Lexus of Pembroke Pines - Service Center

Made an appointment to have the recall done on the vehicle and thought that the 10k mile service was going to include an oil change which the vehicle needed badly. Tried to communicate with service w vehicle and thought that the 10k mile service was going to include an oil change which the vehicle needed badly. Tried to communicate with service writer 2 times and got no phone call back, just an email notification that the vehicle was ready. FYI a man called my wife but I am the one that handles this vehicles concerns and service. Now I have to go to an independent dealer to get the oil change done so I know it happens. The dealership has poor communication and they seem to busy when to try to reach them. I expect more from a Lexus dealer with the reputation and quality of this vehicle. Very disappointed as I have leased 4 other vehicles here in the past and this is my first experience back here after 10 years to get my vehicle serviced. More

The representatives that picked up and delivered my car to me for my concierge service appointment were friendly and professional! I always enjoy the Lexus experience. to me for my concierge service appointment were friendly and professional! I always enjoy the Lexus experience. More

Very satisfied with the service, as well as the last 5 years with Pembroke Pines Lexus, Jose Amaro, and all the staff, who are superb, every time I arrive for service I always feel at home, completely tru years with Pembroke Pines Lexus, Jose Amaro, and all the staff, who are superb, every time I arrive for service I always feel at home, completely trust in Jose advice and the delivery results. My 2015 EH300 runs like new, and now I am confident that my car is in excellent shape to travel to the west coast this holiday weekend. Thank You, Guys. More

Thank you, Erik Estrella for your service. You are a 5 Star product Specialist. Star product Specialist. More

Mr hernandez was very kind helpful and polite. Very knowledgeable knowledgeable More

Went in for service and my car came back as dirty as it was when I dropped it off. Not even an effort to wash it. was when I dropped it off. Not even an effort to wash it. More

Scott Mankin took a great care of my car. He explained me every detail about 30K maitanance, and service was very quick!!! I definitely will be back to do my next service with Scott and will recommend him to every detail about 30K maitanance, and service was very quick!!! I definitely will be back to do my next service with Scott and will recommend him to my friends! More

Melisa was my service advisor and she was awesome and helpful!! helpful!! More

One star is equivalent to giving your absent father a Christmas gift after leaving you and your mother for 18 years. One star too many. I'll start with initial discover phase: a phone call to schedul Christmas gift after leaving you and your mother for 18 years. One star too many. I'll start with initial discover phase: a phone call to schedule an appointment. I was advised not to make an appointment, as it was not necessary. After confirming to the agent that my fiancé's vehicle needed maintenance AND it had a recall, I was still advised to simply bring it in. Let's pause here for a second. People think of the service advisor (also called a service writer) as a mechanic but basically they are salesmen. They're even paid on commission. That means that the more work they convince you that your car needs, the more money that puts in their pockets. So this is exactly what happened. I arrive to Lexus of Pembroke Pines at 9am. After waiting an hour for an initial service advisor to take my vehicle and my signature, I was told I'd be transferred to a 2nd advisor with no reason given (would've been nice) and please wait patiently. After waiting another forty five (45) minutes and no second advisor in sight, I decided it was time to go (because it's a work day and that's what people do on workdays) So I approached the first advisor that spoke with me and I mentioned to him I could not wait any longer and I needed to leave. Hearing the disappointment in my tone, the service advisor walked me to another service advisors office (who had my file the whole time) and said "Here's Mr. Lopez" Turns out the service advisor, who goes by the name of Juan, was sitting in his chair on his cellphone. Nonetheless, my willingness to bypass the lack of communication by the internal team was unparalleled. I mentioned to Juan that I was in a rush after waiting for a decent amount of time, and if we could please sign the papers so I can go on about my day. By 1:10pm, I decided to give the service center a call to get an update on the vehicle. After a short hold, I was told Juan, my service advisor would check on the vehicle now and call me back within two minutes. However, two minutes turned into an extended chat with the technician apparently. Maybe they were caught up talking about the NBA Playoffs? Not sure. Anyway, by 2:10pm, I decided I would call again. This time, I was placed on a very long hold of which I was hung up on after half an hour on hold. By 3:24pm I decide to give it another try. This time, with a little less patience. After a 10 minute hold while they "rechecked on my vehicle" I was hung up on again. By 3:37pm I called one last time and didn't even get an initial answer from the service team. My bet? They knew who was calling. So I decided to take my talents to the Service Center *Lebron James Voice* I sat patiently in the bench until the valet agent called Juan and told him I was there. After another twenty-thirty minute wait, Juan comes out to greet me. When I asked for an update on my vehicle, he decides his best customer service technique was to tell me that my car was not only not ready, but no technician had even begun any work on it. As you can probably imagine by now, my reaction was overwhelming, and yes, quite dramatic. How could they? How could your service center, one of which already has a mist of horrendous reviews, do this to me? Mr. Juan's 2nd best customer service technique was to tell me and I quote "We have to prioritize vehicles that came with an appointment. You should've made an appointment" Now, having said that, I expressed (very diplomatically) my disgust with the lack of communication. And to my surprise (not really) Mr. Juan simply acquitted himself of any fault by saying "I was at lunch" By this time he shrugs off all of my concerns and proceeds by telling me that my fiancé's vehicle will be ready in about two (2) hours. Two hours. So I sit here in the parking lot, writing this review with an upset fiancée (rightfully so) because she has been left car-less all day. A loaner vehicle could have been provided to smoothen the tension with the client. Was this proposed? Absolutely not. A simple phone call, as I requested after my numerous attempts at an update, could've sufficed. Was this done? Absolutely not. One thing I am absolutely sure about though is my lack of interest in renewing my fiancé's lease that is expiring soon. Not because there's anything wrong with the car, but simply because of the client experience and lack of professionalism presented to me and my fiancée every single time we make the grave error of coming back here. More

My advisor was nice and kept his promise on time. More