Emily Lin

Review of Lexus Store Of Lexington

I had a good experience when I purchased my vehicl...

I had a good experience when I purchased my vehicle brand new in 2015, however, since then, customer service has dropped dramatically. Currently I am living overseas due to my husband s military commitment. Prior to leaving, we had to go through procedures with Lexus to ship my car overseas, they were well aware of my move. I discussed with them that it would still be no problem to have support overseas with them. I ve learned while overseas that international dealerships are different than in the U.S and the care for the vehicle does not carry over. Back in April 2018 I noticed a small rust developing on my vehicle. I took photos and brought it the Service Managers attention via email. No one had responded so I sent follow-up emails with still no response. I had planned to fly back to the states for my baby shower and decided to follow-up there in person. While in the states I still tried to call a few times and was told I would get a call back. Finally, I called once more and was able to speak to the Service Manager. He seemed to be very helpful and asked for photos again and to have my vehicle checked out by a body shop. I sent the photos and let him know that I'll have it checked out when I got back overseas. When I got back home I emailed the Service Manager and asked if I could go to a local body shop or if it had to be Lexus overseas or a specific certified place. He informed me any place is fine and my car is covered under warranty since it was purchased new.. He said he just needed an estimate of how much it would cost and he would handle it. I also got the Xzilon protection on my vehicle and was informed this covered inside and outside of my vehicle. I sent the information the Service Manager asked for. From that point, I had to wait, again. I sent multiple follow-up emails and called multiple times. It was difficult to get a hold of him as there is a time difference. I had informed him earlier on that I needed to get this issue resolved quickly as I was expecting a newborn in the following months. I finally received an email telling me Lexus or Xzilon will not cover the expense and that is why he had not responded. As a customer oriented company, I believe they should provide continuous updates, or at least respond to emails, instead of having the customer call repeatedly to get an answer. This is re-active service and is in no way pro-active customer service. After waiting for a period of time again, and sending emails with no response, I call the Service Manager back only for him tell me now they will not cover it because they need to see it themselves. By now this is already July. I obviously can't bring my vehicle in for them to see. I asked for an alternative solution and the Service Manager then tells me that I should bring it to the local overseas Lexus dealership to review. This was definitely unacceptable for giving your customer the runaround who is 8 months pregnant and asked originally long ago if that was preferred. By now the rust on my vehicle had gotten bigger and rusted more. Over the four months with the hot weather and rain, it s started to ruin more. It is now almost September and I still have yet been able to receive a response from my last email. I would try and call again but with the time difference, a newborn, and from being hospitalized due to complications, it makes it difficult. This is horrible customer service from Lexus and absolutely unacceptable. I would have thought that they would have a higher standard for their customer service and assisting as quickly as possible to resolve issues. We have referred multiple people who have purchased vehicles from this dealership but will no longer do that. They do NOT respond in a timely manner and you have to chase after them to get a response! Issue still un-resolved after 6 months.
*UPDATE* The General Manager had responded very quickly in resolving this issue. I appreciate him understanding the urgency in this situation. He provided a 5 customer service exp. Thank you for being much more communicative and working with me overseas!