Shop elsewhere! Sales associate Jay Lord was not respectful and really didn t want to even take couple hundred off the price it s okay if you don t want to take money off the car your selling but be respectful in how you talk to others. Will take my business elsewhere not the only Lexus dealer in town or nearby.
Russell is a great Service Technician. He's always very courteous and friendly. I had a great experience getting my car serviced
Good service here I come from San Antonio to get my car serviced here and they went out of there way to lend me a car charger, I recommend Mr. Michael Capps as a service advisor he knows what he s doing
One rear tire 225 swapped with front 255. This was after change oil and tire rotation. Noticed a loud rubbing sound in sharp turns. They made it right, inspected for damage to side wall and suspension (none) in relatively short order You might want to bring your car back if same symptoms and serviced recently (week of Aug 13, 2018). Have not had an issue in the last 3 years except this one incident.
Jimmy is the best service specialist I have ever had the pleasure of working with! Very easy to schedule service, easy process to get a loaner, and you can grab a free latte and snack while you are waiting!
I had a great car buying experience with Nicole. She is very kind and knowledgeable and made me feel at ease buying my new car.
The amentities in the New Car building are amazing! Full complimentary coffee bar with baked goods and good coffee. I m so happy I am part of the Lexus family and will be making many visits for my free car washes!
I had an ES 300 hybrid in mind. Billy found me the exact year, interior/exterior colors and features I wanted. He called me before car was even being showed on lot. His professionalism and follow up was very impressive.
Out of the many Lexus Customer Services I have experienced, Lexus of Austin struggles to compare. They still uphold similar comforts, by offering a loaner, having a nice waiting area with tasty coffee...but unfortunately they miss the mark elsewhere. When you get the loaner you have to note where the gas was filled to when receiving the car, and make sure to have it filled to there if not more when you return the car. I am already OVERpaying for labor and parts, why do I additionally need to pay $15 to have the gas at the same level, AND my car was returned to me with LESS gas in it. Its not about the money, its just the idea of superb customer service is missed here. That is not the Lexus way, from my experience in the past. Another thing to note, the car wash is very poor. The attention to detail is just not there, and it feels much more transactional at this location. The reason for two stars (rather than one) is because Jaime was wonderful to work with and the waiting area is nice.
I went to Lexus of Austin the third week in October where I test drove the IS 350. Once I determined it was a little small, Caleb Alwin, put me in a GS350. I really fell in love with the car. Caleb was extremely knowledgeable about the Lexus brand and listened intently on what I was looking for. Within a few days, I was at Lexus of Austin purchasing this wonderful vehicle. I have to say that every question was answered, and Caleb led me through the most efficient, yet professional purchase of my new Lexus. I would highly recommend Lexus of Austin for anyone looking to purchase a new Lexus, and I would definitely ask for Caleb Alwin. He is the best salesperson I have ever had the privilege of working with. It was one of the best car buying experiences...hands down!
Efficient service. Quick processing, and free drinks.
I ve bought 3 cars from Lexus of Austin. Their service is outstanding, but expensive. Sales is attentive as expected. New car inventory is low at present, so we had to wait 5 weeks to get the model, options and colors we wanted. Maybe that s a symptom of the pandemic.
Great service and friendly staff. They treated us like if we were buying one of their fancier cars but we were buying a second hand Toyota Camry. Travis in Sales and Clifford in the Financial team were very courteous and attentive to details. Highly recommended.
This review is in regards to the Service Department:
I was fortunate to work with Jason, my service advisor. I bought a 2013 Lexus ES 350 from a Volvo dealership in Austin about a year ago. It's been running great and I've mostly done the regular maintenance myself. I recently lost my garage at my apartment due to price increases so I decided to give Lexus of Austin a shot.
Best Part:
Their pricing was right on track with competitors but they give you a complimentary loaner vehicle if you need it and the service area is AMAZING.
Service:
I got there first thing int he morning. There were about 20 cars already lined up so I figured "this is going to take a while" however to my surprise, literally a fleet of service advisors came out and greeted everyone almost at once. I was only there for maybe 10-15 minutes tops, with my vehicle checked in and ready to put me in the loaner.
Jason was my advisor and they come greet you in the sitting area, which has a full service complimentary coffee shop by the way. It was very personal feeling and he made sure to go through all the notes from the online inquiry as well as ask more questions.
Throughout the day, Jason made sure to call with updated which is much appreciated from me and told me that the car would be ready before 6pm, which is when they close, but was flexible as to when I could pick it up.
They washed my car as well and the service was great.
I will be taking my car here for the foreseeable future and will recommend their service department to anyone based on this experience so far!
Terrible customer service. Bought a new car just a few months ago at this location. Now I'm trying to contact someone about a repair that needs to be done to the car. I called all day long and not one person ever called back. I was told they would but never did. Sorry but the people here care about the sale but not the service.
Loved it! Bought a ES350 and got everything squared away quickly, and they followed up with me a week later to see how its running. Service was flawless, felt very taken care of. Even the financial part of the transaction was a breeze and put into terms a former college student could understand. Cannot speak highly enough of the care and effort they went through for me.
Service was good but there was no one tending to the snack/drink bar at 2pm on a Friday...
Great service and very helpful staff. jimmy Ruedas is very professional and helpful. I know I am in great hands with Lexus of Austin!
Billy in Pre-Owned Sales Department was AMAZING! I went to Lexus of Austin on Friday to "look" for my next vehicle, but left as the owner of a Lexus RX350. This was a great experience, and the warm and friendly atmosphere was appreciated.
Excellent service. Knowledgable and friendly staff.
Very helpful staff that really cares about their customers.
You expect good service and top talent from any Lexus dealership but Lexus of Austin goes above and beyond to make your buying / trading experience memorable. (in a good way)
Too many dealers drag out the car buying process, which creates frustrated car buyers who should be excited about buying a new car.
I worked with the new and used side at Lexus and they are efficient, honor their word and make car buying enjoyable.
My personal thanks to Stefanie, Jon, Caleb, Clifford and Bill who helped create a loyal customer. I look forward to my next purchase from Lexus of Austin.
Purchased my Lexus in (I think) November 2017 -- Joe was my salesperson and was awesome. He actually went and picked my car up from another location when they didn't have the one I wanted in the right color. Above and beyond! We did most of the work online and through email ahead of time, and came in just to sign. I got a bottle of wine as a thank you, how cool is that? The gal (can't remember her name) who delivered the car to me and showed me all of the functions was really sweet and helpful. I LOVE the coffee bar, of course, and have already been back once for breakfast when I had to visit their service department. The experience really couldn't have been better!
Mr. Merchant was wonderful to deal with. He was patient, kind and understanding. He went out of his way to get us the best deal possible.
Thank you sir.
I am a three time Lexus owner and have always been very satisfied with the customer service received at Lexus of Austin!!
Another good experience with our sales advisor Travis Weyler. Very professional and a good person as well.
This is my 2nd Lexus, the 1st one I bought from a private owner, when I decided to get a newer Lexus went to Lexus of Austin, also I had a friend that purchased a car from Lexus in December and her experience was great. I went back to Jay Lord as the salesman, he was courteous, & well versed, showed me what I wanted and made a great suggestion, I purchased a 2012 ES 350 with 21,500 miles with all that could be put in that model, met the finance manager Steven Kilpatrick was treated with the utmost respect and dignity, gave me a great price on the extended warranty and both have been in touch with me about the car just to check in. I highly recommend Lexus Of Austin, when I upgrade to my GS 350 or LS 460 will be going back & hope to deal with these 2 gentlemen again
G.Brown
US ARMY VET
I have always had a great experience at the Lexus of Austin. The staff from the receptionist,sales and service department continuously provide professional, prompt and courteous service. The complimentary cafe is an extra bonus to the customers who are waiting to have their car serviced.
Young lady named Elise reached out when I called to schedule our 30k mile service and scheduled a concurrent appoint to discuss our end of lease options. At the conclusion of our meeting, we drove a 2020 Lexus RX350 home. She had answers to all of our questions quickly and had a broad range of knowledge. I may have erred in that I paid $500 for a 30k service that was due and then returned the car to Lexus. We opted to buy the next vehicle and intend to drive it beyond the typical 3 yr lease
The professional approach, quality of dealership, and previous experience with Lexus made the decision to complete another purchase fairly easy. This is our 4th Lexus RX350. Leased 2007, purchased 2010, leased 2016, purchased 2020. Two all wheel drives in Alaska, and 2nd FWD in Texas
The finance experience was also top notch with Brad??.... Brad helped us understand the various options and select the protection plan options going forward. Overall experience was very good.
Lance was a wonder sales rep and helped me through my entire experience from start to finish. I will most definitely be doing business with Lexus of Austin again.
Leo Ruiz is by far the best service consultant ever. He went above and beyond to take care of my needs. He is super courteous and really took good care of me. I was almost over ever buying another Lexus again, but because of Leo s professionalism and kindness I will purchase another Lexus. Thank you Leo!
I purchased a certified vehicle (less than one year old) This was a very enjoyable experience - Everyone there was helpful, and courteous. They set the standard for exceptional customer service and I would highly recommend them to anyone looking for a great car and a great experience
Went to get a replacement key made. Parts guy over the phone said they could handle laser cut keys. When I brought in some blanks he said their machine wouldn't work on non Toyota blanks. He tried and brought back key cut very offset on one side and basically said, see it won't cut. Problem is, it looked like he simply didn't align it. I could be wrong, but it appears their policy is to not cut non branded keys or appear to not be able to in order to sell more $35 Toyota branded keys. My blank key was essentially destroyed and no replacement was offered.
Excellent customer service! When I arrived for my appointment, I was waited on right away. It took less than 5 minutes to check in and to receive a loaner vehicle. My service advisor kept in touch with me and was very understanding regarding my personal situation, which prevented me from returning right away. I would give 10 stars if I could.
First off, I owe Cory Jenson, in service, a 5 Star Review! Cory is always a gentleman and goes above and beyond with regard to customer service.
As for my recent purchase, hats off to Raul Avalos, who showed me the utmost in respect and made the car buying experience as smooth and effortless as possible.
Lexus of Austin operates like a family owned business putting its customers, not its quota first.
My wife and I have owned Toyota's for a very long time and felt it was time to take it to the next level. From the first time we entered the Lexus of Austin we were greeted with an overwhelming welcome. John is a great greeter. He was very attentive to our needs and made sure we were taken care of. Elise was our sales representative and was very knowledgeable of the inventory, helping us finding the perfect ES 350 and color. After making our selection Nicco was very professional assisting us make this deal happen. Our experience was very pleasant. I would highly recommend this dealership to my family and friends.
Double standards in customer service. Before i agreed to purchase a car they were very friendly and would promptly return phone calls. Once i purchased a vehicle, they have gone rogue. Elise never picks up phone calls and many times wont return it too. Her boss Nico was very sweet talking before the purchase but wouldnt even make eye contact after the purchase, let alone answer a few questions.
The financial services team were visibly annoyed that i did not finance through them. They made it as tough as possible for my bank to get the info they needed on the vehicle.
However not all is doom and gloom. The front desk staff is very receptive and top marks to the delivery specialist.
Edit: The service center guys are also pretty great.
We are a Lexus family and one of the main reasons is the service provided. We needed a part that was on extended back order (as in several weeks) and Jamie had us set up in a loaner immediately, plus kept us informed on status with periodic phone calls throughout the wait. And then much to our delight, the part came in earlier than expected, and Jamie had us ready to roll the same day. We ve been customers since 2007, and it s because of the Jamies we have worked with at Lexus of Austin. It makes a difference.
Jim Thomas is the best!. He has been my service rep for years and Always get me taken care of. I'll keep driving Lexus, just for the service department.
The service experience is great EVERY SINGLE TIME!
I run a global customer support organization for a software company and continually reference Lexus support as an example of going above & beyond to provide a great customer experience.
This reason alone is why I continue to buy a Lexus.
Always a great experience!!! James Thomas at the service department is the best, you can tell he takes pride in his work! The coffee bar is a nice added luxery as well as the complimentary car wash!
Everyone was polite and curtious. Work was done on time and even a bit early.
Keeps getting better. This is our 4th Lexus and we've always been happy with the sales and service. Everyone is extremely personable and professional. The atmosphere is plush, but it's not a cover -- it reflects the way they do business. As the sole dealer in the area, they could take advantage of their local monopoly, but they are fair, honest, and aim to please. When we were first shopping for a hybrid 9 years ago, the other brands didn't want to deal with it -- no vehicles to test drive, not really knowledgeable, etc. Called Lexus and they had three different versions lined up for test drives.
Wonderful staff, easy purchasing process. This is are third Lexus.
Service is superb.
Awful awful service from the repair department. A comically incompetent group of clowns who made a customer wait 30 minutes on an estimate before forgetting about them completely and just lazily saying it d cost $800 without even looking at the car. Just an absolute joke on every level. So embarrassing for an alleged high quality brand.
When you get inside the staff is super nice, and the have complimentary snacks and drinks, they also have a small shopping area.
Great experience with Elise and Nico! Thorough, helpful, and quick, even when I tried to complicate things for them
Talk about great customer service! I felt no pressure, just excellent care and consideration. My car is gorgeous and everyone at Lexus was terrific and made me feel welcome, especially my sales guy, Brian Erickson, who took so much stress off me during a stressful situation.
I was very disappointed to discover that a service technician was making phone calls with his mask pulled down while coughing. Other employees walked by as he continued to cough, mask down by his chin, but didn t correct his behavior. I called my personal tech to report this after I left.
Nice!! Salesperson very friendly and we acquired a lot of information from a present customer getting oil change. You can get your car washed free at any Lexus dealership if you purchase a Lexus. Cars ride smoothly. Like!!
We are absolutely satisfied with our choice of purchasing a vehicle through Lexus of Austin. Chris was very personable, took time to answer all of our questions. We were not sure exactly what we wanted, he allowed us the time and recommendations that ultimately got us in the perfect car.
As always, I received the signature Lexus standard of care at Lexus of Austin when I took my vehicle in for it s 70,000 mile service.
Just bought my second car from Lance G. As always top of the line service. He even called the next day to see how I liked my car.
Historically -- I would have given Lexus of Austin 5 stars because I've always been a Lexus Lifer (I've moved to multiple states and I've always had good experiences at all Lexus dealerships). However given recent events and a lot of misleading of costly repairs.. I can't recommend Lexus of Austin to anyone; I purchased another brand of luxury vehicle and will never go back.
Russell Berry makes the entire routine maintenance process so smoothe, easy and professional! I have confidence that I m getting the service, information and pricing I need to make the best possible decisions! I live nearby the lake way new store, but I continue to use the original one because of Russell!
I love going to my Lexus dealership. Who says that? The coffee, muffins, snacks are great, the little shop is so cute with lots of cool stuff to look at...the sitting area and even bathroom are really nice. I d buy another Lexus just because of this place. And now they have a drive through free car wash!
Matt Leblanc was extremely helpful and took great care of me even though I didn't have an appointment.
You can t fault a dealership for being very successful, even when they seem to outgrow the space they occupy. That seems to be the dilemma Lexus of Austin runs into. They have a unique sales and delivery process which I enjoyed and the process moved smoothly. Inventory was kept at two separate sites which was a bit of a pain as there is a several minute drive to the other lot (see beginning of this review). My main frustration with Lexus of Austin comes to their service, which is a complete zoo when trying to get in for an appointment. Car washes usually take quite some time as well. In their defense, loaners are typically not a problem at all and they have a fantastic (although sometimes a bit crowded) waiting area complete with food and all. As a disclaimer, I haven t been in several months and have heard there is a new owner so some of my statements may have changed.
Russell is a great service advisor. I had a battery replaced under warranty and the work was done in short order. great service by the whole team.
We purchased our car from Steve Gonzales; he was great from start to finish. We have used this dealership on a several occasions with service etc. and it has always been a pleasure working with everyone there. We would highly recommend Steve!
lexusofaustin.com
