Lexus of Austin

Reviews 3

RA

Raffi Nasr

One small repair, almost lead to a fatal mistake. (This is a condensed version of what happened in order meet the character limitations) I just needed a new windshield wiper. They informed me that I needed to get my CV boots replaced. I picked my car up, drove home to pick up my family so we could all go to dinner. I had a full vehicle containing my grandmother, girlfriend, sister, father, and mother. We drove downtown for dinner, once we arrived in downtown Austin I started noticing an unusual noise when I would stop. After dinner I noticed on the way back home that something was definitely wrong with my car. My brakes slowly started to deteriorate, and I started hearing very bizarre noises come from the front of my car. I was exiting Mopac when my brake almost entirely cut out. It would take me a few hundred yards before my car could stop. I was miraculously able to make it back home in one piece. To say the least having your whole family in the car, with the breaks going out is a traumatizing moment. The next morning I towed my car to Lexus and explained what occurred. I was called a few hours later and told that the mechanic that put my CV Boots, forgot to tighten my brakes. My brakes were so loose, that brake fluid sprayed all over the inside of my left rim and damaged it. The person I spoke to apologized, told me he felt bad, and admitted that the mistake was their fault. I was told I would not get my car back till Monday or Tuesday. When I picked up my car, I asked to speak with the manager, and I was walked into Brian the manager’s office. I started off by saying, to say the least I am not a satisfied customer. I brought to his attention that I cannot think of a more problematic error than damaging the brakes of a car. I said that I was lucky that I was not in an accident for my families sake, and I said that he was lucky that we weren’t in an accident because that could of resulted in a multi-million dollar lawsuit. He informed me that the mechanic who fixed my car was suspended. I told him that my sister and I enjoy coming to this dealership, and we both plan on purchasing new Lexus cars from this dealership in the future. Then I asked what his plan was to fix the situation, and turn me from an unsatisfied customer to a more than satisfied customer. At this point he made it clear that his main goal at this point was to gain my trust no matter what it took. So I suggested that they take care of the rest of the repairs they suggested earlier, and that is all it would take for me to be satisfied and have my trust regained. Brian told me I would be refunded, and the repairs would be a small feat compared to getting back my trust. THIS WAS FAR FROM THE TRUTH. Two days later I received a call from Brian, and was told that “they felt they had done all they can do with the refund of the repair.”. They also said I was “playing the what if game”. To say the least I was furious. I then called customer service at Lexus corporate. The woman whom took my report was very sympathetic, but she just forwarded my report to my case handler. The person that handled my case informed me that Lexus could not do a damn thing to help me because these are privately operated dealerships. FORGETTING TO TIGHTEN THE BRAKES IS AN UNFORGIVABLE ERROR. There is no other service in any other industry with a mistake even remotely comparable. Lexus of Austin and Lexus corporate is fortunate that my family was not in an accident with multiple fatalities, which would have been a multi-million dollar lawsuit. The only reason I would back is due to the fact they are the only Lexus dealership in Austin Texas. To say the least I won’t be purchasing a new vehicle from this dealership, due to incompetence.

VA

Valerie Borchers

Excellent Customer Service for Excellent Product As a car brand, Lexus does not need additional proof that it stands above the rest in terms of luxury vehicles. What you may not realize, however, is that Lexus also provides excellent customer service that is as luxurious as its product, if not more so. Last week, I purchased a car on my own for the first time. Id known I wanted a Lexus, but Id never directly dealt with dealers; I always had someone do it for me. This time, I got pre-approved for credit online and made an inquiry into the vehicle I wanted. Ross Rountree promptly emailed, called, and texted to let me know he was available for any questions. I was both eager and nervous to begin the process. Unfortunately, I had a meeting to attend and wouldnt be able to call Ross, so I texted and he replied. He answered every question, gave advice, and offered a great price. Before my meeting was over, Id pretty much sealed the deal to buy the car. Who wouldve thought that I could make a car deal over texts!?!? It was awesome and efficient. The next day, I reported to Lexus of Austin where I was greeted pleasantly and dealt with professionally by every single person I encountered from the moment I exited my car to the moment I drove off the lot in my new car. Ross worked with me to finalize the process and gave me clear expectations of my whole visit ahead of time. He worked with me when Id forgotten to bring my car insurance, gave me a great deal on my car trade in, and helped me out when Id forgotten my checkbook for the down payment. Lesser professionals wouldve been exasperated with me, but not Ross--if he was, I never knew it. He was professional, patient, calm, and friendly every second. Megan McDowell guided me through the financial process in a pleasant, friendly manner. She was extremely professional as she explained every step in financing my new car. When I complimented her and the rest of the Lexus employees Id encountered on customer service, she shared how that is a huge priority at Lexus of Austin. It showed. I shared with Megan how my mother, a former Lexus owner, changed over to Cadillac due to the poor treatment she received at ANOTHER Lexus dealer in another city (not Austin). Poor treatment and no honoring her former loyalty to Lexus led her to leave the brand. She regrets it, but refuses to return to that Lexus dealership. Why dont all people or businesses realize how important customer service is??? Finally, I met with Geri Flore who led me through a technology boot camp. She showed me how to use every button and dial with a good-natured sense of humor and laid back yet professional style. I have never dealt with Lexus prior to this experience, but I know that it makes me glad I chose them for my car purchase. Im certain all future encounters will be of the same exemplary caliber. By the way, my mom intends to return to Lexus, but Ill tell her to use Lexus of Austin this time! She wont be disappointed.

AM

amanda summers

Im a new Lexus owner as my last 2 cars have been Mercedes and today was my first and last time I will ever use Lexus Service Department. I am so disappointed with the level of service provided and complete disregard for wasting my time. Due to having to wait over an hour to get a loaner I missed a meeting and Lexus cost me money in my business today. I am used to a higher level of service and was told that services with Lexus was superior to Mercedes and after today I cant agree to that statement. I had my appt time at 11 today. I arrived over 20 mins early so that I could get my loaner car as I had an appt at 11:30 I had to get to. It took 1 hour and 5 mins to get processed and to get a loaner car. After explaining to the guy that was assigned my car that I was under a time crunch and was going to be late to a meeting he told me it was going to be 15 to 20 more mins until I could get a car as I was number 7 in line. I moved my meeting 20 mins later to accommodate the fact that I had to wait. it took 35 more mins to get a car when I was told 15 to 20. My tech didnt seem to care that I was in a hurry and try to get me a car faster. My place in line was my place in line. I finally get a loaner. Girl taking me to car wants to me sign off on status of rental car before I am even able to review car for damage. I finally am able to leave and my client then cancels on me because I wasted their time due to Lexuss delay. I come back to get my car. No one greets me. I have no idea what to do with the loaner so I park it in the service drive way, leave the keys in the console. go to front and ask for my car. no one asks me about loaner and not until I have driven off do I realize the car is just still sitting in the servicing area. I filled it full of gas and let the keys there (just like I did when I was greeted when dropping my car off) and I hope its ok. Its like the service dept is too busy and no one cares. No one cared it was my first time there and explain things. No one cared that I had to wait over an hour for a loaner I was already scheduled to get. No one asked me how my experience was today or this issue would have already been addressed. Someone should have called me and let me know there was a delay before I drove up from South Austin to drop my car off. Had I know I would have rescheduled the service to a better time for Lexus and for myself. I was sold on the Lexus car and story. I had such a positive experience with my saleman that I have highly recommended Lexus of Austin to my network of friends, family and business connections. Now they will hear this story. I have used dealership services at Mercedes for the last 6 years with my last 2 cars. I would rather drive to San Antonio then deal with Lexus of Austin. I am very angry. Im sure they will value me as a client and my time.