Update: I was really surprised the service manager contacted me after this incident, and I'm really glad at the top level the management actually cares about the customer! Updating this to five stars, and I will definitely keep doing business with park place lexus of grapevine! read more

Truly horrible experience with their service department. Five weeks in a row received incorrect information from their staff regarding service availability. Each time I drove to their dealership based on this incorrect information and was turned away,wasting my gas each time. Asked to speak to manager and was hung up on. They must really not need business! Looking for new Lexus for my husband- back to Sewell we go! read more

I recently moved to the DFW area from San Antonio and have owned Lexus vehicles for the past 12 years because of their service. I am so disappointed in Park Place. I have called both the Plano and Grapevine location to get a price on brake pad and rotor replacements. It takes 10-20 minutes to get through to the service department. They then transfer me to a service reps voice mail. I left a message this am and as of 3pm, I have not received a callback. I asked the person who answers for the service department if this was normal and she said "Sometimes they get busy but they try to call back by the end of the day." I would not recommend this dealership! read more

Hats off to HAYDEN, my service rep, who always goes above and beyond to make sure his customers are satisfied and leave happy. His temperament is perfect for his position given that he has to deal with so many different people and situations. Hayden really takes on our stress so we can be stress free! That's a big job for anyone --- please take note of his professionalism, thoroughness, and calm caring demeanor. "You Rock Hayden!" read more

Lexus at Park Place has lowered their standard of service from previous years. I was waiting in the service line with no other customers and my window down for a good 10 minutes while all the employees were chatting away looking at me but ignoring me. I finally decided to just get up and go outside of my car to speak to a representative. They took forever to pull the information up and when they did it was wrong but the sales rep made me wait outside and didn't even ask me to take a seat while he spoke to an advisor outside. Also, they gave me a loaner car with the license plate being wrong so a cop pulled me over and wasted an hour of my time figuring out if it was a stolen car since the license place was on the wrong car!!! The level of excellence and pride Lexus has is being undermined by Park Place Grapevine. I'd rather drive to Sewell for their impeccable service! read more

Koji in the service department is awesome! He is very friendly and pleasant to deal with and makes coming in for service a breeze. I would definitely recommend him as your service advisor. read more

So far a great place to repair you car... Nice wait area with the best coffee machine around. This coffee maker puts Starbucks to shame. I digress... Service reps are seem to be straight with you... and they do not force extra services on you. They sometimes make recommendations, but not forced... Will keep going here... Our warranty expired, but prices still not that bad. Great Service Manager.... he keeps this place running smooth! read more

My wife went in for an oil change, was told she needed 4k worth of repairs. I took car to 2 different shops, nothing wrong. They did suggest trade in. I now go to another shop were I found out from a young lady that she experienced the same thing. Thanks to this experience I'm done with Lexus. Our next car will be German and most definitely not from Parc Place! I wouldn't buy a bottle of water from that group! read more

Love Park Place for servicing! I am very loyal there. My service advisor, Eric, always keeps me updated on my vehicle, and he even tells me far in advance when I'll need something replaced / repaired (ie: new water pump or new tires). He gives me time to prepare and never shocks me the day of my visit with an unexpected costly repair. I trust Park Place and will likely never leave so long as I live in the DFW area! read more

Was told one hour for a service recall. Waited 15 minutes in line then was told 90min for service. Really disappointed in what should be impeccable service. read more

Frustrating, terrible service and communication from their body shop. LX 570 was wrecked in the front end. Has been there for 9 weeks and have been told, on numerous occasions that we would be kept in the loop and be updated on repair progress. Can not ever get in touch with the advisor assigned so we trade emails in which I get apologies and promises to keep us informed which never happens until I write an email to express my frustration a week after the last communication. Still do not have an eta for the finished product and will never use this place for anything ever again. Have asked to speak with a manager twice and both times they were in meetings with no call back. Nothing irritates me more than being told a falsehood with a smile and pleasant tone. I will update when we get the vehicle back. read more

Very concerned about the lack of communication when leaving your vehicle for an issue. This is the second time in for the same problem. They have had our Lexus for over two weeks and the only updates we receive are when we call them. About to request to get our car back and will take to another Lexus dealership hoping for a solution to our AC issue. Not to mention the issues with the so called Lexus extended warranty? Claimed it was not covered due to the policy was in grandmothers name and not the grandson. Grandmother bought car for grandson and purchased Lexus extended warranty to cover him while in college. Park Place has had car for over two weeks and still does not have a solution? Communication is all we are asking for. Feel this is a Park Place issue, not a Toyota/Lexus issue. Owner of several Toyota products. read more

This has been the worst experience I have ever had at this location. The service level was poor, wait time excessive, and speaking with Austin and service guy Paul was less than expected. read more

Is there such a thing as 10 stars,,,,should be in this case. My FAITH has been restored in Park Place Lexus!! Monday morning at 11am I will pick up a vehicle that replaces my 1993 LS400. MANY MANY thanks to Ken S. (the owner) for initiating this resolution and especially to Gary Venner (GM) for seeing this thru!! Thanks also to Troy Griffin for locating a replacement vehicle and for handling all the documentation issues End result is that I will pick up a newer LS400 at trade in value and for less than the total engine repairs were to have cost me for my 1993 model. A WIN WIN solution......I think!! Since the day he initially got involved, Gary has been a man of his Word and a true gentleman in the car business... rare qualities!! He was ALWAYS courteous and considerate from day 1, NEVER displayed an attitude, which is more than I can say about me, and always focused on the resolution rather than the previous problems We had several pleasant conversations over this issue. I can't say enough about how well he handled this situation!! Kudos to ALL who were involved at Park Place Lexus!! It'll be nice to have a dealership within 6 miles of home again! THANKS again GARY....and Park Place!!!!!! ********** A 10!! WHD read more

Got there Saturday at 5:30pm thinking the parts department closed at 6. Found out they closed at 5 on a Saturday but they helped me out anyways. They went above and beyond for me when they didn't have to. Thanks! read more

Run, do not walk, run far away. If you want to be told you need new brakes at your 15k mile maintenance visit and if you would like to be treated like you bought your road hazard policy from some vagrant on the street instead of a reputable Lexus dealership, then this is the place for you. New brakes at 15,000 miles? What the heck? "You are getting very close to the brake sensor and if you go past the sensor and it rubs through, the sensor is $250 to replace." "I am trying to save you the money of having to replace the sensor." Yes, makes perfect sense. Let me avoid the $250 sticker price of the sensor by purchasing new brakes for $1500!!!! During a different visit, two tires were losing pressure. I took the car in to have them checked. Yes, you have a problem in both tires - one has a nail that cannot be repaired and needs to be replaced and the other needs to be repaired. I was told if I had road hazard coverage, both items would be covered. Great, I do have that. I later received a call from the service rep informing me I did not have road hazard coverage. Which I then informed him that I had called the dealership that I purchased the car from and verified the policy number and the name of the company the road hazard policy was with. The service rep said he would check in to that. When I returned to the dealership to pick up my car, the cashier said I would need to give her a credit card number so that just in case the policy did not cover the costs since it was a company they did not have a history with, I would be billed for the amount of the repairs/new tire. So, just because I bought my car from a different dealership (which was on purpose because I did not want to buy it from Park Place after shopping there) and purchased the road hazard coverage that was with a company they did not have prior transactions with, I was expected to leave a copy of my credit card on file and authorization for them to charge whatever they felt was necessary? NOT! These are just two examples of my experience at Park Place Lexus. This place is 5 minutes from my office and convenient is an understatement. My next maintenance visit will be at the dealership across town. Oh, and my car now has 26,250 and my brakes work just fine and I still have not rubbed through the sensor! read more

My experience at this Lexus dealership has been absolutley mediocre to say the least. I had lost a remote control key and dropped my vehicle off on Thursday to be replaced. This 45 minute process was apparently much to difficult for this "busy" Lexus Dealership to handle. I inquired about the key again, only to be told I would get the key Monday. Monday comes and we are trying to get information about pickup. We continually got to talk to the unintellegent representatives who were unable to give us a straight answer. After arriving at the dealership at 2:30 PM they told us they were still "working on it". This Lexus dealership is mediocre at best, Their tvs and fancy couch dont come close to making up for the awful service read more

I've owned a Lexus for 10 years. I bought my IS250 brand new in 07. Great car amazing service! I put over 150,000 miles on it before trading it in for the same car newer year. I've had this one for 3 years. I bought it from Park Place...great staff and overall experience with easy maintenance always have a loaner Lexus for you to drive...until today. My dad has bought 3 Lexus I've had 2. The HORRIBLE customer service I received from this dealership today will confirm nobody in my family will ever buy or drive a Lexus ever again! As soon as mine is fixed I'm trading it in for a Ford truck since that's about the opposite of a Lexus sedan. I was rear ended last night and I was told they only give you a loaner for maintenance, but not body work. Being a single father working 55 hour weeks, and not having a car doesn't cut it. I pay more and have for a decade to have a Lexus over much cheaper brands because of the GREAT service EVERY other dealership has provided. I went from telling every friend to get a Lexus to now warning them against it. Why pay more when I'd get better service at Kia. I've had the displeasure to deal with. My family has spent a cpl hundred thousand dollars over the past decade with Lexus. They won't receive one more. Lexus Corporate should do some secret shopping on this location. As a business consultant in the fitness industry that's what I do first before fixing the company's problems which usually consist of firing half of the staff at one location since negativity is a cancer in a company. The people I spoke with today are a cancer to the name Lexus. read more

I did not buy my Lexus from this dealership. I bought my second and third lexus because of the Lexus service department and the Lexus experience. I have to give these guys credits because they are selling a lot of Lexus cars and SUV. So much the service department is suffering from it. I have been to the dealership I think three times for service and I feel like i am at Ford dealership. I had to have small part replaced and it had to be painted and I have an uncommon color so i paid for the part and waited for the two weeks and they called me to come pick it up. So I drove down to pick up and the service guy tried to put it on and they used the wrong part from the other side of the car. So I had to wait for two more weeks but they did not charge me to paint it this time. I took my 450h in for service for an oil change (had appt) and they suggest another service. they said it would take three days to do the service and they gave me loaner car. I came to pick up my car and was told the other service could not be done to my vehicle so the oil change took three days. I don't live close to the dealership. Lexus builds a great car and it is time for to start looking at trading my car in on a new one. I have not made to the dealership because it is out of the way and I am not sure if I want to deal with the service department again. I have getting my service back at the old dealership where I bought the car when I go to see my wife;s parents but sometimes I have 1K miles before the service is do and I still do it. Lexus needs a few more dealership in the metroplex. The Lexus experience is missing in this dealership in the service department. Everyone is nice and professional I just think they are trying to do to much volume in one place which i guess is good for them. Hard to say goodbye to my Lexus but maybe it is time. By the way the dealership is very nice in appearance. read more

I own a 2010 Lexus RX350 which started giving front bearing noise. On the advice of an independent Lexus repair shop, I contacted Park Place Lexus, Grapevine, TX to check if the car was still under warranty. The Service Dept Director checked my car records and told me that my car was already out of power train warranty - warranty had expired two days ago. However, he agreed to repair the car under warranty since it was so close to the warranty expiration date and immediately gave me an appointment to bring the car for repair. That saved me almost $1,600 and I believe it was show of a great customer focus and customer care. They took care of the problem even though I had no recourse if they had refused. Thanks Park Place Lexus in Grapevine, TX. read more

I normally don't write reviews but felt a need to write this one after recieving an email news letter about how they have uped their service. Sure they have. I bought a new ES350 from them in April. One of the reasons I bought the car from Grapevine was because of the great service I had recieved on my previous Lexus. But that good feeling ended three weeks ago. Took my new Lexus in for the first service appointment. After entering a make shift service area (construction apparently on the old space) I proceeded to wait on a service tech for nearly 35 minutes. Interestingly enough a "VIP" pulled in behind me and within minutes techs were falling all over him. upon completion of the work, I went back to pick my car up where I waited another 15 minutes for someone to greet me. All this time there were techs just standing around. Finally they get my car and then park it in a line behind a car with no driver. The other lanes were also full so I had no choice but to wait. Finally a line opened up and not one person lifted a finger to let me out. They simply stood and looked at me. 30 minutes later I left. Now don't get me wrong, I understand delays happen but what I can't overlook is the fact I bought a car from them in April ( which was not cheap) and not one person in the place lifted a finger to greet me. Guess that free service appointment doesn't come with the same level of service the paid ones come with. The sales team is great but take your car somewhere for service. Despite their funny newsletter, the service is bad. read more