Ken Shaw Lexus

The service was very timely.

Went in to buy a new car and the manager refused to explain or break down miscellaneous fees that were over 2,000. Also they included a dealer fee which most Lexus dealers do not. Would not go back here very unprofessional and not good customer service.

I first want to mention Ben, because our experience with him was very different. He was consistently understanding, helpful, and professional. If you're purchasing from here and have the opportunity to deal with Ben, I would highly recommend him. He was also able to make our disappointing car delivery experience up to us by upgrading our vehicle. 5/5 for Ben.<br><br>However, with Ron, we purchased our vehicle in December 2025 and were told it would take a few months to arrive, with an expected delivery around late February. At this point, we had received great customer service throughout the purchase of the vehicle.<br><br>Once February came, we hadn't heard anything, so we reached out to Ron. We would be told we'd receive an update the next day or in the following few days, but wouldn't hear back and would have to reach out again ourselves. This happened a few times.<br><br>Ron was clearly annoyed that we were following up. At one point, when we followed up again, we were asked if there was a reason we were following up so much. We felt that was an unfair response given that we were simply trying to get updates that were previously promised. This is when we stopped communicating with Ron and started working with Ben instead.<br><br>There was also another interaction that left a bad impression. We asked if a particular license plate number pattern could be accommodated. Not only was our request not accommodated, but Ron chuckled and told us there was a joke going around in the office about it.<br><br>Maybe it wasn't intended to be offensive, but we found it unprofessional and distasteful.<br><br>Overall, we're happy about our vehicle, but the post-purchasing experience and car delivery was disappointing to say the least.

Thank you Alex for the great service and the timely delivery of our new Lexus. You guys are amazing! Thanks again. Jenny