Lexus of Towson

Very good customer service, traded my car in for an RX 350, 2015 model, the manager was great, got me a great offer and Cassidy Drummond was a great sales person who was the best sales person I have met. I recomend him to anyone who wants a good deal.

Just bought a CPO Lexus from Steve on Friday and it couldn’t have gone smoother. He was friendly, knowledgeable and worked with me to get the best price. Love my new car!

LIARS!!! Simply put they will tell you a price to get you in the door and then try to add on fee’s when you show up. This is not a way to treat people!!! Then they laugh at you insinuating that you should have know that the delivery costs were not included. I asked to speak with a manager and was told it was his day off!

On May 22, 2015 I took my Lexus RX 350 into the Towson dealership for the 15,000 miles service. As I was pulling into the service center the garage door fell onto the middle of my roof denting it and scratched the roof rack for 1 – 2 feet. The door did not retract when BOTH of the sensors were triggered, one on a large pad outside the door and a beam right inside the door. As if this was not bad enough, the way I was treated during the incident and even now over a month later is surprising, shameful and outrageous. No one asked me how I was doing or checked to see if I was alright. Instead they shouted that I had broken the 800 lb door that had just slammed into my roof! Not the front of the hood but the middle of my roof! The large garage door stayed down on my roof scraping it for several feet until I reacted and put on the brakes. The entrance to the dealership’s service center is at a right angle which prevents anyone from exceeding 5 – 10 miles per hour so speed was not a factor. Either way I was humiliated by the staff repeatedly and intimidated by the service manager who hinted that I may be responsible for the repair of their garage door. He also kept mentioning a camera that would show that I was at fault. When asked if we could see the camera footage at a later time, the service manager claimed the «eye ball» camera only showed a downward image. He also explained that it is used to make sure they are not responsible for damage on cars that are coming into the garage for service that is not their fault. Does that make sense or are they only interested in the tops of the cars. Sadly enough when my husband showed up the service manager had a whole different story stating that they had not actually checked the camera. I am pretty sure they did check them and that their «eyeball» camera that views 360 degrees showed they were at fault. My insurance company has called and sent a certified letter to the general manager who has not returned their calls. This leads me to believe there is more to this issue. The car is a lease and I am sure the dealer could fix it for less than $ 500 and I made this suggestion to the service manager who cryptically replied that it was a legal issue. Than in the next breath, after viewing the damage to my leased Lexus, said that some of it would probably fall under normal wear and tear since it was on the luggage racks. I guess losing a long time customer is not important to Lexus of Towson. Neither is treating people with respect and women with dignity. So disappointed with their behavior.

I called at 9 am to ask for an oil change. The lady said they had an opening at 930 am. I came by 930 and they took my car in by 945. I have been waiting since. It is currently 1108 am. How long does an oil change take? And they raised the price of an oil change. And it is $ 90. They had some free muffins and coffee in the waiting room at least.
Update: got my car 1120 and paid $ 80
Update 2: just saw my car had been running for a solid 20 min before i even got my car why??? Back to 2 stars

I recently purchased a 2015 IS from Lexus of Towson and received a great deal, much thanks to their sales team and sales manager (Dane S.), who were professional, friendly and simply made my purchase such a pleasant experience. Really appreciate Dane for going above and beyond to help me with my requests. I highly recommend this dealership to my family, friends, and colleagues. Will definitely return again for my next Lexus!!!

Just bought a new truck a few days ago and the overall experience was great. I hate dealerships and the time you have to «put in» but it was fast and easy. Worked with Demi who was straight forward, friendly, knowledgable, and was able to put me at ease on the all concerns I had with my new purchase.

I made an appointment for an oil change and to get a new key. After about an hour, someone came out and told me that they didn’t have any keys. What? Its not like I walked in off the street, I had an appointment, so why didn’t they make sure they would have what they needed? Very frustrating. So they had to order a key and they actually charged me on the spot for it. They said they couldn’t order it without me paying up front for it. So now I have to come back another time to get the key. And to top it off, the oil change took two hours (and cost $ 105). Unbelievable. Not very impressed with the service here.

BE CAREFUL. THIS DEALER LISTS CARS AS CERTIFIED, BUT THE PRICE NEXT TO THE LISTING IS NOT FOR A CERTIFIED CAR. THEY ADD AN ADDITIONAL $ 1000 FOR CERTIFICATION FEE.
My overall experience was not pleasant. I bought the car just because my family liked the car and I could not find another one with that color combination within 80 miles radius. Besides, I sold my car the weekend before and we needed another car.
The car I bought was listed on the Internet (Lexus Pre-​Owned Site and the Dealership site) for $ 40,000 certified. I called in the morning and we negotiated to $ 38,500. I provide my information and they ran credit and etc. When I arrived, I saw them adding $ 300 dealer processing and $ 1000 certification fee to the price. I understand and agree with the dealership’s processing fee, but I could not understand the $ 1000 certification fee. The used car sales manager (Josh I think), who is the rudest individual I have met in my life, told me that the Internet price and what we negotiated did not include the Lexus certification. I could buy the car without the certification and not pay the $ 1000. I called other dealerships and they said that their online price includes the certifications. I manager, knowing that I traveled 80 miles, told me that I don’t have to buy the car and this is the way they do it.
Another thing that really ticked me off was the manager’s unwillingness to fix things with the car. The front bumper had a scratch and I wanted that fixed. He said that with that price, he has no room to fix that. He sold me the car pretty much at the asking price. I told him how much it would cost to fix the bumper. He was unwilling to move from his spot to go and check. He just said that he doesn’t know and he can’t find out.
He basically told me that I am not an important customer to him and that he doesn’t care if I buy or not. I bought the car because I liked it, but I told him that I write a review about him and his practice of listing cars as certified and then adding the $ 1000 certification fee when he is closing the deal. He acted that he doesn’t care. Either he owns the dealership and feels untouchable for he lacks basic sales person or even human interaction skills. Read few more comments here on Unilocal.I am not the only one complaining about the manager.
I really enjoyed the business manager (finance guy) I dealt with. The sales guys tried to make me happy, although I think he should have told me if they were planning to add another $ 1000 to the price.

Took forever to get an oil change, even with an appointment in the middle of the afternoon. However, the oil change here was $ 30 cheaper than the oil change that I got at Lexus of Silver Spring. Complimentary car wash for anyone getting their car serviced.

Went in primarily to look at the GS in person after looking at them on line. I was initially drawn to the GS because it was a rear wheel drive and all my previous cars had been front wheel. However, after speaking with my sales rep Cassidy I had a change of heart. He took the time to investigate my real needs and to his suggestion I decided to look at the less expensive ES model initially due to the increased rear leg room. I need a larger back seat so that my client’s are comfortable and that is more important than my desire to drive a rear wheel drive. The ride was comfortable, quiet and exactly what I was looking for. Cassidy Drummon and Courtney Gue found an out of state dealer who had the model with the colors and features I wanted and had the car shipped in right away. Needless to say that I have had my ES 350 for a little over a year now and I couldn’t be more pleased. I drive a lot almost 3,000 miles every month so I have also visited the service department about 6 times. My service advisor Bill Mortimor has a loaner waiting for me and always gets me in and out quickly without hassle. Can’t say enough good things.

After purchasing my 2004 ES330, I brought it in for the 95k service and to have the car inspected, asking the service advisor to let me know if anything on the car needed immediate attention. Was told the car was in great shape, the brakes would be due to be serviced at some point in the future, and there were a couple items due to be replaced at the next service interval.
I brought my car back for the next scheduled maintenance only to be told that the oil pan threads were stripped and I would need to pay $ 550 to replace the oil pan. Service Advisor Bill Mortimer and Service department head James Dick blame this on an aftermarket drain plug, one which was evidently not a problem when my oil was changed by them at 95k, and refused to do anything more than discount my service by 10%, even though it’s obvious that the threads were stripped due to human error at the 95k oil change, done by them.
Extremely dissatisfied with the service, and the attitude from James Dick. Will not be giving them any more of my business.

Identified couple of cars online yesterday, worked directly with Josh (used car sales manager) to agree on price, we made the deal on phone within an hour, flew to Baltimore airport from Raleigh on the next flight on Southwest flight the same day, they picked me from the airport at 3 PM, and drove back the car last night. George was the assigned sales person.
Overall great experience, they held the car for me and honored the deal that we worked out.
would recommend Josh and George anytime.

I emailed the sales manager Shane an offer for a certified pre-​owned car. It took 2 days before an associate called me back to discuss and tell me what they wanted for the car (it wasn’t Shane who called). I let them know they were very overpriced on the car to begin with and sent them several examples of Lexus dealers that had similar cars with lower mileage for $ 3,000 less. I countered their offer and told them what I wanted to pay. Now it’s been 4 days and they never got back to me. This is the worst service I’ve ever had to deal with when trying to purchase a car and give you my money. This is not what you would expect from a Lexus dealer. If you want to reject my offer, that’s fine. But at least have the courtesy to respond to me.
I emailed a different dealer about a car asking for more photos, and within 10 minutes I had 50 photos in my email. That’s what I would expect from a Lexus dealer.

I didn’t purchase a car, so i can’t tell how it goes, but the environment is pretty neato. The staff are definitely well trained.

I bought my RX350 in 2010. Overall a very pleasant experience dealing with the sales person (I think his name was Dan). Very professional and addressed all of my questions and requests via phone and in person with diligence. Its been 4 years now and the sales person still sends me goodies and checks if everything is fine with my vehicle. True customer service and satisfaction guaranteed with this dealership.
My only concern on the day of my purchase was from the financial manager. She offered a higher APR compared to what others offered and when asked to assist, she challenged I cannot find a better deal elsewhere :) I did not let it go and checked with her if she will do a match if I found a better deal, she promptly agreed. A day later, I had found a much better APR, 1.7% less than what was quoted. They readily agreed and revised my APR with Lexus.
Will definitely recommend for true salesmanship and customer service from this dealership. Do your homework on the APR.

I brought our Lexus LS460 in for a scheduled minor service (oil change, new battery, tire rotation). Scott Johnson, our Service Mgr, had the service loaner ready and assisted with transferring the munchkins (wife got a break that day).
Scott called us when the work was completed (on time).
But it doesn’t end there. When I got home I found the quality inspection form (useful measurements — break, tire tread, etc.) missing and a few loose plastic engine shroud fasteners. Scott took his own time and drove over to my house to drop off a duplicate form and bring some new fasteners (showed me how to connect).
Scott really went the extra mile for me and made the customer service experience pleasant and painless. Thanks!

I used to trust Lexus of Towson. They built up a lot of goodwill over the years. Then I got the technician’s comments that my «aftermarket drain plug is at risk for leaking,» the drain plug they installed 6 months ago.
Either they’re using substandard parts, or they’re fishing for business. Completely inexcusable.
They’ve also started handing out inspection reports with each car. My service adviser told me about my wipers needing replaced, and my transmission fluid being dirty (both things I may have had them pay for if he’d offered the services).
The inspection report describes a vehicle unsafe to drive, with issues Lexus has never before mentioned. I want to know what’s wrong with my car, but I want to have an opportunity to ask questions about it, not be given a report saying I have a transmission leak as I leave the shop.
I really love the? next to CV boots. Are they not sure if I have CV boots? Or just not sure if I need them replaced? Am I supposed to know what that means?

Attempted to buy a used car here long distance. Did everything I understand you’re supposed to do, gave them a $ 1000 deposit, negotiated a deal, had my financing pre-​arranged and in place, and offered to execute paperwork via email. Spent a lot of time and effort getting arrangements in place and having the car mechanically checked out, only to have them tell me they were going to sell it to someone else who was able to get there in person before me because they had an obligation to sell it to the person who could take physical delivery first. Anyone ever heard of such a thing? I have not.
While I ultimately didn’t lose any money, I lost a lot of my time and passed on another car because I understood we had a deal. I understand that they don’t want to lose a sale, but I had completely committed. They might be fine if you’re local, but I’d look elsewhere if you’re not.

I will share with you an email I wrote to the new car sales manager, Paul Longaker. I’m not sure what all the negative reviews are about, I’ve bought several vehicles from this dealership in the last few years and will continue to do so, their service is stellar.
Dear Mr. Longaker
I wanted to take the time to let you know what a great sales experience we had at Lexus of Towson again with both John Butler and Josh Katz. My wife’s HS250 was coming off lease and we leased a new 2013 GS350 AWD. Working with both Josh and John is a true pleasure; both of them provide world class customer service and go above and beyond to ensure we are taken care of. It is a very comforting feeling to know you will be taken care of when you walk into a car dealership. I have not experienced such a superior level of customer service anywhere else like I have at Lexus of Towson — John and Josh are true assets to the dealership. I look forward to several more years of doing business with Lexus of Towson and hopefully John and Josh as well.
Sincerely,
Brian & Nichole Johnson