Ira Lexus Danvers - Service Center

Mark always gets back to me promptly. Booking service for my car is effortless and easy. Booking service for my car is effortless and easy. More

One word sums it all: Disappointing. I understand that bringing my car to the dealership for service means I will pay slightly more, and I accept that. But this time I drove away mad and I understand that bringing my car to the dealership for service means I will pay slightly more, and I accept that. But this time I drove away mad and feeling like I cannot do business with you anymore. I brought the car in for the 35000 miles service. The odometer says 20,872 miles but I understand it’s time not miles in my situation. I dropped off the car early and went home to wait for the call telling me the vehicle was ready. Then I got the text that there was additional recommended work to approve. Per your technician, you recommended 4 new tires @ $1,454, new wiper inserts @ $47, and AWD alignment @ $199. I immediately called Jennifer Perry and told her I would not authorize tires at that price, pointed out you have alignment on sale @ $169, and asked how come, if the wiper blade inserts were replaced in January, I needed to replace them again. These inserts were Lexus OEM and supposedly high quality and never before had I had to replace wiper inserts every six months. She said she’d look into this and call me back. In the meantime I too looked into things and found the exact same tires at a more palatable price elsewhere. A while later Jennifer called back and said that the wiper inserts would be replaced under warranty, she also said that although they did not discount tires, the service manager had agreed to a $200 customer discount break on the tires. By my calculations that was still more than I’d pay elsewhere for the tires but it would save me the hassle of another appointment, etc. so I agreed to approve the replacement for $200 less than originally quoted, and the AWD alignment at the sale price of $169. By my calculations that was $277 less ($47 on the wipers, $30 on the alignment, and $200 on the tires). I was then told the work could not be completed until Saturday. That was inconvenient but, I could move things around and make it work. So on Saturday I show up to pick up the car, and the wiper blade inserts were replaced under warranty as promised, the tire CLD offer is down from $200 to $100 and the alignment was charged not at the sale price but at the full $199. I could have made a scene but that is not my style so instead, I grudgingly paid $130 more than agreed to, and drove away simmering. I’ve been a loyal customer for years. I have been flexible and never made a fuss when the car wasn’t ready as promised. I’ve been cordial and respectful of the reps that worked with me. And now I will go elsewhere because you have made it clear that loyalty goes only one way. It’s too bad. If I had not politely inquired about the wiper inserts you would have gladly charged me $47 for something I shouldn’t have been charged for in the first place, you did not honor the sale price on the alignment charging me the full $199, and rescinded the $200 CLD adjustment on the tires, lowering it to $100 without any discussion or explanation. How I can trust that I am getting the service I pay for going forward? Sadly, I’ll take my business elsewhere now and next year, when it is time to buy a new car, Ira Lexus will not be selling me a new vehicle. More

My service with Dennis P was amazing and I was very impressed with the quality of their serviced. I was kept in touch through out the duration. impressed with the quality of their serviced. I was kept in touch through out the duration. More

I had an appointment at Lexus of Danvers on a Saturday, only to get a call shortly before saying they couldn’t take me because they let in too many walk-ins. Completely unacceptable—appointments should be only to get a call shortly before saying they couldn’t take me because they let in too many walk-ins. Completely unacceptable—appointments should be prioritized, not pushed aside for walk-ins. I had to reschedule and rearrange my day for no reason. When I came back two days later, it got worse. I picked up my car to find my key completely broken—in two pieces. The dealership claimed it was already broken and conveniently had a video showing a “crack” before service began (dealership - feel free to audit with all the security cameras I arrived at 8:25am). In all my years of servicing my car at Lexus, I’ve never once been shown a video of my key until now. The timing is highly suspicious and raises real concerns about whether the damage happened during service and they took a video after the fact to cover themselves. To make matters even more frustrating, they claimed I had never been to this location before. I’ve serviced my vehicle at over six Lexus dealerships across multiple states—and only at Lexus. My history should be in their system. The fact that they couldn’t find it or acknowledge it shows either poor recordkeeping or an unwillingness to be transparent. Overall, very disappointing experience. Based on how this was handled, I cannot recommend this dealership. More

Very fast and great service. Got a video and a list of items that were checked and passed. Got a free car wash as well as snacks to go along with the whole experience! Overall am Got a video and a list of items that were checked and passed. Got a free car wash as well as snacks to go along with the whole experience! Overall amazing More

Joe and Abraham in the service arrival department wee fabulous! I will continue coming to your service department when I need too! Also will recommend Ira lexus of Danvers fabulous! I will continue coming to your service department when I need too! Also will recommend Ira lexus of Danvers More

Did work as planned. Helpful on time. Efficient had loaner which was great Tyler was responsive Helpful on time. Efficient had loaner which was great Tyler was responsive More

This was a good service visit. In addition to getting an oil and filter change (at a discount) thanks), my advisors pointed out that I was due for a vehicle inspection. They saved In addition to getting an oil and filter change (at a discount) thanks), my advisors pointed out that I was due for a vehicle inspection. They saved me from an unnecessarily return trip, which I appreciate. I do have a question that is unrelated to this particular service visit: WHY US IT THAT YOU NEVER ASK FOR A REVIEW WHEN THINGS DO NOT GO WELL, SUCH AS WHEN CUSTOMER-FACING EMPLOYEES FAIL TO RETURN PHONE CALLS AND/OR FOLLOW-UP ON ISSUES? More

I had an air conditioning issue on a used RX 350 that I bought in January from Ira Lexus Danvers. They were courteous and helpful. Service said the part had to be overnighted so they gave me a courtesy veh bought in January from Ira Lexus Danvers. They were courteous and helpful. Service said the part had to be overnighted so they gave me a courtesy vehicle to use for the next three days. And didn’t charge me anything for the car or the completed service. That’s great Customer Service. More

We received immediate service, which seemed highly efficient and well-organized. We are snowbirds up from the south for the summer, but with a moment on the computer our service records and maintenan efficient and well-organized. We are snowbirds up from the south for the summer, but with a moment on the computer our service records and maintenance program pre-payment data were retrieved. We are very satisfied. More