Michael (Mike) Carbone | Page 4

Great experience overall. The service department always exceeds my expectations regardless of the manager. They are very thoughtful and communicate really well The service department always exceeds my expectations regardless of the manager. They are very thoughtful and communicate really well More

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The person we worked with was very kind! Comfort waiting room . Drinks and snacks. And my car was washed! Comfort waiting room . Drinks and snacks. And my car was washed! More

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Very professional. Agent informed and explained things that needs to be done.Matches other Lexus coupons. Agent informed and explained things that needs to be done.Matches other Lexus coupons. More

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The best ever I would recommend your services to my friends and family. Keep doing what you’re doing and congrats for excellent customer service. friends and family. Keep doing what you’re doing and congrats for excellent customer service. More

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Very helpful with replacement of flat tyre. Took care of me quickly and sent me on my way. Took care of me quickly and sent me on my way. More

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Ira Lexus is always accommodating to my schedule. Abraham is a great service representative. He is attentive to my needs and helpful when I need information regarding repairs Abraham is a great service representative. He is attentive to my needs and helpful when I need information regarding repairs More

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The service manager is really nice and professional. They greet every customer with warmth. The snack and coffee bar has a great variety. They greet every customer with warmth. The snack and coffee bar has a great variety. More

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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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