DARCARS Lexus of Englewood

I recently purchased a car from DARCARS Lexus of Englewood, and I can't express how thrilled I am with both the vehicle and the exceptional service provided by James, the salesman. Despite being on the West Coast, the process was seamless. Upon seeing the car online at an unbelievable price, I reached out to inquire about its availability. James promptly responded and ensured that the car's specifications matched what was advertised. He went above and beyond to arrange the correct rims and new tires for the vehicle, keeping me updated every step of the way. His professionalism, prompt communication, and courteous demeanor made the entire experience truly outstanding. I highly recommend DARCARS Lexus of Englewood, especially James, for anyone in search of both quality vehicles and exceptional customer service.

I recently had a car serviced at this dealership and am seriously disappointed by the quality of service received to the point that I can no longer recommend the brand or the dealership for future businesses. The service was for a company car, where it has a large presence domestically and internationally. This experience will be shared across. Here are highlights of the issues. - The staff lacks any interdepartmental communication. Each member only cares about their role and not what the customer experience is. This results in just passing on messages or calls to the next person without solving the issues. Doing so only increases the frustration levels. - Information is not retained. I have told the dealer who should be billed. I have told the dealer about what services are needed. Yet they keep losing them and keep asking for them. - Promises are not kept. For example the pick up time for valet service was significantly delayed and then the drop off was as well. This is not the service one would expect from a Lexus dealership. I do not know how they plan to improve the customer experience, but at the moment I do not see why I or the company I work for should continue to recommend Lexus and its dealerships.

Service is weak and understaffed. Certain delays are understandable but excuses and lack of communication are unacceptable.

Great service Good communication. Natalya was great, buying a car can be intimidating but she made me feel comfortable, didn’t pressure me and answered all my questions. Thank you

We were assigned the salesperson, Natalia. She's extremely inexperienced lacks communication skills and the ability to value the customers time

Woodrow was a great service advisor. He was very professional and knowledgeable, and solved my car trouble. This service center is much better than other ones I’ve been to. I will definitely be using Englewood’s service center from now on.

Friendly and attentive service, the estimate was explained fully ahead of time. Too bad they no longer have small breakfast treats while we wait.

A very nice facility but parking is a nightmare. I had to park on the street with my loaner car

I will start this review with the only positive aspect of My experience with Lexus of Englewood: Grace. I believe she is the receptionist and she is the only person who has genuinely attempted to provide any semblance of customer service. Thank you, Grace - despite your efforts, I'm left disappointed with a vehicle that has been rendered inoperable while in the care of this dealership. I received a call when I was out of town telling me to pick up my vehicle. When I asked if it was drivable, the woman who called had no idea. She needed to get that information and call me back - it wasn't. More silliness ensued - no one seemed to know what was really happening... And the email exchange was shocking considering the clear and apparent ignorance regarding the state of affairs regarding my vehicle. That said, I need to understand exactly what happened to my car. My vehicle is kept in a covered parking garage. When I dropped off my 2015 RX at the beginning of January, it was working perfectly fine and only required a replacement key. I called the Lexus of Englewood parts department and confirmed that a key was available and Roberto explained that it would take 2 hours to reprogram the car and the key as opposed to one hour because I didn't have a second key to copy. The first red flag was waved when Nixon, told me that it would be three hours. Nixon and I had a lengthy discussion regarding this discrepancy when he ultimately agreed to two hours because he could pass the cost on to another [unsuspecting] customer. The second red flag was waved when I was told that the key couldn't be programmed because there was water damage in the fuse box inside of the engine compartment. Nixon further stated that the computer was also shorted. As previously stated, my vehicle was functioning perfectly and only needed a replacement key. I reiterated this point and the fact that my vehicle is parked in a covered garage therefore, I can't comprehend how, when, or where water damage could have occurred while the vehicle was in my care. I sent a tow truck to retrieve my vehicle January 10th but Nixon said that my car was in "a million pieces" and it needed to stay with them because Lexus is the only service shop that can perform the repair. I put Nixon in touch with my warranty provider and they approved the repairs. Last I heard on January 26th, the recommended ~$3,500+ repair of replacing the fuse box and computer did not work. At this point, I was no longer comfortable working with Nixon - too many inexplicable events and too much slick talk - I requested to speak with the Service Manager as I wanted to be assigned a new service rep. Further, while this is happening - I was never offered a loaner vehicle. I requested to speak with the service manager repeatedly before I finally received a call. The first week of February, I was informed that Nixon left the dealership and they are still working on my car. I was also told that I needed to be patient because it's very tedious working with electrical issues, etc. I was given a loaner and I didn't hear back from Lexus of Englewood until I was told to pick my still inoperable vehicle on March 19th. So, I need a complete understanding of events so I can take my vehicle to a legitimate repair facility that operates with integrity and get my vehicle operating again.

A very nice place they are very nice people and professional people a very good work