Tony Lopez

I had an extremely disappointing experience with the customer service at Lexus of Schaumburg, although I want to specifically recognize one employee who was outstanding. I came to the dealership beca customer service at Lexus of Schaumburg, although I want to specifically recognize one employee who was outstanding. I came to the dealership because during a previous service visit, a Lexus technician accidentally dropped my laminated “DO NOT WASH” sign inside the driver-side door while lowering the window. I had a video showing exactly what happened and returned to the dealership simply asking for their help retrieving the sign. Unfortunately, my interaction with Richard Palicka, the service advisor, was incredibly unpleasant and unprofessional. From the beginning, Richard was rude and dismissive toward me. He gave me dirty looks, raised his voice and actually screamed at me during our interaction. I was honestly shocked to be spoken to this way by someone whose position involves dealing directly with customers. I also spoke with Tony Lopez, the Service Manager, and unfortunately did not receive the professionalism or understanding I expected from management either. I made what I considered a very reasonable request: after the sign was retrieved, I wanted the repair order/receipt to briefly document what had happened and that the dealership had removed the sign. I simply wanted documentation for my records in case there were ever any issues with the door in the future. Tony refused my request, and I found the way he communicated with me unnecessarily rude and dismissive. The bright spot of this entire experience was Mark, the Mechanic/Technician who helped me. (Unfortunately I didn’t get his last name) Mark deserves 5 out of 5 stars. He was incredibly kind, honest, patient and understanding from the moment I spoke with him. He listened to my concerns and even allowed me to come into the service area and watch while he worked on the door. When I asked Mark what he would personally do in my situation, he gave me a straightforward answer: he would retrieve the sign because it wasn’t supposed to be inside the door. I especially appreciated his honesty. Retrieving the sign meant additional work for him, so it would have been easy to simply tell me to leave it there. Instead, he gave me his genuine opinion and then took care of the problem. He was able to retrieve the sign relatively quickly without completely removing the door panel. We also had a great conversation while he worked. Mark is exactly the type of person Lexus should want representing its service department. My ratings based on this experience: Mark — Mechanic/Technician: 5/5 ⭐⭐⭐⭐⭐ Professional, honest, understanding and genuinely helpful. Richard Palicka — Service Advisor: 1/5 ⭐ Extremely rude and disrespectful. Raising your voice and screaming at a customer is unacceptable, especially in a customer-facing position. Tony Lopez — Service Manager: 2/5 ⭐⭐ I expected considerably more professionalism and understanding from someone in a management position. What makes this experience particularly frustrating is that Mark demonstrated exactly how a customer should be treated, while the interactions I had with the service advisor and service manager were the complete opposite. If I could be guaranteed that Mark would be the technician working on my Lexus every time I visited, I would gladly return. Unfortunately, since that obviously cannot be guaranteed, this experience has convinced me not to return to Lexus of Schaumburg for future service. Mark, if you happen to read this: Thank You. I sincerely appreciate the way you treated me and the care you showed toward both me and my vehicle. You turned what was otherwise an extremely negative experience into at least one positive interaction. More

Print

The Technicians are very thorough and experienced. At other placed, like Pauly, they seem very young and inexperienced. At other placed, like Pauly, they seem very young and inexperienced. More

Print

I had problem with free Lexus tow service, and had to pay for towing. Service recommended bringing the issue up with corporate for a refund of towing, which they did. for towing. Service recommended bringing the issue up with corporate for a refund of towing, which they did. More

Print

I have a "vintage" Lexus which I have had serviced here for 18 years. I have always had very satisfactory service, and my car behaves as if it were new. for 18 years. I have always had very satisfactory service, and my car behaves as if it were new. More

Print

Excellent service. Well received and respected. You get relaxed while you car gets it’s treatment. Well received and respected. You get relaxed while you car gets it’s treatment. More

Print

Everyone one is friendly and they ensure I follow up with my maintenance on my car. I appreciated them picking up my car from work. No hassle, everything went smoothly. Great communication! my maintenance on my car. I appreciated them picking up my car from work. No hassle, everything went smoothly. Great communication! More

Print

After my recent service, there were a couple of issues that Woodfield Lexus quickly and effectively handled. Matt the tech was even sent to my house to resolve an issue with my glove box. He and my servic that Woodfield Lexus quickly and effectively handled. Matt the tech was even sent to my house to resolve an issue with my glove box. He and my service advisor Tony were fantastic to work with. I've been a customer of Woodfield Lexus for over 20 years and they continue to impress me with their customer service. More

Print

Woodfield Lexus dealership and service center are exceptional. On time for appointments and always concerned that the customer is completely satisfied. exceptional. On time for appointments and always concerned that the customer is completely satisfied. More

Print

Woodfield Lexus has always been terrific to work with from sales to service. My car was ready when I was told it would be. Thanks for a great job from sales to service. My car was ready when I was told it would be. Thanks for a great job More

Print

I had a Great Purchasing Experience with Salesman Dan Rosen. What I liked most about Dan is that he wasn’t pushy at all and didn’t try to sell me things I didn’t need. Dan, is Professional, Personable, a Rosen. What I liked most about Dan is that he wasn’t pushy at all and didn’t try to sell me things I didn’t need. Dan, is Professional, Personable, and Kind. The Finance Manager, Yasmin and the GM is Great as well. I would highly Recommend Salesman Dan Rosen and this Dealership to anyone who is in the Market to buy a Lexus. Dan, is the Best! More

Print