Len Stoler Lexus

I do not work for Lexus but when a consumer comes into a Lexus dealership, the consumer should bring the vehicle to the service center where they are greeted by a service professional. Once the service pr Lexus dealership, the consumer should bring the vehicle to the service center where they are greeted by a service professional. Once the service professional greets the consumer, they should begin the service process if possible or inform the consumer of their expected wait time. While they are waiting, the team should focus on assisting other customers in the order in which they arrived.  The consumer should be kept informed throughout the maintenance process. The service professionals should look at the vehicle maintenance history and ask the customer to describe the issue. If the service team member is unable to address the concern a senior professional should be called. When I arrived at the service center, I drove the vehicle into the garage and waited to be greeted. After some time had passed and I still had not been greeted, I pulled my car further into the garage to make room for another vehicle behind me. The team members began to assist the new vehicle’s driver behind me while I continued to wait, much to my chagrin. I decided to bring my concern to the team member who disputed the fact that they saw the new driver. When the team member proved unhelpful, I insisted to speak with the manager who then not only condescendingly sanctioned the behavior of the team members but invalidated my concerns about fair treatment by telling me to leave if I found the situation disagreeable. Eventually I found myself being escorted to a service desk where a different team member asked me to describe the issue. I had already relayed this issue via telephone to this very dealership, so I was confused when he asked me to recount the problem because it should have been on my account notes. It would have been helpful for the manager to inform me that there was a change between who I had spoken with on the phone and who I would be speaking with in person. I did my best to describe the issue, but the service team member was more preoccupied with my tone than the concern he was ultimately unable to address. I was promptly instructed to part ways and vacate the premises. There are a few issues with this entire exchange. Namely in 2022 there is no acceptable reason why a group of professionals should feel comfortable casting out a high value consumer. No person regardless or race, nationality, sex, religion, personal disability, or otherwise should be subjected to a subpar experience and then be dehumanized for requesting the business uphold its brand standard. This experience was a gross bastardization of Lexus’ dedication to “offering exceptional customer experiences. And in doing so, creating loyalty throughout the world…” Given the trends of consumers buying vehicles since the COVID epidemic and the subsequent chip shortage I doubt that it is in any dealership’s best interests to continue to interact with consumers in this manner. More

Derrick was the best salesperson I have had at Len Stoler. He was truthful, valuable & insensitive to my needs. Couldn’t ask for a better person to assist me. Phil was very friendly and helpful. Stoler. He was truthful, valuable & insensitive to my needs. Couldn’t ask for a better person to assist me. Phil was very friendly and helpful. Travis made me feel laugh and very nice. A big thank you to these professional guys. 💯 More

I was looking to upgrade my RX350 to a 2018 or newer. I went to dealers from Chantilly VA to Annapolis Md and could not find the vehicle at the price I was willing to pay. My friend recommended I try went to dealers from Chantilly VA to Annapolis Md and could not find the vehicle at the price I was willing to pay. My friend recommended I try this dealership. My sales person (Derrick) was amazing. He didn’t rush me and found the car with the features and in the color I was looking for. The entire process took less than 24 hours from financing to the purchase of my new vehicle. Since 2010, I have owned several Lexus RX350 and dealt with many dealerships over the years. The entire team made feel at home and it was worth the 1 hour drive to get there. I would highly recommend Len Stoler’s - especially Derrick. More

I have an RX350 Lexus and had been dealing with Len Stoler Owings Mills for service with no problem however, I decided to upgrade my vehicle to a 2018. I was working with Duane Womer and he found the v Stoler Owings Mills for service with no problem however, I decided to upgrade my vehicle to a 2018. I was working with Duane Womer and he found the vehicle I wanted and I was told it had to be inspected 1st thereforefore could not be sold.I understood, but then told him what I was trading and his manager gave me an appraisal amount on the vehicle however could not buy the car. I was told that once it's inspected and I wanted them to get a few dings out the purchase would be made. Never was I told I had to buy that car that day. When I called back the end of the week the car was sold. Duane said he did not know that they had sold because he was off and when he inquired he was told I should have put a deposit down. I spoke with his manager Phil Pate who was very rude and assumed that I knew how your business is run. If they would have honest with me and let me know upfront that they wanted the car sold as is, then it would have been my decision however, this dealership does things that is completely unacceptable and not in the best interest of the customer. Phil Tate did not even apologize for his rudeness or lack of communication to me. I know I will not deal with them ever again. More

From the sales manager Joe Benson to the overall manager Alan Cassel and after buying or leasing Lexus's for over 30 years trying to do a buy-out of my current Lexus was a complete & total HORRIBLE experien Alan Cassel and after buying or leasing Lexus's for over 30 years trying to do a buy-out of my current Lexus was a complete & total HORRIBLE experience and will never do business with them again. More

It's been 15 years since I bought a new car. What a pleasant and wonderful experience this time. No regrets, excellent dealership. Fully recommended. pleasant and wonderful experience this time. No regrets, excellent dealership. Fully recommended. More

Very comfortable buying my used Lexus from them. Duane was a very friendly salesman! Finally an enjoyable experience buying a car. I usually dread that. Travis in finance was very helpful as well. People was a very friendly salesman! Finally an enjoyable experience buying a car. I usually dread that. Travis in finance was very helpful as well. People were very professional and personable! More

Dealing with Tom Bardelman as our sales rep. for the past three purchases has been nothing other a great and smooth experience. When I call, Tom knows what I need and ensures we receive top notch service an three purchases has been nothing other a great and smooth experience. When I call, Tom knows what I need and ensures we receive top notch service and he provides us with an in and out experience that I love and the only way I can purchase a car. Tom goes above and beyond to ensure he puts Lexus at the top for customer service. Alan Kassel (General Manager) always makes sure that he takes the time and opportunity to ensure that our deal went smoothly and completes the purchase deal as a five star experience. We would recommend Len Stoler to anyone in the purchase of a new vehicle. More

Went to purchase a used Lexus LS 460. Chris in sales was very knowledgeable about the car and helped me make my purchase. Travis in the finance department made getting a loan a quick and easy process. Would very knowledgeable about the car and helped me make my purchase. Travis in the finance department made getting a loan a quick and easy process. Would highly recommend Stoler to anyone looking for a used or new car. More

Not impressed with this dealership at all. Purchased a 2021 Red Lexus Rx 350 from this dealership only because red color wasn't available at another dealership in the area. They took 3 weeks to finalize t 2021 Red Lexus Rx 350 from this dealership only because red color wasn't available at another dealership in the area. They took 3 weeks to finalize the price, kept on calling to come in and pick up the car. Increased the price by $900 when i got there. First and last time buying a car from this dealership. More