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Lexus of Ann Arbor
Ann Arbor, MI
192 Reviews
This rating includes all dealership reviews, with more weight given to recent reviews.
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Helpful 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
January 07, 2024
Steer clear of the used car sales manager, Derek. Aggression and micro aggressions against female car owner. Shocking he was given a leadership position. Unprofessional, poor communication throughout Aggression and micro aggressions against female car owner. Shocking he was given a leadership position. Unprofessional, poor communication throughout process. Sounds consistent with other reviews of used car sales there. More
by Michigan Car Buyer
Employees Worked With
Derrick Young
December 20, 2023
I had my 2023 350E Lexus serviced at Lexus of Ann Arbor. Chris was my service technician and he was excellent. I elected to wait for the service, and the car was ready on time. Chris took the time to expla Chris was my service technician and he was excellent. I elected to wait for the service, and the car was ready on time. Chris took the time to explain the future service schedule, and what needed to be done. The car was clean, and the front floor mats were cleaned! Great service and dealership! More
by eacroson
Employees Worked With
Chris
December 15, 2023
If you are looking to buy a New or Used Lexus hassle free, contact Denise Sanmartin. She is friendly, knowledgeable, helpful and overall, an amazing saleswoman!!! I was looking to get a NEW Lexus GX as free, contact Denise Sanmartin. She is friendly, knowledgeable, helpful and overall, an amazing saleswoman!!! I was looking to get a NEW Lexus GX as a Christmas present for my wife. Denise took the time to listen to what I was trying to accomplish and provide everything I need to make my decision quickly and hassle free!!!!! More
by AMS
Employees Worked With
Denise Sanmartin
December 13, 2023
Friendly, professional. All services are described beforehand along with a price quote. Alex is a top service representative. All services performed are reviewed with any qu All services are described beforehand along with a price quote. Alex is a top service representative. All services performed are reviewed with any questions answered. Definitely a top notch service department for me. More
by Mindy Wilson
Employees Worked With
Alexander
November 11, 2023
Amanda, at Germain Lexus, is always professional and gives you individual attention even when busy. She does it with a smile and takes care of service and warranty issues promptly. Great dealer, great s gives you individual attention even when busy. She does it with a smile and takes care of service and warranty issues promptly. Great dealer, great service. More
by btung
Employees Worked With
Amanda Nowaczyk
