We bought a used Lexus 250h hybrid from Bill Dodge's used car center in Brunswick, Maine last May, 2013. Our salesman, Raphael, while friendly enough, turned out that he didn't have a clue about many of the .features of the Lexus hybrid - locks, security features, modes of operating a hybrid, radio, satellite, and blue tooth controls. One feature we were told by Raphael the car didn't have was a remote starter, which we found out this spring that it indeed did, but the manager and service department had no idea about how to make it work. This feature would have been nice this winter. At the closing we were eagerly met by our smiling salesman, Raphael, who promised to fill the Lexus up with gas and wash it as he directed my wife and I into the finance manager's den. When we got out our new car it had neither been gassed or washed, and Raphael had vanished into thin air. We were left alone with our new car to figure out to operate it.
While there we were also subjected to a high pressure sales pitch to buy an expensive extended warranty plan, which I would not normally do under any circumstance, but in this case made an exception as the car was a hybrid and expensive to repair. We found out this spring, nearly a year after purchasing the car, that our Lexus still had a factory bumper to bumper warranty left on it for another two years. Just one more thing that neither Raphael or the finance manager knew about or cared to know about... they just wanted to sell what was a worthless plan to me to increase profit margin and commission. I was pretty ripped needless to say about being ripped off.
Being under the illusion that in this age of enlightenment , businesses realize that good customer service is vital for their bottom line, I paid a visit to Bill Dodge's finance manager, Dave, in Brunswick. I really thought the Bill Dodge dealership would try to make me a happy customer, and refund my money, and then I could go forth and spread the good word about incredible customer service Bill Dodge provided, and go on to buy a fleet of expensive cars from them down the road. I was in for bitter disappointment.
Dave turned out to be something of a "wise xx" and as defensive. He had an excuse for everything. ccording to Dave the warranty was a wonderful plan, and that I should keep it even though Lexus covered virtually all the same things "The Plan" did. And how could I expect Raphael to know everything about all of the twenty or thirty cars on the lot that cost more than many people earn in a year? And that we must have picked our car up on a busy day... so they didn't have time to wash it or to fill'er up. and Raphael's disappearance? He had to get back to the other dealership to sell more cars. No apologies, no offer to make "things" right, which I requested... like a full refund for the extended warranty plan, and if that was not possible how about some credit on future service? some oil changes, a lube job... something.. come on Dave... how about a Bill Dodge hat? Key ring? Just throw me some bone Dave... come on! You can make me walk outta here with a smile on my face and a bounce in my step, and not that shuffling out, kicking cans feeling that I had been ripped off. But nothing. Just a, "Hey, hope you'll come back and buy your next car here!". Ha, Ha you're funny Dave; like xxx I will. And oh yeah Dave, did I tell you I have a big mouth? I going to tell all my friends on Facebook and Twitter about my experience at this Bill Dodge dealership.
Well, despite Dave's best sales efforts I did cancel "The Plan", and according to Dave I will get some "prorated" portion of my money back. I love the Lexus hybrid, but the customer service at this Bill Dodge dealership sucks, and for me confirms the sleazy stereotypes about used car dealers.
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