Lexus Monogram Service

Cassie is fantastic!!

Always very satisfied with the service that I receive at JM Lexus everybody’s very courteous and professional and I appreciate that very much.

Leo is a very knowledgeable service advisor, he was very effective in helping me with all my questions. He guided me through the service process. He has many suggestions to help me with my decisions and has many recommendations to keep my Lexus running smoothly! I will give Leo a five star review ! Thank you Joel C

Joe went beyond helping me He answered all my questions and if he did not know the answer he would have no problem answering for help

Maico handled the service appointment with efficiency and professionalism….he was a pleasure to deal with.

Joe is a true definition of an exceptional employee. super attentive ,super professional and very caring. he is my new go-to service advisor at JM Lexus.

Excellent service

Straight forward and ensured prompt communication.

Cabana

Always feel well treated by Joel and his team.

Very nice person to deal with and prompt response

Nick went above and beyond for me last weekend. Incredible customer service, you have an outstanding employee. I will literally stick with Lexus because of Nick!!

Everything and everyone were professional and courteous and helpful with a few questions we had

was stuck in holding area and hour, watching others being served, before I went to chase down my advisor. Apparently my paperwork got lost even though I was told a couple of times that I should wait. Too bad, I was hoping to use JM to replace my previous dealer.

Thanks

Chris is wonderful. I am always beyond satisfied. Thank you

Marc made me very comfortable and he was pleasant to work with.

Hector provided absolutely superb customer service.

I never dealt with Lexus of Cleveland

Over the years, I’ve taken numerous vehicles to various dealerships for service, but my recent visit to the Lexus dealership stands out as the absolute worst experience from beginning to end. What should have been a straightforward routine maintenance appointment turned into a frustrating ordeal marked by poor communication, inefficiency, and questionable attention to detail. I had scheduled an 8:00 a.m. appointment and arrived a bit early around 7:20 a.m., hoping to get a head start on my day. Upon checking in, I was informed that my assigned service advisor, Kay, wouldn’t arrive until 8:00 a.m. He made it sound like my early arrival was an inconvenience, emphasizing repeatedly that she is coming in at 8am, might show up “a bit sooner”. I suggested switching to another advisor who was already on site to expedite the process, but he flatly refused, insisting that Kay would handle it once she got in. After confirming my phone number, he finally dropped the subject, but the interaction left me feeling dismissed and undervalued as a customer. This raised a bigger issue with their scheduling system: Why book appointments at 8:00 a.m. if the assigned advisor doesn’t start until that exact time? It seems like a fundamental flaw in their process, one that could easily be avoided by aligning appointments with staff availability or offering flexibility to reassign customers. Instead, this set a negative tone for the rest of the visit. By 9:00 a.m., I still hadn’t heard a word from Kay, and with a pressing need to have my car back before 11:30 a.m., I decided to call the dealership myself. The operator explained that my service had been logged as a “drop-off,” which apparently meant it was deprioritized in favor of customers waiting in the lobby. She kindly updated the status to reflect that I was waiting on-site, assuring me this would speed things up. Shortly after, Kay did call to say the car was finally being pulled into the service bay. While I appreciated the operator’s help, it was baffling that the initial check-in process hadn’t captured this detail accurately or that Kay never bother to call and ask. The car was ready by 10:00 a.m., and I received a notification to that effect. However, upon reviewing the multi-point inspection report, I was shocked to see that everything, including the windshield wipers, had been marked as “green” or in good condition. This was despite the fact that new wipers had been recommended during my previous service visit, and the current ones were clearly worn out—leaving visible streaks on the windshield from recent rain and dust. Even the check-in video provided by Lexus showed these streaks plainly on the windshield, so it’s hard to understand how the technician could have overlooked something so obvious. This oversight made me seriously question the thoroughness of the entire inspection: Was the tech rushing through it? Were items just being ticked off without proper examination? As a customer relying on these reports for vehicle safety and maintenance, this eroded my trust in the dealership’s service quality. To address the wiper issue, I messaged Kay through their UpdatePromise platform inquiring about the cost of replacements. Unfortunately, I never received a response. When I arrived to pick up the car, I found a sign on her desk indicating she was away. I was helped by another service advisor. In summary, this visit was plagued by scheduling mishaps, poor internal coordination, inadequate communication, and subpar inspection standards. As a loyal Lexus owner, I expect better from a premium brand. I hope the dealership takes steps to improve their processes to prevent similar frustrations for other customers.