Herrin-Gear Lexus

Herrin-Gear Lexus of Jackson, MS, is not a place I eagerly anticipate visiting. The disconnect between customer service, time management, accountability, prestige, and attention to detail is glaring. It’s far from a luxurious experience, and they certainly don’t live up to their “Relentless Pursuit of Perfection” motto. In fact, their pursuit of perfection is the antithesis of it, making mediocre sound appealing. While I understand that customers may not always be right, every individual deserves to be heard and provided with a solution. Satisfaction should be guaranteed, not optional. However, in Herrin-Gear Lexus’s case, it seems that whatever benefits the business most or generates the most profit is prioritized over customer satisfaction. I’ve had my car serviced several times, and each time, it returns with a new dent, ding, or scratch on either the interior or exterior. Some of the scratches were taken care of, but not all. While some may not consider this a significant issue, it’s a matter of personal preference. If I wanted my car to look damaged, I’d do it myself. But since I don’t, I wouldn’t expect the dealership to aide in doing it for me. Apple Car Play has been a persistent issue since I purchased my vehicle. I’ve mentioned it several times, but the ACP Tech is never available. Leaving me to temporarily fix the issue by restarting the radio system (way to frequently) and purchasing new charging cables but the root cause has never been reviewed nor resolved by Lexus. The customer service associate’s nonchalant attitude is equally disappointing. He essentially dismisses my concerns, telling me that it’s not his fault and that the problem lies with me. Destin Ward, the associate, may not be intentionally rude, but his lack of interest in customer care and cars is evident. To add insult to injury, I paid $159.38 for a service on December 5, 2023, and on December 7, 2023, the barely two year old battery went out after it had just been serviced. I understand that things happen, but if the battery went out so quickly, surely it was showing signs on December 5, 2023. I don’t think it was checked at all. The service rep even stated that the battery was in “great condition,” but when I asked him out about it, Destin informed me that sometimes the Lexus battery reader gives a false reading. However, no one seemed to care that I was waiting outside of work with my hood up for an hour or so less than 48 hours after service, hoping to get a boost to go back to the dealership. I didn’t even receive an apology. Embarrassing! Sidebar - I have a Honda that I only had to replace the original battery once in eleven years. If someone from Lexus is reading this and says well go back to Honda - then you’re part of the issue. The service team’s lackluster approach to everything is truly disheartening. Nothing seems important to them until it’s time to process your payment. They are all about the money and could care less about you or your vehicle. They always make sure to get my money, regardless of whether the jobs are complete or not. The most recent incident happened on July 14, 2025. Since the weather was nice, I figured I’d have them wash the car (yes, it’s supposed to be complimentary with service, but they brought it back to me after service unwashed, as they typically do). But I should have known better. The wash tech scratched my headlights to no return. Now, my headlights were practically brand new, and when I wash my car, I don’t rub them for that very reason to keep from scratching them and creating micro-abrasions. Well, whoever washed my car must have used sandpaper because there are thousands of micro-abrasions/scratches in my headlights that make them look horrible now. I can’t stand to look at my car it’s so bad. It’s like it gets worse every time I go to this place. I hate that place. I typically wouldn’t post something like this out of fear of retaliation, but if I can help the next person, I will. My experience has been absolutely terrible! If one can go to another dealership, do it. You’ve been warned.