Lexus of Cleveland Auto Repair Service

Professional!

Great Service experience..

Too many text messages!

He was very helpful letting me know what I need done what I don’t have to do when I need it done when I don’t have to do found him to be very honest with me I always had good experience

Cassie was really great! She got me set up with my loaner vehicle in no time and also was very quick to retrieve my vehicle for my upon my return. We had great conversation and I really appreciated the text updates throughout the day so I knew the status of my car and I could plan accordingly.

Paul Cooper provided outstanding service.

Mr. Bunch was very patient with me and thats appreciated!

Cassie and everyone else we had contact with while our car was being serviced were extremely professional and polite. We also want point out that Bob in sales was very helpful in showing us several possible vehicles that we might purchase. We decided not to trade in our present car but did come back and bought one of the cars we test drove while our car was being serviced.

I had to bring my car in because of a noise. In had the wiper blades replaced and the original bill showed $28.80 for labor while the blades were only $19.98. Why would this charge even be put on the bill and yes it was taken off. Along with the $10 charge for having my car delivered back to me I feel I was being nickeled and dimed for services that use to be courtesy services!

Great service

I blew a tire this morning and it just happened to be right in front Metro Lexus. They came instantly to my rescue and were able to replace both rear tires in no time. I am a loyal Volvo driver, so unfortunately you won’t see me in a Lexus. BUT your service is Phenomenal!!! (Better than I experienced at Volvo)

Very Cordial and accommodating. Thorough explanation of service and cost prior to service Car was returned clean inside and out Much appreciated!

It is always a pleasure to meet with Cordis - he answers all of my questions and goes the extra step to ensure that my vehicle is well cared for.

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!