Lexus of Southwest Houston

I am writing to express my deep dissatisfaction with the service experience I had during my first appointment at your dealership. As a new Lexus owner, I expected a high level of professionalism and efficie service experience I had during my first appointment at your dealership. As a new Lexus owner, I expected a high level of professionalism and efficiency, but my experience was far from that. I arrived promptly around 7:00 AM for my scheduled service appointment and checked in with Han. I then waited patiently in the waiting room. At approximately 8:35 AM, I received an email stating that my vehicle service was completed. Trusting this update, I continued to wait without any further communication. I tried to reach Han via text on his cell phone, but my messages went unanswered. Frustrated, I went to the front desk at about 9:20 AM for clarification. I was informed Han was assisting another customer and they would have him provide an update. Nearly twenty minutes later, at 9:39 AM, Han finally came out to inform me that my car was indeed finished. When I pointed out the excessive delay for what was supposed to be a simple oil change, I was told my car was completed at 8:48 AM. This means I unknowingly wasted nearly an extra hour sitting in the waiting room with no communication or explanation. Moreover, it felt like I was treated differently compared to other customers, which raises concerns about the quality of customer service and respect at your facility. This first impression has left me feeling extremely disappointed and undervalued. I urge you to review this situation carefully to ensure that other customers do not face similar frustrations. Clear communication and respect for customers’ time are basic expectations that were clearly not met in my case. I hope you take this feedback seriously and take the necessary steps to improve your service process. I look forward to your prompt response and a resolution that reflects the caliber of Lexus. More

Today's visit at the dealership was great. The process from the time I dropped off my car off to the time it was picked up was seamless. The process from the time I dropped off my car off to the time it was picked up was seamless. More

Made a last minute appointment. Showed up at the exact moment of my appointment. And was immediately greeted. Service took a while. But was expecting that. Kevin was quick and court Showed up at the exact moment of my appointment. And was immediately greeted. Service took a while. But was expecting that. Kevin was quick and courteous. More

Marlon Remero is very helpful. It will be much more convenient for me if I can have loaner car It will be much more convenient for me if I can have loaner car More

Service Advisor Hans Schackmann gave excellent customers service from the time I get to the dealership to leaving the dealership. Thorough inspection of my vehicle and oil change service. Highly recom service from the time I get to the dealership to leaving the dealership. Thorough inspection of my vehicle and oil change service. Highly recommend Hans taking care of anyone who steps into this Lexus dealership More