Not the friendliest of service agents at the front desk. I felt like I was a bother to be there. Maybe it was a bad day for them.
I had a 2:00 o'clock appointment for a state inspection and to meet with someone in your sales department. I drove from my home in Bridgeport, WV to St. Albans and arrived 10 minutes early for my appointment. After leaving my 2022 RX 350 in the service department, I was approached by a gentleman from the sales department who told me that they currently were talking with two customers and would be back to see me once finished. In the meantime, someone was looking at my car I believe to determine the value. I do not know if the two customers they were talking to had appointments like I had. After an hour in the waiting room, I was informed that the state inspection was complete at a cost of $20.37. I left the garage at about 3:20 pm. After that initial contact, no one approached me concerning my 2 pm appointment with the sales staff. Frankly, after driving two hours from Bridgeport and waiting over an hour, since to appointed time, I wasn't interested in hanging around any longer. The state inspection was fine. Everything else was disappointing.
George F
The car was not washed from the outside as they would previously
Everything was great. Very professional team.
The employees at Moses do an excellent job. The showroom and waiting area are very nice.
I do not know who Aaron Casto is. I was never in contact with any one by that name. I spoke with Matthew in the parts department and Jaelea in the Lexus service bay. When I spoke with Matthew on 4/20/26 to check on availability of a Lexus windshield prior to scheduling my appointment, he said he had one in the warehouse and suggested the windshield replacement might be covered by warranty since it cracked spontaneously without impact by a rock or any other object and the TX350 was only two months old with 4200 miles on it. He transferred my call to Jaelea who I understood to be a service advisor. Jaelea and I discussed the windshield situation including the possibility of warranty coverage to which she did not commit. Jaelea made an appointment for the following week and included the first 5000 mile service as it would be due by then.
When I arrived at the dealership on 4/28/26 at 8AM, I spoke with Jaelea at her computer station and we discussed the appointment and my loaner vehicle. I asked about the warranty possibility and she said it was very unlikely to be covered because glass rarely was and would require sending pictures of the windshield to whoever approves warranty and would take 3 to 4 days to process and would probably result in a denial. So I asked the cost of the windshield for insurance purposes she didn’t know.
After receiving the key to my loaner vehicle, I went to parts and spoke to Matthew about the cost of the windshield and availability of it and left the dealership.
The replacement took an extra day due to equipment issues of the glass installation company, but I understood this complication and was able to keep the loaner until the morning of 4/30/26 when my family obligations allowed me time to return to St Albans to retrieve my vehicle which they had kindly kept inside out of a rainstorm with its brand new glass installation. (After arriving home I realized that I did not receive a complimentary car wash with my 5000 mile service as was promised at the purchase of the car. If this was director weather or new glass, I understand but it was not discussed.)
Jaelea was very good about keeping me updated during this time. In one of our telephone conversations, I asked her who Aaron Casto was and she said he had checked my car in on 4/28. I spoke to no one but her and Matthew that morning.
All in all, I am satisfied with the outcome of my service but there are issues with names on the paperwork that were not involved and communication about the warranty which resulted in delays in filing an insurance claim and reimbursement to me from them after I paid the invoice in full.
Check engine light, which was reset, came back on during 2.5 hrs drive home.
The techs always do an excellent job ! There must a new specialist at the check in /out counter. I told him about my squeeky brakes when in reverse and he looked at me as if I’d just needed oil or replaced. Thank God , the pretty lady with dark long hair was up there and heard what I was reporting and took care of the “known” issue the new GX has had. Great knowledge and assessment by this lady ! She knows her stuff!
Aaron was welcoming, accommodating, knowledgeable and professional in our interactions. I brought my car the afternoon before my appointment so I could have the car serviced while I was at a meeting. He addressed my questions and as a result everything ran smoothly and I knew what was going to be recommended to be serviced prior to my meeting starting at 9am. Very smooth process.
Thank you for all your help!!! We love our Lexus!
See my response to your initial inquiry
Good work done in a timely fadhion
Staff very friendly and helpful. Very good service.
Thank you so much for replacing the passenger side window with prompt and efficient service. Very satisfied with the service.
Great service !!! And all of it with a smile! Thank you
Jaelea was fantastic and placed me at ease with the flat tire. She is a great asset to your company.
Dealership is nice, employees are very friendly and the service is always great and goes so smoothly.
Social