McGrath Lexus Chicago

On May 12, 2023, I purchased my 3rd RX350 from McGrath Lexus of Chicago. The vehicle was listed and advertised on the website as an L/Certified 2020 RX 350. Prior to my leaving the dealership I noticed and communicated the below small concerns: • The vehicle was missing the tonneau cover • The vehicle was missing the cargo net • The vehicle was missing a manual • The vehicle was missing the center console storage containers These concerns were addressed prior to my leaving the dealership and I drove straight home and parked the vehicle in my garage. On Sunday, I went to the garage to test the Inform Remote and Safety Connect services, to which I had just subscribed. Much to my surprise, I noticed clearly visible damage to the rear passenger door window area. There are several scratches on the plastic window molding and dents in the chrome window molding On Monday, May 15, 2023, I phoned the dealership in an attempt to speak to the salesman. The salesman was not in on that day; I then asked to speak with the manager of the area and I was connected to a manager. I met him at the dealership that same afternoon where he took photos and informed me that he would contact service for a course of action. I did not hear back from anyone for the remainder of week, so I called the manager on Friday, May, 19th, 2023, wherein he informed me that he had just escalated to service that morning and also informed me that someone would be contacting me to schedule service once the parts were received. Within moments, I received a call from service informing me of the same. Another week passes and I hadn’t received an update, status, or any other form of communication. During the week, I began to read the L/Certified documentation on the lexus.com website and I also downloaded a copy of the guarantee and the 161-point checklist. The more I read, the more dismayed I became, as the below excerpts from the L/Certification page of lexus.com website belies my experience wholeheartedly: “ Certification - In order to meet the rigorous standards of Lexus certification, Lexus trained technicians at each Lexus dealership put every vehicle through an exhaustive series of examinations, helping to ensure reliability, quality and customer confidence. Only the best pre-owned Lexus vehicles qualify, and they're exclusively at your Lexus dealer.” “161 Point Inspection - Each L/Certified by Lexus vehicle undergoes a comprehensive inspection including: engine, exterior, interior, electronics, safety devices, undercarriage and a road test. During the inspection process, we focus on the details. Lexus trained technicians inspect every aspect of the pre-owned vehicle, right down to the first aid kit, spare tire and glovebox light.” I phoned Lexus Corporate, as the L/Certified verbiage stated my ability to escalate to them and I was informed, quite emphatically, that my vehicle is not Lexus L/Certified. The L/Certification number is not present on my documentation as well. At this point, I became wary, wondering what else may become an issue so I began looking over the car more closely; I found additional damage. Both passenger side rims are damaged with curb rash and there is a crack in the windshield on the driver’s side. I took the car back after not hearing from them for yet another week. I expressed my displeasure with the additional issues that hadn’t been identified or disclosed by the dealership and the apparent lackadaisical manner in which my issues are being addressed. I showed the sales manager the additional damage. They scheduled a service appointment and the car is with them. At this point, I have veery little faith in a satisfactory outcome because by this time, I have witnessed a total systemic breakdown in operations, quality control, and customer engagement.

I recently had my summer tires and wheels installed My service advisor Andy Pak makes scheduling a breeze When I arrived he was there to check me an and had a nice new loaner ready for me When the car was ready I received a call and email The car was completely cleaned and the work done correctly the first time I am hooked on the experience

Stole my money had me paying for an extended warranty and they never forwarded the money to the warranty company so when it was time to make a claim I was out of luck and after 13 months the issue is still unresolved but I still am paying a note unbelievable

My experience at McGrath Lexus was great the beautiful and respected Lady Analia was helpful as she worked me through the success of my cars purchase today🏎️

Excellent service from the second you walk through the door! Karyna helped me find the perfect car and kept an eagle eye on inventory. She knew exactly what I was in the market for and kept me updated which I very much appreciated. Insanely smooth from start to finish.

I had my 2020 RX350 in for service on 4/6/23. Mark Mc. the service manager went above and beyond to make sure my vehicle was finished when he promised. Top notch people work in their service department. I would highly recommend this Dealership. Great job Mark.

My technician did not call my warranty company to see if my issue was covered. Why did i buy the policy from you? I asked about the coupon otherwise I would not have received the discount.

The whole process of buying the new car was smooth and efficient. Wayne was truly helpful and made sure to answer all my questions. I highly recommend the dealership to anyone.

While they can be pricey when laborious work is needed, they aren't shady and manipulative like so many other branded dealerships. Moreover, if inspection isn't necessary, they will take care of small, modest fixes on the house for loyal customers. Last note: The guys who work the floor and garage are friendly, knowledgeable and super-cute too! Haha.

Great customer service at the Lexus dealership off of division. Toni the sale rep truly has wonderful customer service. He is always very helpful when I bring my car in for maintenance.