recycled

Well I have only had my 2011 RX 350 for about a month now and am still in the honeymoon stage with the car and the dealership . Will that change over time or will I become disenchanted? Only time will tell.

Coming from a 2001 Porsche Boxster the bar is set pretty low to find any improvements in either reliability or indy shop satisfaction.

With a 5 star rated dealership and a highly rated suv what could possibly go wrong? I am totally impressed with my Lexus dealership. Everywhere I go that provides customer service as for instance hotels I am comparing their service with Lexus? In the sub par situations I feel like asking them if they have set foot in a Lexus dealership lately just for the pure entertainment of it.

My experience with my Lexus dealership is as follows. Every single employee makes a 100% plus effort to please the customer. They rush over to open the door for you. Offers of coffee. Comfortable customer waiting areas. Great customer appreciation night at an excellent hotel with great food. The NX preview display was impressive.

I encourage others to express their opinions of their dealership.
I think Lexus will be around for a long time and deservedly so.

Cheers, Guy.

MDames2

iTrader: (1)

There is a fair bit of dealership bashing. Personally, my dealership is fantastic. They're honest and reliable, with outstanding service. I truly feel cared for when I visit them, and I know they're not trying to take advantage of me. Yes, they're more expensive than an independent garage or a Toyota dealership. But the loaner cars and extra mile service I get is well worth it to me. I live in Southern California. My dealership is Lexus of Valencia.

JDR76

I too love my dealer (Lexus of Seattle). They make you feel like a longtime friend each time you come in. They hold doors for you, offer you coffee and cookies, and anything else they can to make you feel comfortable.

When we bought our RX, I walked out of there feeling that I had just made friends. The entire purchasing experience was the least pressured, quickest, easiest car purchase of my life. I loved it so much that I went back 4 days later and bought my IS. When I bought the IS, I did all the negotiating before hand, so when I went to pick it up, all the paperwork was ready for me. I was in and out of there in about 30 minutes.

Another real perk with Lexus dealers is the tech specialist. He was extremely helpful in teaching us the ins and outs of the nav systems, getting our apps and phones set up, etc. For the first month or so I'd occasionally swing by (without an appointment) to ask him a question and he was always very accessible and knowledgeable.

I can't imagine buying a car anywhere else.

Tom558

We were very happy with the purchase process at our dealer.

The first service at 5000 miles was so bad we cancelled our pre-paid maintenance plan.

The second service at 12,000 miles was a lot more inline with what we had expected from Lexus.

After the first service I contacted the Toyota dealer in town and we will be taking our RX to them every 5,000 miles for service.

When we are shopping for our next Lexus we will certainly talk to the folks where we purchased our first, but I would talk to all of the 3 or 4 other dealers in our area. (We are lucky to have 4 dealerships within an hour or so drive away.)

lexus114

Thompson Lexus is a terrific dealership! found a gem with them.

JDR76

That's too bad about your service experience, Tom. I've had my RX in for its 5k and 10k service, and the IS in for a 5k service, and they've all been wonderful. I am hopeful that will continue. I'm taking the IS in next, and hope it'll be as good of an experience as my others have been.

t2014rx

I have used 2 different dealerships, one about 10 minutes from my house (convenience) and another about 1 hour from my house (where I bought from). They both are good dealerships but I feel that the farther one away is a little better for Lexus experience. The customer waiting area is smaller but stocked to the brim with goodies (fresh popcorn, pastries, sodas, & coffee). When employees walk by they say hi and ask if you need any goodies. I have not yet had my vehicle serviced here or had any warranty work done here.

The 10 minute one away is where I've been having my service and some minor checks done to my A/C system. The SA here is amazing, knew after my 1st visit that I like to have a loaner vehicle and on my 2nd visit informed me of when a loaner vehicle would be available so I could make an appointment around those dates. The waiting area is huge, like oversize which is nice when it's crowded. The downside to the large size is the lack of goodies. There's basically only bottled water, soda, and coffee. I've been there when they opened and in the afternoon. There was snacks in the morning that was obviously left over from the previous day If you want Lexus experience then this might not be the place not to go too. After my 10K service I will be visiting the Toyota dealership down the street where I had my 4Runner serviced. It will be cheaper and they give free donuts

raylor4

The dealership where we bought our '11CPO RX350 is 20 minutes away and excellent in every respect, except they aren't interested in my interest in the new NX. I asked my salesman to keep me informed about the new NX as news becomes available. He did not know what an NX was, except to say "Oh, the small one." I informed him I already had a "small one" and that cracked the sales people up. Anyway, no word from him about the NX. I contacted the internet agent at the dealership, and no word from him either. (Lexus of Roseville, CA)
On the other hand, a friend a friend bought a '12 RX 350 CPO from Lexus of Sacramento, and is VERY happy with everything so far. Maybe I'll look at an NX there instead, although it's twice the distance.

Tom558

I didn't realize there was a dealership in both Sacramento and Roseville. We looked in Roseville when shopping for our RX (and also stopped at the Infiniti dealership across the street) but not Sacramento. We also went to Santa Rosa, but not Marin. We are lucky to have so many choices.

kitlz

A few threads on the topic including Tom's:

https://www.clublexus.com/forums/rx-...e-service.html
https://www.clublexus.com/forums/rx-...d-to-rant.html
https://www.clublexus.com/forums/rx-...ice-shops.html
https://www.clublexus.com/forums/rx-...r-service.html

Remember, it's easier to complain than compliment.

go3Ds

We have never had a bad experience with a Lexus dealer both buying or service. Can still remember the joy of buying our first Lexus, at Lexus of Serramonte when we lived in Northern Ca. Was a step up at the time, and we were very impressed with the overall high standards, similar to staying at the better hotels, or better seats at a S.F. Giant's game. Thanks to high reliability, and great resale values, we continue on year after year with Lexus. Even had 1 Lexus shipped to us in another state from Lexus of Santa Monica, CA., without any problems.

We are retired and now travel full time, so have had service at many different dealers, with each dealer striving for the "Elite of Lexus" certification. Even if not needing service I like to stop in for a cup of coffee and look at the newest models. We even got a free car wash when not needing service in New Mexico and Wisconsin this past spring and summer, even though we bought at Sewell Lexus in Dallas. Just got our 20,000 mile service here in Memphis, TN. ($117 including tax), as we are on our way to Florida for the winter. Once again a fun experience at a dealer, as I like to wait rather than get a loaner.

Gene01

I have been to several Lexus dealers over the years, and have (with one exception) been pleased with the experience.
However, the service department at Towson Lexus is horrible (no exaggeration). Find a different dealer if you can.

t2014rx

Forgot to mention that the dealer that's 10 minutes away has a separate service area. It's not even on the same block. It would take about 15-20 minutes to walk there from the dealer. So that's definitely a minus towards getting service there. Also, there's only a handful of cars to check out which are locked and no-one to direct questions to on premise. That was a bummer. So I guess the more I think about it the dealership I bought my vehicle from is way better than the one I get my service done at. More reasons to go to Toyota dealership to get service done starting at 15k miles. The Toyota dealership has the service area together and the Lexus dealer is a 5 minute walk so I can easily check out other vehicles.

jdshaw

Unfortunately my buying experience with Hendrick Charlotte - Northlake was negative. Problems from GM down. The big exception was at delivery. Technology guru is A+. Hopefully service and maintenance will be positive.

JT4

My first two Lexus vehicles I bought from the same sales person / dealer over a 6-7 year period. They sell Lexus, MB, BMW and Acura at separate locations. I never had any issues with them during that time in regards to sales or service..

I was away from Lexus for 3.5 years but purchased three other vehicles from two of their other brands, and in that time my sale person left Lexus after 10 years...

For some reason when I was looking to purchase my wife's RX last month my original dealer didn't seem too interested in negotiating or even responding to emails..I was actually following up more than he was and still getting no response. Shame on them, I had purchased 7 cars from 3 of their brands over 10 years. Their loss.

So I went to another dealer and if the sales person and finance manager are any indication of the rest of the employees I should have a great experience with them moving forward..