I took my car in for a major service that with any other dealer I would have received my car back the same day. It took two days and there is a light on that has to do with the tires that they rotated. The light was not on before. My service guy Bobby never answers his phone. I spoke with Fernando on Friday and Saturday to let him know that I wanted to pick up the car. When I got there on Saturday because it was not ready on Friday I had to wait for 45 minutes. I finally went to the cashier to get my car paid for she did not have the paperwork. The kid who checked in my loaner placed the paperwork in a box near the door. I told her where it was and she said she did not see it. I gave her the paperwork and by this time I saw the car being brought around and parked. She then said she could not find my keys and another guy could not find my car. It was right out front I told them and I went out found the keys in the car. I told Bobby who said he was sorry when I left that this was the worst service I have ever had anywhere. I love my car but I will not buy another one until the staff takes lessons from Sam Linder. I used to have a Cadillac and Edward my service manager was amazing. Major service took 4-5 hours and yes they washed my car and gave me a loaner. Edward kept me informed along the way and when I went to get my car the cashier had my paperwork and keys and she always knew right where the car was parked. I am amazed that Lexus is still in business. You may have remodeled your store but your staff needs to be remodeled.