Lexus of Colorado Springs Auto Repair Service

I had reserved a loaner car and when I arrived none were available. The service advisor,Phillip Quinn, was apologetic and expeditiously had my car serviced in only 45 minutes which was appreciated.

Mr. Bailey, we have we worked with Billy before, he is very knowledgeable about Lexus and have enjoyed working with him.

My visit yesterday was much less than perfectly pleasant. First of all, I was not aware that you had moved your location from Automotive Drive, having not been informed of this news! So my husband and I drove down from Divide to that location, only to find it vacant! I had to call the dealership to ask where you are now located, and she told me that you are on North Nevada, a couple of blocks past COSTCO and Trader Joe’s! So, I checked the text minder I had received the day before, and lo and behold! It included a new address, which I had not noticed previously! I put that address — 5990 N. Nevada — into my Google Maps app, and off we went! (By this time, we were nearly 30 minutes late for our appointment, but the receptionist had assured me that we would still be served when we arrived.) We drove across the city, following the directions, but when the app told us we had “arrived at our destination,” there was no dealership anywhere in sight! We pulled into a driveway off the road, and I called again to find out where the dealersbip was, and asked AGAIN for the address. The operator said “5590 N.Nevada, which was NOT the address on my texted reminder from you We finally found the dealership, after much difficulty, and checked in! Our Service Rep, Roberto ****, was nowhere in sight, and Billy was too busy to help us. A very nice man named Eric came to our rescue and signed us in, although he did not work in that department. When I asked how Colong it would take to service the car, I was told “maximum 1-½ hours,” so I decided we did not need a loaner car. (We were planning to do some shopping at COSTCO before heading back home, and the store was so close!) Well, the simple servicing took a ridiculous 2-½ HOURS(!), and by the time the car was ready, it was too late to go to COSTCO, because we had two dogs at home alone since we’d left at noon! I was very annoyed by the Fact that your text reminder had not pointed out that you shad moved to a different location, that the new address was “buried” in the text, and that the address given was incorrect, causing real problems Add to that the fact that a service that included just a tire rotation and “topping off” the fluids took so long, and fouled up our plans! I felt I was owed an apology. Understanding my upset, Robert offered to not charge me for the service. I accepted his offer as an apology of sorts. But the whole experience was very frustrating, especially because we had had important plans to grocery-shop at COSTCO while we were down in the Springs, and will now have to make another special trip down from the mountains in order to do that! I will expect you to do better from now on!

It took almost 2 hours to program a second key when it should have taken one hour. Also it took seven months to get my second key due to the chip shortage. I realize some things are out of your control.

Billy is amazing! Professional, kind, patient, helpful and thorough! Your new location is so beautiful and so much more convenient for us! ????

Love the car and the actual service. Much improvement is needed with administration knowledge. Parts dept and service department don’t communicate well. Service representatives need to increase their knowledge level with items, such as why were we not called when our key fob arrived? No good answer for the service section. Said it was a parts department question. The sleeve for the new key fob was actually in our car (we found it)but we were told to go to the parts department to order one. Just some small annoyances due to service department low knowledge level.

I was not provided my 2nd FOB.

Everything was great. Even the waiting experience in the guest area.

Great Job Phil and Team!

Philip was amazing! Very professional and informative

Thank you for the great service experience and we hope this is completely resolved in the near future. I was told the new part installed was not completely cleaned because they had no detail person on Saturdays. Phil informed me they did not clean it in fear of scratching my vehicle. THIS is why I chose Lexus and appreciate the thoughtfulness and respect for me and my vehicle. Phil told me I could stop in at any time to have the detail person clean it, however I just took care of it when I got home and it turned out great. Thank you!

Roberto was a joy to deal with. Very polite ,respectful young man

Your new location is great and your service is still great!!

Great communication! Car was ready when I hoped it would be. It was clean and the repair was perfect

Great service!

Service was great, above and beyond.

Roberto was knowledgeable and informed us of what was to be done and the estimated cost. He took time to explain important features of the loaner car and didn’t just hurry us off. We have dealt with many service advisors at Lexus over many, many years and he is the best one we’ve had since Johnny.

Very attentive w great communication..

Appreciate Billy finding a part for our GX 460 vehicle at a nearby Toyota dealership, so we could get back to Texas the same day!

Roberto and your service technicians are the best. They went over and beyond with the service of my car. Roberto is very caring and very knowledgeable and helpful. I give him 10+ stars for his service excellence. He is the reason I will be coming back. Thank you so much for hiring a great guy!