Does Freeman Lexus Not Want Our Business?
10-08-05, 05:32 PM
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Does Freeman Lexus Not Want Our Business?
I hope this thread doesnt get removed, because I think it is important to let everyone know about a dealer who holds no regard for the Lexus enthusiast community.
As you may have read in a couple of my other posts, I'm disappointed that the Mark Levinson won't be available in the first allocation.
Thought I think some lexus dealers might consider me "a pain in the ***", my request is simple:
Give me good service by going and finding out for sure what the answer is, and let me know when you find out. Give me a reasonable time frame in which my car will be available, or tell me, definitively, that it won't be available at all.
I made a single call to Freeman Lexus in Santa Rosa, CA, to see if I could find that level of service. I made a simple request, find my car and get a check.
I spoke with Carey Mason, the general manager. He quickly told me that no vehicles will be delivered to the west coast with the ML option. My impression, based on the context of his comments, is that they will never come with ML. He said the standard sound system is a 7 speaker system that sounds fine. He also said putting the ML option on the vehicle will price it with the GS.
Considering the IS350 comes with 13 speakers and not 7, and pricing information is NOT available, I knew immediately that I was barking up the wrong tree. I let him know that this community is knowledgeable about the first allocation and shared a couple of numbers with him. He started to argue and repeated back the same numbers I had given him, saying I was wrong. OK, whatever.
I then told him that there is an uproar about the issue within the community and he said:
"What, with your 5 member group?" then he chuckled. That is when I ended the call.
This guy essentially shat on a customer with a $40,000 check in hand and shat on the Lexus community as a whole.
Please let it be known that Freeman Lexus doesnt care about what this customer wants and has no respect for the Lexus community.
I'll make sure Lexus knows that on Monday.
As you may have read in a couple of my other posts, I'm disappointed that the Mark Levinson won't be available in the first allocation.
Thought I think some lexus dealers might consider me "a pain in the ***", my request is simple:
Give me good service by going and finding out for sure what the answer is, and let me know when you find out. Give me a reasonable time frame in which my car will be available, or tell me, definitively, that it won't be available at all.
I made a single call to Freeman Lexus in Santa Rosa, CA, to see if I could find that level of service. I made a simple request, find my car and get a check.
I spoke with Carey Mason, the general manager. He quickly told me that no vehicles will be delivered to the west coast with the ML option. My impression, based on the context of his comments, is that they will never come with ML. He said the standard sound system is a 7 speaker system that sounds fine. He also said putting the ML option on the vehicle will price it with the GS.
Considering the IS350 comes with 13 speakers and not 7, and pricing information is NOT available, I knew immediately that I was barking up the wrong tree. I let him know that this community is knowledgeable about the first allocation and shared a couple of numbers with him. He started to argue and repeated back the same numbers I had given him, saying I was wrong. OK, whatever.
I then told him that there is an uproar about the issue within the community and he said:
"What, with your 5 member group?" then he chuckled. That is when I ended the call.
This guy essentially shat on a customer with a $40,000 check in hand and shat on the Lexus community as a whole.
Please let it be known that Freeman Lexus doesnt care about what this customer wants and has no respect for the Lexus community.
I'll make sure Lexus knows that on Monday.
10-08-05, 05:58 PM
#2
Thats disturbing news, sorry to hear it.
There is no reason for any dealer to shun a customer willing to spend that kind of cash on a vehicle.
There is just too much profit potential in each early sold vehicle for them to take any sale for granted.
I hope that you are able to located your ideal vehicle.
I remember someone posted pics of early models arrived in Florida and one 350 did have ML in it.
I am in Georgia, if money if not an issue for you I'd suggest you call around and find a dealer who can get you the perfect vehicle and go pick it up or have it trucked to you for a slight fee.
Good luck!
There is no reason for any dealer to shun a customer willing to spend that kind of cash on a vehicle.
There is just too much profit potential in each early sold vehicle for them to take any sale for granted.
I hope that you are able to located your ideal vehicle.
I remember someone posted pics of early models arrived in Florida and one 350 did have ML in it.
I am in Georgia, if money if not an issue for you I'd suggest you call around and find a dealer who can get you the perfect vehicle and go pick it up or have it trucked to you for a slight fee.
Good luck!
10-08-05, 06:00 PM
#3
As frustrating as it is, remember that most salesmen primarily sell cars, and do not research them as much as we "enthusiasts" do. Most know the general basics, not the details.
The best way to get information is to ask members in the CL community. We know all about the details.
As of now, there are a few details out there about final pricing and availability of certain options such as ML or port-installed accessories. I ordered my car over two months ago, and Toyota Headquarters do not know (yet) when port-installed accessories will be available. As of last week, they could only offer me wheel locks, cargo net, and trunk mat. And they were not able to give me any information on pricing. This is from the U.S. Headquarters!!!
Take your time with asking people questions. You will find out that most people do not know ******, and that only a few will have valuable useful info.
The best way to get information is to ask members in the CL community. We know all about the details.
As of now, there are a few details out there about final pricing and availability of certain options such as ML or port-installed accessories. I ordered my car over two months ago, and Toyota Headquarters do not know (yet) when port-installed accessories will be available. As of last week, they could only offer me wheel locks, cargo net, and trunk mat. And they were not able to give me any information on pricing. This is from the U.S. Headquarters!!!
Take your time with asking people questions. You will find out that most people do not know ******, and that only a few will have valuable useful info.
10-08-05, 06:15 PM
#5
Lexus Test Driver
Originally Posted by OneHump
I hope this thread doesnt get removed, because I think it is important to let everyone know about a dealer who holds no regard for the Lexus enthusiast community.
As you may have read in a couple of my other posts, I'm disappointed that the Mark Levinson won't be available in the first allocation.
Thought I think some lexus dealers might consider me "a pain in the ***", my request is simple:
Give me good service by going and finding out for sure what the answer is, and let me know when you find out. Give me a reasonable time frame in which my car will be available, or tell me, definitively, that it won't be available at all.
I made a single call to Freeman Lexus in Santa Rosa, CA, to see if I could find that level of service. I made a simple request, find my car and get a check.
I spoke with Carey Mason, the general manager. He quickly told me that no vehicles will be delivered to the west coast with the ML option. My impression, based on the context of his comments, is that they will never come with ML. He said the standard sound system is a 7 speaker system that sounds fine. He also said putting the ML option on the vehicle will price it with the GS.
Considering the IS350 comes with 13 speakers and not 7, and pricing information is NOT available, I knew immediately that I was barking up the wrong tree. I let him know that this community is knowledgeable about the first allocation and shared a couple of numbers with him. He started to argue and repeated back the same numbers I had given him, saying I was wrong. OK, whatever.
I then told him that there is an uproar about the issue within the community and he said:
"What, with your 5 member group?" then he chuckled. That is when I ended the call.
This guy essentially shat on a customer with a $40,000 check in hand and shat on the Lexus community as a whole.
Please let it be known that Freeman Lexus doesnt care about what this customer wants and has no respect for the Lexus community.
I'll make sure Lexus knows that on Monday.
As you may have read in a couple of my other posts, I'm disappointed that the Mark Levinson won't be available in the first allocation.
Thought I think some lexus dealers might consider me "a pain in the ***", my request is simple:
Give me good service by going and finding out for sure what the answer is, and let me know when you find out. Give me a reasonable time frame in which my car will be available, or tell me, definitively, that it won't be available at all.
I made a single call to Freeman Lexus in Santa Rosa, CA, to see if I could find that level of service. I made a simple request, find my car and get a check.
I spoke with Carey Mason, the general manager. He quickly told me that no vehicles will be delivered to the west coast with the ML option. My impression, based on the context of his comments, is that they will never come with ML. He said the standard sound system is a 7 speaker system that sounds fine. He also said putting the ML option on the vehicle will price it with the GS.
Considering the IS350 comes with 13 speakers and not 7, and pricing information is NOT available, I knew immediately that I was barking up the wrong tree. I let him know that this community is knowledgeable about the first allocation and shared a couple of numbers with him. He started to argue and repeated back the same numbers I had given him, saying I was wrong. OK, whatever.
I then told him that there is an uproar about the issue within the community and he said:
"What, with your 5 member group?" then he chuckled. That is when I ended the call.
This guy essentially shat on a customer with a $40,000 check in hand and shat on the Lexus community as a whole.
Please let it be known that Freeman Lexus doesnt care about what this customer wants and has no respect for the Lexus community.
I'll make sure Lexus knows that on Monday.
10-08-05, 07:21 PM
#7
Originally Posted by PhilipMSPT
As frustrating as it is, remember that most salesmen primarily sell cars, and do not research them as much as we "enthusiasts" do. Most know the general basics, not the details.
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10-08-05, 07:30 PM
#8
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Thanks for all the feedback. I agree that this person, especially being the General Manager, should have had a better approach to customer service.
I'm not sure what I'm going to do yet. I'd love to give Elizabeth my money. I'm going to wait and see if she has more information next week. If I have to order, I'll order through her.
I might check other regions and pay to have the vehicle shipped. That's great advice.
Thanks for your support!
I'm not sure what I'm going to do yet. I'd love to give Elizabeth my money. I'm going to wait and see if she has more information next week. If I have to order, I'll order through her.
I might check other regions and pay to have the vehicle shipped. That's great advice.
Thanks for your support!
10-08-05, 07:37 PM
#9
Sometimes it's the delivery, the tone of voice and language that can affect whether one is in agreement with another.
That said, whatever happened to 'the customer is always right'? This dealership should at least give its prospective customers the benefit of the doubt. I think that some Lexus dealerships have gotten too comfortable with their high profit margins, and runaway success, that they have forgotten the strength of service and customer care that got them there.
Hopefully most Lexus dealerships still retain that, or are improving. After a rather unspectacular (by Lexus standards) experience at one Lexus dealership, we switched our business to another and were quite satisfied. Ah, the joy of discovering Lexus care as it was meant to be, and as its reputation warrants!!! It's still out there.
That said, whatever happened to 'the customer is always right'? This dealership should at least give its prospective customers the benefit of the doubt. I think that some Lexus dealerships have gotten too comfortable with their high profit margins, and runaway success, that they have forgotten the strength of service and customer care that got them there.
Hopefully most Lexus dealerships still retain that, or are improving. After a rather unspectacular (by Lexus standards) experience at one Lexus dealership, we switched our business to another and were quite satisfied. Ah, the joy of discovering Lexus care as it was meant to be, and as its reputation warrants!!! It's still out there.
10-09-05, 08:17 AM
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That's certainly correct about delivery. I was more than nice to the guy. He seemed to have a chip on his shoulder from the start, as if I were not a serious buyer and that no one could want anything (ML) if he didnt want it.
The bottom line here is that I'm trying to find someone who *wants* my business. From the first day I walked into a dealership, I was suprised to find a lack of "pressure" that I've seen in the past. I thought that was a good thing, and it is... until it extends to a lack of concern for a customer's business or, more importantly, a lack of concern for a customer's needs.
Lexus is supposed to be more in touch with the customer than any other manufacturer. Casey Mason at Freeman Lexus has taken the exact opposite of that approach. He doesnt care what at least one customer wants and mocks a community that directly results in Lexus' success.
Sure, I'm a demanding customer, but not an unreasonable one. The bottom line is that I have $45,000 to spend and am looking for someone who wants to earn it.
The bottom line here is that I'm trying to find someone who *wants* my business. From the first day I walked into a dealership, I was suprised to find a lack of "pressure" that I've seen in the past. I thought that was a good thing, and it is... until it extends to a lack of concern for a customer's business or, more importantly, a lack of concern for a customer's needs.
Lexus is supposed to be more in touch with the customer than any other manufacturer. Casey Mason at Freeman Lexus has taken the exact opposite of that approach. He doesnt care what at least one customer wants and mocks a community that directly results in Lexus' success.
Sure, I'm a demanding customer, but not an unreasonable one. The bottom line is that I have $45,000 to spend and am looking for someone who wants to earn it.
10-13-05, 11:09 PM
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Originally Posted by OneHump
I hope this thread doesnt get removed, because I think it is important to let everyone know about a dealer who holds no regard for the Lexus enthusiast community.
As you may have read in a couple of my other posts, I'm disappointed that the Mark Levinson won't be available in the first allocation.
Thought I think some lexus dealers might consider me "a pain in the ***", my request is simple:
Give me good service by going and finding out for sure what the answer is, and let me know when you find out. Give me a reasonable time frame in which my car will be available, or tell me, definitively, that it won't be available at all.
I made a single call to Freeman Lexus in Santa Rosa, CA, to see if I could find that level of service. I made a simple request, find my car and get a check.
I spoke with Carey Mason, the general manager. He quickly told me that no vehicles will be delivered to the west coast with the ML option. My impression, based on the context of his comments, is that they will never come with ML. He said the standard sound system is a 7 speaker system that sounds fine. He also said putting the ML option on the vehicle will price it with the GS.
Considering the IS350 comes with 13 speakers and not 7, and pricing information is NOT available, I knew immediately that I was barking up the wrong tree. I let him know that this community is knowledgeable about the first allocation and shared a couple of numbers with him. He started to argue and repeated back the same numbers I had given him, saying I was wrong. OK, whatever.
I then told him that there is an uproar about the issue within the community and he said:
"What, with your 5 member group?" then he chuckled. That is when I ended the call.
This guy essentially shat on a customer with a $40,000 check in hand and shat on the Lexus community as a whole.
Please let it be known that Freeman Lexus doesnt care about what this customer wants and has no respect for the Lexus community.
I'll make sure Lexus knows that on Monday.
As you may have read in a couple of my other posts, I'm disappointed that the Mark Levinson won't be available in the first allocation.
Thought I think some lexus dealers might consider me "a pain in the ***", my request is simple:
Give me good service by going and finding out for sure what the answer is, and let me know when you find out. Give me a reasonable time frame in which my car will be available, or tell me, definitively, that it won't be available at all.
I made a single call to Freeman Lexus in Santa Rosa, CA, to see if I could find that level of service. I made a simple request, find my car and get a check.
I spoke with Carey Mason, the general manager. He quickly told me that no vehicles will be delivered to the west coast with the ML option. My impression, based on the context of his comments, is that they will never come with ML. He said the standard sound system is a 7 speaker system that sounds fine. He also said putting the ML option on the vehicle will price it with the GS.
Considering the IS350 comes with 13 speakers and not 7, and pricing information is NOT available, I knew immediately that I was barking up the wrong tree. I let him know that this community is knowledgeable about the first allocation and shared a couple of numbers with him. He started to argue and repeated back the same numbers I had given him, saying I was wrong. OK, whatever.
I then told him that there is an uproar about the issue within the community and he said:
"What, with your 5 member group?" then he chuckled. That is when I ended the call.
This guy essentially shat on a customer with a $40,000 check in hand and shat on the Lexus community as a whole.
Please let it be known that Freeman Lexus doesnt care about what this customer wants and has no respect for the Lexus community.
I'll make sure Lexus knows that on Monday.
ive heard stories saying a customer came in demanding this and demanding that. the salesmen says. "your pissing me off get the **** out"
cust rreplies "who the hell are you to tell me to get out"
salesmen "hands him his buisness card."
customer walks out
needless today that the sales men is the owners son. lol it happens let it go. and find another dealer who is willing to recive ur check for a lovly car
11-03-05, 08:43 AM
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Don't bother with Lexus of Marin either. They have the same attitude as Freeman. I also went in to pay cash for a new IS250 and was basically ignored and no I'm not a young guy. I was hoping that Freeman was better, I guess not.
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