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Ira Lexus of Manchester

18 Kilton Rd, Bedford, New Hampshire 03110
Sales: (603) 218-3500
Service: (888) 214-5036

Makes: Lexus|Service Center
 
Excellent
92% Recommend

Overall Rating 4.7

96 Lifetime Reviews

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Ira Lexus of Manchester
96 Lifetime Reviews
Ira Lexus of Manchester Info
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96 Dealership Reviews
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Reason For Visit
Sales (New)

"2014 RX 350 SUV with a bad transmission"

A few weeks ago my wife purchased a brand new 22014 RX 350. Little did she know that her new car experience will turn into a nightmare. My wife drove the car around the dealership for about 5 miles, she was excited about the new Lexus went and purchased the car over phone. She went back the next day to finish the paperwork and pick up the car (the car had 45 miles when she drove it out of the dealer lot). She drove the vehicle home late Friday evening, when she got home she told me that something is not right about this car. She described the problem as vibration when the vehicle goes up to certain speed. I drove the car to figure out what she is talking about and it vibration happens when it shifts to a higher gear. She called the dealer and made an appointment to get it checked out. The dealer called California and went through a series of tests and procedures (i.e. drain the transmission fluid without success). The service manager gave us a call and said they ordered a new transmission and the car will be ready a week later. WHAT!!!! Update on 5/5/2014: Just to keep everyone up-to-date on this issue: Lexus corporate headquarter gave me a call today to ensure that the issues I raised have been addressed and that all is well with the new transmission. They are also try to do well by me. I was also happy to hear from the GM of the IRA Lexus Bedford NH. He wanted to make sure the vehicle is operating 100%. And if I had any issues to call him directly at his number. The service department handled the transmission replacement very professorially and kept me posted on the progress.

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Employees dealt with

ED


Reason For Visit
Sales (Used)

"I Purchased a vehicle Ira Lexus of Manchester wanted..."

I Purchased a vehicle Ira Lexus of Manchester wanted March 8, 2014. I found the vehicle on Autotrader and requested information about the car. I ended up working with Samantha Sula. when Samantha and I spoke via phone and by email I specifically informed Ms. Sula that I lived in North Carolina and would be flying in to purchase the vehicle. Therefore detailed pictures were requested. Ms. Sula sent pictures via email but they didn't have enough detail so I asked if she could send more. Ms. Sula sent more and also informed me that more pictures were posted on their website. I liked what I saw so I placed a $500 deposit to hold your vehicle; as requested by Ms. Sula. I flew into the Boston Airport and took a 1.5 hr shuttle to Manchester; Ms. Sula picked me up from this location. We arrive at the dealership and to this point everyone is pleasant. Ms. Sula took me to see the vehicle and at a glance it looked ok. We then proceeded to her office to discuss, get documents signed. In the process Ms.Sula had to excuse herself to finish up another deal. While waiting I went back to the car to examine more. I noticed some interior imperfections and a 24+ inch scratch on the rear passanger side of the car; close up pictures were taken of the car and sent to me but this imperfection was not there. It looked as if someone opened a door to wide and damaged the vehicle. Once Ms. Sula and I rejoined I mentioned this and she went to examine the vehicle. She identified the scratch the interior imperfections on both rear door interior panels and the "frankinstein stitch" (words I use to describe the imperfection) on the driver side door pocket. The driver seat was worn but the pictures that were sent to me does not reveal the imperfection. Ms. Sula took my concerns to a manger. They offered me $300 to have the scratch removed and the front drivers door pocket fixed. I did not think that this would be enough to cover expenses. Ms. Sula informed me that this cost was based on their prices; not taking into consideration that I didnt live in New Hampshire and it could be different in NC. So I asked if we could agree for me to take the vehicle to the Lexus dealership in NC and they estimate the repairs and they pay them directly; her manages disagreed. So I contacted a relative that owns a body shop and he quoted me $250/per panel and NC lexus gave me a price based off past experience of $150+ to fix the door pocket; they wouldn't agree at alk to fix the imperfections on the back seat interior panels. So I asked for $700 to cover cost; management again disagreed. So they started that the shop would be open on Monday but I couldnt stay until Monday. Further I have an email specifically asking for details regarding this vehicle and for some reason this was left out. They didn't offer me hotel stay until Monday or nothing. Ed Stockel, General Manager, found someone to buff the area containing the scratches and advised me that he would not sign anything stating that the scratches would not reappear and he took back the offer to fix the driver front pocket; he stated that he didn't know anything about the door panel and the other imperfections on the backseat panels. I asked Mr. Stockel how did this car get certified? Its not like new, which is one of the perks for purchasing a certified vehicle. Ms. Sula apologized and stated that she would understand if I didnt purchase the car; further we can "shake hands" and part ways. Not offering me a refund for being mislead or even a ride; be mindful I flew in and took a shuttle to get there. Another flight wasnt available from the NH airport until next day. Their attitudes lead me to believe they knew the condition of the vehicle and they knew that I had NO way back without transportation. Therefore it was no room for negotiating the imperfections that were intentionally left out. So I signed the papers and they acknowledged that they owed me a cargo net that I have not received. I contacted Ms. Sula via email w/ read & delivery receipt and she has not responded. David Gerardi closed the deal. No one ever took me out on a test drive; didnt even offer. However, Ms. Sula did offer to explain the manual and I declined; I had just sold the same car and was familiar w/ the upgrades. Mr. Stockel nor Mr. Geradi shook my had at the close of the deal nor did they see on my way nor apologize the all the confusion. Ms. Sula did try to make peace and I told her that I would be contacting someone regarding my treatment and the fact that I was mislead and uninformed of the true nature of the car. The scratch came back and Mr. Stockel said it wouldn't but I knew he was being untruthful when he denied putting it in writing. I will provide pictures and emails of what they sent me and the unedited pictures that i took; the vehicles interior looking totally different from the pictures that they sent. I would like for them to fix the imperfections since I was not allowed to see prior to the purchase and was unaware. Please help if at all possible. Thanks

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Employees dealt with

Samantha Sula, David Geraldi, Ed Stockel


Reason For Visit
Sales (New)

"I have been dealing with Ira Lexus/Lexus of Manchester..."

I have been dealing with Ira Lexus/Lexus of Manchester and Doug Clifford for over 12 years. This is my fifth RX 350. I guess maybe you could say that this vehicle could sell itself--at least to me. However, what initially made this my car of choice was Doug Clifford. He's not your "average salesman". From day one, he has never been pushy or over bearing. There were never any surprises during or after the sale. Doug has the patience of a saint. Being electronically challenged, I'm sure that I have tried his patience! No question is too foolish. No task is too silly. All phone calls are returned. I can't imagine buying a vehicle from anyone else.

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Sales (New)

"We have leased four Lexus RX 350s over the years. Three..."

We have leased four Lexus RX 350s over the years. Three of these were leased from Ira Lexus of Manchester. There is a reason we drive four hours from Vermont to Ira Lexus: superb service! Joe Cardello did everything he possibly could to insure that our leasing experience was pleasurable and that the outcome was to our satisfaction. He makes us feel like family and we are proud to be in the Lexus family. Joe is our "go-to" guy for Lexus leasing and we hope he will remain so for many years to come. There is no one better. We were gratified that Joe introduced us to Ed Stockel and Nigel Long, who were both considerate and instrumental in providing us with assistance in achieving our goals. The RX 350 is quite simply a sensational automobile and we drove it home because of a sensational team. Kenneth and Lisa Kimmins

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"Awesome, grade A+ service. In the past I have owned..."

Awesome, grade A+ service. In the past I have owned Mercedes, BMW's and Porches the service was just fine. But the service at Ira of Manchester/Bedford is amazing . The staff is both friendly and professional. In these tough economic times, I have to say, as far as Luxury goes; Lexus is the best bang for your buck and Ira's service is second to none.

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Sales (New)

"I have been purchasing/leasing cars for more years than I..."

I have been purchasing/leasing cars for more years than I care to share. In all my years, this is THE best group. Friendliness, professionalism, respect for the customer and sincere effort to develop long-term relationships. Superb service department and staff, very welcoming group. I have sent friends to Ira who are also very happy with their experiences here. Lexus should be very proud of how their brand is being represented by Ira Lexus of Manchester!

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Sales (Used)

"Today I purchased a Certified Pre-owned Lexus ct200h from..."

Today I purchased a Certified Pre-owned Lexus ct200h from Doug Clifford at Ira Lexus in Bedford, NH. It was one of the most pleasant car buying experiences I have ever had. Doug's demeanor was consistent and friendly throughout. I did quite a bit of research and found their pricing to be fair and close enough to recommended value, making the transaction relatively painless. The dealership was extremely clean, everyone I met was very professional and friendly, and the used car I bought was beautifully conditioned. I have been to over 8 dealerships of all different brands over the past two weeks and this one was the best by far!

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Reason For Visit
Sales (Used)

"I was on a mission looking for a used RX330 with low..."

I was on a mission looking for a used RX330 with low miles ( I had seen an 06 model online that I went specifically to see and test drive). Being a previous Lexus owner and already having test driven the model from other dealers, if the car in inventory was in the beautiful shape as described, I was expecting to trade in my ES300 (with over 200K miles). Doug Clifford greeted us. Someone had just come back from a test drive and another rep had the keys... he had to check on whether it was still available. Fortunately for me, it was and Doug had come out on the drive . This RX330 was a gem! A very knowledgeable sales consultant, Doug was able to answer any question that came up and he knew the model inside and out. Doug made the purchase of this vehicle a very easy and enjoyable process and I would highly recommend seeking him out personally if you are considering a Lexus purchase. Michelle

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"I bought a new Lexus a week ago. My sales person was on..."

I bought a new Lexus a week ago. My sales person was on vacation on the day of delivery so Doug Clifford graciously agreed to deliver the vehicle. He spent about 2 hours with me going over the many features of the vehicle. He demonstrated a great command of all the systems, and was very patient with me who, I'm sure was obvious to him, was having difficulty grasping it all. He repeatedly told me to call him if I experienced any difficulties trying to operate the complicated array of options. Of course I had difficulties, so I called him. He seemed delighted that I called and insisted I come in even though he had other sales customers at the time. He managed to juggle his customers and take care of my concerns too. He's able to make me feel special even though he must have been stressed doing so. I told him that he is the first car salesman I've ever looked forward to visit(I'm 72 and have seen a lot). In short, he's special and a credit to the Lexus brand. PS: all this and he didn't even sell me the car! John M. Carroll

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Sales (Used)

"The people were very friendly. Doug Clifford was very..."

The people were very friendly. Doug Clifford was very pleasant and very knowledgeable. He helped us with everything in purchasing our vehicle and helping with setup features.

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