Customer Reviews of Lexus of Orland
Review type:
Stressful process made easy
by George Rohrer on 09/08/2023
Chris Merx made purchasing a new vehicle easy. From the initial test drive to turning over the keys Chris was helpful, knowledgeable and thorough. He answered every question we had and offered to followup with any future questions or… concerns we had. Everyone in the dealership was kind and courteous.
99 reviews
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Worst customer service ever!
by Neveraga192016 on 01/09/2016I selected and was prepared to purchase a vehicle with CASH and both the salesman and manger were rude. The manager was insulting, did not even attempt to negotiate, deflate my reaction to the salesman response and was very condescending.… While I was excited about purchasing my first hybrid vehicle, I am now rethinking that but most importantly have a sour taste and experience in my mouth with the Lexus brand, especially Lexus of Orland Park. The behavior was unprofessional and portrayed a lack of customer service and understanding. I was really excited about purchasing the car but will NEVER go back. They should take notes from BMW and Audi of Orland Park and encouraged their team to attend customer service trainings via webinars, seminars and other interactive learning vehicles. Also, this survey needs to be updated. I did not receive any services on a vehicle. I was only looking to purchase a vehicle.Very unhappy with the service department at "Lexus of Orland"
by barryaclarke on 02/28/2015If you’re going to shop at Lexus of Orland and/or depend on their service department, please read and consider my experiences before servicing a vehicle at this dealership. At my “complementary” 10,000 mile service appointment, the… service advisor wanted to bill me stating it was done a year ago at 4,000 miles. After the service, I was in possession of the vehicle until I got home and discovered about $800 of damage to the left front fender. After contacting the service manager, he said he reviewed the video from the time my car came in and couldn’t see where it was damaged at the dealership. I ask, since he reviewed the video, show me the existing damage on my car when it arrived for service? After this, he refused to return my phone calls so I escalated the complaint to the general manager. The general manager told me the reason the service manager didn’t return my calls is that I used “vulgarities” which is a absolute fabrication better known as a “cock-and-bull-story” that one might expect from a swindling used car manager. Do you really want to do business with a dealer who tries such deceptions, defaming you in such a matter, then attempting to possibly conceal damage to a $60,000 vehicle? I think not. Unless you want to risk a roll of the dice at “Lexus of Orland“ my advice is to save yourself any future grief and/or aggravation by purchasing and/or service your Lexus elsewhere……….Questionable Integrity
by betti on 05/22/2009Bought a 2006 IS250 with 14m miles. Clean car. I could understand them standing firm on the $27m price. My trade in (a 2004 Mustang) was valued between $6-8m in the Blue Book. Was a little disappointed by the $5500.00 offered but understand… these difficult economic times and the used car market being terrible. When I protested a little to the salesman about his inflexibility on both ends he stated "now days the Mustang is worth about zero" -- making an O with his hand. A few days later my car is displayed up on the outside raised rack and selling for $9900.00. I expected the resale price to be several thousand more than the trade in, but nearly doubling the price makes me feel that I was outright lied to. I was expecting more integrity and character when dealing with a dealership of this caliber.Arrogant
by ffnf on 05/20/2009I went to this dealership to test drive the RX350. The sales rep seemed very personable. He kept talking about the "Lexus Experience". He gave me a lot of information during my test drive which I appreciated. When we got back to the… dealership to talk about "a deal"--that is when everything fell apart. His true colors began to come out. When he saw that this was not going to be a slam dunk...his irritation became obvious. There were long periods where he was gone...somewhere. He brought his sales manager in to tell me what my best offer was going to be. The sales manager is arrogant and rude and unprofessional. The "lexus Eperience" was horrible. When they appraised my car they offered me $1000 and basically said it was worthless and said that I had a sloppy transmission. They were only going to cut $1500 of the stick. Thats it. Take it or leave it. I left it. I went down the road and purchased from their competitor. Now, that was a wonderful experience. I have been to a few Lexus dealerships and this arrogance seems to be the culture of the company. Let's just say it was not good chemistry. The RX350 gave a smooth test drive...but I could not stomach the slimy sales reps. The car that I purchased from their competitor had a higher sticker price than the RX350 but my final amount that I paid was less than the "take it or leave it" price that Lexus offered me.Management customer service and follow-through is terrible
by andyr5 on 01/29/2009Watch out for this Lexus dealership. Their customer service and follow-through is the worst. I bought a used Lexus RX330 a year ago and I'm still working on them to fulfill simple promises regarding minor paint issues. Most recently I… escalated my issue to a manager who promised to get right on it and call me back. That was more than two months ago and he never called back. This isn't the only manager at Lexus of Orland who has done this to me. After a year of calling and emailing I'm going to give up and say Lexus of Orland won. Congratulations, you saved yourselves a few dollars in labor costs. If you're considering purchasing a Lexus try a different dealership. It will save you hours of heartache and disappointment.love my car!
by bama9 on 08/18/2008I had a great experience, very professional and did not waste my time. The new dealership was breathtaking. Great place to do business and I recommend others to go there.Is This a Typical LEXUS Dealer?
by kenisud on 03/05/2008In visits to this dealership within the last two weeks as well as three years ago, have not had one where I was comfortable. Went for test rides on 2 different occasions within the past 2 weeks. Dealt with two different salespeople and… neither seemed at all interested in discussion during nor after the test drives. "Aloofness" is a word that comes to mind. Three years ago, dealt with a sales manager that reminded me of one that would be running a used car lot on Western Ave.......sleaze personified. Might be a place to shop, however, will buy elsewhere.Sales People, Sales Manager and General Manager All Lie
by jessie8 on 11/06/2007They pull the classic bait and switch. They'll tel you the car you are buying has al the options you want and then deliver one that does not have half of them on it. Try to complain and they ignore you.I also was a victim of bait and switch with them. Who pays my time and gas wasted with that sort of practice ?? That's why I ended up at Lexus of Naperville and paid a little more for the car. They are great at Naperville. Thanks Dan Muñoz ! we love you !
Terrible Car Buying Experience
by storm5 on 11/05/2007Salesman lied. I told him it was essential for me to have the HID headlamps which was part of the "Premium Plus" package. Instead he sold me the "Luxury Package" which he told me came with HID headlamps. Everyone at the dealership insisted… that they only order vehicles with HID headlamps. When I called Lexus with my vin # they told me it was a factory installed option and my RX350 did not have them. I tried calling and emailing and can't get a response from anyone there. I also had to wait two hours for finance manager to see me even though I was paying cash and the vehicle was already prepped.This was very similar to my experience with Lexus of Orland. I wish I had read these reviews prior to my purchase. Bait and switch is standard for the sales staff and the management.
Poor Customer Service
by acar_buyer2 on 06/17/2011updated 06/13/2025I agree totally with all reviews on this dealership. I was in the market to purchase a new car and this dealership was recommended to me by a family member. It was actually suggested to phone Pete because I was told he seemed to be fair and… care about his customers. I called Pete and to this day have not received a call back. Who does that? The salesperson told my family member that I would not receive a call back and Pete would go along with what he told me. While I know we are in economic hardship, it would seem to me that the dealership would at least make the effort to return a simple phone call. Not only did that dealership lose my business but that of my family member. I have been in the customer service arena for over 20 years and I have NEVER neglected a customer, good or bad. One good customer could lead to many more. There are numerous dealerships along that stretch of the road, who by the way have returned my phone calls. My mother-in-law, purchased her Lexus from this dealership some years ago and suggested that maybe she could go in and speak with Pete or a salesperson. I should not have to beg for a simple return call or even your business. There are too many dealerships out there who would welcome my business, believe that!Lexus of Orland
by JBL080655 on 11/09/2012updated 06/13/2025The dealership staff members were very professional. They were all knowledgeable and rendered professional service to complete the sale.Worst sales and management I've ever experienced.
by tucker23 on 10/24/2013updated 06/13/2025It all started when I saw a nice certified pre-owned GX 470 online and called for availability. Went in to drive the car and confirmed that it was certified by reading the warrantee "Buyers Guide" on the window sticker which plainly stated… that the vehicle was Certified Pre-owned. Went through the entire process was in the process of signing the purchase agreements when I asked about the Certified Warrantee and I was told that it wasn't Certified. The Business Manager then told me that it didn't say "Lexus" Certified so it didn't count and that they wouldn't certify the car. This is the most blatant attempt to mislead and deceive a customer I have ever experienced. Pick a different dealership to buy your Lexus. I did!Lack integrity
by branded on 06/13/2011updated 06/13/2025I completely agree with the other customer. The sales team sucks...especially the sales manager, Pete. He makes promises and doesn't follow through. He never even returns phone calls. They offer take it or leave it prices because they know… that in that area there are wealthy people that they can take advantage of. Working with "regular" people is not their style. Pete, be honest up front...stop hiding behind your sales team. I too, purchased a car from another dealer. It's a Lexus dealer with a salesteam full of integrity and who gives good deals.The perfect place to buy my car!
by michy3 on 11/01/2011updated 06/13/2025Just want to say that I had the most pleasant experience with Lexus of Orland. Overall, I am pleased with their customer service and with the glorious car I purchased. My Sales Associate, Chris Merx, was extremely helpful and patient. I… will definitely return to Lexus of Orland for my future car purchases.Total enjoyment
by mbyran on 10/28/2011updated 06/13/2025I would like to thank Lexus of Orland and especially Sales Associate Chris Merx for a totally enjoyable experience. In all our years of purchasing cars, we have never seen such a beautiful dealership. We had also never been treated as… respectfully and professionally as we were by Chris. He took the time to make sure we were comfortable yet allowed us the right amount of space so that we did not feel pressured. We are very satisfied with our purchase. Hats off to Lexus of Orland and you too Mr. Chris Merx !!!
About our dealership
As a premier Illinois Lexus dealer, we have a huge selection of new and pre-owned vehicles from which to choose. Lexus of Orland online and offline customers enjoy vehicle specials every day. We offer Lexus service & parts, an online inventory, and outstanding financing options, making Lexus of Orland a preferred dealer.
What sets us apart
Welcome to the Lexus of Orland website, a fast and convenient way to research and find a vehicle that is right for you. Whether you are looking for a new or pre-owned Lexus car, truck, or SUV you will find it here.
Amenities
- Complimentary Loaner Cars
- Instant Financing
- Complimentary Coffee
- Cable Television
- Express Service
George, it's great to know that Chris and our team at Lexus of Orland made your car buying experience smooth. We're here for any future questions or concerns you might have!
by Lexus of Orland on 09/08/2023