Lexus of Kendall

I recently purchased a 2022 Lexus RX 350 from this dealership and did not expect the post-sale experience to be this frustrating. The transport company used for delivery was referred directly by the dealership, and during transportation my vehicle sustained cosmetic damage — specifically, damage to the driver-side mirror that removed the paint. I ultimately had to replace the mirror out-of-pocket. What has made this situation even worse is the complete lack of response from both the dealership and the transport company. Emails have gone unanswered, and neither party wants to accept responsibility for damages caused during the transportation process they arranged. This is unacceptable. When a dealership refers a transport company, they should stand behind that referral and ensure customers are protected. At minimum, I expect reimbursement for the shipping costs and the mirror replacement — expenses I should have never been responsible for. Luxury buyers deserve transparency, accountability, and basic customer service. Instead, once the sale was completed, I was left to deal with the consequences alone. If this is how customers are treated when issues arise, I strongly caution others to reconsider using dealer-referred services or expect to absorb the losses yourself.

Great experience, would buy from them again. The salesperson, Jose Luis, and finance consultant Dave were excellent to work with. Thank you, guys. We are very happy with our purchase.

Lexus of Kendall used to be a very professional and customer-focused dealership. I’ve been a loyal customer for over five years, and unfortunately, the quality of service has noticeably declined over time. During my most recent visit, I brought my vehicle in for a routine oil change. At that time, the technician identified an issue with the battery. However, I was not informed that the battery could be replaced under my existing warranty. Months later, I discovered on my own that the battery was still covered. When I contacted the dealership to address the issue and asked to speak with a manager, I was directed to the assistant manager, Tara. Regrettably, the level of professionalism and customer service I received from Tara was extremely disappointing. For a brand like Lexus, known for its luxury and customer care, it’s disheartening to see such a lack of accountability and courtesy in management. I hope Lexus of Kendall takes this feedback seriously and works on restoring the standard of service that once made them stand out.