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  • LEXUS IS GREAT BUT TODAY IT FAILED. This review is for the service department. Drove from LA to Vegas. Car started vibrating around Baker and so we took it in to the dealer once we arrived in town. I stand behind Lexus 100% on quality, maintenance and customer service. We called ahead and had an appointment. Expecting the same great service we get at home we were greatly disappointed. We pulled into the service bay and nobody greeted us. We stood for several minutes - nobody. We looked around - nobody. We went inside through the adjacent door and entered an area of offices and cubicles. No one got up to ask us if we needed help. We didn't know where to go. There was nobody to check us in. Ridiculous. As a paying customer of a luxury vehicle do I really need to roam around looking for someone to help us? I just don't know how management can be ok with people just ignoring customers. We made eye contact with some at their desks but they expressed no initiative. After like 10 minutes we finally found some guy roaming around looking bewildered. He said they were way short on staff but he could check us in. Um, ok? Shouldn't be my problem if the management can't staff appropriately. We were told Javier would be our Service Advisor but he was with people and had people waiting. We went back to the other guy and asked how long it would be but he didn't know. Are you kidding me? Who is running this place? We finally just walked into an office and begged for assistance or at least information. The guys name was Vahagn and he was awesome but we were still stuck with Javier and received no wait estimate. Frustrated we finally just left and asked them to call with repair costs. John the shuttle driver was great. Vaughn called and told us we needed new tires as we had gouges in two of them. He seemed distracted the entire time and also mentioned something about not enough people working there today. We were quoted over $1500. Discount Tires had them for under $1100 with warranty. I still stand behind Lexus but this Vegas location needs to tighten up on their customer service, check in procedure, flow of information and staffing. I'm pretty sure if management was part of our crew and had our experience heads would roll.
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