Full review text opened.
DealerRater - Apr 25, 2026
I don’t usually leave reviews, but my experience with IRA Lexus of Danvers was so unacceptable that I feel obligated to warn others.
I brought my vehicle in on December 10 for one clear, limited issue: repairing injector wires that caused my AWD to disengage. That was the only service I authorized. Instead of addressing that, I was contacted and aggressively pushed to approve a $2,900 water pump replacement—something I clearly declined multiple times.
What happened next was completely unacceptable. I was told outright that unless I approved the water pump repair, they would refuse to complete the injector wire repair I actually came in for. At that point, my vehicle was already in their possession, essentially leaving me stuck and pressured into an unrelated, expensive service just to get my car back.
When I pushed back, I was told I could sign a waiver to proceed with only the original repair. I agreed. Then, without explanation, that option was suddenly revoked, and I was again told no work would be done unless I approved the additional service. This kind of bait-and-switch behavior is not just frustrating—it’s deceptive.
Trying to resolve the situation only made things worse. My initial emails to the Service Director were ignored. It wasn’t until I escalated to corporate that I finally got a response. Conveniently (not sure if it's coincidence), I was then told the service consultant involved was no longer with the company. When I spoke to the General Manager, there was some acknowledgment, but ultimately no real accountability.
No customer should ever feel pressured, cornered, or held hostage into approving services they did not request. This experience felt coercive, unprofessional, and completely out of line with what you would expect from a dealership representing the Lexus brand.
Proceed with extreme caution. Get everything in writing, question everything, and be prepared to push back hard. Based on my experience, I would not trust this dealership with my vehicle, and quite frankly/sadly I cannot recommend the service at IRA Lexus of Danvers.
