Thompson Lexus Willow Grove - Service Center

It kills me to write this review, I am so very disappointed. The sales experience was everything you would expect from a premium brand; but, the service experience has been everything you would disappointed. The sales experience was everything you would expect from a premium brand; but, the service experience has been everything you would expect from a shady used car dealer. Now, don't get me wrong, the service staff has always been friendly and welcoming. But the overall experience has been atrocious. Everything from service advisors telling me my problems could be from dirty sensors in the wheel wells (let that roll around for a minute), to being argumentative and dismissive, to engine compartment panels being reinstalled with half of the retainers not reinstalled. The latest was a technician's report saying everything was A OK in direct contradiction to Lexus' own owner manuals that state those readings are 50% of full function. Now know that I reached out to the Thompson organization using their contact-us form and waited several days and had a subsequent service visit before writing this review. I hoped this latest visit would be an improvement, it was not. The Thompson motto is Experience Amazing, and I felt it with sales. With service, I feel like I've been duped. It's a shame. More

I live in the Philadelphia area but purchased my car in Northern NJ so I needed a dealership for service. I originally shopped for a car at their Doylestown location, and the service manager in Doylestown Northern NJ so I needed a dealership for service. I originally shopped for a car at their Doylestown location, and the service manager in Doylestown was nice enough to reach out about still coming there for service. Since it's the same group, I made the mistake of going to Willow Grove for service. I arrived in the garage, and a young girl came out to check me in. She gave me a ticket, told me it would be 90 minutes and told me to sit down in the waiting room. After 90 minutes, I checked in at the desk. They looked up my car and looked confused. I pulled out my number, and they looked at me like "oh". I then asked, please don't tell me no one worked on my car because I didn't turn in this number? They said that was the case, and I explained what happened and no one cared. There was no offer of a loaner, or offer to quickly work on my car. I said I had to leave, and they asked if I wanted to reschedule. I said this was unbelievable and they pretty much looked at me like too bad for you. They somehow quickly found my car when I wanted to leave. The manager of course was on vacation. I left a voice mail for the manager who never returned my call until he was instructed to by his GM. When he called two weeks later, he said that he has worked with the girl for years, and that's not what she would have said. Apparently I am deaf now. There was a lip service I am being forced to apologize in there somewhere, but you can imagine how genuine it was. I expect a higher level of service from Lexus. Do yourself a favor and take your business elsewhere. More