Sterling McCall Lexus
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Dealership Service Review
service Rating
ES 350 service
Written byon 04/24/2024
I’ve been getting my cars serviced at this location for 11 years. I’m now questioning whether I will continue. Was given a written estimate and told work would be completed in a few hours. 2-3 hours later was told the cost would be $208 more and car wouldn’t be ready for 4 days. Received an invoice for yet another amount which I paid only to be asked to pay more since invoice was incorrect. I refused and they accepted my payment. I sincerely hope this is not the new normal or I’ll take my cars elsewhere.
- Recommend this dealer? No
- Were you satisfied with the quality of work performed on your vehicle? Yes
- Did the dealership complete the work within the timeframe promised? No
- Did the dealership provide you with an accurate quote of the work to be performed? No
- Do you feel the price paid for service(s) was fair and appropriate? No
- Did the dealer honor all commitments made? No
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Customer Service on 06/12/2024
Dealer Response
Thank you for sharing your comments. I am sorry to read that you are unhappy with your recent service visit. The original estimate was to remove the door panel to determine the problem. The additional charge was to replace the parts that were discovered to be broken once the door panel was removed. There was no way to provide an initial estimate encompassing the entire repair until the door panel was removed to allow a full diagnosis of the problem. I apologize that this was not properly communicated to you at the time the work was being performed. Please contact me at 713-995-2621 and I will be happy to review the full scope of work performed on the vehicle.
Larry Miller
Service Director
ReportLaura Driscoll on 04/24/2024
Dealer Response
Thank you for your feedback, please know that we are looking into your concerns and will reply back to you soon.
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