Herb Phillips

Review of Lexus Store Of Lexington

Today was the worst experience we have ever had at...

Today was the worst experience we have ever had at a Lexus dealership. (We've owned 6 Lexus, two were bought new from this dealership when it was in Nicholasville.) I'm a 25 year jet mechanic and a 22 year former Toyota plant technician (retired) who discovered long ago that besides the vehicles the dealership experience was far superior at Lexus compared to Toyota. We all remember "The Relentless Pursuit of Perfection" right? Read on.

When we arrived for our alignment appointment (10 minutes early) we were immediately greeted and ushered into an empty cubicle and told someone would be with us shortly. There were several other (manned) service cubicles busily tending to other customers but our guy never showed up. After 15 minutes I went back out to the check-in desk and asked a young fellow where my guy was. He suggested that "maybe he went to lunch".

Whatever. He wasn't the same one who ushered us to the empty cubicle but whoever it was should understand that you don't drop a set of Lexus keys on an empty desk, walk away and never follow up on whether the customer was served.

I told the check-in fellow that our ride was waiting and we were going to lunch but I wanted to ask about the price of getting an oil change and a few other items. The fellow said he had no idea of costs. I told him we were done waiting and to ask the service writer to call me with the info because we were leaving.

We finished lunch. It's now been over an hour and 15 minutes since we left. I had never gotten a call so I called to get a status report. I was told they were just finishing the alignment. (No word on the oil change so I decided to forget it).

We returned and were told the car was finished and being taken to the wash rack. I asked to see the alignment results and noticed that one of the dimensions was still in the red. I asked why. I was told that it would take new bushings to get it to factory specs.

End of story. No quote for the repair, just a "nothing to worry about" sort of comment. (Ok, maybe I wouldn't have liked the price but it's odd that a repair was not offered.)

Whatever. At this point I just wanted to leave.

So the car is still in the wash rack so we should "go wait in the lounge and I'll come and get you." A half hour later I checked back and asked how long does a wash take? 15/20ish he said.

I paid the bill and went back and waited another 20 minutes. We notice that a lady in the lounge that came in after us was told by her service writer that her car was ready. At this point my 74 year old wife is finished with the place and wants to go home.

I went back to the cubicle. My keys were on the desk.

He saw me and said "I was just going to get you". He handed the keys to his buddy who parked the car outside in the rain for us. (Close to the door but everyone else was given their car in the covered area.)

I began to notice that I had the oldest $80,000 car in the place.

I'm now wondering at what vehicle age or mileage they stop giving a damn. I'll never find out as we are going back to the Louisville store hereafter. They treat you like you are important to them. We are considering a new Lexus and will be shopping there. Yes we have the cash in the bank. It's just that we love this thing and see no reason to give it up.

The three stars I've given here are for the nice facility, the free wash job and the attention from the sweet concierge woman. The Lexington parts department has also been helpful to me in the past.

My car was brought very close to being within alignment specs. Good enough for an old man with a beater I'm assuming. I'll get it perfect soon enough but not here. It deserves better.