Lexus of Kendall Service Department

"If I could give them zero stars I would. I have tried about 20-25 times to reach literally anyone in the service department to answer a simple question. I’ve left two voicemails. No one seems to work. Doesn’t matter what time you call, I’ve called at 7:15 in the morning, I’ve called at 11 am, I’ve called at 4:45 pm. Supposedly their hours are 7 am to 8 pm, but no one can answer a phone call or simple question. One thing for sure, the awful service will be the reason I will NOT be getting another Lexus when my lease is up next year. It was a nice run while it lasted, you guys have lost a loyal customer after 8 years of leasing."

"The worst experience I’ve ever had at any Lexus service department. I made an appointment earlier in the week for an oil change. When I get there they tell me I do not have an appointment despite me showing them the confirmation email AND text. They tell me they will have a service advisor speak with me and after waiting an hour I had to demand to speak to someone. Eventually an advisor comes out asking tons of questions on what service is needed. I clearly told them in my appointment and when I got there it was for an oil change. This was extremely disappointing, frustrating, and unacceptable. I’ve been servicing my car here for YEARS. I took my car and left after wasting almost two hours with zero customer service. I hope everyone reads this review and considers it before taking their vehicle here."

"Really disappointed with the customer service at this service department. I had good experiences when Dee was my advisor but she left. When I had another issue with my Lexus it took a week and multiple calls and voicemails to get in touch with someone in the service department. This started in a Wednesday, they first forward me to some new advisor voicemail machine, I left a message that was that was never returned. I left two messages in the service department answering machine that were also never returned. On Saturday some receptionist took my message and guaranteed me the manager would get back to me by the end of the day. Obviously I heard nothing and called back again early next week, spoke to another receptionist who apologized and forwarded me to another advisors voicemail. I left another voicemail and didn’t hear back again. The next day I was able to finally speak to her and no one was aware of my situation and not a single voicemail was listened two, the messages supposedly written were never forwarded. I told her I wanted to speak to the manager and he did call me back. Luis the manager said they never got any of the messages but would look into the phone records and see how all this went wrong, and he would have the advisor call me back to schedule and move forward with the service. That also never happened so I went to a different dealerships service department, where Lexus ended up paying for the entire issue."

"Luis Rivera. Service Manager was exceptional. He was extremely busy but took the extra time to help me with all my questions. Truly appreciate his considerate attention to my concerns. Thank you so much."