Lexus of North Hills

Very easy process. Very knowledgeable. I enjoyed dealing with the People at GM Leesburg. Worked with me to get my car quickly.

My recent experience at North Hills Lexus was deeply frustrating and ultimately disappointing. Prior to my visit, I was informed that electronic signatures were not permitted and that I needed to appear at the dealership in person to review and sign the paperwork for a used Toyota RAV4. I confirmed my plans and made the trip from Indiana — approximately two hours each way — expecting a straightforward and efficient process. Upon arrival around 4:30 PM, the salesperson was courteous and professional. He accompanied me to PNC Bank so I could obtain a cashier’s check, and we returned to the dealership at approximately 5:45 PM with financing secured and payment ready. Unfortunately, from that point forward, the experience changed dramatically. Despite having everything prepared, I waited three hours at the front of the dealership simply to complete paperwork. I was eventually informed that because I did not have a separate appointment with the finance manager, I would be seen last. This requirement had never been communicated to me in advance. I had clearly confirmed my visit and purpose for coming, and reasonably believed that was sufficient. I remained at the dealership from approximately 4:45 PM until 9:45 PM, well beyond closing time, for documentation that ultimately took only a few minutes to complete once I was finally assisted. While I do acknowledge and appreciate that my Uber expenses were reimbursed as promised, this gesture does not address the core issue. The dealership demonstrated a clear lack of respect for a customer’s time. I had traveled a significant distance, secured financing, obtained payment, and still spent hours waiting due to internal scheduling and communication failures. A three-hour wait for a five-minute paperwork process is simply unacceptable. Although individual staff members were polite, the overall handling of my visit left me with the strong impression that customer time and personal circumstances were not given proper consideration. Because of this experience, I will not return to North Hills Lexus.

Great purchasing experience with this dealer. Adeel, our highly recommended sales person, helped us go through the trade in process and the purchase of our new vehicle professionally. The dealer offers its customers life time oil change that amazed me too!

Cameron the sales guy refused me a second test drive on a car I was interested in buying. He lied and said I had taken 10 test drives (3 in one day according to someone) which is ridiculous. I've taken only 3 test drive in 3 different cars over 2 months. Why would they exaggerate??? If I'm spending $36k-$45k on a car, I feel I can take as many tests as I want...and they should feel the same way! I used to admire this dealership for it's quality service but now have my doubts. As an 80 year old senior, I feel treated as if I couldn't afford or was not serious about buying a car...as if I was just joyriding! I've bought over 16 cars in my lifetime and can assure you that those offensive assumptions are false. And when I do buy, it won't be with salesperson Cameron! This complaint will also be sent to Mr. Rorhich(sp).

Strung me along for 15 months for NX 350 hybrid luxury.would not take deposit was told I couldn’t order one 15 month later I get text from salesman Bob that he couldn’t get us a car. Not even a phone call even though he called me numerous times to string us along

Outstanding sales reps, especially JAKE! Also excellent service department and very competent technicians. Communications with the dealer and within the dealership needs improvement. Dennis Spinella, PH.D.

The staff at this dealership did everything to get me on the road in a same day transaction involving a trade-in and an out of state awkward mess involving title deeds etc. From start to finish they were on top of everything and I left happily in my new car. Thanks to Samantha and the team there. I would definitely work with them again. In fact, I hope to work with them sooner rather than later as I have hopes of purchasing a second car from there soon.

Over the summer, one of the steel door guards was detaching from one of the doors. When the car was in for service, the service department took the guards off all four doors and told me that they ordered new ones.. Rather than have to have the car taken in again just to have the new guards put on, I was told that it was OK for me to wait until my next routine service appointment. When I made the appointment with Michelle for September 9, I mentioned the door guards and she indicated that she would make sure it would be taken care of. The car was in on September 9 and I got a call that day from Dalton saying that the door guards had been sent back and that I would need to leave the car for another day to have them put back on, which was quite annoying since Michelle had told me it would be taken care of. This created quite a hassle for reasons that I won’t go into. When I got the car back the following day, I couldn’t tell that the new guards had been put on so I called the service department and left a voice mail on Dalton’s line. He never called me back. I still don’t know whether the new door guards were put on because it looks the same as when I had the car taken in. Towards the end of September, I sent an email to Salvatore Cerra, who's listed on the website as the General Manager, to complain about the bad service and to indicate that I still don't know if the new door guards had been put on. No response. I sent another email to Mr. Cerra on November 27 and, you guessed it, still no response. Seriously?!?! This is my second car lease from this dealer and up until now customer service has always been top notch. Based on this most recently terrible experience, the customer service no longer seems to care at all.

These guys have legalized thievery mastered. Was looking into buying a used car they had in stock. When pricing my trade in, they first qualified it as "fair" then after getting the blue book amount, proceeded to tell me how much $$ they would need to put into the car BEFORE THEY TOOK IT TO AUCTION, and took said repairs off the trade in value (1/2 of which weren't valid to begin with e.g. rust, two bad rims etc.). That's NOT how it works - if you qualify a vehicle as fair, good, excellent or whatever, by taking any repairs and it's condition into consideration when doing the rating, not get said trade in price, then subtract any repairs they need to make - that's part of the trade in qualification to begin with. Might I also add, I just traded in the same car and got an "excellent" trade in value for it at another dealership. I wouldn't recommend these guys, particularly their sales manager Troy, to my worst enemy.

I just returned home after picking up my new 2019 Lexus. I was able to turn in my leased car three months early with no penalty in order to release a new car. Collin McDonald who I work with was outstanding in finding me the exact car that I wanted. His professionalism and knowledge help to put me into the car of my dreams. I definitely will return there in three years to release a new car.