Lexus of Nashville

Cade was outstanding to work with, he was able to provide me with the specific IS 350 that was requested.

Doug was incredibly helpful and professional. He went above and beyond to help me and was very patient. I highly recommend Doug. Graham was also very helpful. The receptionists, especially Rene Pastrama, were very welcoming and kind.

My experience was seamless and smooth. Kyle and Cade were great to work with. This is my 2nd Lexus and with service like this, I think I'll be a customer for life.

After maybe 3 weeks of myself and my brother searching for the right vehicle for me, we had decided on a new Mercedes but my brother and his friend said that I should look at a Lexus dealership before making a final decision. I’m glad I did. I purchased the 2022 Lexus ES 350 Luxury FWD on March 19, 2022. Fast forward to August maybe September on 2022. I received an alert on my dash that indicated I had low tire pressure on the driver’s side rear. I brought it through service and they aired it up. Maybe 3-4 weeks later, I get another alert indicating that the SAME tire was again low on air. This time when I bring it through service, I encounter Jason. I think he's like a service manager. He airs it up and advises me that I have a “carpenter nail” in my tire and that it was in a place that would require me to get a new tire – it could not be prepared. He then said “Hopefully you have the Tire/Wheel protection - which I’m sure you don’t.” I scheduled my 5000 mile service for November 5th. Around OCTOBER 13th, I called Jason and asked if he could go ahead and have the tire ready to put on when I came in for service in November to save some time. He replied “I’m going to need you to give me tire specifics so I can make sure I have the tire. Don’t just give me general tire information. I need specifics.” October 14th, I asked my husband to call Jason to give him tire specifics. My husband called Jason and then called me back. He told me that he gave Jason the information and Jason told him that the tire would be there when I came in for service November 5th. He described a completely different interaction with Jason – no issues. I cancelled a class I had scheduled to get there early for service on Saturday. Service Consultant Lawson Ivey (very nice) came to tell me that my service was done BUT there was no information about a tire for my vehicle. He asked who I had spoken to and when. I told him that on October 14th (notated it in my phone), Jason told my husband that the tire would be there when I came in for service. Lawson left maybe to confirm this information and then returns to say “Jason said he spoke to Paul but Paul didn’t say anything to him about ordering a tire.” I asked Lawson: “Does that make any sense to you? (he acknowledged it didn’t make sense) Why would I have been here twice to have this tire aired up, have spoken to Jason who told ME that I had a “carpenter nail” in my tire, then have him speak to my husband and NOT place a request to have the tire replaced?” Who rides around in a brand new Lexus with a leaking tire? I don’t even know what a carpenter nail is! Lawson said that HE had now ordered the tire and it would be in Monday (today). I asked Lawson “If the tire could be here on Monday, why can’t it be here today (Saturday)?” Lawson said “because it is coming from Atlanta and they don’t ship on Sunday’s.” At 8:44 this Monday morning (11/7), Lawson calls to tell me that there has been a "shipping delay" and the tire will not arrive until Tuesday (tomorrow) 11/8. Going all the way back to Jason making the comment that I “probably didn’t” have the tire/wheel protection - I pulled away wondering why he would make that assumption. Was it because I am a female? Was it because I am an African American female and probably could not afford it? Here is the worse part of it all. Jason is a liar. I would have much rather he said “I forgot to order the tire” than to say he was never asked to order or have the tire available when I came in for service on 11/5. Integrity is huge. You can’t treat people well and get their business and then disregard them after the deal is sealed. I don’t feel comfortable bringing my vehicle to any service bay where Jason has any affiliation. I can’t trust him. I reached out to the GM via email this morning. He has yet to respond.

Today was my FIRST official service on the brand new Lexus 2022 I bought from Lexus of Nashville in March of 2022 - oil change; tire rotation. We were close to buying a new BMW when it was suggested that we stop by Lexus of Nashville before making a final decision. Salesman Nival Macid sold me almost when I walked in by his customer service and product knowledge. I bought from him. Fast forward to today. In maybe August of this year, I came through service because a tire was registering as "low." They aired it up and I was on my way. Again maybe in September, the low tire pressure alert came on again. I brought the vehicle back through service. This time "Jason" advised that I had a carpenter nail in the tire and it appeared to be lodged in a place that would mean the tire would have to be replaced. He said "hopefully you have the tire/wheel plan - which you probably don't." That struck me as an odd comment to make. I scheduled my 5000 mile service which was for today. However, in October, I called Jason to inquire about ordering the tire I would need replaced BEFORE my November service so that I could get everything I needed done on the same day. He advised to call him back and give him tire specifics - not just the model of the tire so that he could check inventory. Well by now, Jason had made me feel uncomfortable first by ASSUMING that I had not purchased the tire protection plan and now by asking that I call him back with tire specifics. Not wanting to give him insufficient or incorrect tire information on call back, I asked "do you have a record of the kind of tire on a brand new vehicle purchased from that dealership?" He indicated the tires could all be different. At that point, I asked my husband to call Jason back with the tire specifics to ensure he had the information he needed to order the correct tire. At this point I am feeling like possibly Jason is responding to me the way he is because I am a female. That was October 14th. My husband called me back to report that he had spoken to Jason, given him the information, and Jason CONFIRMED that the tire would be there when I came though for service in November. The conversation my husband reported having with Jason was nothing like how my conversations had gone with Jason - but ok. When I arrived this morning before my 8AM service, I explained that I was there for the 5,000 mile service and to have a tire replaced. They took my car back. In a couple of hours, Service Consultant Ivey Lawson came to report that my service was completed BUT there was no tire ordered. Mr. Ivey asked who I spoke to about this tire and when. I told him "Jason - October 14th." He left to check on that information and returned to report: "Jason said Paul NEVER told him to order a tire. Paul just gave him the tire specifications. I can order your tire - as a matter of fact I already have - and it can be here on Monday." I asked Mr. Ivey "If the tire can be here on Monday, why can't it be here today?" He replied: "Because it is coming from Atlanta. They don't ship on Sunday's." Here are my issues: (1) Jason did not tell the truth - if he said what Mr. Ivey reported he said. Jason told me I had a carpenter nail in my tire weeks before I brought it in for service. WHY would we be calling him with tire specifications IF we did not want or need him to order the tire? WHO rides in a new Lexus with a leaking tire? I told Mr. Ivey that what he is telling me did not makes ANY sense to which he agreed. (2) Most of us are busy. I specifically wanted the tire ordered in advance to AVOID having to bring the vehicle back again JUST to have a replacement tire mounted. Now, I will have to FIND someone to bring my vehicle back on Monday. I have a VERY busy schedule. A 2-hour wait time wasn't bad today. I could have even waited longer. I brought my lap top and was prepared to get some work done while I waited on them to finish with my car. Jason did not value my time. I valued his time and the time of those working in service by being early for my appointment today. (3) This one is huge for me. It is now a matter of integrity. Can Jason be trusted to honestly facilitate service to my vehicle? I would have much rather Jason have just said "I forgot to order the tire."

After doing some research online, I went to Lexus Nashville unannounced. It was late in the afternoon and in spite of that, I warmly greeted by Romaine Clue as I crossed the parking lot. The vehicle I viewed online was parked outside and once I established that it was still available, I then expressed my interest in possibly buying it. Without any high pressured sales pitches, Mr. Clue very professionally answered my questions and off we went on a test drive. I knew the dealership would close soon and Mr. Clue assured me that they would stay as long as needed. I returned to the dealership the next day and completed the purchase. Mr. Clue’s knowledge about the vehicle and his patience in explaining all the features on the car made the car buying experience second to none. I highly recommend working with Romaine Clue next time you’re in the market to buy a car.

The sales consultants, Michelle Hunt and Terry Bodiford, are almost like friends or family. I felt like they were working on my behalf - no pressure whatsoever!

Romaine was phenomenal to work with. So responsive, took time to understand what we were looking for, and prioritized finding the right car for us. A really great experience!

Romaine was awesome. No other words necessary. But I need fifteen words. Friendly, awesome dude.

Exceptional experience from ordering to receiving my new Lexus. Paul Hale was a 10+... Stayed in close contact with me through the wait for car to arrive - Make the delivery process easy and took much time to walk me through every feature of my car! He is personable and an exceptional sales person