I bought a third Lexus because of the dealership and because I trusted the salesperson. I've enjoyed my experience with this dealership for thirteen years. I also have been talking to the salesperson about buying a new car for at least a year but while he was always helpful and friendly he was never pushy or aggressive. I almost decided to buy a Toyota Avalon, came very close but I came back to this dealership. I would have paid less had I bought the car in Houston but the comfort of dealing with this salesperson was worth the premium.
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Our car buying experience was outstanding. The salesman walked us through the process explained all the details. The staff is professional, courteous and honest. We purchased a preowned certified vehicle with unlimited miles till 4/22 with a two year maintenance program that did not cost us any extra. This post warrants a four star because the vehicle should have been detailed on the inside a little better. My wife spent a couple of hours cleaning the inside.
We recently purchased a vehicle from Lexus of Austin and were very pleased with the entire process. Chris Ashley was our sales representative and he was friendly, knowledgeable, and I felt zero pressure. Just great service and very helpful. I love my new car and the service from Lexus of Austin. Thank you!
Incredible customer service from the general manager to the star sales staff, sales assistant, and finance manager. Great job Lexis of Austin. I love my 2020 ES 350 Luxury Sedan.
We have heard many great things about Lexus of Austin and especially our sales person Mohammed Merchant! He has by far been the best sales experience we ve had! We bought our brand new 2020 Lexus NX 300 F-Sport and he was very easy to work with, very polite, a retired soldier so he knows how to get things done. Not only did he gave us a phenomenal service but also gave us the best price and even explained all the features! We had a great experience with him and the rest of the staff and dealership and we definitely recommend Lexus of Austin for your next vehicle purchase!
From beginning to end, the staff was AMAZING! I was in and out in less time than anticipated. George was very helpful and super attentive to all of my needs. I was very impressed with the customer service. My first visit with my Lexus and I am glad I chose to get the service done here.
This was first time getting car taken care of and the experience was fantastic! From being helped at the beginning, walked inside then Wayne was there to assist me right away. Then had a loaner car where the process was sooo easy and thank you to the mechanic Jeroen who did an awesome job and then checking out with the service manager. It all went flawless!! Great place!!
Best buying experience I've ever had. Randy Hoff in New Car sales was an absolute pleasure to work with. F&I and Delivery were just as pleasant. This Entire Dealership is top notch, extremely customer oriented, friendly, organized, and time efficient. My deal was finished in record time.
I was a 20 year Mercedes Benz customer and we are now divorced. I'm now married to Lexus. Bravo!! Fabulous product and Service.
I had a really good experience here buying a used car. They gave me the Carfax and the detailed service history of the Lexus I was buying. There is none of that old time car dealer pushiness with the sales person who I worked with.
Found a back ordered part at another dealership, retrieved it installed it for less than original quote in just a few hours. Always trustworthy and efficient.
Not a good place for service. Lethargic and lazy service advisors and technicians alike. They forgot to properly torque the bolt of wheel control assembly while performing wheel alignment after taking 3 hours for the service instead of 1.5 hours quoted. When went back, they keep the car for 2 days just to diagnose lose bolt and torque it. I asked them to replace rear reverse light lens cover which they confirmed they will do and then they replace the entire lens assembly for $288 citing that whole assembly comes in 1 piece which the service advisor probably didn t know while initial estimate. Service advisor (Joseph) too busy looking at his phone screen to be interrupted. The service manager (Paul) offered help by assigning different advisor next time ....no sense of responsibility. Lexus corporate should either train these guys or replace them.
When my wifes van needed replacing we found the perfect used car at Lexus of Austin. We went in monday and spoke with Lance. He was super friendly and very helpful. The vehicle was perfect and in amazing condition. We took it home on Tuesday. Everything from the time we got there until we left was flawless. I've never been so happy dealing with a dealership before. Id give them more stars if i could..
Honest, straight-forward, and great prices. I found the exact vehicle I wanted, test drove it, and got a price that was lower than the offer listed on the Lexus national sales page with no trade-in or extra negotiations. The sales and finance staff are very friendly and helpful. The quality of car and ease of purchase have earned my business as long as I'm in Austin.
I would like to thank GM Jim Crawley for helping my son and I out by making a situation right without the bat of an eye. His outstanding Integrity makes me happy to be his customer with assurance that I will always be in good hands. Also I would like to give a shout out to our service reps Matt LeBlanc and Cameron Pugh and Mr Mohammed Merchants for the Retro talks. Looking forward to the next visit and cup of joe and thank all of you for helping us out the past 11 years Richard and Jeremy Pitchford
Jorge Morales was great helping me with a service issue. Got my problem fixed same day! Highly recommend their professional and courteous way of doing business.
Update : my car was in and out of service maintenance in a nice and quick fashion. The best always.
Simply the best!!! The best experience!!! Professional, courteous, and on time! This is my new Lexus car dealership home. . Excellent experience! I will be back
EDIT: In the time since my last review, Lexus of Austin has improved with regards to some of my concerns. I was assigned a service representative who cares and is efficient. I got a flat tire recently, and, without an appointment, I was able to be accommodated in the morning and was in an out in about an hour. There is still room for improvement. Getting a loaner still takes forever for some reason. Also, some little thing is always off after a routine maintenance--they forgot to turn my parking sensors back on, they forgot to turn off the tire pressure light after the recent flat tire, they forgot to turn my car horn back on (how does this even get turned off in the first place?). And they will literally not acknowledge your existence if it is prior to the official opening time. Literally 1 minute before open, they will not even answer a question.
They are performing about average now, so I upped their score from 1 star to the average 3 star. Let's see where they are in another year.
***
When I compare the service I received from Mercedes to the service I receive from Lexus, the differences are clear--Lexus just doesn't care about you. When dropping my car off for service at Mercedes, I was in and out in 15 min. I was greeted by name, and the service reps knew what was going on. At Lexus, it took an HOUR AND A HALF. Nobody seemed to realize that I had an appointment, and getting the loaner car was the most infuriatingly slow process. At Mercedes, when I had a flat tire, I would call and they would send someone out to fix my car right up. At Lexus, I was on the phone for an HOUR talking to 5 different people at 3 different companies before someone could finally help. Don't even try calling Lexus of Austin and asking for help. They don't care about helping you if you are in a pinch, they just want to get you off the phone and get back to lazing around or whatever it is they do around there.
I am so very disappointed in the recent service I've experienced with Lexus of Austin.
Due to an airbag safety recall for which Lexus did not have parts available, my car was put into mandatory storage (mandated by Lexus). While in storage, MOLD grew inside my car covering every internal surface. It was horrific. When I brought this issue to the Lexus of Austin Service Manager's attention, his response was to "call 1-800-Lexus". I then took my issue to the General Manager who was also unsympathetic. Therefore, although I was required by Lexus of Austin to put my car into storage which resulted in the MOLD, they are providing absolutely no assistance in cleaning the MOLD out of my car and taking care of me as a customer. This is the third Lexus my family has owned and we will not be buying any more.
Our sales person was wonderful and the environment there is very nice. The only thing that bothered me was that they say they certify the car after they have checked it with a 161 point inspection and it should be alright. Yet, when we drove it off the lot there were several things wrong with the car. There was something wrong with the display selector nod and the car was pulling to the right and we felt it needed to be checked. We informed our sales person that it was was pulling to the right beforehand and she said she would take care of it. Apparently that wasn't done and when we drove it home it was still pulling to the right. Together those things made me wonder if they really do check the car or just clean it. That concerned me and made me wonder what else they missed.
Follow-up: The two issues which concerned me were resolved to my satisfaction the following day. I did appreciate their expediency and hope to have a long and friendly relationship with Lexus of Austin when I go back on subsequent visits to have my car serviced. I truly believe that I can leave my car in their hands and trust that they will give me the best possible service of any car dealership in Austin.
The dealership was First Class!! Everything from the valets as you drive up, the service consultant, & the coffee bar!!! Top notch service! And on top of that..this place is clean!! Kudos to Mgmt for hanging great leadership! And an incredible staff to carry out this dealerships mission! Service is a lost art but you guys have it!!
My husband picked his LS500 up from the service center after needing some minor technical issue resolved. He drove straight home. He parks in the garage. Later that evening, he noticed a dent in the rear of the vehicle. We called the dealership the next morning to report it. They took a message and someone was going to return our call. Nobody called. I called again on Monday. Same thing. Wednesday and again on Friday. Still no response. My husband hates having this ding on his otherwise pristine vehicle, so he will get the damage repaired and we will not be bothering Lexus any more. If you can t be bothered to return 4 phone calls, I have little hope that you will be willing to do the right thing and take responsibility for damage caused by your shop. Update: I received an email from a manager responding to this poor review. He requested to speak to us. I sent him my husbands number last week. We have not received a phone call. We will take all future service needs to Lexus of Lakeway.
Would love to make an offer on a car if a salesperson would return a call, email, or get off their butt when I go in person.... Now I have to drives to Plano or as an Antonio to buy a Lexus.
I just bought a certified pre-owned RX350, and I had a great experience. Travis was incredibly helpful in finding me the car I wanted and worked to get me a great deal on that car and my trade-in. I definitely recommend this dealership to anyone looking for a pre-owned car.
There is nothing I could say that would make anyone else believe that the service could be any better. Kyle went overboard on helping me with getting my repairs taken care of in a timely manner and just wish my business would run as smooth as the Lexus service dept. I just can t say enough about how well I was taken care of. Thanks again Kyle and Lexus!!!!!
Lexus of Austin did a great job in responding to my recalls. They didn t treat me differently than any other paying customer. Everything worked out smoothly and I really appreciate their good attitude and welcoming service. Thank you!
Finance specialist Caleb was rude and disrepectful. Could not sell me their financing with their awful rates, was already pre-approved for much better rate, so instead pushed hard for me to get their service plans when I clearly said I was not interested multiple times. He continued saying this was our first luxury car and I did not know what I was getting into... first of all it was not. There was a Jag in the insurance, but regardless, they try to get under your skin and act like know it all. He should learn and watch his his tone if he is working at Lexus and accept that there will be people who could be smart about their finances and more educated. Then he talked about his expensive vacations I had no interest of knowing about. On the other hand salesmen like Jay Lord are hard to find, very knowledgable, experienced, and extremely helpful.
Update: Thanks for your response. Congrats to your Finance dept that they succeeded to irritate me but not enough for me to make a rash decision. At the same price point, there are many CPO brands with more bells and whistles but people buy Lexus because they are reliable and cheaper to maintain at the same not depreciating as fast. There is a concept called time value of money, even at a 20% discount these plans do not make any sense to me. I am happy with the car and that's what matters at the end of the day. I just wish these options could be handled online or with a kiosk instead of having to talk to an essentially Fianace/maintenance plan sales person who does not behave. But I know you all have to make your profits.
Buyer beware!! I scheduled an appointment with the service department to change a headlight bulb and transmission service for my LS460. I was quoted $110 for the transmission service and $102 for the headlight. I arrived, checked in with a different service writer as the one I spoke to had the day off. He comes back to me 10 minutes later and good news - I don't need to do the transmission service! I said great and let's move forward with the headlight. He comes back an hour later and tells me that the service writer I spoke to on the phone got it wrong. The headlight work would be $430 plus tax. Additionally I was given a list of other maintenance that would be needed. I told him that if I had been given his quote to begin with that I would have made other arrangements and to just bring my car around so I could leave. Now he tells me that I owe a $150 diagnostic fee. I tell him that I just came in to have a light bulb changed and did not request the diagnostic to no avail. My options were to pay $460 for the headlight or $150 and get nothing. I needed to have the headlight fixed so I went with that. Afterward I tried to speak to a service manager and inquired once a day, but a week later nobody had returned my call. Finally the service director called me and the best he could do to make up for this most unpleasant experience was to offer an oil change. Rest assured that I will no longer be doing business of any kind with Lexus of Austin.
Great service and patience. Everyone really worked hard to ensure the vehicle and deal I wanted. Camey, James, Landon and Matt, and Mary did it all with a smile.
Friendly, fast and efficient customer service for car maintenance service. Scheduled early times to drop off car and pickup by noon, otherwise a crowded waiting area.
I recently bought a car from another dealer and have to say I truly miss the Lexus Service Dept. It is A+ compared to other dealers in town in terms of service and comfort while you wait. If you buy a Lexus, be sure to ask for Micheal Capps. He was an amazing service rep that always gave it to me straight and never tried to up-charge me when I probably could have been. I love my new car, but I will most likely go back to Lexus sooner vs later.
I came to the dealership to get an oil change and have them look at my battery. My appointment was taken in time. I was greeted well and really loved the amenities. The estimated wait time was on point. Leo provided an estimate of the costs and my battery was replaced. I received a call to give the. Confirmation. To do the service. My car was washed and vacuumed. I almost didn t recognize it. The loaner was a nice ride and I nearly wanted to trade my car for it !
My experience at Lexus of Austin was a good one. The young receptionist was very friendly and helpful by finding me a salesman they was very knowledgeable on the questions I had for the salesman. Every question I had was answered right away and if I needed help they were quick to aid me. Thank you Lexus of Austin.
One small repair, almost lead to a fatal mistake. (This is a condensed version of what happened in order meet the character limitations) I just needed a new windshield wiper. They informed me that I needed to get my CV boots replaced. I picked my car up, drove home to pick up my family so we could all go to dinner. I had a full vehicle containing my grandmother, girlfriend, sister, father, and mother. We drove downtown for dinner, once we arrived in downtown Austin I started noticing an unusual noise when I would stop. After dinner I noticed on the way back home that something was definitely wrong with my car. My brakes slowly started to deteriorate, and I started hearing very bizarre noises come from the front of my car. I was exiting Mopac when my brake almost entirely cut out. It would take me a few hundred yards before my car could stop. I was miraculously able to make it back home in one piece. To say the least having your whole family in the car, with the breaks going out is a traumatizing moment. The next morning I towed my car to Lexus and explained what occurred. I was called a few hours later and told that the mechanic that put my CV Boots, forgot to tighten my brakes. My brakes were so loose, that brake fluid sprayed all over the inside of my left rim and damaged it. The person I spoke to apologized, told me he felt bad, and admitted that the mistake was their fault. I was told I would not get my car back till Monday or Tuesday. When I picked up my car, I asked to speak with the manager, and I was walked into Brian the manager s office. I started off by saying, to say the least I am not a satisfied customer. I brought to his attention that I cannot think of a more problematic error than damaging the brakes of a car. I said that I was lucky that I was not in an accident for my families sake, and I said that he was lucky that we weren t in an accident because that could of resulted in a multi-million dollar lawsuit. He informed me that the mechanic who fixed my car was suspended. I told him that my sister and I enjoy coming to this dealership, and we both plan on purchasing new Lexus cars from this dealership in the future. Then I asked what his plan was to fix the situation, and turn me from an unsatisfied customer to a more than satisfied customer. At this point he made it clear that his main goal at this point was to gain my trust no matter what it took. So I suggested that they take care of the rest of the repairs they suggested earlier, and that is all it would take for me to be satisfied and have my trust regained. Brian told me I would be refunded, and the repairs would be a small feat compared to getting back my trust. THIS WAS FAR FROM THE TRUTH. Two days later I received a call from Brian, and was told that they felt they had done all they can do with the refund of the repair. . They also said I was playing the what if game . To say the least I was furious. I then called customer service at Lexus corporate. The woman whom took my report was very sympathetic, but she just forwarded my report to my case handler. The person that handled my case informed me that Lexus could not do a damn thing to help me because these are privately operated dealerships. FORGETTING TO TIGHTEN THE BRAKES IS AN UNFORGIVABLE ERROR. There is no other service in any other industry with a mistake even remotely comparable. Lexus of Austin and Lexus corporate is fortunate that my family was not in an accident with multiple fatalities, which would have been a multi-million dollar lawsuit. The only reason I would back is due to the fact they are the only Lexus dealership in Austin Texas. To say the least I won t be purchasing a new vehicle from this dealership, due to incompetence.
There is one thing I m upset about, I asked the dealership to look at a small indention on the passenger side door panel, their out come was that this appeared because I rest my elbow on it. I can t believe the material is that cheap, I purchased my vehicle less that two years ago Can this be possible ? As I recall I owned a BMW, Jeep and Chevrolet and never had this issue. Now I don t know how I should rest my elbow if whatever I do my make other indentions on the material.
My service advisor was very nice and informative. No complaints there.
Since the corporate takeover, I've noticed some things have changed and not for the better. For example, I used to be able to schedule a loaner car, no matter the service, i.e. just an oil change. Now, it seems to only be available for large, longer services. This is extremely frustrating, as I have to run all of of my errands on my day off and do not have time to be sitting around the dealership for hours at a time. And no, I don't want to take the shuttle for my errands. This is very inconvenient and is a big factor in deciding if I want to stay with Lexus or take my business to BMW or Audi for my next vehicle.
Another thing is the nickle-and-dime-feel that I've noticed. For example, I needed a new battery for my key fob and before, management would've just thrown it in for me, a small, kind gesture. Now, every single thing is billed. Yes, it was only $12ish, but would it kill you to throw in a small thing like that, when we pay $60k for a car?
I highly recommend Lexus of Austin as their customer service is impeccable, along with their entire facility. I was greeted with professional and friendly people from start to finish and appreciate them going above and beyond to make my service visit a great experience. Thank you!!
If you know how the process works then it is amazing!.... but the service department is not newbie friendly even though I told 2 separate people that I had never been in before and don t know how it works.
Had a great customer experience purchasing a pre-owned Lexus RX 350 at Lexus of Austin. Our sales consultant, Dean Royal has an in-depth knowledge of the vehicle and was extraordinarily helpful with pricing, closing and prep work. Follow-up was beyond our expectations and the service staff could not be more pleasant. The RX is like new. We're very fortunate to have found this vehicle after our daughter's Honda was totaled in a rear-end collision. Dean is very responsive and a pleasure to work with. We're glad to be Lexus owners once again.
WORST SERVICE- spoke with parts guys about pads that I purchased 4 months prior, the first guy I spoke with (Richard I believe) said no problem I will get them warrantied, then was reassured by the Asst parts mgr (Ben McLemore whom the GM didn''t even know who that was at first) that we could get it done. So I went ahead and purchased all new pads a shims for the front and rear this time with the expectation that the fronts ($50) would be warrantied when I brought them back after my store installed them. Was then called by Ben out of the blue who said he couldn't get it done any longer, so I asked to speak to the parts dir. (Jason Thomas) who doesn't have a customer service bone in his body, he hangs up on me( great service right) o then I call to speak with the GM (Steve Walker) whom was very thrown back by Jason's behavior and defended him. He minimized the $50ish to something we would leave for a tip (great for a GM to do whom makes close to $350-450k a year). But to him seemed trivial. Now Steve won't return calls and and has gone in hiding over $50 and making it right. Stepping over dollar bills to pick up dimes. My store has done things for way more even not at fault just to provide the experience. this is the worst experience for a store much less one of the "luxury" status they pitch. GOOD JOB STEVE your culture is great!! apparently he doesn't realize a bad review is worth more than a $50 "tip".
Sarah at customer service is so sweet! Kyle has been our advisor for 6 years and is absolutely wonderful! He definitely knows customer service. The entire service experience has been great.
I can honestly say this was the best car buying experience ever. Thanks to Mr. Chris Ashly who s was with us every step of the way and showed great patience with our requests. Will definitely go back again for my next car. Keep up the excellent work.
Mohammed Merchant helped us find the right car and gave us the best deal. He was patient and explained all the features and financing. Mr. Matt in Finance made the deal happen. He worked hard to get us approved and took great care of us. We will send all family and friends to Mohammed at Lexus of Austin. Thank you for the great experience.
Chris Ashley provided excellence customer service as my first time buyer with Lexus of Austin. He responded to my questions in a timely manner and answered them all with honesty.
Had a great experience at Lexus Of Austin, every employee we met was helpful and courteous and friendly. But most of all our salesmen Billy Watson was the best salesmen we have worked with. Billy made us so comfortable and relaxed, the whole process of purchasing our vehicle. 5 stars to Billy!!!
Outstanding service advisor with Cameron Pugh when obtaining another new key transmitter for my 2011 Lexus. He provided fast, accurate information to guide me thru that process with results delivered on location in less than an hour during a busy day for them yet took my call for same day service and no delay for parts. Terrific pricing & sure appreciated a military discount they included without my asking! Always receive great service here!
Today I purchased a new car and that was not even the best part of the day! I LOVE Lexus of Austin; if you are looking to buy a Lexus, go ask for Raul Abalos. He is my new favorite human. Spending a couple of hours with him was like hanging out with a family friend. He was comfortable, kind and helpful. Seriously, the whole team at Lexus of Austin left such a favorable impression that I am at a loss for words. Of course, they did all the right things about pricing, and service, but more importantly they made me feel welcome. No buyers remorse here! - Jenn
Michael took care of me from start to finish! I was so pleased with my experience, everyone was so nice and everything was so clean! Lexus of Austin takes care of you, they even made my baby sparkle like she was brand new :)
At times it wasn't easy, but Shawn Galvan did an outstanding job helping me navigate the purchase of my certified Lexus. I truly appreciate the patience and professionalism he demonstrated throughout the entire process, and highly recommend him for anyone in the market for a pre-owned/certified Lexus vehicle. - A Durgin
Bought a used MINI here with the assistance of Dean. Was very impressed with the overall experience and process. The car is in immaculate shape and the deal I got was below Blue Book value. Gave me a fair number for my trade. I will recommend any family/friend looking for a used vehicle, or new Lexus to this dealership.
After a long day of looking at cars from other dealerships with my 4 year old my last stop was Lexus. I made an appointment with Dean and was running late but he was able to get me in and had the vehicle right in front ready for test driving. He even adjusted my seat for me prior to the test drive. It was smooth sailing after that. I told him exactly what I wanted and he delivered on every expectation and exceeded! I would highly recommend Lexus of Austin looking for a new car. They pay attention to the small details and don t play with rebates gimmicks. This place is truly a gem! Thanks again to the Lexus staff that assisted me with this process!
They did it again! The Roadside service person drove all the way to our home 2 hours from the dealership in Austin to deliver and install our new battery. It was still under warranty, and we were only without a car a few hours.
This is one of only two dealerships I can honestly review positively in all areas over the past 40 years of driving!
Thank you Tim for your prompt, courteous, safe trip here today!
Service staff wouldn't even look at the car with out collecting a $175.00 Diagnostic Fee. They aren't doctors over there. If I had known I never would have taken it there. What a joke. Jiffy lube checked the code for free.
The staff was amazing during the buying process, which was relaxing and stress free. I bought a certified/pre-owned 350. The car was well maintained and I'm very happy with my purchase. The only drawback was a faint odor, which I'm cleaning up.
RJ made sure I was informed and taken care of. They don't BS and the complimentary coffee bar and the lovely staff that run it are top notch. If you need a loaner...they hook you up with the latest and greatest. Ultimately, their service department wants to take care of you and your family while you are with them.
I never thought that purchasing a used car could be so pleasant! My husband and I were looking for a reliable car, not necessarily a luxury vehicle, so finding ourselves at Lexus of Austin was a little scary. Dean Royal understood what we were looking for and what we could afford and found the perfect match for us! He was completely knowledgeable about cars we were considering, patiently answered all of our questions, and was able to match our price point. I will, without hesitation, recommend my friends and family check in with Dean before they purchase a new (or newer) car.
This large group of people are excellent from top to bottom. From the young employees who check you in, the snack attendents, to the consultants, salespeople, admin personnel, and loaner cars supervisor. They or second to none. This is my fourth Lexus and I will only buy from this dealer.
JAMES S. ZAPP, JR. Sergeant Major, Retired US Army 'Airborne'
lexusofaustin.com
