Lauren Rolls

Review of Kuni Lexus

As my first experience at this dealership, it was ...

As my first experience at this dealership, it was not how I felt Lexus customers (especially long-time Lexus customers like myself) should be treated. I called and spoke to someone who was not in the service department (it was closed at the time) about my issue, he estimated it would cost $700 to fix. I took this with a grain of salt since I was describing my issue over the phone and he was not in the service department. Once they got my car in, it became a $1,200 fix. A few days later it was a $1,700 fix, I asked specifically if this was $1,700 for everything and he said yes. Then the day I was going to pick it up, I owed $1,900 instead because he forgot/neglected to mention the diagnostics test cost. I was highly frustrated and expressed this to my consultant. He explained there is no wiggle room to roll the diagnostics test cost in. This is simply outrageous to tack on last minute (or at all), especially with my service bill approaching $2k. When I went to pick up my car, I asked to speak to a service manager but he had left for the day. My consultant was able to knock half of the price off for me which was a step in the right direction. My car was not washed or pulled up for me (something I've experienced at every other Lexus dealership) after waiting in the service line for about 1/2 an hour. To be fair, part of this time my consultant was working on the diagnostics test cost issue. I called that following week to speak to the service manager, Kelly Kennedy, and we had a great conversation in which he promised to look into the details and get back to me with a resolution. That was over a week ago and haven't heard a peep. Left a message for him as well a few days ago. No response. Very disappointing customer service and not up to the Lexus standard.