Lexus of Glendale Auto Repair Service

Excellent service

I have been a Lexus owner for 16 years. My experience with the service advisor on Saturday June 7 was by far the most disappointing. I have been taking my 2019 IS300 for the recommended service at Lexus of Glendale and this was the first time that I felt as if Lexus was just there to collect payment and not care about the customer or for my vehicle. I received a call from the service department stating my car was recommended for the 75k service. I promptly scheduled as I care a lot about maintaining my car. When I drove in I was greeted promptly by Hugo, checked-in and given a rental. That was not the issue. My car took approximately 4 hours for the 75k service. This was not the issue as I knew it was a Saturday. My issue was when I received a call from Hugo, he simply stated that my vehicle was ready for pick up. I said great, no repairs necessary. For clarification,I asked was there no recommended service? He said oh yea. The tech recommended an alignment. I asked if that was all and he said yes. I, then had to ask if it was possible to get it done the same day. It seemed like I was bothering him by asking this. He said, yes and it should be done in 30 minutes to an hour. I said great! Within a few minutes of hanging up I received a video from the tech, which walked me through the inspection. He mentioned that my car needed a balance and an alignment. I attempted to get in contact with Hugo with the number listed. However, I was unsuccessful in getting in contact with him. I did end up speaking with another service advisor (I don’t remember the woman’s name), I expressed my intent and urgency of getting in contact with him as I wanted to make sure BOTH recommended service was completed at the same time. She explained that Hugo was with another customer and she was not able to relay the message to the technician. She simply stated that she relayed the message to Hugo and he will get in contact with me within 5 minutes. I waited for over an hour for a callback. When he finally called he stated that my car was ready for pick up. I asked him what services was completed and he mentioned the 75k service and alignment. When I asked about the balance, he said he didn’t see it on his end. I told him that in the video that was sent to me it was mentioned. He then said he would get in contact with the technician. He called me shortly after and stated that I no longer needed the balance because I got the alignment done. At this point I no longer trusted him. I felt as if this was an excuse or the technician was trying to upsell me earlier. Either way my faith has been wavered. I arrived at Lexus of Glendale approximately an hour after this conversation. When I arrived at check out they did not have my paperwork ready. It was not processed until I arrived and It took over 30 minutes to check out. I was told that this individual was new and in my opinion if this was the case, he needs to re-do a customer service training and how to properly walk a client through other services the car may need and to properly check-out. A phone call stating the car is ready for pick up before discussing what was found is unsatisfactory. I bring my vehicle for preventative maintenance, therefore if there are any recommended service to help lengthen the life of the vehicle I will do or plan to do shortly after. Otherwise, why would I take my car for service?

Danny Mata, was extremely helpful, informative and pleasant, i highly recommend him to others

Great service and excellent customer service from Jorge.

Quick, and easy

Wonderful service

Great Customer Servuce .. excellente!

Thank you.

Thank you

Sergio and the rest of the staff were awesome ., they were very accommodating . I’ll be back @ Glendale Lexus to purchase RX 500 plug in Hybrid . See you folks soon. Thank you for the great service .

Argenis was extremely helpful and he is the reason we returned for the service..

Special thanks to Chris Garabedian

Argenis was completely professional, courteous, and pleasant. He was very attentive, and patient. Lexus of Glendale provides excellent service consistently. I am very grateful.

Alex is great, very communicative, informative and helpful. We have a fleet of Lexus’ and he’s my to go advisor. 5/5 stars.

I usually never have a problem with Lexus service dept. Most of the time I’m satisfied with their services. However, this last visit I was charged $280 for just having them put it through the machine to see what was wrong with the vehicle. I honestly, think that’s a ridiculous amount for doing nothing to the car. This last visit has made me not want to go back for any service , not even oil change. My car is old, but I always felt satisfied taking it to Lexus for oil change. This past visit has made me think about it twice before I take it in.

Danny was very professional and it was a good experience.

Always Grateful & Thankful ????????????

Very good service

Very satisfied

I’m very satisfied of the service. Great job done as always. Thank you