Lexus of Naperville Reviews (9)
From the moment I was greeted at the door, I felt comfortable and that I was getting ready for a good experience The Lexus representative (Scott and his Financial Manager) were cordial, knowledgeable, and very willing to assist me and my husband We did not feel we were going to get that "car salesman pitch" Lexus did work with me and I was able to get the car I wanted I highly recommend this Lexus dealership
Best place to buy, lease new or pre-certified cars; you can also find other used cars Everyone we encountered there was thoughtful , seemed to enjoy their jobs, and went out of their way to help usI highly recommend Lexus of Naperville ! Sandy and Mark [redacted]
Lexus of Naperville is a car dealership which sells new automobiles primarily from Lexus as well as used vehicles from a variety of other manufacturers. This company sells primarily new cars from Lexus but also sells used vehicles.
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Where do I beginI don't like car shoppingIn fact I detest itHowever, that all changed with Lexus Of NapervilleWhat a Class Act this dealership isI purchased my first Lexus a ESI searched and searched many dealerships much closer to my homeAll makes and modelsNone came close to the professionalism, that this dealership displaysEach and every person I encountered was professional, engaging and answered all my questionsThe most important aspect to my car search was the Naperville "TEAM" took the timeThey were not pushy and just concerned about making a sale, and moving on to the next customerThey took their time, to make sure that I was happy with my choice(trust me I am picky and drive my self crazy and every one else in the process)Not this group of peopleIn the end they become like family
Thank you Andrew *** (Business Development Manager) for greeting us when we entered your dealershipThat first impression and the time you took to talk with us (when you clearly had a class presentation for new customers that your dealership provides.) showed me that I came to the right placeThank you Sal *** my so very patient Sales PersonYou performed beyond my expectations to help me find my perfect vehicleThank You, Bill *** General Sales Manager for taking the time to answer all my questions when Sal was off for the dayIn all the years I have purchased vehicles, never has any Sales Manager taken the time you had to personally assist with my questionsThank You, Chandra *** Business Manager for going over all the finance paper work and explaining the different options of service contractsThank You Violet Versek, Delivery and Technology Specialist, you explained things so clearly, concise, and took your time with this Senior lady about the many features my vehicle hasYour engaging smile and bubbly personality is contagiousAnd thank you to all the other sales people and staff who just took the time to say hello and answer questions or just engage in conversation even though you knew I was working with someone else on a saleYou truly are a "TEAM" and that is one of the attributes that helps make a business successful
This is the reason that Naperville of Lexus sold me the first ES of the yearYou all made me so comfortableI recommend if you are in the market for a vehicle come see this dealership you will not be disapointed
Initial Business Response /* (1000, 5, 2014/06/13) */
Contact Name and Title: *** *** Srvc Director
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@lexusofnaperville.com
The remote start shuts off as you get to the vehicle as a safety feature so that no one could steal the vehicle by
breaking the glassIf the manufacture didnt have this feature the vehicle could be stolen by any one walking bythe guest is coming in on 6-14-to have system removed and a full refundIt is never the intention to misslead any guest as to the functionality of any accesory we have to offerWe pride ourselves on giving the best guest experience ever!
Initial Consumer Rebuttal /* (2000, 7, 2014/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Lexus took care of us, we went in and they uninstalled the 'remote starter' at no costThey also mailed us a check for the original cost of installing the remote starterThank you!!
As long as everything is
repaired correctly and functioning correctly, and has passed the emissions test, although now I have a clunking sound at startup of vehicle at the location of the repair which was not there before repair, and plan on taking it back to Lexus tomorrow to resolve this matter fully
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Initial Business Response /* (1000, 5, 2014/09/02) */
Contact Name and Title: [redacted] Srvc Director
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@lexusofnaperville.com
The vehicle belonging to Mr. [redacted] has had extensive engine work performed at another Lexus facility on...
11/25/2014 at 22,432 miles all internal engine work the car went back to Woodfield Lexus on 04/4/2014 at 22,901 miles for major oil leaks the valve cover gaskets front timing cover gasket and an oil pan gasket was replaced. On 08/1/2014 the oil was changed at [redacted] at 28,704 miles. On 08/13/2014[redacted] brought this vehicle to Lexus of Naperville for a leaking oil pan gasket which was done at 29,527 miles. The vehicle was then towed into Lexus of Naperville by[redacted] on 08/21/2014 at 29,979 miles. When the car arrived it was dead and wouldn't turn over the engine was locked up so we inspected the vehicle to discover that there was metal in the engine and that two crank bearings had spun. We then contacted Lexus to inspect the vehicle. An engineer from Lexus came out to inspect vehicle and had determined that there would be no coverage on the engine via warranty. When the vehicle came to Lexus on 08/13/2014 when the oil pan was done it was full of oil and when the vehicle was towed to Lexus of Naperville it was full of oil.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The car had extensive work at another Lexus on 11/25/14. That's quite a spectacular event it being only 9/2/14. I'm glad to see the very first sentence in your response contains an error; interesting enough Lexus of Naperville acts as though errors don't happen at their shop. Being an engineer myself and knowing and consulting with several mechanics everyone but Lexus unanimously agrees after fixing the oil pan leak, the car was probably accidentally ran without first refilling the oil and yes Lexus of Naperville undoubtedly had to drain the oil to perform the repair. The engine in question ran PERFECTLY other than a small oil drip that was never even large enough to leave a single drip on my driveway; only a wet pan. The faint ticking which increased in loudness until finally seizing started ONLY AFTER work performed by Lexus of Naperville. You say the car was ran without oil? I'm not disagreeing, but it seems quite logical that the fault lies in the hands of the last people to have the oil out of the engine (Lexus of Naperville) on a car that ran PERFECT other than a small oil leak that was more of an annoyance than a major issue. Quite the coincidence I must agree myself; all these suppressed mechanical issues just happened to sprout up immediately after being returned from Lexus of Naperville. Though it is too bad they weren't present when I bought the car or when I brought the car in for the repairs performed. I might have thought there were other issues with the car! They only showed up immediately after being returned from Lexus of Naperville. Quite the coincidence would you agree? All your response has (almost) successfully stated was the service history on my car. If Lexus mechanics are as flawless as alluded to, then why did I have to take my car back for an oil leak which the car had already been in the shop at Lexus to repair before? I'm sorry, but I highly doubt you're flawless and haven't thrown out the possibility that Lexus forgot to put oil in the vehicle after this recent repair. Just because it was returned with oil doesn't mean it couldn't have been added after Lexus realized their mistake agreed? I have been in your shop and saw cameras. Unless Lexus has a magical device which adds oil to a car without being seen, I would be able to determine at what point oil was added to my car from across the shop. I requested viewing this single piece of evidence which would clear Lexus of Naperville of my accusations, but I was denied viewing the single piece of evidence which could prove our disprove their guilt. I find that very interesting. I am filing my complaint with zero bias of who is at fault. If Lexus doesn't pay for the new engine in my car, luckily[redacted]. However, I am an individual with principles and find it ridiculous[redacted] get stuck with this $25,000 repair when quite frankly I don't believe they were responsible for the vehicle's damage. Thankfully, I purchased my used Lexus through[redacted] and don't have to rely on Lexus honoring a warranty; even when it appears they were likely the source of the damage. Though it seems unlikely, if one should find themselves at the hands of Lexus of Naperville's faulty work, be prepared for them to deny responsibility for their actions and deny the evidence which would disprove their faulty work. Be prepared for "service representatives" to talk down to you as long as their managers deny responsibility for their service shop faults. Should you think to take your issue up with Lexus headquarters be prepared for them to leave it in the hands of the dealership; though questionable service at the dealership was the reason you contacted Lexus headquarters in the first place. If Lexus possess some undisclosed information regarding the history of my vehicle and why it should have never been resold at[redacted] I would greatly appreciate knowing. If Lexus can't explain why a perfectly functioning vehicle would leave their repair shop to have an engine seize four days later then at what point do you say "wow that is quite the coincidence" before you realize the smoking gun was in your hands all along? If Lexus of Naperville doesn't want to claim responsibility for the damage to my vehicle or provide the video that disproves their guilt then I want this complaint posted publicly so consumers can see the potential repercussions when the novelty of owning an overpriced Toyota goes wrong and your neighborhood Lexus dealer says it's not their problem. No secondary warranty? I highly advise consumers to have an attorney at the ready before having Lexus of Naperville perform ANY service or repair work on your vehicle. No secondary warranty? I'd like to reiterate that you'll be left with a huge [redacted], without your Lexus, and without a valid explanation as to how or why it happened. The Lexus company received almost $50,000 in 2010 for this IS 350. In 2014 the current owner of that vehicle wasn't even worth a viable explanation or solution to the failure of his vehicle. Welcome to the Lexus family!
Final Business Response /* (4000, 9, 2014/09/04) */
between Lexus of Naperville and [redacted] we have cumulatively worked closely together to take care of the guest and replace the engine. We both have decided that there were to many variables to this issue and was in the best interest to the guest to replace the engine. with that said this should take care of the guests request and make whole on our commitment.
Best place to buy, lease new or pre-certified cars; you can also find other used cars . Everyone we encountered there was thoughtful , seemed to enjoy their jobs, and went out of their way to help us. I highly recommend Lexus of Naperville ! Sandy and Mark [redacted]
From the moment I was greeted at the door, I felt comfortable and that I was getting ready for a good experience. The Lexus representative (Scott and his Financial Manager) were cordial, knowledgeable, and very willing to assist me and my husband. We did not feel we were going to get that "car salesman pitch". Lexus did work with me and I was able to get the car I wanted. I highly recommend this Lexus dealership.
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