Len Stoler Lexus - Service Center

I made an appointment online the night before I wanted to drop off my car. When I arrived at 7am, Larry was waiting for me - he knew exactly who I was and was ready to get started. I noted in my appointment drop off my car. When I arrived at 7am, Larry was waiting for me - he knew exactly who I was and was ready to get started. I noted in my appointment that I would need a shuttle ride back to my house. Larry instead gave me a loaner. The recalls on my car were fixed and rack and pinion assembly was replaced under warranty with no questions asked. I was very impressed with how customer service oriented Larry and the folks at Len Stoler Lexus truly were. I will recommend to friends. More

I have been a loyal customer of Len Stoler Lexus for the past 12 years. Overall I have been very pleased with Len Stoler Lexus. However, in the past 3 years, quality of dealership, and my overall satisfac past 12 years. Overall I have been very pleased with Len Stoler Lexus. However, in the past 3 years, quality of dealership, and my overall satisfaction/expectation has gone down-hill. There are few little items that used to make my experience A+++, but no more: 1) Free Starbucks coffee: no longer there: now cheap brewed yourself coffee 2) Free cookies, pastry always available: last few visits did not see anything available 3) Availability of loaners: Last visit was told I could not have one 4) For the first 8 years of being a customer, I always dealt with same service-person, and they knew me by name. Now: with their staff turnover, I can't keep up with who I worked with last. Hence, loss of true customer-service advisor experience. I really miss that one-on-one experience. All the items above, were something, I was always bragging about to my friends who did not own Lexus, and I was able to persuade them to purchase one. Overall, on a scale 1 to 10, I would say an 8 More

I had stopped by at 3:45 without an appointment, wanting to get my 5000 mile service and oil change. I didn't expect to be able to be taken, but Alan Kassel made sure that I was taken care of. He sent me to get my 5000 mile service and oil change. I didn't expect to be able to be taken, but Alan Kassel made sure that I was taken care of. He sent me over to Larry Conaway, who was very friendly and nice. I relaxed in the waiting area while they serviced my car. An hour later, all the service was done and my car was returned to me, cleaned inside and out! More

I have been servicing my vehicles with this dealership for 11 years and I intend to continue even though I travel 35+ miles one way. Mr. Larry Conaway really cares about the customer and ensures customer for 11 years and I intend to continue even though I travel 35+ miles one way. Mr. Larry Conaway really cares about the customer and ensures customer satisfaction. I would recommend this dealership to everyone. Great place to buy/take your car for service. Very honest dealership! More

I have been experiencing several issues with my 2006 AWD GS 300 and Larry has always been honest and upfront about the assessment, the costs and when the car will be ready for pickup. He is by the far the m GS 300 and Larry has always been honest and upfront about the assessment, the costs and when the car will be ready for pickup. He is by the far the most trusting and knowledgeable service advisor I have encountered in my years as a car owner. He has gone the extra mile, more than once to ensure that I am satisfied with my repair and the service of the dealership. Currently, I have an issue with my GS and he has gone the extra mile, again, and contacted Lexus and has arranged for a field tech to come out and inspect my vehicle. Regardless of the outcome, I am confident that Larry will provide me with all of my options for repair of my vehicle. More

I have been dealing with Len Stoler service since July 2001. I currently have a RX300 and a GX470 serviced there. Last year I had a blow out in Florida and called Bob Stoll, the service manager. He took 2001. I currently have a RX300 and a GX470 serviced there. Last year I had a blow out in Florida and called Bob Stoll, the service manager. He took all the time I needed to help me figure out how to lower the spare tire. He offered to contact a Lexus dealer in Florida to follow up with a new replacement tire. All the personnel in service always greet me by name and make me feel very welcome. Larry is very helpful, friendly and professional. He always explains in detail what the service will entail and there are no surprises. I have owned automobiles since 1964 and no service experience even comes close to the friendly and professional service I receive at Len Stoler. More

My wife, parents and I have bought a total of 5 Lexus automobiles from Len Stoler Lexus over the past 7 years and have all enjoyed great experiences, both in terms of sales and service. Service has been automobiles from Len Stoler Lexus over the past 7 years and have all enjoyed great experiences, both in terms of sales and service. Service has been terrific, the staff attentive and polite. Clear communication has allowed easy understanding of required maintenence and the reasons for it. Bob Stoll in particular, the Len Stoler Owings Mills Lexus service manager, has been a real pleaure to work with. He and his staff have gone out of their way to make the experience of having our cars serviced smooth and painless. The sales and financing staff have made the daunting task of "getting a good deal" that you feel good about seem relatively simple. They, too, are very attentive and maintain a very customer friendly atmosphere. We will continue to buy Lexus cars from this particular dealership and are willing to travel the extra miles to be serviced by the Owings Mills location because the experience has been so positive. More

Marijuana In my Loaner Vehicle On 10/19/07 @ 5:15pm I Marijuana In my Loaner Vehicle On 10/19/07 @ 5:15pm I took my Lexus ES 330 to Len Stoler Lexus of Owings Mills, Maryland for routine maintenance. I Marijuana In my Loaner Vehicle On 10/19/07 @ 5:15pm I took my Lexus ES 330 to Len Stoler Lexus of Owings Mills, Maryland for routine maintenance. I was given a loaner care (ES 350 @ 5:30) as my vehicle would not be ready until 10/20/07. On my way home from the dealership (@ 6:15p), I notice a small glass container on the drivers side floor. As a result of me being on the beltway, it took me about 3mins or so to get the container from the floor. When I did, there was something in the container that resembles green grass and dirt. I open the container and from the smell realized that this was not dirt. I called ( @ 6: 20) the dealership and spoke with Derek Kline(service consultant) to inform him of my findings and get directions as to how I should proceed. I was told by Derek to pull over at the nearest gas station and “pitch it and just forget about it, or you can call the police but, I don’t think they will do anything about it, I don’t really know what you should do”. My response was, “I can’t pitch it at a gas station, I don’t want to caught with this stuff, I am even afraid to touch the bottle. I am on I-95 in traffic.” When I got home I immediately called Derek again and advised him that I was going to call Harford County Sheriff’s department, I asked Derek if he could speak with the officer that was going to be dispatched and was told by Derek, “I am not going to be here much longer I am leaving for the day.” I asked Derek if he could fax me a statement in case the officer asks for it I was told, No, the fax machine is locked in the parts department that closes at 6:00pm and I can’t get to it.” When the sheriff came, he confirmed that the substance was in fact Marijuana; the sheriff took the Marijuana and gave me a report number. On 10/20/07 I went to the dealership to speak with the General Manager Dennis Szarko and was told that he was not in the building and could not be reached via telephone. When I asked for his contact number to reach him, I was given the wrong number. When I went back to the dealership to get my car, I asked the receptionist,” when’s the best time to reach the general manager?” and was told,” Oh, he is here now he has been here since this morning.” When I spoke to the GM he was very rude and told me told me,” you are speaking to loudly in my office you need to lower your voice or get out of my office.” He went on to state, “you put the Marijuana in the car, and we should have never sold you a Lexus.” The GM also stated, “You will never have your car serviced here again, I don’t know how you got a Lexus, you didn’t pay for it, you couldn’t pay for it” I asked the GM, “why would you assume that I can’t pay for the car and that I have an illegal substance?” His reply was, “just get out of my office your mouth is too big!” He did not listen to anything I had to say, he refused to look at the police report and told me to leave the dealership immediately because I was causing a disturbance although my vehicle service was not complete. I refused to leave without my vehicle and contact number to his supervisor. The GM then called the Baltimore County police and stated that I was an unruly customer who would not leave the premises. This is not acceptable I have been a customer of Lexus/Toyota since 2001; I was humiliated, disrespected, and belittled. When I asked the GM “Why are you treating me this way? How can you say I can’t come here for service when I did nothing wrong? His response was, just shut your mouth and get out of my office.” He then left the office and began to tell the sales associates that I put Marijuana in the car. I told the GM that I felt “discriminated against and that he was being very stereotypical”. I asked are you treating me this way because I am a black woman. He replied, “ yeah, that is the exact reason!” More

I bought my RX300 from this dealer new and have had service problems on several occasions. The prblems include the misdiagnosis of a problem, not completing work as promised, not standing behind their service problems on several occasions. The prblems include the misdiagnosis of a problem, not completing work as promised, not standing behind their work and playing games with the prices for repairs. I have no choice but to use them because of the location but I view all my dealings with them with suspicion. Because of my experience and the lack of other Lexus dealers in my area it is unlikely that I will purchase a Lexus in the future. Its a shame becasue I like the car. More