Lexus of Cool Springs

I had a great experience at this dealership. I purchased a 2015 GS 350. Love the car and experience. Well informed sales staff.
My only complaint. Service, needs to protect the car interior. I often get grease marks on my carpet. The service it self, has been good. I particular keep my car clean and would like it returned in kind.

I had a great purchasing experience with the pre-​owned center. My concern was with the service department. They tried to upsell me something that I didn’t need. They said my power steering fluid needed flushing because it had metal shavings in it and it was ‘old’. I had purchased it Certified Pre-​Owned 6 months earlier and it clearly states that the fluids are changed. I asked the service consultant what was wrong with my power steering system that would cause metal shavings to enter a closed loop ps system. She just shrugged and said I would have to ask the technician who was busy. I declined the $ 200 ps flush. I have never been back. How can I trust a service department that just makes stuff up? The oil changes are way overpriced to begin with, but to have to brace yourself for the barrage of made up service issues each time you bring it in? No thanks. I have a mechanic I can TRUST. That being said, I will buy another CPO Lexus from there in a second.

The week before last we found out we were going to need a car. After walking through the lots at all your normal dealerships and pre-​owned stores, we figured we would stop at Lexus of Cool Springs just out of curiosity. A friend had recommended Kris Cisco so we figured that would be a good start. Immediately after walking in we were offered beverages and asked all the questions that helped him find us the right car. At other places a 19 and 20 year old bad been scoffed at but Kris acted like we were the most important clients he had that day. We were looking at one car but Kris suggested another and my girlfriend immediately fell in love with a 2009 Rx350. It was already very late in the day but staying late was not a problem. They allowed us to get it checked out by our normal mechanic and listened to all the concerns and addressed every one. The steering rack had failed (a common occurence on Rx’s) and they were nore than happy to fix it, even though the car was not even a Certified Pre-​Owned. I took the car yesterday to get the work done (at no charge) and everyone was extremely polite and happy to get it done. The only problem I had during my entire experience was the shuttle took almost two hours to get back to the dealership to take me home but the service managers were very apologetic and all but offered to take me themselves. The car will be done by end of work today and we are very satisfied. I will be using Kris again when it time to move up from my current Lexus, with 287,000 hopefully it can be a little later than sooner because I know the car can last.

We just purchased an RX from this dealer. The process was easy, the sales person (Terry) was more than patient with a customer who really really really hates buying cars, the other sales reps pitched in to help when our sales rep wasn’t available, and the overall customer service was excellent. When I picked up the car, I was taken on a tour of the service facility, introduced to the Service Manager and also introduced to one of the Service Advisors. I haven’t yet had to use service, but the process appears smooth and the service customers there were all patiently waiting in a very nice waiting area.

I have been Lexus customer for 10 years. The Lexus brand speaks for itself (see Consumer Reports rather than Unilocal). The service department has always lived up to my expectations.
I Recently purchased a pre-​owned RX350 from Lexus Pre-​Owned and I had a less than desirable experience. The Finance Manage at pre-​owned (a Herb Tarlek clone) slipped in a unrequested item. Upon discovering this I returned, talked to the same fellow on two separate occasions, leaving each time with the promise of a refund: «the check is in the mail.» The amount was $ 200, enough that the loss was annoying, however if I never saw it again it would not affect my lifespan.
I noticed on Unilocal that Lexus average was one star. A bit severe, perhaps but given my experience with one single individual at Lexus pre-​owned I was, at the time, empathetic to the rating. While my vehicle was being serviced I had some time to kill. I went to talk to the the General Sales Manger to inform him of the bad reviews on Unilocal and my personal experience. Please note that at that point I wrote off the $ 200 and specifically did not ask for a refund, merely to inform him of my bad experience.
The General Sales Manager was mortified. He said they released from service the individual I had the bad experience the month prior (I owned the vehicle for 6 months at this time). He personally apologized, brought the Controller in who also apologized and immediately cut a check for the refund.
Why the four star rating?
1. They recognized and released from service an individual that did not live up to their standards.
2. They did everything short of standing on their head to make up for a bad experience.
3. The subs at the service department were actually quite tasty (see photo)
I left quite impressed and wanted to share this experience

Overall I had a great experience with lexus when I recently bought my new RX350. Hank was my salesman and he was phenomenal. He went above and beyond to find the car that had everything I wanted. He is the ideal salesman. I worked a little with Lee too. He was also very good. With the exception of 2 people all the people I worked with were very nice and helpful.
The only reason I’m not giving 5 stars is because this Lexus has some VERY weak employees. When I took my old car in for service I decided I wanted to look into purchasing a new car. The service people were very nice and told me to drive over to the used lot to get an appraisal on my old car. When I arrived FRANK WEBB greeted me. He was extremely condescending. He refused to appraise my car saying, «We don’t do that here». Then he made some other comment that implied I could not afford to get a new car. He even laughed at me (which was stupid because we were the only two people there. How do you laugh at someone by yourself?) Then I drove back to new cars for help where I met Lee. He was very nice and took me back to the used car lot, where surprise! they do actually appraise cars. From that point on everything ran incredibly smoothly. Everyone was nice and helpful… but then it came time to write the check.
I stepped into RICK NICHOLL’S office. I had been at the dealership a couple of hours and turned to my mom and said to her, «I need to go to the bathroom. Can you read over the contracts until I come back?» Rick rudely interjected, «I have other people coming in here after you. You need to stay here». I haven’t been told I couldn’t go to the bathroom since kindergarten! I am a 23 year old woman! Then while I was reading the contracts he began loudly humming jeopardy while staring at me. I looked up at him with a confused look but apparently he cannot read social cues because he continued humming and staring. Then he said he didn’t like the way the check was written. He also told me to go find the temporary plate. When I asked about the maintenance program that you can buy in advance he refused to answer any of my questions. It was clear that he did not respect me and that he found his time more valuable than mine. When I purchase a new car in the future I will refuse to work with him. No one should ever be that rude.
Fortunately Hank and all of his efforts were more than enough to turn the negative experience from Frank and Rick into an overall positive one.

Other reviews are accurate. Took our IS250 there for a scheduled appt because the heat was not working. They had no loaner cars and made my fiancé wait 3 hours only to tell her they had not figured out what was wrong and she would have to bring it back (personally i dont think they even looked at it). No heat for another two weeks. At the second appt they had a loaner car and after two days determined it would be $ 1100 to fix. Paid them $ 110 for the diagnosis. They DID NOT fix heat. Took it to west main shell in Hville on Xmas eve to get a second quote: they had the heat working in 3 hours for $ 75 and said to bring it back to fix the source of the problem for $ 685.
Conclusion: I would not recommend taking your vehicle to Lexus of Nashville of Rosa Parks.

Crooks. I have always had great service at Lexus. But not here. I just dropped off our 10 year old RX330. It is in perfect working condition. My wife just wanted a check up on it. So, they faxed me a $ 6200 list of things that «really» needed to be done. Including dark transmission fluid. So I drove up there and said «show me». My service «consultant» then pulled the oil dipstick and showed me how dark it was. The OIL dipstick… not the transmission. I said «that would be horrible if were the transmission, but its the oil». Then I pulled the transmission dipstick and showed him that 1) it was a nice normal color and that 2) the cap said that you never have to change the transmission fluid. Things got awkward from there. Cracked belts? Show me. Nope… no cracked belts. The list goes on. $ 1500 for tires you can get for $ 500 at NTB. This guy was a crook, IMO. And if the dealership turns a blind eye to that stuff, the whole outfit is crooked. I took my keys and left. I have never had a bad experience at Lexus until this dealership. Don’t go there.

Rude. Just plain rude and horrible service from a particular salesman. Waited for a long time but didn’t get service until almost closing then pressured to buy with very questionable sales tactics. This is a very mild description of the humiliation experienced. Never coming back and will tell all the people who ask not to go here. Don’t know if it is just the pre-​owned department or just that one salesman but that is no excuse for such shoddy business behavior. I think you are better off going to other places who are more honest, ethical, and friendly.