Lowell's Independent Automotive

I use them for all of my service on one of my cars. They are outstanding by all measures.

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They are excellent. They don't try to run up the cost like some people. They have got award after award in Lexington for outstanding service. They are honest and really know the mechanics of Toyota. You can trust them more than anything because that is what I have found in the past- that other people that I have gone to in the past will try to run it up. More than anything, they are honest and really know the mechanics inside and out and their price is very fair. They will get you in, pin point the problem quickly- they are just excellent. I have gone to them for years and I will continue to.

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Everyone was very informative,professional,and courteous.

Their price is comparable to the dealer.  They were very nice and very good.  They have good recommendations and they gave me a discount.  They are just really nice people.  They are not pushy.  They make a list of things that you might need but they are not pushy.   

Their price within the range with everybody.

They changed oil and filter with 50k check ups. The service was done punctually, and they were very professional and responsible. I will suggest my friends for their check ups.

The lock mechanism on the drivers door had broken.  Lowell's quote was $200 less than a Toyota dealership and they were able to fix it right away.  I called on a Tuesday night, dropped it off Wednesday and picked it up Thursday.  It was ready when promised and Clay stayed in contact with me with updates. 

Went good, provided loner, job was completed on budget and on time.

very well done. fast. timely. true to their quote

With an old vehicle (1999 Toyota 4Runner) repairs can be problematic due to the vehicle's age and sourcing parts.  Clay and his staff were straightforward on estimates, timeline for parts ordering and were very good in communication.  

This was a good experience. They were professional and pricing was reasonable. I had an appointment set up. They were on time with the time estimate.

very pleased with the service and price

We were a walk-in and they fit us right in.  I selected them because of many prior positive service experiences on a Matrix I used to own.  The inspection was thorough and done when promised.  Issues on the car were explained fully.

We had an excellent experience.  The car involved belongs to my daughter and it broke down in a parking lot.  We called Lowell's and they arranged a tow to their garage.  They checked her car and called us with estimate for everything needed to repair.  The work was done for the price quoted and ready on time.  These folks are very friendly and helpful.

I initially took the car to Lowell's, because my dad heard a grinding noise when I was driving.  I did not.  I called Lowell's and asked if they had time to look at the car that day after I explained what my dad was hearing.  They said they did, and I brought the car to them with my dad.  My dad and the employee took my car for a drive to try to hear the noise my dad was describing, and upon arrival they confirmed that they heard the noise.  The employee at Lowell's thought it was likely the wheel bearings.  We went inside to make arrangements for fixing this problem.
Inside, the estimate to fix the problem was given to me at roughly $375 if I remember correctly.  Lowell's would have to get a part the next morning, but they could have my car ready the next afternoon.  I looked on their website to see if they had any coupons, and they had a special for a summer trip check.  I asked if they could also do an oil change, and the employee said that could be added.  I asked what this coupon was otherwise worth, and the employee said roughly $25.  I replied that they could go ahead and do it, but likely the business would be calling me to tell me more work would need to be done on my car after they did this free "trip check."  I asked them how I could go about paying for the services, because due to my working hours, I would not be able to make it to their store before they closed.  They said that I could leave my debit card number so that the payment could be made.  I said ok.
That evening I got a call from Lowell's stating that after their inspection, they recommended several different system "flushes" and spark plugs.   I asked them if they were recommending the flushes and spark plugs simply based on mileage of the car or if they noted something wrong upon inspection.  They said that their recommendation was based on mileage.  I consulted my father who thought it'd be ok to bypass the flushes, but it wouldn't be a bad idea to go ahead with the spark plugs.
The next day, the area experienced unusually heavy storms and rain.  I made arrangements with coworkers to drop me off at Lowell's to pick up my car.  Once in my car that was parked in the parking lot across from Lowell's business office, I started the car.  When driving out of the lot, anytime I pressed on the gas peddle the red battery light would appear on my dash.  I called my dad and continued to drive to see if it would go away.  It stopped shortly after, and I continued driving.  A few minutes later the AC quit working and the windows all fogged up.  The defroster was not working great either.  I was able to find a parking lot to pull over into and called my father.  He came to get me, and I drove the car back to Lowell's when I was able to see again.  While waiting for my father, I looked at the receipt to see if I could ascertain why the battery light and AC might have been malfunctioning.  I noticed on the receipt that Lowell's had separated out charges for the work in a slightly different manner.  Labor was in one section followed by the parts.  Labels of the labor for different requested services had "names."  I then noted that they had done roughly $50 worth of work on my brakes.  I wasn't certain why this was done, but it didn't seem to match up with anything that I had authorized Lowell's to do.  I left my keys and a note for Lowell's in their drop box describing what had happened; I also left a voicemail that at the time was probably a little frantic, because I felt completely scared and unsafe after trying to drive to a parking lot or side of the road when all windows had fogged up and the heavy rains and storms outside during rush hour traffic.  On the note, I indicated that I needed to discuss the billing at their earliest convenience.
The next day, Lowell's called and left a message.  I had to return their call about 30-60 min later, because I was busy at work at the time of the original call.  I asked if they knew what went wrong with the battery light and AC.  The employee stated that it appeared the car had been driven through water.  I said ok, that was very likely considering the amount of rain the area had seen with flash flooding.  However, I was slightly concerned about the battery light, because that was occurring before I had even driven into the streets.  He said it appeared ok now.  I said ok and asked if we could discuss the billing.  He said sure (the employee that I have been speaking of the entire time is either the owner or the main manager of the office).  I went over what I had authorized Lowell's to do to my car, and I asked him why there was a section on the receipt that spoke to work on the brakes that I did not know anything about.  He said that because the estimate of the wheel bearings was more than the actual cost, they worked on the brakes.  I then said, I did not authorize you to work on my brakes.  Lowell's worked on my brakes, and then you charged me for work that I did not authorize.  He then repeated that they didn't think that I would care, because it was not more than the original estimate for the wheel bearings.  I then said that an estimate was just that...an estimate.  If the estimate is lower than the actual cost, that is great for the customer.  I again said, you did work on my car that I did not authorize and you charged me for it.  He sat on the phone and then finally said, I can give you a store credit if you want.  I told him I absolutely wanted my money back, but I did not want it in the form of a store credit.  He said they could refund the money on my car if I wanted.  I said I absolutely wanted that.  The money did eventually get refunded, but not without more issues.  Instead of refunding me the amount they illegally charged me for, they cancelled the pending payment and charged a new payment.  Both of which showed up as pending payments totaling over $1000 in my checking account, which then showed up as an overdraft fee on my checking account.  Eventually the overdraft fee was removed, because the pending deduction of about $525 was removed and replaced with only the $475 charge.  However, this created more stress, hassle, and time wasted trying to clear up a matter that should have never happened in the first place.
I will NEVER go to Lowell's again regardless of their "great" service, warranties, and loyalty they speak of.

**Update on previous "F" rating review. I appreciated receiving the same letter in the mail that was posted, and I received a full refund.

Very professional that take care of business.  We will be using them for all our service work on my wife's Lexus.
Mark

I always go to Lowell's for all my repair work. This time was just for an oil change, and new air filter. They are always very curtious and thorough. I wouldn't trust my Toyota with any other auto service. Always top notch!

We always use them. They are quite attentive and do not do needless repairs. They are very personable and we entrust our cars with them.

I think they are just terrific. We have been with them for 20 years. They are reliable. They are good on price. I would use them again in the future.

SEE THE ABOVE.

I set up the appointment online.I received confirmation of my appointment online.Work began on my truck at the time stated. I waited while the work was being performed.I was at the shop propably a total of one and one half hours.    

They are professional, very reasonably priced, and skilled.  I recommend them highly & without reservation.  Unfortunately, they only work on Toyota and Lexus.