I sent my 20 year-old daughter to Hoffman Lexus in East
Hartford for the standard 30,000-mile service recommended by Lexus. Instead, the advisor Matthew Saliman and the Service manager Monica Pelletier add
Hartford for the standard 30,000-mile service recommended by Lexus. Instead, the advisor Matthew Saliman and the Service manager Monica Pelletier added unnecessary additional services that were not required in the 30k Lexus maintenance service, increasing the bill by over $500.
The total bill was $1,283 for a service that was supposed to be 6 or 7 hundred. Tire rotation was included but they didn’t do it because they said the tires needed to be replaced but the car is only 30,000k miles driven by my wife not for racing so they wanted another $1400 for unnecessary new tires and to make it even worse they didn’t even spray a little bit of water on ii to clean the dust! incredible for a Lexus dealer.
My daughter doesn’t have much knowledge about cars and trusted the dealership to be honest. Unfortunately, it feels like that trust was taken advantage of instead of the services being clearly explained or limited to what was actually required.
This is not the level of transparency or integrity I expect from a Lexus dealership. Because of this experience, I do not recommend Hoffman Lexus, especially for young or inexperienced customers.
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by Faceve08
Service Price Transparency
Feb 02, 2026 -
Hoffman Lexus responded
Thank you for sharing your review several times under different names. We would like to clarify the situation.
During your daughter’s visit, our Service Consultant reviewed recommended maintenance options based on the vehicle’s mileage, condition, and climate. These were presented as options only. Before any additional work was completed, your daughter contacted a family member to discuss the recommendations, and the decision to proceed was made by your daughter after that conversation. At no time was pressure applied to have any repairs performed.
Regarding the tire rotation, once tires are found to be outside Lexus specifications, a rotation is no longer recommended. Tire replacement was presented solely as an option based on the inspection results.
Due to freezing temperatures, exterior vehicle washes are temporarily suspended to prevent potential damage, which is why the vehicle was not washed during this visit.
We take pride in operating with transparency and integrity and treating every guest with respect. We have discussed this matter with you at length and do not want to lose your business. We do not make assumptions about who is or is not able to make service decisions, and we remain here to support you whenever you need us.
Hoffman Lexus Management
Jan 31, 2026 -
Faceve08 responded
I sent my 20 year-old daughter to Hoffman Lexus in East Hartford for the standard 30,000-mile service recommended by Lexus. Instead, the advisor Matthew Saliman and the Service manager Monica Pelletier added unnecessary additional services that were not required in the 30k Lexus maintenance service, increasing the bill by over $500.
The total bill was $1,283 for a service that was supposed to be 6 or 7 hundred. Tire rotation was included but they didn’t do it because they said the tires needed to be replaced but the car is only 30,000k miles driven by my wife not for racing so they wanted another $1400 for unnecessary new tires and to make it even worse they didn’t even spray a little bit of water on ii to clean the dust! incredible for a Lexus dealer.
My daughter doesn’t have much knowledge about cars and trusted the dealership to be honest. Unfortunately, it feels like that trust was taken advantage of instead of the services being clearly explained or limited to what was actually required.
This is not the level of transparency or integrity I expect from a Lexus dealership. Because of this experience, I do not recommend Hoffman Lexus, especially for young or inexperienced customers.
Very rude she lied about service just to make a little
commission adding unnecessary work to a new vehicle that had no problems
commission adding unnecessary work to a new vehicle that had no problems
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by Faceve08
Service Price Transparency
Feb 02, 2026 -
Hoffman Lexus responded
Thank you for sharing your review several times under different names. We would like to clarify the situation.
During your daughter’s visit, our Service Consultant reviewed recommended maintenance options based on the vehicle’s mileage, condition, and climate. These were presented as options only. Before any additional work was completed, your daughter contacted a family member to discuss the recommendations, and the decision to proceed was made by your daughter after that conversation. At no time was pressure applied to have any repairs performed.
Regarding the tire rotation, once tires are found to be outside Lexus specifications, a rotation is no longer recommended. Tire replacement was presented solely as an option based on the inspection results.
Due to freezing temperatures, exterior vehicle washes are temporarily suspended to prevent potential damage, which is why the vehicle was not washed during this visit.
We take pride in operating with transparency and integrity and treating every guest with respect. We have discussed this matter with you at length and do not want to lose your business. We do not make assumptions about who is or is not able to make service decisions, and we remain here to support you whenever you need us.
Hoffman Lexus Management
Feb 06, 2026 -
Faceve08 responded
You did not gave my daughter a choice to choose between the Lexus 30k maintenance and the dealership 30k maintenance
You only told her what the dealer unnecessarily extra services were and made her think that if she didn’t do them her car would break! Why not just tell her that the Lexus recommendations for the 30k miles are all you need and that these extra services are optional and not necessary at this time but can help in the future.
Don’t tell me you explained it to her because you didn’t obviously that’s how dealers make their money taking advantage of young women and older people
Always professional, polite, service, and review of my
priorities for my vehicle. The video provided prior to the work done on my car is much appreciated.
priorities for my vehicle. The video provided prior to the work done on my car is much appreciated.
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by deanallegra
Service Price Transparency
Feb 02, 2026 -
Hoffman Lexus responded
We're happy every aspect of our service impressed you! Thank you for choosing Hoffman Lexus and for sharing your support online. See you next time, Dean!
Everyone at this dealership is knowledgeable and
professional . I’ve had only great experiences with everyone on the staff.
professional . I’ve had only great experiences with everyone on the staff.
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by lmartin106
Service Price Transparency
Other Employees Tagged:
Mike Fitzgerald
Nov 21, 2025 -
Hoffman Lexus responded
Thank you for sharing this wonderful feedback with us! We’re grateful for your business and look forward to your next visit to Hoffman Lexus. Safe travels!
Monica was extremely helpful and knowledgeable.
This was my first experience with Lexus and the service was excellent
This was my first experience with Lexus and the service was excellent
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by Pks3dogs
Service Price Transparency
Sep 23, 2025 -
Hoffman Lexus responded
We're thrilled to hear Monica made your first experience with Lexus such a positive one! Thank you for choosing Hoffman Lexus and sharing your feedback. Safe travels!
Austin, Monica and Nicole were very professional and
pleasant to deal with. Always an enjoyable experience..
pleasant to deal with. Always an enjoyable experience..
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by bertj
Service Price Transparency
Other Employees Tagged:
Austin, Nicole
Sep 09, 2025 -
Hoffman Lexus responded
Bert, thank you for sharing your experience with Austin, Monica, and Nicole! We’re grateful for your business and look forward to seeing you again at Hoffman Lexus.
Like always, Monica and other Lexus Hoffman employees
were very professional.
My oil change was completed in less than 1.5 hours. During that time I was informed (by text, video and by Monica personally
were very professional.
My oil change was completed in less than 1.5 hours. During that time I was informed (by text, video and by Monica personally about condition of my vehicle and what is recommended to do in my next visit).
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by Roman H.
Service Price Transparency
Mar 25, 2025 -
Hoffman Lexus responded
Roman, we're delighted to hear that Monica and the Hoffman Lexus team provided you with such efficient service. Keeping you informed every step of the way is our priority. Thanks for choosing us!
Hoffmann has consistently provided excellent service
during my ownership of two RX vehicles, a 350 and a 400h. Matt, Monica, and the rest of the service staff are always attentive to our needs.
during my ownership of two RX vehicles, a 350 and a 400h. Matt, Monica, and the rest of the service staff are always attentive to our needs.
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by RCHUS
Service Price Transparency
Dec 03, 2024 -
Hoffman Lexus responded
Thank you for sharing your experience with us! We're delighted to hear that Matt, Monica, and the Hoffman Lexus team have consistently provided excellent service. We appreciate your loyalty and look forward to continuing to serve you in the future!
Hoffman Lexus knows how to treat their customers.
Everyone is professional, very friendly and everything is explained. They even provide a video of services recommended!
Everyone is professional, very friendly and everything is explained. They even provide a video of services recommended!
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by Timothym
Service Price Transparency
Jul 09, 2024 -
Hoffman Lexus responded
Timothy, we're delighted to hear that you had such a positive experience with our team at Hoffman Lexus. Thanks for the great feedback!
Excellent service today.
I was very happy with the quality and communication of the agent.
I was very happy with the quality and communication of the agent.
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by Jc
Service Price Transparency
Jun 21, 2024 -
Hoffman Lexus responded
Jc, thanks for the awesome review of Hoffman Lexus!
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