Performance Lexus RiverCenter

Category:	Lexus Dealer
Address:	633 W 3rd St, Covington, KY 41011, USA
Phone:	+1 859-547-5300
Site:	lexusrivercenter.com
Rating:	4.5
Working:	9AM–8PM 9AM–8PM 9AM–8PM 9AM–8PM 9AM–6PM 9AM–6PM 12–4PM

Location

Photos 100

Reviews 4

Laura Evers

As a first time buyer of Lexus I purchased a L/Certified 2015 ES300h on Thursday, February 11th. I returned the morning of February 12th to have the car properly detailed because it was not done thoroughly the first time. Overall, my experience with Performance Lexus Rivercenter was mediocre. I understand things happen, and having worked in the customer service industry I tried to be polite and courteous through the entire process, but moving forward I think I may consider taking my business to the Performance Lexus in West Chester.   Pros:  The entire space is beautiful and clean. The cars look like they are well cared for. Several associates greeted me with a smile in passing. Brenda (the concierge) is always incredibly helpful. The cookies are delicious. My car is a dream come true - the hybrid has surpassed all my expectations and I know this car will enhance my time on the road tenfold over my old car. Wesley (the technology specialist) took the time to explain to me all the bells and whistles features, which was nice because it felt like other associates wanted me in and out since I paid completely upfront and they weren’t going to make money on me because I wasn’t financing. The suggestions Wesley made improved my driving experience dramatically.   Cons:  There is a confusing change to the new L/Certified warranty policy. No booklets are available so I had to ask for written verification of what is included in the CPO warranty after the factory warranty expires. It was difficult to get a straight, concise answer. I had to return to the dealership because when I drove away the first time, after examining the interior in the sunlight there was a thin layer of dust on the dashboard and the glove department and interior on the two front doors had dirt smudges (I have photographs with a time stamp attached to prove it wasn’t me). When I returned immediately the next day I was told it would take twenty minutes to be detailed and it wound up taking over an hour. The service associates seemed less than pleased that I didn’t have an appointment, even though I told Nikki (the internet sales manager and who I purchased the car from) well in advance I would be returning to have the car detailed and I received an e-mail confirmation from her that it wouldn’t be a problem. I felt like I was a nuisance for having returned, even though it obviously wasn’t my fault.   I also learned they had misplaced my second set of keys (two sets of keys are guaranteed) so they have to order the second pair. No big deal, except that now I have to return a third time to have the key programmed when it arrives. Nikki said they could have someone come to where I work to pick up my car to have they key programmed, which is a nice service, but are they going to reimburse me for the fuel it takes to drive my car from Sharonville, OH to Covington and back? Also that means a complete stranger will be driving my car…    In summary, there were a lot of little details that made me feel like I wasn’t valued as a customer. No one was outright rude to my face, and Nikki was kind and apologetic, but I felt rushed and like I was inconveniencing them for something they should have done correctly the first time. It seems like communication among departments (sales, service, etc.) is very poor. I also felt that because I am young they took advantage of me being nice and being a little naive since I was a first time buyer. My Mom has purchased two Lexus cars from Rivercenter over the years, which is why I went to Rivercenter, but she is now also thinking about buying her third car this August from Performance Lexus in West Chester. I give Rivercenter three stars because when all is said and done, it truly was “okay”. Brenda and the “wow” factor of the car even out my other less than pleasant experiences. If a manager is interested, I would be open to having a conversation over the phone to discuss what happened in more detail.

Laurie Peters

Just made our third purchase from Performance Lexus Rivercenter and couldnt be happier. When we decided to trade our IS250 AWD in on a GX460, we contacted Phil Booth because we had a great experience with him throughout the purchase of an IS350C several years ago. At the time PLR didnt have what we wanted, so he referred us to John Milazzo (also fabulous) at Performance Lexus in Cincinnati. Two days later, on our way home from a fruitless trip to an Indianapolis dealership, we saw a gorgeous GX460 on the PLR website. My husband called Phil and told him I was on my way over. It was late in the day when I got there to look at the car, and I think the dealership was technically closed by the time we completed the deal, but Phil and everyone else we dealt with acted like they genuinely wanted to see us make this purchase. When I returned the next day to pick up the car (they still had to complete a safety inspection before I could take it home), Phil set my personalized settings and paired my phone for me, taking enough time so that I was comfortable even though he was being paged and his phone was ringing non-stop. Phil definitely made the process of this purchase quick and pain-free! We highly recommend contacting Phil Booth if youre in the market for a new or certified Lexus; he definitely has all of our future business!

trong pham

april 8,2013 At lexus River center---is a FRAUD FRAUD- They agree to sell me a certified lexus rx350- and then want me to paid half of the cost of the replacement new tire. They advertise the car price at certified used but have all four tire are BALD !! are you serious. later lies about it said they are not The dealer general manager LISA BERNSTEIN was involve but then never call me back that is terrible management. so after all that, i had agree to paid half cost for the new tire. the next day i came in to buy the car. the saleman told me the car was sold. Still havent recieve a phone call for Lisa Bernstein. who suppose to manage the dealership. a couple of day later i still see the ad for sale on this car that they told me it were sold. SCAM SCAM later i talk to another saleman that told me they take it to auction to sell it. Finally i call in and confront them about the situation again I try to reach out to the dealer manager LISA BERNSTEIN. well you guest it right again she not there again and again. wounder what kind of bussiness they are run.? Thing doesnt add up ..they lies and lies... people please think twice before you come to Lexus river center. to do any bussiness with them. DOES THE OWNER OF THE DEALER KNOW ABOUT THIS. GOD BLESS

A Private User

Lexus Rivercenter is a cut above every other dealership I have ever worked with. I think many consumers (myself included) go into the car buying process anticipating that we will be take advantage of but I can honestly say that my experience at Lexus Rivercenter was completely the opposite. My salesperson, Paul Suchanek, listened to my wish list and took the time to search other dealerships’ inventory for the exact car I wanted instead of trying to push me into something they had on their lot. He asked what I hoped to pay and then worked with me to find a way to get as close to my desired price point as possible. I was happy with where we ended up and I was thrilled with the process because I truly felt like he wanted to help me get the car I wanted at the price I wanted. I have had an equally good experience all FOUR times I have purchased a car from Lexus Rivercenter (and Paul) and the few times I have had a car serviced at Lexus Rivercenter. And speaking of having a car serviced there (or waiting for your car to be washed, which they do free for all buyers), the waiting area is superb. It is like a classy, comfortable living room!