Lexus of Louisville

You be the judge! Summary: You be the judge! One of two things have happened here, and, in all seriousness, both are a possibility. Either Lexus services decided that Summary: You be the judge! One of two things have happened here, and, in all seriousness, both are a possibility. Either Lexus services decided that they didn’t want $4000 of suspension work to make my LS460 safe and just decided to knowingly put me back in a vehicle that was knowingly unsafe, or the salesperson lied to me multiple times, both to my face and over the phone. Whatever the truth may be here, and we will likely never know, I will never again trust Lexus of Louisville to touch any of my or my family’s other Lexus vehicles. I don’t do business with an individual or a company that I cannot trust, and I am certainly not going to risk my safety or the safety of my family in a vehicle where the company can’t be trusted. The Story: Since my very first visit I have had issues with Lexus of Louisville. I have always done what was recommended by the service writer and consistently had issues. On my first visit it was recommended that I have the scheduled service for the mileage, an oil change, new pads and rotors (rotors were able to be turned for a little more life) and new Michelin tires which I did. After picking up my LS460 from a fresh service and new tires I expected everything to be great. There was a shimmy in the seat and some shake in the steering wheel. I went back to Lexus and with some investigation concluded that I had two bent wheels. They were not bent when I dropped the car off and they are bent after buying new tires. I don’t think you need a calculator for this math. However, nothing was done, and zero responsibility was taken. Over the next 3 years or so I continued to have my service work done by Lexus of Louisville which was just oil changes and I did have pads and rotors done again. Every single time I went back for service I brought up the bent wheels. Again, and again zero accountability. Finally, I decided to sell my LS460 and for the sake of time I was just going to sell it Lexus. On my last service visit I asked the service writer to have someone look at it and let me know what they would be willing to offer. When I picked the car up, I was told that it is a $12,000 - $13,000 car. I said thank you and that I would get it cleaned out and brought back. Lexus offers are only good for a few days and I didn’t get back for a couple of weeks, so I knew they would likely glance at it again. When I came back, I met a gentleman, first thing in the morning and we went through the same thing again. Lexus came back with an offer of $10,000. I asked how a well-maintained vehicle loses $2000-$3000 in two weeks. It was the usual “I don’t know what to tell you, I’m just a salesman” kick the can conversation that really goes nowhere. After a 15-minute conversation, and zero answers, I said that I would be at the dealership in 30 minutes or so. When I arrived, I again tried to get some explanation about why the differences in the offers. This, of course, goes nowhere. Just then, this salesman looks at me and says, “your car does need some suspension work and control arms and that is about $4000 worth of work.” I paused and said really! “I was just in here two weeks for an oil change and got two thumbs with the service.” “Why was I not informed that my car needed so much work on parts that are directly related to drivability and safety.” Of course, it was the kick the can conversation again. He said, “I don’t know, we could ask your service writer, but he is not here.” By this point I wasn’t sure what was the truth, but was sure that I was not taking chances with safety so I sold the car for the offered $10,000 and told the salesman that “I would never set foot in Lexus of Louisville again and none of my other Lexus vehicles or my families Lexus vehicles would ever come through Lexus of Louisville. Zero effort was made to make things right. How many times was I lied to both to my face and over the phone? Was I really in danger in an unsafe vehicle? I am not willing to business with individuals or companies who have a habit of lying (yes, I know this is the car business) and I am absolutely not taking any safety risk to me or my family. These are the facts, as I experienced them. You decide! More

10k service Cam was great to deal with. Very professional and prompt. Highly recommend this dealer. The service area was very nice and the entire staff was friend Cam was great to deal with. Very professional and prompt. Highly recommend this dealer. The service area was very nice and the entire staff was friendly. More

90,000 mile service The service tech that I work with is very thorough and reliable. He explains what they are going to do and why in a very professional and friendly way The service tech that I work with is very thorough and reliable. He explains what they are going to do and why in a very professional and friendly way. He answers all my questions. His name is John Dean. More

Replacing tires I had booked an appointment about 10 days in advance. Had to change the date because Ashley was off the day I requested. Then when I got there she I had booked an appointment about 10 days in advance. Had to change the date because Ashley was off the day I requested. Then when I got there she was at lunch, and someone else had to register me. She did reserve me a courtesy car. About an hour after I left the car she called me to let me know the tires were not in stock and they would have to order them. This was inexcusable. It was her job to make sure they were in stock. I had to spend two days coming back and forth.to get the car. I do not want to use Ashley again More

Super Service Experience I have used Lexus of Louisville Sales & Service since the early ‘90’s and both have been consistently outstanding. I wouldn’t do business anywhere e I have used Lexus of Louisville Sales & Service since the early ‘90’s and both have been consistently outstanding. I wouldn’t do business anywhere else. More

Excellent Customer Service My husband and I started looking for a new vehicle the first week of April. We stopped by the dealership just to look. Krissy came out and we chatte My husband and I started looking for a new vehicle the first week of April. We stopped by the dealership just to look. Krissy came out and we chatted for a few minutes. A week later, my husband and I went back to test drive a vehicle. We never had any pressure to purchase the vehicle. Then last week, my husband and I went back and purchased the vehicle. Krissy had everything ready for us the evening we went in to purchase the vehicle. This was a smooth process. Amber had all the paperwork in order. This was a smooth process. Catherine did an excellent job showing me all the gadgets that I needed to know about. This piece was a little overwhelming, but Catherine did an excellent job walking me through everything. We never felt any pressure during the whole process. Thank you for making our experience great and making us feel comfortable during the process! Thank you for being knowledgeable, courteous, and friendly. Thanks again! More

Excellent Service From our salesman Bryan Bean, to the business manager Amber Gregory, to the tech specialist Catherine Hudson all were knowledgeable, courteous, and he From our salesman Bryan Bean, to the business manager Amber Gregory, to the tech specialist Catherine Hudson all were knowledgeable, courteous, and helpful throughout the purchase process. As a repeat customer, I value the customer service as well as the quality of the vehicles sold by Lexus of Louisville. More

Had a tire issue (out of town customer from Ohio) They helped me fix a tire issue in a very prompt manner. The service by John Dean very excellent & I was an unplanned customer from out of state witho They helped me fix a tire issue in a very prompt manner. The service by John Dean very excellent & I was an unplanned customer from out of state without an appointment! The tire was fixed & I was completed less than an hour! WOW service was provided! More

Service is the Best and the main reason I go to this dealshi Will only work with Cameron in Service. The main reason I go to this dealership is because service. I don’t recommend the sakes department. I trave Will only work with Cameron in Service. The main reason I go to this dealership is because service. I don’t recommend the sakes department. I travel a lot and use the service department all time. More

Excellent customer service We would like to say thanks and tell what excellent customer service we received from John Dean. John’s simple approach and his personality in telling We would like to say thanks and tell what excellent customer service we received from John Dean. John’s simple approach and his personality in telling us what service our vehicle needed left me feeling very trusting in his guidance for the work being done. So kudos to John Dean! More