My experience with Lexus of Orland was wonderful -- until I dealt with the service department this afternoon. On Monday, February 27, 2016, I bought a new 2015 Lexus GS 350 AWD. The salesman was very professional, the deal was good, the finance officer was very helpful and I felt great about my new Lexus. The following Saturday I took advantage of the dealership's free car wash. When I got home I put tire shine on the tires and noticed that the paint coating on the rim on the driver side front tire had bubbled and flaked off in one small area about an inch long. I knew I had not damaged the wheel in the few days that I owned the car so I drove to the dealership right away on the following Monday and showed it to a "Service Consultant" in the service department. I wasn't asking for a new rim or anything, I just asked if they could touch it up or something. He went into his office and came out about ten minutes later and said he had a "tire guy" who comes in on Tuesdays who could look at it. He gave me his card and told me to come back on a Tuesday and ask for him. Today was the first Tuesday that I had a chance to get back to the dealership so I stopped in after lunch. Boy had the "Service Consultant" changed his tune! First he sniped that it was too late in the day for him to fix it today. I explained that I was not expecting him to fix it today, but that I was there to have it looked at by his "tire guy" who is only there on Tuesdays. After going back to his office for awhile he returned to explain how the dealership would fix it at my cost (which he estimated to be about $125). I explained that I had no intention of paying a dime to fix a defect that was on the car when I received it. At that point he insinuated that I had run the tire into a curb, despite the fact that neither the rubber on the tire nor the rim showed any evidence of that. In essence, he was calling me a liar for denying that I caused the damage. When I asked for the Manager of the dealership, I was told he was not there. I was furious. When I got back to my office I immediately called the Customer Service people at Lexus and made a complaint. Not only has the service department at Lexus of Orland ruined what had otherwise been an enjoyable new car experience, but by insulting me over a $125 repair they have made sure that I will never use their service department, will never buy another car at their dealership, and will have an interesting story to tell my friends when they ask about my new car.
I Recommend This Dealer:
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