Henry Martell

Impossible to get Warranty Repair My local Lexus of Kendall (FL) dealer nor Lexus corporate have resolved a problem with my 2013 ES300h after many attempts. Lexus of Kendall dealer sai My local Lexus of Kendall (FL) dealer nor Lexus corporate have resolved a problem with my 2013 ES300h after many attempts. Lexus of Kendall dealer said if I maintain my car with them they will fight for me should there be any problem with the manufacturer in the future, so I did. Well, I reported a defect in the backseat leather shortly after my 25k maintenance appointment November 2016 while my car was under warranty. The backseat perforated leather dried and shrunk causing tension on the rest of the seat. It feels very rough and hard to the touch. The manager at the dealer took photographs, and said he will contact the manufacturer. After several months of leaving messages with Lexus of Kendall operator and voicemails I was told the manager no longer works there, and another manager (Bernardo) took over his work. I came in person to meet with new manager March 2017, by which point the problem area became larger, and same problem started to happen on the other side. He took more photos, said it's not a Lexus defect because on one side it is "perfect circle". I contacted corporate, submitted photos, and they asked Bernardo to weigh in. He said I caused the damage but could not explain how, and if there was a defect in the leather he would not be able to tell unless the leather was taken off and he can examine the back side of it. Corporate said I will need an expert in leather to run tests and determine the cause. I have never heard of such a response for warranty coverage. They denied to fix my car while under the warranty. I contacted the 3rd party dispute resolution address, provided by Lexus, several times with no reply. I purchased the car used with 6k miles in 2013 in perfect condition. Since then I rarely used or had passengers in the backseat. When I did have passengers the trips were short, just a few blocks in the city, and my passengers are slim. My car is stored under a carport, in a garage when I am at work, and my windows are tinted so the inside temperature does not get hot often. I have had others cars such as Audi, BMW, Chrysler, Honda over 100k miles and much older that did not have such quality issues even with daily use. My Lexus has premium leather with Luxury package, it should withstand at minimum light use. The problem from initial report to current has grown in size, and continues to grow. Terrible dealer customer service and misinformation, terrible experience with corporate. First and last Lexus. More

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Not a great experience, Get things in writing!! As a long time Lexus customer, I decided to do business with Lexus of Kendall because I expected the buying process to be on par the high standards Le As a long time Lexus customer, I decided to do business with Lexus of Kendall because I expected the buying process to be on par the high standards Lexus has. Sadly, this was NOT the case. According to the walls at the dealership, Lexus of Kendall has achieved the "Elite of Lexus" award, which is prestigious among Lexus dealers. However, I was not treated in a manner consistent with this high honor. I strongly urge anyone doing business with this dealership to get everything agreed upon in writing, as well inspect the vehicle in person with your own eyes. More

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My daughter is very happy! I bought a red 2016 Lexus IS for my daughter on Tuesday. They gave me a great price and made the process smooth. I am a happy customer. I bought a red 2016 Lexus IS for my daughter on Tuesday. They gave me a great price and made the process smooth. I am a happy customer. More

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Muy malo y me enganaron Me engañaron el manager de Lexus Martel me prometió dos meses de pago de mi auto, el cual fue golpeado cuando lo llevé a servicio 2 días después de ha Me engañaron el manager de Lexus Martel me prometió dos meses de pago de mi auto, el cual fue golpeado cuando lo llevé a servicio 2 días después de haberlo comprado para alineacion, después de 25 días de estar en servicio descubrimos que lo estaban pintando en la parte de atrás del dealer, al reclamar con el manager general Chris's Robert, mandaron a cambiarme mi GX460 2017, el día que fui a firmar mi auto nuevo querían ponerme fecha de retroactividad es decir que en 5 días tenía que pagar un auto que no había utilizado mi esposo puso un complaint y automáticamente cambiaron de decisión y me prometieron 2 meses gratis al firmar mi nuevo carro se puso en el negocio que tendría dos meses como prometió el gerente Martel y el financista lo puso en el negocio a los 3 días que fui a buscar mi dinero el manager Martel dice que no se acuerda ya firmado el nuevo carro, me siento estafada y engañada por parte de la directiva de lexus y más nunca recomendare ni compraré un carro más en ese dealer del cual ya mi persona e esposo llevábamos 3 autos comprados en ese lugar, me siento engañada y por esa razón no visitare jamás ese lugar, el señor Martel no tiene palabra y muy falta de respeto al llamarme mentirosa creo que su falta de profesionalismo fue demostrada al engañarme teniendo yo mi bebe en un hospital y me hayan hecho ir a firmar con promesas enganosas manipulando a los clientes con beneficios por daños ovacionados por el departamento de servicio quien fue los que chocaron mi auto y a escondidas pintaron sin mi autorización y pulieron para que no me diera cuenta de la cantidad de rayones que le habían hecho a mi auto usted Martel no tiene palabra y no pueden confiar en la directiva de ese dealer del cual prometen y después de firmar se olvidan maliciisamente de lo que dijo para que me sintira confiada eso es enganar al cliente y más por ser mujer jamás compren un auto en ese lugar donde las mujeres somos maltratadas e engañadas por qué no tenemos experiencia a la hora de solucionar los problemas de este tipo además llamé en reiteradas ocaciones al señor. Chris's robert sin que me de retornará la llamada es decir mi derecho como clienta no importa en ese dealer prueba que les deje más de tres mensajes a su contestador y jamás me retorno la llamada porque no les importamos como clientes solo les interesa vender sin importar si el cliente ha quedado complacido con el servicio o trato brindado no es etico ni profesional engañar a una mujer y Clienta que confió en lo escrito y al final destruyeron para que no quedara en evidencia lo prometido del pago de mis dos meses por todo los 25 días que me mantuvieron sin mi auto 2017 GX 460. No pienso jamás regresar a ese lugar ni recomendar jamás a más nadie a Lexus de Kendall mientras sigan esa directiva engañosa y ladrona que solo manipulan con promesas que no cumplirán porque soy mujer, me siento discriminada e enganada. More

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Very Pleased My Sales person Freddy and Finance Manager Jose were both fantastic as well as the floor manager. Everyone was very helpful, efficient and responsive My Sales person Freddy and Finance Manager Jose were both fantastic as well as the floor manager. Everyone was very helpful, efficient and responsive to my needs. Best of all they did it while I sat by my pool and came in only to sign and get my tutorial on my LC500. Highly recommend the 3 above mentioned, I did previously have a bad experience with Cesar(sales) at this location but I knew it was the person not the dealer so proceeded to bring my business here due to 2 previous purchases that were both great as well. More

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Good! Service and I don't have any negative so just say congratulations you need to continue work and give the better that you have for a customers I don't have any negative so just say congratulations you need to continue work and give the better that you have for a customers More

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Lease trade in Oscar was very helpful and efficient , as well as all others we interacted with at Lexus of Kendall Igor was clear and efficient with all the paperwo Oscar was very helpful and efficient , as well as all others we interacted with at Lexus of Kendall Igor was clear and efficient with all the paperwork And Henry Martell, the GM was great too. All those I came in contact with expressed respect and praise for Henry. More

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Being a customer since 1997. I like to take this opportunity to give Thanks to your following employees from which I have always received VIP care. Maria Velazquez, Divis Avila, J I like to take this opportunity to give Thanks to your following employees from which I have always received VIP care. Maria Velazquez, Divis Avila, Janet, Juan and Victor at your Service Dept. and your salesmans Mike Alonso as well as Edwin Obando. Great team😊🌷🌹 More

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