I bought my 2017 RX 350 at the Lexus of Birmingham and we actually live in Mississippi for the time being so I needed service. Well let’s just say I’m not happy. My advisor wasn’t as friendly as I’d hoped and it almost felt like I was a burden because I had a free service with my Lexus certification and this wasn’t where I purchased my car. I also told them I had some rattling noise in my car and they determined it was coming from the sunroof so I got a call saying that it would be $150 for them to even diagnose the problem…Just to check…. Well I said no, went to pick my car back up and my advisor was at his desk, didn’t call me to let me know it was ready like I asked him to and I sat there for about 10- 15 minutes while he printed my ticket. Just not a very friendly dude. Now my real reason for posting this review is not only did they leave smudge prints on my LIGHT GRAY INTERIOR when checking the sunroof, they also left the exterior of my car full of smudges… like never seen a car wash so bad. Whatever they put on my car almost tarnished the rim around the windshield. See the pictures. Not very happy at all. I just took my car through a car wash and some of the smudges didn’t come off. Especially around the windshield.

After driving almost 3 hrs to have my car serviced the receptionist tells me the guy my appointment is with wasnt available. I let her know Ill take whichever tech is available. She sends me to see Christine Fitzgibbons who instead of paying attention to what Im telling her proceeds to treat me as if Im some homeless person begging for spare change. She keeps throwing the price of diagnostics in my face as if I didnt bring my purse in with me ready to pay. She needs to learn the importance of never judging a book by its cover, customer service skills for her brown customers, how to be quiet and listen to what is being said, and to never look down her nose at others as if she is better than them.

For the past few months I have tried getting in contact with a service advisor about an issue with my vehicle. After 6 calls and leaving messages for her I have been unsuccessful in making contact. Oddly enough I am having to make the effort to simply get my car scheduled for maintenance. Having purchased four vehicles through Herrin-Gear Lexus and dealt with them, this is very unlike past experiences. I am very frustrated with the customer care and when it comes to future purchases I very well may look else where.

My husband & I went to Herrin Gear Lexus on July 28, 2021 to look at purchasing a car. We walked around outside for 10 to 15 minutes & no salesman came out to help us. As soon as this white couple pulled up a salesman came out the door & helped them. They were sitting in the window looking at us. My husband went in & told them & the lady said they probably didnt see us. I called for the general manager the next day & they said he was out for a family emergency and they let me leave a voice mail for him and as of today, August 2, 2021 I have not heard from him. I went to Dallas, TX and got a great deal on a Lexus RX350L.

Visited this Lexus coming from Texas and I’ve always had amazing experiences at Lexus. Visiting a Lexus dealership should be an experience in itself after investing money into the vehicles. Unfortunately, my experience at this location was a world away from hospitality or even basic customer service.I sat in the service line in my car for a good minute before giving up and trying to find someone to assist me. Once I did find someone I was brushed off and ignored. I needed regular scheduled maintenance of tire rotation and oil change. The employees here were careless and no one bothered to help.Before getting in my car to leave I stopped a lady and asked for assistance. She assisted me and I ended up speaking to the manager.Overall, I will never return this dealership and wouldn’t recommend it.

Very cooperative stuff. It would be great if the pricing is more justified.Overall service is good.

My experience was great as always. I had trouble with my car starting. I called Christine H. She was out with a family emergency. However she referred me to Stan. I explained the problem to him and he set up my appointment. I took my car in that morning and it was ready for me to pick up before the close of the day.

Excellent experience at Herrin-Gear Lexus. Shaun was very knowledgeable, patient, and professional. He took lots of time explaining and personalizing my RX 350. I drove off the lot today with confidence and excitement. I’ll definitely purchase my next vehicle here.

Come see mr. Greg Scale. Sweet and honest man. He will get you what you need.

On time, performed as requested by pleasant, capable staff.

I would give 0 stars if possible for the service department. The service manager was extremely difficult to deal with, very rude and made it very clear that he did not care if I was pleased with the service or came back to Herrin-Gear or not. After the low oil light came on in my 2012 Lexus LS 460 he informed me that it was acceptable for this vehicle to burn up to 1.1 quarts of oil per 600 miles driven. I found this quite shocking.I bought the vehicle new in Memphis (great sales and service experiences there) and have always changed the oil at the recommended intervals. We recently moved to the Jackson area.The previous oil change was performed at Herrin-Gear. My wife requested full synthetic oil and was told that full synthetic was used. Upon reviewing the receipt however, it appears synthetic oil or synthetic blend was not used, Also, they installed 5 W30 oil even though it is clearly labeled on the oil fill cap to use 0 W20 or 5 W20 oil. I could explain further how frustrated I was with other aspects of my experience. Suffice it to say I do not trust this service department and would highly recommend going elsewhere.

Great experience in purchasing a used Lexus from this dealership. I appreciate Mr. Wallaces & Gregs honesty and knowledge shared about my car!!

If I could Give no stars I truly Would. I really don’t appreciate the manner in which I was treated. Before having my car serviced at this location I called To get the price for my service and parts. I specifically Asked for both prices. I went Into the location and asked again about the prices to make sure I would Be able to fit into my budget. Seeing that what was being done wasn’t truly a necessity but more so something done from a vanity aspect. I was Told a cheaper price for labor when I went In. But I still took in the price that I was Quoted initially just to be on the safe side. So I did Have the service done only to be told once It was 121$ more than what I was Told. Even factoring the extra money I took In from the higher quote for labor. I do Drive a Lexus and considered maintenance when I bought ItSo that’s not why I’m writing this. I’m doing so because of the unprofessional manner in which I was Handled. Don’t fix my car and then tell me I owe More money. What if I had Only had the money for which I was Quoted. I am Not satisfied with my service at all and would advise anyone to make sure you ask about all pricing before you have your car serviced here.

Fast comfortable and friendly keep up the good work!!!!

Very disappointed in how things turned out with my vehicle. I feel like it was a setup..I dont usually make a big deal out of issues but this incident with my car will not go unnoticed. The Rep Gay who is the person I usually deal with gave me some outrageous prices in fact over $11,000 worth of work. This is a new car. I could go into more. Just stay tuned.

Employees are very congenial. Took care of my problem

Really smooth and professional buying experience 👍

I purchased my wife a 2021 RC 350 and traded in her 2007 SC 430. Jim Hornback was the salesman. I met him once before we bought the car, since we live in Biloxi, Ms everything was handled over the telephone. When the car was ready, Jim called and we went to Jackson to complete the purchase. Jim Hornback is a great person and I would buy another car from him.

I was very unhappy with my recent purchase. I felt like I was lied to. I had a purchase price signed for on a special ordered car. When it came in they upcharged me 10k. I still bought the car because I had been waiting forever for it..Frank the manager lied about not printing off the paper. Not only did he print it he had to do it 3 times because they discontinued a couple options I wanted. I strongly would look somewhere else for a new Chevrolet. I had another car ordered from them but I canceled it.

Lexus customer service usually the best, and thats why I have a Lexus. However, this place really miss represent the company. Something went wrong with my car and I wasnt able to drive it. I took it here, they said it would take hours and I have no choice but to wait for it. I had to miss my work because of it. I always get another car to drive at any other Lexus dealer, but not here. So disappointed!

Gay Lunardini, our Service Advisor, promptly took care of our new 2020 Lexus RX. She put us in a loaner while the work was done, and she followed up with us as promised. It was a most positive experience, and we were most pleased.

My Herrin Gear team did an outstanding job and provided me with all the answers I had towards owning my new Lexus. Very professional group of people. Very pleased and I will recommend all of my family and friends to them. Pleased to say the least!!!!

Positive experience during an odd time. Staff were accessible and helpful. Pricing was fair. Follow up has been great. Well satisfied with our RX350.

Very clean.Salesperson Jon Shoulders is great.Patient and understanding.Knowledgeable.

Great experience purchasing my Tahoe Z71 with Chris Lewis! I’ve bought and sold a few vehicles but never dealt with such professional, knowledgeable people. Made the purchase that much more enjoyable.

Awesome experience!!! Knowledgeable, friendly, and no pressure smooth transaction. I’ll be doing business with Herron-Gear Lexus again.

I was very impressed with the service. The local team take good care of my Lexus IS F Sport really well. Their attention to details is impeccable. Their customer service is excellent as well. My one hour wait is well worth my time. The waiting area is very neat, tidy and with enough refreshment for a morning wait. The local staff (Ms Gay) has an excellent interpersonal skills. Kudos to the local Lexus team.

Very flexible and understanding of people’s situations and I love my car thanks to the great staff at Lexus they have a customer for life

Nice staff and friendly/helpful service

Chip was amazing and helped me get the exact car I wanted. I never felt pressured and left the lot satisfied that I got a great deal. I love my new Lexus and will definitely purchase from Herrin-Gear when its time for a new on.

My car was serviced, I was provided a loaner while being kept up to date on my car. Gay is such an awesome customer service rep.

David Evans did an excellent job restoring my Headlights

My experience with this dealership was less than beautiful... The service manager (Stan) hung up on me after addressing my issues which is very unprofessional and not respecting my dollar & the service lady (Christine) with whom I had the issues with quoted me one price but when I got there to pay the price was totally different... I would not recommend no one to this dealership for and service issues and by all cost avoid Stan & Christine because you are not valued as a customer but only as a dollar. Really they deserve a negative start but you have to click one to post!

Our car ran out of gas on hwy30 miles out of town while returning from a two week vacation. Andy, the shop manager, immediately brought us a loaner (even though it was closing time.). He called an excellent tow service. Gay, my service rep, took care of us in excellent fashion the next day. We had A-plus service,

Mr. Scales was very polite and courteous. He explained exactly what would be taking place and answered all of our questions. I dont recall the gentlemans name that had gone over all of the closing of the sale, but he was just as courteous. I would recommend Herrin-Gear to anybody.Thanks,Sherronda McDonald

In and out in no time. JOSH took very good care of me. I was traveling and the service light Came up. I called the nearest Lexus Dealership and got Josh. Very pleasant to talk to and gave me an appointment right away. Great dealership!

Great service - just waited a little longer than I planned but overall a positive experience. I appreciated the loner car so I could run some errands. Always appreciate having Al as my service person because he explains everything & goes through the costs with me before my appointment.

We told Chip what we wanted and he showed us everything he had and gave us the keys. He answered all our questions and made the transaction very fast and easy. And Keith is a wizard taking care of any mechanical or condition answers. They bend over backwards to keep you satisfied.

Good experience here! Recommend asking for mark fortune! He is eager to help and will get you a fair deal

Excellent customer service.

Best service ever! Josh and the service crew are the best! The sales team is Awesome as well they take care in customer care make sure you get what you want!

I continue to be impressed with the after sale service of my vehicle and how they treat existing customers. It was time for tires and HG was competitive and their alignment man took the time to make my alignment perfect even thought it was in spec.

Always friendly and courteous. Understands that customers time is valuable. Excellent customer service.

Lazy sales personnel. Manager is rude. Definitely would not recommend buying from this Lexus dealership.

Overall, my experience has been good. Today, however, I was quite frustrated with the service. The service area did not open at 7:30 but, later. The team members seemed unorganized and overwhelmed earlier in the morning. My appointment was at 7:30 with Brett and as of this posting (7:58), I have not met with him yet. He helped another lady who arrived after I did before helping me. To say the least, Im aggregated!!8:33am. I did receive a call from Brett apologizing about this morning. Im appreciative of his efforts in acknowledging the problem.2:30 ish. I picked up my vehicle and again,, Brett was very apologetic about the events of this morning. Im hopeful that things will be consistently better going forward. Thanks Brett for the services.

I had a problem with one of my tires. I drove in without an appointment and my problem was immediately fixed. The service team was professional, fast and courteous.

If you are in the market for a Lexus.....and you want respectful, knowledgeable salesman....ask for Evan. He helped me over a 3 week period of time. No pressure, no pestering phone calls....he was very attentive to our requests. We ultimately bought a RC 350 F Sport....we love it!! Remember ask for Evan!

I recently purchased an amazing Lexus RC350 F Sport from Cody at Herrin-Gear Lexus. The car is a perfect fit for me, and it was an absolute pleasure dealing with Cody! He is knowledgeable about the product, and makes the entire process enjoyable. I enthusiastically recommend this young man if you are looking for a great new car. I am certain he will create a tremendous experience for you!

It was a wonderful car buying experience. Greg Scales and Greg H. handled the sell and were excellent. If Lexus continues the pursuit of excellence they certainly achieved it by have big these gentlemen on there team. Let’s not leave out Jonathan Chadic. I would highly recommend Herrin-Gear Lexus.My only recommendation would be for other staff such as reception to to meet and greet client more personable like sales. Reputation continues after the sell.

This was a great buying experience.

Bought a 2020 RX from the dealership however I did not receive my information to get my tag in a timely manner and was penalized 46.48 once I received all my info. I have called the dealership to get my money refunded and no one has called me back. I will never buy from them again!!!!

Great service! Always friendly and never pushy! Would recommend for sure!

One of the best experiences Ive had with a car dealership. Highly recommend Antonio Chambers, who is based at Infinity but can sell any car on the Herrin-Gear lot.

My car was towed in and Mrs Lunardini gave me the information promptly; I needed a battery. By early afternoon I had my car. Thank you .

Very smooth sales experience. As painless as buying a new car can be. Jon Shoulders was excellent.

Gay, Stan and Wallace provided great customer service.Will recommend dealership to friends and family.

Sean, my salesman was excellent. He prepared the car in advance, and we negotiated the price prior to me driving with my wife the two hundred miles. He even programmed our phones, radio stations, mirror settings and seating preferences. Even when we had problems registering the car in a different state, Jonathan, the sales manager, found out what we needed and mailed it overnight. When the package didn’t arrive, He tracked it down and made sure it was delivered promptly.When my wife needs to replace her car, we will go back for another Lexus DEFINITELY!!

Quick friendly service. Mrs. Gay is always friendly and keeps you updated on service status.

Inquired online late Tuesday about an RX350 to test drive. Got an email response early Wednesday morning from Chip. I replied that I would be there mid afternoon but would let him know when I was headed that way. Sent another email once I was on my way. Called when I arrived to the lot because I wasnt sure where to go. There is a lot of construction. Phone call went directly to voice mail and I left a message. Drove around lot looking at cars. Never saw a salesperson . Called a second time and explained that my last message to Chip went to voice mail and I was there on the lot. She connected me to his office line again and I left a second message. I was there for 30 minutes. Its Thursday now and I have not received a phone call nor email from Chip. We were ready to purchase even after having another bad experience a couple of years ago with them. I was willing to give them another chance. There are many people I have spoken with now who have had the same experience and do not have a favorable opinion.

The service and wait time was perfect. Mrs. Fitzgibbons was very professional and courteous.

They are the best! Chip Partridge is the best salesman ever. Rob Hadden is awesome GM.

Dishonest people... If you are looking for a Lexus I would highly recommend you go to another dealership. Especially if you are looking for what this dealership calls a certified preowned Lexus. They do not even check the vehicles before they sell them.. Wally Purser and Shaun Conerly tried to sell me a car with a rusted frame. I was told it was a 1 owner vehicle from MS. It turned out to be a 2 owner vehicle from Wisconsin. After I was able to back out of the deal because of non disclosed frame damage, incomplete service, poor detailing job of the vehicle, they showed no remorse or apology in the neglect of the transaction. I was highly disappointed in the way they handled this situation. Please be careful if you do decide to do business with these unethical “business people.” Robert Hadden did reach out to me after the transaction to offer his apology on behalf of the situation. I did appreciate that. It was still a bit short to rectify how it was handled by the other salesmen. If they were truly unaware of the damage to the frame of this vehicle, there lies another issue with how they inspect these vehicles for resale. A customer should not have to be worried about buying a branded vehicle from its own dealership. You should be able to trust a dealership to sell its own product with a guarantee that it is of the value they say it is. This was not the case.

My immediate family and I have bought three vehicles within the past year here. We have received great customer service in the sales department and the service department. I had a complaint about the floor mats in my rx350. They quickly addressed the problem and solved it. They new and used car manager bent over backwards to insure I had a great car buying experience here. I will recommend this dealership hands down to anyone looking for a luxury car with a first class experience.

Great experience purchasing my suv and fair on pricing too ..

The people there are nice. Had a great experience. The experience means a lot when you are very busy. These people seem to be sensitive to the customers need.

Lexus service is wonderful. My service manager, Josh, is very accommodating and I was in with my car and out in 45 minutes. Highly recommended

Great service every time, very nice group of people in the service department!

My experience with this Lexus store has been excellent. It started with the sales person, Shawn Conerly, who was very good to work with and has continued to the Service Department.Stan Gorman, the manager of the service department personifies excellence and professionalism. If it werent enough that Stan is precise, accurate and extremely knowledgeable, he puts his customers before himself. He always goes the extra mile to insure customer satisfaction. His follow-up with information on the service work being performed is very timely; one never needs to call to find out when the vehicle will be ready - Stan either calls the same day or if its late in the day when he receives the car, he calls early the next day.As a courtesy, he personally picks up and delivers my vehicle when its time for service maintenance. We meet and exchange vehicles at a specified location that is more convenient for me since I live over 2 hours from the dealership.Stan personally oversees the work performed in his department. He makes recommendations that I trust, and lets me know when its not necessary to add an expense; hence Im more likely to repurchase from this Lexus store when its time for another car because I know I can trust Stan.As perhaps equally important is his positive, kind and courteous attitude.Herring Gear is to be congratulated for having people of Stans caliber and integrity on their team. Stan himself is to be appreciated and applauded.Very sincerely, Vici French

Service was perfect, We went too Herrin Gear Lexus on a holiday which was Labor Day when most everyone else was closed including banks etc. and Herrin Gear Lexus made it happen!Thanks for the experience their generosity was great.

I intentionally set my appointments with Gay Lunardini, even if it means waiting a day or two to get the time I want. I can ALWAYS count on her to get things done and follow up.SincerelyFancy Clevleand

Good people that are easy to deal with. Everyone was friendly, polite, and helpful. Buy a vehicle from them. Chip and Jonathan will take care of you.

Great experience. I love my new Lexus and the staff at HG were extremely helpful and professional. Ill definitely buy from them again.

Gay was awesome! Excellent service! She’s so sweet and knowledgeable!

Kyle was very helpful and attentive. He kept in contact and updated us often. It was overall a great experience and we now have a great SUV.

Rob, Chip, and Jeff provided excellent service on my new purchase! It was a great experience and highly recommend them to anyone!

The worst experiences I’ve had at any Lexus dealership. Very unorganized! Dropped off my car for a simple oil chang. Never received call back for when it was ready. Called back several times and not able to reach the service department. Left voicemails and was never called back. Called again and demanded to talk to somebody at the end of the day and then they said they were about to close. They still didn’t get to my car the whole next day. Talked to the manager and he put in a wad of tobacco in his mouth and said he would look into it. Of course I never received any follow-up. Not the level of professionalism you would expect at Lexus. BYW.. I never received any customer satisfaction surveys so probably the ratings are artificially high

When you have no other Lexus dealerships in the state its no wonder why they can sell overpriced vehicles. Herrin Gear needs to get it together. I was looking for a vehicle today found one test drove it went in to crunch the numbers only to find out it was in the process of being sold already after wasting a few hours of my time. Avoid this dealership at all cost. Infact avoid Herrin Gear dealerships as a whole they are all horrible.

Gay is awesome always go above and beyond to satisfy her customers

Fast and friendly service. Spent the longest time going over the features of the car, which I thoroughly appreciated.

I had my car repaired at Herrin Lexus. I am from Texas and attending school. The lady was very nice and she dealt a lot from me. However, I was very disappointed. I was having a lot of trouble with my car not starting and what not. They first told me the battery was great and that they didnt know why it wasnt starting. A couple hours later I was told the battery wasnt great. They proceeded to replace the battery without me even giving permission which is fine because We had to pay already for the service which supposedly goes toward any repairs. So we had them replace the battery so they could run tests to see if there was more wrong with it. I have to replace my battery almost every year and that is not right. The biggest thing was I wasnt told that the tests on the battery was going to cost me. So when I show up and I have a 370.00 bill I was furious. Plus, I was told my lug nut were stripped which they are and to replace it. Turns out he got my car mixed up with someone else so they didnt even do that!!!! Not happy and feel taken advantage of. We wont be using them again. We will only be getting my car done back at Lexus in Texas.

Exceptional service. Extremely knowledgeable sales staff. They bent over backwards to make a tedious process as simple as possible.

My wife and I purchased a brand new GX460 from Shaun this past weekend; he was extremely knowledgeable, professional, and polite. We had a wonderful buying experience from beginning to end. We left feeling that we will be in good hands for many years to come and when we do need another car, Herrin Gear Lexus will be our first stop.

Great experience at Herrin Gear Lexus. Alex Shows was great to work with. Very knowledgeable, friendly and wanted us to drive home in a Lexus! He was very patient and answered all of my questions. Great customer service from all of the employees at the dealership ! Thanks Herrin Gear Lexus for such a wonderful experience.

This was the best experience I have ever had buying a vehicle because Mr Greg Scale was the best salesmen I ever talked with; he explains everything to you to understand what you are getting and making sure of what you want.

The staff if very gracious and curtious. Great waiting area as well. However, would not recommend getting you car service there. I came in with a minor problem of the interior car light not coming on when the door would open. I was told such a wild story of possibly faulty wiring due to LED lights and that my warranty was voided as a result. Sooooooo...my husband and I came hope and Google searched the issue. Turns out we can just update the interior light preference in the center console. Lights and wiring were fine. Not very impressed at all with their service department.

Al is excellent and always willing to assist me when my car is being serviced.

Brett did an excellent job throughout the whole process. Great asset to your dealership.

Best car buying experience ever ! Everyone is so nice and helpful. I highly recommend Herrin -Gear. Lexus.

Everyone is always so helpful and nice there I wouldn’t go anywhere else

First time dealing with Herrin-Gear Lexus. The service here is great and everyone is nice. My entire experience has been laid back with no pushy salemen. Come down to work with Cody, hes awesome.

Ive owned my Lexus RX 350 for about 3 years. I have nothing but true PRAISE for Herrin Gear Lexus. The salesman (Chip P) was knowledgable and honest. I will buy my next one from him. The service manager Stan Gorman has been off the charts excellent. I am still amazed of how Stan and his team can be so accommodating while your car is in service. They are honest about needed repairs and arent shy to say I can wait on some things. Truly a rare thing in todays world. Any business desires to make money. We all do. BUT Herrin Gear Lexus gets my 5 Star rating. I just cant imagine buying from anywhere else. -Tim Glover

Best deal, quick processing. Staff was great!! Would definetely shop again with them.

Excellent no hassle transaction. We love our new GX460.

I have only worked on there doors, but they seem to be nice folks. We were told to help ourselves to the snacks and drinks they provide for their clients/customers, even though we were there working, not buying.

Good service!

Excellent service. Gay was delightful to work with, as always.Gena Everitt

The service is undeniably the best. Gay and the service team does an excellent job.

Very poor service. My husband has stopped by on two occassions and both visits had the same results. On todays visit he walked around and No Salesman spoke, offered to help, or even asked if he needed help. Three salesman were outside and two was inside. So now we will just drive down to New Orleans to make our purchase since our business is not wanted at Herrin Gear Lexus in our hometown of Jackson Mississippi.

I purchased a certified Lexus GS 350 F Sport from this dealer. The sales person was very nice in the beginning and ended up being really rude. How tacky is it to ask someone to let the dealership finance you b/c they get some type of incentive for doing so. He went and had lunch while I discussed everything with my husband over the phone and came back and passed me off to a different sales person. This guy was much nicer but not genuine at all. We ended up closing the deal but nearly 3 months later I am still waiting on touch up paint which has supposedly been sent 2 times, today will make the third time. I had my car serviced at the Mobile, AL dealership and they let me know that things the sales staff at Herrin Gear told me were included complimentary I actually paid for. Lexus should deal with higher quality dealers b/c this place is awful! Based solely on my experience I will never do business with them again.

I had an excellent experience at this dealership. Everyone was helpful and professional!!