Lexus Of Orland

I have been a customer for a few decades and on my 3rd RX since it debuted. I love the Lexus brand & expect impeccable customer service. The dealership I frequented in another state, exceeding expectations, since it debuted. I love the Lexus brand & expect impeccable customer service. The dealership I frequented in another state, exceeding expectations, is the standard, not merely a tagline. If they missed the mark, they were quick to rectify any issue immediately, & their reputation was one you could trust. Here's where I erred. I had heard wonderful feedback about Kowalis Lexus, & I anticipated the same level of service, respect, and trust. If nothing else, an appropriate level of care according to Lexus' brand when I visited Lexus of Orland Park (LOP) for an oil change, tire rotation, brakes, and to have a sensor light checked on the dashboard panel, which generally indicates tire air pressure, but wasn't turning off. The service rep (Tony) was dismissive, perturbed by questions when I said I didn't understand, and refused to provide a loaner after he said he would keep my car over Labor Day weekend. I explained I could not be without a car for an extended weekend, and he said, “We don't have loaners and definitely not for an oil change & tire rotations.” I reminded him of the brakes. He disappeared for a good length of time to help other customers. When he returned, he said he was “tired, ready to go home, several people called off, it's been crazy all day, and I’m over the day, so what do you want to do?” He would explain nothing further. I had to contact the Service Director in the state where I purchased the car for help, and he was astonished that I was in a Lexus dealership. He pulled my service records and explained everything they refused to clarify at Lexus of Orland Park. The out-of-state dealership explained the recommended services and, based on mileage, what other services were due. He noted the prices were only slightly inflated but suggested requesting a service coupon for an oil adjustment. The LOP service rep returned and started to explain pricing for the tire rotation and oil change, and I had to insist that the service rep ask the technician to check my brakes. He said I “could come back for that after the holiday.” One of the primary reasons for scheduling the appointment was to check the brakes, and with the rainy weekend predicted, is LOP willing to be responsible if they fail? He said he'd talk to the tech, but “we’d all like to go home.” It was 20 minutes before closing, and by now, I had been there for hours. He returned and confirmed what I knew when we started this process: I needed new brake pads and other services, and miraculously, they now have loaner cars. (An appreciated courtesy.) He said LOP doesn't have coupons, and when I asked how I received a coupon in the mail for an oil change, he offered to take something off the price. After a very hefty invoice, I received my car back after the holiday, and I'm experiencing the same issues. The better part of this lamentable experience is that Abby F. is a delightful and upbeat greeter. My initial impression is she loves her job; she's professional and personable. Two other staffers made the experience tolerable: David T., the Service Advisor. He was not my advisor, but he was courteous and checked in twice to ensure we were being helped. He was attentive, and we weren't his customers. Mariea was friendly, professional, and helpful when she noticed we were there for quite some time. If it weren't for the few helpful individuals I encountered, I would have rated lower. I paid for services that were not satisfactory. I had to return the next day for squealing brakes. My car is still squealing, and now I must return a third time, which is more time and effort. I will update the review after the next visit. I am disappointed by the runaround. It feels deceptive, particularly after pointing out concerns before leaving their service department. Joe Pervazas drove the car. I followed all his suggestions, but the problem persists. He was annoyed; it wasn't helpful; they don't like ques More

I love it only 1 thing i didnt care for! The hoovering around me riding The hoovering around me riding More

Fast service and pleasant advisor. They offer a rental now too if needed. Inside is very clean. They offer a rental now too if needed. Inside is very clean. More

Efficient, thorough, courteous service. I appreciate their professionalism. The facility is also comfortable when waiting. I appreciate their professionalism. The facility is also comfortable when waiting. More

Great service i love it they were nice and the environment was clean and all the employees were treating me nice environment was clean and all the employees were treating me nice More

Very helpful and kind answered all the questions I had with no problem also gave me a ride when it was very needed with no problem also gave me a ride when it was very needed More

The staff is always considerate and accommodating. They are consistent in their service practices and I appreciate when they have specials and coupons. They are consistent in their service practices and I appreciate when they have specials and coupons. More

My experience during this visit was pleasant. The customer service was great from beginning to end. The customer service was great from beginning to end. More

Great Service. Dave was very friendly and made sure I got all concerns taken care of. Thank you! Dave was very friendly and made sure I got all concerns taken care of. Thank you! More

Brought my car in for an oil change. My service advisor advised me I did not need one yet and simply rotated my tires and saved me at least $100. My service advisor advised me I did not need one yet and simply rotated my tires and saved me at least $100. More