I cannot say enough good things about my experience with Lexus of Orlando, especially Service…read moreManager James Allen. I brought in my Lexus NX because one of the seatbelts had completely snapped and another was beginning to rip apart. It's possible the wear came from the tension of having two car seats installed over the years. My Lexus is approaching 10 years old and is clearly outside of its warranty, so I didn't walk into the dealership expecting them to simply replace everything for free. I really just wanted to know what could be done, especially because I believe something as important as a seatbelt should last longer than 10 years. From the moment James Allen became involved, he took the situation incredibly seriously. His first concern wasn't the warranty or who was going to pay for the repair--it was the safety of my family. He refused to let me drive away in the vehicle with compromised seatbelts and immediately put me into a loaner so my family would be safe. What impressed me most was what happened next. Since the vehicle was technically out of warranty and the seatbelts were no longer covered, James could have easily said, "Unfortunately, there's nothing we can do." Instead, he went above and beyond. He helped me get in contact with Lexus corporate to see if there was anything they could do to assist. Lexus corporate came back and essentially said, "We value you as a Lexus customer, and we want to take care of you." They agreed to cover the replacement seatbelts AND the labor in full. That is customer service. Anyone can take care of a customer when something is under warranty. What shows the character of a company is how they treat you when they technically don't have to do anything--and Lexus stepped up. This experience reminded me why I bought a Lexus in the first place. Lexus of Orlando took my family's safety seriously, James Allen went above and beyond to advocate for me, and Lexus stood behind their product even as my vehicle approaches its 10th birthday. I highly recommend Lexus, and specifically Lexus of Orlando. You can trust that this team genuinely cares about its customers. As my NX gets closer to its 10-year birthday, I know the time is coming to trade it in for something new. After this experience, there's no question where I'll be going. I'll definitely be back at Lexus of Orlando. This is what you get when you buy a Lexus.

I sent this to the gm VSousa@penskeautomotive.com with no response…read more Good evening, My name is Emily Reynolds, and I hope this email finds you well. As a long-time Lexus enthusiast who has owned several vehicles, I am quite disappointed with my recent service experience, which is the reason for this email. On June 19th, I purchased a brand new 2026 Lexus IS 350, which included an interior and exterior ceramic coating, a sun strip, and all-around tints as part of the "We Owe You" package. However, when I dropped off my vehicle on July 3rd, I was informed just two hours later that the tint technician no longer worked there. I had to wait and eventually reschedule. Tyler, who has always been fantastic, arranged for a valet service, and on July 24th, my vehicle was picked up. I was told I would have it back on Monday, which I was fine with. On Friday evening, Anthony Jones informed me that my vehicle was ready for pickup. I mentioned I might pick it up on Saturday, but he was supposed to call back to confirm and never did. On Monday, I called over three times seeking confirmation regarding when my vehicle would be returned, only to be told it might be Wednesday, along with a reminder that a loaner was provided for such delays. Deciding around 5 PM to retrieve my vehicle, I drove over an hour to the dealership. Unfortunately, I was not attended to by Anthony, who was supposed to be my contact while Tyler was out. Instead, the receptionist had me sign off on the vehicle, which was waiting outside, and I left. While driving, I noticed that the windshield appeared oily. I attempted to clean it the next day using water, soap, and ammonia-free glass cleaner, but nothing worked, leaving me with a cloudy windshield. Upon further inspection of the tints, I was shocked to find scratches and numerous bubbles on the side and back windows. I am truly disappointed with my Lexus experience and the significant inconvenience this entire situation has caused. Please reach out to me so we can resolve this situation.