LEXUS OF MANHATTAN

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I have never written a review like this but felt compelled to write this review because of our terrible experience with the service department at Lexus of Manhattan in November/December 2013. Purchased 2010 RX350 from this dealer a few years ago and had a good experience with the sales folks. Recently, took car in for 30K service, which was terrible in every way. We called to schedule the appointment for the 30K major service, and was told we would get a free complete detail. Received several emails confirming appointment. Our consultant was Jay Thien. We were told to make sure to bring the car in by 8am so it could be ready to be picked up by 6pm as we requested (because the detail would take a number of hours). Car was dropped off before 8am as we were told. At 2 or 3pm we were called to ask if they could keep the car overnight to finish the detail. We said, no, we needed the car that night, and they asked if we could pick up at 630 instead to give them an extra half an hour to finish the detail; we said ok. Shortly thereafter they called again to say that they wouldn't be able to do the detail, so offered to give us a discount on the price for the service, which we agreed to. Picked up the car to find bits of trash (bits of paper from service mats) left in the car on dash, in cupholders, and the interior wasn't even superficially vacuumed. (Also they didn't even put in winter-friendly washer fluid (which I figured out just recently as the weather got very cold).) The next day we discovered that they did not replace the batteries in our smartkeys, which was one of the specifically itemized things on the invoice we received (which is supposed to be a standard part of the 30K service). This was alarming because this was one of the only things that was independently verifiable from my standpoint -- if they didn't replace the batteries like they claimed they did as part of the service, what potentially critical safety things did they also not do notwithstanding their claims? We called the service department several times to inquire how they would fix this, but left 2 messages on consecutive days for the service consultant (Jay) but never got a call back. We then finally reached the service manager, Carmine Pennella on the third day. After explaining our initial complaint about the batteries, his initial reaction -- instead of apologizing at all -- was argumentative and asked me how I know my key wasn't broken to begin with. After I explained that my key had said "low battery" a few weeks prior and then stopped working so I believe it was working but just needed new batteries, and how not having the battery replaced made my concerned about what other things were not done properly during the service, he relented and offered to take the car again to "double-check" that everything on the service list was done. Having had such a bad experience initially (in all my years of taking cars for service at dealerships I had never had something like this happen -- where something was claimed to have been done but actually wasn't, and having the car not even been vacuumed at all), I declined, but asked him to reimburse the cost for me to take my keys to another Lexus dealer to get the batteries replaced. He told me no problem and to email him the receipt and he would send a check. I did so (and of course my keys worked after getting the batteries replaced -- they were not broken), and emailed him in early December 2013, and again in mid-January, but never heard back again from him. UPDATE: After another email I got an email back claiming that they had mailed the check (which I did not receive), so they would void it and finally issued me the $20 credit to my credit card. AT least I am not out of pocket but doesn't change my overall review. In all, the service department experience was terrible -- they were disorganized, unprofessional, and shockingly dishonest (in invoicing for work that they never performed, and then immediately trying to blame it on the customer when questioned, when we finally tracked down someone to complain to days and numerous unreturned messages later, and then agreeing to reimburse but never sending a reimbursement). Can't believe this is part of the Lexus family. Also can't believe the service department is so appalling given our great experience with the sales department. If you need your Lexus serviced, you would do best to avoid this dealership/service department at all costs.

Lexus of Manhattan can figure any problem out. They are specially trained to work on the Lexus. I do trust them and they have treated me very well. They are good, solid and hardworking people. The place is very nice and they make you feel comfortable. My Lexus was under warranty so I didn't have to pay anything for the repair.

They are good to us. They have never so much as given us a problem. We surely like our car. It is a good vehicle that is satisfactory in all respects. We are happy with this company.

Lexus is great. They treat you well. They care about keeping you as a customer. They are a reputable company that just makes good cars. I also think they are great in terms of their service departments.

We like Lexus. They treat you great. They are top notch. They have an excellent selection and they treat customers right. You are getting a great vehicle from a great place if you ask me.

Lexus is rated as being number one in consumer s reports. They also are rated highly by JD Powers Reports. There is no doubt that they are expensive but again you know this upfront when you decide to get a car from them. I like the sales team over there and I am real satisfied with my car, too.

Over at Lexus they are very good. You know we just never have problems with our car. That is why I love it. The sales team sold us a very good car at a price we felt okay about. All Lexus cars are expensive but they are worth the money because the cars are so well made.