Dealer 2-Year Rating

Customer Service
3.9  
Friendliness
3.9  
Overall Experience
4.1  
Price
4.5  
Quality of Work
4.7  
Service
3.6  

Dealer Reviews

Show:  

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience

Recall not honored

By V.Coles on 5/20/2019 at 11:20 PM. Helped by Mike.

I am the owner of a 2007 350 RX. My leather interior on my dash board has been cracking since about 2017. I called the Lexus recall number to speak to someone regarding my Lexus which I just discovered online there was a warranty enhancement program regarding my cracked dashboard. I realize this was from 2015, but I never received a letter in the mail and have had and currently consuming even more cracks in my dashboard. The Rep explained to me that nothing can be done on their end due to the time frame, maybe I could speak with the dealership. I have had my vehicle serviced numerous time with Charles Barker VA Beach and I asked about this recall and was told the same thing. Mike sent me an text saying "that the reason that I wasn't told about the service program is because it has expired and my last 3 visits were after that date and would not be covered". This is not fair being that I never received any type of correspondence about this dashboard issue and if it was recalled then Lexus should honor the agreement. I will be writing the corporate office and the BBB as well to voice my disappointments with this reputable company, or at least that's what I thought.

I would not recommend this dealer.

Overall Rating

2.2  

1   Customer Service
1   Friendliness
3   Overall Experience
3   Price
3   Quality of Work

Lacking in Customer Service

By Russ on 12/28/2018 at 3:52 PM. Helped by Chris.

My purchase experience after 10 years has been “ok” but I don think I’m using the service department anymore. Definitely lacking in customer service!

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Great Salespeople who help their peers

By Jane Stilley on 4/17/2018 at 12:52 AM.

I bought a Lexus at the Oceana Tent Sale. I was being helped by a Charles Barker Toyota salesperson but Darryl Ward kindly stepped in to answer some specific questions I had about the vehicle. Even though I did not buy the car from him, Darryl the next day spent well over an hour with me going over all the bells and whistles of the car. It takes a real team player and love of the product he is selling to take time to help another salesperson's customer. Darryl stands for a great representation of his dealership. I was sent to this dealership by a very satisfied customer who bought a Lexus at a previous Oceana Tent Sale. I plan to "pay it forward" and recommend Charles Barker to others as well!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

WONDERFUL

By MIKE&SANDRA on 3/24/2018 at 7:49 PM. Helped by JEFF DUNLOP.

AFTER DOING OUR HOMEWORK, WE DECIDED TO VISIT CHARLES BARKER LEXUS OF VIRGINIA BEACH TO CHECK OUT A LEXUS 350ES. LUCKY FOR US, OUR SALESMAN, JEFF DUNLOP, SAW US AS WE WERE LOOKING AROUND THE LOT. HE QUICKLY INTRODUCED HIMSELF SAID HE WOULD GLADLY HELP US FIND THE CAR WE WANTED. JEFF IS VERY WARM AND FRIENDLY, VERY KNOWLEDGEABLE, AND MADE THE CAR BUYING EXPERIENCE ENJOYABLE, ACTUALLY! IT WAS THE PERFECT CAR FOR US AND JEFF WORKED WITH US TO GET THE PRICE DOWN TO WHAT WE COULD AFFORD WITHOUT HAVING TO FINANCE ANY PART OF THE COST. JEFF EXHIBITED A LOT OF PATIENCE WITH US AS WE DID HAVE MANY QUESTIONS, AND HE ANSWERED THEM ALL. HE WAS NEVER CONDESCENDING NOR WAS HE IN A HURRY TO "MAKE THE SALE." IT WAS AS IF WE WERE THE ONLY CUSTOMERS ON THE LOT. MY WIFE AND I CAN'T SAY ENOUGH GOOD THINGS ABOUT JEFF. IF YOU WANT THE BEST, FAIR DEAL, GO SEE JEFF!!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Services Exceeded Expectations

By jeff holste on 12/7/2017 at 12:57 AM. Helped by Dave Adams; Mike Moore; Vanessa; cashier; service writer.

Christmas time has arrived; particularly with the beautiful Christmas card from Dave Adams-with a complimentary state inspection coupon. After an on-line appointment setting, I arrived and was immediately greeted by a friendly service writer who escorted me to service advisor Mike Moore. He warmly welcomed me; accepted my coupon; indicated it would be about 45 minutes; so I settled in the comfy waiting room with a cup of freshly brewed coffee and a yummy muffin! I wandered into the "boutique gift shop" where smiling Vanessa proudly pointed out all of the well stocked shelves of Lexus goodies for Christmas giving-and especially receiving! Mike came looking for me after only arriving 35 minutes earlier; ten minutes sooner than promised; passing me my keys and me getting on my way! I did find a lost company i.d. card from a previous customer and passed it to the cashier; who traced his name down within minutes and called him to let him know it had been found.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Service

By Markkara2 on 7/29/2017 at 6:51 AM. Helped by Chad.

Chad assisted me during my service visit. He was professional and personable, alerting me of cost of the repair upfront. Chad was great with follow up phone calls and truly made the visit stress free. Thank you!

I would recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

2006 Lexus Repair

By Sitto1916 on 7/27/2017 at 8:08 PM. Helped by Customer Service (Patrick).

Patrick was my service representative, he explain in detail what work needed to be done and what was the best solutions to complete the work to my satisfaction. I was very please with everything that was done.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Exceptional Service!

By Divot22 on 7/19/2017 at 9:59 PM. Helped by Sean Yancey (first service rep), Patrick Worrell, Mike Moore.

Service at this dealer started almost eight years ago and will continue as long as I own Lexus vehicles. Scheduled maintenances are handled with extremely courteous staff and representatives, and loaner cars are provided if needed. When Lexus warranty concerns are identified, they are addressed promptly and efficiently, with particular care to getting things done the right way, and with customer satisfaction! Loyalty is reciprocal -- I think I have the right brand and at the right service center!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Quality of Work

Professional and on-time

By Nadine933 on 7/19/2017 at 7:10 PM. Helped by Taryn Kemp.

I appreciate the fact that I was able to make an appointment ahead of time, and my car was attended to at the stated time. Waiting lounge was comfortable, and great coffee.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Excellence always

By Teri.O on 7/1/2017 at 10:55 PM. Helped by Chad Merritt.

Always the best service, wouldn't go anywhere else. From sales to service you are always treated with the best customer service. Love Charles Barker Lexus!!!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Good org + Good people = Superior Service!

By Quintin Paredes on 6/24/2017 at 11:49 PM. Helped by Chad Merritt.

I am a loyal Lexus owner of 20+ years and have owned several Lexus vehicles. While these vehicles are super reliable and are engineered to last a lifetime, when service is required the Charles Barker Lexus organization outperforms its competitors in sales and service. The people are great. Of particular note, Chad Merritt, my service advisor who I exclusively use is knowledgeable, authentic, and trustworthy. Simply put, he is clearly a leader in his peer group and personalizes the customer experience each and every time. Keep up the excellent work Charles Barker Lexus and Chad Merritt! Loyal Customer, USMC (ret.)

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

inspection

By Jtuthill on 6/22/2017 at 5:34 PM. Helped by Taryn Kemp.

Taryn Kemp was fast and efficient. She was excellent from start to finish. Her performance alone would bring me back when I get ready to buy a new car.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Quality of Work

Great Service, I was in and out

By Lexus on 6/12/2017 at 2:06 AM. Helped by Chad.

Chad was excellent, He was very professional and his customer service skills were excellent. I was in and out of there very quickly. I was very impressed with the way I was treated. This was my first time using this service for my new Lexus and I have to say I am glad that I purchased it from Charles Barker Lexus .

I would recommend this dealer.

Overall Rating

3.0  

3   Overall Experience

Not the way it used to be

By Anne56 on 6/10/2017 at 5:33 PM. Helped by Chad.

I had an appointment for 11:00 am At 12:10 I wandered into the Bay thinking I'd just leave. Chad who was really the only one running around trying to solve everyone's problems said he'd be right with me ( had to finish with a walk-in) Much earlier I had seen a workman driving my car around the building. At 12:30 I was told that it was the blower fan and it would take 2 hours to fix. - that is 2 hours of labor - $280. I had a rental car provide +++++ but at 2:06 pm they left a message that my car was washed and in the Bay, ready. I appreciate the wash and them putting a fuse in my lighter quoted "at no cost" but I am left very confused. I have owned 3 Lexus - because of their service!!!!!!!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Excellent Customer Service

By Frank Beale on 6/8/2017 at 11:04 PM. Helped by Chad in service.

I hade warranty work completed on my 2008 Lexus 350 (extended warranty issue) and Chad helped me with scheduling and completing the service. Very smooth process throughout! Minimal waiting, everything was ready on time, the loaner car was ready, and followed through on everything we wanted checked, even the things that were working correctly already. Outstanding service. I will be servicing all my Lexus vehicle there. Thank you for making the service process enjoyable.

I would recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

Service my Lexus for maintenance

By Rebedeg on 6/7/2017 at 2:18 PM. Helped by Mr Mike Moore.

It was great dealing w Lexus service department. Had appointment w Mr Mike Moore and he did a great job. I was pleased with service they've done w my car. 👍

I would recommend this dealer.

Overall Rating

4.6  

5   Customer Service
5   Friendliness
5   Overall Experience
3   Price
5   Quality of Work

Our Customer Service Person

By Alpha Corporate Designs on 6/5/2017 at 3:56 PM. Helped by Patrick Worrell.

Patrick Worrell has been our Customer Service Person for the past 12 years. He has work with us on our service schedule and has been accommodating with our work schedule. I feel he is an asset to your organization and it says something for Charles Barker Lexus to have someone stay with your company for the length of time that he has work for you. Thank you

I would recommend this dealer.

Overall Rating

4.6  

5   Customer Service
5   Friendliness
5   Overall Experience
3   Price
5   Quality of Work

Outstanding Service

By Tommy Carpenter on 6/2/2017 at 1:54 PM. Helped by Chad.

Worked with Chad. I accidently came in a day early for my appointment. He was able to work me into the schedule. Work was done on time and under quote. I appreciate the outstanding service they provided me and my GX. Thank you!

I would recommend this dealer.

Overall Rating

3.4  

3   Customer Service
4   Friendliness
3   Overall Experience
3   Price
4   Quality of Work

Satisfaction drop

By Chi-town slick on 6/2/2017 at 12:18 AM. Helped by Ms. Shaw.

During my most recent service visit to CB Lexus, I was rather disappointed with the quality of service I received. There were so many cars in the entrance bay that I was forced to remain outside until one of the "shuttle" drivers was able to clear out the backlog. When I entered the service area, it took an unusually long time to get waited on. It just seemed like the service department was way undermanned. I was finally assisted by a Ms. Shaw. The scheduled service invoice was wrong. It was for a 30,000 check rather than a 25,000 check. Once that was straightened out ,I retired to the waiting area. After a reasonable amount of time had passed, Ms. Shaw informed me that the car was ready and that I should proceed to the service bay after signing my work order. When I got out there, the car was no where in sight. I asked the "shuttle" driver where I could retrieve my car and after looking for it, he said it was still on the wash rack and that I should wait outside until it was brought out. I remained out there for approximately 8 to 10 minutes before the car arrived. This was definitely not what I was used to from CB Lexus. It seemed very disorganized right from the start. I'm sure this was an anomaly. I just hope that it was not an indication of future visits.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Quality of Work

Another Great Experience!

By dgonsior on 6/1/2017 at 4:48 PM. Helped by Service Department - sorry don't remember exact name..

Forgot about my state inspection requirement at last minute and was able to make a online reservation day before deadline. In and out quickly and with no issues. Very friendly staff!

I would recommend this dealer.