Performance Lexus RiverCenter

As a first time buyer of Lexus I purchased a L/​Certified 2015 ES300h on Thursday, February 11^th. I returned the morning of February 12^th to have the car properly detailed because it was not done thoroughly the first time. Overall, my experience with Performance Lexus Rivercenter was mediocre. I understand things happen, and having worked in the customer service industry I tried to be polite and courteous through the entire process, but moving forward I think I may consider taking my business to the Performance Lexus in West Chester.
Pros: The entire space is beautiful and clean. The cars look like they are well cared for. Several associates greeted me with a smile in passing. Brenda (the concierge) is always incredibly helpful. The cookies are delicious. My car is a dream come true — the hybrid has surpassed all my expectations and I know this car will enhance my time on the road tenfold over my old car. Wesley (the technology specialist) took the time to explain to me all the bells and whistles features, which was nice because it felt like other associates wanted me in and out since I paid completely upfront and they weren’t going to make money on me because I wasn’t financing. The suggestions Wesley made improved my driving experience dramatically.
Cons: There is a confusing change to the new L/​Certified warranty policy. No booklets are available so I had to ask for written verification of what is included in the CPO warranty after the factory warranty expires. It was difficult to get a straight, concise answer. I had to return to the dealership because when I drove away the first time, after examining the interior in the sunlight there was a thin layer of dust on the dashboard and the glove department and interior on the two front doors had dirt smudges (I have photographs with a time stamp attached to prove it wasn’t me). When I returned immediately the next day I was told it would take twenty minutes to be detailed and it wound up taking over an hour. The service associates seemed less than pleased that I didn’t have an appointment, even though I told Nikki (the internet sales manager and who I purchased the car from) well in advance I would be returning to have the car detailed and I received an e-​mail confirmation from her that it wouldn’t be a problem. I felt like I was a nuisance for having returned, even though it obviously wasn’t my fault. I also learned they had misplaced my second set of keys (two sets of keys are guaranteed) so they have to order the second pair. No big deal, except that now I have to return a third time to have the key programmed when it arrives. Nikki said they could have someone come to where I work to pick up my car to have they key programmed, which is a nice service, but are they going to reimburse me for the fuel it takes to drive my car from Sharonville, OH to Covington and back? Also that means a complete stranger will be driving my car…
In summary, there were a lot of little details that made me feel like I wasn’t valued as a customer. No one was outright rude to my face, and Nikki was kind and apologetic, but I felt rushed and like I was inconveniencing them for something they should have done correctly the first time. It seems like communication among departments (sales, service, etc.) is very poor. I also felt that because I am young they took advantage of me being nice and being a little naïve since I was a first time buyer. My Mom has purchased two Lexus cars from Rivercenter over the years, which is why I went to Rivercenter, but she is now also thinking about buying her third car this August from Performance Lexus in West Chester. I give Rivercenter three stars because when all is said and done, it truly was «okay». Brenda and the «wow» factor of the car even out my other less than pleasant experiences. If a manager is interested, I would be open to having a conversation over the phone to discuss what happened in more detail.

We recently purchased a RX350 from Phil Booth at River Center. His professionalism and product knowledge were excellent. The delivery experience and Phil’s ability to explain many of the bells and whistles on the vehicle exceeded my expectations. He truly cares about making your buying experience memorable.

I’ve always had a positive experience at Lexus RiverCenter. They’re really focused on a positive customer experience — from purchasing and servicing a car, and everything in between. Lexus gives complimentary car washes no matter where you’ve bought it, and the waits are reasonable depending on how busy they are. I had my car washed there today. They told me it would take about 30 – 40 minutes. I was out in 25 minutes. Their waiting room is not a cold place with vinyl tiles, vinyl plastic seats, etc rather it is a warm, inviting lounge with leather couches, warm lighting, a self-​serve bar where you can have your choice of coffee, cookies, snacks and soda. They have a separate kiddie room with their own TV and kiddie chairs. I’m sure other luxury dealerships focus on these things as well but thought I’d share my Lexus RiverCenter experience

I had a great experience with purchasing a Lexus IS 250 from Lexus RiverCenter a few months ago so I was happy to make the hour drive from my home to have my car serviced at this dealership as well.
They continue to exceed my expectations. Alyssa in the service department was extremely friendly and helpful, making sure I understood everything that was happening before, during, and after my vehicle was serviced. The customer waiting lounge was comfortable and accommodating; it felt like my wait time flew by and the next thing I knew Alyssa was letting me know my vehicle was ready. Great job, Lexus RiverCenter Team. I can now confidently recommend both your sales and service departments.

We have leased three cars from River Center Lexus. Dave Ritchie our sales associate was great to deal with. Furthermore our interaction over the years with the Dealership GM — Lisa Bernstein has been very good. Bottom line, River Center is a quality dealership, as one would expect from Lexus; they make buying or leasing a car a more pleasurable experience.

Recently, I decided to get a new Lexus GS350. I ended up finding exactly the car that I was looking for with the help of an awesome salesman at Lexus Rivercenter named Mark Suchanek. It was dumb luck to stumble into such a great buying experience after having been disappointed with the local Columbus, OH dealership from which I had purchased my previous two Lexus cars.
As a third time buyer of Lexus, I continue to be impressed by comfort, value and reliability. They are GREAT cars. To have an excellent buying experience on top of that was just bonus. I drove almost two hours out of town to buy this car from Lexus Rivercenter — primarily due to the outstanding support and responsiveness Mark showed in helping me to find the car I was looking for. All the while, he was patient, responsive, detail-​oriented, and fair.
I would VERY HIGHLY recommend Lexus Rivercenter if you live in the area and are in the market for a Lexus. They were fair, honest and sincere — not the easiest thing to find from car dealerships. They truly recognize the value of a satisfied customer and make a good faith effort to earn your business with more than lip service about that.
Give them a shot. Ask for Mark!

Working with Paul at Lexus was a great experience. I have purchased 2 Lexus from Paul and I’ll keep going back. He is easy to reach, direct and honest. He got me the exact car I wanted, color and all! I love my Lexus, the quality, value and service are second to none! Thanks Paul and Lexus RiverCenter! Amy B.