I purchased Lexus in December of 2015 that was advertised as a brand new vehicle ,even though it was 2014 built. Assisting sales person and sales supervisor reassured me that this vehicle has never been registered to anyone and it is a brand new car with just about 30 miles on the odometer. I purchased the car and 2 weeks later this vehicle broke down-no matter what I did -it would not start(the battery turned out to be defective and must have been replaced ).I called the dealership -they said nothing they can do for me ,although the car is under warranty, they advised me to call Road Site Assistance for help ,so I did. Unfortunately RSA customer service kept denying my request for help ,saying I am not the owner of the car, neither my name no address match their files. It took me a day -over 8 hours of calling, explaining ,faxing documents for RSA to show up and take my car to Lexus Service Department. While there -I found out that my name was nowhere to be found in their computers, that my car was registered to another owner prior to me purchasing who potentially bought the car and returned it before title transferred. Due to the fact that this car was put in somebody's name before-I lost 1 year of warranty ,because the records showed first time sale in 2014. I called Adam -the salesperson -he directed me to his "supervisor " ( Ken ) who kept promising to help me resolve the issue properly and after stalling me for 2 weeks without any results he directed me to Kevin Martin-"big boss " as he described him. Well " big boss " turned out to be big ignorant ,rude and unprofessional . Not only his salesperson and sales supervisor neglected their duties and did not familiarize themselves with the product they are selling ,they lied to me straight face . Negligence, misrepresentation of facts and false advertising took place and the only explanation for that Kevin Martin was able to give me was that the dealership made a "mistake " a while back and the car was "by mistake " registered into a person/owner etc. He offered to give me back that 1 year of warrant that I lost due to their own "mistake " . He offered me what belonged to me anyways -4 years warranty on "brand new " Lexus. I asked for compensation for what they did -I asked that the dealership supplies extended warranty . Unfortunately after calling for 2 weeks , leaving messages for "big boss " all I was able to get is 1 extra year warranty which did nothing for me because the warranty expires once I drive 50 k miles which I will the first 4 years of driving. I am a business owner and a manager myself running my company for 24 years. I have never seen a manager with such limited customer service skills as Mr. Martin. I hope You will not have to deal with this individual at anytime. I understand Adam-the salesperson did not have the ability to resolve the issue, but Mr. Martin did ,but he did not care at all if the customer walks away satisfied or not . I think in a long run -his attitude and approach will affect this dealership and LEXUS in general.
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