Joe Pappalardo | Page 6

Warranty repair that took 2 weeks Went in for an oil change on Monday November 26, 2018 only to learn that I had a oil leak which was covered under warranty, the repair would require r Went in for an oil change on Monday November 26, 2018 only to learn that I had a oil leak which was covered under warranty, the repair would require removal of the engine , Jake my service advisor said that they could have it fixed by Thursday or Friday at the latest (3 to 4 days) . Received a call on Thursday that one of the people working on the car had a family issue, Jake told me that the car would not be done till Monday, while not what I wanted to hear I was acceptable to the delay. Monday came around and another call from Jake letting me know that my car would not be done due to the need for it to be inspected by Lexus and that the car would not be done till Thursday or worst case Friday. Thursday my wife talked to Jake only to learn that my car would not be done before the weekend. Sent an E-Mail to the Executive GM expressing my dissatisfaction with the delay, no response for the better part of the day, then I had calls from the service manager who couldn't understand what the problem was since they provided me with a loaner (not equal to what I drive), so I called Lexus zone office and told my story, then a call from their loyalty manager, and then an E-mail from the GM neither of which that indicated that they were appalled at what had transpired, all they were interested in was trying to justify the delay due to not having the properly trained person available to complete my repair. The bottom line is my dissatisfaction was nothing to them until I contacted the zone office. Once I told them that I would be writing a negative review there is an all out effort to smooth things over including service gift cards and a complementary detail service, which I will not accept as to me its bribery to prevent a negative review. This service center does not have a grasp on customer service and truthfull communication to the customer. When this dealer was under Jack Safro this would not have happened, now its just a big corporate entity that feels it has the right to abuse the customer. Find someplace else for your service work!!! More

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Very professional and helpful! A very professional team is ready to serve it's customers. The sales person who sold me my car is off work on a health leave and others have stepped u A very professional team is ready to serve it's customers. The sales person who sold me my car is off work on a health leave and others have stepped up to help me with my needs. I appreciate being able to schedule my service visits and have a free loaner Lexus at my disposal during the service visit. The waiting area in the service department is spacious and offers many comfortable amenities. This past Spring I called the Service Manager from Florida to help me out. We had left the Lexus home in Wisconsin for our winter in Florida. About a week before our return I learned my Lexus wouldn't start. I called the Service Manager and he immediately sent a service person out to my house, brought the car back to the dealership, diagnosed the problem, installed a new battery and returned the vehicle to my garage. When we got back a short time later the car was in my garage and ready to go. I called to thank the service manager and his team and asked for the charges for the new battery and all the service and he advised "No Charge". The Company I worked for for many years had a motto "After the sale it's the service that counts". I believe Lexus of Brookfield and it's staff believes in the same motto ! ! ! Dennis Strom ( I'm on my 3rd Lexus RX 350 ) More

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Stuck with the issue until it was resolved Re: Joe P. in Service. He grabbed on to my parts problem and , like a pit bull, he wouldn’t let go! He provided excellent service, was cheerful and Re: Joe P. in Service. He grabbed on to my parts problem and , like a pit bull, he wouldn’t let go! He provided excellent service, was cheerful and confident. Nice resolution for me! More

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Sam was very helpful and attentive I am a very demanding and difficult person to work with and I do not like the car buying process. With that being said Sam made the process comfortabl I am a very demanding and difficult person to work with and I do not like the car buying process. With that being said Sam made the process comfortable and easy. Sam answered all my questions and really came thru with the perfect vehicle for my us. Thanks again. More

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Wade Schumacher Wade is sooo knowledgeable and explains features so well. He never rushes and takes his time. He is always willing to answer questions and makes himse Wade is sooo knowledgeable and explains features so well. He never rushes and takes his time. He is always willing to answer questions and makes himself available when needed. More

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