Lexus Of Greenville

Reviews 3

MA

Mark Vejnar

My review is cautionary. I love Toyota as a company, and Lexus honors the brand and legacy with its offerings. This review is only for this Lexus location, and not the brand as a whole. Weve had three interactions with this location. All interactions have been negative. Parts: I do not order any of my parts from this dealer as it has consistently proven more advantageous to buy genuine Lexus parts from a California dealership and have them shipped. I can only say this parts department is the most expensive I have encountered to date. (I know that everything here in Greenville is supposed to be less expensive than out in California - this is one notable exception) Service: I brought a 2009 GX 470 in to have it looked over. Im experienced with Toyota vehicles, but was hoping a Lexus mechanic would catch something I missed. Three (3) problems with their inspection: (1) brakes, (2) suspension, and (3) CV axles. 1. They found no fault with the braking system; my braking system has a fault that continues to give us trouble. Its too complicated to detail here. 2. They found no fault with the air suspension system; I had to replace a rear air bag the next week. I knew it was bad - they missed it. The maddening thing about them missing it is that I told them it was bad, and then they came out and said it was fine - and then it failed. 3. They claimed "both" boots on the CV axles were bad necessitating replacement. There are actually four boots on a CV axle as any google search will show you. I had inspected all four boots prior to the inspection as its common for shady mechanics to puncture the boots and then report a problem. All four boots were good, and the CV axles appeared new. This dealership came out and reported the boots had failed, and that the CV axles were damaged beyond repair. I had just looked at them a few hour prior. I opted out of having them do the work, and upon arrive home inspected the boots - one on each side appeared to have been cut spraying fresh gray axle grease all over the inside of my wheel and fender well. If the centrifugal force of the rotating wheel had caused that grease to migrate to the tread it could, perhaps, have caused an accident. Lesson learned: hide a few GoPro cameras under the vehicle before letting this shop touch it. Better yet - avoid this shop altogether. Sales: I brought my used 2009 GX 470 in to consider trading it for a used 2017 GX 460 with low miles. In typical dealership fashion they dragged their feet at every turn. We had one question regarding our vehicle: "how much will you give for trade-in". They presented us with some outrageous payment numbers for the new vehicle, and wanted to talk about cash down payments before discussing the trade-in value, but never answered the question. Lesson learned: the parts desk in California probably knows an equally eager sales team that will make the buying process less unbearable. Ill reach out to those trusted parts men and women and make my purchase out west. In basic high-school algebra we learn that there are known and unknown variables. Some variables are unknowable and those equations cannot be solved. When an agent hides, or chooses not to disclose, variables necessary to a negotiation then I feel fairly certain that agent is comfortable with deceptive practices and unethical behavior. This agent choose to make variables unknown, and therefore created an unsolvable problem for a potential customer. Your mileage may vary. Exercise caution. Caveat Emptor.

JA

Jayne Rohl

Several weeks ago our Lexus SUV hybrid required a jump while six hours away from Greenville. The local Toyota dealership (no Lexus dealership close) confirmed we needed a new auxiliary battery and they couldnt order one in time for us to return to Greenville. Upon returning home we immediately made an appointment at Lexus of Greenville to replace the battery. Our appointment consisted of spending over 1 1/2 hours in the waiting area only to have it confirmed - again - that we did indeed need a new battery which they didnt have in stock. The service advisor, Rebekah, told us that it would take 1 to 30 days for the part to come in. Really? In this modern world of global logistics it can take up to 30 days for a Lexus part to arrive in Greenville? Hard to believe. The day after my appointment I received a text from Ronnie saying that I had missed my appointment the day before and did I want to reschedule? I responded that I had indeed kept my appointment and that a part had to be ordered. Was the text a portent perhaps? A week after my appointment I left a vm for Rebekah to see if there was any news about the battery delivery date. There was no response from her that day as I found out later she was out of the office. As an aside, I recommend using an out of office voicemail responder so that customers are not waiting around for a response that isnt coming when you are away from the office. Since I was going out of town and needed to drive the Lexus to carry some items that wouldnt easily fit in our other car, I contacted another Lexus dealership at the location of our trip. They asked me to get the part number of the battery so they could order it and have it waiting for me. The lead time for their parts is only 5 days at the most (not 30) and usually much less. I went back to Lexus of Greenville so that I could ask for the part number face to face. The person in the service dept seemed rather annoyed to have to get the information. When he finally pulled up our profile on his computer, he said there was no record that we had ever visited the dealership and, surprise surprise, the battery had never been ordered. This service rep continued to be annoyed that I still wanted the part number so that the other Lexus dealership could order the part before my arrival. I did finally get the number and I placed my order immediately at Chatham Parkway Lexus in Savannah. Interestingly enough, they charged $150 less for the same part that Lexus of Greenville quoted. If you have a need for Lexus service, let the buyer beware when dealing with Lexus of Greenville.

ED

Ed Gulasy

Made my appointment via telephone and reserved a loaner car for my 30,000 mIle service. My tire pressure warning light had been on for a week, even though I had checked the presume of the four mounted tires manually. When i dropped off the car, I asked service tech for help in finding the reset button. Service tech couldnt find button either, but told me my vehicle might have an auto reset feature or they might need to reset the pressure monitor with a remote control on each individual wheel. They also mentioned that the spare tire had a monitor as well, and they would check that, too. When I picked up the vehicle, the tire pressure warning light was out, so I assumed the problem was fixed. But, the warning light was back on the next morning. I manually checked the pressure on each mounted tire. All were fine, as theyd added a pound of air or so to each. When I checked the pressure in the spare, howevr, which requires 60 psi, I found it was only inflated to 39 psi! Thats remarkably low, and indicated to me that the dealership hadnt checked or filled the spare, even though wed discussed them doing just that. I filled the tire to 60 psi and waited for the warning light to go out. It didnt. So, I grabbed a flashlight and climbed under the dash to look for the mysterious (and potentially nonexistent) reset button. I found it this time, reset the pressure, and the light has not returned over the weekend. While I dont expect the service techs to know every feature of every Lexus model, I would expect that they would take the time to find the answer to a customer question and demonstrate the proper procedure for handling what should be a relatively common warning light. Lexus is a premium brand, and customers pay a premium price both for the vehicles themselves as well as service on those vehicles. Would expect that the service techs would have a higher level of attention to detail, ensuring they perform full checks on problems pointed out b y the customer, especially when theyve agreed to take specific actions. That didnt happen. Ive owned many different auto brands...BMW, Porsche, Saab (pre-GM), Cadillac, Acura, and others. All considered premium brands, and all of those dealerships went out of their way to make sure they took care of the customer. Feeling let down by this experience.