Lexus of Towson - Service Center

Horrible customer service I picked my vehicle up from being serviced. My paperwork stated the mileage out was 80,162. Upon entering my vehicle my gas light was on and t I picked my vehicle up from being serviced. My paperwork stated the mileage out was 80,162. Upon entering my vehicle my gas light was on and the odometer read 80, 185. When I questioned the service advisor about this I was told they had to do an extended road test. When asked why the mileage was not documented correctly on my paperwork..... no one could answer the question. Extremely poor service especially for a "luxury" dealership. I get treated better at the Toyota dealership when I take my beater Corolla in for service! More

Service department unprofessional Assistant service manager Mr. Johnson accidentally copied me on an email where he called me a "xxxxx" to his manager. Most unprofessional company I h Assistant service manager Mr. Johnson accidentally copied me on an email where he called me a "xxxxx" to his manager. Most unprofessional company I have ever done business with. More

Worst customer service ever Loaner car got a slight damage over the rear quarter panel. They pretty told me I had to pay my deductible up front. Will never use them ever. Wasn't Loaner car got a slight damage over the rear quarter panel. They pretty told me I had to pay my deductible up front. Will never use them ever. Wasn't even my fault the car was parked in an underground garage. Lost a customer for life. More

Bad Service Department I had a local tire company install new tires and wheels on my 2015 ES350. I went to Lexus of Towson to have my TPMS sensor reprogrammed to extinguish I had a local tire company install new tires and wheels on my 2015 ES350. I went to Lexus of Towson to have my TPMS sensor reprogrammed to extinguish the tire pressure warning indicator. The service rep told me they couldn't do it because they were not Lexus TPMS sensors. After spending $280 for the new sensor in the install I was not happy and called my tire installer. He said that was completely untrue and that I should try another dealer. So I took it to Bill Kidd's Toyota and they reprogrammed the sensors without issue. I'm not sure I'll return to Lexus of Towson, I've dealt with a lot of dealerships but have never had one flagrantly lie to me like that. More

Service honored a brake negotiation I have been impressed with the Service Department of Lexus of Towson after a few visits. Most recently, they honored a negotiation that I made at the I have been impressed with the Service Department of Lexus of Towson after a few visits. Most recently, they honored a negotiation that I made at the time of purchase that covered the brakes for a specified period of time. My service advisor (Vince Geppi) notified me of the brake issue, verified the agreement, and the Service Department performed the arranged brake service at no cost to me. Vince was very helpful and this was a sign of commitment to the customer that I greatly appreciated. More

Check Engine Light So, I got a recall in the mail that stated if my Lexus IS250 was running rough and the check engine light was on they would fix at no cost. So I broug So, I got a recall in the mail that stated if my Lexus IS250 was running rough and the check engine light was on they would fix at no cost. So I brought it in and after a series if inconclusive test they told me I needed to replace the spark plugs. So I agreed. A day later the engine light came back on so I went back and ran some more test and still couldn't perform the free recall service because the new scan showed I needed a catalytic converter and they couldn't address that with replacing a portion of the exhaust pipe as well. Anyhow, I took my car without any service to two different Autozones and an Amaco and all three scans showed a P2757 code which was for a solenoid in the transmission. I did some googling and this explains all my symptoms. My question is that the dealership was trying to hit me up with over $2000 in charges for something I didn't need. Just like the spark plugs. This is inexcusable and we should be able to prosecute these guys and their blatant lies. The Service Consultants are nothing more than salesman trying to pick your pocket any way they can. I'm taking my car to a transmission shop to get this issue fixed. All in all, how can you trust these guys with such a blatant lie? Run, run, run from this place. More

Poor. The poor customer service... as well as my car....leaving with the same issue...tried talking to service manager never called back....all I got I ALSO The poor customer service... as well as my car....leaving with the same issue...tried talking to service manager never called back....all I got I ALSO PAID FOR THEM TO TELL ME NOTHING.... IA More

SUPERB Service Moved from Los Angeles, California and shipped my LX 570 to MD last fall. After a few months I noticed the chrome moldings were starting to peel. My f Moved from Los Angeles, California and shipped my LX 570 to MD last fall. After a few months I noticed the chrome moldings were starting to peel. My first instinct was to bring the vehicle to the Owings Mills Lexus close to were I live. All I got was being told that this was a common issue! Having more faith than that on the quality of Lexus cars, I went to Lexus of Towson (a sister company of Owings Mills Lexus). I was met by Thorney Gibson, Service Rep., who immediately elevated the issue to the Service Director, Jim Dick. Jim immediately replied that they would fix the quality issue at no charge. Two days later, due to my busy schedule, I had returned to have the repair done. Thorney was waiting at the agreed time and the defective part was replaced. I was impressed to say the least. I always thought that the excellent service of Lexus in LA was because the people there were used to dealing with celebrities. (I certainly am not one) But to my surprise I was treated like one at Lexus of Towson. These guys stand by their product, as should be, and understand one of the most important reason why people buy a Lexus, being for it's quality above most others. They made me feel at home and like a celebrity! Jim and Thorney are model front line people Lexus Service/Dealers should be proud of and emulate. Few people in other auto service departments realize that the word "Service" means more than just repair and maintenance of a vehicle. It more importantly means the care and satisfaction of the customer! I am now a loyal customer and will definitely purchase my next Lexus at this location. I don't mind driving the extra miles to Lexus of Towson from Owings Mills. More

Buyer Beware. Do not trust Lexus of Towson Service Department. Please go to another Lexus dealer or another mechanic shop for a second opinion. They will state high cost repair items that you may no Department. Please go to another Lexus dealer or another mechanic shop for a second opinion. They will state high cost repair items that you may not need. I have seen some reviews where it looks like there was some intentional damages to make a recommended repair. I have experience this as well since I went to my local trusted Mechanic. I believe the service reps\service techs all work under commision. The service director Jim Dick will not help with any complaints to his service department. His customer skills are poor at best. More

I used to trust Lexus of Towson. They built up a lot of goodwill over the years. Then I got the technician's comments that my "aftermarket drain plug is at risk for leaking," the drain plug they installed goodwill over the years. Then I got the technician's comments that my "aftermarket drain plug is at risk for leaking," the drain plug they installed 6 months ago. Either they're using substandard parts, or they're fishing for business. Completely inexcusable. They've also started handing out inspection reports with each car. My service adviser told me about my wipers needing replaced, and my transmission fluid being dirty (both things I may have had them pay for if he'd offered the services). The inspection report describes a vehicle unsafe to drive, with issues Lexus has never before mentioned. I want to know what's wrong with my car, but I want to have an opportunity to ask questions about it, not be given a report saying I have a transmission leak as I leave the shop. I really love the ? next to CV boots. Are they not sure if I have CV boots? Or just not sure if I need them replaced? Am I supposed to know what that means? More