Park Place Lexus Plano - Service Center

Our buying process with Park Place Plano was AMAZING but the service department has always been a problem. I’ve constantly had problems with the alignment on my GX and the service department has never been able to figure it out. Today I got a call at 9:00am that they were finishing up my oil change and it would be ready in about an hour after they wash it. I received a call at 12:00 confirming it was ready to be picked up. When I got there, they pulled my car around and it was filthy. The writing was still all over the windows and it clearly had not been washed. It was extremely unprofessional and tacky.

I’m being generous when I give them 1 star. Servicing your vehicle is the worst at this dealership. How could they be ok with all these poor reviews and ratings? I scheduled my service over the phone and all the person wanted to do was get me off the phone instead of helping me with my concern. I called back to speak with a manager who didn’t assure me that he will look into this matter but instead just apologized. Dont you want to make efforts to improve the team? My service Representative was horrid too. I am supposed to receive an email for me to pay online and schedule a pick up but I didn’t. I tried texting Rolland multiple times with no response. When I finally just went there, he told me he was too busy to respond. Hahaha! Nice service Lexus. I will never buy a Lexus ever again just so I can avoid these idiots.

I took my car for an antifreeze leak from under the car. They told me that it was due to the water pump and timing belt failure. However, after spending $1100.00 the problem was still there. I took the car to another shop and they looked at it and sent me pictures that it is from the radiator and there is calcification to prove it. They also recommended that I should replace my front axles which would cost another $1600 but I postponed it and checked it with the other shop. They also took a picture and told me that it is not needed. Once I got the car back there were a lot of scratches and a dent on the bumper that they said it must have been there before, despite the fact that they always check the car all the way around when you drop them off. I would recommend to get another opinion before dropping off your car for repairs. This has happened to me twice that I am aware of.

They scratched my car (My Black RCF) front to back with what look to be large push brooms. I know exactly what the car looked like going in because I just spent $250.00 to have every, single, swirl mark removed by a professional detailer which took 4 hrs! I also took photos of the car before I brought it in. I asked about this upon picking the car up and was told that, We don't use brushes on cars sir, only to view my car security camera which recorded (quite clearly) two Park Place Plano employees taking two foot brushes and vigorously scrubbing it. They also found and unplugged my security camera but fortunately for me, not before it caught them scratching my car. The Service manage told me to my face (and my Wife's) that they do not use brushes which is a complete falsehood. BTW I spent 46 dollars in tolls driving the 190 miles to and from the dealer plus 4 hrs of time. Going to have to spend $250.00 to have the swirl marks removed from my car. I will also have to take a razor blade, take down my security camera which had all the settings wiped due to being unplugged for several days. I feel I could have gotten better treatment from a tote the note dealer. A blight on the Lexus brand. Would leave zero stars if I could. Avoid this place at all costs.

My car was damaged during routine maintenance. Management brushed me aside and told me to wait 3 days from them to review the tapes. Horrible!

Each visit I make at this dealer is pleasant, professional and enjoyable . Quick, efficient and trustworthy service. Everyone you encounter is pleasant and helpful. Sales or service needs? Don’t go anywhere else. Alex Ruvalcaba has been great every time I need service. He is an asset to Park Place and always willing to work with me. Thanks, alex.

First I will say the sales folks did an exceptional job. Service on the other hand is something to be avoided. At each interaction over the regular scheduled maintenance there has been some issue which I will not cover here. This visit they dented my car and didn’t disclose this to me. Unfortatley didn’t do a walk around at pickup. I called into the store several times in an attempt to talk to a manager. To this date I have not received a return phone call Note. I did drive back that evening and was told that dent was already there. It wasn’t the day before. Regardless - no one has called to follow up

I e-mailed my Park Place Lexus of Plano service advisor a detailed description of the service that I wanted to schedule. He told me that he prefers e-mail communications. I explained the service type that I wanted, the date that I wanted to bring my vehicle in for service, the time that I wanted to bring my vehicle in for service, the year, the type of vehicle, the make and model of my vehicle, the mileage on my vehicle, the VIN on my vehicle, my name, my address, my e-mail address and my phone number. Within a hour he responded back with this statement, “When would you like to bring in your vehicle?” This guy never even opened up and read my e-mail. The incompetence at this Lexus dealership has no end. Scan through their reviews on Dealer Rater, Yelp, Google Reviews etc... and see for yourselves. Why doesn’t Lexus Headquarters come in and shake this dealership up and retrain the staff? It’s their brand that is being tarnished here.

I purchased a brand new car 2019 ES350 from this dealer in February, one month after, my car got a little dent on the door from driver's side, and I turned my car in to Park Place Lexus service department in Plano for them to take a look, they told me that they would do the job the exactly way as same as manufacture required, and it sounds very nice to me, and I decided to drop my car in this dealer for them to repair. But unfortunately they did NOT do a good paint job at the 1st time, the paint was dull and NOT shinning like the way (White Pearl) it is supposed to be, and they made me have to argue with them for over 2 hours to request them to repaint it, finally they agree to redo the job, but guess what, after 2nd time of the paint job they did , they left a BLACK SPOT underneath the paint, and PLUS when they paint the pinstripes on the car, both side of the pinstripes level are OFF, it is NOT on the same level. When I called in to address the issue, they even refused to take a look and they are NOT willing to take their responsibility for it. The service department manager Brian Martin is very unprofessional saying that they are not doing business with me because I filled in the negative survey from Lexus corporation. What a shame of the unprofessional way he is talking to the customer, especially after I paid Over $40K cash to have just bought brand new car from this dealer. Lexus dealer is supposed to represent and provide high quality of work and satisfactory to the customers, period. But the way park place Plano SERVICE DEPARTMENT represent is a shame for Lexus's reputation. All Lexus fan Fellows, Please DO NOT go to Park Place Plano location Service Department to service your cars, they are NOT able to provide good quality of the work to your car, and it is very pathetic that they are not responsible for the mistake they made afterward, because they do NOT CARE, they say one thing before you drop the car and they do different after your car is dropped, it is very FISHY, UNFORTUNATELY, the customers will be the VICTIM. Stay away from this Park Place Plano Service Department. And go to Dallas Swell Lexus Service Department, they are great, I had 11 years wonderful experience with them on my other Lexus car. P.S. 1st time when I picked up my car, they forgot to put door guard on it, 2nd time when I picked up my car, the paint was dull, and 3rd time when I picked up my car, not only I found the a black spot left underneath the car plus pinstripes are NOT even from both side, but also I found out that in the driver's side back door, they even left few white paint spots on the door panel, and I had to clean it by myself, they even did not clean it up before they delivered the car to the customer. From all these, you can tell that Park Place Plano Service Department do NOT pay any detailed attention to their work, guarantee and deliver good quality and care to the customers. At the end of day, after over $1100 repair fee has been paid to Lexus Park Place Plano and they left my car with a black spot underneath paint and it can not be taken off and Plus they left the pinstripes from Driver's side is OFF from passenger's side. What a joke and shame of the way that Lexus Park Place Plano Lexus Service Department represent. If there is Zero star, I would choose it.

Dropped my 6mth old car 2/4 for a service. At intake, they inspect and document everything - a good practice actually. On collecting my car 2/5, before leaving the lot, i see a crack in windshield- right in the line of sight. The service advisor (Brandyn), rude and implied i lied about it being a new crack, and said they never did it. The service manager (Rob), said he disputes it’s their fault, but i should claim on my insurance - and they’d pay my deductible ...(why should i get dinged on my insurance for their negligence..?!). Or, they’d pay half and i should pay half!! Really?? A new windshield is $1800, I’ve purchased 2 SUV’s from them in 2 years - i used to drive Merc for 20+ years, my service advisor kept me coming back, till I couldn’t find MB SUV i liked. Bad PR Park Place Lexus, lose a client for $1800....really? Time to move on, #parkplacelexusplano - way to lose a client. David Strawn the sales guy is a gem, pity his back office crew are not customer focused.