The service advisor that was my favorite was Ryan Tepper, who unfortunately is no longer there. He always remembered my family and I, even when we bumped into him while out shopping, calling us by first and last name! Every service advisor I've had since Ryan left doesn't remember my name or recognize me. Being a customer for years longer than most of the service advisors working there, that's pretty poor commitment and customer service and relations. I could care less that they give me a red rose every once in a while.
And then, there was a time where i needed my vehicle serviced as I was going on a long road trip and wanted my vehicle to be safe. I asked for a loaner, the service advisor said I had to wait 3 weeks. WHAT?! yes, THREE WEEKS! ok. so I asked for their complimentary service pick-up, drop-off service. oh wait....that is a FOUR WEEK WAIT! Are they serious?! So much for being one of the top elite lexus dealers in the area. So a family member and i drive 45 min's the next day to drop off my car. And guess what?! There were a bunch of loaner vehicles waiting there. I complained and requested a vehicle but the advisor wouldn't give me one because he told me I never requested one when I made my appointment. Of course, I was very furious. After I had picked up my vehicle the following day, I was waiting for them to call and inquire about my satisfaction with regards to my recent service visit. Well, whattya know, they never called. I called the sales manager there whom I purchased my car from and he was shocked at the treatment I was given and told me to call the next time it happened. Wait, the next time? Is this a common occurrence?
Few months later, I had to bring my car in for service again. Great service! NOOOOOT! Same thing, I had to wait WEEKS just to schedule a service with a loaner or wait WEEKS for a complimentary pickup/dropoff. You know what's funny? BOTH TIMES I was dissatisfied with the service, they never called to inquire satisfaction of my recent visit. Sounds like poor and dishonest service to me! I complain again and this time, the service manager apologizes to me. I've been a customer with WIlkie for 14 years and he didn't even know my name. He said that I was suppose to get a loaner and/or complimentary pickup/dropoff both times my vehicle was in service because I was a valued long customer. Don't tell me that, tell the service advisors working under you!
It didn't help that they damaged my 2003 LX470 when it was ONE MONTH OLD when i had brought it in for service. They put it on the lift and didn't realize the vehicle was so tall and crushed the driver side C-pillar. They waived my service cost for that day. Woop-dee-doo...you damaged my brand new vehicle!
So, it came time for me to buy my third LX, the LX570. I've had enough of the poor customer service from Wilkie and decided to try Chester Springs. WOW, WHAT A DIFFERENCE!!!! Wish I had switched dealers a LONG TIME AGO! Experiencing similar situations, a few of my friends also no longer go to Wilkie anymore and we all go to Chester Springs. Don't waste your time with Wilkie and their service staff.
They do not deserve the title "Elite of Lexus"...read the reviews, they speak for themselves.