You’d be better off going to a mom-and-pop shop on the corner
The work I received here is far from the standard you’d expect from a name like JM Lexus.
Background: I brought my vehicle in after a low-speed (3 MPH) fender bender at a red light. The damage? A small crack in the rear bumper, a bent hood, and a broken plastic grille. It took 58 days to complete the repair. They tried blaming the delay on insurance, but I was in regular contact with my insurance company and saw all updates and payments processed promptly through their portal. Insurance was not the issue.
Throughout this slow process, I had to constantly chase down the customer service rep, Herbie. Every conversation with him was the same empty reassurance: “It’ll be done soon,” “I’ll check on that,” “We’re almost there.” He repeatedly lied and showed zero urgency by far the most frustrating and dishonest experience I’ve had with a JM rep
Due to my schedule and location, I had to pick up the vehicle after hours, so I requested photos before making my payment over the phone. Herbie delayed in sending them, and I had to follow up again to insist on seeing pictures first. When they finally arrived, the car looked overly shiny in a way that raised a red flag. Sure enough, after rinsing the vehicle and letting it air dry the next day, I discovered the clear coat had been damaged; swirls and buff marks all over my Ultrasonic Blue paint.
It gets worse:
• The headlights were extremely misaligned.
• My custom IS window shade was and is still missing.
• The trunk latch cover was broken.
• Paint was not blended properly resulting in visibly mismatched panels.
• They failed to reinstall the rubber hood bump stops, so now the hood closes with metal-on-metal contact an unacceptable oversight that could cause long-term damage.
This car had only ever been serviced by JM Lexus before this incident, and the difference in quality between their sales/service departments and this collision center is night and day. Leaving your car here is equivalent to gambling with your vehicle’s value and appearance.
This review is just the beginning. I fully intend to give this energy and take my complaint to JM Lexus corporate and will push for reimbursement so I can have a competent shop fix the new damage this one caused.
Let this be a warning: the quality of work here reflects on this shops management and does not represent the standard that JM portrays.
Net Promoter® NPS®, NPS Prism® et les émoticônes associées au NPS sont des marques déposées de Bain & Company, Inc., Satmetrix Systems, Inc. et Fred Reichheld. Net Promoter Score™ et Net Promoter System™ sont des marques de service de Bain & Company, Inc. et Fred Reichheld.
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Background: I brought my vehicle in after a low-speed (3 MPH) fender bender at a red light. The damage? A small crack in the rear bumper, a bent hood, and a broken plastic grille. It took 58 days to complete the repair. They tried blaming the delay on insurance, but I was in regular contact with my insurance company and saw all updates and payments processed promptly through their portal. Insurance was not the issue.
Throughout this slow process, I had to constantly chase down the customer service rep, Herbie. Every conversation with him was the same empty reassurance: “It’ll be done soon,” “I’ll check on that,” “We’re almost there.” He repeatedly lied and showed zero urgency by far the most frustrating and dishonest experience I’ve had with a JM rep
Due to my schedule and location, I had to pick up the vehicle after hours, so I requested photos before making my payment over the phone. Herbie delayed in sending them, and I had to follow up again to insist on seeing pictures first. When they finally arrived, the car looked overly shiny in a way that raised a red flag. Sure enough, after rinsing the vehicle and letting it air dry the next day, I discovered the clear coat had been damaged; swirls and buff marks all over my Ultrasonic Blue paint.
It gets worse:
• The headlights were extremely misaligned.
• My custom IS window shade was and is still missing.
• The trunk latch cover was broken.
• Paint was not blended properly resulting in visibly mismatched panels.
• They failed to reinstall the rubber hood bump stops, so now the hood closes with metal-on-metal contact an unacceptable oversight that could cause long-term damage.
This car had only ever been serviced by JM Lexus before this incident, and the difference in quality between their sales/service departments and this collision center is night and day. Leaving your car here is equivalent to gambling with your vehicle’s value and appearance.
This review is just the beginning. I fully intend to give this energy and take my complaint to JM Lexus corporate and will push for reimbursement so I can have a competent shop fix the new damage this one caused.
Let this be a warning: the quality of work here reflects on this shops management and does not represent the standard that JM portrays.