Very poor and unorganized communications; service staff - NickNX450h+
Very poor and unorganized communications; service staff is so NOT coordinated. Texts, Emails from various sources that are not in sync. Somebody calls you to tell you the new part for the recall arrived and why you don’t have an Appt. I clarify that I have an appt. Then the day arrives and they DON’T install the part. They do other things. They want you to approve high cost repairs (urgent texts) when you have prepaid service visits which were discussed at drop off. You come for 2 recalls. You remind the guy that they have received your special parts. They miss one doing that recall! They Make you come back after the weekend . Sure I get a loaner , but that’s not an excuse. Is there a service manager, an organizer on site?? The database of customers and how it’s managed is so poorly handled, not a match with a high end famous brand… Overall it’s already very disappointing to pay more than $60K for a high end Lexus and already face two recalls (one is the whole display going blank on you while driving!!) and then face a messy and unmotivated service crew (4 poor performance individuals out of 5 involved). The Lexus app is so buggy too. The NX450H+ is a great car (hardware) but all above, Service, Software, Digital communications drop the respect you initially get for Lexus. I think I will be looking for alternative dealership/Service
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