BEWARE! Hendrick Lexus service dept is a major rip off and very unprofessional. Lexus had a recall issue involving a fuel rail on my sons 2007 LS460, a top of the line sedan. Although a 2007 the car only has 69 thousand miles on it and has been babied not abused. Lexus supplied the replacement parts. However the service manager David Sheperd, who emphasizes how highly trained the mechanics are to work on Lexus vehicles, had a mechanic install the parts incorrectly. Resulting in a good size puddle of gas in my sons driveway under the car. The most upsetthing thing is my son and two young grandchildren were riding around in a car that could have caught fire. Had the car towed to Hendrick Northlake. They kept it overnight then told my son it would be $650 to inspect and diagnose the problem. David Sheperd lied and already knew the problem. My son, a single parent had the car towed to a reputable repair shop which charged less than half, $300 to take the top half of the engine off. That shop informed him it was from improper installation of recall parts for his vehicle. They took pictures of the fuel rail where Hendrick's mechanic overtightened 3 of 5 bolts holding the rail in with the other 2 only tightened by hand, resulting over time in a hairline fracture. Nice try and trick by whats supposed to be a professional service dept to rip consumers off and put a young family in danger. David Sheperd, after the car was taken elsewhere says bring the car back here and we'll take a look. Sure after paying the other shop when you had the car first, we'll just spend money for nothing. I left a message for dealer GM but Sheperd called back saying we aren't gonna do anything to fix it or be responsible. A total jerk in demeanor. I contacted Lexus, who informed me if we supplied the receipt and proof of ownership they'd see about reimbursement. Only after doing sold, told me they would not reimburse my son or hold Hendrick responsible for installing the recall parts incorrectly. The repair was close to 1300 dollars. Thirteen hundred!!. Bottom line if you sell lots of cars and are a huge nationwide dealer, Lexus apparently is fine with Hendrick treating consumers unprofessionally and ripping them off, not to mention putting people including young children in danger on the highway. I'll never buy another Lexus or Toyota ever again. IF YOU DECIDE TO DEAL WITH HENDRICK LEXUS NORTHLAKE....do so at your own risk or peril. And pray they don't try to rip you off by shoddy workmanship from their highly trained Lexus mechanics, and lowlife Service Mgr. David Sheperd. read more

I recently decided to upgrade my 2000 Lexus for a newer pre-owned certified Lexus so I started searching on line & found what I thought might be a good one to go check out at the Lexus Northlake location - I scheduled an appointment. When I got there, Carlos Diaz the Sales Consultant, was waiting for me outside and immediately greeted me and escorted me inside so I would be more comfortable (it was cold out). He informed me that the car was not ready yet to be test driven but, that he would be happy to take me to where the car was being worked on so I could at least see/sit in it. While there, he answered all my questions concerning the car to the point that, I wanted to make sure the car would still be there when it was ready to be driven so, I decided to leave a deposit to hold the car. Long story short I purchased the car! Working with Carlos Diaz was a pleasure, at no time did I feel pressured to purchase, I was the one who insisted I leave a deposit to hold the car, I was that sure! He worked with me to get an additional discount, he addressed some concerns that I had re the CarFax info that he provided me with. In short, I always felt that he was there for us! He is a very knowledgeable, 1st class representative for Lexus. We also worked with Greg Bancroft on the financing end. He presented us with 2 possible scenarios, each very attractive. In the end, he was able to get us an even lower interest rate than we were quoted by our credit union (which was pretty low) - we thought that was pretty impressive on his part! Again, no pressure. Last but not least, Tyler Marovich was responsible for reviewing with me, all the bells and whistles that the car has and to make sure I felt comfortable operating everything before I drove off. He paired my phone to the car (pure magic), got my trial period for the Satellite Radio set up and even volunteered to come to our house to do the same with the garage door opener if we couldn't do it (we did)! All in all, this experience has been an exceptional one due in major part to the 3 consultants/specialists listed above. I would, without hesitation, recommend going to Lexus Northlake and working with these individuals the next time you are in the market to purchase a new or pre-owned Lexus. It is well worth the drive! It has now become my "go to" dealership rather than the one on Independence which is much closer to me. read more

Just completed the purchase of a new RX and was extremely pleased with the experience. I completed my purchase over almost 2 months, from test drive to delivery and at no point were they pushy. Follow up calls - sure, but more of a courtesy than anything else. My sales guy was Nate Sahlmon who was knowledgeable, quick to get back to me and didn't try to play the usual dealer games to make a sale. In fact initially I test drove 2 vehicles and left, and that was perfectly fine. Trade in was also fair, as long as you have a realistic view of you vehicles condition. I had already valued my vehicle (Lexus) online and had a number in mind, and they actually hit that number first time without any indication from me. Nate really knew his vehicles and listened to what you wanted and didn't want to rush straight into numbers. I would definitely recommend anyone looking for a Lexus to ask for Nate. Once it came to delivery time, Riggs handled the finance efficiently and made the usual push of extras, which they are required to do. But again, not overly high pressure. No issues here. Finally time to get the vehicle, where we met Naphtali. At this time it was getting close to closing time, and that didn't seem to matter at all. It was all about the customer and no clock watching. So what can I say about Naphtali other than I think he swallowed the manual on this car. He seemed to know every single detail, gadget and control in the vehicle. I was already pretty familiar with most controls, but let him go through everything anyway. I figured out quickly that he knew more than I, and he's probably going to show me something new, and he did. Overall a good experience, which was surprising as I hate buying cars and usually start out with a bit of an attitude. That didn't rattle them at all. read more

I recently purchased a Lexus IS 250 from Hendrick Lexus Northlake. This is the first time in years that I have received such excellent customer service from the entire staff. Upon arriving at the dealership I was greeted not once but twice by Sales Manager Jamie Camilo. I did not find out who he was until later on but he made me feel extremely important. As a matter of fact the entire staff was great! Milton was my sales rep and he was extremely helpful and patient with me as I pondered over if I wanted the car or not. I can't recall everyone's name and position but they left a lasting impression! It was late when I purchased the vehicle but during the entire time the staff made me feel like I was the only customer in the building until I literally was. It was such an easy and smooth transaction that I encourage you as well to make this your one stop shop. To further impress me, at the very end (as I was all set to get in the car and ask questions on how to operate all my new gadgets) there was Tyler Marovich there waiting at my door to show me. What a very nice surprise! It was so late that I was tired and sleepy but not Tyler. He was on top of it! He pointed out every feature the car had and he talked and walked me through every step. Tyler is the best! I was so impressed. Tyler even went a step further. As I started the car and prepared to leave he said to me 'if you get home and forget anything I have explained to you or you need a refresher please call me and I will come out to your home!' WHAT I thought to myself. Who does that!!!!HLN that's who! Tyler and his HLN family is the best!!!! Allison B. Charlotte NC read more

Bought an LS460 over the weekend from James(Sales), Kevin(Financ), Jamie(Manager), and Nap(Tech) and had an awesome experience. The overall professionalism at the dealership was excellent-starting from the greeter at the door to the sales, finance etc. I was very impressed with the way James focused on my needs rather than his need to sell me something. This is something of a rarity now-a-days. James passion to sell the Lexus cars came through loud and clear. Their focus to make sure that I left the showroom very happy and satisfied is rare in auto salesman. The manager's approach to the overall sales process was a pleasure; something I did not see elsewhere. His final stroke of making me very comfortable in a stressful negotiating situation by coming to where I was sitting rather than taking me into an office was awesome. Kevin's professionalism in closing the deal financially was excellent. Very clear in communication and patient. No undue pressure. I paid exactly what I wanted to pay for the car(and nothing more) Nap showed us every aspect of the ccar. His infectious excitement was great; making me feel more and more confident that I made the right decision. He knew the car really well and answered all the questions. The overall staff made sure the car had everything it is supposed to have before letting me leave the showroom. All of them made me feel and treated me as though I was buying a $100K car and not a certified one much lower in price. That is impressive. Car is great. Just drove 400 miles this weekend and it was a great pleasure. thanks for creating this experience, read more

During my search for my new 2015 Lexus IS 350 F-sport, I gave many dealerships the opportunity to earn my business. Located in the monroe area of North Carolina there are not any convenient locations per say so I gave them all a try. I sent emails to Hendrick northlake, Hendrick Charlotte, Lexus of Raleigh, Lexus of Durham, and lexus of greenville. Out of the five dealerships, the two Hendrick locations worked hardest to earn my money. I spent the course of 2 weeks going back and forth over emails with 4 different sales personnel as one dealership insisted I just call them which wasn't how I wanted to discuss the price of the car. Northlake was able to offer the best trade in value for my vehicle, with me only providing a vin number and a picture of the car I was trading in. As well as offer me the lowest price for the exact vehicle I was looking for. Without me driving in or spending hours going back and forth with sales managers. I was able to bring the price of the car to what I was willing to pay for it from the comfort of my home. Once we agreed on a price, I drove to the dealership, arrived about 5:15pm and drove out with my new car a little after 8:00pm (took a while to go over all the awesome features with Mark we had fun gabbing about it all to. lol) Carlos Diaz my salesman and Mark Albano the technology specialist were extremely helpful and nice to work with. Ed McCreery north lakes sales manager put the final touches on the deal to make it happen. I certainly recommend stopping by Hendrick lexus of Northlake in search of your next lexus. read more

This was my first Lexus Purchase and I was told by friends that Lexus sales staff does not pressure you to make a purchase as their vehicles sell themselves. She was exactly right! I had looked at a Lexus GS350 a few weeks earlier and though they kept in touch with me, there was no pressure. I finally returned to make the purchase and I have to say that though the process took a few hours I can't recall ever being treated so well at a car dealership! I had not purchased a vehicle in 11 years so needless to say I was very nervous. The sales process was very thorough, detailed, with all options presented and clearly explained. The hand-off from one team member to the other was a very smooth process. From Walt in Sales to TC in the Finance Dept, it was a great and personable experience. I must say the best part of the evening was the delivery of the car. I was expected to be handed the keys and sent on my merry way home to read the dreaded operation manuals. Instead I was handed over to Tyler, their Delivery Specialist. What an awesome experience! I have never met someone with such poise, mannerism, patience and passion for his job! There are so many features in this car and he took me step by step through all of the key features with a smile and ensured that I was comfortable with everything. Not once did he appear to be in a hurry or impatient. I was truly impressed and still in awe!! Hats off to the management and staff of this dealership for providing such superb services and making me feel like such a valued customer! read more

This dealership is 5 stars all the way! My sales rep, Milton Jackson, was super knowledgeable and attentive. I told him what I was interested in and he was always right on the money when he selected vehicles for me to test drive. There was never any pressure to go bigger and better and newer than what I wanted. I ended up falling in love with a 2016 model that was 25k over my frugal budget all on my own! I was there 3 hours after they closed signing papers, and no one was making me feel uncomfortable for keeping them there that late. My car was cleaned and rolled into the showroom to top with a big red bow for presentation, too! The guy that cleaned it even came over and said hi and that he would leave word that I'd be back the next day to get some interior treatments done. I wish I'd caught his name. The finance manager, Joe Delvecchio was on top of everything and very personable. He explained everything in fantastic detail and made signing a breeze! The Technology Specialist, Dave Wagoner, stayed late and met with me after signing. He explained the electronics in my new car and we set up a time for me to come over the next day for an in-depth tutorial on all of the technology. He has continued to check in on me to make sure all of my questions are answered and to remind me that I can always call if I need something. Very cool! This was hands down the BEST car buying experience I've ever had! Red carpet treatment for sure. Thank you! read more

Our experience at HLN was outstanding. We travelled two and a half hours out of our way to deal with the dealership, but it was worth the trip. From the pleasant and welcoming greeting outside the front door as we arrived to the superior expertise of Tyler on our exit training, we felt like a valued customer. My husband was tense at the beginning of our sales experience, but the cool, self-assured, and accommodating manner that Mac, our sales representative, possessed quickly relaxed him and put him at ease. Mac was the consummate professional. He loves Lexus, especially the ES, as much as we do, and it shows. He not only knows Lexus, but we found him to be quite interesting and knowledgeable on a variety of subjects. Mac stayed with us throughout the process and made a special point to see us outside before we left. He made us feel as though he really cared about us and our satisfaction with the buying process and the purchase. Greg was the F & I representative that we dealt with, and he was also professional, knowledgeable, and personable. We also appreciated the many visits made by Jamie, the sales manager. Again, very professional and approachable. Last, but by no means least, was Tyler, the Delivery Specialist. What an enthusiastic, energetic, knowledgeable, and delightful young man he is! Not bad on the eyes either! If only you could package his personality and market it..... read more

The staff at Hendrick Lexus Northkake is amazing! Their customer service was the best I've had in a very long time and the best ever at a car dealership. This was my first experience with Lexus and because of such a great one I have no reason to go anywhere else. Chad Milner (car salesman) was friendly, personable, and answered all of my many questions appropriately. I walked into the dealership not planning to leave with a car last Friday, but needless to say I left with one! Chad explained everything and sat down with my dad and I to go over pros and cons of leasing, buying and trading in my old car. He was very accommodating and not pushy at all! I even loved the fact that the manager of the store came over to chat with us and offered his personal experience with Lexus. Then after purchasing the car, Naphtali, the car specialist was great! He made me feel comfortable taking my new car home and understanding most of its many features. I was thoroughly impressed! I even went back the next day with questions and he did not hesitate to come back out and show me what I had missed! Hendrick Lexus Northlake is amazing, professional, thorough, friendly, and extremely knowledgeable about their cars. I will definitely be recommending this place to family and friends. Thanks for making my experience more than I ever imagined! I am absolutely in love with my new IS 200t! Courtney W. read more

Excellent customer service -from front desk, to Woody our salesman to Mac our tech guy, We were dreading looking for a new car as we hate going to dealerships where they attack you at the door and chase you down if you leave without purchasing. This was the exact opposite experience. We started our 3 day car shopping experience here and ended here on Saturday with a wonderful 2016 RX. I highly recommend going to this dealership if you are in the market for a car, it will be the most pleasant experience you can hope for. From the charging stations with an array of power cords, to the friendly folks at every turn, to the no pressure environment. I left feeling good about the experience. I have to go back this week for some window tinting and car care package and I am actually looking forward to it! They have workrooms where I can sit quietly with my laptop and work while the car is serviced! I also need to get some more help on operating all the features and plan to go to their Saturday morning breakfast in a couple of weeks to learn more about my car. Mac our tech guy even offered to come to our house to pair the garage door opener with the car! We could have stayed and learned about everything with Mac on Saturday, but had a engagement. Great experience plus we got the car we wanted! I can't say that has been the case in past buying experiences at other dealerships. read more

My anxiety trying to find a new car was sky high! Carlos Diaz at Hendrick Lexus Northlake put that anxiety to rest with amazing customer service, answers to all of my questions and making the best use of my time. I thought I was going to experience a brutal, time-consuming negotiation, but my experience was just the opposite. He was professional, knowledgeable and able to complete my transaction in such a short amount of time, I couldn't believe it. I honestly couldn't have asked for a better experience. Because of my busy schedule, Carlos was able to schedule the delivery of my vehicle on a day that was appropriate for me (they even opened up early, so I wouldn't have to reschedule an appointment). Brooke, my delivery specialist, walked me through all of the options I chose on my car and even researched a question I had regarding an option. I was very impressed that she took the time to research the question and get back to me with the correct answer, rather then giving a wrong answer. If you are looking for an amazing vehicle at a great price, make an appointment or stop on by, they are full service and you will understand that Hendrick Lexus Northlake provides quality customer service even after you have purchased your vehicle. The personal touch of a handwritten letter, thanking me for my business was beyond expectation! read more

This was a great experience for me. I drove from Winston-Salem, NC because their selection was second to none. We where involved in a accident that totaled our 2002 Lexus. I went to every dealership in Winston-Salem and Greensboro looking for a used ES350. Northlake had so many to chose from with low mileage. Prices where great as well. Our Salesman, Cody Goodman was awesome. He helped us with all our needs and even helped me with directions around Charlotte. I didn't go to Northlake prepared to buy a vehicle that night. Just went to look. So i had no checkbook. Once I looked at the car I went to look at I knew there wasn't any need in looking at anything else. Cody worked out my deal and even had my ES350 delivered the 1.5 hours to my house the next day. The next day Technology Specialist David Wagoner delivered my car. Spent a good 45 minutes going over everything thoroughly with me. David was very knowledgable of all the cars features and he also gave me his cell number if I needed anything. Of course I had to call and ask a couple questions later. My experience was awesome with Northlake and will probably be towards the end of summer to purchase me one. This one was for the wife. read more

This is my second Lexus purchase, but first from Northlake location. I walked in with my husband just to view the GX interior/exterior colors as I had been shopping online; however, the ebb and flow was so good from the start, we continued the full process to purchase/delivery. It was so simple and easy from the start -- Brett was very informative and ensured the sale was confirmed but did so with no pressure; he was direct for understanding our car needs and financial goals. He stated they would review the details and make their best offer out of the gate, and he kept his promise. . Brett's management and finance leads were personable, thorough, and had a no-hassle mentality -- all were fully focused on our customer satisfaction. On delivery is my favorite part of the buying experience with Lexus, and Nap was great wth the technology overview and ensuring I was comfortable driving off the lot. He also ensured I knew he was available for more technology training or questions in the future. HLN offered the complete customer experience of high personal touch, outstanding product and product knowledge, and exceptional customer service across the end-to-end process. Many thanks! read more