Lexus Monogram Service

I recently brought my 2021 Lexus NX300 to JM Lexus for an oil change, tire rotation, and a multi-point inspection. Unfortunately, my experience with the service department did not meet the level of customer service I expect from a Lexus dealership. From the beginning of my appointment, my service advisor was not very welcoming and came across as rude, leaving a poor first impression. After the inspection, I received a text message with an estimate totaling nearly $2,500 before anyone had taken the time to explain the technician’s findings or discuss my options. Like most customers, I immediately looked at the total and experienced sticker shock. I declined all of the recommended repairs. The service advisor called me afterward, but by then I had already rejected the estimate. When I told him I had declined everything, the conversation ended with, “Okay, just the regular maintenance.” There was no attempt at that point to explain which repairs were urgent, which could wait, or that I could choose to approve only certain items. It wasn’t until I picked up my vehicle and paid nearly $200 for the oil change and tire rotation that the service advisor finally explained that I could have approved individual repairs instead of the entire estimate. Had that conversation taken place before the estimate was sent—or even during the phone call after I received it—I very likely would have approved the front brake repair because it’s an important safety item. I also expected that a basic maintenance service at a Lexus dealership would include checking and topping off fluids if needed. Instead, I was presented with a separate recommendation for a coolant service without much explanation, which added to the confusion. I understand that repairs can be expensive, and I don’t expect dealership prices to be low. What I do expect is professional communication and guidance so I can make informed decisions. Better communication would have resulted in a much better experience—and likely more repair work being approved.

Omar is exceptional. Always go above and beyond to ensure his customers are happy. He is very accommodating, very knowledgeable and is always making suggestions and provide solutions to solve problems. Kudos to Mr. Omar.

Love JM Lexus. By providing me with a loaner while my 2011 Lexus was being repaired… I knew I needed a new Lexus . Love the customer service and attention to detail.

. Jeff was very informative

Was told my car would take a bout one and a half hour to repair. After three hours L l went downstairs waited about 15 minutes. Went to a person. And then was given my car If l dud not go downstairs. I could have waited longer. Was very unhappy the way l was. Treated

You might want to think about welcoming and thanking long term customers at service time. I have been a customer of jm for over 25 years would have been nice to be acknowledged

Daniel was very kind, and helpful. The service was quick, before I knew it, it was all finished! Thank you!

Peter was amazing. Extremely helpful, clear & made the visit seamless.

Efficient and transparent. Gave status on my vehicle, so I was in the loop the whole time. Thank you.

Mark was a great service advisor. Pleasant and helpful

Excellent customer service.

Kept me up to date throughout the entire process

Always a pleasure to deal with Lexus.

Service is very good

Very good service

Thanks Bill!

Mark was outstanding . I had several issues with the technical part of the service and he answered them all in a clear manner. He explained the services that were performed . It is because of service agents like Mark that I will use Lexus exclusively for car service. Thanks Tom

I arrived at 1:30 Tuesday, June 23, for an appointment to have my Lexus 350 RX checked for a long road trip and alignment because two new tires had had recently been installed. I was willing to wait for that service as I was told it would take about an hour. No loaner car was available. During the checkup, my service representative said the back braking system and rotors needed to be replaced. I agreed but emphasized I was short of time and assumed when I wasn’t offered a service ride home, that work would not take long either. Since I was taking a long driving trip my service representative thought it advisable to do the replacement now. My car was not reddy till 4:15. Have you discontinued shuttle service? Why wasn’t it offered me. I wasted valuable time cooling my heels in the waiting room and I’m very unhappy.

No replacement camera for my car. I rely on my camera! My driveway is curved and a neighbor parks his car at the end of my driveway which I can do nothing about. need my camera back.

John Nahar is an excellent service technician and I would highly recommend him and the Lexus Service Center.