Lexus of Austin Service and Parts

"Disappointing Service at Lexus Service Department My recent experience at the Lexus service department was far from the luxury treatment I expect. While I appreciated the quick appointment (only 2 days!) for a tire replacement, the problems started soon after. At the end of the day, I was told they needed extra time to wash my car. Disappointingly, when my husband picked it up, it remained unwashed and looked even dirtier. The biggest letdown? My service advisor suggested I return for a car wash, completely missing the point. Their extra time with the car clearly didn't include the promised wash, and a return trip wasn't something I had time for. To add insult to injury, two weeks later I received a call from the cashier claiming my balance wasn't paid. When my husband picked up the car, he was assured there wasn't an outstanding balance. This led to multiple phone transfers and frustration as I tried to confirm the issue. Finally, when I reached the original caller, she was incredibly rude, cutting me off when I sought clarification. Overall, this experience lacked the communication and service expected from a Lexus dealership. The unwashed car, the billing confusion, and the dismissive attitude leave me hesitant to recommend this location or return for future service."

"Everything went really well.No long wait time. The attendants were efficient, and friendly. I was impressed with the video of them servicing my car. Keep up the great work!!"

"Service was fine, tried to do the typical upsells, weren’t pushy about it. The complimentary car wash left a lot to be desired though… had a 9am appointment for an oil change, got there at 8:45am, left at 11 on a Monday morning."

"Not my dealership and I am from Houston, but treated me very well. Loved the coffee bar and chill atmosphere. Took great care and saved a bad situation for my family. Thanks"

"I had a windshield installed here, and the end cap to a roof rail was broken in the process. It appears the installer learned where the tabs were when removing that first cap (every single tab was broken) and applied that knowledge to the other end cap. Service advisor said nothing could be done about it as the parts are old and brittle. He said I could order the piece through their parts department. Beyond that, there was so many flakes of adhesive from the removal of the old windshield that was left in the interior of the vehicle. It should've been vacuumed out prior to the vehicle being returned to me. Glass cleaner obviously dripped from the windshield and was caked on the leather sleeve of the e-brake handle and all over the console. Smudges all over the headliner and A-pillars with either poor or no attempts at cleaning them as they are still there (the pictures don't really show how dark they are). The wire of my aftermarket mic was not tucked back in to the headliner well. I had actually debated picking up the glass I had ordered through them and having someone else install it. Really regretting that I didn't. To be frank, I could've purchased the OEM windshield for a fraction of the cost online, paid less in labor at a reputable installer, and likely gotten better service and quality of work. I figured it would save some time and effort getting it all done at Lexus, but it was truly not worth it. This experience is a quite a shock to me because Lexus, as a brand, has put so much emphasis on the service experience since they were founded. Not a good first time experience with this department at this dealership, and likely the last time for me. Have pride in your work and stand behind it even if it's outsourced. Have some basic duty to your customer, especially with the amount you charge them. The porters were friendly, and the one who gave me back the vehicle upon pick up was very taken aback by what happened."