By far, the worst SERVICE and PARTS department in the Baltimore, MD area. As a Lexus Dealership, you would think the Service and Parts department would provide stellar, above average performance. However, Len Stoler Lexus SERVICE and PARTS department is the exact opposite. In late July, we took our 2005 Lexus RX330 for multiple recalls to be completed. When we got to the dealership, they quoted us the service would take about an hour. As such, we decided to wait on the vehicle while the re-call work was completed. Approximately, 4 hours later of waiting, we approached the SERVICE department. When approached, the SERVICE department stated it would be another 30 minutes or so before the re-calls would be complete. We continued to wait the additional time. After about 45 minutes, we approached the SERVICE department AGAIN. The re-calls were finally done, but they NEVER came to let us know the car was completed. Also, during this visit, we ordered a new rear window for replacement. Since the PARTS department didn't have a replacement in STOCK, they ordered one for us which they claimed would be approximately 5 to 10 days to get in. So, we ordered the replacement rear window and paid for it. After approximately 3 weeks, we never got a call from the PARTS, so we ended up calling to see if the window came in. They confirmed the window did come in a week or so previously, but never cared to contact us. By far, this car dealership has the WORST customer service of any other dealership we have experienced. We would not recommend to any other customers. read more

Brought in 2010 Lexus. On a 4-year-old vehicle had to replace both rear Drums?!?! Frustrating, but what was worse is that Lexus corporate didn't want to help out at all. If they paid half, I would have gotten my next four cars from Lexus. Chris was helpful. D.J. Johnson was rude to my wife, and a bully over the gas level in rental the car. The gas was down about $5 when she brought it back, and she had to leave and get gas and then bring it back. great service DJ. Listen, Lexus probably doesn't care about us, we are just one family, but a four year old car should not have to have both drums replaced for $1400! and that was with the friendly discount that Chris gave us. No more Len Stoler for us. period. read more

My mother, Evelyn, has always been a long term buyer of Lexus vehicles. Recently she purchased her first pre-owned Lexus, but FOURTH car from the brand. It was her first time experience with Len Stoler Lexus and her sales consultant was Sam Cambridge. I am writing this review on behalf of my mother because of Sam's exceptional help during her purchase. Not only was Sam respectful and knowledgable, but she really took time to listen to everything my mother was looking for in her RX350. It is so hard these days to find service from people where you don't feel like they have an ulterior motive. This was just the case during this purchase. My mother left with a great deal on her pre-owned vehicle with great warranties and deals with maintenance. Give Sam Cambridge a try and you'll be just as satisfied as my mom. read more

I purchased a used auto from Len Stoler Lexus in Owings Mills, Md in December, 2016. My salesperson was very good - Samantha. She handle the sale very professionally and addressed every question and issue I had - A+! Unfortunately "Sam" has left the dealership. I also have to give credit to Mr. Phil Tate, Sales Mgr. He was a straight shooter and also handled the transaction fairly and expeditously. Phil also stood by the list of items I requested be taken care of at time of purchase - a huge Thank you to Phil for his support and honesty. All in all - a positive experience and I would return and recommend Len Stoler Lexus used cars to friends and family. read more

The sales person I worked with repeatedly informed me my address on my credit report didn't match. I have never had this issue before. I felt like the sales person was working against me instead of with me. Each time I handed her a document, she took my documents to different people in the dealership like she was attempting to verify the authenticity of my documents. As the tech person was showing me the features of the vehicle, she frantically came toward me saying I couldn't take the car because my credit report was still locked. This was done in front of everyone in the area. I was referred to this sales person by another Lexus owner who came to the dealership with me. He informed me when he purchased his vehicle he received a bag full of gifts. I received a keychain and pens. The sales person informed the person who referred me that she wasn't making much of a commission from working with me. I found the behavior very unprofessional but I am enjoying the vehicle. read more

I recently took my car to this dealer to get an estimate for repairs for my insurance company. My insurance company was dropping the ball and not returning calls. Brandon went above and beyond to get the matter rectified. He updated me on my claim when the insurance company wouldn't return my calls or answer questions. By far the best customer service I have received in a long time! read more

since 1997, i've bought 6 lexus and 3 fords from them...while i wish they had some sort of customer loyalty program, i generally come back to them because i feel like i get the best deal...there are so many scams out there from other dealers...len stoler represents the best looking house in a dilapidated neighborhood... do your homework...present a reasonable deal...and i suspect you can come up with a mutually beneficial purchase...i have 9 times before... read more

1st Class Customer Service - I purchased my second pre-owned Lexus in March 2015 with Samantha. She was knowledgeable and accommodating, treating me like I was her most important client. She worked hard to get me what I wanted and made sure that all I received all the little perks that matter! I know that I can trust and count on Samantha to be honest and look out for me. You can't get that everywhere. I will always go to her first when I am thinking of purchasing a car. read more

I enjoyed every part of this process. Ellis was very personable and followed up with me even though I was very indecisive at times. When I tell you he went above and beyond, it's an understatment. I needed help getting my trade in to his office and he helped me. He was very transparent and made sure to let me know if I needed anything after buying to call him. They are very upfront and have great prices on used vehicles. read more

Spoke too soon about Len Stoler Lexus service. Was in for a major service and also had been having trouble with my horn when it gets below freezing it sounds flat not working properly. I reported the same issue past couple of winter seasons to Lexus of Towson but of course because they bring it into their warm shop it doesnt do the issue. they finally agreed to replace the horn they said about 1-2 weeks for it. Well its been 3 months they havent called me back and left messages for Mike Meagher the service manager to no avail. read more

Awesome experience! Great staff. Donté and crew were no pressure, just wanted me to be happy. I was also considering another brand. They brought over the other car that I was interested in from another one of their dealerships so I could compare. This made me confident in my purchase decision. I am now a proud owner of a gorgeous Lexus NX... My second Lexus car. They will make you feel like part of the family!! Side note... Even if it is a little farther drive, go here first and don't even bother with Lexus of Towson. Night and day difference!!! Thanks Donté, Travis and Len Stoler Lexus!! Lexus quality customer service at its finest... Much appreciated! read more

I just had my Lexus ES hybrid 2016 serviced. Kyle and Mark were very friendly , professional, and helpful. My service was going to take an extra time so Kyle offered a loaner vehicle so I wouldn't waste my time at the dealership. Mark also went an extra mile to help me set up my Bluetooth connections. Great experience overall. read more

Yelp has asked me to provide more specifics regarding my 1 star rating. I had difficulties in the service department beginning late March 2017. I was in my 3rd trimester of pregnancy and I began hearing a grinding noise on the passenger side of my RX350. The noise occurred occasionally when I was braking and turning. I was granted an appointment and then the service department informed me that the noise was due to my rotors which were replaced for over $600. Within a day or two, I began hearing the noise again and it was concerning as the noise was getting louder upon braking. Because I had a baby that week, my husband subsequently took the car back 2 additional times over 2 months and they were unable to repair the care because they "did not hear the noise." I was especially concerned for safety at this time since we were driving a newborn baby in the car with a grinding noise with braking and turning. How could they not replicate the concern? Was it replicated when you replaced rotors for $600? I received very poor customer service in the "service department" over the phone each time I returned the car. I was denied a loaner that I requested (I was afraid to continue driving my baby in the car and wanted them to keep it longer to hear the grinding noise). I was denied speaking with a service manager as well. In short, the service team at this establishment has poor diagnostic abilities and very unfortunate customer service. I did not feel like the team was at all concerned for my safety in the vehicle. read more

The reason for my visit to Len Stoler Lexus was for a pre-owned vehicle that matched the exact criteria I was looking for. I had been looking for this particular car for months and had been through several bad experiences including smoke filled cars and just plain smug dealerships. I found the car online on Friday morning and drove the car home the following night... and I live close to 5 hours away from the dealership! That's how easy this experience was! After speaking with Internet Business Manager Tina Stanislawczyk over the phone on Friday, she immediately made me feel comfortable. Tina was knowledgeable on the car I was looking for (and cars in general) and she answered all of my questions honestly and in a very professional manner. She actively listened to my concerns and worked to mitigate them instead of making me feel like I was being unreasonable. We negotiated a more than fair deal for the pre-owned car as well as for my trade-in, over the phone in less than an hour. Never did I once feel like I was being pushed into anything and this was quite refreshing. On the 4+ hour drive down to Maryland, Tina routinely checked in to make sure everything was ok. Upon arrival at the dealership, I was happily greeted by Tina who led me out to the car which was every bit the car she described to me and as I saw advertised online. Immaculate. I was then introduced to Tim Queen who took me for a test drive and answered all of my questions about the vehicle in great detail. At my request, Tim even tried to help me remove parts from my trade-in before leaving. When we were unable to do so, both Tina and Tim advised they would take care of it and have the parts shipped to me as soon as possible. Again, this is customer service above and beyond the normal realm and it is details like this that make this dealership stand out. I met lastly with Krissie Fifer who was just as kind and helpful as the rest of the staff at this dealership. Krissie handled the paperwork for the financing and transfer of car options in less than 25 minutes and had me out the door. She explained everything thoroughly and precisely and didn't try to push any unnecessary "options" on the car to drive up the price. Overall, this was a fantastic experience - how frequently do you walk out of a dealership saying something like that? Len Stoler Lexus has a great staff and a great attitude. If only all car dealerships followed their practices, buying a car wouldn't be such a dreaded experience ;) read more

I found a certified pre-owned Lexus on the Lexus website. The vehicle was located at Len Stoler and because I thought the vehicle was perfect for me, I decided to drive the 2.5 hours to purchase the car. I was determined to only by a certified Lexus. My boyfriend called prior to us going and negotiated a price and I already had the financing in place. I thought this was going to be a no nonsense transaction....However, it wasn't and eventually dealt with liars and rudeness. I found the finance manager to be the rudest person I have ever seen involved in sales.... BUT since, I knew I was getting the car and the deal I wanted I tolerated her rudeness (which was also directed towards her own sales staff). After having been there over an hour and ready to sign the paperwork... she announced (practically yelled) that since they negotiated the price that the car was no longer going to be certified. So I stated, I would not be purchasing it. I started to get up and leave. She said "Wait" let me speak to the manager. She then called him, yelled my business into the phone (for all other customers to hear)... It was that loud... and then yelled we will do the deal... We're losing money... We're losing money... I hope you're happy... We're losing money... Then the real problems: 1. They took $400 to title and tag my car (tax was seperate)... I said it was too much and she said they would refund the difference. It only costs about $50 (in VA) and I don't have my refund 2 months later. 2. They did not complete my Lexus warranty information... and I had to contact Lexus complaint line to get it done. Then a manager called me at first nice trying to "understand" the problem then the original manager called me and was really nasty on the phone... Apparently he was made to call and said "The warranty is on the car... do you have any other complaints"... Really nasty... To be honest if I was happy with my purchasing experience, I would not have written complaints and wouldn't be so upset about the $350 refund due to me... But after being treated that way, I'm not leaving one extra penny on their side of the table from me... read more

i walked away from funny len stoler business 9 years ago and now here i am stepped on the same rake again,,,, i made another mistake when i came back to lexus len stoler and purchased used 2017 lexus lx 570 for $76000. the car had a fee issues such as bad steering,alighment,brakes and worn out tires. manager by name phil told since car will be certified(extra warranty),he will take all problems,and he never did! 1000 miles later we got one of the tires exploded badly on the highway!!!! certification on this car was purchased at the time of purchasing the car,and cant complete because the open recall on the car,and parts not available,,, i guaranty when parts will be available,len stoler will tell i never paid for cpo for this car!))very poor management at this place been and it is! going back 9 years len stoler couldnt fix my audi a8 for 3 months ,telling its ok to drive $102000 car with non working climate control and frank who there forever fooling people again and again!! make long story short i have to pay out of pocket for 4 new tires and installation! and certification not done and never will be! all car dealers have very bad reputation,but len stoller is worst place to do business with!!!! they treat customers like junk,always been!!! read more

Been a customer for 15 year's plus with Russell Toyota. They referred me to Lexus since I was in search for a GS. Never use salesperson Tom Bartleman. He is a liar, nust wants to sell you a car, wpnt even answer the phone after the sale. I am writing the BBB and Corporate Headquarters. He lied about the trade numbers and the length of my lease. Never again they lost a valuable resource and customer. I e sent tons of referrals but never again. read more

I have had an eerie experience with this company. I received a phone call in mid 2014 from one of their salespeople one afternoon. His name was Phil Williams and I answered his call and he said "that Lexus convertible you asked about is here." Only trouble is, "gee whiz" I hadn't been in their showroom since 2006 or earlier. He said I had talked to him a few days earlier and asked about the car. I told him I was not there recently and I certainly never met him. I asked him to describe me and he gave an answer as 5'10"-6'. I am no where near that tall. He described me as having gray hair which I do. However, he said I drove a black Prius which I do not. He also said on a second inquiry that I was wearing a Ravens jacket. I did not get one until long after the date of the call. At any rate, I did not know what to believe. I asked him how he got my phone number and he said I left it with him. No, no, no. Either someone posed as me or told Mr. Williams to pull a practical but improper joke. Nothing funny here. How did he get my name and number? Was it a list? No one would tell me. I visited the dealership and talked to a Mr. Alan Cassell, a sales manager who was receptive, but offered no reasoning. Eric Schoenfeld the dealership manager spoke to me a few times but eventually stopped taking my calls and would not help me. I even spoke to Mr. Stoler himself and he was very unresponsive. I did speak to Mr. Williams in person at the showroom. He knew who I was, but said that he had no idea what was going on. My gut says otherwise. I made a police report for my own protection. When the officer named Officer Wolferman called Mr. Williams, Mr. Williams advised him that he did not recall speaking with me and that he did not recall the incident. Yet, I met Mr. Williams in person. We shook hands. The last time I called the dealership I was told Mr. Williams was no longer there. Letters to the dealership were ignored. I'm still wondering what happened, yet no one will tell me. read more

My experience was very good at Len Stoler. Jesse, the Sales rep was very good and helpful. Kyle, his boss, was condescending at times vs trying to work out a deal that both parties could find acceptable. I had to walk out of the dealership during a heated discussion on trade in value with Kyle. He eventually came to his senses and called me back an hour later and we were able to find a middle ground as noted above on terms. Alan Kassel the GM was excellent, as was the man I went over all finance terms and signature with ( sorry forgot his name). All in all, things worked out well in the end. Only reason this wasn't a 5 star was the initial interaction I had with Kyle. read more

I recently purchased my 3rd Lexus from Daryl Smith. The process was stress free and extremely efficient. Needless to say I would recommend Len Stoler - Owings Mills to anyone. Daryl is a consummate professional who always treats me like family. Always a great experience! read more

Absolutely horrible customer service! I called ahead to schedule an appointment to return my leased vehicle. When I arrive they say that they don't have time to help, unless I decide to buy a new car! So, for a process that takes more time you have time? No respectable dealer would ever waste the time of their customers like that. I went to Lexus of Towson and they handled everything professionally in 10 minutes!! So Lexus of Len stoler couldn't dedicate 10 minutes to a customer and wanted me to come back on another day. And I was turning in a car in perfect condition and just 12k miles. read more

wow!! tom bartleman is amazing. he explains the process of buying a new car and answers all your questions..even though it was late he was very patient and never seemed to be in a hurry. the dealership and cars are great, but when you have a salesman like tom..the experience is picture perfect. thanks so much kathleen and drew read more

This dealership was tasked with rectifying work performed at other dealerships. They located and solved the issues quickly and with a bit of penache. The accommodations are nice and the staff is extremely friendly and courteous. If you have a problem with your Lexus, go have a talk with the service consultants at Len Stoler before you decide to replace your car. read more

Called reference to a used Lexus and was shocked by the language and poor customer service I received over the phone. I wanted to speak about negotiating the price and the salesman refused. I asked to speak with a sales manager and he told me they were too busy to speak with me. I pressed and asked to speak with another salesperson and he stated that they would just tell me the same things he did. He said "I was ridiculous for asking to speak with a sales manager without coming into their dealership. If I was serious about negotiating I had to drive there and do it in person." I have purchased vehicles online before and I know that isn't true. Much less not letting me speak with anyone else in order to possibly discuss my purchase. After I requested once again to speak with anyone else, he told me everyone else was busy and I had to deal with him. I told thanks but no thanks and he hung up the phone. Funny that I am looking to spend $40k of my hard earned money and this is how I am treated...I can't imagine if I would have made the trip through DC traffic to get there and be treated the same way. I will NEVER spend a dime in that dealership. Thanks to Todd or Tedd or whatever his name was. He wouldn't repeat his name half way through the conversation. read more

I am very happy with the recent services done on my GX-470. Regina was very professional and knowledgeable. Experience was very good and I will return for future services. read more

I purchased a pre-owned Lexus RX350 from another dealer and hadn't decided where I would take it for regular maintenance. Within weeks I received correspondence from Len Stoler Lexus congratulating me on my purchase. I recently had a mechanical issue and called the service department and was able to take my vehicle in the same day. My issue was resolved in less than an hour and I was on my way. Everyone I encountered there was nice and friendly. I would like to especially thank Chris for his great customer service. While I live closer to another Lexus dealer, I have decided that I will take my vehicle to Len Stoler for service. I hope that they keep up the good service and not disappoint. read more

Very disappointed in service department. In December I brought my RX350 for check-up. I was recommended to do a couple of relatively expensive repairs and assured of clean bill of health if I do it, which I did. My goal was to keep the car for another 2-3 years and service manager assured me that it was realistic if I follow all recommendations. Less than 5,000 miles later they gave me another list for $6K. My other beef is that I was charged for diagnostics of what was wrong with A/C. I was given full check up just 5 months prior and paid for it. In fact that was the first time ever I was charged for dealer telling me what was involved with the repair. They also gave me a long list of alleged leaks which is odd considering that I have no drops, stains etc on my driveway or garage. Entire experience costing me about $3000 in repairs and loss in trade-in value and bad taste. read more

I am so over Len Stoler Lexus in Owings Mills. They do NOT treat you as a valued customer. 2 Lexus purchases and my last 2 experiences (Dec 2015 and today) have been the worst. I had an issue in Dec and the service director gave me my next service for free plus a ticket for them to wash and vacuum my car (he had said partial detail but circled wash and vac which I thought was done with each service anyway!!). Well I got my truck and was about to leave when I look down and notice the carpet is totally untouched. The dashboard and console are not cleaned. So I turn around and head back in. They tell me to wait 10 mins and they will vacuum it. So I ask to see the service director yet again and wait for over 20 mins. When I am finally let in, I remind him of why he had given me this service for free. I also ask about the partial detail and he says they should have cleaned inside windows, dashboard, console and vacuumed. I said well no they did not. We walk outside and see that the truck is now vacuumed but NOTHING ELSE. So he starts calling around to find someone to come clean it properly. WHY SHOULD I WAIT another 20-30 mins. They had my car since 9am. It is after 4pm. I promptly left, I guess I will be at Annapolis because I refuse to deal with the nonsense at Owings Mills and he owns the Towson dealership also read more

The reason for my visit was an oil change and alignment. I usually go to another dealership, however since I moved this location is much closer. I had an 8:00am appointment, I arrived at 7:57 and the doors were locked. I was rushing because I thought I was late, to arrive and find that the business was not open. Usually if you have an appointment you arrive a few minutes early so that you can be served as the designated time. However, not true for this dealership. I was told that they don't open until 8:00, confused because I had an 8:00 appointment. After not feeling welcome at all, after expressing my concerns to the service writer. She went back and forth with me disputing my unhappiness. Not a good way to provide customer service. I was contacted by an employee to address my concern and she indicated that the Service Writer was wrong and she would see if I could get a free detail. I told her that it was my intent to contact the Manager, she then said I can have him call you and I said great. Gave her my name and number, 4 days later I still haven't heard from anyone. I took it upon myself to call the Manager, I left a message and have not heard back from him either. Needless to say, they will not get anymore of my business. They made the 45 minute drive to Alexandria not look so bad after all. read more