We looked at a 2015 Mazda CX5 with 62,000 miles on it. The salesman told us it had a 25,000 mile guarantee. Based on that, we made the decision to purchase it without having an independent inspection and offered a very fair price that was immediately accepted. After arranging financing, getting proof of insurance, etc., my husband went to pick up the car. Upon signing, he was told it has a 25,000 maintenance agreement, not a guarantee. At that point, he probably should have stopped, but with sunk time costs and our need for a car quickly, he proceeded with the purchase. He was then handed one key. We discovered getting a second key will cost at least $200. A few days later, we went to attach the new license plate. After breaking the plastic screws and two trips to the parts store, we figured out the screw holes were crooked. Now, a week later, the doors have all started squeaking and we noticed the hood not closing quite right. So, I'm pretty certain the car has a bent frame. If we'd known up front there was no guarantee, we definitely would have had an inspection and the frame issues would have been identified. The sales manager's attitude is basically, too bad, you bought it. Legally, he's absolutely right. But really, one key? Bent frame? Not even an apology about giving us the wrong information to start with or not telling us ahead of time there was a missing key? And not willing to do anything about any of it. Caveat emptor, I know, but this was poor service. read more

Poor customer service. Scheduled for a test drive online and got some last minute texts the day before trying really hard to get me to reschedule so that I can get the "full experience". It doesn't make sense to me that they allow a customer to schedule for certain time if they don't think that they have enough time to go through everything and I really don't appreciate the last minute notification. I'll find for a different dealership. read more

With dealerships like this Ann Arbor Lexus dealer, gives Lexus a bad name. Dealing with this location is what you might expect if you drove your Lexus outside of the U S territory for service and I don't aim to bad name my neighboring countries without giving them an opportunity because vacationing there is all ways top shelf. This AA Lexus dealership clearly is struggling just trying to complete simple things. There employee turnover is very noticeable. As a rule just buying a car at most dealerships is anything but pleasurable. I would much rather avoid sales and head straight to their F & I manager or purchase over the phone. It's such a screw the customer con- game , trust me. Like dealing with a funeral sales person in your time of grief. If I have a question about a Lexus product I call Santa Barbara Calif just to avoid Ann Arbor. I don't have any contacts there I just know Igoing to get a straight answer without being placed on hold or transferred several times. Yesterday when my SUV was serviced my car was washed and driven into the service bay, I was told you're all- set , it wasn't my car. I just had to laugh and laugh and laugh. I had just told the new service manager all of my stories of how awful my experiences has been over the years. What did he say to me about my laughing, it's not funny. I felt bad for this new service mgr. He's really a nice guy. He probably wont be there when I return. Just look into the eyes of senior mangement if you met one. Very dry, no expression . I was told by this high level mgr he was going to check on my sensor replacement, I waited , he never came back. That 's sad. He was not a service person but sales and finance. I don't know who he is or was but know this, I will never buy from them again. I worked in business development my entire work life selling the best names in commercial office interiors and was fortunate to have some of the best training in recognizing people and their personalities and I've learned ever customer is NOT mine. Time is money in sales and service and sometimes it's time to move on. I'm Out !. read more

The only reason I gave 3 stars is that the dealership was good but the salesperson was not. George Freij was great until the deal was made. I was there late on a Friday so we made an appointment for Monday to process paperwork and get financing secured. I arrived for my appointment and George was with another customer. He told me they were getting ready to test drive a vehicle and he would be with me in a minute. The couple never left his desk and he never came back to me. After 45 minutes the finance manager was now with the couple and George was no where in sight. I approached the finance manager and asked why I had made an appointment if they weren't ready for me. The sales manager came up to me after that and apologized telling me they would take care of me asap. shortly after that the finance manager began asking questions about the credit application which I was told when the appointment was made would be done when I arrived. When it was all said and done I was there for over 2 hours. At the end of all this I had to wait for George to work with ANOTHER customer before I could have the plate put on and take the car. I asked if someone else could help me with that - I was given George again. He put the plate on the car shut the door and said have a good day. No apology. If it weren't for George I'd say my experience was great...It was very apparent that once the car is sold George is done with you. read more

Katie was great. This was a great maintenance service. It was very fair priced- even compared to local shops nearby. Anything they saw needing attention was clearly informed to me and they politely asked which would be done. As any car owner, you should always do research and know what to do. They were respectful of what I gave approval on and what was not. All around it was a great experience. read more

Best service I have ever gotten! I bought my car in Maryland, but always took my car to be serviced in Ann Arbor, where I went to school. I can't tell you how efficient and friendly the staff are. They are amazing and I wish they would all transplant to Maryland. My car was always cleaned impeccably, given back to me the same day, and they always gave me a fresh, clean, and new rental car. I really love this business, more lexus locations should be like this one. I miss you guys. read more

I have never written a negative review online be4 but due to the incident that took place today I could not help myself but share my experience. I was so upset with the sales guy name J. for trapping me into A Car lease without car service not being included in my car lease. He discussed it with us and promised us car service with our 3 year car lease but never put it in writing. When I took this issue over to the General manager Sean Kass.... he told me that there was nothing that he could do, because it was not written. once we discussed it I had no problems with paying for car service but when he got rude and started misbehaving with me and was acting like I wanted something for free that's when I Got upset.....not only was he hurting my self-esteem and my ego... he was stereotyping me.... i'm not used to this kind of behavior and I Did not want to allow him to miss treat me like that so when I asked him for a serious apology he refuse to apologize for the way he spoke to me. Instead he said I'm done having this conversation with you you may leave. That's when I was like excuse me you are not going to speak to me like that....if so I'm going to share it on social media so I pulled out my phone to record the conversation and when I did, he went out the back door and told them to give my vehicle back to me. And told me that I am no longer welcome there and that they are going to refused me as a client when they are the ones to leased the car to me. I told him that he had no right to do so when clearly I did nothing wrong and then he said you have to go otherwise we will call the police and I said to him u can call the police I have done nothing wrong. I was so upset because I got a babysitter just to get my car serviced today. I made arrangements to come on time for my appointment and was Miss treated with racism and stereotype view from the general manager Sean kass. I'm being I didn't mind paying for the services once we discussed the matter but the way he spoke to me was unethical and not something I am used to and when I asked him not to speak to me like that he took my car and handed it back and refused to do service... He was straight up being nasty and mean. I feel that he needs proper training on customer service because he cannot be miss treating Lexus Client the way he did. The title general manager should not be given to Sean Kass until he receives proper training in customer relations. I was not mad at the sales associate for that is his job but I was upset with the general manager because his job is to show Care and courtesy to The Lexus clients. He could've handled the situation with a nicer tone and respect.... read more

I bought a 2010 RX350 about a year ago. I didn't deal with any sales people...went straight to the finance guys. I had a great experience! I'm still so happy with the car-I did some price checking back home in PA and the prices were the same. No issues with the car at all :) read more

Normally I'd give 4 or 5 stars, but I'm annoyed right now. My oil change sticker from them, as well as the oil change message in the car said a change was due. It was 5000 since the last change. So I took it in and they did the oil change and then recommended a brake job. I'm glad I got the brake job, but it turns out that oil changes are only needed every 10,000 miles, not the five the put on the decal or the computer states. So why did they still do the oil change? They had the history. Bottom line I got an oil change I did not need and some should have known to ignore the notices. I feel they should have acknowledged their culpability and at least have offered a free or discounted change 10,000 miles from now. read more

I absolutely love this dealer, won't buy or take my car anywhere else for service. The people are nice and friendly, helpful, and most importantly respectful. On like other Lexus dealers! read more

Lexus - Car Dealers Near Me - Ann Arbor, Michigan

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I bought rx 350 Dec 2017 from the dealer but the dealer forgot to put a manual inside the car. I called salesman asking him to mail me a manual to me. He said yes and he said he will mail the manual to me. Now almost half year i have not received the manual. During my conversion with the salesman it seems all he cares was the review and he asked me to see if i can give him all 10s on the review. They have not explained anything about my car maintenance and warranty . No i have to find out about myself. I do not like the service at all. read more

I had a terrific service department experience at Lexus of Ann Arbor last week. Having recently moved to this area, I was unsure if they could keep me as happy as Lexus generally does--my family has owned Lexus vehicles for almost 15 years--but I am happy to report they did, and even more! My service representative, Ramey, was informative and friendly, giving me the most positive & personal experience I have ever had at ANY car dealership!!! There was no time during the process that I felt pressured into a purchase; the charges were reasonable and fair for industry standards; my husband had no complaints, as well. Loved the loaner car; loved the ease of scheduling the appointment online; loved the quick turnaround time; loved the way the department is set up and the quiet office location talking with Ramey; loved the overall friendly atmosphere. Also, I loved that Ramey represented the Lexus brand so professionally and personally. The car runs great, problem solved. Additionally, I left something of value in the loaner car & didn't realize until the next day. Ramey retrieved it and mailed it to me, saving me much time & hassle. In a nutshell, I am a very, very satisfied customer and will continue to be a proud Lexus owner. Thanks, Ramey and all, and best success to your dealership. ~~Stacie S. read more

Best place to buy or lease a car in Ann Arbor. Thier salesman are very professional, and kind. I leased my last car from George Freij which was about 3 years ago. I walked into turn in the lease, and I was impressed how great of a memory mine had. He remembered my name right when I walked in the door. I also just leased another car from him. Very friendly. I highly recommend using this dealership to buy your car. Thank you for making car shopping easy! read more

I had a great experience buying my new 2016 Lexus GX 460 SUV with Hernando, my salesman and Brian, the sales manager, at Lexus of Ann Arbor. In addition, the tech guy, Brian, was also super. His two-hour orientation of the vehicle was superb. There was a snag getting my new car from another dealer, but they honored my request to give me a loaner until it came in, as I had sold my car quickly and did not want to rent a vehicle until my new one came in. I would like to add that I had another Lexus SUV for 10 years that had no major repairs that I also bought from this dealer and my salesman, Hernando. It was by far the best vehicle I have ever had. The Service Department here is also wonderful. I am always treated courteously, the repairs are always great, the service technicians excellent and I am given a loaner car if I need one until the work on mine is completed. This dealer gets an A+ as far as I am concerned. If you want 2 super people to work with when you purchase a new vehicle, see Hernando and Brian. read more

I recently visited this business bc I was interested in one specific car. Their operation is sketchy and they are not knowledgeable about the products they sell. They were pushy from the beginning & tried to hassle me throughout, even questioning why I was interested in that specific car. Overall, I loved the car & am considering purchasing it But it will absolutely not be from this dealership. I don't appreciate being hassled, questioned or pushed & they clearly are not knowledgeable about the cars they sell. I would expect more from a higher end car dealership. read more

We bought a certified used Lexus from this dealership. We bought an add-on package that was sold to us as a detailing 1x per year for 3 years. When we requested the service after one year, we found out that It was actually an "exterior shield" application. When we got our car back, we were shocked. There were dead bugs still on the front grill and even though they agreed to vacuum the interior they didn't vacuum the cargo space (hatchback). When we spoke to the service manager he said that he had asked the sales people to quit calling the service a "detail" package. We asked to talk to the owner and the service manager said that he is usually in Florida and not available. Another time we took the car in for a scheduled maintenance at 57K and they performed the 60K service without telling us that it included rotating the tires for which we were charged (and we had just bought tires from Discount Tire that included FREE rotation service). This experience makes me believe that their business model is focused on extracting of money from customers and NOT customer service. There are better dealerships out there, don't even consider shopping here. read more

Not the nicest people. I have heard their technicians/mechanics laugh at someone for not having the most up to date vehicle. I have worked with a nice Southern lady in the past who has always treated me nicely, but I've gotten a few dirty side-eye glances from the other salespeople. I don't expect anyone to brown-nose me, but I don't expect to feel unwelcome when I'm trying to spend good money, either. read more

They're very friendly. And there's a comfortable waiting room. But 2 1/2 hours for an oil change and inspection seems kind if excessive. Especially after I was told "1 1/2 hours - tops". read more

Bought a 2011 Lexus RX from this place. They advertised and sold it to me as AWD -- I found out later it was FWD. Demanded a replacement -- all they wanted to do was upsell me on another car. Eventually, and after a lot of stress, got a refund (minus taxes). Terrible experience, and people are atrocious to deal with. read more

I have leased my 2016 Lexus RX 350 from this dealership one of the first new models from Michele who is no longer there, and she was awesome, she really set the service bar high, and they have failed to reach it since she left. I can honestly say that this dealership offers the worst service I have ever experienced with a car dealer. I have leased from bmw, audi, Cadillac, acura, and never have I had such a bad experience. There is extreme turnover in the service department and I have only had to get my oil changed and a couple of tires replaced. I have called or talked to someone at least 3 times about a recall notice for the airbag sensor in my car and each time am told that the part has to be ordered. Only to have no one follow up with a call or actually order the part, It takes up to 2-3 hours for an oil change and that's with an appointment. I am due to turn my car in at the end of the year and every time I'm there for service, someone approaches me about an early trade in or tries to sell me a new car. It's very annoying. It's so bad that I am taking the car to Mead Lexus in Southfield for service the next time I need an oil change. read more

I went in for a test drive at Lexus of Ann Arbor. Everyone was very professional and pleasant - treated me really well. I took the test drive with George, and he was very knowledgeable of the cars at Lexus. I would definitely recommend purchasing/leasing your vehicle from Lexus of Ann Arbor! Great atmosphere with experienced consultants. read more

We Traded in our GX 460 and leased a 2015 RX 350 FWD from this company recently. As soon as we drove in, we were very impressed at the dedication to duty and friendliness from the Sales Representative Mr Hernando Mejia. The other staff we encountered, Misty Gautz and Duane Dorazio, were also friendly and exhibited high sense of professionalism and competence. We remain impressed and hope to recommend the Company to potential Customers. read more

The service manager at Lexus of Ann Arbor is a joke. He clearly has no concept of what customer service is. I'll never go back to this place and since there is no other Lexus dealership nearby apparently I won't be purchasing my next car from Lexus either. Tomorrow I'll be calling the sales department to let them know I won't be following through with the car I was ordering. Maybe they'll finally catch on to how he is bringing the dealership down and fire him. I might consider going back if I hear they do that, but for now I'm moving on to another company. read more

While I love Lexus, I certainly cannot recommend Lexus of Ann Arbor sales staff or Management. I had an issue in my purchase two years ago and my sales person ignored my inquiry, the sales manager ignored it and finally the dealership manager would not respond. It was a very simple issue. My plate was in limbo and I was headed to Florida in two weeks. The plate was to have been delivered two weeks earlier and was not. I needed it to drive and no one would return my emails or calls. You would think that after spending close to $50,000 on a car, that you would get a return phone call?? I did not. More recently, I got an email from the Sales Manager regarding a trade in offer. I have responded three times and received no response. This dealership is not interested in Customer service but simply sales. I will find out which other dealerships they own and then find another that is responsive. I would seriously reconsider buying from this dealership read more

I would give them zero stars if possible! While I love Lexus cars, the service department at Ann Arbor is unacceptable. We bought our pre-owned RX300 in Columbus, OH where the customer service was excellent. Our car is a 1999 model and still running, with some minor problems here and there as most 'old' things do. So naturally, we don't want to invest too much money in repairs, but rather just enough fixing up to keep it a little longer because the engine is still good. We took it in for some intermittent rattling noise from underneath the car. Long story short, they estimated almost $5k in repairs. For obvious reasons, we declined the service and lost our $120 diagnostics fee (which was most likely done by a computer). We took it to Midas for a second opinion, where they performed a free inspection, that's right, FREE inspection. Understanding that the was car is 17 years old, they did only what was needed...a little of bit welding work on the muffler/exhaust and charged us $20 for the labor. $5000 vs $20...are you kidding me??? Stay away from this place! They are crooks!!! read more

STAY AWAY FROM THEIR SERVICE DEPARTMENT!!! These guys are totally dishonest. Brought my vehicle into these guys because there isn't a really close alternative to have them fix my window which broke half way down. They fixed it. But then, after i drove home, i noticed that the driver side door wouldn't lock and wouldn't recognize my key. This was fine before. After window repair, now it's broken. Sounds pretty much like an open and shut case that whatever they did caused the problem. Yet they charged me $200 to replace a wire and wouldn't let me take my car while i talked to corporate. They were extremely rude about the whole thing. This has pretty much led me not to purchase a Lexus at all in the future given my experience--how can corporate let this stuff keep going on? My friends have had similar experiences and have complained to corporate as well, so they know about the problems and yet have not put the hammer to these idiots. That's ok, maybe it's time for a Mercedes anyways. read more

very poor service, they dont even check tire pressure, but charge you hefty price for their service. very poor service from such a reputed brand/dealer, had to service my vehicle 2 times in a month interval, both times had to pay hefty amount, despite my request to check the vehicle thoroughly, the gave my car with low tire pressure which i had to fill in 2 days after i got my vehicle service 2 times in 1 month interval. when asked to see what they can do for better milage he recommend changing filters etc. and 1 month later i had to take my vehicle back as the engine oil broke loose due to faulty screw. so i was charged again. now i have a flat tire, when asked weather i should change tire during my first visit they told me i should/can wait, now people told me that my tires were worn too much so i got to get them changed. I will not visit this place again. read more

Recently purchase a Certified 2012 Lexus CT200 Hybrid at this dealership. The salesperson, Mr. Hernando Mejia, was extremely professional, helpful and polite. The experience was very pleasant. After my purchase I had several small issues and Hernando was very accessible and dealt with my issues quickly and made sure my concerns regarding a burned out headlight and console were fixed promptly. Noticed when I arrived home after purchase that the Owners Manual was missing and I had many questions about how the vehicle operated , how to set up hands free phone, radio, locks etc. Called Hernando and he again helped me address this issue. At the dealer, the sales manager Brian Cogley, provided me with a new Owners Manual with a new cover. Their service was outstanding and I was told by Hernando I could contact him if I had any further questions or issues. He is currently on my speed dial because I am a 68 year old 100% totally disabled combat Veteran of the Vietnam War and tend to need reassurance and help from time to time. I look forward to them assisting me and a great relationship in the future. read more