You guys did a great job on our Lexus, thank you ????
Simply stated, Justin Baker sets the industry’s standards of what customer service is meant to be. I have never left L O L V’s service department anything other than completely satisfied with the whole endeavor working with Justin.
Great service and Kay was exceptional.
Thank you for the great service.
Service was great your Service department goes above and beyond I'm happy I bought my car from you
I appreciate that my service advisor Kristina Duvall, was able to make arrangements to get my car serviced and the problem taken care of on the same day! Thank you.
Justin always makes you feel like family.
Everything was great. Kristina is the best!
I have been a Lexus owner for 20 years (3 different vehicles). I have never experienced such deplorable “customer service“ and outright lack of safety as I did yesterday at Lexus of Las Vegas. I needed one key fob repaired since the metal part keeps falling out despite it being brand new and another one completely replaced because it was lost in a recent move.
I was charged for labor and another additional charge than what was agreed upon verbally before leaving my car for 3 hours (four separate charges for one key fob gets confusing). Over $600 quote despite cost checking at other cities/dealerships where I was quoted $350. The more questions I asked to understand what I’m paying for , the more angry she got. People who are acting from integrity, don’t need to get defensive so at this point, I am not feeling safe to trust her.
I was told the one that needed to be repaired could not be repaired, I would just need to buy a separate new one and when I asked what’s the guarantee when paying $600 per fob ($1200+ if I added on the other one ) that I’m not going to end up in the same situation with a product that’s defective (The metal part has to be duct taped or it will fall out) she stood over me while I was seated, growling that there’s never a guarantee of anything and demanded I sign her new paperwork that I had not read nor approved, nor could I because my glasses were in my car and I couldn’t get access to my car until I could get her off my back so I could ask someone helpful to bring my car to me. This was my first experience there, so I didn’t know how the system operated or where/with whom, to retrieve my car. She had already been paid at this point so the harassment and stalking was unnecessary.
What ensued was being followed around the property three directions/times while being scowled and hissed at when I clearly was walking away to get away from her. After the third time, I told her I would call the police if she did not get out of my space and stop following me despite very clear verbal and body language to get away from me. She mocked my attempt to set a boundary and ultimately ended up saying behind my back as I walked away a third time (though I could hear her), “go back to where you came from“.
Thank you for reaching out via text. Jenna
The good: My service advisor was very good (Vahagn Nazaryan); you filled my car with gas after recall repair. Given a loaner while car being repaired, thank you.
Poor/Unacceptable: We arrived on time, had to wait in a queue for 15 minutes. You have a systems issue. Returned loaner vehicle and had to wait in a return queue (approximately 15 minutes). Got into my car and a “Maintenance Required” indicator comes on. After all the waiting I drove the two hours home and called service to find out how to dismiss the light, also asked why they didn’t notify me what maintenance was needed when they had the car in the shop. I was told by the service manager (Don) since service wasn’t part of the “scheduled repair” I wasn’t notified. I asked how to clear and was told they weren’t allowed to tell me. Totally screwed up. I hope I never have to come back.
Kristina is ABSOLUTELY THE BEST!
Thank youuu for your excellent customer service!
Kay Andrade goes above and beyond making me feel I’m in good hands
With both her and your technicians!
I appreciate the clean car once I pick it up and the various food and drink items in lounge area.
All your services and team members keep me coming back!
All employees in auto service its very friendly and professional.
Kay ( our service manager) is the best , very personable, knowledgeable and very professional. All the staff at this dealership are excellent. Customers are always happy when they leave the place from what I have observed . Thank you for maintaining an excellent customer service to your clients .
Thank you Kay for being a great service advisor
I cannot emphasize enough how happy we’ve been throughout the years (and still) with Justin Baker’s service. We’ll continue to be customers as long as he’s there, we feel so connected to him after all this time. Thank you for your continued excellence!
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