Harvey Lexus of Grand Rapids

Definitely not recommended! Unnecessarily time consuming drop off/pick-up, multiple visits to do a relatively straightforward job and frustrating to work with. We have not experienced such an un-customer friendly dealership service area in a long, long time. After four separate all day visits, they could not install a Lexus factory remote starter. They said they "forgot" and "ran out of time" on two occasions, despite the work request clearly asking, and then on the third, threw away the registration code paperwork. We then had to schedule another all day visit so they could remove the just installed remote starter electronic box to retrieve the registration code. This code came then back as "invalid" in the Lexus registration system. Had to argue with service manager to get a refund after we told then were were "done" with their remote starter. Would not issue the refund immediately…waiting for the check in the mail. Had winter tires mounted and then dedicated summer tires/wheels mounted. Both times, tires came back 4-5 psi over inflated. Delivered new summer tires in new totes. The just removed winter tires came back with old, very used totes. Not a huge issue to drop pressure a few psi and don't really care about the totes. However, I have no confidence they could get any big, complex repairs right when they can't even get a remote starter installed, get air pressure right or sort out tire totes. It's clear to us that Harvey Lexus doesn't "sweat" the details. In our experience, it takes 3 to 4 times as long to drop off/pick-up a car at Harvey Lexus, compared to local Audi, BMW, Cadillac or VW dealerships. Unnecessary waiting was experienced, and on three of the four visits, the car was not done when they promised. Had to wait around for them to finish despite having the car all day on every visit and arriving when they told us the car would be completed. The vehicle has been great, the purchase/sales experience excellent, the service interaction…not so much! Although we like the Lexus very much, our poor service experience gives us huge pause before considering another Lexus. Going to another dealer is not practical. We are in Grand Rapids, with the next closest Lexus dealer in Lansing…over 65 miles away.