Lexus of Pembroke Pines: Service Dept

This dealership feels like a very high-volume operation focused only on quick oil changes and basic maintenance. If you actually need real diagnostic work performed, I would strongly recommend going to another Lexus dealership. The customer experience was also extremely underwhelming. The advisors and intake staff did not seem welcoming or hospitable at all. No greeting, no sense of urgency, no premium experience whatsoever. The overall vibe makes you feel like you’re driving a basic economy car rather than a luxury vehicle. What’s surprising is that this has not been my experience at other Lexus dealerships. In the Northeast (NY/NJ/CT area), as well as at Lexus of North Miami and Lexus of Naples, the service experience has always felt professional and premium. Those dealerships make you feel valued as a Lexus customer. At Lexus of Pembroke Pines, you feel like just another number in line. I even waited hours for a callback from the advisor that never came. This service department needs major improvements, and I will also be reaching out to Lexus corporate regarding my experience.

this Dept is too small to handle the amount of cars coming there for service. if you call to make an appt., you get an AI assistant instead of a live person - left 4 messages for a service person through this AI system and the person never any of the messages - took almost 10 minutes to get a live person. sometimes you can't even find a place to sit down in the waiting room area. Have spoken to people in the waiting area who had appts and had already waited for 1 1/2 past their appt time and still hadn't been helped. this used to be a really nice service Dept with amenities such as free car washes, person who did nails, fancy coffee machine, and breakfast food - non of these now. the Lexus in Miami has all of these amities and more, yet they sell/lease fewer cars than Pembroke Pines. If you are waiting for a loaner, it can easily take 20-30 minutes to get it. the Lexus in Margate is about 30 minutes away- better to do service there, as it can easily take that long to complete checking in a car for service in Pembroke Pines.

Very Bad Experience – Serious Safety Lapse Lexus Pembroke Pines – Service Department My experience with the Lexus Pembroke Pines service department was extremely negative and dangerous. My wife went in today for the first 5,000-mile service on our 2025 Lexus RX 350, which is under warranty. The vehicle was received at approximately 11:45 a.m. While waiting in the lounge, after about 40 minutes, she received a call from service advisor Ashley Torres, informing her that a tire was flat due to a nail and that she needed to buy a new tire for $360. This is suspicious, as the vehicle had never shown any prior alerts or problems with the tires. My wife called me to consult, and I spoke directly with the service advisor. I clearly stated that I did NOT authorize the purchase of a new tire and asked them to check all the tires and, if necessary, install the spare tire. None of that was done. They returned the vehicle to her with the damaged tire, without any warning or solution. Upon leaving the dealership, my wife called me, very frightened, because the vehicle was shaking violently and the steering wheel was uncontrollable. I told her to return to the dealership immediately for her safety. This is gross negligence. How can they allow a vehicle to leave the service department with a flat tire, putting someone's life at risk? If an accident had occurred, who would be held responsible? Upon returning, she was assisted by the service manager, Mr. José, who again insisted on replacing the tire with a new one, "offering" only a $30 discount. I never imagined that my wife's safety and life would be put at risk in an attempt to sell a new tire. My wife was left completely shaken by the order. This demonstrates a complete lack of ethics, safety, and professionalism. A "premium" brand cannot operate in this manner. I do not recommend this service department.

I called requesting service which they said was not available, however, the person on the line was kind enough and willing to provide me a local trusted shop, which turned out to be a great option. Very happy with the service provide provided here. I’ve also taken my car here for work and they did a great job replacing my dash and with the tuneup my vehicle needed. I’ll be back for any other needs related to my vehicle. I’m including a picture of what it looks like after.

Scheduled my service with manager Jose Amaro for an oil change and premium detailed wash on Wednesday at 7:30 AM with an appointment. I was told by the manager that the Premium Detail Wash would included the following: - Hand wash and drying of the vehicle - Polish and wax application - Shampooing of the carpets, seats, and floor mats and conditioning - Detailed dash, console, and air vents cleaning - Cleaning of the heels, tires, and wheel wells - Wax Five days later, my car was ready. Please refer to the pictures for just a few examples of the condition of how my car was received. It is evident that I was charged over $159 for a machine car wash and the quickest passing of wax possible. My seatbelt was covered in someone’s beverage. My side view mirror had scratches that I was able to take off. The door handles still had dirt. Obvious food was left on the sides of my car seats. The tires had barely been touched. Wheel wells were covered in dirt. OBVIOUS that the dash, console, and air vents were not even touched as there was dirt and dust everywhere. Steering wheel was sticky. Please refer to the pictures & videos for evidence. Earlier this year I had an experience with a service advisory who tried to sell me into $900+ worth of what he said were “necessary” repairs. When I asked him to speak with my father and walk him through these “necessary” repairs, he quickly changed his statement and said they were recommended and not necessary. It was evident that he was trying to take advantage of me and, therefore, I asked my father to join me this time to review what had been done. The service advisor was incredibly rude to my father who was highlighting the issues noted above, making comments such as stop pointing and rudely cutting him off mid sentence. I did not receive a refund for the lack of service provided. Instead, the only thing I was offered was a free detailed wash FOR THE FUTURE. I don’t know who would want to come back for another service after the experience that I had. My family and I have had six Lexus’ vehicles and have been coming to Lexus of Pembroke Pines since 2003. Our previous advisor was John Stiegel (who unfortunately no longer works for the company). He was a super-star advisor. It was a pleasure to do business with him and for those reasons my family and I were loyal customers Lexus of Pembroke Pines Service. I cannot thank him enough for the years of quality service. This service center is no longer a quality service shop. Be very careful reading old reviews as it is evident management and the service team is no longer of the same quality.