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Lexus of Birmingham - Service Center
Birmingham, AL
25 Reviews
This rating includes all service center reviews, with more weight given to recent reviews.
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25 Reviews of Lexus of Birmingham - Service Center
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August 20, 2023
This dealership was a blessing to me yesterday! I had been in a 3-car pile up (I was at the front) as I was traveling between Florida and Washington DC. My car was still drivable but the damage c I had been in a 3-car pile up (I was at the front) as I was traveling between Florida and Washington DC. My car was still drivable but the damage caused it to steer “weird” - sort of like the way it feels to steer a car onto the racks at a drive thru car wash and feel the pull in the steering. I was afraid to continue driving much farther and was hoping to get a mechanic to take a look at my car. I called the main number and talked with Angela. I explained the situation and that I was on the interstate about an hour out from their location. She said to get there when I could and then we could figure things out. By the time I arrived at the dealership, the service shop was closed. I explained that I was heading home to Northern Virginia and the insurance company of the 3d driver could not be reached and I didn’t know if I could continue driving it or if I should leave it there and get a rental car and hotel until Monday when hopefully I could actually talk to the other driver’s insurance adjuster. Angela understood my concerns and could tell I was still a bit shaken up from the accident. The GM, “Buzz” came to talk to me and said they would take a look at the damage and let me know what they thought regarding driving it home. He personally drove it to their service area- again it was actually about 30 minutes after the shop had closed. They re-attached the hanging muffler and some other pieces that could be problematic on the 13 hr trip back home. Then, they did not charge me for the service and would not accept a tip. Angela said she was going to check on me because she wanted to make sure I got home safely. I am so grateful for their professionalism and genuine concern!!! More
by Deb C
Employees Worked With
Angela and “Buzz”
July 25, 2023
Shun Frazier took care of me very quickly when my battery went dead and Triple A recommended I take my car to the Lexus of Birmingham to get a new one. As always she was professional, and great to deal with. went dead and Triple A recommended I take my car to the Lexus of Birmingham to get a new one. As always she was professional, and great to deal with. I was there for less than an hour with no appointment and left with a new battery installed in no time. Thanks for the great service Shun. More
by Scott Gallant
Employees Worked With
Shun Frazier
July 15, 2023
Worst service experience I’ve ever had. I waited a couple of days to share my experience with Lexus of Birmingham. I was treated very poorly by my service advisor Shantron Frazier. First I I waited a couple of days to share my experience with Lexus of Birmingham. I was treated very poorly by my service advisor Shantron Frazier. First I was treated like I was wrong for wanting to know the pricing of my repairs. I was not walked through every thing that was gonna be done. I was sent a message, no phone call. It was suggested I get new tires I told her I couldn’t fund that right. So she put me in for replacement front brake pads, machine rotors and calibers. No multipoint inspection was done on my car. They replaced the parts bleed the brakes drove it in the parking lot and sent it back to be picked.. sent me messages saying an inspection had been done but no brake inspection was needed on the other two.😒😒😒😒When I went to pick up my vehicle wednesday, I was talked down to, yelled at. I received my car back with my tire lights on and my brake lights came back on.. I returned 2 times and they finally put my car on the machine and got rid of those lights. I’m not a wealthy person, the Lord blessed me with that car. I was charged too much and I’m very hurt behind this. I thank the Lord for changing my heart when it comes to people. If anyone on here can help me please reach out. I need your help..I need to know how to pursue this matter.. I was charged 524..88 for a service that took 17 minutes and the service director ok this. I feel like I was robbed. More
by Kreedthomas
Employees Worked With
Shantron Frazier and Kevin Frazier
July 14, 2022
I have been a Lexus owner for 15 years, and I currently own 4 lexus vehicles. have moved around the country quite often as a career military service member. My experience with Lexus dealerships, specifica own 4 lexus vehicles. have moved around the country quite often as a career military service member. My experience with Lexus dealerships, specifically with service departments, has always been positive. The service departments have always been helpful and responsive. I have now place 8 telephone calls to the dealership (Lexus of Birmingham) looking to speak to a service rep regarding a 2007 Lexus IS 250 clutch. Of the 8 calls, I have yet to be able to speak to anyone other than the answering service or receptionist. I have left a request after each telephone call to receive a call back from a service representative for assistance with my unique problem. My first call was placed 6 days ago as of today. During one call, I was able to convince the answering service to allow me to remain on hold while I waited for Mr. Kevin Frazier (service manager) to finish with a previous customer. While it was close to the end of the business day, according to the website's list of hours (~5:30 pm), the time of the call was indeed prior to the end of the business day. When he was complete, the answering service rep allowed me to overhear her coordinating with him to allow me to be transferred. I was transferred, and he did not answer the line. After an additional 10 minutes of holding, the dealership's phone system kicked me off, and the call was terminated automatically. I called back and spoke with a receptionist for the dealership and requested to be transferred to Mr. Frazier. My call was transferred, and I left a voice mail for him requesting a call back. No call back to date.....same as all of my other requests. To sum up my experience with this dealership's service department, the customer service is disappointing for a Lexus dealership and well below the expectations for a dealership that carries the name of a luxury automotive agency. More
by Troy
Employees Worked With
Answering service; receptionist; attempted to work with Kevin Frazier
December 24, 2019
Have been trying for 2days to speak to someone in service . Just get.voice mail and they do not call back. Have been driving Lexus for at least 18 years. Will not deal with these people again. Cars and servi . Just get.voice mail and they do not call back. Have been driving Lexus for at least 18 years. Will not deal with these people again. Cars and service are certainly not good as in past. More
by mcampbel
Employees Worked With
Service department
May 05, 2018
Buyer Beware - Stay Away@! This is my third Lexus and my LAST one that I will ever buy at Lexus of Birmingham - Sonic Automotive!! I had bought 3 other vehicles when it was Tom This is my third Lexus and my LAST one that I will ever buy at Lexus of Birmingham - Sonic Automotive!! I had bought 3 other vehicles when it was Tom William's and it was a pleasant experience and i always recommended them to everyone but NEVER again! I purchased a used Lexus ES350 and the dash was messed up. AC not blowing cold and bad rotors .... was promised by salesman they would fix these things and the dash was under a recall so it would be replaced. We would've never purchased the car if these problems couldn't be fixed! Come to find out the recall was over a month earlier so they 'painted' over the big hole! They charged my AC 3 times and said it wasn't leaking and had no problem that they could find although drivers side blew hot and passenger was cooler. Nobody would ever return our calls from salesman, service dept/service manager or general manager! Five months later my AC is being repaired by someone else to the tune of 3000 dollars!!! Dash had to be removed to fix AC so at that time we found out dash was melted and had to be taken apart in pieces! Although Lexus had 3 egGaryxtra dashes at dealership for recall that would not even return our calls for us to buy one from them! Now to the rotors .... service department said they were fine and it must have happened after purchase!!!! Went elsewhere for all four brakes and rotors too for another grand! Needless to say my 'great deal' per salesman quickly turned into a horrible deal and nightmare! What a shame since I really LOVE the quality of a Lexus. Just say NO to Lexus of Birmingham and the new Mercedes dealership will probably have many new customers because they care and will treat you as a customer should be treated!! More
by Happy
Employees Worked With
Gary Mugnier salesman, service and general manager
August 03, 2017
Terrible experience with horrible communication I recently brought in my car for a recall that was needed, a spring replacement on my gas door, and look at my air because it was only blowing out of I recently brought in my car for a recall that was needed, a spring replacement on my gas door, and look at my air because it was only blowing out of one side. I made an appointment for Monday morning at 730 in hopes they would get started on it right away and that was not the case. I needed it sooner than later because I was leavinng for college on Wednesday and I'm not old enough for a loaner car and I made that point clear to my service advisor. I got a call around 230 on Monday saying that my car would need a $140 diagnostic to see what the air problem was and was told it would go towards the repair and I authorized it mainly because I needed the problem fixed before I left for college on Wednesday. Fast forward to Tuesday around lunch and I still hadn't received any communication about my car and it had been almost 24hr since the diagnostic was supposed to be run. So I try to call my service advisor, emphasis on try. I called at least 5 times and left messages to try to get her on the phone. I also tried to call the general line and talk to another service person but was told that only my person had my information which seems idiotic to me. It took me being very forceful on the pone to get my advisor to finally call me back. When I get the call from her she starts laying out all these problems that were "found" and needed to be tended too. Stuff that most likely needed to be dealt with but I did not authorize all theses things to be checked and certainly was not going to pay the outrageous prices for said repairs, such as $88 for an air filter replacement? Give me a break! The big stink was the result of the diagnostic which "revealed" that I needed a new A/C evaporator which was going to cost over $2000. I am confused because the air was still working on one side which meant that the A/C evaporator did not need replacement. Needlesss to say I called another mechanic place to get a second opinion on all the things I needed to get attended to and they told me that they could do everything for significantly cheaper. The only thing I decided to get done at Lexus was the recall(which is free) and replacing a spring on the gas door which was quoted to me at $12 by my service advisor in an email. So I call her back and tell her that I am only going to do the recall and the gas door replacement. She initially tells me it is going to be $12 plus tax to get the gas door and recall done. I said ok and hung up. She then calls back and says she forgot the diagnostic fee(which didn't get the problem right) and I was a little irritated because I'm was not getting it fixed there but whatever I just wanted it out the door. I ask her when I can pick it up and she says the earliest I could get it would be Wednesday afternoon. I'm getting angry at this point because I had to leave in the morning so I would have find a way back to Birmingham to get my car. I find it ridiculous that I specifically said I needed it by Wednesday and I was assured it would be ready on Tuesday which would work out. But it took them UNTIL Tuesday to find out the problem and they hadn't even started on anything else. Ridiculous. So come Wednesday I had to get one of my friends to pick up the car while I'm on the road and take it somewhere else to get serviced since I am having to make a special trip back to Birmingham anyway to pick it up. Wednesday morning I called and asked when it would be ready and I wasn't really given a time but my advisor said it should be around lunch. I tell my friend that and so she gets dropped off at 130. When she gets there, THE CAR IS STILL APART, so no where near done. 300 rolls around and the car is finally done, praise the lord. I call to pay over the phone and I'm told he total is around $220!! About $60 over what I was quoted originally on Tuesday! I ask what made it go up and I'm told it was the labor to install the new spring in my gas door!!!!! I remind the advisor that I was quoted $12 in an email and she says that that was just the price of the part!!!! If the email I received was just the price of parts!! I had enough of it at this point so I just paid the price but let the advisor know that I would never return and I would make sure that none of my family or friends ever visit there either. More
by Robfuller2
Employees Worked With
Paula, Charlotte
