Michael (Mike) Carbone | Page 4

Great dealership. Service always prompt and polite. The service department is one of the reasons I bought my car there. No complaints! Service always prompt and polite. The service department is one of the reasons I bought my car there. No complaints! More

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During the 2–3 weeks I entrusted my vehicle to Ira Lexus Service Center, I was repeatedly given conflicting information and received little to no communication or accountability. After my car was towed to t Service Center, I was repeatedly given conflicting information and received little to no communication or accountability. After my car was towed to the dealership, I was told I needed to arrange my own tow truck just to move the vehicle roughly 60 feet into their service bay for diagnosis. Multiple staff members gave different explanations each time I called — from waiting for their tow truck, to being told to order my own. When I attempted to use AAA, the tow was denied due to liability concerns, leaving me very hopeless and lost in the process. Despite leaving my vehicle in their care, it sat for 10 days outside in the snow before being moved into the shop. Throughout this process, I was unable to reach a supervisor and was promised several return calls regarding my concerns that never happened. The lack of follow-through was incredibly frustrating. I fully understand that my car presented an unusual situation — it was dead, locked, and unable to shift into neutral. However, any customer should be able to trust that a large, professional service center is equipped to problem-solve and manage difficult situations without placing the burden on the customer. Unexpected mechanical challenges do not excuse poor communication, inconsistent information, or the absence of customer care. Timeline:
• Vehicle towed to Ira Lexus Danvers: February 7
• Vehicle not brought into service bay until: February 17
• Told vehicle was completed February 18 on Feb 20 but received message February 19 saying it would be done “soon” with a promised callback that never came As someone who purchased my vehicle here and trusted this dealership for years of service, this experience was genuinely disappointing. Unfortunately, this will be my final visit. More

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Excellent experience with Ira Lexus today! My car was due for a maintenance visit, they picked up my car this morning and gave me a loaner car,! I was informed about what my car needed and the My car was due for a maintenance visit, they picked up my car this morning and gave me a loaner car,! I was informed about what my car needed and they were very thorough in explaining. My car was returned to me by a very nice staff member! Very impressed! More

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Joe Capprini was my service manager and he was excellent. He was the best service manager I have ever worked with. From beginning to end he was professional, knowledgeable and accommodating. I can’t say enou He was the best service manager I have ever worked with. From beginning to end he was professional, knowledgeable and accommodating. I can’t say enough good things about him and my most recent experience with Lexus service Danvers. More

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Staff is professional, courteous, ready to help you and answer. Any questions you may have. I had a very good experience here at Ira Lexus. answer. Any questions you may have. I had a very good experience here at Ira Lexus. More

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Love the customer care team. They make you feel like you are the main customer They make you feel like you are the main customer More

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The service technician was very helpful and upfront with the visit. They also finished up ahead of schedule! the visit. They also finished up ahead of schedule! More

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Excellent Service Department - Service Manager, Abraham was thorough and professional. I chose to wait and was told approximate time I could expect my car to be ready and it was nearly exact. The Texhnic was thorough and professional. I chose to wait and was told approximate time I could expect my car to be ready and it was nearly exact. The Texhnician who worked on my car texted results and video of the service performed. I was completely satisfied. More

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Excellent work and great service. I recommend Lexus Danvers MA. Great job and good communication. I recommend Lexus Danvers MA. Great job and good communication. More

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I am very satisfied with respect the promptness of fixing the identified issues. The price is very reasonable. The information is clear and complete. Great service! the identified issues. The price is very reasonable. The information is clear and complete. Great service! More

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