Lexus of Austin

Service Department makes me wish I’d never bought a Lexus.
Getting car serviced is a convoluted ordeal only for those with lots of free time. If you are busy, work full time, or don’t like spending hours dealing with your car a Lexus isn’t for you.
You have to make an appointment even for a simple oil change which requires only an official appointment scheduler (if they can find him), return another day, wait at least two hours (can be all day), deal with rude staff, and never get the service you requested. Each service request requires a separate appointment and going through the lengthy process again and again.
A Lexus is a commitment to spending several days a year in the waiting area and dealing with snobbish staff that don’t value you or your time.
Sure, the waiting area is nice, but they should put more effort into efficient service and not creating a huge hassle for their customers instead of muffins and coffee.
And, seriously, an overpriced gift shop at a car dealership. Who wants to buy an $ 80 candle while waiting for an oil change?!

I had been taking my car to this dealership for service for a year or so. Higher prices but nice waiting area and amenities, loaner cars, etc. Carl had been my maintenance and service guy for a while and have nothing bad to say about him.
This time I was assigned to Michael. A day before my scheduled maintenance appointment my ‘check tire light’ came on so I figured I’d just let them diagnose it during the appointment. They diagnosed a broken sensor, so I paid and had it replaced. After the appointment, on the ride home, light came on again. Well, that’s annoying. Called and scheduled another appointment — Michael told me «Probably another broken sensor.» Had to head to the airport for a flight so since there was ‘nothing wrong with the tire’, I went ahead with my car to long term parking.
Get home from the trip, flat tire. Lovely changing a flat at midnight after a long trip. Call today and get Michael — «Well it looks like the sensor was doing its job! So you want to cancel that appointment?» No, you misdiagnosed a leak in the tire, and you charged me for a sensor I didn’t need. You were about to charge me for another sensor. And now I need a new tire on top of the sensor I bought I probably did not need.
Pretty irritated. Michael got very defensive and did not handle the call well. Did not offer any compensation for charging for something I didn’t need. Will not be coming back.

Just bought a used car from Lexus of Austin. I gotta say the experience was MUCH better than I would’ve expected. I have owned many cars in my lifetime and only 3 previous cars have ever come from a dealer. I usually try and find a one owner private party well cared for vehicle… or better yet, purchase from someone I know well and trust. I spent several months searching Craigslist looking for a suitable vehicle for our move up into the Sierra Nevadas where there is frequent snow and icy roads. After plenty of research I had 6 vehicles that I was considering, from 4WD to all wheel drive. For several months I searched for SIX different vehicles in 4 different states on Craigslist!!! I have a pretty bullet proof list of questions to weed out shady dealers, car flippers and other people’s problem vehicles before I even go look at a vehicle… I found NOTHING! I also found that the easily available information on the internet has made the average pedestrian car seller incapable of accurately pricing their vehicle. After dodging a bullet with one hopeful that I took in to Pampered Auto Care to get checked out (they are awesome btw!!! Review for them next!) I was given Jeff’s number from Lexus of Austin… Amela suggested I check what they had on their lot as her family had purchased vehicles there and had a good experience. I went in on Saturday just to look and made a deal by close that same day on a low mileage GX470. Both Jeff and John were very helpful and extremely respectful and thoughtful about what my needs in a vehicle were. In fact almost everyone I encountered there during the process were friendly and helpful… unlike many dealerships where the only time anyone appears is to «grab the sale». In addition, the couple of after visit to get paperwork, etc I have had no problem contacting either of them. So, although unfortunately I cannot speak to the long term service they may provide, as I am moving out of town, I can definitely attest to their unique and refreshing way of doing business.
UPDATE:
#nothappywithLexusAustin
SOooooo…update on after care. I have been waiting for the extra key and keyless entry, the wheel lock (heaven forbid I get a flat or misplace my key) and the vehicle manual. I have requested this at least 5 – 6 times over the phone and also dropped by. I keep getting told they are working on it I am completely dependent on the pre-​owned sales people to get this for me and so far, nothing. I can’t help but think they know I have moved out of town and are hoping I will forget about it. I have never bought a vehicle from a dealer that only came with one key… kinda messed up. It is beyond frustrating. I did have one issue with the speaker system and I took the car into the dealership as I have a dealer warranty. I have nothing but great things to say about that. They thoroughly checked the system and fixed it. I was provided a nice loaner and everyone I dealt with that day in service was going above and beyond to take care of the problem.
So, the removal of 2 stars in TOTALLY due to the after care provided by the pre-​owned sales office. It’s unfortunate because prior to this I really felt that it was the best dealer experience I have ever had.

One of the WORST sales depts. that I’ve dealt with! These clowns don’t know the value of customer service or keeping local Austin customers happy. They are more than happy to lose business to Houston/​Dallas/​SA Lexus dealerships… Why? Oh, simple. They have a monopoly in the small Austin market (both Lakeway and Austin owned by the same guy).
They won’t even come close to matching the discounts the other dealerships offer. DON’T waste time with these guys (unless you’re either stupid or have too much money to care about a $ 3k-​5k disc)
Amazing.

The dealership facility is plush, clean, and has great amenities. The staff is very friendly, if not always good about setting expectations for how long things will take. The loaner vehicles are convenient and a fun chance to check out features on newer Lexus.
All of those comforts, however, can’t overcome the lack of value. They’re *extremely* aggressive in their recommendations for pricey repairs and replacements. If you know enough to know where to say «no,» that might not be a huge issue, but it’s irksome. I’ve repeatedly had experiences where a repair was recommended for a non-​essential part (e.g. a pneumatic trunk support), only to have the replacement or repair fail within a week or two. The next set of repairs gets things back up to snuff, but the total cost was consistently astronomical.
I don’t have a good explanation for paying them so many thousands of dollars and repeating visits, but now that I’ve started to shop around, LoA’s prices are shockingly high. I’m tired feeling like I just set my money on fire. Time to move on.

This is car ownership as it should be! Purchased a new car from these people. Salesman Corbin Davenport was helpful, pleasant to work with, and very professional. The entire process, from negotiations to closing the deal to delivery of the car was smooth. No high pressure, no «hot box» negotiation techniques, and no waiting for hours for «paperwork» to be completed. I truly felt that my business was appreciated. This was pretty much the exact opposite of what I’ve experienced at other dealers.

Truly a horrible experience. Went in to purchase at the end of lease on a Saturday and go figure Lexus doesn’t have any financial service reps in on a Saturday. Not sure how you run a business that way but the disconnect between the actual dealership and Lexus Financial Services is unacceptable. On top of all this, the customer service was horrible and no one displayed any sense of urgency around us completing our purchase. We are buying a car from Lexus we expect a Lexus experience. A lot of sales reps standing around on a Saturday and no one is really hustling.
Pretty terrible representation of the Lexus brand IMO.

My husband and I were in the market for a pre-​owned vehicle and I was dreading walking into any used car lot let alone the Lexus dealership. I was expecting slimy high pressure sales tactics. What we experienced was the exact opposite. This was by far the most pleasurable car shopping experience (new or used) I have ever had. We worked with Travis Weyler. Perhaps it helped that we were in no hurry and we knew what we wanted and had already shopped around quite a bit. We wanted a post-​lease (around 25−35k miles) 2013 CT200H. This location had 2 units (a Premium Trim and an F Sport). I think it helps that we were shopping mid-​December so perhaps we had the advantage that the car was about to become a year older. Regardless we ended up with a great price on a Lexus Certified F Sport model vehicle in practically mint condition at a price that beat out anything we could have gotten elsewhere. Travis was really responsive and polite. Right after we walked in he let us test drive both units and didn’t hassle us when we wanted to leave the dealership instead of waiting for him to talk to his boss about price. He worked with us on the price over the phone that evening. No muss, no fuss. We went in the next morning and signed the deal. The finance dept. did their usual interest rate/​extended warranty pressure sell, but we were able to navigate that unscathed and got an amazing rate. I wouldn’t hesitate to buy a car from these folks again in the future. Very impressed.
Also, I have to echo what everyone else is saying about the service department. So fancy! I would have no problem sitting there reading for hours to wait for my car. Plush and wonderful snacks.

Love this dealership I’ve been coming here since 2014 when I got my new car and I’ve never had better treatment at any other brand of dealership I’ve bought cars from. This includes Cadillac and Mercedes. Let me tell you why.
First of all they have very awesome warranty prepaid plans so when you buy your vehicle you can pay for a discounted platinum warranty service that essential takes care of all your cars needs. This includes all my oil changes for 50 k miles tire and rim damage and paintless dent repair. Meaning I can just drop my car off tell them what the problem is or just get an oil change and not worry about paying afterwords. I know other places do similar warranties but not for 5 yrs 50k miles.
Second of all when you buy a Lexus at Stone Lake Lexus of Austin they give you complimentary car washes for as long as you own your car even when your warranty is over. I admit I used to bring my car once a week sometimes twice and they always do a great job. They are very courteous and always give my car back looking brand new. I wouldn’t take it anywhere else to get washed either way I’d rather do it myself if they didn’t offer this service.
Third reason this place is awesome is if you schedule an oil change or service ahead of time no matter how short or long the time frame is you can request a loner car at no extra charge. All you need is your insurance and drivers license to get this done. This is never offered at Cadillac BMW or Mercedes unless you are getting extensive work on your vehicle that takes more than a day otherwise they only offer a shuttle back to work or home. Meaning your screwed if you have to drive anywhere unless you have two cars. I had problems with this all the time with the gl 550 at Mercedes.
One thing that did bug me a tiny bit was that some of the salesmen won’t even talk to you unless you look like you have money or are supper old. I came in with a hat T shirt and shorts and was ignored and even smirked at a couple times. I finally got to talk to someone only after I called them on my phone while in the dealership and asked to speak to salesman. I bought a is 350 and out rite payed it all off the same day from an awesome salesman named Erick Johnson he no longer works there but I’ve also spoken with another salesman looking for my wife’s car named Brian who is very down to earth and helpful. I’d highly recommend speaking with Brian for a fare deal. Note to y’all «don’t judge a book by its cover.» Otherwise this won’t ruin the ratings I will give Lexus because every other aspect about this place is awesome.
Final side note and my favorite, this particular dealership has a free snack bar fully equipped to be equivalent to a tiny Starbucks. I get my free snack on every time I come!

The Austin Lexus service department is very accommodating. My service rep, Jamie K, is exceptional. This is my 3^rd Lexus purchase. The best Lexus service department ever.

We are looking for a car, drove in from Lakeway. Surrounded by thunderstorms. I say this, because the weather might be an indicator that we are not window shopping. Absolutely the worst sales experience in our car shopping adventure. Basic 101 sales not aherred to at all.

I have not been more impressed with a service department /​dealership as I was with Lexus of Austin.
1) so easy and accommodating when making an appointment
2) they were busy when I took my car in, however, the staffing model they run allowed for greeting upon arrival, personal introduction to Jimmy Ruedas, the person overseeing my service visit, and kept everything moving.
3) pricing was well defined
4) Jimmy checked-​in with me during the service to let me know how things were going; as well as full review after
5) the complimentary café… OMG — HANDS DOWN was the best! As much as I love Starbucks… the café at Lexus of Austin was even better!
5a) the two employees working the café, we’re so nice and they can literally make ANY coffee drink you desire! Plus there are breakfast muffins, crossiants, cookies, fruit… seriously, incredible
6) the employees at the cashier desk… were so nice!
7) the entire service facility is tech enabled (not just the free wi-​fi) with Apple and Microsoft products
7a) those with kiddos… there are several computers setup for your kids to checkout /​play games on /​etc.
8) when they wash your car after the service… it’s a hand wash inside and out (no, I’m not kidding)
9) all of the people I came into contact with… they were truly nice, and made me feel as if they sincerely appreciated the fact «I was there».
Incredible experience!

This review pertains to the service department. Unlike the sales department, to whom I gave a bronx cheer, the service department appears to do a top job. Here, I mean the setting up the appointment, quick service turnaround, provision of a loaner, that sort of thing. The service provided on the vehicle, the recommended factory maintenance, was technically simple and so not a challenge, as rebuilding a transmission or electrical system might be.
Neal Schumann was polite and professional, as were the sales ladies and the reception men when you arrive and leave. Get there early, however, as this place gets mobbed. I got there at 7am and everything went smoothly.

Other than the fact that my car has returned from a car wash after (or up to) 3 hours after I dropped it off, unclean, and even with new scratches that were not there before. I love this place! Their customer service is sometimes good. They have an awesome café which provides coffee, snacks, fresh baked goods, and even wifi. My gf’s and I joke about how we should have an outing there sometime! The facility is really clean and their restrooms smell like a piece of heaven. The baristas are sooooooo nice. If you call ahead and make an appointment you can just about get a loaner for any service that you want. I do not having too much down time so I ask for a loaner even for 2 – 3 hr jobs. The only thing you cannot ask for a loaner is the free car wash. By the way those are free every day of the week that they are open until 2PM so if you have a Lexus. help yourself! Also you do not have to have had the purchase of your vehicle at this location for this amenity so if you drive a Lexus then just pull right in and ask for one! If they take more than 2 hours to call your name on the wash. you should probably go up to the front desk and ask someone because they have mistakenly not called my name at least 5 times. This ended up being a disaster because I was there for over 3 hours waiting on my car to get washed. Be suspicious and go ask if your car is ready! They won’t make you feel bad about it hehe

I recently had my Certified Pre-​Owned 2011 RX 350 die while I was out running errands. I had no idea what the problem was and was very upset. I called Lexus Roadside Assistance, and within half an hour Tim from Lexus of Austin showed up and diagnosed me with a dead battery. He quickly and efficiently jumped the battery and I drove straight to the dealership to get it replaced.
Once at the dealership, I had some issues with the service reps, who kept trying to pass me off. After expressing my frustration and disappointment at the service I received, the manager (Eddy Cooke) was very helpful and resolved my complaints in a manner that exceeded my expectations. Because of his great service, I will continue getting my Lexus serviced at the dealership and taking advantage of the amazing waiting area and complimentary café.

Bought a 2010 MINI Cooper from Dean Royal last week. The overall experience of purchasing the car was worthy of a 5 star rating it itself. He is very friendly, professional, and is the exact opposite of the stereotypical «Pushy Sales guy.»
Fast forward to 5 days after the purchase. Car running phenomenal and have been asked by a few co-​workers if I decided to buy a new car instead…
Then this morning, go to start it up for work, and nothing… after looking at a few things and running diagnostics the culprit was a dead battery. Called Dean and his first response was «Are you in a safe place?» After explaining the situation he said he would talk to his service guy and would call me right back… Not 90 seconds later he called back and told me to get it replaced, bring in the receipt, and they would cut me a check.
If you are in the Austin area and are looking for a nice used car, I would recommend this dealership, Dean in particular, and you will not be disappointed… Obviously being a Lexus dealer they get lots of very nice cars (Seems like most of them are from high income individuals who buy a new car every 3 – 5 years), but the service far exceeded my other 2 car purchases. No doubt this will be my first stop in the future.

Exceptional customer services and a product quality beyond all others. The only reason for the 4 star rating is cost. Maintenance and repairs are quite expensive. I suppose you expect that with a luxury car, but it is just not necessary. I have owned 3 lexus cars, IS300, GS350, and IS350C. The buying experiences were all painless and customer service was always wonderful. If you’re in the market for a lexus, you will likely be very pleased with you experience here.

I did not ultimately purchase a car but still wanted to share my experience with a pre-​owned sales person.
I started my engagement with Lexus of Austin in a common fashion, via email. I quickly received a follow-​up email from the dealership and then a short time later, a call from a sales specialist. (Based on experiences with other dealers, I then expected a barrage of emails and calls from Lexus. Nope. Nothing even close.) I spoke with a sales person, Dean Royal, said I had to check my schedule and would call him back with availability. He said, «great, let me know what works for you.» I didn’t call him back for a few days and not once did Dean hound me to schedule an appointment. I was starting to be really impressed.
When I did meet with Dean, he honestly couldn’t have been nicer or more helpful. He wasn’t pushy, he wasn’t inquisitive of my time frame, he didn’t push for their financing. Nothing of the sorts. He was just kind and patient.
Fast forward a few days and I had committed to buying a vehicle. But after a night of further reflection, I realized I was financially overly extending myself and never should have said «yes» so readily. I felt absolutely horrible when I called Dean the next morning. I felt foolish for the mistake and even more than that, I felt awful for wasting his time. I left him a message expressing as much with apologies sprinkled throughout.
Even though Dean had been a complete gentlemen up to this point, when he called back, I still expected (and deserved) a certain bit of anger and frustration. But I got the exact opposite. He told me to not worry about it, it happens, he was there to help and would do whatever was best for me.
As I mentioned, I ultimately decided to bump-​the-​brakes on a car purchase. But when I am ready, I would absolutely purchase a car from this man. I will tell everyone I know +Yelpers, to purchase a car from him. I still feel terrible for wasting this man’s time but I’m also honored to have crossed paths with such solid human being.

Color me unimpressed with the Lexus of Austin service department.
I made an appointment and brought my car in for service 15 minutes ahead of schedule. I then had to wait an hour and forty five minutes. It’s important to note that I was NOT waiting for them to repair it. I was dropping my car off, signing the paperwork, getting in a loaner and leaving. Under ideal circumstances, this could have taken less than 5 minutes.
Now I understand that I was not a paying customer (I brought it in for a few recall fixes) so I’m sure I got bumped to the back of the line. Still, the only reason it didn’t take even longer was because I went to the front desk and complained… twice.
I had asked them to inspect the undercarriage, and instead they put me down for a 90,000 mile service. If I hadn’t caught it on the paperwork, they would have charged me. Then, during the recall repairs, they broke my radiator. That part I’m not even upset about. I turn wrenches all the time, and I understand that stuff (especially brittle plastic) breaks occasionally.
On the upside, the waiting room is newly remodeled, wi-​fi, free drinks, blah blah blah blah. But the almost two hour wait was ridiculous.

Well, if you drive a Lexus, then you know… the car is awesome.
As far as the dealership, in my opinion and previous experience in car sales and overall sales in my career history, I strongly believe that you have to believe in what you sell or buy into. At Lexus of Austin, you buy the car and you get a relationship with it.
The people of Lexus of Austin, make the dealership what it is, an experience. I love Lexus vehicles, I have been fortunate to own four so far, but I truly think that when you bring your car in for service, whatever it may be for, you should be able to trust those who take your metal baby on four wheels, the one that keeps you and who ever travels with you, safe. Security is what I feel in my Lexus, the way it handles, how it’s made but deeper than that: when I go for a scheduled service or pop in with a random question, I am not going to get taken advantage of or leave upset about my experience. Plus, its a good way to catch a cup of coffee from the high end coffee shop/​café; just when its that time of day you’re craving caffeine.
I can tell you, Randy Hoff, whom is no ordinary salesman, he’s ranked as one of the top ten best for all of Lexus. With that, he has brought several members of my family into the Lexus family and has gone above and beyond any car salesmen you could ever meet. For over twenty years he’s been solely in the Lexus industry with his background as a service manager. Take note that it’s important if you want your salesperson to know specifics about whats under the hood and reliability.
Buying into Lexus with Randy was flawless which is not usual when purchasing a car, I say that because he honored the price I worked out with him, he communicated with me throughout the process and was genuinely a pleasure, professional and knew his stuff. I make it a point to say hello when I have a few extra minutes because he is just a great guy.
The finance people are very nice as well, I believe it was Steve who went over everything so patiently as we wanted to be sure everything was in place, he made us feel like he had all the time in the world to just make sure we were buying into something with security and ease.
As for service, when you pull up, you are almost immediately greeted by one of many valet guys (Kenny is my favorite, he always makes me laugh), I have come to know a few and overtime it is a welcoming feeling to be greeted by people who know you and are happy to see you. They are always so helpful with transferring things from one car to the next when I get a loaner, which is always a nice, new shiny Lexus with plenty of gas in the tank. It may not sound like big deal but I’ve been a previous customer at a Volvo dealership in Austin and it was weird how every time I had a loaner it never had more than a quarter tank of gas. Who’s got time for that?
My favorite service advisor is Clayton Lee, he is so sweet and honestly just a good guy. I can say that each time I can put my trust with him that when I bring in either of my Lexus’ I know he will do whatever it takes to get those cars what they need and have me leave a happy customer. I think its also nice to just be able to talk to someone about your car concerns whether it be a scratch on a seat or with my bad luck, two hit and runs in two months, Clayton has been there to understand my frustrations and take the stress off by making sure my experience is smooth with communication throughout the way, organization and working with my schedule.
If you haven’t been to this dealership yet, you haven’t seen anything like it. Stop in for complementary organic coffee, Italian sodas, juices, fresh cookies, muffins, snacks, fruits. Theres plenty of space to sit or even let you little ones play on the Mac’s at their kid center or catch up with some emails in their private computer area. On a side note, even the restrooms are spotless, upgraded and don’t feel at all like a public restroom.
The gift shop is an exceptional touch, high end gifts that you can’t find anywhere else, hand made seasonal items, baby items, beautiful authentic jewelry and purses, too much to list but you can definitely find something to your liking.
I must add, they have an LFX, its over $ 250,000 for this bad boy sport car, one of only a limited edition of I believe 500 ever made, displayed on their showroom floor, its a sweet ride that will make you wish you played the Lotto more or paid better attention in school.
The showroom is bright, open, beautifully designed and simplistic. All the right touches, the right people in place, an exceptional vehicle held to the highest standards, all to give you a feel that Lexus is a brand that is luxury and if you are fortunate to take one home, you know its a car you will happily own for many years to come.
Lexus of Austin gets my vote for awesomeness.