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Latest Alaska Lexus Dealer ReviewsOn 2/5/2017 1:43:05 PM firstname.lastname@example.org wrote:
The Lexus service department has been excellent every time I've been there with our SC430. It is one of the main reasons we are considering another Lexus in the SUV market. I highly recommend the Lexus service department. On 4/20/2013 2:29:51 PM ZeusFaust wrote:
I bought a Lexus out of state and have no other choice than to use Kendall Lexus for service. Overall, the experience and service is honestly terrible. This is why: 1. there is no differentiation between Lexus and Toyota customers. The service staff and managers acknowledge this. 2. the time required to drop your car off for a service appointment and obtain a loaner has taken in excess of 1.5 hours. The only reason I got out in 1.5 hours was because I escalated the issue to the general manager who reluctantly decided to do something to help. 3. there is ZERO management of this dealership. Managers and staff simply stand around doing NOTHING when there are customers needing help and long lines of people waiting for service. 4. I have taken my car in 5+ times and EVERY TIME the ball has been dropped in some way. Examples include: a. waiting 1.5 hours to turn car in for service and get a loaner. b. Loaner cars provided with less than 1 gallon of gas more than once. c. Lexus is supposed to be washed with the service. More than 3 times the car was not washed, no explanation provided, and no willingness from the management to fix the situation. d. parts of the servicing not completed. I paid for air filter changes, but the air filter was not changed and simply left on my seat. Was told they did not have the key to access the glove box and could not complete service. Was not told in taking car in that the glove box needed to be unlockd. e. ZERO ACCOUNTABILITY from anyone including the managers. If one raises a question or issue, no one has accountability or a willingness to do anything. Lack of customer service seems to be an accepted norm. I previously had a BMW and the customer experience and service FAR EXCEEDED what I have experienced at Kendall Lexus. Based on these experiences I am done with Lexus. I will gladly pay 10-15% more for a BMW as the experience and service make up for the higher price. If I were the owner of this dealership, I would instantaneously fire the GM and put in someone who has a basic understanding of customer experience and service....