The Lexus Service Department at Lexus of Royal Oak receives mixed reviews from customers. Many highlight positive experiences, describing the staff as amazing, friendly, and professional. The service process is often noted as smooth, convenient, and wonderful, with specific appreciation for the complimentary amenities. These include a coffee bar with a barista, pastries, and access to a salon for manicures or pedicures. Customers also mention that their vehicle is returned nice and clean, with staff detailing the work completed. However, several critical points are consistently raised. Some customers feel the service desk staff can become offended by complaints and that there is nobody to talk to honestly about vehicle issues. A recurring concern is a perception of "sketchy upselling," with recommendations seen as padding the bottom line for non-essential fixes. Specific criticisms include a charge for loaner vehicles and for gas, which other dealerships do not apply. The complimentary interior cleaning is described as mediocre, with areas sometimes missed. Some customers express distrust, believing the dealership suggests unnecessary repairs, and a few recommend using the certified Toyota dealership across the street for similar service at a lower price, despite the loss of amenities.
We recently had our side mirror replaced. The staff in Service and Parts were amazing. They found a matching mirror, which we thought was impossible, but they did it. The professional manor in which we were treated was outstanding. Everything went so smoothly. We highly recommend Lexus of Royal to everyone.
August 2024
10 stars for Kassandra and the rest of the team! Came in @7:20am Friday without having an appointment, she accommodated us the best that she could even though there was a huge lineup for the service. Thank you so much.Excellent service and friendly staff😊
March 2023
Had my vehicle serviced here recently and the process was so smooth and wonderful. The hospitality while waiting for my vehicle was fantastic: hot coffee and pastry -- and the spa! Nozomi was so kind and appreciated her relaxing service so much. Thank-You so much.
