McGrath Lexus Chicago

While the sales and finance department are excellent, the service department and customer service departments are horrible. I bought a brand new car from them on August 29, by October 10, the right front tire had split. I purchased the tire protection program, but they refused to honor it claiming that the tire wasn’t leaking. Therefore, I could drive on a tire that was literally falling apart. They refused to exchange it despite the fact that the car was literally only six weeks old. I was contacted by customer service who promised to follow up over two weeks ago and have never contacted me back. In addition, the Lexus itself has problems with the media center not connecting properly and I have not been able to get a response on that either.

There’s a reason I drove from Green Bay all the way to Chicago—and that reason was Karona. From start to finish, she delivered nothing but top-tier service. Her communication throughout the entire process was phenomenal—always responsive, always clear, and always on it. She even went out of her way to let me into her home on a Sunday just so I could get the vehicle, and helped arrange for it to be delivered when my schedule didn’t line up. That kind of above-and-beyond service is rare, and I’d absolutely make the trip again just to work with her. Karona is the definition of professionalism, and I can’t recommend her enough. Feel like I got a friend for life from this!

Worked with Justin to address two issues with my car. His input was very clear and he took me to even to show the issues with my own eyes in addition to the pictures that technician had taken since those didn't help me fully understand the case. Very attentive as listener and helpfull with details as needed. What impressed me the most was his assistant and work with his manager to address an issue that came up after i picked my car from the service. They arranged to come at my home to pick up my car and returned back at my home after addressing the issue. They brought me a loaner to use while they worked on the issue. That helped me tremendously as i was tied up with my work and the issue was needed to be addressed since i have only that car and we all were concern about safety. So, big thank you to Justin, his manager, technicians who worked on my car and to the guy who came to pick up my car from my home and bringing it back!!!