Lexus of Ann Arbor

bad customer service Yesterday, December 24, 2014, I had to contact Lexus Roadside assistance. My car would not start. I suspected it was the battery, but was a little con Yesterday, December 24, 2014, I had to contact Lexus Roadside assistance. My car would not start. I suspected it was the battery, but was a little concerned that I would be having a problem with my battery because, just last year I had purchased a new battery that was installed at Lexus of Ann Arbor dealership...Imagine my dismay when I was told I needed a battery replacement by the road side assistance sevice rep. So, I did the dreadful call to Ann Arbor of Lexus service department to make an appointment to have my call inspected. Dan WIlson answerd the call. I told Dan my name, explained that I needed a new battery (per the roadside assaitance guy). I also asked Dan to put my name in the computer and remind me of the purchase date for the previously purchased new car battery. Dan informed me that the battery was purchased in Juky 2013. I then asked Dan to explain to me, why I would be needing a new battery after having a new one installed 17 mnths previous. Dan response was "I don't know, you'll have to bring your car to the service depatment so we could look at it". I asked Dan was it normal for a new batterty to be replaced after having a new one for such a short amount of time. Dan stated, "I don't know, you'll need to bring your vehicle in so we can look at it". I could see that me questioning was being spoke on deaf ears. Now as a service representative and manager of the service department, I know good and well that Dan has enough knowedge about the Lexus vehicle to inform me at a minimum, that this might be unusual for the need for a battery replacement after 17 months. Instead, I just got the response that I needed to bring my vehicle in to the service department for service. I asked for possible explainations for why my car would need a new battery, all to no avail. Once again, I was told, That I needed to bring my vehicle into the service department for service. Now, let me remind you that my vehicle information and service history is right in front of Dan on the computer screen, because he just informed me that I purchased a new battery in July 2013. This has been the typical communications beween Dan and I. I can get no answer or explanations to my inquires about my vehcie when I speak with him. I recently made a complaint against Dan for this very reason several months ago. I had no intention of doing business with this dealership as long as I have to communicate with him. I was at a disadvantage here on this date because it's Christmas eve and 2pm in the afternoon. So I had no choice but to contact Lexus of Ann Arbor. Which resulted in loosey service again from Dan. So after talking to Dan and feeling like once again I would have to verbally fight to be heard and get answers to my questions, I contacted another ownwer of a Lexus dealership. I simply did not feel like fighting (verbally) again with this man (Dan). The owner of another Lexus dealership assisted me previously because Dan would not. So, I called the owner, informing him that I once again was having problems talking with Dan, explained what was going on with my vehicle. He simply asked me 2 questions. Candace, "When did you buy the battery"?, I informed him Dan told me July 2013. He asked, "Did you buy the battery"? I stated, "yes". He stated, "Candace your battery is covered under warrantee, you dont need to buy another battery". My reply, "Then why couldn't Dan just inform me of this when I called? Thats all he had to say to me. My vehicle history information was right there. The dealership owner advised me to drive to the Ann Arbor dealership right now, becasue they closed at 4pm and that he would contact the sevice department to address my inquiry. WHY DID I HAVE TO GO THROUGH THAT?????? Why couldn't Dan just simply take an extra moment and look at my vehicle history and advise me that the battery should be covered/replaced because of the time period (battery warranty) that the last battery was installed? Would he not know that the car battery should be replaced without any cost to me after looking at the last battery installation date? Why did he just choose not to tell me that information on the telephone? I just don't get it. It just doesnt make any sense why he communicates the way that he does. I have the right to ask questions, because I want to understand whats going on with my vehicle. I have not been rude or impolite to Dan when I've asked questions. Im simply looking for answers. It's not until he refuses to answer questions, that I get pissed off. I saw a statement on the Lexus-Reviews. com.........."Lexus will treat each customer as we would as a guest in our home". This statement is simply not true...I have not had this experience at the service department at Lexus of Ann Arbor. I've recently made the same type of complaint against Dan WIlson....I do not wish to be contacted by him at all. There is nothing I want from him. I will not accept any apology from him, nor am I intereted in him making this situation right and resolve the problem. I just should not be treated this way when I call or physically walk into the service center. I have to wonder why I receive the treatment that I get from Dan. I'd hate to think that he has biases against particular customers, becasue I'm sure the Lexus Corporation is much more responsible when if comes to providing service to all of thier customers. I simply don't have any negaive expereinces of being treated in this matter by any other Lexus representative since owning a Lexus vehicle. As stated previously, I have no intention of doing any business at this dealership as long as Dan Wilson is a representative for the Lexus Corporation. He does not represent the Lexus Corporation in a positive, courteous and professional manner. Dissatisfied Customer, Candace Dorsey cdorsey@emich.edu More

Dan Wilson Service Mgr. is AWESOME! So is Lexus of Ann Arbor This is more than a letter of recommendation, it is a letter of praise for Dan Wilson the newest service mgr. (a little over 2 yrs. now) at Lexus of A This is more than a letter of recommendation, it is a letter of praise for Dan Wilson the newest service mgr. (a little over 2 yrs. now) at Lexus of Ann Arbor. I am on my 3rd Lexus over the last 14 yrs. from this dealership and, while my interactions with the salespeople, GM, and owners (Rosario and Deanna Criscuolo, father and daughter) has been outstanding, Dan is the guy that keeps me coming back to Lexus of Ann Arbor. Here's why; I buy my cars outright (first 2, Certified Pre Owned both came with 100,000 mi. warranties, and the last one, new in 2013), I don't lease so I (not the bank or finance co.) OWN these vehicles. So while the short time I spend in the sales and trade in depts. is obviously very important when purchasing my vehicles (and I've had great experiences with all of these people), the time I spend with service is critical in maintaining my "investments" over a 5-6 yr. period before I trade them in for my next Lexus. Dan has been outstanding as the Service Mgr. He is extremely conscientious, and very eager to please, always finding ways to give you the best, most affordable, and trouble free service...including a "loaner", which is usually the same model you're having serviced, if necessary. I am a demanding, but fair, customer when it comes to maintaining "my baby" and Dan has more than exceeded my high expectations of him and his service dept. I highly recommend Dan and his service dept. whether you're buying new, used, or just having your car serviced, you will be pleasantly surprised...I personally guarantee it. As a side note of the importance of maintaining your luxury import, I received $17,000 for my 2007 Lexus ES 350 with 70,000mi. on it in 2012 when I traded it in for my new 2013 ES 350. It was immaculate inside and out and perfect mechanically. Because of this the sales mgr. offered me what's called a Lexus "One Pay" Lease meaning I give them the $17,000 from my trade in, plus another $1000 ($18,000 total) and I drove away in a brand new (I was planning on buying Pre Owned again) 2013 ES 350 for 3 years, 30,000 mi. and NO payments (which allowed me not to have to part with $45,000 of my money to purchase this vehicle outright and instead put it to other uses, like investing). I will purchase my 2013 ES 350 at the end of of the One Pay lease in 2015, keep it for another 4 yrs, 70,000 miles, and start this process all over again at LEXUS OF ANN ARBOR. Not to mention the winter before last my 2007 ES 350 was damaged ($5,000 worth) sliding across glare ice turning into the dealership off of Jackson Rd. when I was bringing it in for service. Not happy about this and feeling the dealership should have salted the road (even though it's the cities responsibility) I spoke with George Fulks, service mgr. at the time who connected me with Deanna Criscuolo (owner) who graciously agreed to split my $500 insurance deductible with me to have the car repaired. It was extremely thoughtful, and a smart business move as I will buy Lexus's from Lexus of Ann Arbor for the rest of my life. More

bad customer service I have had the worst customer service from the service department from this dealership. The service manager lacks effective communicating and simply b I have had the worst customer service from the service department from this dealership. The service manager lacks effective communicating and simply by choice, ignores customer concerns, doesnt return calls, expresses that he will resolve concern when you do talk with him, But does absolutely NOTHING. The leasing manager, well, after lengthy conversation, he simply made it obvious that he was just not listening. More

Pushy salesman and rude manager ripped us off We went in to purchase a new Lexus. We had a beautiful very well maintained Lexus to trade in .We also had an American car. They badgered American c We went in to purchase a new Lexus. We had a beautiful very well maintained Lexus to trade in .We also had an American car. They badgered American cars to pieces then stole our trade in. The Lexus beautiful without a scratch in perfect running condition they stole as well. After we got home and figured out we got soooo ripped on our trades it was unreal. Now, when I see cars equivalent to ours in the paper for double the price. I can't look on the road at a car that looks like our trades I literally get sick to my stomach. Be careful with this dealership. The manager was called in to reinforce the rip off. My gutt told me to get up and walk out now I have beat myself up every single day for not listening. Any dealership in the country would have treated us better. The story they sold us buy Lexus your trade will be worth so much more, yeah.... Go anywhere but Ann Arbor!!!! More

didn't believe I was really looking to buy a car the sales person greeted me and took me out to see cars. when we came back in the building Kevin took over. Didn't shake my hand, hardly introduced the sales person greeted me and took me out to see cars. when we came back in the building Kevin took over. Didn't shake my hand, hardly introduced himself. I said I was looking for a car as in the ad I had seen. He sat down at the computer and started listing out plus and minus numbers. didn't make any notes as to what my payment would be in the end so I was making notes. really didn't feel he felt I was a serious buyer. I went to Meade Lexus and got the car I wanted for $700 less and a monthly payment of $20 less. This is the second time I've tired Ann Arbor and was disappointed as was my friend a month ago who also ended up at Meade. More

Lexus experience My experice with Joe at Lexus of Ann Arbor was great and unexpected. Initally, I brought my vehicle in for servicing and left with a brand new one! I My experice with Joe at Lexus of Ann Arbor was great and unexpected. Initally, I brought my vehicle in for servicing and left with a brand new one! I usually hate dealing with salesmen and getting a new car but this experience was different. He went above and beyond to get me into the vehicle I was aiming for at the right price and didn't try to go above the budget I provided like most salesmen would. Great experience, will definitely be back! More

First class, extraordinary service and sales teams! I recently purchased a certified pre owned Lexus ES 350 at Lexus of Ann Arbor, and not only do I adore the vehicle (thanks for everything Jim!!) but I I recently purchased a certified pre owned Lexus ES 350 at Lexus of Ann Arbor, and not only do I adore the vehicle (thanks for everything Jim!!) but I really actually LIKE coming to Lexus of AA to get my car serviced!!! (I know that some folks do NOT typically like going for car service). My service advisors (Duane & Derek especially!) are more than helpful and have gone out of their way to make me feel welcomed in the dealership and I always feel overwhelmingly taken care of in terms of both vehicle service and UNDERSTANDING the service performed on the vehicle. As well, the service manager (Dan) deserves A+++ ratings for providing first class / impeccable service, himself, and deserves 'props' for leading a top notch service department as a whole!!! Well done, Lexus sales & service teams!!!!!!!!! :-) More

Excellent customer service from Corey Warren Corey provided supreme service, he was patient, not pushy. I 've purchased several cars, by far he is the best salesperson I've encountered!!!! I wou Corey provided supreme service, he was patient, not pushy. I 've purchased several cars, by far he is the best salesperson I've encountered!!!! I would use him and again in the future and refer others to him as well. Great job and I am loving my second Lexus! More

Solving unusual problems We had taken this vehicle, LX 470, 2002, to several Lexus dealers in the area for intermittent non-starting problem, and each time, the work was rush We had taken this vehicle, LX 470, 2002, to several Lexus dealers in the area for intermittent non-starting problem, and each time, the work was rushed and bandaged and the probblem pessisted. We had changed spark plugs, cleaned filters, changed gas, the problem pessited. But Duane of Lexus of Ann Arbor did not give up until he found the root cause of the problem. He was patient, he communicated well with us, the technician doing the work and the lexus technical service center. Finding the root cause was his priority and it led to a simple low cost solution. It was like night and day. When I drove it after the repair, it felt as if the LX 470 has just been converted from V6 to V8. It has been more than 6 months and the vehicle drives great and the non-starting problem has not repeated. Thanks Duane! You made us love the LX 470 again, just like we did when we bought it in 2005. More

Excellent service After having our vehicles serviced by independent mechanics in recent years I decided to give the Lexus dealership a try. I had resisted this fearing After having our vehicles serviced by independent mechanics in recent years I decided to give the Lexus dealership a try. I had resisted this fearing the costs would be exorbitant. Last October I brought my Lexus into the dealership and had an excellent experience. I felt like the manager, Dan, made a sincere effort to keep the costs down while addressing the necessary issues with my vehicle. This week when my check engine light began flashing I brought the vehicle in fearing again that I would get socked with a huge bill. That was not the case. The problem was fixed for what seemed like a reasonable cost. Today we brought in our Toyota because Dunning Toyota couldn't service the vehicle until late next week. We picked up the vehicle a few hours ago - the cost was reasonable, car was cleaned inside and out, and the turn around time was about 6 hours. They made a new customer of my wife and kept an existing customer very satisfied. More