My Review Of Lexus RiverCenter:
I visited Lexus River Center because I thought that it was a reputable establishment. While test driving the vehicle I noticed an issue and was advised that it would be taken care of, that the tires needed balancing. Two days later the vehicle was returned to be "serviced" for the tires and also advised Bob and Justin about a noise and water leakage that an outside mechanic told me was the water pump. I was told that there were no safety issues, that the alternator pulley was temperamental and made noise from time to time but that it wasn't the water pump and I would have to pay out of pocket for the repairs. After a lot of back in forth for about an hour, Kelly authorized the repairs and the car was kept for two days. I was subsequently informed that the water pump did have to be replaced and it was not the pulley. The vehicle still had issues when I received it back and the headlight was out as well. At that point, I spoke with Kelly and said that I just wanted to return the vehicle; she assured me that the problems would get corrected. The car was then returned again and kept another two days. I was told that the rim was bent and was sent out to be repaired. When I received the vehicle, the same noise was present and the light had not been replaced. Again, Kelly was contacted and after numerous attempts I finally spoke with her and she advised that she would put the "best technician" on the job to figure out the issue, but when the vehicle was returned the new diagnosis was a bad wheel bearing and Kelly informed my husband that she would not put any more money into the vehicle, although, this was the same issue that was never correctly repaired from the start. Again, I spoke to Kelly and she said that she would call Heather and call me back all while I was on my way to the dealership. When I spoke to Heather she informed me that she had not heard from Kelly and of course she never called me back, as usual. Now that I insist on returning the vehicle, because they have had the car longer than I have since I purchased it, she insists that she is not putting more money into the car and that I can't return it because the title is now switched over, which I believe was her intentions to stall me until the process happened.
So, I wrote a review and shortly after was contacted by Kelly to rectify the situation. Kelly, my husband and I had a conversation and she advised that the wheel bearing and headlight would be replaced and if the bumping issue was not fixed this time, she would buy back the vehicle. At this point, I began to speak with Heather and she was very courteous and sincere about getting this issue resolved. The wheel bearing was replaced and after buying a new bulb, the headlight was still inoperable and the assembly was repaired a few days later but the bumping was still present. After I informed Kelly that the issue hadn't been resolved she told me that she could put me in another vehicle or "unwind" the deal. The vehicle that she suggested putting me in was too expensive for me so I she was going to just buy back the car. Somehow Justin got involved and told me that he was curious as to what could be wrong with the car and wanted to drive it the next day, which was fine but at that point it didn't matter because Kelly was supposed to buy back the car. She told me that she was waiting to hear back from the lender that financed my loan and would have an answer as to how to undo the deal when my husband returned the car the next day. Surprisingly, she was not in the office the following day and did not answer the phone. I left a message as well as my husband, but no calls were returned. The next day, the car was ready for pickup and Justin drove the car with my husband to make sure that the problem was gone...and it was. Yet and still, I was never approached by Kelly. I feel as if I was thrown onto Heather and Justin, when it was Kelly's responsibility to handle. And even though the issue was repaired, Kelly did not mention a word of our conversation and how she was going to buy the car back (that should have been sent to an auction). Now a week later, I reach her and she said that she texted me about the car the day after we received it, which is unprofessional. We have always communicated either in person or via, why the impersonal text and still no mention of her word that she gave. At the end of the day, I am happy that the car was fixed, I am just disappointed that Kelly didn't consult me as to if I wanted the option of a fourth attempt to try to repair the car or follow through with what she said that she would do - buy the vehicle back. She acted as if the conversation never took place and won't own up to the fact that she never responds, just fast talks and mixes up days as if I don't remember when she was and wasn't there. Everyone else was great at responding and was a pleasure to work with.
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