They always give you that extra touch! - Neonick
Brought car in for 60k service and a full detail great service, car ready on time. Gave me a full detailed report. Also fixe a vin cover that came loose at no cost. Also, my car mats were so dirty l thought I would have to buy new ones but somehow they got them looking almost new. Andrew Wilson always make the experience pleasant and professional.
Stellar Advisor - Caring for a Classic
This past week, my Lexus ES300 was at Lexus Auto Mall in Tucson, AZ, under the direction of my advisor, Peggy Maben. Although, the car went in for an oil change, she and I decided to rotate the tires earlier than mileage indicated. Once the wheels were off, well, let’s just say Peggy had myriad matters to address and orchestrate. If you think I don’t care for my car in a timely manner, you are oh so mistaken. Peggy and I are on top of it, whatever it entails. She’s an exceptional listener and follows through on every aspect to the customer’s satisfaction. Once a technician determines a problem(s), she explains the scenario in a way that the customer understands without talking down to them. She’s receptive to questions and stays in contact with her customer throughout the entire process, i.e., from the time their car is checked in till it’s picked up. What more could a customer possibly expect from an advisor like Peggy, who brings 30 years of experience to the table? Answer: Absolutely nothing!
Service advisors are forced to push 5 star ratings - LexusGS
My service advisor, Chris is an honest caring through man. Someone I trusted. What I want from a friend and business guide.
Arrowhead Lexus however penalized him financially( 1/3 of a December pay check once)if he gets too few stars each month on reviews. He consequently is forced to push 10 star reviews “or don’t bother giving a review”. His service manager confirmed to me that this is company policy. Is this what you want from car dealer? This is a rigged game!!!!
Don’t get me wrong, they rock for service... generally they are through, not pushy yet remind me of how to take care of my car. Their service is pricey compared to the BMW dealer I’m used to. Read their reviews knowing the service agent loses pay if/when you leave ANY THING less than a 10star review.
Incompetent and sleazy service. - unhappycustomer
Make sure you question every line item you are being billed for...this dealership will tack on charges they apparently cannot explain...even at the manager level. They also apparently disregard dummy lights before handing car back over to you....
Terrible Service - Shaulen
The service center is terrible. I got my car washed there and they cracked my bumper. They weren't even trying to fix it at first. The manager James Cross is terrible and needs to be fired. They've had my car for two days and still hasn't given me any calls in regards to fixing it and when I'll get my car back. James has been avoiding my calls and Ive been having to pay for car fair because they didn't give me a rental .
Car was left with paint dust on dash. Grease on door handle - John Hafer
Paint dust on dash. Paint on under dash. Paint on rubber gaskets & glass. grease on door handles & interior leather. Glass molding was not installed correctly. Repairs to paint came off on first wash.
Not what I expected from a Lexus Repair shop. This repair was done at the Speedway Location. Have had repairs done on other Lexus here without problems.
Recent service visit - Guym
I must say I was extremely disappointed with my recent service call at the Lexus of Chandler dealership. I assumed a dealership would operate with the highest standards of integrity and professionalism, however, I left feeling cheated and definitely not satisfied with the service.
I brought my 2012 Lexus ES350 in to check on 2 potentially major issues and 1 relatively minor concern. I was hearing a noise coming from the wheel area of the vehicle, there was vapor coming out of my air conditioning vents periodically and the oil maintenance light had come on just a couple of days after an oil change.
I was asked to accompany the shop foreman on a ride to identify the potential problems, which I did. The shop foreman told me the problem with the wheel noise could potentially be my tires. A very small amount of vapor came out of the air conditioning vent during the ride which I pointed out to the shop foreman. He said that was caused by the humidity in the air. That did not really sit well with me since I have owned a 2000 Lexus ES300 for 5 years now and vapor has never come out of the vents. The oil light was reset and that was it. When I looked at the summary I received it was stated "unable to duplicate concern at this time. Concern may be normal depending on weather condition. Recommend duplicating condition for shop foreman." However, anything coming out of my a/c vents other than cool, clear air is not normal nor acceptable. Now that the vehicle has been returned the vapor is now more frequent and much thicker which is quite alarming.
I have an extended warranty which will expire soon and I would like to get this problem taken care of before it expires. I got the distinct impression the dealership did not want to perform any repair work under the extended warranty which is extremely disappointing to say the least. I was charged the $140 diagnostic fee and I still have the problem that I originally came in with. This is a very unprofessional business practice and totally unacceptable. I now have to go to a different dealership, possibly pay another diagnostic fee and get the problem resolved. I will never take my vehicle to your dealership again and will recommend other Lexus owners do the same.
Sent from my iPad
Not honest - Marilyn
1.0 star rating 3/8/2017
I would not recommend this repair shop. I was in a small fender bender so I brought my car in for an estimate. Tom was very thorough as he went over the damage and repairs with me. He told me it would take four days to repair. At the top of my written estimate it says four days. There was 8.2 hours of labor and 5.1 hours of paint. I brought my car in at 8AM on Monday. Tuesday afternoon a man named Jack called me. He said my car would not be done until the following Monday. I told him that the estimate was for four days and that I needed my car. He told me he would see what he could do. I waited for hours so finally I called him back. His attitude was even though the estimate was four days, too bad. Maybe we can get it on Saturday, He kept telling me that they were closed on Sunday and I kept saying the car was supposed to be done on Thursday. He did nothing to help me until I posted on Yelp. Now he says he will try and get my car by Friday. I don't know how 13.2 hours of labor turned into 8 days. Go somewhere you can trust a written estimate.
Excellent - N Khalid
I am impressed with the excellent service provided by Shawn MacKenzie for my LX 470 which I purchased from New jersey Because of the excellent customer service I decided to buy another Lexus is250 for my son . Then I bought another car RX 330 for my daughter too . in fact, everyone I dealt with at this dealer was wonderful.
Employees dealt with
I had major body work done on my car. I was asked to... - DanRyan
I had major body work done on my car. I was asked to take the vehicle when it still had unresolved problems. Since then I have had to bring the car back to have the door adjusted, hatch adjusted, and twice because local glass shops can't get a windshield to fit correctly. Every time I get the well, we have a life time warranty just bring it back. I don't want to bring it back, I want it fixed right the first time. Nice people but very disappointed in the results. The response I get is, "I don't know why it won't fit". I expected better quality, better service, and better handling of the problem.
I expected Moore and I got a lot less :(