3 Customer Reviews
Sort By
Review from sam l.
1 star07/21/2023
I called Las Vegas Lexus for appointment to do oil change. Tire rotation and top off fluids so I can drive long trip for vacation. Appointments not available there so she scheduled me for Henderson Lexus. Quoted $302. When I drove all the way there lady told me it’s going to be over $800. She said my Lexus is 30000 miles not 20000 miles. Which was never advertised before. I said no way I’m paying that much. I’m not going do it. She said fine. I left and she didn’t even care. I had the same things done at Ted Wiens for $131
Lexus of Henderson Response
07/28/2023
When the customer called requesting service, our call center checked the vehicle's previous maintenance record and determined that the last documented Lexus service was at 10,000 miles. Based on our records and the guest's specific request, the call center assumed the guest was following factory maintenance guidelines and quoted $302 for 20,000 service. When the guest arrived, the service advisor realized that the vehicle was due for 30,000 mile service based on actual miles, which was verified upon arrival, and we quoted the price of $820.37 for the recommended 30,000 factory service. We attempted to explain to the guest that the higher than anticipated milage resulted in additional factory recommended service, and the customer chose to leave and have the vehicle serviced elsewhere.Review from S. W.
1 star05/05/2023
THET ARE TRYING THEIR BEST TO GET YOUR MONEY. I had a bad experience with this dealership just recently. I had a servo motor not working, they estimated $3780 to fix it, it cost $417.88 for the part and $3317.29 of labor!!! I called the manager and asked for an explanation. He told me that it took 12 hours of work!!! Really? to change a server? I called Lexus headquarter, the customer service felt very bad for me and advised me to call them first next time when thing happen like this again, and they will help me to get a second opinion. For those who has car problem, be sure to call Lexus headquarter before you agree upon their price. Shop around is a must. This dealer charges a lot!Lexus of Henderson Response
05/16/2023
All Lexus dealers use a third party labor guide to determine the amount of time/labor that will be required to perform a particular repair. This practice ensures that all Lexus dealers are following the same standards and charging the same amount of labor for any given repair. This particular repair was extremely labor intensive and the customer was charged the standard rates as prescribed in the labor guide. We described the repair and cost to our customer in writing and received written authorization to complete the repair at the quoted price. We are extremely disappointed that the customer believes they were overcharged or received anything less that world class service from our dealership.Customer Response
05/16/2023
Yes, it is our mistake to have it done without further investigation. On Youtube website, it posted in several accounts that showed us how this was done. It appeared to me that it's a relatively simple process to replace the motor. National average cost of replacement was about $550, even a very complicated one was about $2000. We paid almost $4000. You said it was your standard practice, I will say all th customers are overcharged. Period..Review from Andrew L
1 star07/24/2022
They recommended service for my vehicle that I didn't need in an effort to get a lot more money out of me. These recommendations included a new serpentine belt that wasn't worn out and an alignment that it didn't need. They've done this before. They did this with brake pads that weren't much more than half worn. Then after my service they put me on some automated text blast without my permission. When I called them about this, someone in service who I won't name in this review hung up on me. I called back and he admitted that he hung up on me because I wasn't nice enough to him.Lexus of Henderson Response
07/27/2022
We regret that our guest was unhappy with his service visit. Lexus of Henderson performed a mechanical inspection based on information provided by the guest following a visit from another repair facility. The guest approved the work covered by his extended warranty (suspension repair). To address a creaking noise, we lubricated the contact points on the hood as a courtesy which was not a covered item. The customer declined the remaining recommended repairs, such as the serpentine belt and alignment, which were identified in our inspection. Alignment is recommended any time suspension work is performed, and replacement of a worn serpentine belt is standard preventative maintenance for a vehicle at this service interval by time and mileage. Our goal is to treat all of our customers in a respectful and professional manner, however, our associate did abruptly end a telephone conversation with the customer due to the customer's use of disrespectful and inappropriate language.Customer Response
07/30/2022
Once the Service Director at Lexus of Henderson received notification of my review to the BBB, he had an opportunity to reach out to me and try to come to a consensus. He never bothered. I then left a voicemail for him to return my call. He never bothered. This is indicative of someone who has a propensity of blowing off problems instead of getting ahead of them. At the point that this issue was first presented to his department, this matter could have been resolved in about 90 seconds. Now it has escalated, and the director still maintains a "no one customer will break me" attitude and has made no steps to atone for the behavior that has happened under his leadership, as well as his own personal behavior. This behavior includes forcing customers into mass texting blasts, hanging up on customers, and selling repairs that customers don't need. This behavior constitutes abusive and predatory practices against the consumer.
Customer Review Rating
1/5stars
Average of 3 Customer Reviews
Contact Information
Want a quote from this business?
Get a QuoteCustomer Reviews are not used in the calculation of BBB Rating
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.