 10 or so minutes. We walked around the lot for nearly an hour and eventually had to return inside to find the same sales rep. While he was nice, he offered no apology for the delay. Around this time we got an update on the battery, they said they tested it and found no issues. They chalked it up to either the trunk latch motor draining it, or myself having left something on. I felt this was incorrect, but trusting in their expertise took them at their word. As I wouldn't have to replace the battery, and we were already there, I opted to replace the trunk latch assembly. They issued me a loaner car, then we tested some other cars with the aforementioned sales rep. He had a nice demeanor, he also was not pushy which was a refreshing quality. As it was end day, the work on the car would be done on the next business day. Tuesday October 26th Considering the potential for trading in I called early in the morning just after they opened and asked if they would do an in depth general diagnosis for any potential issues that may need to be fixed. I received a call after mid day noting they completed a multi point inspection and replaced the trunk latch assembly. I had requested a general diagnosis not a multi-point inspection, which was disappointing. This was also concerning as they completely missed the engine notification on the dash noting that my washer fluid was empty due to a leak. This was confirmed to be missed as the inspection sheet for this noted that washer fluid was OK, when it had not been. I followed this up with my service advisor. He said the would have a tech look at it the next day. Wednesday October 27th Unfortunately I didn't receive any updates. I waited until 5:30pm, 30 minutes prior to closing to reach out to my Service Advisor. He informed me the tech was busy with other vehicles and would work on mine tomorrow. Thursday October 28th I received an update around noon via text from my service advisor. He had a master technician dive in, and they found $6k of repairs that were not urgent but would eventually need some work. They found the washer fluid leak was a detached cable and re-attached it free of charge. He noted the car was ready to be picked up. I asked if I would be able to retrieve it the next day as I didn't have time available in my schedule before they closed. He said that would be fine whenever was best for me. Friday October 29th I found time during my lunch break to pick up the vehicle. They took the loaner, gave me the bill to review, then walked inside to the boutique to pay while they brought the car out. My service advisor came over as well to give me a brief rundown and answer any questions. I picked up my car. In a hurry, and trusting their expertise, I didn't think to check the trunk, or notice the slight stall when the car started. When I got home, I checked the trunk, only for it to not work at all. I tested every combination of buttons from inside and out, the valet mode on and off, and so forth. I was only able to open it manually with the key. The lights didn't turn on as well. I was uncertain if there was something they forgot to connect, or a lock they put in place. I reached out to my service advisor. He suggested testing the things I had just tested, and said I was welcome to bring it back in at any time. This was quite frustrating as I really needed my car this weekend and ensuing week. This past week was the only free time I really had to take care of the previous issues, and I wouldn't be able to bring it in any time soon. I mentioned as such. While it was offered that I could bring it back in at any time, the tech had insisted they checked the trunk multiple times. No apologies for the inconvenience were issued, and the vibe was that it was likely something I was doing wrong on my end. Trusting their expertise, I thought so as well. Late in the evening I also noticed some concerning issues as the car would stall a little bit when starting up. This was concerning as we had a lot of driving ahead and needed a working vehicle. I hoped it was a minor issue that could be held off until we went back to have the trunk looked at. Saturday October 30th The car took several attempts to start and it was clear there were still issues. I presumed it was still the battery despite their claims that it was fine. Early in the morning, Richard the Service Manager, with whom I had no prior contact, reached out via text asking if I was extremely stratified with my service. I normally am not very critical, so I thanked him for following up, and noted that my Service advisor was friendly and had kept me up to date. I noted that unfortunately there were still some potential issues and that I would need to bring the car back. He ignored that feedback and responded with an automated update asking for me to post a review here. I reached out to my Service Advisor but had no response. We were able to start the car, but out of fear it wouldn't start again once stopped, we cancelled pre-set plans and drove to the dealer. We arrived around 3:30, ~90 minutes after their service had closed. I stayed with the car, as we left it running out of fear it wouldn't start again, while my Significant Other went inside to request a loaner. We had paid for a service, had a guarantee it was complete, but found the opposite. We didn't need service completed that day, but needed something to drive. When she went in, the front desk initially refused to check in the vehicle, but after showing the receipt and noting that the vehicle still did not work, they reluctantly complied. My SO explained the situation to several other people, before eventually speaking with a manager(we think?) who was able to let us check the car in and call for a loaner. Once the managers were aware of the situation, they were very apologetic, professional, and helpful. They did repeatedly apologize to my SO for the situation and lack of loaners and had to find one. After an hour they had called a staffer back and loaned us a Camry. Not that we really cared, as we just needed something to drive. While we appreciate their urgency to find us a car, overall it was a disappointing and frustrating experience, not only had they failed to fix the car after paying $1,200k in repairs, but they tried to give us the run around before lending a loaner. Monday November 1st I received a text from my service advisor in the morning. He had ignored my previous messages, and offered no apologies, but noted that the tech reviewed the car and it appeared to be an issue with the battery. He listed the cost to replace and asked if I would like to do so. He didn't include any information about the trunk. I confirmed to replace the battery and asked about the trunk. He replied that the trunk now worked, and likely failed due to the battery. He said I was welcome to pick it up any time. At great inconvenience, I cancelled more plans and picked up my car. When I arrived I was greeted by the floor staff, I told them my service advisor, however no one came. The floor staffer pulled the bill, then walked the bill to the boutique and handed it to the nice lady before I could review. I finished the payment then went to pickup the car. After all the issues over the last week, I left the ball in their court, this was their chance to rectify the situation, but no one came out, and my service advisor never showed up. I checked the trunk and it worked as expected, and the battery was replaced. There wasn't any additional follow up, markedly different from when I had picked my vehicle up the several days earlier the first time. TL;DR I decided to take Richard up on his offer and leave this review. Going forward, I have great concerns about the technical abilities and reliability of repairs coming from North Park Lexus. I don't know mechanics very well, and I trust them to get the job done. Considering my lack of knowledge, I find it sadly telling about the services when I was correct in my assumption about the battery, and they were not. Something I feel that most shops and places should be able to test and do effectively. Not to mention neglecting to do a final test of the repairs when returning the vehicle, then offering no follow up for the great inconveniences that were incurred as a result. The only thing that prevented a lower rating were the staff responsible for helping us on Saturday. More

Simply said great service ! Eventhough I have to drive 40 min to get my vehicle serviced it is so worth it. Chad my service person showed me a video of my vehicle as it was being inspected. It was awesome min to get my vehicle serviced it is so worth it. Chad my service person showed me a video of my vehicle as it was being inspected. It was awesome to be able to see my vehicle in that way. They are always very informative & helpful. The wait area is always comfortable & having the coffee bar is the best. More

Wanted to recognize NPL @ the Dominion for their excellent service and attention to my visit as I took in my ES350 in for service. Their concern was heartfelt and results of my visit were 100% on po excellent service and attention to my visit as I took in my ES350 in for service. Their concern was heartfelt and results of my visit were 100% on point. It’s nice to be treated like family🙏 More

Fernie has a great customer service! Very professional & genuinely willing to help! Definitely recommend him. Unfortunately the car we wanted got sold. Thanks for the help Fernie genuinely willing to help! Definitely recommend him. Unfortunately the car we wanted got sold. Thanks for the help Fernie More

Excellent salesman answered my ??? and gave me several options. Based on his information I decided to trade my vehicle and left with a new car and saved money on the transaction. Thank you Leo. options. Based on his information I decided to trade my vehicle and left with a new car and saved money on the transaction. Thank you Leo. More

Fernando Maldonado, sales representative. Amazing personality, extremely professional and courteous. Made ya feel welcomed and at home. Deserves more than a salary increase. He should be nominated em personality, extremely professional and courteous. Made ya feel welcomed and at home. Deserves more than a salary increase. He should be nominated employee of the year! More

Thanks to Julie Hendricks I got my first car even though she was busy she made sure I was taken care of! Everything went smooth when working with her! Highly recommend she was busy she made sure I was taken care of! Everything went smooth when working with her! Highly recommend More

Excellent experience! Rusty Vaughn was my sales person and he was awesome! He was very patient with me when I couldn’t decide on colors for the car. I actually had a little Rusty Vaughn was my sales person and he was awesome! He was very patient with me when I couldn’t decide on colors for the car. I actually had a little hiccup and changed my mind after the vehicle was purchased and Rusty and Zac Hale went above and beyond to make sure I was happy and got what I wanted. Everyone at the dealership is very friendly and the services offered are like no other I’ve experienced at a dealership. Definitely recommend! More

Pre owned Certified Lexus Mike Hagee assisted me with my vehicle. He is outstanding! See Mike, he will take care of you. He stayed in touch via text and there was never a de Mike Hagee assisted me with my vehicle. He is outstanding! See Mike, he will take care of you. He stayed in touch via text and there was never a delay. He’s on top of it, giving you 100%! Chris Beal got me a better interest rate than my own bank and did it FAST! No long drawn ou process with Chris. More