Dealer 2-Year Rating

Overall Rating

3.4 / 5
Customer Service
3.5  
Friendliness
4.1  
Overall Experience
3.1  
Price
3  
Quality of Work
3.7  
Service
2.4  

Dealer Reviews

Show:  

Overall Rating

5.0  

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

Impeccable Customer Service

By Suez on 5/22/2019 at 5:37 PM. Helped by David Mickens.

Received 5 start service from star to finish. My salesman (Mr. Mickens) was so professional and knowledgeable about the vehicle (RC 350). In fact everyone I encountered was friendly and courteous. I absolutely love the my car! The RC 350 is a quality vehicle and a quiet smooth ride. Thank you for an amazing experience at Lexus.

I would recommend this dealer.

Overall Rating

2.4  

4   Customer Service
4   Friendliness
2   Overall Experience
1   Price
1   Quality of Work

Disappointed- Tire Center

By ScApErTiSt on 2/16/2019 at 9:37 PM. Helped by Mike Kline.

Have been in this dealership many times in the past for service with no issues until now. Made an online appointment for a set of 4 tires and an alignment and had to reschedule due to a conflict. Made another appointment for the same 4 tires and an alignment. Dropped the car off and went to pick it up noticing the bill was $100 more in labor then the online quote, when I asked the service advisor why, he couldn’t tell me, only that it was “strange”. He corrected the total and upon returning home I inspected the tires and noticed the tread was different than what I saw online, and the name of the tire was missing from the side wall. I returned to the service department after not being able to reach anyone by phone and explained the tires installed were not the ones I ordered and payed for. The service advisor spoke with one of the technicians to ask how this could’ve happened. The manager was not in the office at the time and the technician stated I ordered 8 of these tires, however they installed and aligned 4 different tires with no explanation as to why. So, I was over charged both in labor which was corrected, and payed more for tires I didn’t receive. I now wonder if this has happened to anyone else in the past and didn’t catch it. The service advisor Mike Kline was very understanding and I have no complaints with the customer service he provided. I am however disappointed in my overall experience and now have second thoughts about returning in the future. I was told I would have the work redone on the tires originally ordered without charge, so we'll see what happens.

I would not recommend this dealer.

Overall Rating

4.8  

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

An experience to remember

By 1stlexus2018 on 12/18/2018 at 2:19 AM. Helped by Mike;service, Mariah; cashier.

I am a new Lexus owner & schedule my first oil change at the dealership.  Let me first say from the time we pulled up to the time we departed, the experience is exceptional!!!  Our service guy Mike was great.  He explain the routine maintenance and provided an estimate cost on future maintenance.  He also tentatively set up an apt for the next schedule.  As this was our first time at the dealership, he gave a mini tour of the waiting areas.   Yes, I said areas....from the open lounge with tables & chairs to the sofas & loveseats.  Then there is also several cubby areas where you can have private conversations or sit alone & work on your laptop.  The complimentary Starbucks coffee, water, tea, soda & snacks all makes the time pass by swiftly.  And speaking of time, I was in & out in less than an hour.  For a Sat. apt I was prepared for a long waiting period.  But not at all!!  Once your car is ready, they actually come & find you instead of calling your name over a loud speaker.  Mariah, the cashier is sweet & her customer service attitude is awesome.  When I got my car not only did they complete the oil change, they also vacuum & wipe down the inside.  All in all the Lexus experience is one to REMEMBER.

I would recommend this dealer.

Overall Rating

2.0  

2   Customer Service
4   Friendliness
1   Overall Experience
1   Quality of Work

Poor communication and bad business

By Estelle55 on 12/7/2018 at 5:45 PM. Helped by Brook.

lexus collision center called me to pick up my vehicle after having it for 2 weeks. I noticed there was a dent on the driver side door that was suppose to be repaired. No one said anything to me just gave me the keys. When I called to inquire why it was not fixed. The lady said a moble company would set up an appointment and come out to repair it. It’s been almost a week and I have not herd from the moble company. Also, all insurance covered damages should have been repaired before calling me to pick up my vehicle. It is bad business to deliver incomplete work and no explanation.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price

The Collision Center of Lexus

By rit on 6/26/2018 at 1:52 PM. Helped by Collision Center.

The customer service on Lexus collision center sucks. You buy an expensive car go for the repair and they do not even offer a ride back, there is no appointments so you have to wait longer.

I would not recommend this dealer.

Overall Rating

1.8  

1   Customer Service
4   Friendliness
1   Overall Experience
1   Price

Service Tech mis-trust

By tonictko on 5/5/2018 at 11:13 AM. Helped by I'm not really sure but I think his name was Mike, however I do not see his picture on the list..

I called to make an appointment for a 60 thousand mile service, when I asked how much that service cost I was told $420.00 for my 2010 RX 350. My asking that question is such a normal question! Who would not want to know that information, however when I got there my Service Tech whom was friendly tried to stick it to me. Meaning he printed off a ticket that was well over $500 and I asked him why was I quoted $420.00 and his ticket shows over $500 and he stated that I had never been there before so it printed a generic ticket. I was so disappointed in that answer and that lead me to believe that the service tech was trying to get over on me,because a 60 thousand miles service should be $420.00 regardless if I ever been there or not. I did not say anything at that time because I was so upset. I have always seen so many dealerships on the news for over charging customers and making invalid claims to the customer. On 05/04/2018 I experienced it first hand. If I had not mention that it was a discrepancy between the ticket and what I was a the time of scheduling my appointment he would have gotten over. I now believe that the service writing have quota too meet and the service writer chose the wrong one when he got me. I will now look into writing to Lexus HQ to make them aware of the inconsistency with their employees. I just do not want to have to worry about if I'm being overcharged when I bring my car in.

I would not recommend this dealer.

Overall Rating

4.8  

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

Buying experience

By Gary on 11/14/2017 at 3:28 PM.

Alex Jackson was very professional in his dealing with us, and was very knowledgeable. The trade-in offer was fair, and we quickly agreed upon a price for the new vehicle. Follow up has been superb.

I would recommend this dealer.

Overall Rating

5.0  

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

Sales consultant Mr. Alex Jackson

By DreamNails2017 on 11/13/2017 at 1:01 PM.

Mr. Alex Jackson was super nice and very knowledgeable, first time Lexus owner and Mr. Jackson put us at ease throughout the process, went above and beyond to delivered documents to my business for signatures, now that's a 5-STAR service. I will definitely recommend Mr. Jackson to my families and friends when it comes to purchasing a new or pre-owned Lexus. Thanks again, Tony

I would recommend this dealer.

Overall Rating

1.4  

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

The worst customer service experience

By Lexus1 on 4/14/2017 at 12:04 AM.

I went in for a diagnostic and came out with a 6600 dollar bill and a car running hot. I was told I needed a new car by Dale. Maurice assisted me in this process that never happened. Mind u, i am a single mother, a teacher, bereaving the loss of a family member and did not get the service I was expecting from this dealership. I will never go back nor recommend anyone to go here bc they will hot talk u out of ur panties if u dont have common sense.

I would not recommend this dealer.

Overall Rating

5.0  

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

Excellent Service Department

By Donna Heidel on 3/31/2017 at 9:57 PM.

The service department is top notch! We drove 2 hours to have recall work done and were given a loaner, as well as a $50 gift card for our trouble. Dale was very helpful and a pleasure to deal with.

I would recommend this dealer.

Overall Rating

5.0  

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

Excellent experience.

By MCMAY on 3/28/2017 at 10:30 PM.

My husband and I are both returning customers of Lexus of Richmond. We have found everyone at this dealership to be so professional. Our past experience with both sales and service have been very business like and pleasant. Mr. Meekins has sold us a total of four vehicles and worked very hard to be sure we were satisfied customers. Lola Gilbert was so thorough in explaining all the functions of our new vehicles. We would not ever think of going anywhere else for our automotive.

I would recommend this dealer.

Overall Rating

2.0  

1   Customer Service
1   Friendliness
1   Overall Experience
5   Price

HORRIFIC EXPERIENCE!

By Lann on 11/10/2016 at 3:04 PM.

My wife and I recently visited this dealership with hopes of leaving with a new vehicle, but instead left feeling extremely disrespected. Mr. Quigley has NO business dealing with the public and Lexus of Richmond should be ashamed of this poor representation of such a fine product.

I would not recommend this dealer.

Overall Rating

4.2  

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

Good response to tire replacement error

By ES 350 on 11/6/2016 at 6:36 PM.

I had a tire replaced on ES 350 due to damage resulting from hitting a nail. Although the incorrect brand was mistakenly installed, management dealt with the problem once I brought it to the dealership's attention. The work itself was very good quality - not a mark on the rim.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price

Fantastic Experience

By BSRVA on 9/8/2016 at 6:20 PM.

After having spent many years in the car business myself, I found myself on the "other side of the table" having to purchase a vehicle. Lexus of Richmond was respectful of my time and made it a very smooth transaction. Justin and Shawn had the vehicle ready for delivery when I arrived and Maurice had the paperwork ready for me to sign. Thank you guys for a great experience!

I would recommend this dealer.

Overall Rating

5.0  

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

Customer satisfaction

By Renado Lewis on 8/15/2016 at 9:29 PM.

Buying a car from Lexus of Richmond was so much fun. Bryan Dugas treated my family with respect and met every need we had. They got the price of the vehicle down to where I felt the most comfortable in paying with no haggling. I will definitely buy from them again.

I would recommend this dealer.

Overall Rating

5.0  

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

Overall outstanding experience

By Badger p-car on 6/7/2016 at 3:04 PM.

In June 2016 purchased a used car from Lexus of Richmond. The purchase was completed from 1000 miles away and completed via telephone, email and overnite UPS and FedEx. I was completely satisfied with the customer service and overall response that I have received. Rick Bernard and his colleagues handled the process from Lexus, and he was knowledgeable, personable and offered thorough attention to detail. Thank you

I would recommend this dealer.

Overall Rating

1.0  

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

Terrible collision service

By dyj1965 on 1/2/2016 at 1:45 PM.

The collision center is the worst department at Lexus of Richmond. Both customer service and quality control are sub par compared to other dealers ie. McGeorge.

I would not recommend this dealer.

Overall Rating

5.0  

5   Overall Experience

Happy client

By DRK on 11/17/2015 at 2:31 PM.

Eddie Jennings walked me through the car buying process professionally and with great patience. A painless experience! After delivery help with car systems a real plus. Enjoyed working with Eddie and Maurice Hence in finance. First class dealership!

I would recommend this dealer.

Overall Rating

5.0  

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

Carla is a wonderful saleperson!

By daveslexus on 10/23/2015 at 3:26 PM.

Carla was great. She found the right car for us and facilitated our purchase with almost no problems for us even though our needs and requests were a bit unusual. She answered all of our questions and willingly helped acquaint us with the new features on our new car. The whole experience was actually fun. You asked how many cars did we drive before we bought a new Lexus RX350. Only one. We traded a 2011 RX350 and we wanted another one. The car is incredible. The only drawback I would say is that the navigation system is too complex. It is certainly too complex to operate when driving and the way it is situated it encourages you to operate it when you drive. I would judge that to be a bad design decision on the part of Lexus.

I would recommend this dealer.

Overall Rating

4.8  

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

New Car Purchase

By jlsaunders on 9/28/2015 at 2:59 PM.

The sales process at Lexus of Richmond was easy and very straightforward, Newton Rector located the exact vehicle I was interested in and provided a seamless customer experience. He took his time to ensure that I was getting exactly what I wanted and worked to make sure that I received the best possible price on my new 2016 ES. Lenore Parker in the business office made the final purchase transaction lightning fast, I was in and out of her office in less than 30 minutes, in total it took me less that 2 hours from test drive to completion of the sale. I would highly recommend the entire Lexus of Richmond team!

I would recommend this dealer.