Lexus of Cleveland Auto Repair Service

Well done

He was extremely courteous and prompt about everything. Thank you for your professionalism.

Thank your for your excellent service!

Usually they wash my car and they didn't. I was also charged $10 twice....can you remove the second charge?

Like always Cordis great!

Appreciate the great service

I’ve been a Lexus owner for two years now. I usually receive exceptional customer service from the time I walk into the door to drop off my vehicle to the time I return to pick it up. However, today, I was completely unsatisfied with the level of customer received. I had a 10:40am appointment. I arrived at 10:20am. When I walked in the service area, I waited a good 5 minutes before asking a service rep if someone could help me. The guy looked at me and said “I will when I’m done with this customer.” (Issue 1) Then, another service rep comes up to me and asks if I’ve been helped. I said “no”. She asks where my vehicle was and I point to it. She responds “is that your little car right there?” I said “there isn’t anything little about my car.” She apologizes and says “I’m sorry it must be the angle I’m standing.” (Issue 2). The loaner car I received was dirty on the inside (Issue 3). I called Lexus at 4:30pm (6 hours later) to check on the status of my vehicle and the service rep asks if I could pick it up tomorrow because they were backed up. I said absolutely not considering I have a 150 mile per day restriction on the loaner vehicle. (Issue 3). The service rep says ok come pick up your vehicle at 5:50 pm today. I went back to Lexus at 5:20pm to pick up my vehicle. When I returned to service, I stood there for 10 minutes while service reps were sitting at their desks talking to each other! (Issue 4). Finally, a guy helps me and has me sign off on the loaner agreement. Then he goes to help another customer who came in after me! (Issue 5). Finally, the service manager comes to me and asks if I’ve been helped. I said no. He has me sign off on all the paperwork and confirms that I paid online. Then he tells me to wait outside while they hand washed my car. I wait about 5 minutes and when they brought me my car it had not been washed at all! The absolutely worst customer service experience I’ve had since owning this vehicle! I would hate for another customer to experience this type of treatment and would now be hesitant to recommend Lexus to anyone!

Service was outstanding from scheduling to service

A great place to do business with. Very professional and model customer service.

Excellent service

The job was done faster and cheaper than I was originally told which was a pleasant surprise.

Great customer service.

Thank you so much

Job well done

Very courteous and explained matters well.

I have loved my Lexus and the wonderful service I always get

Josh was excellent. Very responsive, helpful and communicative. Outstanding experience.

Great service as always! Clean and comfortable lounge area

Cassie was extremely professional and courteous

Everyone was very helpful