Lexus of Northborough

Darryl, oh Darryl, how you take care of my momma! And Mike the Service Manager, A+ Customer Service. From sales to service, this dealership is number one in all regards. The waiting room is so comfortable with comfy chairs, great magazines, snacks and drinks and the cleanest rest room around.

I bought an SUV here last year. The salesman was extremely aggressive. He was offering to give me very little money for the car I was trading. Eventually he gave me a good deal but the whole experience was awful.

After we bought one car from Lexus of Northborough (2 weeks ago) my wife and I discussed our second car which is getting up there in mileage. We went back to Lexus and spoke to our sales person, Joey. It was the same drill but the experience there is unlike any I have ever had at a car dealer. The surroundings are exceptional, Joey is a great salesperson, and what can I write about Lexus that hasn’t already been written? Lexus has no equal. We were a Honda/​Acura family until we test drove a Lexus. The car, the service, the attention to detail is unsurpassed at Lexus Northborough. Its a luxury purchase and they treat you as a highly valued customer. They have TVs WiFi, coffee, muffins, cookies, juice, soda etc in the waiting area. Its fantastic. Go there, test drive a Lexus. You won’t be sorry.

wife had 20k service done. oil change and $ 8 cabin air filter — she was charged $ 208 — typical dealer robbery!
** advise for lexus owners — go to a toyota dealer pay ¹⁄₃ — no joke **

Did I mention how much I love Lexus?! Get out of my meeting to a car that won’t start. Remote battery dead… Even with a dead battery, hold it next to the push start button and voilaaa! Car starts!
Go to Lexus dealer in Northbororough Massachusetts (I’m traveling out of state), ask for parts, service guy walks me over to parts dept (other places would point & say; «it’s over there»). Parts guy offers to replace it, says; no charge, thanks for driving a Lexus!

Recently bought a car from this Lexus dealership and I was pretty disappointed. Customer service (which isn’t amazing to begin with) goes right out the window as soon as the sale has been made. Our sales person, Daryn, was rude and I wish I had just asked to work with another associate. The car was not ready when it was supposed to be ready for pick up. Daryn didn’t bother to call me, nor did he return any of the calls/​messages I left asking whether my car was ready pick up or not. Lastly, they only gave us one actual key for the car, the second key was one of those spare keys where you have to manually unlock the car. And they tried to be all sneaky about it by putting the spare key in the engine already, handing me the actual key and saying «oh, the second one is already in the car». Ridiculous and rude. The worst part is, they keep bragging about being a high end car dealership and the «best of lexus», which is a complete lie.

I have definitely see this dealership go downhill over the past 6 – 7 years. The salesmen are always accommodating as they will do what it takes to make the sale the Valets are also pretty good. I have serious trust issues with service advisor and service. I had my car serviced and they said I needed pads and rotors for front and the back was ok, price was ridiculous so I went to my muffler brake guy I have used for over 20 years and had excellent service with. He took its all apart and said your front pads are are good but your back are really bad the rotors where all rusted he said he would 4 pads and the two NEW rotors for a few hundred dollars. I was angry they made a mistake like that and would have been charged over 1,000 and they would have changed the wrong ones and left me driving on the back ones which were bad. I asked my man to give me my rotors (which I still have in garage) I was so angry and spoke to Danny blind who up until then was wonderful. I explaiend all this he told me I or my man must be mistaken and they were not.
I knew what I was looking at and who was wrong and decided just not to use them for service anymore. The customer service lady Mary makes excuses and was rude to me. There seems to be mis communication with the people you talks to on the phone and service. For me to take the time to call and cancel an appointment then to be getting emails about it… Reminders because they didn’t bother to cancel it (and I had a loaner request) is terrible. I called to ask why it was not cancelled and was given excuses rather than saying somebody didn’t do their job. Then I gave Mary my name and she said in a very condescending way, I know who you are. This is not top notch service. I’m sorry but do not feel the service level is there anymore and would not recommend them. Are there worse dealerships absolutely but this is not what you expect in a luxury brand.

If 2 star according to Unilocal means I have experienced better than 2 stars it is. Unlike some other people bashing the dealership for every person they met. I do want to say there are few really good people who work here. I met the sale person who was a great guy really really helpful. He had me test drive the cars I wanted and things could have moved forward too until I met the manager Matt.
It was unfortunate that we agreed to get my trade in price by the time I was walking out but he did not give it to me. He held the information just to get me back in the dealership again and talk numbers.
An attitude like that is usual in dealerships like Toyota (where it is still bad) but in a luxury brand? Come on guys why would ever kill a sale like that. I felt like we couldn’t establish the level of trust so I had to let go of this car and go for Hyundai instead.
Hyundai sales person have always been great and there managers are top notch, they would go above and beyond. Unfortunately Lexus stands no where close to dealership experience in luxury brand like mercedes and BMW.
Check out wagner Merc. they are top notch as well.

This Lexus dealership shouldn’t stated themselves as a Elite Lexus dealership. They ruin LEXUS Brand .The salesman (Chris Schmitt) are 100% all liar so is the finance guy name Nate, even their business relation lady Mary L.. Every single one of them are all LIARS. They took my deposit and make me gone thru all the process of paper work and the Guy Chris never call back letting me know the status of my application I’m myself have to call in and look for him and he told me to call the finance guy to check the status. That already tell me how unprofessional they are .! The next day guy Nate call me and tell me some BS excuse that they can’t sell the vehicle to me because the car require ECheck of my state (smoked check) before they can sell it to me. That’s an absolute lies. I call the BMV where I live and checked, they were laughing so hard that they never heard of that before, there’s no such thing as you buying a car from out of state and the car 5 years old require an ECheck (smoke check) from your state before you can buy the vehicle and you’re not yet the title owner of the vehicle .The dealer can’t just not sell the car to me for that reason .Long but short horrible experience with this dealership. All the people work at this dealership is a jokes. Don’t waist your time with this dealership.

In 2010 they sold me a 2006 certified Lexus that had cancer. It had been in an undisclosed accident and poorly repaired. Whoever certified it for them missed the braise marks on the inside of the door. After a few years the rot started coming through the passenger door. They said they would fix it. But, they only patched it up and the rot came back. Three auto body shops told me the only proper repair is to replace the door. I escalated to Lexus corporate and they told me it was an old car and that I am lucky the dealer even agreed to the patch it up.
I have owned 5 Toyotas and 1 Lexus. But, I will not buy either again.

The sales people are wonderful, bend over backwards as they want the sale… Makes sense. The service leave a lot to be desired. It has gotten worse over the years. Less organized, mistakes, I had a recent interaction with a woman in charge of customer service that helped me make my next car purchase decision. After several LX470 and wanting to get a 570, my husband and the customer service has convinced me to try an Infinity QX80. So tired of the service at Lexus of NORTHBORO. Sorry salesmen, but can blame Customer service for your drop in sales…

wife saw the lexus rc 350 coup she wanted and I want to trade in my truck also for a gx460, so we wanted to buy 2 53,000+ cars. my wife’s car was upside down because it was a stupid lexus 200h hybrid that in two years lost 17k worth of value. knowing this I went to the bank and got pre-​approved for 114,000. went on line and looked at northboro lexus. To our surprise they had 18 of rc coups 350 and 16 gx460 also the colors we wanted. when we went there they had 2 rc coups and 3 gx460 and when I told them about their website I felt like I was talking to a couple of little kid. to me it was pretty simple. In stock inventory means you have it and not pull it out of your a.s.s. in a month or two. since we had bought 3 cars there before and sent 1 other friend to buy a car there we told them what we where approved for and told them watertown lexus that uses the same website as theirs has the cars and would look at my truck to see if they could make a deal. the sales manager thought I was trying to lie to him or something because said he couldn’t believe they would make a deal and couldn’t see how it was possible. within 2 hours we had a deal at watertown lexus for both cars with a tire maintenance plan for the rc coup for 115,000.
To sum up Northborough lexus I think it has really gone down hill with their people skills though I did speak to the owner that day and he seemed like a really nice guy but needs to understand the number 1 thing you can do to piss people off is bait people into coming there for something you don’t have.
Things to do to make sure that customers like me don’t write reviews like this and post them on 5 different sites are…1. don’t ever bait, be it with a Web site or words…2.if people say, this is what we have to work with. Don’t brush them off…3 check into a deal and call them soon not a day later after you already lost the sale… but on the plus side… northboro lexus did have great cookies for the customers to bad we had to switch our business to watertown lexus… just wish they had cookies too.
so where ever you do these things and you will be set.
1. Don’t buy a hybrid there is not enough lube in the world to make your a.s.s. feel better when you trade it in. Eat a steak quit being a tree hugger.
2. call and ask exactly what they have in stock. DO NOT LOOK AT INVENTORY BECAUSE SOME DEALERS THINK IN STOCK INVENTORY MEAN ANYTHING THE CAN GET THEIR HANDS ON IN THE NEXT FEW MONTHS.
3. If you feel disrespected or they seem like they don’t believe you… leave, trust me another great dealership is right down the road. For us if was watertown lexus.
4. when frustrated with dealership… have a cookies, it helps.
5. don’t tell them what you owe on your car no matter what lie they tell you. Nothing good can come from that until after they make a deal you like.
6. Have a better cookie at home remember how pissed you are, and while thinking at 2 am how longer it’s going to take to pay off a sports car that most likely was the single stupidest car to buy the wife before winter… think for a while then…
7 write a review and post it 5 different websites to make sure people know they have choices.
this review is written and approved by Patrick Heilig
take care.

There sales people and there sales managers are all about ripping off the buyer. Beware and do your homework or expect to pay thousands more than current price. When caught in their lies, they said no problem we will give it to you for the POSTED price. What? How about you honor the advertised prices instead of pulling a price out of your butts? The offer on my trade was low. Would never set a foot into your pretentious, yet low class dealership again.

Friendly helpful and of course great cars! Dave is easy and fun to work with on the lease of our new car — I hope service is just as helpful!

have been here a few times now between working out the details of a purchase and getting my first oil change and have had very pleasant experiences so far. Worked with Anjula when I was purchasing and he was great! I could always get in touch with him, even when he had the day off or wasn’t in the office. He always called, emailed or texted right back with answers to my questions. Very professional and easy to work with and made the whole experience much better than I anticipated. Will update this if I experience anything different when it comes time for a more substantial service but the service guys and department overall have been a pleasure to deal with so far…

Beautiful showroom and Nate is a great sales person. We are still considering our options, but so far, first impressions… Really good. Lets see if that red CT comes home for the summer… In the meantime, it was worth the education process, the refreshments, and the low pressure sales approach — all in a very classy setting!

I bought and service my car there. The dealership is clean and the service department is outstanding! They are very good at completing repairs as promised, or promptly notifying you when they are unexpected issues.

I have to say, every single experience with the Service Department at Lexus of Northborough @LONINFO is always a pleasure. AJ and Terry do an amazing job of not only working to communicate the issue the technicians may find, but they work to provide cost effective solutions. My last visit on Sunday was for a dead battery. Headlights were left on for 3 days and the battery could not be salvaged. AJ took in the vehicle and Terry worked the order up and communicated with in 30 minutes what the problem was and the resolution. I can not speak highly enough about Service at Lexus of Northborough. I know that people like to shop around when they purchase a vehicle, and you should. But when it comes to service, I recommend you bring your vehicle here. After one visit, you will never go anywhere else. Thanks again for your help on Sunday AJ and Terry.

There are two categories to rate this dealership on. Sales & Service. I’ve bought 3 cars here and have had them all serviced here as well. I’d rate Sales 4 stars and Service 5 stars. Some of the sales folks can be a bit traditional and pushy, you just have to get the right one and it’s fairly clear after getting to know the dealership who the right ones are. Service here is outstanding especially when dealing with Danny Blinn. I have never had any problems — they have always said what they’ll do up front and followed through 100%. No surprises ever. They’ve always offered me free loaner vehicles when the work will take more than a couple hours. I guarantee you will NOT get better service at a Jiffy Lube as someone suggested. Highly recommended.

Not a fan. Experience has not been the best.