Lexus of Pembroke Pines Service

Sarah J.C

★☆☆☆☆

a year ago

Horrible dealership with awful customer service. There was absolutely no communication from this collision center. Why do we have to hound you guys via phone and email just to get an update on a car that has minor damages? Why did it take having to get our insurance company involved for the car to finally be ready for pick up? Why is the car more damaged than when we brought it to in? You lied multiple times about what was and wasn't covered under insurance. Ghosted us completely and refused to respond to we got insurance involved again. Horrible company and horrible management. Roy needs to find a new job.

Eric Shackelford

★☆☆☆☆

10 months ago

Service advisor Andre Rust , is the worst service advisor ever. Never get back too you about anything. Had appointment at 8:30. I got there at 7:30 , 9 o’clock n he still hadn’t seen me. I asked a porter what was going on. Andre gave him my ticket n said he’s busy. I’m sitting there watching him do nothing n take all the ladies in that he apparently knows.

Laura Class

★☆☆☆☆

2 years ago

It takes over 4 hours for an Oil Change at Lexus Pines. I took the car there because is closer to home instead of taking it to Aventura, wow, what a mistake. They dont have Loaners, they dont have transportacion,. They told me the wait was less than 1.5hrs and I waited for over 4hrs. I tried to get the car from them at 2hrs in and they told me there where about to finish so I kept waiting. Eventually I walked to the cafeteria after 4 hrs and I realized, my car was ready for about an hour but no one told me, they forgot. For the next oilchange, went back to aventura, in less than 1hr I was out. Lesson learned

Jon Kelley

★☆☆☆☆

7 months ago

Lexus makes very dependable cars (Respect) but if the Lexus Service department will not even answer their phone then i'll ask whats the point buying a lexus? Oh and you have not lived until you tried their online scheduling service - what an exercise in futility!

Max Pankov

★☆☆☆☆

5 months ago

Called Lexus and scheduled an appointment to buy a Lexus ES. They told me three cars in stock available for test drive. When I got there, it turned out none of them were actually in stock. They started making up excuses and trying to push me into buying a different car. I strongly don’t recommend this dealership.

Patrice Brookins

★☆☆☆☆

9 months ago

I had an appointment for 10:00 am on Sunday, June 8th. Arrived @9:55 am. There were about 7 cars already in line ahead of me. At 10:15 am NO ONE addressed any of the customers sitting in their cars. So, at 10:20 am I got out my car and spoke to a man (Jeff). He was extremely dismissive. About 5 minutes later a young man came to my car and in broken English asked for my name, phone number, and wanted to know if I had an appointment. I provided him with the answers and proceeded to ask him a question. However, he was unable to provide me with an answer because he didn’t speak English. A tall slim young man was able to intervene. It was another 10-15 minutes before he took a video of my car. Jeremy was suppose to be my service advisor. But he wasn’t at work on Sunday. Melissa was the advisor that took care of me. I told her about my initial experience. She was very pleasant and apologize for the dismissive interaction that Jeff showed me and for not being able to communicate with the other young man. My 35k miles check up received excellent service… however, I did NOT receive excellent service from the first 2 people I came in contact with. I have leased and purchased several cars from Lexus of Pembroke Pines and ALWAYS have my car serviced there as well. And I have never been treated so dismissive before. Please speak to Jeff and the other young man about the importance of customer service.

William Pena

★★★★★

10 months ago

Francisco in the service department is amazing. He’s very knowledgeable, professional, welcoming, he makes you feel at home. He is an asset to Lexus of Pembroke Pines and I know for a fact they’re happy to have him as part of their family. I’ll definitely recommend anyone to him. Thanks Francisco for being awesome!

Anthony Diaz

★★★★★

6 months ago

Great service. Super attentive. Andre was phenomenal. Kept me updated and made the whole process easy for my car maintenance. Will definitely go again!

McCoy Nicole

★★★★★

4 years ago

My Service Adjuster was Rodney! When I arrived for my appointment he was professional and ensured all of my concerns were met before leaving the dealership! Awesome customer service, I will definitely be asking for him when I return for any vehicle maintenance! The wait time provided was on point and within the timeframe provided. The dealership was also comfortable and clean while I waited.

Olga Campo

★☆☆☆☆

a year ago

This has been my 4th disappointing experience at Lexus of Pembroke Pines Service. From a company that built the 5 S model of service and set a standard in excellence, this department is a cry for help. Scroll down and read all the reviews for the service department. ITS HORRIBLE!!! Appointment times aren’t honored and you know the worst thing. I purchased my new UX with a defective handle bar and took it in to repair, it took 2 months and a call from me to see when someone was going to setup the appointment or if the part came in and guess what no one ever ordered it.Since you guys don’t honor appointment times and you never have loners available. I just stop making appointments. I would come and drop off the car and call you back to see when it was ready and take an Uber 18 miles to you to pick up. However today I came with the same intention and i was told by Jimmy i believe who is the supervisor on duty that they only take appointments on Sunday and no walk in’s allowed. I said it would have been nice to have seen that online so i wouldn’t have driven 18 miles here. I also called the day before to ask and no one said anything to me. He didn’t apologize he just said no exceptions even after i briefly explained the hell I’ve been through with service. He couldn’t care less. I asked for the managers card he very acted very aloof and handed it over. So now i parked and made an 8am appointment tomorrow. I was told on your app to call to get a loner and that’s what I did. I had to laugh because crying isn’t going to help. You have no loners till September 5. So i asked if they have an Uber service so i can make it to work on time. I was told i would have to get an advisor to call me tomorrow. How is that supposed to work when i need to be at work at 9 and my appointment is at 8am. I gave my name and number and i honestly don’t expect a call back because you guys haven’t honored one service level agreement you promised when your sales person sold me that car. For example, loners will be provided for you. Appointment times are honored and the most important we will always provide excellent care to your car. The excellent care is very funny. Because every time i drop Of my car i kindly ask to not disconnect my cars camera due to the reconnection issues i face after and its done every single time. All i get afterwards is “sorry about that” that’s not good enough. So i don’t expect a call back or even a reply and even if by a slim chance I do get a reply from Lynn the customer relations manager i doubt any change would take place in this department. If you are expecting better reviews you need to hire customer service centered supervisors and managers because your team members are nice but they only do as followed. So if the manager is absent and the supervisors are aloof. Your staff will also follow suit. Furthermore if my review will not instill any help to change the operations for the service department. Then I will use the tool of customer reviews to tell everyone this DONT BUY THE MAINTENANCE PACKAGE HERE THE SERVICE DEPARTMENT IS HORRIBLE. Maybe if revenues are affected it will foster some change and if it does foster change I will be back to write something good, hopefully!

Lisi Forte

★☆☆☆☆

6 months ago

I am very disappointed with the service department. I left my car there on Saturday, and today is Thursday, yet I still have not heard back from my advisor. I had to call in myself today and spoke to someone who told me they would check with my technician and call me back in 10 minutes. It is now 6:36 PM, and I still haven’t received a call. This is the second time I’ve taken my car in for the same issue, and the lack of communication and follow-through is extremely frustrating. A service department should keep its customers updated and resolve ongoing problems more effectively.

Contecino Stewart

★★★★★

4 months ago

Great service! Spoke to Jose Camara( service manager) he was very, very helpful and very informative as to the immediate services that's required on the car. Will always be taking our car to Lexus of Pembroke Pines. Thank you very much Jose.

Caroline Lorenzo

★☆☆☆☆

a year ago

Scheduled my service with manager Jose Amaro for an oil change and premium detailed wash on Wednesday at 7:30 AM with an appointment. I was told by the manager that the Premium Detail Wash would included the following: - Hand wash and drying of the vehicle - Polish and wax application - Shampooing of the carpets, seats, and floor mats and conditioning - Detailed dash, console, and air vents cleaning - Cleaning of the heels, tires, and wheel wells - Wax Five days later, my car was ready. Please refer to the pictures for just a few examples of the condition of how my car was received. It is evident that I was charged over $159 for a machine car wash and the quickest passing of wax possible. My seatbelt was covered in someone’s beverage. My side view mirror had scratches that I was able to take off. The door handles still had dirt. Obvious food was left on the sides of my car seats. The tires had barely been touched. Wheel wells were covered in dirt. OBVIOUS that the dash, console, and air vents were not even touched as there was dirt and dust everywhere. Steering wheel was sticky. Please refer to the pictures & videos for evidence. Earlier this year I had an experience with a service advisory who tried to sell me into $900+ worth of what he said were “necessary” repairs. When I asked him to speak with my father and walk him through these “necessary” repairs, he quickly changed his statement and said they were recommended and not necessary. It was evident that he was trying to take advantage of me and, therefore, I asked my father to join me this time to review what had been done. The service advisor was incredibly rude to my father who was highlighting the issues noted above, making comments such as stop pointing and rudely cutting him off mid sentence. I did not receive a refund for the lack of service provided. Instead, the only thing I was offered was a free detailed wash FOR THE FUTURE. I don’t know who would want to come back for another service after the experience that I had. My family and I have had six Lexus’ vehicles and have been coming to Lexus of Pembroke Pines since 2003. Our previous advisor was John Stiegel (who unfortunately no longer works for the company). He was a super-star advisor. It was a pleasure to do business with him and for those reasons my family and I were loyal customers Lexus of Pembroke Pines Service. I cannot thank him enough for the years of quality service. This service center is no longer a quality service shop. Be very careful reading old reviews as it is evident management and the service team is no longer of the same quality.

Brian Fitzpatrick

★☆☆☆☆

4 months ago

I don’t normally write reviews, but after years of using this Lexus service department, the experience has become too frustrating not to mention. Communication is consistently terrible. Calling the dealership is almost pointless—if you’re lucky enough to reach an operator, you’ll still get transferred to a voicemail box. The online appointment system isn’t much better and often feels broken. What’s surprising is that this location has a very high overall rating with a huge number of reviews. Based on my experiences, I can only assume they ran some kind of campaign at some point to get people to leave feedback, because it doesn’t match the day-to-day reality I’ve consistently seen. Once your car is actually there, the time management is just as bad. On my most recent visit it took 40 minutes just to review which services I needed, and pickup is always a slow, disorganized process. You have to walk between buildings, and after bringing your paperwork from the cashier, it’s routinely another 30 minutes before the car is brought out. In total, I usually waste over an hour just waiting for paperwork and handoffs. For a dealership that positions itself as a luxury experience—and charges luxury-level prices—this is unacceptable. I’ve been coming here for years and will continue only because they’re the closest Lexus dealer, but I truly hope they address these ongoing service issues.

Krystal O

★★★★★

9 months ago

I called requesting service which they said was not available, however, the person on the line was kind enough and willing to provide me a local trusted shop, which turned out to be a great option. Very happy with the service provide provided here. I’ve also taken my car here for work and they did a great job replacing my dash and with the tuneup my vehicle needed. I’ll be back for any other needs related to my vehicle. I’m including a picture of what it looks like after.

Alejandro Gomez

★☆☆☆☆

3 months ago

Very Bad Experience – Serious Safety Lapse Lexus Pembroke Pines – Service Department My experience with the Lexus Pembroke Pines service department was extremely negative and dangerous. My wife went in today for the first 5,000-mile service on our 2025 Lexus RX 350, which is under warranty. The vehicle was received at approximately 11:45 a.m. While waiting in the lounge, after about 40 minutes, she received a call from service advisor Ashley Torres, informing her that a tire was flat due to a nail and that she needed to buy a new tire for $360. This is suspicious, as the vehicle had never shown any prior alerts or problems with the tires. My wife called me to consult, and I spoke directly with the service advisor. I clearly stated that I did NOT authorize the purchase of a new tire and asked them to check all the tires and, if necessary, install the spare tire. None of that was done. They returned the vehicle to her with the damaged tire, without any warning or solution. Upon leaving the dealership, my wife called me, very frightened, because the vehicle was shaking violently and the steering wheel was uncontrollable. I told her to return to the dealership immediately for her safety. This is gross negligence. How can they allow a vehicle to leave the service department with a flat tire, putting someone's life at risk? If an accident had occurred, who would be held responsible? Upon returning, she was assisted by the service manager, Mr. José, who again insisted on replacing the tire with a new one, "offering" only a $30 discount. I never imagined that my wife's safety and life would be put at risk in an attempt to sell a new tire. My wife was left completely shaken by the order. This demonstrates a complete lack of ethics, safety, and professionalism. A "premium" brand cannot operate in this manner. I do not recommend this service department.

L. graham

★★☆☆☆

2 weeks ago

this Dept is too small to handle the amount of cars coming there for service. if you call to make an appt., you get an AI assistant instead of a live person - left 4 messages for a service person through this AI system and the person never any of the messages - took almost 10 minutes to get a live person. sometimes you can't even find a place to sit down in the waiting room area. Have spoken to people in the waiting area who had appts and had already waited for 1 1/2 past their appt time and still hadn't been helped. this used to be a really nice service Dept with amenities such as free car washes, person who did nails, fancy coffee machine, and breakfast food - non of these now. the Lexus in Miami has all of these amities and more, yet they sell/lease fewer cars than Pembroke Pines. If you are waiting for a loaner, it can easily take 20-30 minutes to get it. the Lexus in Margate is about 30 minutes away- better to do service there, as it can easily take that long to complete checking in a car for service in Pembroke Pines.