Lexus of Southwest Houston

I always receive the best customer service. They have an extreme attention to detail and are really great about communicating what’s going on with your car, the options and always welcome to he They have an extreme attention to detail and are really great about communicating what’s going on with your car, the options and always welcome to help make it the best experience. More

Great customer service-have been a customer for 22 yrs. Derek best service rep! 15 word minimum is obnoxious request! Derek best service rep! 15 word minimum is obnoxious request! More

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