Its been impossible to reach the service center by phone. I simply want to check on the status of my vehicle and when I can expect to pick it up and I have been ghosted and redirected all day. The employees at the dealership arent even able to reach anyone at the Service Center and act as if thats normal?? Terrible customer experience - whats the point in having a phone line if you wont answer it?

Crooks, destroyed my car, took engine apart without estimate, Dmv investigate and confirmed. Tried to charge me 8k. Have had the car since Sept of 2020, its now 7/21. If you value your car out of warranty DO NOT bring it here go to Greenwich. Research New Country on BBB not lexus just New Country and you will many similar stories. This company is bad news. Think twice before buying new or used cars from them

Staff was friendly but wasnt much help. I went in for a tailgate issue and to this day I still have the same issue. My tailgate is opening with no problem, however at times it doesnt want to close when pushing the button on the rear door. I even showed the service advisor the video I had of the tailgate malfunctioning. The service advisor himself was very friendly and welcoming. I sat for about an hour and the service department was telling me that Im all set and ready to go. I was told the tech, service manager and the shop foreman all looked at my vehicle and nobody could see anything wrong so they just decided to recalibrate the system (basically a factory reset). I was also told that I shouldnt have anymore issues but if I do dont worry because it was covered under warranty. I know theres a warranty on the vehicle but that doesnt mean I want to keep dealing with the same issue. Here we are weeks later and Im still stuck with a messed up tailgate. I understand its not anything that affect the engine so to them it may not be a big deal. My husband and I just purchased the vehicle in July so we decided to take it back to the location it was purchased from since it was only 3 weeks ago that we took it home. Sadly, this service department did nothing but gave me a half decent car wash, wasted my gas and wasted my time. I dont plan on returning back to this service department.

Went in for oil change. Waited.. maybe 1 hr. Super friendly, very professional and quick. Always take the LS to New Country. Only the best for the best!!

Excellent service, very honest people who work there. Highly recommend!

The team at the Westport service location was amazing. I could tell they had it together thier customer service and direction was on point even through this covid and they all wore masks and still had snacks (individually wrapped ) available!!!! I was in and out for my service and they took care of me per usual! I actually look forward to getting ny car serviced everytime!

I always come here to get my Lexus serviced and system updated. Najie always helps me and the customer service is by far A1 every time. I wouldn’t recommend going anywhere else!

Great service and great sales department

Food is always good. Sometimes the order is wrong and shorted on nuggets almost every time. All the staff is polite.

I’m pi....d with today maintenance.It took more 1:45 minutes.Car should be detailed.Inside was not touched, outside was just watered and left wet.Furthermore car has a scratch over left wheel.Lexus shame on you....We leased 2 Lexuses in 1 month we would expect better service....

Had the pleasure of working with anthony caciopolli today in the collision center. i had many questions. anthony took the time to answer all my questions thoroughly, was professional and very friendly. i would highly recommend anthony!in addition, since purchasing our car, we have worked mostly with kris but recently worked with leo and jeff as well in the service department. every time i bring my car in for service, i am always impressed with the customer service i receive! i am always given a call in a timely manor about the status of my car and given a thorough explanation of the work being done as well as a heads up about future work that may or may not need to be done. i never feel pressured nor ever feel like i am being duped into getting unnecessary work done. its good to see that there are still places that truly care about their customers. highly recommend!!!!!!

Scheduled a routine service appointment for my Lexus, awful experience all around. The staff are unfriendly and dishonest, the manager of the service department doesn’t return calls, the mechanics did not perform the full service due( but charged me as if they had) and they recommended repairs that weren’t necessary (validated by 2 outside parties). I complained to Lexus corporate- what a black mark on their brand to have these clowns operating an ‘authorized’ service department. No thank you! I’ll go back to buying German vehicles, from dealers that know how to spoil their customers- not spoil the experience.

Clean, efficient, with a very courteous and professional staff.

I would like to comment on my recent service experience, I have an older LS and was having a handling issue, Rich was my service advisor and was very professional yet still made my visit feel like I was talking with an old friend, he has that way about him. I also met the service manager Ken, who was walking by, said hi and led into conversation. Ken as well made me feel like I have known them for the last 20 years. My vehicle was repaired and felt brand new again! Great job Lexus of Westport Service!

I should have upgraded this review a while ago.The general manager reached out to me immediately after my original post to make sure that my concerns were met.The detailing issues were addressed quickly and I believe they have updated their procedures to address the types of issues I had encountered...It took a little while to get to the bottom of the tire pressure issue but they kept the car through the weekend to monitor and see it drop. After remounting the tire and changing the valve the pressure in that tire has been perfect.They could not have been more reactive to identify and remedy the issues. As I said in my first post I have always been impressed with their service in the past and look forward to working with them on future maintenance items...I have used this service facility for many years with 2 different cars. I have always been impressed with their performance and professionalism.I have changed my views over the last few months and think that they are slipping well below the levels I have experienced in the past.I had multiple issues with a full detailing that was done and was told about resolutions that were never followed up on. Multiple staff members dropped the ball. I tried to use their text system to gain resolution to no avail. Became fatigued and did not further follow up.Now needing to schedule a 3rd visit for a leaking tire which was purchased from Lexus as a set of 4. During a routine servicing I was told there was no issue. Continued to leak. Returned for another another appointment and was told the master mechanic tightened the valve stem and should be all set. Still leaking...I write this review only because someone there should be aware that things are slipping and I think with proper focus and communication they can return to being first rate...Will be ready for another car in about a year and will consider other brands with service centers in Fairfield...

This is top notch service, they intentionally make you feel the value of being a Lexus owner. I get a free car wash every time i go in for an oil change.The waiting area is clean and comfortable and the Starbucks station and pastries! are worth the wait!

They break the mold as far as service. These guys are not your typical dealer rip off service center. I came in with a faulty parking break warning alarm and was ready to dig into my pockets to get fixed. Their tech. Luis fixed it on site and explained what the issue was. They initially stated up front that I needed a diagnostic for about 200 bucks. Since Luis fixed it the service manager Jason told me no charge and would I like it washed. These guys (Luis and Jason) were awesome. It definitely changed my opinion of a dealership service department. I will be back.

My experience with New Country Lexus of Westport has been great for the last five years. Most recently, I had a particularly incredible experience at their service department. Jason - who was great from beginning to end - HELPED FIND MY WALLET THAT I ACCIDENTALLY LEFT IN THE LOANER CAR!!! He called me at least three times, trying as best he could to find it. It is a testament to the kind of employees at New Country Lexus of Westports service department! Jason is GREAT! Catherine from Ridgefield, CT

Attentive as always!

The New Country Lexus of Westport Service Center is comprised of an incredible team that is willing to go above and beyond to ensure that the customer is more than satisfied.Ken Esposito is a top notch manager who puts the customers needs first. You can tell by the way Ken treats his employees that his attitude towards customers would be even better; a true team leader.Its rare to find a Service Center that is as good as the dealership itself, but New Country Lexus of Westport seemingly integrates excellent customer service with impeccable turn-around time while always appearing more than happy to do so.I could not recommend this service center enough. Enjoy, and many thanks to the entire team.-Cam

I cannot say enough great things about Kenneth Esposito and his team. My IS250 had a special 9 year warranty for engine misfire. Since my car had only 68k miles on it this issue did not come about until 2 months after the warranty expired. I was looking at thousands of dollars worth of repair. Ken went to bat for me with Lexus and got them to honor the warranty! I cannot thank him enough. I have my car back, she purrs like a kitten and was spotlessly clean as well! Thank you, thank you, thank you Ken and team!!!

Its not often I feel compelled to write a review, but the service crew @ New County Lexus in Bridgeport was unparalleled in their exemplary service. Our RX350 broke a rear axle on our way to Cape Cod from our home in NJ and we wound up being towed to their service center late in the day on a Friday. No way to start your summer vacation. We were promptly put in the capable hands of Cristian who immediately put us at ease and managed to make a rather stressful situation not only bearable, but dare I say, almost enjoyable. We were back on the road by 10:30am Saturday.Kudos to Cristian and the entire Lexus Service Team.. a job well done !!

Ken Esposito was extremely helpful in getting the headlight covers replaced on our 2015 Lexus. Lexus would not have agreed to the replacement without Kens diligence. I am very pleased with the service department of New County Lexus of Westport. They are always courteous and helpful. I wouldnt think of having my car serviced at any other place.

Stopped in without appointment for a low tire. Immediate attention, as always, super nice people to assist . There was a nail in the tire. They patched it and I was out of there in 30 minutes for 20 dollars. Got the car wash, good coffee and a snack as well :-)I was very glad I took this simple thing of a low air notification right into the Lexus service center and I was relieved!

Was awesome

My mother purchased her Lexus from this dealership back in 2002. She was very particular about who she did business with, very savvy with her money, and took excellent care of her possessions. She trusted this place to care for her car, and after 15 years it is still pristine! The service department at this dealership really made that possible. Starting in 2014 I started to have direct interactions with that department when I returned home to Connecticut for work. I would take the car in for her regular servicing. They were always pleasant and attentive, and because of her VIP status, would give an excellent, free, loaner car! The job done was always 1st class. After Moms passing in early 2017, I continued keeping her service appointments as I attended to her estate over the subsequent year. I really got to experience their excellence and courtesy on an even higher level! Jason Cogoni the service consultant, and Luis Nieves the head mechanic, represented Lexus well, going beyond the call of duty in diagnosing and fixing 2 different issues I was having with the car. They also kept the costs way, way down! Both were extremely personable, and really took time to listen to me describe the problems I was detecting. They got everything fixed quick and well, and provided a relaxed, hassle-free experience through every step of the process. Two great hirings, Lexus!!

I had a very unusual situation where my trunk went off the track and would not close. I called the Lexus dealer they told me to come on in and 10 minutes later the car was ready to go and all complimenty It was a real pleasure on a cold evening to be treated so warmly. Thanks Justin and team

Customer service is terrible .The way they handle it absolutely awful .I had couple problems with my car and never get it done right by them .I had to go outside pay outOf my pocket while my car was under warranty.they are not helpful at all .

Recently I dropped a Lexus off for a detail and 25000 mile service. I was away for vacation and gave them a full week to get the job done! I was very specific about when the car gets detailed to have the wheels taken off and the brake dust removed from the rims. I came back to see the car was detailed but the wheels was not done like I asked! So I brought it to the service advisors attention the person told me to bring the car back the next day in the A.M. They let me know that it would take only 30 minutes. Personally I was in shock that it would only take that long but I said ok. I had gave them over an hour extra just to be certain that the job was done right. Pulled up and from a far the job looked done. Get closer it was not done! I was going to let it go but I wanted to point it out to my girlfriend and a worker named Edward. He was very understanding and wanted me to be happy! So he brought me inside I spoke with another service adviser. They took pictures and said the original service adviser would contact me the next day by a certain time. To summarize this story quickly they did not call me. I called and wanted to speak to the manger and he was not in the office so I left a voicemail followed by a call to the Lexus dealership letting them know how I was not happy at all. Rick a sales manager said give him a hour. With in the hour the service department manger called me and said they will come get the car and drop off a loaner! When I got the Lexus back the wheels was perfect like I expected when I came back from vacation!I just want to say thank you very much to Edward (service valet),Ricky the sales manger and the service manager Ken. Honestly the staff over all is great people just this fell through the cracks one to many times.As for the detail was great I was so stuck on the wheels it took me a few days to realized what was done during the detail job. The had cleaned the car to perfection! They conditioned the leather along with making whole inside to new! As for the outside that was done to perfection. They even touched up the rock chips in the paint! They even did the engine! Thank you to the person who did the amazing job! Will do again in the summer time!This would have been a 5 star review if I didnt have to do all that extra calling and complaining!

Greeted immediately upon entering. Helped by Liza Martinez who always gives the customer that extra personal touch. Later received an introduction by Paul-Michael, and then by my service coordinator Jason Cogoni who helped me understand my potential repairs of a flooded engine. This service center is a five star facility and I am pleased wth my service every time. Even with my unfortunate event they made me leave with a smile and a hug too.

My daughter got her very first car from here. Very professional environment but still family oriented sales man. They made my daughter feel comfortable enough to buy her first car there. Very impressed with the car she got Ill most likely buy a car from there too.

Got a car!

Excellent service unlike Tri-County Lexus of New Jersey which was absolutely horrible. These guys know how to tend to their customers and ensure their concerns are addressed. Jason was an excellent advisor who truly cares about the customers satisfaction.

My husband has taken my car to Lexus for me on numerous occasions and always had great things to say. I took the car once and can agree from personal experience now. My husband is black and was not treated unfairly or inappropriately at all. Highly recommend Lexus of Westport.

Very nice experience. People are friendly and my car service went smoothly. I like it.

Where to begin… I call in for a simple oil change, leave a message to call me back to schedule a time and I get no callbacks. I brought my car for a 35,000 mile check up and I get it back with a big crack in the windshield, they deny that it was their fault and when I had to pressure them to fix it, they gave me an aftermarket windshield and replaced my town parking sticker over the name brand to cover it up. I had to consistently ask to escalate to the manager to get a Lexus OEM windshield which they eventually did. I’d have an easier time getting through to the CEO of Toyota than him.I also got new tires from them and they never balanced or aligned them (or even asked if I wanted to) and my tires ended up wearing out very quickly and I had to replace them.Another time I brought my car in and they checked my brakes and told me I had 5 mm left. 1000 miles later when I brought my car back and checked my brakes again they told me I had 3 mm left. Turns out that mechanic didn’t even look at my brakes first time. I also learned that he has a history of sloppy work that constantly has to be repaired by other mechanics. I don’t know why I kept going back to this place just because it’s conveniently located. I love Lexus, my family and I have purchased probably 12 cars over the years from Lexus. Now I’m reconsidering Lexus altogether. I didn’t get for service like this I used to go to Greenwich Service center.

I had a terrific experience at Lexus of Westport service department. The staff was attentive, especially Jeff King and the wait time was minimal. I met the service manager and he was very nice as well. Car was cleaned and will definately return.

Walked in there with my bf so he can buy a car, we were greeted so nicely and they even offered us something to drink. The salesman (Kwesi Osafo) and people in there were so professional and polite. I am glad my boyfriend purchased his car there. Definitely coming here to purchase my car soon!!

EXCELLENT SERVICE AND PROFESSIONAL STAFF! CUSTOMER CARE IS WONDERFUL...

Bought a used 2011 LS460 online in Arizona. Only came with 1 key. Called New Country Lexus and order an additional keyfob through the VIN number and scheduled service. After waiting for an hour, the service rep comes up to me and stated the new keyfob cannot be programmed into your car and you might have a loose wire or a bad oscillator. Quoted $170.00 for diagnosis plus and then whatever parts and additional labor at $170 an hour. Declined to proceed further and left. This triggered a series of events that consumed my life for six days including fighting with the dealership in Arizona that sold me the car. Took it to another dealership and found that New Country Lexus sold me the WRONG keyfob. The mechanic / technician couldnt even check to see if parts department sold me the correct keyfob (type is printed on the board inside the case) and wanted to charge me $170.00 for diagnosis and another $2000 to fix a bad oscillator? I expect so much more from a dealership that is supposed to be experts. I had a bad vib from the service rep. I felt he wasnt being truthful. I was right. This prevented me from paying for the diagnosis and continuing with this dealership. Glad I did. The parts department to the service department - One colossal failure

I feel that the Lexus service department in Fairfield has declined. I have bought more than several cars over the last 10 years thru Lexus and have always been impressed by their service department. I recently moved to the Westchester area and still continued to go to this service department in Fairfield. My last several trips there have been disappointing. The once older staff, who were professional and friendly have been replaced with a younger staff and I have to say that their professional eagerness to help, along with a friendly smile with a can I help you has gone out the door. I have had several small issues with my car this last visit and I was very disappointed by the way things were handled. I had to make 2 trips back from Westchester just to get things taken care, because they were not handled correctly from the first visit, which was really an inconvenience and the way it was addressed was not acceptable. I have since contacted my service rep and left a message as well as one of the managers and neither has returned my phone calls. Very disappointed in the service department, this will be my last trip to the Fairfield location.

This review is solely for the New Country Lexus Parts Department. Peter, Jephrey, & Jeremy. They are extremely friendly, knowledgeable, professional and patient when inquiring or buying Lexus parts. They do their job and they do it well! I gave them my vehiclesVIN number and they checked vehicle fitment and also give me the avaliblity for the parts I need! Happy to say I use New Country Lexus of Westport Parts (Technically in Fairfield, Exit 24) for all my Lexus parts needs. Keep up the good work and I look forward to doing business with you in the future!

I had bad experience today. First of all I waited two hours for oil change only. Also they charged me more than usual so I don’t recommend this dealership at all.

Very good maintenance there. Good customer service and friendly environment. It is a bit expensive but worthy.

Great service, professional people. Well designed and fully comfortable waiting area that has freshly ground and brewed Starbucks, snacks, water, tea, soda and wifi

Comfortable waiting area, quick access to a service advisor, work completed in the time estimated. Free hot beverages, cold water and pastry, but no soda of any kind.

The Lexus Of Westport Service team lives up to the standards one would expect with owning a Lexus. I couldnt be any more pleased with my experience. Ive leased with Inifiniti as well as BMW and both dont compare in their professionalism and extreme care for their customers. Service Manager Kenneth Esposito not only leads by example but goes the extra mile to ensure his customers are extremely satisfied. Michelle Pratt has taken care of me each an every time and displays true kindness which is often hard to find in dealerships. At Lexus of Westport Service department you enjoy not only top rated service but more importantly HONEST service!! I have no hesitation reccomending Lexus Of Westport to my friends or family!!

I brought my friends lexus in for a routine service today, very impressed with the professional attitude from the service mgr to, valet, i was sitting waiting and the service mgr came over and sat, had a nice chat with him, having been a service writer years back, i learned quickly its the genuine concern for people that wins hearts and minds, not how clean you get a vehicle after a service, that however is a great touch, thanks mr. esposito and all the others I dealt with today, john b. nute, Southbury, ct

Service was on time. Got done earlier than scheduled.

Never do business with these people again. I went there 1:30pm and they gave me car at 10:45pm.. took them 9 or 10 hours to get paper work done..

Friendly and supportive service. Recommended.

Ken has managed to turn this service center around in a very short time!!! Great service!!!

The best ever

It is really a very good Auto Care center. However, it is on the expensive side.

Great place to have your car service

Lexus of Westport Service Center is always accommodating. Brian was very friendly and helpful.

Good professional services for your vehicle.

This dealership service department is very disappointing, first getting a live person on the phone to discuss concerns is difficult and they lack in fixing the car right the first time .Poor managementNice clean Inviroment.i personally would prefer for them to improve in customer service.

They dont like black people worst experience ever the dont handle black ppl good at all...

Very good place to maintain your Lexus car, alas a bit expensive.

Excellent Service & Standards!

Great customer service!

Very good service.

I come here for routine services like regular maintenance and car washes. While they serve with a smile, the service is lackluster for what I expect at a Lexus service center... It took an hour to get a car wash because they forgot about me and theyve made other mistakes they dont own up to, make up for, or even seem to care about. Im done with them and will drive the extra 10 minutes it will take to get to the next Lexus service center....

Very pleasant and welcomed experience.

Richard Guerrera was awesome to work with *****

Awesome staff and great service!

Staff is friendly, Services is fast!

Good overall experience

Great service

Great service

Great service

Great service

Superb service

Had a tune up