I'm very pleased to say that the service department has really improved. I have a new Service Advisor, Destin Ward, and he has been wonderful to work with. Destin does an excellent job of keeping me informed, answering my questions, and, most importantly, making sure my car is well taken care of. He is professional, courteous, and genuinely seems to care about providing great customer service. I've been a Lexus customer for several years, and having a Service Advisor who takes the time to make sure everything is handled properly makes a big difference. My recent experiences with the service department have been very positive, and Destin deserves a lot of credit for that. It's great to see the service department moving in a positive direction. I appreciate the improvement and look forward to continuing to have my vehicle serviced at Herrin-Gear Lexus. read more

After my vehicle was involved in an accident, it was towed to Herrin Gear Lexus Service department as it is the only Lexus dealership in the area. There were delays in releasing my vehicle due to issues related to a towing bill that lacked proper detail. Additionally, the dealership appeared reluctant to coordinate effectively with the insurance company regarding the claim. During this time, I experienced multiple days without my vehicle, encountered disrespect, rude, and unpleasant communication including being spoken to in an inappropriate manner over the phone and faced resistance when attempting to use the insurance payment that had already been issued. When I was finally able to retrieve my vehicle, I discovered that the repairs had not been completed properly. Specifically, a damaged tire remained on the side of the vehicle that had sustained impact. They shined and let pressure out the tire to look new. The dealership insisted that I pay for the repairs even though it was a failure on their part. My car is still under warranty, but I WILL NOT BE USING HERRIN GEAR LEXUS FOR ANY WORK ON MY VEHICLE. They are UNRELIABLE. read more

Herrin Gear Lexus - Knot still is on the tire from accident. - Auto Parts & Supplies Near Me - Jackson, Mississippi

I recently visited Herrin-Gear Lexus after spending the last three years researching the Lexus RX 350 and preparing to finally make a purchase. My daughter and I traveled from New Orleans, Louisiana with high hopes and a clear intention to buy. Unfortunately, our experience was extremely disappointing. When we arrived, we walked the lot looking at several RX 350's that caught our interest, but not a single salesperson came out to greet us, offer assistance, or even provide a business card. I have not bought a car since 2011 (my car runs well so I'm not desperate just wanted to upgrade) so maybe things have changed since then. For a luxury dealership, I expected at least a basic level of customer service, especially for potential buyers who traveled from out of state. read more

Date of Visit: June 14, 2025 | Time: 5:50 PM Location: Lexus of Jackson, MS I came in today excited to test drive the 2024 GX 550. I've been eyeing this SUV for months and brought my husband with me to finally show him the truck I've always wanted. I was considering stepping away from my Audi A4 and trying Lexus for the first time--but this experience made me run back to Audi without hesitation. The sales associate, Mr. Grims, made the experience uncomfortable from the moment we arrived. He repeatedly emphasized that it would be a "short test drive," gave no real insight on the vehicle, and acted annoyed the entire time. What's worse--he mentioned he's been a sales associate for 45 years, which honestly made it even more disappointing. With that much experience, you should be knowledgeable, patient, and professional--not dry, argumentative, and uninterested. If you've been doing this for decades and still don't enjoy it, maybe it's time to retire. Customers shouldn't walk into a luxury dealership feeling like they're begging to spend money. I asked to speak to the manager hoping the situation could be turned around, but the manager was equally nonchalant. His only solution was saying he would "write the associate up," without offering any kind of reassurance or even trying to salvage the experience. It felt like they simply didn't care if I bought the vehicle or not. I was prepared to spend over $80,000 on this truck, but after today I'll be upgrading to the Audi Q8 instead--where the customer service is excellent and people actually want your business. Lexus corporate should really evaluate the poor customer service and unmotivated sales team at the Jackson, MS location. You lost a sale today--and likely many more in the future. read more

Service is horrible. I bought the full service package with expectations of good service. They won't even call us back when our car is ready after the oil change. We call and ask if it's ready and they say we will check. They don't call back. They won't answer any text messages. It's like we bother them. They don't have time for us. We bought an 70 thousand dollar vehicle and are treated like we didn't spend enough money to get service. Looking at trading after two years of this. read more

Dishonest crooks. NEVER have I EVER gotten my car serviced without a service ticket. I booked my service via the Lexus app and was told the app prices weren't correct... I paid 300 for a 70k recommended oil change. That's an oil change, tire rotation, checks & inspections. My car tells me if the tire is low. I don't know why I'm being charged for something the car already does. Never going back to Herrin Gear Lexus. I'll drive 3 hours to another Lexus dealer before I go back to them. read more

I own two Lexus vehicles (2019 RX 350 and 2020 ES 350). My wife and I love our vehicles, but I have been having a problem with my ES 350 for approximately 1.5 to 2 years. When the vehicle is turned off, the driver seat is to move back to make room for you to exit the vehicle. But, my seat moves to an unusual position (the back of the seat reclines back, the seat raises up, the thigh rest rotates up). Very frustrating. However, It doesn't happen all the time. I have captured this on video. The dealership refuses to fix the problem because they can't "duplicate the problem". Since they can't make it happen while it is in the service department, they say there is no diagnostic code to work with. They have expressed very little concern over the matter. They don't return phone calls, give excuses why they can't fix it, and have basically given up on the matter. Very disappointing!!! read more

buyers beware of herrin-gear automotive group - lexus: i purchased a used mercedes-benz that was missing transmitters which controls the keyless entry, cameras, starter, etc. which i didn't have for a good month! fixing this car was going to be $12,000-$15,000 and stated by a certified mercedes-benz mechanic that it may not work properly. the used car sales manager suck at lexus. he was not helpful. he cared more about his pockets & dealership pockets than the customer he sold the lemon to. the sevice was horrible! i took my business elsewhere! thank goodness i was able to get another vehicle other than that i would've been screwd. never again herrin-gear automotive group...never again! read more

Herrin Gear Lexus - Nice car but missing transmitters. SMDH - Auto Parts & Supplies Near Me - Jackson, Mississippi

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Never saw a sales person less interested in making a sale--particularly given that I am a 70-year-old professional who told the salesperson I was paying cash and needed to make a quick purchase as I had wrecked my current car. He showed me one car, told me to test drive it by myself rather than riding with me and showing me features, gave me an oral cash price on the spot and was done with me. He never responded to my subsequent texts or emails with some questions I had, never offered me any options other than the one car, and never sent the price quote in writing. Needless to say, I moved on to another dealership. read more

Very very unprofessional. Horrible customer service skills alone with inexperience employees. Should shut down Even the operator is rude. You can show a monkey how to answer the phone. That's a no brainer. New management is desperately needed. Wish I could give you a negative 0 to the 50 power. Pathetic! read more

In May 2019, I had the right front shaft replaced at the service department. Around Christmas, my Lexus started to make a "wobbling" noise. I dismissed it. Well, took it to Gray Daniels Toyota yesterday, 1 year & 3 weeks after it was "replaced" by Herrin and guess what... the shaft is leaking & slinging grease. My cost when this is over? HALF the price I paid for the car. Justin at Toyota said that he would give me at least a 2-year warranty. Left a voicemail with the manager at Herrin on Friday, but he hasn't returned my call yet Will not buy another Lexus and definitely won't go back to Herrin for service. At least I have the CARES check to help with the expense this time. read more

Worst customer service I've ever had to deal with. MOST UNPROFESSIONAL staff I've had to work with in a service department EVER! Purchased our Lexus at Lexus of Birmingham and had a really great experience,..but as soon as we had to start using Herrin-Gear Lexus for our scheduled maintenance, we have been very dissatisfied! read more

I purchased my Lexus from them and trying to get it serviced is always a problem. If it's not the micro aggressions, then it's being secretly up charged. I can never get a loaner, regardless of when I set up my service appointment. However I have watched as people brought their cars in with no appointment and were offered loaners. I can never can my "assigned" service person to call me back regardless of who that was. Thank God for Price Leblanc in Baton Rouge. read more

Can you give zero stars? WORST Lexus dealership I have dealt with in 10 years of owning multiple vehicles from Lexus. I paid to have it towed to Memphis because it was cheaper to have it towed there and repaired than to pay the outrageous repair bill they quoted me. I called 3 other Lexus dealers in the region. All within 10% of each other. This dealership was 42% higher than the highest quote I got. 5 days to get the part and do the repair. No loaner car. This was a breakdown situation. I ended up flying home. Most dissatisfied I have ever been with any car dealer/service in my life!! read more

Went in to this dealership on a Saturday afternoon for repair parts. After purchasing my parts I went over into the new car showroom just looking and over in the corner was a group of 6-8 sales personnel who completely ignored my presence not even offering a greeting of the day. I think it one of the most unprofessional and dis-courteous experiences I have ever had I even extended my presence in the showroom just for that purpose and those salespeople continued right along with their personal conversation which really began to agitate me. I didn't have the money to buy that day but what if I was intent on buying a car for myself and my wife? I would never purchase a vehicle from this dealership and I certainly would not recommend it to any friends or aquaintences. I would drive to Dallas or Houston before I frequented Herrin-Gear Lexus of Jackson, MS. read more

I love Lexus but Josh has been talking about church for 15 min now and my car has been sitting ready for me to leave all that time... not happy has been read more

I took my SUV to Herrin Gear for tire rotation and oil change. The mechanic left the wheel lock off of one of my tires. I didn't notice until I got home. I went back up there and when the mechanic brought my car back out he said the wheel lock was missing and he placed a regular lug nut in its place. I told him it wasn't missing and he walked off and placed my key on the service advisor desk. He had a bad attitude. Well he was the one who left the wheel lock off. If it was missing why didn't he place a regular lug nut on there in the beginning and not when I returned. Dustin was nice and he checked to see about ordering another one. Those come in a set. If you take your car for service please check before you leave to make sure everything is in good working order and nothing is missing. No apology given by the service manager Stan when I told him about the mechanic. He was not concern. Like I said check your car before leaving. read more

Gay was excellent help! She got my car serviced and talked with the mechanic to let me know he got everything taken care of. The price wasn't as pricey as I expected so, that was also a nice surprise! read more

This place is great!! Always accommodating and helpful! They take care of me every time!!

Dishonest people... If you are looking for a Lexus I would highly recommend you go to another dealership. Especially if you are looking for what this dealership calls a certified preowned Lexus. They do not even check the vehicles before they sell them.. Wally Purser and Shaun Conerly tried to sell me a car with a rusted frame. I was told it was a 1 owner vehicle from MS. It turned out to be a 2 owner vehicle from Wisconsin. After I was able to back out of the deal because of non disclosed frame damage, incomplete service, poor detailing job of the vehicle, they showed no remorse or apology in the neglect of the transaction. I was highly disappointed in the way they handled this situation. Please be careful if you do decide to do business with these unethical "business people." Robert Hadden did reach out to me after the transaction to offer his apology on behalf of the situation. I did appreciate that. It was still a bit short to rectify how it was handled by the other salesmen. If they were truly unaware of the damage to the frame of this vehicle, there lies another issue with how they inspect these vehicles for resale. A customer should not have to be worried about buying a branded vehicle from its own dealership. You should be able to trust a dealership to sell its own product with a guarantee that it is of the value they say it is. This was not the case. read more

It took 3 months to get an appointment to replace some recalled parts. On the day of the appointment, the service was excellent. Thanks for making it a easy day.. read more

Let me just note before last weekend i enjoyed my experience at Lexus. However I was soon disappointed due to the horrible service by not only one salesman but two. The first salesman in the inside of the facility asked if i needed help with anything and I told him i wanted to look at the car behind him. He no longer acknowledged us, didn't show specs, really didn't seem as if he wanted a sale. Then, we moved outside. We looked at cars for roughly 20 minutes no salesman in site. When i wanted to inquire about a vehicle, i had to actually locate someone who wasn't a salesman but helped me find a salesman. Eventually we talked numbers for a particular car and the ONLY thing the salesman did was show us a car fax so of course we showed ourselves the door. I expected so much more from the Herrin Gear family. I hope management replaces some of these employees before they lose other customers! read more

Fake smile and shady business practice If you walk to this dealership with good credit and lots of cash you would think these are the most wonderful people. I bought two new cars from them and I signed all the paperwork electronically and did not review them carefully. When I later expressed my concern about the maintenance contract, their smile disappeared, the finance manager was rude and the general manager became very unpleasant. They charged me $1535 for four basic oil change and tire rotation and hundreds of dollars for bogus fees. Stay away from this dealership, there are five other Lexus dealers within 3hours or less driving distance from Jackson in Memphis, Mobile, Birmingham, New Orleans, and Shreveport. read more

Our salesman Chip was great. Definitely buy from him again. Only issue I had was the guy that was doing all my paperwork forgot me to sign something and had to worry with signing and getting it faxed back to him. Other than that everything was great!!! read more

Gay was great as usual!!! I was somewhat surprised to have to pay for balancing the tires during my 10,000 mile service. I understand this is not part of the normal servicing but I would not expect to need the tires balances so soon. It was definitely needed and rides much better. It came from the dealership with this problem new and I would expect Lexus to stand behind what they sell for at least 10,000 miles and not charge me $62. read more

Josh is our service technician. He takes care of any problem we have no matter how small it is.

I recently moved to this area. I had to have my car picked up and serviced. Herrin Gear is the only Lexus Dealer in the area. After I got my car back from them, I realized that the cover for my gear shift release was missing and my cup holder was broken. I called several times and sent several emails. They were non responsive. I contacted Lexus Corporate. They continued to refused to respond to the damages they did to my car. So it will cost me over $400.00 to repair the damage that Herrin Gear did while they had my car. I have previously done business with Park Place Lexus in Plano Texas. The Service and response was 100% different with them. read more

Yelp should really let us do - stars because this place is joke.. how can everyone in this whole place be so horrible at customer service? A homeless person would probably have been better at customer service than them. I would HIGHLY recommend rehiring everyone. read more

I will give this 3 stars because it this luxury dealer didn't act like luxury. I called for service department, they direct me to them, I said I want schedule an appointment for oil change for next week, then she check if that available, and told me to hold on. I had no clue why she transferred me to another person although that person wasn't on her desk at all. So I called again, it was the same thing happened again. I guess I have to wait them to call me back. read more

After buying and owning a good many Lexus vehicles I will have to say this dealership is the best at getting you in and out. Chip is awesome and has sold me 3/4 and each and every time I am grateful at his ease of working withhim. I have literally walked in to pick up a car and do paperwork and in less than 10 minutes I am driving off. They have always been more than fair with price and we normally can trade by phone. Talk with Chip he will make your Lexus buying experience great! read more