Lexus Monogram Service

I came into to pick up my car and return the loaner. We have been in contact with Anthony regarding everything (the status of our car and the flat tire on the loaner). So when I arrived to speak to Anthony, I was told he was off for the day. I was then referred to another representative, who pointed me to another representative Danisha who then walked me to the cashier to pay for my service. The agent who then walked up to me at that moment and rudely with a brash attitude asked me “ what happened to the car” ( the loaner). I was trying to handle my payment and was on the phone with my husband. So I handed him the phone to have him speak to my husband, who was the main point of contact on all of the information. I did that because I felt “attacked and accused “, like I did something wrong. Not like a customer of Lexus. Understating the questions have to be added, but the way it was asked was not acceptable. After the payment process, we proceeded to go back to his office when he explained and incident report had to be filed and that has had to be put back into the car. I again understood the terms, but the way he explained it was accusatory. I then felt I had to keep my husband on the phone to support that we just got a flat, had the loaner sitting in our garage once our AAA changed to the spare. Again, once the flat happened letting representative Anthony know the details. We did everything correctly and again when I arrived felt like I was being accused. I went to fill the car up as suggested to come back to the dealership to be passed off to another representative. He also asked me “ what happened to the car” Walking around the vehicle like I did something wrong. I was then passed to another representative to retrieve my personal vehicle and in the end they couldn’t locate it. I was asked “ the year, model and make of my vehicle” Let me first say, that your dealership was not our first choice due to rudeness and unprofessional conduct (we saw you to get serviced prior) and decided to go back to our home dealership Santa Monica Lexus when I first purchased my vehicle. But due to the nature of the service needed recently, we were forced to come here. That is why the point of contact was my husband throughout the process. I had to pick up my car due to work conflicts on my husband’s end. So to say, this dealership experience was not a good one is disappointing..they are literally walking distance from our home. But, we will do what it takes , meaning driving to Santa Monica to receive the same consistent friendly service. Terry & Courtney Edwards

Updated me on when my car would be ready and provided excellent customer service.

Tony was completely efficient, friendly and took care of my needs as a customer. Thank you!

Tony is the best service advisor! He's been our advisor for the life of the car, close to 13 years. He's on top of what service is needed and ensures my lexus stays in great running shape.

Service representative was friendly and courteous

No comments Lexus give low aprisal then blue book and Oter competitor

Fiona was very helpful and nice to work with.

TINO was warm and friendly and professional and put my mind at ease.

Alfred is a wonderful, very helpful service tech. I like him very much. Crown Lexus should be proud to someone like Alfred. Thank you

Anthony was awesome!!

Gabriel was not only warm and welcoming but also extremely thorough with his assessment and kept me informed on the progress of the service. Everyone (Cordis, Jeff, Dan, Noah, Paul, Taylor) have been wonderfully accommodating and helpful over the years and Gabriel fits right in with the fabric of this great team. Thank you.

Jeff is the best!! He is very thorough when explaining the service he provides.

Hate needing work done to my car but always happy with my experience at Metro.

I always Experience Amazing at Metro Lexus. Service is the very best with a comfortable waiting area and yummy choices of coffee! I wouldn't go anywhere else.

Over the years Robert Melville has always been my hero! With his knowledge and exceptional support he has always kept my Lexus autos running like tops. He has been there for me for so many years, it would be difficult to have my Lexus without him. Thank you, Scott! You are such a gentleman and so very kind. My thanks to you always! ELAINE W

Great customer service and pleasant

Thank you for a good service.

Anthony was extremely helpful, courteous, and responsive. He communicated quickly with texts and calls. He went out of his way to make sure everything was taken care of with my car, and is an example of our good service can impact a car’s brand. Might and day from my previous dealership experience.

Wonderful experience from the appointment process to the checkin, loaner car and repair process.

Fiona was very helpful