Lexus of Austin Reviews

No one would reply to your message or request, including this "Jim Crawley General Manager", I sent him an email two weeks ago but didn't get any feedback.

Service Center is excellent and has been for the 100,000 miles I have on my car so would highly recommend them. Sales Department, on the other hand, does not seem to be very interested in selling me a new car. I wandered in last week when I left my car and asked about 7 seater SUV s. The salesman waved me towards the larger cars and left me on my own to check the cars out. No be back in a minute. Just disappeared. So five stars for service but only in the Service Department!

Excellent service with customer care. Kristi was outstandingly helpful

Outstanding staff and service. Wounderfull vehicles and took great care of us

Save your money, go to Park Place Dallas. If you're stuck here because it's the only Lexus dealership in Austin, I'm very sorry you've either been conned by this lot or had no idea the mess you were getting yourself into.

To be frank, the management here would be unacceptable for a shop that sells single cigarettes. They are incredibly disrespectful, rude and pretentious. Either the "manager" of the lot, Paul, has almost no control of his employees or there is such a breakdown of communications between the people under him and himself that they cannot get simple rules to followed like setting the alarms off excessively which have prompted to residents of the apartment across the lot to file noise complaints to the city and call the police.

Quick and safe. The service was all done in 1 day.

Awesome experience!! I always enjoy working with Kristie and Jaime.

The most painless car buying experience I've ever had!!

I would strongly suggest seeing Raul Avalos with Lexus Certified Preowned. He was great to work with, up front, got me a great deal, and extremely focused on client satisfaction. It was a great experience.

Lexus of Austin truly is the dealership where you get personalized treatment.

Service is good and the cafe is probably one of the best I have seen at car dealership.
But they are really overpriced and a single flat tire replacement cost me $300 and that was the least expensive option

great service, but Lexus interior design is behind its competitors

These people will lie about what they have on hand just to get you in the door. Sketchy tactics

Excellent shopping experience. The staff were very friendly, not pushy at all and I was able to get all the information about the vehicles I was interested in.

Although I am happy with my recent Lexus RX350 purchase and the salesman, I am in complete disgust and shock with what happened in Finance. Clifford Jacobus, my finance manager, took it upon himself to call a "friend" on their cell phone, NOT my employers business phone, to verify my employment. This so called friend he called is a co-worker of mine and is NOT in HR or the Admin department and has no authority to verify my employment. Clifford then went even further by discussing my car deal with this gentleman and going into specifics such as my trade, trade value, equity and the terms of my deal. How I know these details is because when I showed up the next morning, my coworker congratulated me on my purchase and then went on to tell me all the details of my purchase and how Clifford had questions about how I owned free and clear a 2013 RX350 and why I was wanting the terms to which I agreed. Nowhere on my finance application did I put my coworker's number, whom he called, and it is was my understanding that the information provided on the finance app document is private and confidential as should be the terms of my financial transaction with Lexus of Austin. I did not know it was ok to "gossip" around the town with your friends about an individuals financial information. Clifford handles sensitive information such as SSN's, DL numbers, etc. How do I know my information is completely safe with him? How do I know my information has not been compromised? This is a complete travesty and I hope all that read this and purchase from Lexus of Austin use caution and stay away from Clifford in the finance office. If you don't, you may need end up having to hire an attorney such as myself.

Took our car in for service and the staff were very nice and courteous . I do plan on buying another Lexus because they are good dependable cars .

Lexus has the best customer service I have experienced. Great cars, great service.

This place makes waiting for your car to be serviced enjoyable because the people are so nice, the service is quick and the free coffee/snack bar is awesome! And they now have Oat milk for us lactose-free people! Joking aside, my service coordinator is Matt LeBlanc who always greets me with a warm smile. He answers all of my questions, gives me good advice and usually has my car back to me in under the time quoted! I've worked with several others, but Matt is the best!

Everyone was friendly and helpful plus all details were explained well.

Excellent deal, service and experience. I highly recommend this dealership and team. Many thanks once again, it is much appreciated.

Since I have purchased my Lexus I have been high impressed with the client service I ve received thus far. I would definitely recommend this dealership to my friends and family.

Rafferty is always on top of things when we come into Lexus of Austin! Very accommodating as well as all of the staff. I never have issues going in and picking up a loner while my Lexus is being worked on. I love the complementary cleaning they offer after my vehicle is being maintenance. The waiting area is always clean and comfortable, plus You ve got to love the free coffee & pastries! Feels like I m in a coffee shop and not in a dealership service waiting area.

Fabulous! Why didnt we buy a preowned Lexus years ago? Great value, treated us like royalty, stress free purchase. We love our car!

I love this place as a dealership and for service! My family and I have been coming here for years with no issues. I've always been treated very well here and they have always done great work on all of our Lexus cars.

Wish I could give 0 stars. I was told I needed new power steering at almost 3k to pass state inspection. I took the car to my mechanic that I ve used for years and trust implicitly. He said nothing was wrong with it. Buyer beware!

Nicco and the sales team did a tremendous job in going the extra mile to get a deal done for us. Another reason why we leased another Lexus!

I've driven a Lexus for years not only because it's a superb vehicle but because the service and personal treatment is beyond excellant. Lexus of Austin is the best!

Worst experience ever. 1st time came here for state inspection, they were very helpful but 2nd time was awful. They said they don't do state inspection anymore but because we are customer they said they will do it. They told us they are full booked and we need to make an appointment, while trying to find good time for us she keep asking why we don't do at other dealership. Is this how you treat a customer???

This is my second purchase from Lexus of Austin and I couldn t be happier. From Sales to Seevice they and their sister dealership in Lakeway are top notch in their communication, fairness and effort to get things right.

Great showroom and coffee bar. Got one of the best lattes ever. HOWEVER, some employees acted SNOBBISH. Professionalism is one thing. Acting stuck up is another.

I am new to Austin and read some reviews via social media about Lexus of Austin, which were concerning. I originally made an appointment with Lexus of Lakeway, but due to my schedule had to cancel. Since Lexus of Austin had a Saturday opening, it was more convenient with my busy schedule.

Upon driving in the Service bay, I was immediately greeted (and it was early in the morning). My service technician, Jaime, provided an outstanding customer experience. He was kind, concerned, and extremely thorough with explaining some of the services I needed. What I loved also is, He wasn t overbearing and he didn t act like a salesperson.

I am so glad things worked out for me to go to Lexus of Austin, because the experience was great. Even checking out with Andrew was fantastic and purchasing an item from Landan in Parts.

I would encourage people to try them again, it was a super experience!

Jamie and the technicians provided professional services as always. Nice and patient explanations about the details of the maintenance.

Adam Charnes in service always takes care of me and listens to what I have to say and fixes the problems. He Saved me tons of money too when I was told my sensors needed replacement but actually needed to be just recalibrated! He also got me a new shiny nut for my wheel! Highly recommend

Got a flat tire today. Thought it wasn't a big deal and it would probably just get patched. I ended up needing a replacement! The initial price was 409.91!!! Felt like a kick between the legs! But lexus came through, more specifically Ralph A. Got me the exact same tire at a little over 2/3 of the the price! If I have one thing to say about lexus, it's customer service! They go above and beyond what anyone else will and then some! Thank you Lexus of Austin!!!!

My wife own a Lexus , Lexus of Austin staffs were very knowledgeable ! We have a stressed free experienced in purchasing a lexus. Elise one of their sales rep was very friendly very knowledgeable with the features of lexus cars
very helpful in every way.

Great purchasing experience! Finance is another story though..

Can't take away a star for location! Wish it was of of I 35! Always best in customer service. Love pulling up and having the door opened for me! Greetings from the valet are on point! Rafferty is the man! One ding for one of the cashier's who is not always excited upon check out. Snack bar and shopping area are cool should you not get a loaner car. However upon arrival waiting for any service is rare!

Nice place. Good service. They tacked on a ton of unnecessary extra stuff. Inflated the price of our vehicle by 25%. In the end, we walked out with a loan payment of over 33% higher than we requested. I do not think we will be buying from them again

As usual excellent service tonight. I had a dead battery and they stayed open so I could get to the dealership in rush hour traffic. They got me right in and serviced my battery within 30 minutes we were on our way home. This is why I always buy a Lexus.

I was greeted on time and given a timeframe of the repairs needed. I happened exactly as stated. Will definitely be back for future maintenance.

This place is terrible. I came to pick up my car after a safety recall update and they couldn t find it so they kept asking are you sure you re not here to drop it off? No, I know exactly what I m here for. It ended up being that they couldn t find my keys because they completely butchered my name and address on the document that they wanted me to sign (which my keys were attached to).... Meanwhile, I m now late for a meeting.

Sincerely,
Sabrina (Fabraan - according to Lexus)

Service was great and quick. Hannah is a professional! The snack bar was great as well!!!

Lance was patient, helpful, and even stayed late just to make sure I knew how to use the car features. Thanks!

Highly recommend Russell Berry as your service advisor!

Wonderful dealership! Wouldn t go anywhere else. A Class service, friendly staff & I absolutely love the free car wash for their customers!

Nice people but it amazes me that everytime the maintenance light comes on, it's another few hundred from them to tell us it was just a check up and overview of what might or is possibly needed.

Maybe this is good for the older folks or others that dont know vehicles but hell, every 3-6 months?

We've own BMW, Maserati, GMC, Hummer, etc but this maintenance thing is getting old with Lexus.

Friendly, lots of great customer service, but it's to make up for the crazy wait times

As a previous owner/operator of a dealership I have extremely high expectations of a dealership. I have seen the best and the worse. Lexus of Austin is by far the best run dealership I have ever experienced. I purchased my Lexus from Mike 1 1/2 years ago and Jason has been my service advisor I could not ask for more attention to detail. Customer service at Lexus of Austin is paramount. Everyone you encounter addresses you with a smile and goes out of their way to make you feel special.

A little high priced but you can't beat the amenities. The coffee and snack bar is good. The loaner cars are free and they will work with you a little on the prices of some services.

Two notes/disclaimers:

1) My wife and I are in our 30s, attorneys, no children, live/work in downtown, and have never owned a luxury vehicle before now.
2) We did purchase a new vehicle from this dealership despite our encounter. We are satisfied with the make and model we acquired. This review is only a comment on the dated business practices of this particular franchise.

If you relate to any of that, please read on. If not, feel free to disregard. Either way I encourage everyone to make a decision for themselves. Obviously.

First impression:
Have you ever visited a business that has a receptionist desk surrounded by the staff and each of them roll their eyes when a customer enters because it means they have to end whatever discussion they were having? That was day 1 of our shopping experience.

Test drive:
SO. AWKWARD. We learned way too much about our "chaperone's" personal life. Also, we did research beforehand and it's shocking how little the salespeople seem to know about the vernacular of the make and specs of the models they are charged with promoting. If I took the time to learn the obscure names each manufacturer uses to describe a popular feature, these folks could learn the names for ONE manufacturer aka the one their dealership carries.

Purchase day:
After giving a lot of thought to this decision, we decided to return here when we had some free time after work one day. We were greeted by a similar unenthusiastic situation as above except this time we were given the run-around because the person who accompanied us on our test drive was not at work. To which I responded, "OK but we're not married to that person right?" The reply was something about not stealing sales from others. Thus, this franchise's policy is to make customers, who are literally ready to purchase a car, wait 20 min for none other than their original test drive companion to arrive.

Pre-purchase preparations:
This part is primarily the reason why this was one of the most awful experiences we have ever had in our lives. Why should consumers dread having to buy a car? For most of us, it doesn't happen very often (in fact, this was my wife's first car purchase). It should be a FUN experience. Instead, we felt compelled to do hours of research learning the law and common sales techniques. It was definitely necessary because this dealership certainly exemplifies the business model of car sales, which requires the consumer to prepare to lose. Could you imagine if HEB required us to research a product's alleged purchase price and ways to approach discussions with grocery store clerks?! Not to mention the complete lack of transparency. Will we ever truly know if we got a good deal or not?

Everything we read about the hostile nature of car buying was present. We asked if a particular model/color was in their inventory. We were asked to elaborate on the monthly payment we were looking to make. Not sure how that's relevant to inventory? We gave them a "feel good number" (their words) and they still came back with a counter-offer. We explained that if you ask us to commit to a "feel good number" and then ask what we thought about a different number that isn't the "feel good number" most people would say it doesn't feel good. At this point we were splitting hairs on less than $500, so the very important GM decided to pay us a visit and win the day by just accepting the 1st number. Yeah... The feel good one. Proving the point that this is an adversarial "us vs. them" process, the GM even said something to the effect of the unpleasant part being over. Why does that part have to exist?? I should also note that at one point, while splitting hairs, we were told the dealership just needs to keep its lights on. Oh, OK, we should just give in to all your tricks so you can pay bills? We pay bills too.

Final thoughts: I'm sorry we're "millennial snowflakes," but this isn't sustainable. Something has to change.

**2/6/20 - Updated with reply to below:

Jim, you were there. Above is an accurate recollection of our experience. I'll email it to you.

I ve always have had excellent service at Lexus of Austin. All the service technicians from drive up to departure are polite and expedient. This time was no exception. Thank You!

Work was done in a timely manner. Jimmy did a great Job on keeping me updated with the maintenance of my vehicle. And my car is back to running great again!! Thank you Lexus for all your great work!

Always professional, clean, organized, and provide timely updates. Great staff and have never had any issues here which includes purchasing a car and coming in for service.

UPDATE: it has be exactly a week since I picked up my car AND when I emailed Eddy Cooke with my contact, who is the Lexus rep that responded to my review. Unfortunately, I have NOT recieved a reply thus making me assume his concerns were/are not genuine. It's okay, I've received my car, formulated an opinion of the dealership, and am no longer interested in speaking to anyone from Lexus of Austin.

Review is for their service dept. Everyone is very nice and waiting lounge is comfortable but no matter what, every time I bring my car in for service, I wait at least 30-60min. Right now I'm about to it 45min waiting for a loaner car even though I had an appointment (I always have an appointment). Does not matter what I am in for. Some reason they are just ridiculously slow. At the other dealer I go to, let's call them L-infiniti, they do my oil change within an hr (no appointment). When I need to service the car and get a loaner, usually takes 10min. I am seriously considering moving away from lexus due to their service dept.

Edit;
I had to edit this as I am still waiting and the time is rounding 60min. Again I had an appointment, came early, and this is for an oil change! I do oil changes for my other car in 30min.

Chris Ashley was very helpful when assisting me with buying a new car!! I would definitely recommend him if you re looking to buy a Lexus!!

GREAT FIRST TIME EXPERIENCE! EVERYBODY VERY FRIENDLY AND PROFESSIONAL!

Nice location. The staff was more than welcoming & Elise was so helpful and patient with us through the whole visit. 5 stars for you Lexus of Austin!

This is a wonderful dealership. I recently bought a car with the help of Mohammed Merchant. He made the experience so easy and painless. You can tell that Mohammed loves the Lexus product as well as his customers. I recommend Mohammed and Lexus of Austin to everyone. I plan on buying my next Lexus from him as well.
Susan Mankus

I had the usual great service! Accurate description of service to be provided. Good follow up with results. Michael Capps is a great service advisor. Thanks, Michael.

A huge shout out to Kyle Dern patient, kind and knowledgeable!! Let me say it again: patient, kind and knowledgeable!!

Our service rep was very helpful and pleasant. The best!

I feel very grateful to the team at Lexus of Austin for making the purchase of my L-Certified Lexus a truly positive and enjoyable experience. Dean Royal was an excellent and down-to-earth salesman with a great sense of humor. He helped me find the perfect car, at the perfect price. He also kept me updated each step of the way and patiently answered all my questions. Also shout out to Christy in Finance for the enjoyable conversation while we finished out the deal. She is delightful. And thank you to Chris for setting up my bluetooth! I look forward to choosing this team again for my next used vehicle and highly recommend them to others.

Accommodating sales staff that understood my needs, wants, and tolerated my ribald sense of humor.

Beautiful showroom, new ux model is nice! The salespeople do not jump toward you lettouou browse, but it was hard to get questions answered. Delicate balance. Anyway, I own a mini and both dealerships are owned by Penske, and that makes be sad because the mini service people are very hard to believe. They lied to me and never apologized when I complained. Now Lexus has same owners!

These guys know the definition of luxury. From the moment I called that day, Camey listened to my very frustrating situation and was empathetic about all my pain that day. She worked with me over the phone, text and email so that I would only have to make one trip to the dealer to sign documents.
When I arrived, everybody was so friendly and welcoming as well as ready to help. I had a great experience and wonderful transaction. Camey and the Lexus of Austin team really made my day way better and I drove home with a beautiful new ride!
Every single time I've been by, for coffee, lemonade, car wash or inquire about a part, everyone has been helpful and friendly. Specially Heather in the parts department... She knows me by name now!

Have been a Lexus of Austin customer since 2001 when it used to be a BMW/Lexus combo dealership. I believe I'm now on my seventh Lexus and five service writers during various vehicle ownership; all have been great and have really gone out of their way to take care of my wife and me. There's something to be said for a dealership that can maintain such a great group of people for such long tenure.
My car buying experience was also pleasant. Although they don't negotiate too far from the sticker price, the quality of cars they put on their CPO/used vehicle lot are the best!

Amazing Customer Service! I would highly recommend every one from my salesman Dean Royal to Finance and meeting my own service tech. If you are looking for a great car and exceptional Service, Lexus of Austin is your Place.

It was great. The only problem I have is that you open to late in the morning. Go back to your old time schedule

From the purchase to the service , the staff is very attentive and makes sure they are informative and I am happy with each visit.

Can't even find a car we looking for. We end up bought one from Dallas area

Always courteous & professional. My service coordinator Cory goes above and beyond at every scheduled maintenance to make sure I have what I need!

Unlivable service thanks Cameron I really appreciate it

Great customer service. Steve Gonzales was transparent and very patient during the process. No sales pressure at any time and very quick to respond to texts and/or phone calls. I was treated like family. I highly recommend him!

Phone calls never returned from service department. Total lack of communication with customer. Service blamed the model of my Lexus on issues I was having, told everything about my car was difficult ! Given a loaner with low tire indicator on...but told it wasn t an issue. Tire continued to leak and am fortunate to not be stranded somewhere with a flat tire! Was told work was done, then called back and told it wasn t done. Service assigned to a technician that wasn t even there on the day work was promised to be done. Couldn t even get my car back without issues trying to get paperwork completed....finally had to demand my car be returned to me and that they could send me a bill. Of course, then someone could do the paperwork so that I wouldn t leave before they nickel and dimed me for installing a wiper blade, popping a small cap on to the door frame and changing a key fob battery. All this work took over 24 hours to complete. My recalled brake issues were not addressed, not was another concern. Thoroughly disappointed in the total lack of communication and ineptitude if entire service department! I have been trying to talk to a service manager or assistant manager and can t even get a return call from them! Can t express enough how unprofessionally I was treated! Still in disbelief!

Got conflicting information about repair of a windshield that had been hit by a rock. The first person told me that if it was smaller than a quarter it could be repaired. When I got to the dealership and was told it needed to be replaced because it was bigger than a dime. Replacement vs repair is quite significant... 90$ vs 1400$.

Told in the phone that they would handle the insurance claim. Got to the dealership with my claim number and was told that they don t deal with insurance!

Same information from all parties involved is important!

Get it together!

Best Experience ever! Best car dealership we have ever experienced. Camey Martinez is the Best!! She is knowledgeable and most importantly she listened to what we wanted! If you want a Lexus, stop what you are doing and contact Camey from Lexus of Austin!!

As always, Lexus knows how to treat owners. I can t speak for everyone but I felt extremely safe with the measures they took during this pandemic

The overall experience at Lexus of Austin was great! Easy, quick and everyone was very friendly especially Chris Ashley, took great care of us! I will definitely buy my next Lexus from him!

Camey Martinez sold us our first Lexus. She is very knowledgeable and informative. She has been very supportive in our Lexus journey.

I went into the dealership to get an oil change and service was prompt and quick. Three stars due to employees not enforcing masks on whiny customers. There is outside seating available for those who refuse to follow posted signs. He risked other peoples health and got a free oil change out of it. Outrageous.

For the most part everyone is very nice but the ladies at the front desk are always rude. I love this dealer place for car service and the gentleman that are for specific departments are super polite and courteous, except the ladies at the front desk.

Got the service as expected Excellent!! Did not give 5 stars because I believe that customer shouldn't have to pay for gas for loaner. Lexus of San Antonio doesn't.

Lexus of Austin has always done a great job with repairs to my car. I have been satisfied every time. They will even lend you one of their cars while they work on yours. You ll receive your car back washed and vacuumed. Great service.

Bought a very cool ES300h from Lexus of Austin on Saturday and was fortunate enough to be taken care of by a U.S. Army, Retired gentleman by the name of Mohammed Merchant. Best car buying experience I have ever had and I have had quite a few. Thanks Mohammed!!!

This would be a five star review if it were based on the kindness of the people that work at Lexus of Austin. It would be a five star review if it were based on the 2012 GX 460 with 130,000 miles that we are driving.
We are first time Lexus owners and a one car family. We just bought this car from family that have taken good care of it and kept up the maintenance. We depend on our car for our family of six, for the everyday and for the road trip across the country.
The reason for the three star review of the Lexus of Austin Service Department is for the lack of Quality Control. Here are the three areas that failed:
1. Estimating
2. Timeline
3. Completeness
We received a form with service recommendations for our new to us used car. There were four items on that list, one included cooling system leak that was priced at approximately $152. Once I committed to having the repair, I was told sorry, that didn't include the labor, which will take 8.5 hours. The three other items included the labor? Fine, clerical mistake that nobody picked up on. The coolant system leak ended up costing 10x more. The other items came in under the estimated price.
I dropped the car off on a Thursday morning, given a loaner, and told the car would be ready likely on Friday. Called on Friday to learn that it was going to have to be kept over the weekend. The sedan (Toyota Camry) was provided would not fit my family for the weekend, so I had to return it to get a SUV to fit all the car seats for the weekend adventures. Expecting to get my car back late Monday, I was told that it would have to be kept until Tuesday. The reason Lexus had to keep it another day was they had to order a part for the repair of the coolant system. Why didn't they order the part on Thursday when they started?
In the course of getting this service done, I realized the time they were taking to do this maintenance was taking away from my time to get the car registered and title transferred. So, in the name of expediency, I asked my service adviser to add in a state inspection. Long story short, they forgot to do the state inspection!
This was a systems failure, not a failure of the car or mistakes by the people that work for the department. I have shared this complaint (or critic) with the people at Lexus of Austin that we worked with us. I even let the GM know about it and did hear back from his assistant. This person apologized and offered a discount on the next service. It was nice gesture, but the critic still stands, it is a systems problem. The Lexus Service Department will survive, they will throw more resources at it and we will pay for it. A little more assurance could be provided with a better system of quality control.
Others have told me that since my complaint or providing posting this review will mean that I am certainly red flagged. That's okay... we probably could never really afford a Lexus in the future.

Always a unique experience. I have been a customer here for 10 years. Always feel like I am the only person in there, despite it being busy.

Great service. Quick and to the point. I was in and out with a new vehicle in no time!

Brian was wonderful and patient; I highly recommend working with him.

It was the easiest most convenient process I have ever had at a car dealershi . They took care of us and made sure we were happy!

I drove all the way from Dallas, TX to Austin to purchase my new Lexus IS250 F Sport! I'm so glad I did, I received more attentive service, incredibly friendly, and very professional! They went above and beyond to find my perfect IS because I was a bit picky. I accidentally changed a setting on my IS LFA-inspired dash and Jordan helped me out on a Sunday! Best customer service ever. Megan was GREAT as a financial manager, helping me secure the BEST possible financial deal on my car. She definitely pulled out all the stops! Would recommend Jordan and Megan to everybody!

Harrell Hodges listened to what I was asking for and he delivered. He is very professional and knowledgeable. Caleb was also very helpful in the finance department

Mr. Chris Ashley was so helpful and supportive to us and he gave the best deal and his manager is also very helpful and nice person. Mr. Chris promised to help us in future for any help.

Thanks,
Arshad/ Zinat

Lexus is all about service. The people are all friendly, there is free food and drinks in the lounging area and every visit for me has been quick and simple.