Originally Posted by r350

This does not sound right. In my case, once the price was agreed I had to sign a Buyer Order that included the out-the-door price with the specific options I had ordered as well as all taxes, fees and charges. After a few weeks I received a spec sheet with a temporary VIN and a list of the requested options and some accessories that I did not request (probably just a template). When I received the call about the car being ready I specifically asked if there was going to be any change to the price and was told it would not. I asked if I would still be able to take advantage of the $500 incentive if I financed with Lexus and was told I could get that as well.

The only additional amount that I paid over the buyer order was for Tire and Paint insurance ($750 for 5 years). We upgraded to the 17" alloy wheels and from past experience I think this may a worthwhile investment.

In my view the key to this was talking to a manager rather than a sales agent. It just so happened the day that I called was very busy so this manager (Business Development Coordinator) was assisting by taking calls. He did not have any commission to worry about and was very forthcoming.

I had previously worked with a sales agent at another dealership but even though he was nice on a personal level, I did not receive the professional service that I expected. This is why I was willing to work with a dealer over an hour away; there was no pressure or angle. Just good customer service. The manager even called me after the purchase to ask how we liked the car and whether we had any concerns.

Originally Posted by Brn2fish

I will. I am really worried due the fact that salesman mentioned that he emailed me a few weeks ago about the production date, but he never did. He also told at the beginning that "Company policy on all special orders is that final price will be given when the car is actually built", implying that cost of production may go up and I will have to pay the difference. I already verified with Lexus that they are not planning to change it for 2016 models.

I do not like any of that and leaning toward to request a switching sales consultant. Not sure if it is right move (wife discouraging me). I have never got a purchase order from the dealer.

Something is going on under the scene with that dealer. Two sales managers are gone since February. One of them I knew so well that I even requested that he should not be near my car deal in any shape or form.

All in all my vacation plans went to the toilet and instead of enjoying the experience I am angry and nervous. not to mention that my old 2002 ES 300 on very last leg of its life (recently AC died and have to live with that whole summer).

I have ordered ES 350 in Atomic Silver, Black leather, Luxury, Nav, Safety System, Parking Assist, BSM, heated wheel, Panoramic Roof and 17" wheels

Originally Posted by StevenTodd

I think the Sales Consultant is giving you a line of BS. When I special ordered my car I received a Lexus Worksheet which outlined the MSRP of the car, the dealership discount, trade-in value of my car and my $500 deposit. As a result, the worksheet gave me the net cost due upon delivery of the vehicle.


When I got the car I noticed the MSRP of the car on the sticker was $245 more than the MSRP on the worksheet. Discovered the car included the carpet trunk mat ($105), Wheel Locks ($75) and Cargo Net ($65) which I had not ordered. I do not know why these items were included. However, since I had brought a Cashier's check for the due amount listed on the Lexus worksheet that is the price I paid. The Sales Associate did not mention why these additional items were included. As a result, I got these items for free.

Originally Posted by Brn2fish

Alright folks, just wanted to update you on my saga of a factory order.

A couple of days ago my salesman stopped replying to my emails and I've decided a dealer that I am firing him.

General Sales Manager took over and told me that he personally handle my order.

Production of my February order is scheduled for June 29 (!!!).

When a asked to verify the specs, on a worksheet I've noticed different figures. After a closer look, I found that paint protection film and body-side moldings are missing, but instead I saw lid spoiler and the accessory package included.

That Manager told me that built was adjusted by western region since they were trying to find a closer match with cars that are going into production. What a BS!

I informed him that I am willing to buy ONLY the car that I have ordered at the price that was mentioned at the time when I placed my deposit. I will not accept any specs modification or price adjustments/difference or I will walk away from the delivery.

So this is what have got from Kuni Lexus of Greenwood Village in Colorado after being a loyal customer for over 12 years.

Originally Posted by StevenTodd

Sounds like you are getting a raw deal. If I was you I would walk. I would also call Lexus Headquarters and tell them about the lousy service you are getting from this dealership.

Originally Posted by Brn2fish

Alright folks, just wanted to update you on my saga of a factory order.

A couple of days ago my salesman stopped replying to my emails and I've decided a dealer that I am firing him.

General Sales Manager took over and told me that he personally handle my order.

Production of my February order is scheduled for June 29 (!!!).

When a asked to verify the specs, on a worksheet I've noticed different figures. After a closer look, I found that paint protection film and body-side moldings are missing, but instead I saw lid spoiler and the accessory package included.

That Manager told me that built was adjusted by western region since they were trying to find a closer match with cars that are going into production. What a BS!

I informed him that I am willing to buy ONLY the car that I have ordered at the price that was mentioned at the time when I placed my deposit. I will not accept any specs modification or price adjustments/difference or I will walk away from the delivery.

So this is what have got from Kuni Lexus of Greenwood Village in Colorado after being a loyal customer for over 12 years.

Originally Posted by lesz

It is not likely that the paint protection film and body side moldings would be installed at the factory. Likely, they would be port installed after the car was built. So, I would not expect to see those items on the build order.

Also, understand that, even when you place a custom order for a car, Lexus is not going to be "custom building" that car, and they are not going to stop the assembly line's production of other cars to build your car. If you were willing to wait until they were doing a production run with the exact build of your order, you might get the exact car that you wanted. My guess is that, since you have already told them that you have waited longer than you wanted to wait, they found an upcoming production run in which they were building vehicles as close as possible to what you want, and that production run is going to be building vehicles very close to but not exactly the same as what you would ideally want. The trade off is likely that you can have a car that is very close to what you want built in June, or you can wait months longer until they are building cars equipped exactly the way you want it to be equipped, and there is the possibility that they may never be building cars equipped exactly the way you want it done. Again, they aren't going to shut down the production run to build a car for you. The economics related to doing that would unworkable.

Originally Posted by r350

The custom order process worked very well for me. I asked for very specific options and Lexus delivered everything I ordered. The only deviation was that they "threw in" bi-Led lights with my Safety System+ package. The manager I dealt with sent me the list of options I had request and went over them with me before submitting the order. He clearly stated that he wanted to make sure that I got exactly what I wanted.

Originally Posted by r350

Despite all of these road-blocks (pun intended), my car was at the dealership in under 2 months from the date I signed the buyers order. The dealership told me it would take "3-4 months" so I was pleasantly surprised when it came so quickly. Either it was efficient service or an amazing coincidence that someone else may have ordered a similar car and cancelled.

Originally Posted by lesz

It is not likely that the paint protection film and body side moldings would be installed at the factory. Likely, they would be port installed after the car was built. So, I would not expect to see those items on the build order.

Also, understand that, even when you place a custom order for a car, Lexus is not going to be "custom building" that car, and they are not going to stop the assembly line's production of other cars to build your car. If you were willing to wait until they were doing a production run with the exact build of your order, you might get the exact car that you wanted. My guess is that, since you have already told them that you have waited longer than you wanted to wait, they found an upcoming production run in which they were building vehicles as close as possible to what you want, and that production run is going to be building vehicles very close to but not exactly the same as what you would ideally want. The trade off is likely that you can have a car that is very close to what you want built in June, or you can wait months longer until they are building cars equipped exactly the way you want it to be equipped, and there is the possibility that they may never be building cars equipped exactly the way you want it done. Again, they aren't going to shut down the production run to build a car for you. The economics related to doing that would unworkable.