Lexus of Watertown - Service Center

This dealership consistently overpromises, overcharges, and UNDER delivers. This is my third bad experience with this dealership and I won't go back. As much as I love the Lexus, the service has been so and UNDER delivers. This is my third bad experience with this dealership and I won't go back. As much as I love the Lexus, the service has been so disappointing, it is not worth it. For the last three visits, I have been charged for repairs that were not adequately explained to me. When I called the service department for an explanation, my phone calls were not answered. I eventually complained to Lexus headquarters and than got a call from the head of service, promisiing me things had changed with the dealership, they had some turnover, and they had corrected their problems. Hopeful, I went back for another repair and had the same bad experience. I was charged significantly more for a break repair than the estimate. My service rep said that they would threw in a free tank of gas. When I drove home with my repaired Lexus, I saw that the tank was empty. Even that small promise was not fulfilled. More

I know Maria for several years since we purchased our car from this dealership. During all these years a had multiple opportunities to see her outstanding service level. It has not been a single occasion wh from this dealership. During all these years a had multiple opportunities to see her outstanding service level. It has not been a single occasion when my request for time has not been adequately met. She is always very attentive, very knowledgeable and polite, and had never underestimated the time of service, so I could plan my time correspondingly. This is a very important factor for me. I tried driving several cars (Infinity, Acura, BMW, etc.). Some of them I like very much. However, my next car should be Lexus. The main reason for that is an outstanding service level (particularly Maria's). I can reassure you that an employee like her is the major, if not the main reason, for customers to buy Lexus. I am extremely grateful to her for being an exemplary service consultant through all these years. I would also like to use this opportunity to express my gratitude to another great employee of this dealership - its business manager Manny Ferreira. He always explicitly answered all my questions with all necessary details, provided me with set of options, whether on car purchase or the warranty, and in a soft way offers his advice on what to do. He has never been pushy in his suggestions, which makes me interested in soliciting his advice that I very much appreciate. He is another strong reason why my next car should also be Lexus. More

The Service Department of Lexus of Watertown provides professional, courteous and ontime service. The service advisor keeps me abreast of upcoming service work, which is very helpful in planning and sche professional, courteous and ontime service. The service advisor keeps me abreast of upcoming service work, which is very helpful in planning and scheduling the next appointment. The Business Center provides a quiet and internet-connected space, which enables me to begin my day's communication with colleagues and clients. More

I can't say enough about how great it is to work with Chad. Like so many people out there, I am not very trusting of dealership service but Lexus of Watertown is different. Because of my hectic schedule, Chad. Like so many people out there, I am not very trusting of dealership service but Lexus of Watertown is different. Because of my hectic schedule, it’s difficult to manage my repairs and regular maintenance appointments and Chad takes care of all this for me via email. From the second I arrive in the service bay, Chad has a loaner car waiting for me. We have a quick discussion about repairs/maintenance and not 10 minutes later I am on my way to work. During the day, I received updates (questions and/or the car is ready) and finally when I arrive, the car has been cleaned. Working with Chad is like having “insider” making sure that I'm taken care of in price and quality! More

I am extremely happy with the service I received at Lexus of Watertown since I purchased my 08 RX 350 in August. When I bought my car Ed in sales was very friendly, gave me a great deal, and quickly address of Watertown since I purchased my 08 RX 350 in August. When I bought my car Ed in sales was very friendly, gave me a great deal, and quickly addressed a couple of minor issues that came up when I took delivery on the car. Three months later, you could imagine how unhappy I was when I experienced significant mechanical problems with my car and had to take my care in to be serviced. However, Cindy was most helpful, as I was in near shock when she told me that mice had eaten through the wires of my car! She went the extra mile in helping me to manage my emotions and get my questions answered. She asked the technicians to bring the car around to show me the damage, made some recommendations as to how I could repel the mice, helped me to strategically place the peppermint oil (my repellent of choice) in the car, and was very understanding and friendly the whole time. She even recommended that because the damage was not covered by manufacturer warranty, that I go to my insurance company, and they indeed paid for the repair. However, the insurance company issued a check to me and Toyota Motor Corp to cover the repairs, but my bank would not allow me to deposit it because it was not endorsed by Toyota! I called Emma, who was the very friendly financing rep who gave us the loan when we bought the car and told her about the problem. She was unable to sign on behalf of Toyota Motor Corp, but went the extra mile to have the check fed-exed to the proper place for signing, and sent back to the dealership in three days! From Sales, to Financing, to Service, the people at Lexus of Watertown have done everything within their power, and then have gone out of their way to make sure that I have the best possible experience buying and owning a Lexus. For that I am grateful. More

I bought my IS from Lexus of Watertown primarily because of the outstanding service my husband has received with his ES from Chad and the service department. I have been welcomed and treated with much respe of the outstanding service my husband has received with his ES from Chad and the service department. I have been welcomed and treated with much respect from the service personnel who greet you (Israel and Erik) and make you feel very welcome. Chad has been exceptional in dealing with service issues - I can contact him at any time and know that he will always be able to take care of me. I have recommended friends to the dealership because of the way I have been treated and the high quality of the workmanship. Barbara More

I bought my first Lexus....a 2007 ES350 from these folks. The service and attention to detail during the time I have owned the car has been outstanding; their level of commitment, espcially Chad's, prompted The service and attention to detail during the time I have owned the car has been outstanding; their level of commitment, espcially Chad's, prompted my wife to buy an 2009 IS 250 from them as well. We appreciate the many ways they work with us..satisifying a need on short notice, early opening hours which fits my schedule... are two of the "little things" that make owning a Lexus and dealing with Lexus of Watertown a true delight. Dr. Siegel More

Everyone was great. I had my car in for routine service and a detail. They went above and beyond including my yearly inspection. I didn't even ask for it and they took care of it for me anyways. That was and a detail. They went above and beyond including my yearly inspection. I didn't even ask for it and they took care of it for me anyways. That was a great surprise and time saver. I was able to drop off my car and use a loaner for the day. I was in and out of there in 15 minutes. I couldn't have asked for more. Everyone was very friendly, efficient, and my car looked great! More

This dealership has the best service by far...and I have made many car purchases in the past. I will definitely without a doubt purchase my next vehicle there and I am not dreading the experience. Everyone made many car purchases in the past. I will definitely without a doubt purchase my next vehicle there and I am not dreading the experience. Everyone I deal with there has always left me with a great experience. More

I just recently bought a new RX350 from Lexus of Watertown and somehow managed to get a large amount of tar stuck on one of my tires, might have been due to the 90+ degree days we have had recently Watertown and somehow managed to get a large amount of tar stuck on one of my tires, might have been due to the 90+ degree days we have had recently but caused my car to drive funny. I called Chad to see what the best way for me to get it off and without hesitation he made an appointment for Lexus to come pick up my car from my home and deliver it back when they were done. AMAZING! When I got home from work, there was my car exactly where I had left it, much cleaner than I had left it and tar free. Having been a loyal BMW driver, I have been so use to driving 40 minutes to Peabody to drop my car off and then pick it up again…this service was such a treat. Chad and the Lexus team serviced it amazingly! More