Priority Lexus Newport News

To pricey, $100 labor charge for everything. $100 install parking light, $100 remove engine cover (2 bolts), $100 install wiper blades, &100 lnstall pvv value. Asked to talk to mechanic, told n/ $100 install parking light, $100 remove engine cover (2 bolts), $100 install wiper blades, &100 lnstall pvv value. Asked to talk to mechanic, told n/a. Will not return, too expensive to repair minor jobs More

Priority Lexus provides exceptional customer service and world class car maintenance. They send a service tracker which includes a video of findings and provides updates on progress. They provide thorough e world class car maintenance. They send a service tracker which includes a video of findings and provides updates on progress. They provide thorough explanations of needed services and answer any and all questions. A loaner vehicle is provided for services over 2.5 hours. More

Thorough service provided on a very busy day. Loaner car helped tremendously. Final outcome met/exceeded expectations. Loaner car helped tremendously. Final outcome met/exceeded expectations. More

My husband and I chose Priority for the purchase of our first new vehicle. Mohammed was our sales person and we chose a new RX. We were told there was a car matching our needs at a depot, was given a VIN first new vehicle. Mohammed was our sales person and we chose a new RX. We were told there was a car matching our needs at a depot, was given a VIN, and an expected date. When the date came and went I attempted to call and get an update but my messages were not returned. Finally days later Mo gave me a call only after my husband stepped in and asked him to call me. He gave me another delivery date and said he had to order it and it was being made at the factory. At last, Mo gave me a call and let me know my car was in. I told him I would be there that evening at which point he asked if I was financing through Lexus. I replied yes but he would not give me the updated interest rates and told me "we can discuss that when you come in.' Upon arrival Mo met us at the door and literally had no idea who we were. Asking us who our sales person was after we told him we were there to pick up our RX. Once we gave him our information and he realized who we were he took us over to our RX waiting inside the showroom. While he was getting the keys my husband and I did a walk around and what we saw was appalling at the least. The hood was covered in rust flakes, both sides of the front bumper cover had scuffs down the sides and at various locations around the vehicle there were stains. My husband asked Mo if the car was detailed and he replied "yes we have the best detailers in town." Once my husband pointed out the issues he said it must have been from a tree at the shipping depot and didn't come from them at the dealer. If that was the case, then that confirmed they did not detail it at all. Mo had the detailing department take it to the back and after several trips back and forth while we signed papers they met our satisfaction. We had upgraded to the PPF and window tint, we were instructed by the lovely lady, Kiera, not to drive our car until the PPF was installed so we don't risk rock chips before the PPF is installed. So we parked the vehicle in the garage and a couple days later we set our appointment. The next day while walking past my car, I noticed some flaws in the hood that were not visible by eye but when you ran your hand across it, it felt like sandpaper. I was livid! The next day my husband went to the service department and explained what happened. They said to drop it off since we weren't driving it and they would take care of it so the PPF isn't placed over the flaws. When dropping the car off a representative, Edwin, came out promptly and reviewed the paint with us and reassured us it would be taken care of. He asked for a few extra days so they can make everything right. A week later they called us and said the vehicle was done. The paint was smooth as glass, tint was gorgeous; however, when walking around the front to the left side my husband found where they wrapped the PPF right over one of the scuffs on the lower bumper cover!!!! The representative confirmed that the wrap would have to be redone and we left the car. So here I am after 12 days of ownership and 3 miles later still waiting on someone to care enough to make us feel like we are a valued customer. Another note, the original VIN we had received didn't match the car they delivered to us. I wasn't too concerned since it was the exact trim level and exact colors. However, on the original build sheet it included the upgraded mats for all four seats AND the cargo mat. The car we received was missing the cargo mat and while they didn't charge us for it when I looked at the sticker, I specifically requested that. So we will have to order it from parts if I ever get the car back in the condition you would expect from a Lexus dealership. So frustrating and would NOT recommend anyone to this location. More

The service was faster than expected. The rental car was very much appreciated and the professionals was awesome. The rental car was very much appreciated and the professionals was awesome. More

Darrell from Priority Lexus has always been a great help to me. He is professional, dependable, and always willing to go above and beyond to make sure everything is taken care of. His kindness, patienc help to me. He is professional, dependable, and always willing to go above and beyond to make sure everything is taken care of. His kindness, patience, and excellent customer service truly make a difference, and I sincerely appreciate all of his help. More

Service was performed in a professional and timely manner. Personnel were friendly and waiting area was comfortable. manner. Personnel were friendly and waiting area was comfortable. More

Excellent service. Great Staff. Clean, comfortable lobby. Everyone treated me well, explained everything to me. I love the videos that are sent to my phone showing me w Great Staff. Clean, comfortable lobby. Everyone treated me well, explained everything to me. I love the videos that are sent to my phone showing me what was done to my vehicle. Love the transparency More

Organized, thorough and clean. The video available to the customer to review the diagnostic tools used to troubleshoot the problem builds confidence with the dealership. The video available to the customer to review the diagnostic tools used to troubleshoot the problem builds confidence with the dealership. More

Everything went perfect. The car is perfect for us and we are glad we went with Lexus The car is perfect for us and we are glad we went with Lexus More