Lexus of Ann Arbor

Hernando is awesome! He’s got a wonderful personality. He’s very smart and responsive to customer comments and questions. Highly recommend him and Lexus of Ann Arbor! He’s got a wonderful personality. He’s very smart and responsive to customer comments and questions. Highly recommend him and Lexus of Ann Arbor! More

Great service at Germain Lexus! Always helpful and professional. Alex was great to work with! Always helpful and professional. Alex was great to work with! More

Well informed staff, service was on time and well done. Clear documentation on cars condition Clear documentation on cars condition More

They are very kind and solve the problem right. We don’t need to worry We don’t need to worry More

Very helpful and pleasant took care of me and answered all my questions taught me all the tricks in the car all my questions taught me all the tricks in the car More

Outstanding service. Amanda went beyond expectations and is always profession and personal. Took care of our vehicle and executes as promised. Another great job! Amanda went beyond expectations and is always profession and personal. Took care of our vehicle and executes as promised. Another great job! More

After working and agreeing on a deal with Dan (manager) around 12pm on Monday September 2nd, and after providing a signed acceptance, submitted a credit application, added the vehicle to my insurance, prov around 12pm on Monday September 2nd, and after providing a signed acceptance, submitted a credit application, added the vehicle to my insurance, provided my credit card information for the down payment on Tuesday around 12 pm I was notified that the vehicle was in the process of being sold to someone else. This started with a conversation with Jake on Saturday. I made an offer, and after an hour and a half of providing various details including my name, address, zip code, trade, down payment, and loan terms I was notified they couldn’t accept my offer. On Monday around noon, I called to follow up with Jake, but he was off, and I spoke to Dan. Dan agreed to the offer and said he would send me over the paperwork in 20 minutes. He also mentioned they add $995 for paint & fabric protection. I said it doesn’t say that anywhere on the website. Dan insists it’s on there. I confirmed it was not on there. About an hour and a half later I received the paperwork, and the selling price was higher than what we had just discussed (and price was my only reason for the first call). He said he would fix it and send it back soon. An hour and a half later I had not received anything. So, I call the dealership again and speak to Eric (manager) who says that Dan just left for the day. Eric says he can help. He reaches out to Dan. Dan gives Eric permission to correct the price, and Eric does so and emails it to me. I got that revision at 4:27pm. I call him back saying now the down payment amount was changed. He was leaving for the day (they were closing at 5pm for Labor Day) but said he would let Dan know first thing tomorrow morning. I had no issue with Eric. He seemed willing to help. I signed the agreement that day and sent it to Dan at 7:45am the next morning. I followed up with a voicemail to Dan around 9:15 that I sent him the signed agreement and I was waiting for the next step. At 9:47 my earlier salesperson Jake texted me and said he “was reviewing my file and it looks like we were able to make a deal for you.”. I said yes, I had sent the signed agreement to Dan this morning just waiting for the next step. He said, “I’m glad we were able to make it happen for you”. Jake asked if I submitted the credit application, and I said no that Dan had not asked me yet, so Jake sent me one. I completed that and then was asked to provide insurance for the car, so I added the car to my insurance. Then Jake asked if I had made the down payment yet and I said no one had asked me to do that yet. So, I called him and provided him with my credit card so that he could charge the down payment. Shortly thereafter, Jake calls and says he has bad news. The car has been sold to someone else. I said that’s not possible, and I ended up speaking to Dan again. He said that buyer had their offer acceptance back before me. I asked when was that? Dan said around 3pm yesterday. I said that doesn’t make sense because Eric spoke to you later after 3pm and sent me an updated proposal around 4:30pm. If it was sold, shouldn’t it have said it in the system? Dan agreed that it should. And then Tuesday morning when I was working with Jake for about two hours providing all my documentation, shouldn’t it have said it in the system as well. Dan agreed that it should. At some point in the conversation, the reason changes and instead of the other person getting their acceptance back first, he said the other buyer put their deposit down first. I asked when was that? Dan said around 3pm yesterday. He said since they had their down payment first, they would have to sell it to them. I said we spoke at 12pm yesterday and if the down payment was that important at the time, why didn’t you ask me for it? Dan said Jake should have told me on Saturday. Using the logic that the deposit is more important than the signed offer, make sure you put cash on the desk before talking to anyone. More

Overall experience was great. Amanda always takes care of me. Confusion with 15% discount coupon Amanda always takes care of me. Confusion with 15% discount coupon More

I highly recommend Lexus of Ann Arbor because of the quality of the work done on my cars and the professionalism of the service team-Alex, Amanda, and Thad. Thank you! quality of the work done on my cars and the professionalism of the service team-Alex, Amanda, and Thad. Thank you! More

Everything occurred on time. I was updated on the several stages of the service. My thanks to Amanda to taking such a great care of me and my car. I was updated on the several stages of the service. My thanks to Amanda to taking such a great care of me and my car. More