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Appalling Lexus Dealer Experience

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Old 03-20-15, 07:50 PM
  #46  
dseag2
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Originally Posted by dchar View Post
That's if you don't make your payments or pay late...it may lower it a couple points when they do a credit check, but it goes back up later.
Correct. I co-signed for my gf's G37 Vert and my credit score went down because that is basically showing as a new loan for me. It took quite a while for my credit score to go back up.
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Old 03-21-15, 06:09 AM
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Originally Posted by dseag2 View Post
Correct. I co-signed for my gf's G37 Vert and my credit score went down because that is basically showing as a new loan for me. It took quite a while for my credit score to go back up.
Normaly after 6m it goes back to they way it was before. Its case by case ofcourse.
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Old 03-21-15, 11:24 AM
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The forum now have Lexus reps answering questions, try posring this on here, maybe they can help to contact Coorprate
https://www.clublexus.com/forums/announcement.php?f=&a=293

Originally Posted by dchar View Post
I have given Lexus of Riverside 2 weeks to follow-up and apologize for my recent experience, yet no response from them. I think it is important to let you guys know about the practices of this dealer. It's a long story, so if you want the main reason for my disgust, move down to the third paragraph. Get a cup of coffee because it's a long one...

After ending my first GS ease and starting another one at the this dealer, I was unable to give good ratings on a survey for my salesman due to his rude attitude and lack of care to make the experience as easy as possible. I showed up at the dealer to get a quote, and they refused to give me one because I didn't have my co-signer present even though they already have our credit info. Then after some convincing they finally gave me quote that was much higher than my previous car. Cross shopped with dealers in LA which offered much better deals (several thousands less) for the same exact car (figures that people on the four were getting). Wanted to buy from local dealer due to perks, so I contacted them and they started slandering the other dealers. Then I told them that the other dealer has the car and I will go down to buy it there. They changed their tune immediately and said they will match it since they already traded with another dealer. When we arrived to the dealer, none of the paperwork was started even though they had most of our info on record. We waited for 3 hours, while salesman was on his phone, for them to finally get us into the finance office. When we got in, the finance person was confused and didn't know what was going on. Spent another hour signing paperwork. When we finally finished, the dealer had been closed and the salesman rushed us out the door without thanking us for our business. Buying a car should not take 4 hours, especially if the deal was already made.

Even though I wasn't able to give a good rating on the survey, I returned to the dealer again to purchase another Lexus (ES for the mom) in hopes of having a better experience with a different salesman. After haggling a bit, the salesman brought a copy of the survey and stated, "My manager says we cannot come any lower on the price due to your past survey. Your survey really hurt us so we need a way to make up for the loss." Punishing a customer for their survey is a low blow. No follow-up was made after they received the survey to find out reasons for mediocre ratings. As I let the salesman know about my disappointment and disgust, the sales general manager (Mark Marchant) finally came out and started yelling and lecturing me. "Young man, you wouldn't be driving your GS if it wasn't for me and your salesman. How can you give us a bad survey after we got you such a good deal? Your deal was one of the worst for my dealer. I trusted that you would give my salesman a good review and you didn't. My salesman lost his holiday bonus because of you and your survey. It seems like we can't please customers like you." He didn't allow me to explain before he told us to leave and stormed off. He seemed to be set on getting revenge and teaching me a lesson. When I got a quote from a different dealer that was a couple thousand less, on a similar car, he started slandering the other dealer saying that it was a trick and too good to be true. Went down to the other dealer and picked up the car for the deal I wanted. It is obvious that the sales GM had an agenda to rip us off by using the past survey as ammunition. When I brought my experience to the attention of the GM for the dealer, she ignored the email, and a different personnel at the dealer had to get a response over the incident for me. She told the personnel to tell me that she "did not agree with my statements and therefore we would need to agree to disagree." No follow-up, apology, or desire to investigate the situation. I have never encountered so many rude managers in my life. They treat their loyal, returning customers like trash after one little survey. Be careful what you say on their surveys because they are not anonymous and can be used against you when you try to be honest. Dealer does not represent the Lexus reputation for excellence. Other dealers provide more competitive pricing and better inventory. After 2 bad experiences and how they were handled I cannot recommend buying a car here. Customer service from the dealership is horrible. They are not honest and "play games" to make you pay more.

I'm not mad that they didn't give me a deal the third time, I'm mad about the reason and the attitude of the sales GM and the dealer GM. They could've just not go any lower and let me leave, but they wanted to harass me about the survey to make a point. Do you guys think what they did was right? Do I have the right to give an honest response on surveys? Do you guys think that I am at least entitled to an apology?

Sorry for the long rant, but I felt you guys should know about how Lexus of Riverside does business with loyal customers. I don't expect to receive any compensation, just a sincere apology.
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Old 03-21-15, 11:49 AM
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Yes corporate that shiat! U'll be doing a good favor for the future buyers. Good Lexus customers should be treated like Kings and Queens!
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Old 03-21-15, 01:41 PM
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Originally Posted by FastTags View Post
The forum now have Lexus reps answering questions, try posring this on here, maybe they can help to contact Coorprate
https://www.clublexus.com/forums/ann...t.php?f=&a=293
The Lexus Customer Service forum appears to be for service-maintenance and feature-component related questions instead of problems, issues or complaints with dealership personnel, which is often complex, involved and intricate...and almost always has a personal nature and bias to it that simply cannot be resolved by hearing just one person's side of the story, nor dealt with on an Internet forum.
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Old 03-21-15, 01:55 PM
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Worth a try
Originally Posted by bclexus View Post
The Lexus Customer Service forum appears to be for service-maintenance and feature-component related questions instead of problems, issues or complaints with dealership personnel, which is often complex, involved and intricate...and almost always has a personal nature and bias to it that simply cannot be resolved by hearing just one person's side of the story, nor dealt with on an Internet forum.
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Old 03-21-15, 08:10 PM
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I've already made a couple complaints to corporate and they said regional will get involved soon. They were very apologetic, unlike Lexus of Riverside. I wish I recorded the incident for people to see.
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Old 03-22-15, 10:32 AM
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Originally Posted by dchar View Post
I've already made a couple complaints to corporate and they said regional will get involved soon. They were very apologetic, unlike Lexus of Riverside. I wish I recorded the incident for people to see.
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Old 03-22-15, 10:56 AM
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Originally Posted by dchar View Post
I've already made a couple complaints to corporate and they said regional will get involved soon. They were very apologetic, unlike Lexus of Riverside. I wish I recorded the incident for people to see.
They will believe you, they can easily find your survey. You can email them jsut for the record, tell them how you feel and how you made a purchase elsewhere and hope they will email you back with some crap. Try to make them say crap about you and what they did for the record sake
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Old 03-24-15, 12:04 PM
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I am flabbergasted at how you were treated and even more flabbergasted that you are second guessing the entire ordeal. Dude they treated you like crap and tried to chastise and punish you like a dang kid. If you REALLY want to reach the widest dissemination of people I'd post your review to Yelp where thousands if not tens of thousands of people visit on a daily basis, if not hourly basis. Don't be afraid to call each and every one of them out by name! Someone reading your review not only need to know the dealership to avoid but also the specific people.
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Old 03-24-15, 12:27 PM
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Originally Posted by GX4704ME View Post
If you REALLY want to reach the widest dissemination of people I'd post your review to Yelp where thousands if not tens of thousands of people visit on a daily basis, if not hourly basis.
If you haven't already, I would even post it on DealerRater.com
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Old 03-24-15, 12:41 PM
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Some dealers don't participate in DealerRater, mostly the shytty ones.
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Old 03-24-15, 01:00 PM
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Originally Posted by ItzFilyO View Post
Some dealers don't participate in DealerRater, mostly the shytty ones.
Well after this experience, I would consider this dealer's sales department as one of "those" dealers. I have posted something on all the dealer rating websites (Edmunds, cars, dealer rater). Consider writing one for yelp soon. No response from dealer yet, so they must feel justified for their behavior.
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Old 03-24-15, 01:46 PM
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Looks like ur not the only one getting a bad service from this dealer. Their rating is awful!

http://www.dealerrater.com/dealer/Le...-review-41439/
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Old 03-24-15, 02:36 PM
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Originally Posted by ItzFilyO View Post
Looks like ur not the only one getting a bad service from this dealer. Their rating is awful!

http://www.dealerrater.com/dealer/Le...-review-41439/
holly molly, that dealer is a dog
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