Lexus of Ann Arbor

Russell provided exceptional service. His reserved demeanor and willingness to allow me to deliberate the process was highly beneficial. Trust worthy person!!!

The dealership understood what we were looking for and what we did not want in our car. They were able to find the car in a different state and got it to us in 3 days.

Great dealership. Mauricio took care of us with no unneeded pressure tactics. The delivery was flawless with a nice bow on top of the car. All in all a 5* experience.

The Service Department, under the leadership of Amanda has always been outstanding. My recent visit for a 100,000 maintenance service was done in a timely manner and with reasonable charges. Amanda never promises anything she can’t deliver, is always transparent regarding potential charges and always seems to find a coupon applicable to the service bring provided. The Dealership is fortunate to have a quality person heading up such a critical department.

I have had nothing but trouble with my Loan. Purchased a car in January and they were supposed take care my previous vehicles final payments (which was put onto my loan. I am still getting notification from GM that they have not received any money regarding this , from Lexus. I have called numerous times, and I either don't get a return call, or am told yes we will take care of it,,,but still hasn't happened. I regret coming to this dealorship

Brent in the service department is so attentive and so knowledgeable. He always goes above and beyond to make sure my GX is in top shape and make me feel like a valued customer. I love that he is very trustworthy and doesn’t try to upsell me service that I don’t need. Brent is friendly, caring, he’s so professional! If you want a great service at Lexus, make sure you see Brent!

Best service ever by knowledgeable service representative that provided useful details and information Wii request same tech

Extremely Disappointed with Lexus Dealership Service – Safety Concerns and Lack of Professionalism On February 10, 2025, I visited this Lexus dealership due to noticeable noise and vibration from the driver’s side of my vehicle. A few days later, I was informed by a technician that the suspension system needed to be replaced. The estimated cost was $7,300. Upon reviewing the detailed invoice, I discovered the parts alone were charged at $5,400. I checked all part numbers on the official Lexus genuine parts website and found that the actual cost of the parts was around $2,500–$2,700. This significant markup raised concerns, and when I brought it to the attention of the service manager, I received an unprofessional and unrelated comparison about coffee prices in different cities. I replied with a logical example, stating that a Lexus vehicle priced at $60,000 in one city should be the same in another — otherwise the business would lose credibility. Eventually, they said they would “work on the pricing,” but when I returned to pick up my vehicle, I was surprised to learn they had installed aftermarket suspension components without informing me beforehand. I was only offered a 90-day warranty, which is inadequate for a major repair of this nature on a luxury vehicle. Shortly after, while driving from Michigan to Cleveland, the car began pulling heavily to the left and the display screen was filled with multiple warning alerts — including what appeared to be a fire graphic. It was extremely unsafe and distressing. Two weeks later, I returned to the dealership, and they acknowledged that the suspension alignment had not been done properly. They kept the vehicle again and told me they would fix it. One week later, I was told the vehicle was ready — but upon pickup, all the dashboard warnings were still present. This marked my fourth visit for the same unresolved issue. I filed a formal complaint with Lexus customer service. Amanda, the assigned case manager, contacted the dealership — but even she informed me that the dealership was not answering her calls or emails. This level of non-responsiveness from a certified Lexus dealer is unacceptable. To make matters worse, a person named Brandon, introduced as the “highest authority” at the dealership, called and demanded that I pick up my vehicle the next day, saying I would be charged $80 per day for the loaner vehicle unless I came in immediately and installed a battery myself. This was done without any formal notice and delivered in an unprofessional tone. It has now been over two months, and the alignment issue remains unresolved. I continue to leave voicemails every few days, but no one at the dealership responds. Even Lexus corporate and the case manager have been ignored by the dealership. Despite paying nearly $5,000, I am still driving a vehicle that is unsafe and improperly repaired. I no longer feel safe behind the wheel, and I have lost all confidence in this dealership’s ability to provide responsible, transparent, and customer-focused service. I also advise other Lexus owners to be extremely cautious when seeking service at this dealership. This experience does not reflect the premium standards expected from the Lexus brand.

The service members are always polite and helpful. Even when I visit the dealership to just get a wash, they treat me with a smile and friendliness.

They were helpful and gave me lots of information. The process was very quick. The sales person and the financial person were very easy to work with.