Lexus of Chandler — Local services in Chandler

I really dislike not being able to give great reviews, however, I've been highly disappointed with the service from associates in the service department. I've been to this location 2 times now, thinking, maybe the first time was just an off day...nope, that was not the case. This last experience solidified the overall low level of service. I do have experience from another Lexus dealership in order to gauge the performance at the Chandler location. I have to say, I miss the outstanding service from our original dealership from where we bought all our other Lexus vehicles (we moved and thought each dealership would run with the same high level of service. We were spoiled at our other location)

To begin, I will give a 5 star to the cleanliness of this location, however, that is where it ends.

At the other Lexus dealership, when I would pull my car into the service bay, there would be an associate who would open my door and in a very cheerful manner would ask "How are you doing today?" Then ask if I had an appointment set and get the needed information. Then, they would say "Your service specialist will be with you in a moment, go ahead inside and make yourself at home, we have a lounge with coffee, water and snacks, help yourself." Saying all this with a smile and welcoming tone in their voice. All the while, other associates you pass, smile at you and say "Hello." At the Chandler location, my experience was very stale and clinical to say the least. No happy greetings (no one opened my door), no one stated the benefits of the lounge, no other associate smiling or greeting as you pass them by. Each office has windows and you can see into the other offices, one associate looked directly at me with no expression whatsoever, no smile.

The service specialist came in and checked the computer and then got down to business of explaining the service and costs, asked a couple of questions. The feel was so as a matter of fact, I just wanted to leave, which at the end I left and refused any service. I used the excuse of cost of service to end my experience...which really, cost is not a real factor (hello, I do own 2 Lexus vehicles currently), however, once I got home and called other places, the costs are high for the services when you don't feel welcomed or appreciated as an owner of one of your vehicles. I can go somewhere else, pay less, probably get much better service and if the place is not as clean, so what!

What does the Chandler location have: associates that don't have a happy and appreciative attitude toward their customers. They don't engage with you in a manner that makes you feel welcomed.

What is needed: associates with more personality that know how to engage a customer. Maybe this is an upper management problem.."They way you treat your employees is the way they will treat your customers." Richard Branson. This was my belief when I ran retail stores, so, the associates may not be 100% to blame. Good...

I have been bringing my 2015 Lexus GS 350 F sport here for service for 8 years. I've heard squeaking in my brakes for 2 of those years. For the last 5 or 6 oil changes and service maintenance i've asked the team to check my brakes. Every single time, Danny Morales would say "they're fine, brakes squeaking is common with your type of GS." Now all of a sudden at my most recent oil change, barely 7k miles later, I get told that both front brakes are so worn down that they're rubbing against the metal of the rotors and the rotors would need to be replaced too. Conveniently, way more expensive than if I just needed new brake pads that could have been replaced 5 oil changes ago.

Not only that, 8 of the servos failed, causing A/C to fail. Common problem with the 4th Gen GS models. So common that Lexus Manufacturer extended a customer support program that would fix any vehicle with servo problems leading to a failed A/C FREE OF CHARGE up to 125k miles driven from time of purchase. My car is within the requirements for them to accept repairs and do it for free. Yet Danny Morales would rather avoid picking up the phone and calling the manufacturer and place that responsibility on me and my family instead. His sole contribution was to throw a $4200 bill my way and told me to call the manufacturer directly.

I highly recommend everyone to take their Lexus vehicle to a different dealership for your service needs. These guys are sketchy, a rip off, and do not care about your pockets or your SAFETY on the road. They will take advantage of you if you are young and do not have your best interests in mind. Danny tried to charge me $1200 for spark plugs once.

I loved Lexus and I wanted to stay in the Lexus family. However, due to my recent experience with Lexus of Chandler, I hopped over to BMW instead. Better customer support and CARE. I do not care if I have to pay the premiums of owning a BMW vehicle for that. I would like the peace that my dealership has my back and is looking out for my best interest. That is not the case at this dealership or with Danny Morales. So run. Buy your car...

This was an easy transaction. Lexus of Chandler doesn't add any bogus fees such as theft protection etc., to jack up the price, just the advertised price plus a doc fee, which all dealers (as far as I know) have. It was a bit high, but I made up for it by negotiating the sales price down.

My salesman, Eduardo Oviedo, was a pleasure to work with and honest. He admitted there was some things he didn't know about the vehicle, and why should he? It was used Jeep, not a Lexus. But given that, it was surprising he knew as much as he did. I also enjoyed just chatting with Eduardo and having him tell me about his 21 years in the U.S. Army. He's only been on the job 3 months, but I think he has a bright future.

The only slightly negative thing I have to say is that there must have been some confusion in the communications. I told Eduardo I had decided against purchasing any kind of extended warranty. He later told me to go back to see Lynn. I thought it was to do with signing the paperwork, but she started talking about an extended warranty. When I said I wasn't interested, she asked "Well, why did he send you in here?". Like I'm supposed to know. I don't work there. But she still tried to push the warranty. It was far from a hard sell, but after I say no, I don't need someone telling me, "I get one with all my vehicles, and I work in the industry.". One "no" should be sufficient. When I was filling out the paperwork, she tried to push it again. If she is going to continue interfacing with customers, she should start acting friendlier. Otherwise, give her a job in which no customer interaction is required. But this was still better than all my previous car buying experience with the exception of CarMax, so I'm ignoring it for my 5 star rating.

In conclusion, I highly recommend Lexus of Chandler, no surprises, no pressure, and a good deal. The day before I purchased my vehicle, I told a friend I was maybe going to buy a Jeep from a Lexus dealership, but didn't specify which one. She said she bought her car from Lexus of Chandler and had a great experience. That now...