Always a wonderful experience when having to service my Lexus.
Joel provided exceptional service
Always feel well treated by Joel and his team.
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.
I appreciate the service reminders, the ease of dropping off and picking up and the car wash as well as the personable atmosphere
Kristina does a tremendous job every time I am there. We feel very safe when Kristina is handling our car for us. She’s incredibly kind, very professional and pays very good attention to detail.
Please put everything in writing & send it to my email address: I hate texting because I’m inept at it but can still do more from my iPad or laptop than from my phone. Will need some training to use my phone for more than talking. Old school, I know!
Thank you,
Joan
There was very good experience. Thanks for all Lexus service team members.
Thank you for everything.
For me wasn't very long. And my service advisor was very professional as well as courteous.
All I can say is upon arrival o greeted by a very courteous and professional gentleman who took my vehicle in for service. I also was granted by Mr Vince Carino a soft spoken gentleman to explain tome the required maintenance and given me the estimated cost of the services rendered.My vehicle was done early. It’s washed and clean. I truly appreciate all the work and support in providing an excellent service. Thank you for the follow up.
Javier was phenomenal as always.
The folks there are always friendly and courteous.
Top tier service
One of the best deal ships in Las Vegas nv
Extremely experienced and professional team
Nothing but the best with Sahara Las Vegas
Javier and glen and the valet team are all super stars
Good Service and Excellent job
Henry is always very professional, detail with what services is needed and being done to my car. Debra C
Henry Montoya was very kind and helpful so I am very grateful.
Always excellent attentive service
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