Lexus of Woodland Hills

Lexus of Woodland Hills responded

We're happy to see that you were satisfied with your first service visit. Oil is changed every 10k miles, so since this was a visit at 5k miles, we did not change the oil. Should you like any further clarification on this, or should you ever have any questions about anything, please don't hesitate to contact me directly at 818.444.9760 or ELujan@lexusofwh.com. I am here to help. Regards, Edward Lujan Service Director

Lexus of Woodland Hills responded

Thank you, Julio, for sharing your experience! It’s wonderful to hear that Ben made your visit enjoyable with his helpfulness and professionalism. We’re glad you found the perfect model and are happy with your purchase. Your feedback means a lot to us! Regards, The Lexus of Woodland Hills Team

Lexus of Woodland Hills responded

Thank you for sharing your experience! It’s wonderful to hear Joe and Arash made your car-buying journey so enjoyable. We pride ourselves on delivering exceptional service, and it’s rewarding to see our team's efforts recognized. Wishing you many happy miles ahead! Regards, The Lexus of Woodland Hills Team

Lexus of Woodland Hills responded

Hi Debra, We take all customer concerns seriously and appreciate the opportunity to address your experience regarding your pre-owned vehicle. When you purchased your vehicle, our team reviewed the issue you raised. While the clock running slightly slow is not a safety-related item or a required repair, our service and parts teams went ahead and heavily discounted the replacement part and labor. Additionally, our sales team offered an extra $100 discount to bring the total cost below $500, as we genuinely wanted to help make the repair more affordable. We have worked with you in good faith to significantly reduce the cost of a non-essential fix on your pre-owned vehicle, and we're disappointed our efforts have gone unrecognized. Regards, Gus Briones General Sales Manager gbriones@Lexusofwh.com 818-444-9725

DebraR responded

UPDATE: Gus, your response is incredibly disappointing and only reinforces the concerns raised in my original review. First, let's correct your misleading description of the problem. The clock is NOT simply "running slightly slow." It is completely unusable. It may occasionally run slowly a couple of times a day, but otherwise does not function or keep time. At this point, it serves more as a decoration than a functioning clock. Describing it as "running slightly slow" grossly minimizes the problem and misrepresents its actual condition. More importantly, you've completely missed the point. This was NEVER about whether the repair was essential, a safety issue, or how generously you believe your dealership discounted the cost. Your dealership made us a promise at the time of purchase, and you failed to honor it. We were personally assured that if anything came up within the first few days, Lexus of Woodland Hills would take care of it at no cost to us. Instead, we spent MONTHS calling and leaving messages that went unanswered. Only after I shared our experience via Facebook did someone finally respond. To then offer us a "deal" to pay nearly $500 for a repair we were explicitly promised would be at no cost to us is insulting. Presenting that offer as an "extraordinary" act of generosity only adds insult to injury. Your statement that you're "disappointed our efforts have gone unrecognized" is particularly offensive. A discount is not the same as honoring a promise, and expecting you to keep your word does not make us ungrateful. Your response fails to acknowledge the months of ignored calls or take any accountability for the original commitment. Instead, you've chosen to minimize the problem and portray us as unreasonable. This is about honesty, integrity, and accountability. Your response has only reinforced why I would never purchase another vehicle from Lexus of Woodland Hills or recommend your dealership to anyone. A promise made to earn someone's business should still mean something after the sale.

Lexus of Woodland Hills responded

Thank you, Pouya! We're delighted to hear that you had such a positive experience with our team. Arash truly goes above and beyond for our customers, and it's great to know his efforts made a difference for you. We appreciate your kind words! Regards, The Lexus of Woodland Hills Team

Lexus of Woodland Hills responded

We’re delighted to hear that you experienced excellent customer service and found the appointment process easy. Our team strives to create a welcoming atmosphere, and your feedback truly brightens our day! Looking forward to seeing you again. Regards, The Lexus of Woodland Hills Team

Lexus of Woodland Hills responded

Thanks for sharing your experience! We're delighted to hear that everything went smoothly and on schedule for you. Meeting your expectations is our goal, and it’s wonderful to know we hit the mark. Enjoy your new ride! Regards, The Lexus of Woodland Hills Team

Lexus of Woodland Hills responded

Thank you for sharing your positive experience! We're delighted to hear that Sherry made such a strong impression. Her dedication to customer service truly shines, and we appreciate your recommendation. It means a lot to us when our clients share their experiences with others! Regards, The Lexus of Woodland Hills Team

Lexus of Woodland Hills responded

Thank you for sharing your experience! It's wonderful to hear that Andy provided you with such top-notch service. His expertise truly makes a difference, and we're glad you felt well taken care of. Your feedback means a lot to us! Regards, The Lexus of Woodland Hills Team