Customer ReviewsforLexus of Huntsville

On Monday November 13th I arrived at the Lexus dealership for my scheduled appointment. My service representative was ****. I proceeded to tell him I needed an oil change and possibly a tire rotation. He asked me questions about what was going on with my car. I told him it was shaking or vibrating when applying the brakes at 40MPH or higher. He said he would have it checked out to see what was wrong. He later sent me a text stating my car needed front brakes, an upper radiator hose, the rotors needed to be resurfaced, and both air filters needed to be replaced. The total of all the services including the oil change was $1095. Immediately I knew this price was not acceptable to me so I proceeded to contact him to let him know. I called several times with no answer so I decided to leave a message. I few hours later someone else called and said that **** could not get in touch with me. I informed this person that I had called and left a message and that I would be picking up my car. At this point I was already at the dealership and **** calls me back. I told him I was refusing services and he says I'll go get your car and HANGS UP ON ME. I'm sitting at his desk when he brings my car into the pick up area. He comes into the area at a HIGH RATE of speed, gets out, and SLAMS my car door. He walks into his desk area and says there is your car. He never greeted me, said thank you or anything. HIS BEHAVIOR was extremely unprofessional, immature, and childish. I have a right to refuse any and every service if I so choose. I took my car to a reputable car repair place a little later that week. I was told I didn't need brakes or an upper radiator hose. I spent $340 to get my car fixed. Now I totally understand **** was trying to take advantage of me and was upset that his plan didn't work.

We apologize that your service visit did not meet your standards. However, our research shows on Carfax where you had the suggested repairs from Lexus of Huntsville, completed at DK Automotive on 11/17/2023. We recognize that the use of O.E.M parts, in some cases, are more expensive than aftermarket parts. If we can assist you in the future please let us know.  

I have driven Lexus vehicles for almost 20 years and I have never received this type of service with any of the dealerships I have been to. I recently signed up for a Lexus Enform subscription and after I signed up the service didn't work. I called the Lexus brand technical support where they walked me through several troubleshooting exercises and the issued could not be resolved over the phone. I was advised I had to go to a dealership so the agent warm transferred me to the Lexus of Huntsville dealership. I was then introduced to Regina (Service Administrator) where we were trying to set up an appointment to bring in the vehicle. She asked could I come in the next day at 7:15 AM and I replied yes. She asked could I leave the vehicle where again, I replied yes. I then asked about a loaner vehicle which is standard for the Lexus brand (as far as I know) when leaving your vehicle. Regina then went on a rant of them being a small dealership and that they don't loan vehicles without a diagnosis of the problem. The problem was already identified from the Lexus technical support agent so I was quite confused what the issue was. We went back and forth for a moment where I advised I would simply be contacting Lexus Corporate Office because they are serious about the brand and do not tolerate bad customer service. I saw where this dealership had an Elite Dealership reputation and I am wondering where that came from. If it where up to me, I would suggest that Lexus pull their name from this dealership as they do not own up to it's brand.

In this case the customer called in to our BDC for a appointment to have the car diagnosed for the Enform system not working. The customer was advised of a time that he could bring the car in. At that point he requested a loaner car. He was advised that after the diagnostic work was completed and he approved repairs, a loaner car will be provided for him. That was not acceptable for him as he needed to be at work. So, we offered to give him a ride to work and to pick him up from work, that was not acceptable neither. At that time he called Lexus Customer Satisfaction. They did try to walk through the issues with the Enform system without success. He then filed a complaint with Lexus Customer Satisfaction about our loaner car policy. This is from the email where this customer was advised from LCS, "I have explained to Mr. **** that the dealerships are their own business and are our business partners. I set the expectation that loaner vehicles are solely the dealership's property and we cannot force their hand."

Lexus Guest Experience Representative

To add to this issue, this is a 2015 IS, it has 3g net work capability, that has expired at this time. ATT has phased out 3g network as of 2/22/2022. There is great probability that his issue can not be repaired for any cost, it is simply old technology that is no longer supported.

We will stand behind or promise of once "the diagnostic time is completed, and repair has been approved, a loaner car will be provided to a customer."

Thank you,
Lexus of Huntsville