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Lexus of Ann Arbor
Ann Arbor, MI
190 Reviews
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Helpful February 12, 2024
The dealership as a whole was top notch! Aimee was outstanding. She was personable, timely and sensitive to our needs throughout the evaluating and buying process. Aimee was outstanding. She was personable, timely and sensitive to our needs throughout the evaluating and buying process. More
by Jim
Employees Worked With
Aimee
January 26, 2024
I WAS a long time customer of Lexus Ann Arbor. Note the past tense. In September of 2023, I took my car in for a routine service. Two days later, I sent my service advisor a video because my Note the past tense. In September of 2023, I took my car in for a routine service. Two days later, I sent my service advisor a video because my car was making a noise it did not make prior to taking it in for service. The service advisor responded that it could possibly be a rock in the tire tread. I diligently inspected the tires and with no rock found, continued to drive the vehicle and the noise seemed to wax and wane. On 09/24/23, I was traveling on Interstate 23 at 70 mph. The car noise intensified and it began vibrating. It also began to pull to the right. I pulled over to the shoulder and as I did so, alerts came on for the ABS and BSM. I contacted my emergency roadside assistance. In the interim, a Good Samaritan stopped to assist. This individual informed me that ALL of the bolts on the driver's side front and rear tires were loose and that one bolt was missing (the bolt requiring the wheel lock key) and that the right rear tire was close to coming off. The Good Samaritan tightened the bolts on all of the tires so I could drive the vehicle home. Lexus advised they would pick up my car. Clearly, they believed it was more than a rock because they had my car was towed to the dealership. On 09/25/23, I spoke to the service manager, Brandon Ponder. Brandon assured me that he was going to "pull the camera footage" and conduct "a complete investigation." I asked him to please contact me to let me know the status of my vehicle as well as his findings from the investigation. My service advisor contacted me on 09/26/23 to inform me my car needed a new wheel bearing and lug nuts for the left rear tire. I had no further follow-up from the dealership. I emailed the General Manager, Sean Kass, who ignored my emails until I involved legal counsel. To date, I have not received an apology or any other action from Lexus Ann Arbor in an effort to repair the relationship. I am shocked at the callous disregard for a big "OOPS" on their part and given their apathy, would caution others from using this dealership. More
by THERE WAS NO PURSUIT OF PERFECTION
Employees Worked With
Brandon Ponder, Sean Kass
