While previous experience has been fair - my recen...

While previous experience has been fair - my recent visit has been downright horrific.

My Certified IS250 was brought in for some minor rust build up, and the service advisor taking charge, whom I will not name, made it clear that all services will be taken care of without any monetary obligations from me.

The experience from that point moving forward was nothing but unprofessional. Once my vehicle was brought in, the advisor went silent. I reached out to connect with him and left emails, texts, and voicemails to follow up on the status of my vehicle, but only received silence. Only after a fellow service advisor nudged a little, he finally reached out after 6 weeks.

After informing me that things were delayed due to paperwork that needed to be submitted, the advisor assured me that the service would be complete within the week. More than a week goes by without any updates. When I finally received a call from the services department, it was only from the service director himself essentially querying why my vehicle was sitting in their lot for so long.

Ultimately, warranty has expired, and any commitments the advisor conveyed were rescinded.

While it is understandable that warranty has expired, not acknowledging the advisor's false commitments while also keeping my vehicle for 7 weeks was the most upsetting.

After coming into the dealership to return the loaner vehicle, the advisor never approached me to offer an apology but instead pawned me off to the director and disappeared. The lack of accountability is insane.