Putnam Lexus Auto Repair Service

Kent is a very honest young man where he explains to the customer the details that went into the fixing the car. It’s a pleasure working with Kent. Thanks Elsie and Voltaire

A brief history, so you have some context for my concern and lack of confidence I have now of the service at Putnam Lexus. My vehicle was scratched during my previous service there and my service advisor then (Gordon), took care of the problem with no questions asked and completely tool responsibility with what happened. Upon picking up my vehicle, there was another scratch that happened just a few minutes of me picking up the the car. Gordon again took full responsibility and took care of the problem. 2 scratches in a row from your service dept. I did not have an issue because the level of service I received from Gordon was excellent and it made me want to come back to Putnam. Now for the current service. There was another scratch on my bumper upon picking up my car...3rd time in a row that this has happened. I showed Winston Lam, mu service advisor, and he instantly denied it could have happened there. He then said Putnam would take care of it, but questioned the validity of where the scratch came from...made me feel like a liar. Spoke to Joe (service manager) and voiced my displeasure of 1) my ca being scratched by the dealership for the 3rd time and 2) how I was made out to be a liar for accusing Putnam for scratching the car. Joe didn’t accept responsibility for the scratch and said it was being taken care of and about my displeasure, he said “What do you want, free stuff?” and “Do you want me to buff out your car?”. These two statements from Joe was insulting and made me look like I wanted a handout. After my car was fixed. I contacted Winston to ask a couple of questions on the initial detailing I requested when I brought my car in for service (this was different from the scratch discovered upon picking up my car). Winston did not call me back. Instead he sent a very defensive email stating that fixing the scratch on my bumper was a courtesy and how the scratch got there was unknown, again accusing me of lying about it. Needless to say I am very disappointed in the service received and I very much would appreciate speaking with someone in person anout this issue as I still have a service contract for my vehicle. - Chris Filart

Kent is very good guy.

Winston was excellent at communicating what work was needed to get my car back to its reliable self. The work was started quickly, he arranged a loaner car and it was an effortless visit all around. The work was completed by early afternoon and when I got the car back it looked nice and clean. I live only a couple miles away from Putnam Lexus and the quality of work done on all our cars keeps me coming back! It couldn't be more convenient.

Excellent service

Fadi is awesome!

Excellent

I used to work with Jan for the last couple of years. He was fantastic. Fadi was terrific today. I also see that Adrian left. As a person that was previously a service manager at Lexus of Rockville in Maryland for 10+ years, I strongly recommend that Putnam pay its good employees what they are worth so they stay. The culture at the dealership seems unhappy. Just my take from my visits over the last couple of years and I don’t want to be too negative, but once you loose the good ones, you don’t get them back! Keep up the great work Fadi and keep Fadi, Putnam!

Greg did an outstanding job! Very prompt and courteous and listens very well to customer concerns.

Fred was professional and courteous

He was wonderful, polite, informative. I was so pleased with all the service. Thank you all. Love me my Lexus????

Great service by Kent.

It would be nice if you had snacks again in the waiting room are you had were drinks what the Apple cider was quite tasty

Richard is an outstanding representative for Lexus- thorough, courteous, excellent communicator. 10/10!

The entire staff was very helpful and seemed truly interested in the outcome of my experience. Joshua was amazing.

No one let me know when the service on my car was done. After waiting for two hours in the lounge, I walked around the service area and found my car waiting for pickup. No one talked with me about the status of my car, although the written report was well done. When I first bought my car, I would walk through Putnam and everyone I passed would ask me if I was being helped. I was very impressed. Now, no one does. No food or drinks in the lounge.

Excellent service

Richard deserves a 10+ for excellent customer service!

Fadi is the best! I like his low-key, no pressure demeanor.

Good