Woodfield Lexus

My salesman Marty Whitney is always a pleasure to work with. Service rep Tony Olsen is also. This was my fifth Lexus purchase and my first SUV. I’m looking forward to driving it as much as I did with the with. Service rep Tony Olsen is also. This was my fifth Lexus purchase and my first SUV. I’m looking forward to driving it as much as I did with the other vehicles I’ve driven. More

I had an extremely disappointing experience with the customer service at Lexus of Schaumburg, although I want to specifically recognize one employee who was outstanding. I came to the dealership beca customer service at Lexus of Schaumburg, although I want to specifically recognize one employee who was outstanding. I came to the dealership because during a previous service visit, a Lexus technician accidentally dropped my laminated “DO NOT WASH” sign inside the driver-side door while lowering the window. I had a video showing exactly what happened and returned to the dealership simply asking for their help retrieving the sign. Unfortunately, my interaction with Richard Palicka, the service advisor, was incredibly unpleasant and unprofessional. From the beginning, Richard was rude and dismissive toward me. He gave me dirty looks, raised his voice and actually screamed at me during our interaction. I was honestly shocked to be spoken to this way by someone whose position involves dealing directly with customers. I also spoke with Tony Lopez, the Service Manager, and unfortunately did not receive the professionalism or understanding I expected from management either. I made what I considered a very reasonable request: after the sign was retrieved, I wanted the repair order/receipt to briefly document what had happened and that the dealership had removed the sign. I simply wanted documentation for my records in case there were ever any issues with the door in the future. Tony refused my request, and I found the way he communicated with me unnecessarily rude and dismissive. The bright spot of this entire experience was Mark, the Mechanic/Technician who helped me. (Unfortunately I didn’t get his last name) Mark deserves 5 out of 5 stars. He was incredibly kind, honest, patient and understanding from the moment I spoke with him. He listened to my concerns and even allowed me to come into the service area and watch while he worked on the door. When I asked Mark what he would personally do in my situation, he gave me a straightforward answer: he would retrieve the sign because it wasn’t supposed to be inside the door. I especially appreciated his honesty. Retrieving the sign meant additional work for him, so it would have been easy to simply tell me to leave it there. Instead, he gave me his genuine opinion and then took care of the problem. He was able to retrieve the sign relatively quickly without completely removing the door panel. We also had a great conversation while he worked. Mark is exactly the type of person Lexus should want representing its service department. My ratings based on this experience: Mark — Mechanic/Technician: 5/5 ⭐⭐⭐⭐⭐ Professional, honest, understanding and genuinely helpful. Richard Palicka — Service Advisor: 1/5 ⭐ Extremely rude and disrespectful. Raising your voice and screaming at a customer is unacceptable, especially in a customer-facing position. Tony Lopez — Service Manager: 2/5 ⭐⭐ I expected considerably more professionalism and understanding from someone in a management position. What makes this experience particularly frustrating is that Mark demonstrated exactly how a customer should be treated, while the interactions I had with the service advisor and service manager were the complete opposite. If I could be guaranteed that Mark would be the technician working on my Lexus every time I visited, I would gladly return. Unfortunately, since that obviously cannot be guaranteed, this experience has convinced me not to return to Lexus of Schaumburg for future service. Mark, if you happen to read this: Thank You. I sincerely appreciate the way you treated me and the care you showed toward both me and my vehicle. You turned what was otherwise an extremely negative experience into at least one positive interaction. More