Kendall Lexus of Alaska

Shop Supplies Had a key fob programmed at the same time they serviced my car for a few recall issues. I was very surprised that they charged a 15% "shop supplies" Had a key fob programmed at the same time they serviced my car for a few recall issues. I was very surprised that they charged a 15% "shop supplies" fee for programming the key fob AFTER it was done. I can't imagine what consumable supplies they required to do this job. Read the fine print, apparently (or maybe not so apparent to all) they automatically charge 15% in addition to any service being done, with a maximum of $35. When you get an estimate, add an additional 15% to it for the shop supplies. More

Charged My Card Without Permission Got lured in by email encouraging me to take advantage of "Complimentary" 12 month/10,000 mile service. Dropped car off that day, but after oil change Got lured in by email encouraging me to take advantage of "Complimentary" 12 month/10,000 mile service. Dropped car off that day, but after oil change and cabin air filter replaced I was handed a bill for $188.61. I showed them the email, and was then charged $77.99 ($38 filter and over $40 to pop it in). Still felt like bait and switch, but I paid by Visa and left. Two days later Lexus called me at home, said it was a mistake, I did not qualify for complimentary maintenance and they wanted $110 more! I said, "no, please reread the email, it is very clear. Respond to me in writing if you believe I owe more." No email, but they charged me anyhow. Kendall retains all the info they need to manually enter your info and run a charge any time they want. This is unauthorized use of my credit card info, and poor service. My emails and phone calls to general manager Tim Toth have been ignored. We are done with Lexus. More

Professional and friendly We are in the process of purchasing a certified used Lexus from Kendall Lexus of Anchorage. We will take delivery tomorrow. We found our perfect vehic We are in the process of purchasing a certified used Lexus from Kendall Lexus of Anchorage. We will take delivery tomorrow. We found our perfect vehicle at Kendall Lexus of Eugene. Our sales team of Kevin, Colleen and Bo helped to arrange for shipping to Anchorage. They handled everything for us. We have never had such a positive, friendly and professional experience shopping for a vehicle. I would recommend this dealership hands down! Thanks again Kevin Colleen and Bo. More

I bought a Lexus out of state and have no other choice than to use Kendall Lexus for service. Overall, the experience and service is honestly terrible. This is why: 1. there is no differentiation between than to use Kendall Lexus for service. Overall, the experience and service is honestly terrible. This is why: 1. there is no differentiation between Lexus and Toyota customers. The service staff and managers acknowledge this. 2. the time required to drop your car off for a service appointment and obtain a loaner has taken in excess of 1.5 hours. The only reason I got out in 1.5 hours was because I escalated the issue to the general manager who reluctantly decided to do something to help. 3. there is ZERO management of this dealership. Managers and staff simply stand around doing NOTHING when there are customers needing help and long lines of people waiting for service. 4. I have taken my car in 5+ times and EVERY TIME the ball has been dropped in some way. Examples include: a. waiting 1.5 hours to turn car in for service and get a loaner. b. Loaner cars provided with less than 1 gallon of gas more than once. c. Lexus is supposed to be washed with the service. More than 3 times the car was not washed, no explanation provided, and no willingness from the management to fix the situation. d. parts of the servicing not completed. I paid for air filter changes, but the air filter was not changed and simply left on my seat. Was told they did not have the key to access the glove box and could not complete service. Was not told in taking car in that the glove box needed to be unlockd. e. ZERO ACCOUNTABILITY from anyone including the managers. If one raises a question or issue, no one has accountability or a willingness to do anything. Lack of customer service seems to be an accepted norm. I previously had a BMW and the customer experience and service FAR EXCEEDED what I have experienced at Kendall Lexus. Based on these experiences I am done with Lexus. I will gladly pay 10-15% more for a BMW as the experience and service make up for the higher price. If I were the owner of this dealership, I would instantaneously fire the GM and put in someone who has a basic understanding of customer experience and service.... More