Lexus Monogram Service

Pleasant experience took less than an hour was very happy

All great service

Great customer service

It was excellent service thank you

Quick and through

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?

Outstanding service very knowledgeable service agent recommend to friends and family.

First time with Jesse to have my service done. It was great. Thanks Jesse

Kristina Duvall, did an excellent job helping us to fix our car and she is very attentive to details !

Now that you are charging for credit card use, and you don't have any signs that say you don't accept checks, we were forced to pay the 3% fee. You have just lost another long time customer.

Tino and the team always do a great job.

Everyone is so nice and accommodating - from the moment I stepped out of my car to the moment I got back in. Awesome job!

Joseph was very courteous , helpful and explained everything .

Ernesto was perfect for us!

We are very impressed with Lexus of Omaha. We were spoiled with our Fort Worth Lexus dealership but feel we have found a great one here in the Midwest. Thank you

Very helpful. Did a complete vehicle check before warranty up

It may be my imagination but if feel like I wasn't treated as well as expected because I purchased my Lexus LS 500 at a different dealership. I asked about remote start when I dropped the vehicle off. I was told they would check on it. Once I picked up the car I was told it had remote start and they will be able to activate it when I bring it for the next service. It seems like a lot of key features have not been activated on my vehicle and I expected to be able to truly experience Lexus.

Chris Santos is a true professional and a stellar representative of Lexus. Chris consistently provides exceptional customer service and personal care. I will always trust my RX450h to him…all of his recommendations for service are clearly explained. Just another fantastic experience! See you soon, Chris!

Very professional and great service

Good service.