Bergstrom Lexus of Madison

“This review oddly does't speak to purchasing a vehicle, receiving service or even great deals...it's about organizational culture and in my view from there, everything else is generated. Yesterday (March 6th) I drove from the Milwaukee area to attend a sporting event which coincidently took place about a half-mile from Bergstrom Lexus. Upon departing the hockey game, I experienced a flat tire on a set of tires just two weeks old. I immediately pulled over and attempted to change the tire, but neither I nor my friend could budge the lug nuts and we had no hammer to give the nuts an initial pop. As it happened, we found ourselves across the street from Bergstrom Lexus and decided some kind soul might take pity on this Milwaukeean and help remove the lug nuts so we could put the "donut" spare on and attempt to make it home...though, the trip would be more than the recommended 50 miles on such a tire. When I pulled my "wounded" 2014 Honda CRV onto the service entrance drive, I was not coming there to shop, purchase a new car or have mine serviced...I was seeking assistance to simply take off the stuck lug nuts. I should add it was 4:30 on a Friday afternoon when I arrived at their doorstep. This is the organizational culture part. The guys in the service department could not have been more pleasant. They indicated they could help remove the lug nuts and invited my friend and me into their lovely waiting area and enjoy a beverage while they worked on my car. Minutes later, one of the service reps came in and indicated they were able to remove the lug nuts and having removed the tire they felt they could repair it...found a nail in it. We were told that it might take 45 minutes or so, but they could do the repair and we could be on our way with a tire just as good as new. Once the tire was repaired and replaced, another member of the team brought me my keys and said, "You're good to go!" while also presenting me with the nail. I was so pleased that my trip home wasn't going to be filled with anxiety. I asked for my bill so I could pay for their kind assistance and was told "no charge." Auto dealership? "No charge!?" You know the stereotype. I was stunned! I insisted that I should pay something but was told they were just pleased to be able to help and so we left the dealership very, very thankful to have found ourselves just across the street from Bergstrom Lexus of Madison. To me this speaks ALL about organizational culture. It wasn't just one person who we encountered in that hour or so we were there, but a number on their team, and all were personable, helpful, concerned and just good people. They really had no incentive to do anything for me...could have absolutely told me they were just about to close the service area and instead given me the phone number of a local towing service. That said, one could tell they clearly work in a culture that encourages and expects the above personal qualities in their employees. Without being overly dramatic, the Bergstrom team members who my friend and I met that day, really gave me renewed hope that there are still good people out in our world. I may never have the occasion to buy a Lexus, but if I did, I would definitely head over to Middleton and Lexus of Madison simply because of the people who I encountered that day and if you are seeking a vehicle out of the high-end market, I highly recommend you give Lexus of Madison a look see.”

“Just had a pre-purchase inspection for a possible Lexus I was going to buy done at Bergstrom Lexus of Madison. The service advisor, Hernan Tinoco and the technician did an amazing job thoroughly reviewing with me different issues found with the PPI and also helped me make a decision on my purchase. Though I am out of state, I experienced excellent professionalism that made a stressful experience smooth and easy. I highly recommend this Lexus dealership for your Lexus needs!”

“Nate at Lexus was professional, attentive and knowledgeable. He took the time to explain everything clearly and helped resolve the issue with my vehicle. Nate reflects the high standards you expect from Lexus, and went above and beyond. Lexus makes an outstanding vehicle, but having that quality backed by exceptional local service makes the entire ownership experience more appealing. Thank you.”

“Wanted to give a shout out to Chadd Black, as well as Jerremy and Jerry. I was quite the skeptical and meticulous used car buyer, and they were able to satisfy my requests for videos, inspections, clear OTD price breakdowns, and more. I had a very smooth purchase experience even from out of state in Illinois. They helped me take the car to an independent pre-purchase inspection of my choosing, and due to some slight suggestions from the inspection, the team at Lexus eventually even conducted some extra non-mandatory wear and tear replacements before I drove the car away. Price is fair and haggle free, and service was good as expected from most Lexus dealers. Aside from a slight delay due to parts delivery, I would say the experience was great! Car itself is in great condition and under a great Lexus warranty, but I’ll update if something occurs.”

“I sent the email below to online sales rep about our experience. I didn't find ZERO star option as this dealership does not deserve One star.........................I don't want to give names for the people I had to deal with but they need training as they don't deserve to be in sales. They should go and learn that from Mercedes or Infiniti dealership in Madison on how to treat their customers. we had a very bad experience with this dealership. I would rate it the worst experience. We were greeted by a lady at the entrance who didn’t greet us warmly and instead of offering to help asked us who did we get appointment with and did not offer any help. The person who did reply by email due to your email was least interested in helping. No body at this location cared about customer service. Our experience at Mercedes dealership was completely opposite and amazing and I felt this dealership does not want our business. Very disappointed and this experience did destroy our evening. Management of this location need to train their staff on how to treat all customers as I was not welcomed at this location. Syed”