Lexus of Chandler

We were exceedingly satisfied with the care and courtesy received from Jack Briggs when purchasing our late model Honda Civic! He was easy to work with and «streamlined» the necessary documents and paperwork to facilitate a great deal. Jack was quite personable, friendly, and familiar with the features of the care we purchased. I highly recommend him to everyone in the market to buy a car!

Just purchased my first Lexus and my experience was awesome. Jack Briggs is the best! He made the process so easy and pain free. I highly recommend Lexus of Chandler. No pressure and everyone was so friendly. Thanks Jack! You’re awesome!

My sales experience for purchasing a pre-​owned vehicle from Lexus of Chandler was a fantastic experience. The sales experience from the test drive, contracting and drive away was professional and courteous from the moment I arrived. Jack Briggs was my Master Certified Sales & Leasing Consultant and I would highly recommend his «gold glove» service. He was extremely knowledgeable, professional, and honest in his approach and he truly made me a customer for life. Thank you.

This is a review of the sales department.
I must say, I was beyond pleased with Daniel Ruiz! He worked with me and was able to get me an IS 350 F Sport at a price that worked with my budget. He was courteous, professional, and had a great personality and was very easy to work with. The whole process from test drive to walking out the door took about 3 hours, which was relatively quick. The F&I manager was also very efficient and detailed in explaining everything to me. There were no hidden fees or hidden disclaimers, everything was disclosed upfront including the payment amount including tax.
I would highly recommend this dealership to anyone looking for a new or pre owned Lexus.

Highly recommend Dax Wood at Lexus of Chandler and the service team there whom I’ve been dealing with for nine years. We have two cars and maintenance has always been accomplished competently, on time and for reasonable cost. I have the greatest confidence in Dax and the finished work I receive from the service department.

Just purchased a certified pre-​owned Lexus thru Jack Briggs. Jack was a true professional — gave us a great deal on my Acura trade in and on a certified preowned Lexus with an awesome warranty. I am so happy with this car! From start to finish and after the sale, Jack was knowledgeable, fair, honest and walked us thru everything with our new car (even setting up our IPhone & garage opener.) I highly recommend this Lexus dealership and working with Jack!

Buyer beware. Now, you are warned ! I purchased a Lexus 460L. I wasn’t informed at the time that the special wheels that were on the showroom car were not really the best designed for the car. I will assume responsibility for that mistake of buying it as it lay on the showroom floor with these wheels but it would have been a nice thing if the sales representative would have told me this fact that was well known by the sales staff Im told in this location. I paid handsomely for the upgraded wheels and would not have purchased if I had known or would have been able to detect this on the 5 minute test drive I took but again, I will take the responsibility for this one. I just wish I knew ahead of time before purchase. Anyway, it’s my fault and I only mention it because I was told that the tires are not the recommended ones for Lexus.
The real reason that I have issues with this dealership is about how I was treated when I decided to «roll out» of my warranties and was therefore entitled to a refund of the unused portion of these warranties or insurance products. I was informed that 6 to 8 weeks would be the processing time to receive a refund for products that totaled over 6K! On the 10^th week when asked where my refund was I was greeted with a response of, «We don’t know». Later, I found out that my requests had NEVER been officially filed to Mercedes for refund! It causes me pause and irritates me because had I been in an accident or forgotten or in the hospital or even hit by a Mack truck, this dealership would have unjustly profited from my purchases! This is inexcusable. Even after this, it took another 3 weeks to get my refunds and I had to make the trip from the east valley to the chandler location to pick them up!
Once they get the money it’s a done deal for them. If you ever are promised that they will perform ethically by refunding any residual that is due you because you decide you do not want the product, then they play stupid, take forever to get it back to you and it will take a lot of effort on your part to get your money back as well. That is my experience. I didn’t have to invest even 1% of that effort to get them to sell me a car. That happened almost «yesterday» so to speak. They took that money right away. Also, I wonder what their motivation was to have someone take me to the bank to watch funds being placed into a certified check? I was stupid to agree to this behavior. Did they think that based upon my looks, I would not pay with a valid instrument (check?) I wonder if it was racially motivated? Do they require all cash purchases be witnessed from customers? Stupid me. I’ll never buy from such a place again.

I am writing after my 5000-​mile service on my new Lexus IS250 F Sport. I did buy the car at this location as well. They emailed me to let me know in advance that it was time for my first service. I showed up on time for my appointment, and they took my car right away. As it was a basic checkup, they estimated 45 minutes. I had a hunch it was going to take longer — which they told me it would, after I said that I do want my car washed — so I did get the loaner. They had one ready for me right away. The service ended up taking almost exactly 2 hours, which is a little bit long. However, when they returned my car to me, they told me there was a small nail in the back tire. The service manager said that he did not want to charge me for a whole new expensive Lexus tire and advised me to go to somewhere like Discount Tire to get it patched, which I REALLY appreciated.
Follow-​up to this: I took my car to Discount Tire, and while it was there, they couldn’t get the tire off because a repair shop had kept my tire lock key. When I called Lexus of Chandler to make sure they didn’t have it, the service coordinator called me back to tell me that A) their people use their own set of keys, and B) they didn’t rotate my tires because it’s not possible on an F Sport (which was news to me, by the way). Anyway, I was pleasantly surprised to receive a second follow-​up call from the service coordinator, telling me that no matter where I go to buy a replacement tire lock key, to call her and tell her the amount, and she will apply that exact amount to a future credit for any service at Lexus of Chandler.
I want to also mention that my original buying experience when I bought the new Lexus was great… if a bit long. (And I was wearing «errand clothes,» by the way — as I had stopped by the dealership on a whim «just to look”– they treated me just fine.) The only reason I am not giving Lexus of Chandler 5 stars is because I reserve those for «I wouldn’t change a single thing.» I am not at the point of raving about them, but I can say that I will go back and that I do recommend them!

Highly recommend dealing with Jack at Chandler Lexus if you’re in the market! I got a super fair deal on my trade-​in (also a Lexus) and got a smokin’ warranty on my 2014 pre-​owned RX. It had just been turned in from a lease and was exactly what I was looking for!

Had a great experience helping a friend buy a used Lexus through Tom Watson. Good price, fair on the trade, in and out in a couple of hours. Thanks Tom!

We are in the market for a luxury SUV. We wanted something reliable so Acura, and Lexus are our choices. At this dealership we dealt with a sales person named Mike.
We visited an Acura dealership, and this Lexus dealership for test drives. There is a sea of difference between Acura and this Lexus dealership in customer service. The Acura dealer sales person greeted us well, and showed concern, and enthusiasm to win our business, without being pushy. The sales person at this Lexus dealership behaved as if we were not welcome there, and seemed as if he is convinced that we are not going to buy anyway.
When I asked for a business card, he even said that it was not necessary.
Even if I end up buying a Lexus, I will not step into this dealership ever in my life for purchase, or service, though this is the nearest dealer to our home. Because of this experience Acura is now a preferred brand for me, and Lexus probably lost a customer.

Had a great experience buying my first car! Jack briggs is top notch, super friendly, and made it a very clear and easy process. I’m so happy with my new car – no surprises, just great, comfortable, reliable, and fun driving!

They negotiated to where I needed to be, disclosed all option costs, and were considerate of my time. That being said they do fish for people to write reviews for them, and I had 3 phone calls and some voicemails asking me to do so. So dock 1 star for the nagging. But all in all a good experience.

My last two visits to this service department were disappointing. The first one was with our 2002 ES 300. We had a road noise I could not identify and asked them to locate and advise. This car is worth about $ 3K. They came back work $ 5K worth of repairs. Never pinpointed problem, did not offer any suggestions how to make the noise go away. I put new tires on and problem solved.
Second visit was our 2013 RX 350. Wanted oil change and tire rotation. I made a 7am appt and got there early. Finally got checked in at 7:30 and and got out after 9. Never got question answered about nav system. Each visit I asked for different different advisor. Both guys could have cared less if I was there. Customer service was definitely absent. I’ll get my work done elsewhere.
We bought our RX here from Kelly… she was great, what a nice experience.
Gregg H Sun Lakes

One of the most professional buying experiences I have ever had to date and I’ve purchase a LOT of new cars. Kelly Liston was awesome!

I’d give 0 if possible.
About me: Have owned luxury vehicles all my life. Typically buy but sometimes lease. Limited miles on all vehicles. Have leased from BMW, Land Rover and other luxury brands, have also bought from all of them.
About Penske in Chandler:
1. Great to buy from, will give you anything you need. Luxury package, multiple test drives, 20″ rims, no problem. All around good experience until you sign…
2. The second you drive off the lot the promised loaner car, the 100% on call service, the smiling sales guy completely disappear. It’s the worst experience of any luxury car I have ever owned.
3. If you plan to have it serviced by Lexus of Chandler you will NEVER have a loaner car available. If you plan on asking someone about something you dont understand in the car NO ONE will call you back.
4. Expect to get endless amounts of calls and emails from their sales group trying to up-​sell you into more miles, different cars and so on.
5. When you turn your lease in they will give you an incredible run around and hard sell you on keeping it and pushing you to get another one. It took 3 HOURS to drop the car off.
About Lexus:
Great cars, but without tires or oil (via Chandlers service) good luck driving them.
About Penske’ (pulled from Mission Statement):
«…Conduct ourselves with the highest standards of professional ethics, honesty and integrity (Not in Chandler)
Offer and deliver exceptional products and services at a reasonable price (Not in Chandler)
Build, operate and maintain the finest automotive dealerships in the industry (worst luxury dealership in Phoenix Arizona)
Create and promote an environment of teamwork and mutual respect among our team members; and Partner with our local communities to make a difference in society… (can’t comment)…»

What more could I ask from a auto service center. Easy to make an appointment, efficient at telling me my options and costs, they lent me a car to use, and it was ready as promised.
In addition I had a small problem that could have been a Lexus problem or a Apple problem. Danny and the team tried everything to fix if on their side. Nothing worked. I went to Apple later that day and they fixed my phone. Danny and team didn’t assume it was not their problem. They took responsibility to try and fix the car. So when I got to Apple I could say everything was checked. Thank you

If I could give zero I would. I very rarely review anything in the negative… check my reviews… I just couldn’t bypass this experience without saying something.
Getting an appointment wasn’t a problem… I usually take our Lexus’ to Scottsdale (closer to my office) but my husband was off and decided to add this service to his errand list.
One of two things are happening, either they give horrible service from beginning to end or we were assigned to the worst service writer known to man…
He barely addressed my husband… then claimed there weren’t any Lexus loaners and that he’d have to put us in a Camry (middle of the week, first thing in the morning), then as we wait for the Camry, two people go in to get their loaners… and both get a Lexus… hmmm…weird.
Additionally, when we turned the car in, we inquired about a remote start being installed… again, he barely looked at my husband and said «yeah, I’ll see what we have»…
Hours later, we pick the car up… then WE had to ask whether he got a quote on the remote start installation… the writer scratches his head and says «oh yeah, no… we don’t have any for that vehicle» (it’s a 2011 Hybrid… seriously???)
So we take off and low and behold get a phone call the minutes later, it’s the service writer… they have a remote start in stock & he’d like to know when we’d like to have the near $ 600 optional service done… yeah nice try, we went immediately to Earnhardt Scottsdale and gave them our $ 600…their service is always TOP NOTCH!!! (Even when you show up in «errand running clothes», which I truly believe was the reason we were mistreated at Chandler Lexus)
Best part, we fill out a customer satisfaction survey and detail every point of dissatisfaction… not one response back… nothing…our kids have written to dealerships with good/​needs improvement surveys they’ve had on the cars we’ve bought for them and even the non luxury brands (Toyota, GMC) respond with a call or letter.
I have a very large network…& rest assured, they are Lexus owners who will not be going to Chandler.

You have done it again Lexus of Chandler! This is the 2^nd vehicle purchased from this location and it felt like we were family. We were greeted with open arms at the door by Sales Manager Randy Redd and treated like we were at a five star hotel. Beverage of choice… no problem!
We were immediately placed in the expert care of not one, but TWO sales consultants! I will mention them both by name here Leon Rios and Robert James. While one was sharing expert knowledge and experience with my wife about her choices the other was preparing her choice for a test drive. Truly a team atmosphere!
When it came time for the «dreaded negotiations» Randy was ready with affordable options and multiple choices that made the process a snap.
To finish the experience our finance professional was Raad Thomasian. Again, Raad was ready with choices and no pressure! He explained the benefits of all there was to offer and let us make our decisions based on what best met our needs.
Thanks again Lexus of Chandler! You lead the way for Lexus in Arizona.

Alrighty Lexus of Chandler you are getting your 5 star back! I understand that here and there things and people fall through the cracks and things are overlooked and it looks like this time I was one of them. You don’t see businesses going above and beyond for customers much now a days as for customer service isn’t as important as it use to be. I thought this when I had service with Lexus of Chandler, but they approached me with real concern and wanting to make things right. I was contacted by Toddy and the GM to go over my concerns I had with the service that was just done on my car. I appreciate them both going above and beyond, in listening to why I was so disappointed and upset with the service. After they got all the details from me, they assured me that this was not the norm for their service department and they wanted to make it right. I couldn’t believe the attention and care they gave me! Not a lot of companies care to fix the problem, let alone go above and beyond to make the customer completely comfortable, address all the issues and try to make them happy! I appreciate everyone who re-​did the work on my car, you did a FANTASTIC JOB! A huge thank you to Toddy and the GM for taking such good care of me! My faith is restored in your customer service and I am happy to say I feel a lot more comfortable in conducting future business together!
You guys are fantastic and really care about your customers from the beginning to the end! Your attention and concern of customer satisfaction is appreciated! Thank you for getting Lenix all taken care of! :D