Really disappointed with the service department and their lack of communication, knowledge, and customer service. A small panel/cover that goes on the front bumper needed to be replaced so they ordered a new one during my visit last Wednesday. No biggie. It was supposed to arrive the next day but I was told to call first to double-check. Cool. I called, was transferred to their department, no answer, so I leave a voice-mail. Later that day I get a text message asking about my visit, this is the same text line you can reply to during your visits if you need anything. I ask about the ordered part; no response. No call back from my voice-mail either. Whatever, Im going out of town for the weekend, Ill check next week. Finally decide to just swing by today, Tuesday, and luckily the part is in (after like 10 minutes of searching for it). Turns out its the wrong color and apparently this is the only color they can order? So now I have a mismatched part on my car and its my responsibility to go get it painted if I want it to look normal again. No other possible solutions or efforts to fix it, its simply my problem now... its a shame too because I had such a great experience with Mohamad when car shopping. He gets 5 stars, its just sad that the rest of the team doesnt live up to the expectations...

Do not recommend. A good deal is giving me what I’m comfortable with not what looks good for your commission. I got a 2019 with issues less in then 24hrs. I wasn’t allowed a refund just an exchange and they didn’t have anything I wanted to exchange to! I was then forced to get something I did not want.

Jelani was amazing from start to finish. He didnt try to show me cars over my price point or pressure me into anything. I was honest with him about my needs, wants, and what I was willing to work with and he made it happen. There was some mix up with the financial team which made me a little uncomfortable but other than that it was great. I will be calling today to confirm with the business manager that one transaction was cancelled due to him (thankfully!) Getting us an even better rate.

I had an excellent experience at Priority Lexus in Newport News on 6/18/2021. Odell at the service desk assisted me, and he was incredibly helpful, friendly, yet very professional. I mentioned a few concerns I had about my vehicle, and he addressed them all. He also kept me posted on the status of my vehicle as I waited. I was in and out of there in no time! Thank you Odell and the Team at Priority Lexus for taking care of me, and I’ll see you soon for my next scheduled maintenance. Keep up the outstanding work Mr. Odell!

Just had my 50,000 service done and they were exellent. From the initial call to check in/drop off vehicle to pick up! TJ is very helpful and accommodating. Everyone there is always soo friendly and smiling which makes you leave there in a good mood! Oh and I also love the complimentary car wash💖5 stars most definitely!

Real nice experience. Salesman Korbie Jackson was terrific, no high pressure tactics. Finance manager Sam was very knowledgeable and helped find a zero percent for me!! Highlt recommended.

I love this dealership. They are so courteous and personable. I live in Stafford VA now and I continue to travel to this dealership for my car maintenance.

This place always delivers top-notch customer service. Theyll provide you with a courtesy loaner and immediately notify you when your vehicle is ready for pickup. A special shout out to the folks in the parts department for being highly knowledgeable on everything Lexus.

Wow! I purchased a Lexus RX 450h from Lexus of Richmond about 2 months ago. I called to setup a service appointment to have Crystal Fusion installed on the windshield and I cant even get through on the phone. Ive been on hold for 18 minutes and going. If everything else is as slow as this, Ill just travel to Richmond to have my car serviced. Unbelievable!

Great dealership with very attentive staff!

Extraordinary service provided by T.J. Puca!Highly recommend their service department.

I’m writing this review as I sit here waiting for my Ls 460 to come out of service for the 2nd within 1hr. This is my first and last time getting a simple oil & filter change. I leave the lot and called back within 5min stating that the mechanic may have left a tool in my vehicle and can I come back. I make a u-turn about a mile away and when I return in the service lane, my check engine low oil light comes on. I get out to see a pool of oil coming out of my car. I was lied to about the tool and I was not apologized to like I feel that this mistake renders. I purposely come to Lexus for good service(which I did not receive). This will be my last visit to this location. I will drive 3hrs to Raleigh location

Fist time buying a lexus we really like the vehicle in recommend this dealership and mr matt perez my salesman was very helpful in my purchase didnt rush me every one treated me nice there

Shout-out to Matt Perez and the guys at Charles Barker Lexus. I recommend anyone to this dealership, made me feel comfortable and they treated me with respect and curtousy.

Great customer service and a job well done thank you very much👍🏾👍🏾👍🏾👍🏾

The service team scheduled my appointment and got me in and out quickly. Great customer service!!

Service dept is immaculate. Workers very efficient and car cleaned when its returned. Excellent service.

Always great customer service

Great experience from sales and the service department.

Nice......a lady at the counter put tape on my key so I could drive until my new key comes that was ordered....it had broken I was so happy....she was great!

Excellent service.

I did stop today to tast drive Lexus 2016 NX200T I meet Tim he was above and beyond he was very professional in everything I really appreciate his help today to understand all the details in the car thanks again for your help Tim in Lexus Newport News Virginia

Tried calling 4 different times to set up a service appointment. They even took down my name and number but I never got a call back.

Angela from customer service reached out to me, apologized to me and refunded me a portion of the charges. I am very happy with how this was resolved and am changing my 1 star review to 5 stars for good customer service.I went here today to service my Lexus and to inquire about purchasing a Lexus vehicle. The service team told me my maintenance bill would be $174. Then the service team returned and said I needed a new belt. I asked if the new number, $233, would be the total for the bill and they said yes. When I went to check out, my bill was $415. I went back to the service advisor and let him know that he said the total was $233. He said sorry for the confusion, that was the total for the belt alone and next time I needed to ask if it was the ticket total. This was clearly confusion on the part of Lexus. If a customer asks what the total is, they should give them the correct number. I feel as though I’ve been taken advantage of. No one offered a discount or anything more than “I’m sorry”. Lexus of Newport News has now lost a repeat service customer as well as a customer who was about to purchase another car.

My husband purchased my LS460 @ Johnson Lexus in NC. Warranty was also purchased. We choose the dealership for location convenience. Initially they would not honor the warranty & Johnson Lexus had to come pick it up for maintenance. Second maintenance also an issue. I had to contact corporate. I received an email coupon for service for my car that they refused to honor because it was issued by Lexus in Virginia Beach. I would love to schedule a time for service where the answers are consistent.Great caring staff, but confusing.

I have always had great service at Charles Barker Lexus from when I traded in my old vehicle and bought my brand new one. But today was exemplary service from Joe in service and Matt in sales. I hit a large rock while driving today and got a flat. Joe didnt have any available appointments but said he would fit me in if I could drop it off. And as always he worked his magic.But what really stood out was that the shuttle driver had just taken lunch. I needed a ride down to Denbigh Blvd but with it being just a few blocks I was about to walk. Matt saw me getting ready to walk and although I wasnt there to purchase a car, he wasnt my previous salesman and this was the first time we had ever met... without hesitation he offered me a ride. I know it was only 2 street lights down but the point is that he wanted a Charles Barker customer to not be inconvenienced. That meant a lot to me. For all he knew, I could have just been browsing the lot and not even bought anything yet but because I was there, he lent a helping hand. I know who I will be going to when I purchase my next vehicle. Thanks Matt and Joe for making a hectic ordeal as painless as possible.

***EDIT: Teresa and Angie were a huge help after the initial review. They went out of their way to clean up the car the best they could and offered me a repair job on the paint that was chipped at my next service in. I will update my review once those chips are repaired in my next upcoming service.Absolutely DO NOT come here to get your car serviced.After purchasing my car out of state, I got my three months maintenance needed alert and brought it to Charles Barker Lexus Newport News to get my servicing done since it was the closest and one of the only Lexus dealers in this area. I was so grateful because I was ten minutes late and they still were able to honor my appointment time.They offered me a complimentary car wash which I gladly excepted since I hadn’t taken my car to get washed since there were so many days of rain recently. The servicing was completed a lot quicker than the projected 90 minutes which was surprising, but hey the quicker the better, right? WRONG. I walked up to my car and realized there were some streaks on the car. I only checked on the one on the trunk since it caught my eye but noticed it all around. I just thought it was dirty and thought maybe they didn’t clean it very well. I got home to inspect it a little closer and realized it wasn’t dirty, they had SCRATCHED my car and let me drive off thinking it was just a botched car wash!! The technicians and the customer service representative saw me looking at it and didn’t say a thing. I drove back as quickly as I could only to find out they close at 5:30pm. I am extremely upset with the service I got here and the dishonesty of the establishment. I’ve had this car for only THREE months and have been taking care of it really well, even bringing it in before the 5,000 miles mark. I left them a voicemail and an email and am hoping that their follow up customer service is better than their maintenance service job.

Extremely fast and exceptionallycourteous service. Especially John

My wife and I are Lexus owners and have our service done at CB Newport News. My wife purchased a2020 Lexus gx 460 Luxury model. Mohammed was our sales consultant, he was extremely knowledgeable and patient and explained all that this awsome suv has to offer. He is very professional and knowledgeable and when we buy our next Lexus we will definitely go to CB Newport News and request Mohammed as our salesman.Greg and Ann

Wife gets her car inspected here. Good service and friendly staff.

This trip fell way short of my regular experiences. I made an appointment to drop off the car all day, they set up a 945 am waiting. I asked for an oil change, state inspection, and complete auto detail, but they only washed it along with the oil change and state inspection. Not very friendly also.

In October of 2019, I was on the brink ofpurchasing a 2010 RX 350 Lexus SUV. I made an agreement with the private seller, that if I found anything wrong with the vehicle, he wouldTake the repair cost off the price asked forThe truck. I took it to Charles Barker Lexus in Newport News for a prepurchase inspection. At the time,I was told that the truck was in excellent condition. I simply needed an alignment. I scheduled the appointment that day. The following Saturday, I took the truck in and had the alignment completed. The truck needed a state inspection in February. I took the truck to Midas because I am a registered nurse and I’m very busy, so I went on my lunch break. The truckFailed inspection because the rotors were rusted allAround. I was livid. I went back toCharles Barker Lexus and asked why this was not caught just a few months earlier during the prepurchase inspection. Lexus tried to tell meThat this could have been done after the inspection, even though I do not live around water. I wasn’t buying it. I let them know that I am losing faith in their ability to complete A+ maintenance. Lexus came upWith a deal that split the cost of the rotors and brakes. The next day, a service agent called and asked how the vehicle was operating, I let her know that I was hearing a knocking sound coming from the tire. She asked if I could bring it in bring it in, however, with my schedule and Covid-19 pandemic occurring, I have not been able to get back to the dealership. My last straw was on 19 April2020. I went to take the trash out and happened to look down onto the ground, and I noticed that their was a lug nut on the ground. I looked at the tired and noticed that 2 lug nuts were missing from the tire. I called my neighbor to have him install the missing lug nuts and called lexus the next morning. Naturally no one was available. I am currently still waiting on a call back.

I recently purchased an ES 350 and worked with Jeff Dunlap. I would highly recommend connecting with Jeff if you are considering a Lexus. Over several interactions, Jeff was very professional and compassionate throughout the purchase process. He was also a great resource for answering and finding answers for what he didnt know. Respectfully, he was never pushy and was accommodating to meeting my needs.

I went for a key battery and they didnt charge me anything.

Terrible service.. Called about my radio was sent to 4 different people just to be returned back to the customer service again!

Had a check engine light come on. Called & scheduled appointment for Tuesday morning and dropped off my car Monday afternoon. They diagnosed problem Monday afternoon and called with warranty repair info. They suggested (but didnt push) other services (that seemed very expensive) which I declined. Picked up car Tuesday afternoon. All in all, easy & smooth experience.

My mom didnt end up purchasing but we will be back. The salesman Frenchie is great. The sales manager was very upfront and honest about her options.

Excellent customer support & services.

Service is always courteous here. John in the service dept helped me and he was great.

Hey i have been a Lexus owner since 2010 and its dealership in Newport News is marvelous it is just marvelous thats why i bought 3 Lexus 2of them at the same time i like em so much sometimes i just go up.there to talk about cars sometimes end up buying one its a great place to visit or. Buy

Thank you very much for all your help Lillie Stanfield. I feel like at home every time when I have some service done in your place. You takes care of everything seriously, even it is very small job. Good job. Lillie.

I had my lexus in for a engine diagnostic, John at the service counter explained the procedure and The price. Once my car was diagnosed, he came and explained what was going on, John was very professional,courteous, and polite. My car was repaired, I was satisfied with the price....thanks John, from Marvin Robinson

Great service. Great people. Great amenities, great company

Master Tech Mike Taylor was thorough and explained my issues very well.

Great customer service

Bought my car from them, amazing custom service. They took great care of me and ensured my car was safe.

7/15/2018**Any prospect customer reviewing these reviews - please take note that most reviews on here have received a reply posted by the dealership, but of course my review did not receive a reply.**7/10/2018*This review is about my experience with a Charles Barker dealership*My salesman was Jeff Dunlap and this was a very easy sale for him. Basically, I called from out of town inquiring about a car. Jeff happened to be the person that answered the phone and I wanted to know the bottom line price, so my credit union could give me a check. Two days later I drove to Newport News.After, I test drove the car. I walked around the car to look at the body. I complained to the salesperson Jeff that there was an excessive amount of rock chips in the hood of the car.I told him I want the car, but I expect those chips to be repaired. Two days later I drove back to New Port News to pick up the car. It was pouring down rain, so it was hard to see, but I trusted the word of the dealership that the chips were fixed. Well, apparently this was a “temporary fix”, because two years later, my car is back at square one and the hood looks horrible.I am writing this review two years after my purchase, because I am not happy with Charles Barker Lexus selling me a two year old Lexus that had obvious cosmetic issues and instead of them fully resolving this they basically put a band-aid over the problem which is now resurfacing. I did not have knowledge in how rock chips are supposed to be fixed, so I assumed that the hood was repaired properly. Even though my car gets detailed twice a month and is very clean and shiny, these nicks stand out like an eye sore. I have been trying to find someone that specializes in repairing them, but if you google this type of repair nothing specifically comes up.My car is now 4 years old and I am being told that there is an excessive amount of rock chips. Everyone is telling me they have never seen chips this bad on a practically new car. I owned my previous car for 14 years, and that car had nowhere near this amount of rock chips. I know for a fact that no additional chips have accumulated on my Lexus since my purchase.Now I am coming to the realization that my hood will need to be repainted and this is very costly. A re-paint should have been offered to me, but instead the dealership decided to do a “temporary fix”.Everyone is surprised that my car was purchased at an actual “Lexus Dealership”, since you would think a Luxury dealership would take pride in what they sell.This review will be posted for all dealerships that are under Charles Barker.

Matt was so helpful and made it easy to purchase our car

GREAT SERVICE DEPARTMENT - I came in because my check engine light and traction control lights were on and my car was difficult to start. Id done some research and determined that the cam shaft sensor was the culprit. I intended to buy the part and fix it myself, but opted to have them replace the part instead. The employees were very attentive to my problem and got me in right away. I wandered through the lot and the showroom and the other employees were very nice as well. A simple my car is being serviced comment and they were on their way to help serious potential buyers. This was the best experience Ive ever had getting my car fixed. Thanks guys and gals. Best of all, my car is fixed right!

I recently had an oil change, and was unfortunately explained I needed a new oil pan, well of course I was devastated, but because I dont have the newest lexus I understand the importance of maintenance for sustainability and performance, so I did what needed to be done, now I have comfort in knowing I wont be leaking oil. I want to thank the service department for a superior job, and thank Mr. Tony Rutherford the business Manager of the dealership for his expertise and knowledge, alone with excellent professionalism in explaining and making me feel very comfortable while visiting the dealership. I already know and feel Im driving a remarkable vehicle. Maybe one day Ill have the privilege of owning a new Lexus but untill then, my up keep and service will continue to be at Charles Barker Lexus. Thank You Sincerely

Had purchased a used but certified Lexus from Charles Barker Lexus. A Carfax report, provided by the dealer on their website, showed a previous rear end accident but, because they had certified the former lease and had serviced it on 6 occasions since that accident, I was comfortable purchasing the car. As soon as I drove off the site, I noticed not 1 but 2 chips in the windshield. They subsequently reimbursed me for the chip repairs, but later I also found the car was missing an underpanel and the repairs from the prior accident were not made properly.The certification process is supposed to include a 161 point inspection by qualified personnel. The prior and improper repair was spotted within minutes by another dealership simply by raising the rear spare tire cover. That with the other problems noted would indicate they either did not do the advertised 161 point inspection or were incredibly sloppy and careless.

Absolutely amazing service, they helped with our kid, were very transparent and amazing to work with

The had my vehicle serviced and everyone on the service side were all nice, kudos to Lillie Stanfield, and the gentleman that drives the rootbeer colored hatch.I am writing this poor review because of my sour experience with a sales man during a test drive.Jeff Dunlap. When a customer states you have lost a potential sale, because of your unprofessional, barbaric demeanor. you do not respond with thats not going to affect my numbers. You give The brand Charles Barker and Lexus a terrible image. I have never had a sour experience dealing with this dealer.Because of that. Dont deal with this salesman, work with any other adviser that actually treats you with respect and the Charles Barker experience. . Since my purchase means nothing to him, neither will yours. Purchase from someone other than him.

Well, Lexus is Lexus. Here they are always very friendly and professional, and I absolutely trust their mechanical skills.. can you always say the same of other places?

My mom had her car taken there when it started seemed like it was missing and the catalytic converter was glowing hot. They did not even drive the vehicle (it was towed there) and came up with a $2300 estimate based on trying to get over on someone and change every little things, including parts that dont need to be changed. I immediately got it towed to a reputable mechanic who fixed it for $327 and found the problem right away in the solenoid for both banks. Car runs smooth had it fixed that day. He couldt believe the dealership himself,/well I actually he could it being a dealership. Outrageous to give an estimate and you havent even drove the car (guy specifically told me he didnt drive it when I asked him after giving the estimate). Take my advice and dont waste your time.

We just purchased a new Lexus NX200t from Charles Barker Lexus of Newport News and were very impressed with the entire salesprocess. Our salesperson Tim helped us find the right combination of colors and options. We were offered a fair price for our trade, a 10 year old RX330 with over 100k miles. We love the new NX and highly recommend this dealership if you are considering buying a Lexus! They make the highest quality luxury vehicles and have the service to match.

Thank Frenchy (Patrick) for this 5 star rating. Only reason I came and he was a great help.

The most I dislike is they (Ms. Lillie Stanfield) seem to rush you out when the work is done. That was the feeling I got. Other than that the staff seemed pleasant. I had my brakes replaced.November 7,2016 I have a 2007 ES 350, everytime I bring my car here I need a new part. So what they are telling me on this particular model it last about 10 years before it needs new parts.I have been here for about seven months. October 13th 2018 I had a very pleasant visit today for a oil change at Charles Barkley Lexus. My service technician today was Lillie Stanfield in which I had a great and courteous experience with.😃

I purchased a 2016 Ford Explorer that I love!!! Thanks to my awesome salesman Jeff.

I bought my Lexus 250 IS six months ago and Im looking for a dealership, if I were to need one. These reviews Ive been reading makes me a little uncomfortable with your dealership. I just received a Lexus recall on the inner portion of the rear fender arch, may experience water intrusion due to improper sealer application. Do you even have a good body shop?

Service was awesome. I delt with Teresa Blount. She was awesome. I called and got my headlight serviced same day. I definitely recomend these folks. The price was great too!!!

Excellent service. Very knowledgeable staff

The best car buying experience I had. I submitted my info on TrueCar and Mohamad called me when he received it. He made an appointment for me to come and and don’t have to wait. Mohamad and Thomas gave me a fair offer on the trade and a good discount on the new 1. Thomas even left a treat for my daughter. I would recommend Mohamad amd Thomas to all my family and friends.

Great part department. Pretty friendly. Parts prices are typical for a dealership.

Excellent service. Quick and answered my questions.

Need to work on their promises, but good service and 50% off on some accessories.

The staff was very friendly. The place was clean and work done was excellent.

Fast and great friendly service.

I had the displeasure of meeting the salesman Renjit Oommen when I came to this dealership looking to buy a vehicle. He did not take me for a serious buyer and allowed me to walk out the door after telling me he was too busy the next two days to sell me a car so I had to buy it that day get my sick child and husband their within the hour because that suited his schedule, raising his voice at me, when I mentioned the out the door price was too high, and requesting on multiple occasions for my husbands information versus mine because he was who he wanted as the registered owner. If he did not want to work with a female buyer, he should not have walked out to greet me. The list of things he did are so long I could write a book, but raising his voice, laughing at me, and requesting to speak with the man of the house is beyond excusable. If you go to this dealership, do not deal with this arrogant individual! I cannot believe he is employed there.A nicer sales man pulled me aside on my way out the door after watching him and tried to smooth things over, however the damage was done at that point and I could not see myself walking back inside for another round of verbal abuse.

My service experience was a very good one thanks a lot

The best cars around.in Make, model, style, stop by and see for yourself

Sales person treated me like a person and was not pushy at all.

Great service, friendly people.A+

Friendly staff and got a good deal

T J and Lily in the service department are the greatest!

They made it rite.Run! One encounter and that is all you will need with the service department of this dealership and luckily for you I have had it for you. Its sad that its the only branded Lexus dealership in Hampton Roads area. The lack of quality control shows from the under trained techs to the lack commitment to appointment keeping. I can go way deeper into detail about the entire encounter, but I wont and trust me I have a very detailed write up of the entire encounter stay away. The Hospitality and agents at service desk are professional and accommodating (sugar coated sh** is a good analysis of the service department structure) coupled with technicians who lie or lack the experience to work effectively and horrible time management or appointment keeping took what started as a decent Dec 19th encouter on a downward spiral that ended Jan 30thA liar will not be believed, even when he speaks the truth. -Aesop“A man who dares to waste one hour of time has not discovered the value of life.”― Charles DarwinNot sure of all the names, but the staff and tech involved corrected 3 months of frustration in about 3.5 hrs pretty much all I wanted was a proper diagnosis not blind guessing games and throwing random parts at a problem. This tech spent less than less 1hr 10 mins( including disassembling the car) tracing the wire to locate the open in the circuit whereas I was instructed by tech #1 that I needed Gateway ecu . I think this problem could have been rectified way sooner had this tech been the original person assigned to the task. I hate to believe the first tech was just incompetent, but something just wasnt level about the encounter. Genuine or not they seemed to truly want to make it rite.

Tim is awesome! Very patient and helpful!

My experience with Charles Barker Lexus, Newport News was excellent once I solved the communications issue by a direct call to the Newport News dealership. The emails I sent to Virginia Beach and Newport News were ignored for some reason. However once I contacted Mark Davis at the Newport News dealership he made things happen. Then I had the opportunity to work with Mohamad T. Mayassi to close the deal on the purchase of a Certified Preowned 2011 Lexus ES 350. Working with these two gentlemen and acquiring this vehicle was my dream come true. Other folks I spoke to while at the dealership were also friendly and warm. Charles Barker Lexus has a class dealership in Newport News.

I love Frenchie

Never been here either. Your system is all screwed up.

Just dropped someone off there for car repair.

I will to thank Tj for all the help

Addressing moms vehicle issues

Great dealership, nice people, low pressure!

Very professional, friendly, & non-competitive atmosphere!

Always efficient and very nice.

Always give you a run around even to speak to somebody on the phone for service. Leave messages might get a call back 2days later. Been to many lexus dealers this particular dealer standards are horrible. Ill service my car else where.

Go see Tim Zay

Had my GX470 in for agreed upon service only to find the final cost was more than I was told. My car smelled like an oil pan (greasy, oily), and the service departments reply was the smell would burn off. I tried to contact the General Manager and have not received a reply in 3 days. I like the vehicle but without a professional dealership in the area I cannot recommend Charles Barker Lexus.

Would not wanna help because they close at 5.. and I work for the navy.. So stop by there today part department rude.. never will come back..

Always exceptional service!!

Salesman met me when they were closed to help me to get a car.

I was just there to drop off my car. I just wish that I didnt have to reserve a loaner if Im leaving my car overnight for service. I think me leaving my car overnight should be enough reason to need a loaner.

Great customer service

Super services n beautiful cars LS 500 !!!!!

Very helpful and courteous

Great customer service

Best staff and service

I bought a Lexus from there Fair Deal

No foreign cars for me