Lexus of Highland Park

This was my first time visiting this dealership and I was very impressed by the way we were treated. From the time we walked in we were greeted immediately and our salesperson David and sales manager Andy treated us with highest respect with no pressure. We got a great deal on our purchase and we will definitely be back with our family and friends.

If your emergency/​warning lights come on and you just want advice on what to do, DO NOT expect Lexus of Highland Park service department to answer your question. We bought our 350ES from them and twice this past year have been in situations where the emergency warning lights came on. Both times we called Lexus of Highland Park from the road to ask for advice and both times were put on hold, transferred to voice mails and not given any help at all. We then proceeded to call other Lexus dealerships who we had never worked with (one while on the road in Michigan) and were given very competent step by step advice to diagnose whether the situation was emergent or not.

Let me start off by saying that I’ve bought cars before of many different makes and models. I have visited all sorts of dealerships and dealers and salespeople. This was by far the best experience I have ever had. My salesperson I had dealt with was a man named Kenny Baisley and I also worked with the general sales manager Glenn Fitch. Both were truly honest men and very accommodating when it came to my price point and needs. Some of the most seasoned individuals out of any car buying experience ever, hands down.
My wife and I had been in the market for a high end sports coupe for quite a while. And dealing with Highland Park Lexus and finding the correct custom order vehicle that I wanted those two fellows Glenn And Kenny are truly stand up gentlemen.
We are now the proud owners of a Lexus RC-​F.
By the way, the showroom looked fantastic.

Honestly, I cannot say enough great things about Gary Chan, the sales representative from whom I bought my RX last week — March, 31, 2015. He was very patient, knowledgeable, forthcoming, transparent, and easygoing. He was directly the opposite of pushy or sleazy. Overall, I felt like I could trust him, which was not an easy place for me to get to in the context of buying a car. Indeed, the last time I bought a Lexus was in the NYC suburbs and it was one of (if not the) worst car buying experiences I have ever had. My experience with Gary and the Lexus of Highland Park team stands in stark contrast in a very positive way to my experience in New York. Thank you, Gary. I am enjoying my RX very much! See you soon.

Great car buying experience. Mario Mendez was a wonderful sales person. Very responsive to what we were looking for and straight forward with us. We came in looking for an SUV but after talking with Mario, he recommended another option (ES300h) that fit is even better. My wife was the buyer and he was great with her as well. I would recommend working with Mario anytime.

Stay away from their service department. Came in for a routine oil change, sold me a part that I did not need right away (could have gone until my next oil change or even the one after that). $ 300 later I am totally disappointed and feel ripped off. They had my car for 5 hours. Didn’t even fill up my washer fluid that went empty a couple days later. They also did not replace my battery cover, found it wedged in the engine compartment when I went to fill up my washer fluid. I had called my service rep to ask what was taking so long with my car, never got a response. Only positive is they washed my car real good. Guess I paid $ 300 for a car wash. Never again.

By far the worst dealership to work with. I had a recall for a headlight on a 2004 Lexus Rx which had condensation in the headlight unit itself. During nighttime it’s barely visible. I went to get it replaced and they said they won’t fix it because it doesn’t fall under the recall. I went and called lexus HQ and asked what the problem was and they said it should be fine. I went back to the dealer again and they came up with the D. S. M need to approve the replacement. This dealership has the worst customer service and treats others like crap. They need customer oriented people and not people who are asshole.

Scheduled a 6:30 AM Oil Change appointment. Was greeted right away by service assistant manager. First time having car serviced here. Quick check-​in. Went to customer waiting lounge. Very clean. Refreshments (self served fountain drinks); variety of coffee selections; cooled water bottles; fresh bagels with available toasters (x2), cream cheese & other condiments. Light music in the background. Sales floor small but able to check-​out new cars. Free wi-​fi with pretty good bandwidth.
I had a 29.99 coupon for an oil change. My total was $ 41. A little steeper than I expected. But overall service was satisfactory. Will definitely consider coming back for next oil change.

I will begin by seconding others’ comments on the ‘bait and switch’.
My mom found a 2015 RX 350 in the color combo that she wanted ‘in stock’ at this Lexus dealer. When we went to see it, it wasn’t there — BUT, they were 95% sure they could get it from another dealer. With all that aside…
We reviewed the options the truck coming from the other dealer. The options were acceptable, and it was a bonus to see that it came with a tow package, or what Lexus calls a ‘tow prep package’ — some beefier parts so it can tow reliably. We commented how we have a small watercraft that we tow several times a year and how this it is great that the car comes with the tow package, so we won’t have to worry about it.
The dealer asks where we use the watercraft, etc. We made a deal, got the truck, everything was fine.
Fast forward a few weeks.
My parents are ready to hook up the hitch to the receiver on the new Lexus to launch the watercraft for summer. There is no hitch receiver! Apparently my mom and I didn’t think to look or notice that there was no hitch receiver upon delivery of the car. When a tow prep package is listed on the car’s spec sheet, you generally assume it’s on the vehicle. In the past, we have purchased another RX and the tow package included the hitch receiver.
Apparently this ‘prep package’ from the factory prepares you to tow, but you need the receiver attached to the frame, that the factory doesn’t provide, and the dealer doesn’t offer you. It’s like buying a boat and no oars.
When we called the dealer, it was basically our fault for not noticing or ASKING FOR IT when we purchased the car. The receiver is an option that Lexus can provide, and despite a discussion and frequent references to towing throughout the sales process, NOT ONCE were we advised that we should purchase a hitch receiver because it’s an add on option through the dealer. I guess expressing interest in towing must not have rung a bell with the person who should have known (the dealer).
Even on
, the picture of the RX 350 under the tow prep option, shows a hitch receiver… QUITE misleading if you ask me. How is the normal person supposed to assume that you aren’t paying for the most vital part of towing?
A proper sales outfit would not only try to add on more revenue to the sale, but want to provide the client with what they need. This was simply an attempt to ship a unit. God-​forbid that the service dept. has to install a $ 500 hitch receiver, as it takes effort and may stall closing the sale by a few hours.
We were told that U-​Haul would add a hitch for us. They never took responsibility, in fact the sales person denied the fact that we even discussed towing, or our need to tow. Good customer service would have been offering someone a discount, not even free, just a discount, on rectifying the issue.
Instead, WE WERE TOLD TO TAKE A BRAND NEW $ 60K VEHICLE TO U-​HAUL FOR A HITCH!
Words defy me as to why a dealer would act such a way. The only explanation is that they are JUST another car dealer.
Go to the Lexus in Glenview — much better sales and service overall.
We went to Highland Park Lexus only for one car, that was NOT in stock once we got there. Never going back.
— BTW — they stress at the end of the sale that we would be getting a survey and that anything less than 10 is a failure. We haven’t gotten the survey yet, but please send it.

After calling and verifying the vehicle online was available, I flew to Chicago to purchase the car. The salesman, Mario Mendez, picked my partner and I up at Midway, drove us to the dealership, offered to buy us breakfast, and made the purchase feel right.
Mario has worked with Lexus for over ten years and it shows. He knew all the features of the car, spent a couple of hours showing me all the features of car.
The dealership was clean, the salesman knowledgeable, finance guy great, and the whole experience pleasant. What more could I ask for?
Having been to several dealerships in the St. Louis area I was surprised by the professionalism exhibited by Lexus of Highland Park and only wish I lived closer so I can purchase my next car from them.

It feels bizarre to view a car purchase in the most positive light. I say this thinking of all the times you think you got the best deal ever only to learn that someone else received an even better deal. Well, in this instance I can unequivocally say this was the best large purchase experience in my life. (This coming from a person who changes vehicles every few years).
First, it goes without saying that the location alone suggests the dealership is not starving for business or customers to buy their brand. That being said, it was even more surprising to come across a salesperson who was personable, proactive, professional and a straight shooter. IMO, it is a rare combination. But the qualities were enough to persuade me to make the 35 mile trek to Highland Park to do business.
One might ask how does a lady in the Western burbs find a salesperson in Highland Park? Well, here’s how it happened. After paying a visit to my local Lexus dealer and receiving a quote, I decided to search online for more competitive pricing. This online inquiry put me in touch with Mike Brice. From the outset, Mike provided me with a competitive quote and he never once asked about the amounts quoted by other dealers. When I requested a specific color exterior and interior, he took steps to locate the vehicle without prompting. He never once tried to push the inventory he had in stock. Ultimately, he located the vehicle with all of the features I wanted and I paid a deposit. Mike’s follow up calls after the order was placed and the deposit was paid were reflective of a person who had never made the sale. That in and of itself speaks volumes.
Fast forward to the day of signing. Piece of cake. Mike had all the paperwork ready and he escorted me to the finance office to wrap things up. Even my time with the finance guy was a good one. Julio was nice and did a good job of getting me in and out.
A spirit of excellence and good customer service was evident in every aspect of my dealings with this dealership. I suspect the entire staff consistently provides this level of service to all of its customers.
… If my grandmother were shopping for a Lexus, I would send her to Mike Brice/​LOHP. Thanks LOHP! I heart you.

I am a business owner and know the value of the happy customer.
You should know that I have owned Land Rovers and most recently, Volvos. I drive extensively and need a car that can keep up with that. Obviously, as expected to everyone I know, the Land Rover exploded after driving back and forth to Indiana for FEMA work during the floods a few years back.
Then I switched to Volvo and they seemed to be better, except that every month I was spending hundreds of dollars on maintaining it… they really do nickel and dime you to death.
During this entire time, my neighbors have had the same 2 Lexus and drive them both constantly to Wisconsin and Indiana.
So, I purchased a used 350rx and love it. I find it strange that I am not constantly thinking about the next repair needed and also love the drive. I am an advocate of using the dealership for oil changes, after all, you know the car the best. I came in for an oil change and met Rick Link. I have dealt extensively with car dealership people and have considered it to be a «necessary nuisance»…always under impressed. We also have a Sequoia and my wife just had a horrible dealing with Toyota in Northbrook but that’s another story.
Not with you guys! I was amazed at the care that Rick expressed and how I felt that I was happy that I came in… almost like I now had a «guy»! The techs also held the door open for me when walking to the waiting room and insisted that I go first. This was for an oil change! I love that level of customer service and I am writing to thank you.
I am a devoted client now and I can not say enough about Rick, he really was a pleasure to deal with, even showing me drawings of the areas of my car that he was explaining. I will hopefully be trading my wife’s Sequoia in this spring/​summer and purchasing a 470/570(I forget the proper name/​number for your larger trucks) and we will be bringing it in for for oil changes/​servicing until then to you. Not a bad return on a pleasant experience from an oil change! Thanks Rick!

Gary was a very friendly sales person who didn’t push me TOO hard during the sale. He was accommodating and made me feel supported throughout the sale. After arriving home with the purchase of vehicle and a finalized sale, I found that there was a mechanical problem and a missing cup holder. I contacted Gary regarding these issues and Gary helped me schedule an appointment to have the car looked at and serviced free of charge and he ordered the cup holder for me. –Not to mention, the dealership washed my car for me when I brought it in! I really appreciated the level of customer service with this dealership and highly recommend this dealership if you are in a market for a Lexus or any of their other used vehicles.
The car is immaculate and buying a used Lexus from a Lexus dealership gave me the confidence that my car is of superb quality and passed an inspection of Lexus standards.

I was looking for a 2013 Lexus ES350 and I contacted several Lexus dealerships in the Chicagoland area over the phone and by email. This review is based only on the purchasing process and price negotiations because I did not end up purchasing from this dealer.
My exchange with Gary Chan consisted of a whole bunch of lies and bashing of other dealerships. His negotiation tactics were to make me get quotes in writing from other dealers, and telling me that the other quotes were impossible, or that they were lying or incompetent. He would not quote me a price unless I got him one in writing from another dealership or unless I agreed to put down a $ 500 deposit on a credit card.
He said he did not want to go do that work and not get the sale. What work? He just had to go ask his manager if they could sell it at that price? He wasn’t willing to do that, so why would I be willing to pull out my credit card and read him some numbers? Needless to say, I did buy from someone else and he did give me some good advice by saying,
«someone says they will sell you for $ 38,300 without the $ 1000 money from Lexus (Must finance or Lease), then I would hurry up and purchase it right away! «
So I did. Here are some other gems…
«The only way someone is getting you below the Invoice price is with the $ 1000. This money is from Lexus so in order to get it, you HAVE to finance for a minimal of 3 months. If someone tells you otherwise, they are either 1) Lying to you or 2) Incompetent.»
«Please get me something in writing, otherwise there’s not much I can do to assist you and your father as people can just make up figures, not saying that you are. So if you got $ 500 below invoice you would buy the vehicle? «
“I appreciate your offer and as much as I would like to sell you the car for $ 1500 below invoice, the fact of the matter is we can’t do that and I would bet won’t find any dealership that would be anywhere near there unless it is a demo or used vehicle. Basically you are asking for us to pay you $ 1500 for us to sell you a car, that wouldn’t make business sense. »

Decided to bring my car in for an oil change and I had the best service. They were quick, efficient, didn’t try to sell me anymore than I needed. They even replaced the inside handle of the trunk for no cost and they threw in a free car wash. Surprisingly the oil change at this dealer was not that much more than a regular oil change at a Jiffy Lube or Midas. The waiting room had really comfortable seating, free food, free WIFI and stations to use and plug in your own devices. With service, convenience and price, I felt like a million bucks!

My check engine light came on so I brought my car here for service. I received a courtesy car and on my way I went. I picked up my car the next day. Paid my $ 250 deductible my warranty requires. On my way home my check engine light came back on again. I called in the morning to tell them this since it was late. I dropped my car off again. I was again charged a $ 250 deductible. I fail to believe that the problem didn’t exist the first time around. I asked to speak to the service manager Bob. I was told he was on vacation for a week. He was to return the following Monday and would call me. I called and left him a message on Tuesday since he never called me. I didn’t hear anything back so I called to follow up on Wednesday. I was told he had to leave for the rest of the day. I later get a call from Steve who was my service advisor and he offers a $ 250 service credit. I advised him I don’t feel comfortable bringing my car back there and this would do me no good. I want a refund of $ 250. I agreed to pay 1 deductible but not 2 in less than 24hours. since my car wasn’t fixed the first time around due to their improper diagnosis I’m out $ 500. He replied. We just can’t do that. Beware! you have been warned.

Worked with Mario Mendez, the guy was a COMPLETE jerk. I didn’t come in wearing a sports coat I guess. I was courteous and professional but I can’t say the same for him. He actually kicked me out of the test drive 30 seconds in with him behind the wheel. I was baffled, not sure what happened. Avoid this guy at all cost. I never give one star reviews but this guy takes the cake! Never had such terrible service.

We had the best new car buying experience at Lexus of Highland Park and worked with Gary, Steve, and Chad. Props to Lisa in the finance department too. We chose this dealership because we had been servicing our previous Lexus here (due to competitive pricing and availability of loaners) and had always been satisfied (we had purchased our old Lexus from another local Lexus dealership). Most importantly, we received the best price and best customer service from buying the new and trading in the old. I’m a no BS person and felt comfortable through the whole transaction.

Is this car dealership any worse than any others? Probably not. This is in response to a family member’s recent purchase.
People, DO YOUR RESEARCH, and bring it with you. It’s all available online.
Negotiate the new car price first from the dealer’s invoice, not from the MSRP.
Just so you know, even if you are able to agree on a deal at invoice, the dealership still makes a profit. Lexus pays dealerships, (holdbacks), 2% of the each car’s MSRP on each car sale. Do not try to negotiate the holdback.
After that deal is set and they have shown you absolutely everything that will be included on your bill, (including advertising, destination fees, taxes, etc.), then talk about your trade-​in.
Do not let anyone look at your car until you know yourself what your trade-​in is worth.
Go to CarMax or another dealership, or your mechanic.
It costs the dealership next to nothing to repair those dings and scratches on your car, so don’t let them tell you otherwise. And by all means have your car detailed before you bring it in to ask for the trade-​in value.
Unfortunately, my family member did none of the above.
I bought my Lexus at another dealership and payed exactly what I wanted to pay, and was able to get thousands more for my trade-​in because I had the paperwork that showed exactly what it was worth.

I bought my IS300 here, as the price was good.
But service has been consistently poor.
Most recently, I inquired about a program being offered on their reception desk. The receptionist didn’t know abou the program and I was handed off to Jessica Berg, Sales Consultant. She also didn’t know about the program but took my information and said someone would be following up. Well, that was 5 days ago and still no repsonse. But this is par for the course at Highland Park — if money isn’t falling out of your pocket their team shows no effort. Too bad, as it’s about time for me to buy a new car — I guarentee that if it is a Lex, it wont be from Lex of HP. They have proven both incompetent and uninterested.