Sheehy Lexus of Richmond

Reviews

• CD

  Chinh Do

  2 days ago
  3.0
  On my 3rd Lexus and overall happy with Lexus/Sheehy. However, with my last service appointment, communication felt like a "check the box" exercise. I was invited to text my advisor, but my messages were completely ignored. Afterwards, the service advisor (or maybe it was the system texting on his behalf) texted me again to make sure everything was okay and I replied mentioning the texting issue... again no response. So it seems like the system is sending out these texts to make it look like they are coming from the service advisor, but they don't actually check/respond. Great cars, but the service texting experience needs to be improved.
• JR

  Joanie Robertson

  Apr 3, 2026
  5.0
  I purchased my first ever Lexus on January 31 from Forrest Scott and I love it! Its a RX350h. I have never owned a hybrid before but after Forrest told me all of the ins and outs of owning a hybrid I was all in. Forrest sat in the car with us for about a hour explaining how everything works. I had a lot of questions there are a lot of buttons! Lol Forrest is very knowledgeable and answered all of my questions. Vinnie who does the paperwork was very nice and knowledgeable as well. While we were sitting in the car and Forrest was explaining things to us. I was able to meet Scott who is one of the sales managers. Also while sitting in the car I was also able to meet Todd Zaciek who is the general manager of the dealership. He was very nice and after a few hiccups while signing paperwork he made a couple of things right and actually bought papers to the car for me to sign. So in the end we left with a beautiful car and we were happy. If it had not been for Forrest we probably would not have bought the car. So THANK YOU FORREST we appreciate you your kindness and your knowledge. They are lucky to have you!
• AJ

  April Johnson

  Mar 31, 2026
  2.0
  I usually have a good experience there however a week ago I took my Lexus in because the middle seat belt sensor kept going off when no one was in the seat. They gave me a loaner because they needed longer to diagnose the issue. I get the car back 48 hrs later (dropped it off Saturday got it back Monday) and they had put over 100+ miles on my car. I asked where had they been with the car and he says they had to test drive it. 100 miles? Needless to say I was upset. Not to mention they couldn’t find the issue. On the receipt they put 10,999 for the mileage when the car came in and when I left it had 11,002. I thought it was said the car had been test driven? You can’t test drive a car in 2 miles. In actually the car came in at 10,867…..got it back at 11,002. SMH
• JC

  J C

  Mar 30, 2026
  5.0
  I had a great experience with Chris. From the beginning, he was professional, patient, and genuine throughout the entire process. There was absolutely no pressure to make a purchase. He did not rush into running my credit and instead ensured I felt fully confident in my decision. His approach was thoughtful and customer based, prioritizing my comfort over simply closing a sale. Despite it being near closing time, he took the extra step to have the vehicle washed. He also made sure the gas tank was filled, which reflected his attention to detail. Chris took the time to clearly explain key features, including CarPlay and how to use remote access through the Lexus app, ensuring I left informed and comfortable with my new vehicle. What stood out most was his commitment to customer satisfaction. He followed up the next day to make sure everything was going smoothly and that I was satisfied with my purchase.Overall, Chris made this a seamless and positive buying experience. I would highly recommend working with him.
• KL

  Kee Latta

  Mar 23, 2026
  5.0
  I recently had an unexpected experience with my new Lexus ES 350, and while it started off frustrating, the customer service truly made all the difference. On March 17, 2026, I was getting ready for work when my car wouldn’t start. I was extremely upset, especially since I had just purchased it on January 5, 2026. After getting a jump from my dad, I made it to work and immediately called Lexus to schedule an appointment for later that day. Unfortunately, when it was time to head to my 2:30 appointment, my car wouldn’t start again. At that point, I was beyond frustrated. Thankfully, my mom works in the same building and was able to help me with another jump so I could make it to the dealership. When I arrived, I was greeted by Brittany, who was incredibly kind and welcoming. I explained everything that had happened, and she reassured me that she would do everything in her power to make the rest of my day go smoothly—and she truly delivered on that promise. After checking in my car, I waited for a loaner, and Brittany went above and beyond by going to my vehicle to retrieve my coat and EZ Pass. That level of thoughtfulness meant so much to me. Her calm and caring spirit completely eased my frustration. My car was repaired (it turned out the battery had a bad CCA), and thankfully, it was covered. While the situation itself was stressful, Brittany turned the entire experience around. Lexus truly has a gem in Brittany. She was an angel for me that day, and I’m so grateful for her kindness and professionalism. She made a difficult situation much easier, and that kind of service does not go unnoticed.

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