Lexus Monogram Service

Great communication during repair process.

Thank you very very much ????

Travis was very professional but this was not a good experience this time. First, even though I made my appointment a week ago, it didn’t appear that it was made. My car didn’t appear on your large screen showing my vehicle and its tire pressure and their tread. I had to wait a significantly long time for the loaner I was promised a week ago. During the time I was waiting several people asked if I had been helped. The loaner finally arrived so I could get to work. Travis told the gentleman to not wash it so I didn’t have to wait any longer and I was not walked around the loaner to check for dents or other issues with the vehicle. When I returned the car I was told I had damaged the back passenger wheel rim which was not possible. I only drove the car from Lexus to work at the fire station to home and then back to Lexus. I would have felt it if I hit a curb that hard that would have damaged the rim of the car. I demanded to see a picture of the rim before I left with it. I waited again while this situation was researched. Your staff was polite and finally said it did appear that the rim was damaged before I took it. I did not like being accused of something I know I did not do. I was asked if I was walked around the car as is usually done and I told them I was not. I was then told it was okay for me to leave the dealership. If I hadn’t made my appointment over a week ago so I could get a loaner, the long wait to get one would have been okay. But that was not the case. Why did my vehicle not appear on your large overhead screen showing my 10:30 appointment as it has always done before? Was my appointment not in your system? I live in **** and am seriously considering taking my vehicle in the future to the Lexus dealership in Akron which is only a little further than Metro Lexus. I was seriously disappointed in your service this time.

Joe is thorough in describing current work being done as well as future explaining what the next visit will involve so there are no surprises. He is pleasant and efficient. He brings personality to the job.

Exceptional service & ongoing communication about the status of my vehicle.

Adrian Todd is very respectful and courteous he is a people person and very nice

Nick is absolutely the best to work with !

I was able to connect my digital key to my phone. The service Manager ensure me that they would get it taken care of which they did. I really appreciate the effect. They went over and beyond to make sure it was working properly.

Good experience.

Maico was excellent

Professional and courteous

Always excellent service

Please note, this dissatisfaction has nothing to do with the advisor on this visit. Because was one was not generated on my last visit(which you probably won't see in your records as this advisor did not either) The last visit my car was returned to me because I didn't do the tire rotation because I needed new tires and wasn't prepared to do that that day so my car was not even looked at. Had it been I can't help but believe they would have been able to save the rotors. I asked about my front breaks ever since I did the back ones because that advisor said it wouldn't be too far off. Because of it not being looked at I'm going to have to spend more. The guy didn't even refresh the service alert but I later figured that out on my own. Again did not have an issue with this advisor, only the one prior. I highly doubt if I'll return to JM again.

Thank Leo

Easy to communicate, professional service.

He was prompt and communicative

Travis is the best, starting from his handling my frantic call about noon yesterday on how Lexus could quickly help me replace my flat tire. I unsuspectedly had a big nail in the side of my tire which caused a sudden flat after I loaded my car in my garage with a lot of heavy folding tables and coolers for a party. I only made it a few feet down my driveway when I heard a strange noise and discovered the flat tire. When I called Lexus,Travis quickly pulled up on his computer my Michelin tire purchase history of less than two years ago and he told me to tow my car to Lexus and he would work with Michelin regarding a claim. Travis was available when I arrived with the tow truck and he was very attentive to getting the tire replaced and replacement covered by Michelin. I was out the door by 3:45 pm to continue preparing for my grandsons’ graduation party. Travis was very professional and actually calming for me because I kept thinking of what could have happened if the tire had blown on the highway. I was very impressed with Travis and Lexus in how quickly and efficiently my flat tire was replaced and for only $65. Thank you Travis and Lexus.

It was the battery and solved quickly and professionally

JHelen did an Outstanding job

Delilah was very helpful and she continue to take me informed thought out the process of my vehicle service.