Lexus of Greenwich

Reason for Visit: Sales

I recommend this dealer: No

My Review of Lexus of Greenwich:
Looks like Lexus of Greenwich has taken a turn for the worse. Salesman is friendly, but after that, they seem to not care. They do not follow up and/or return phone calls or call back as promised. Messages left on answering machines go unreturned. For my experience, after confirming twice that the car I wanted had the luxery package, I drove nine hours to find out the car they had for me actually had the sport package, not the luxery package as promised. Sales manager then tried to say that they don't make the luxury package for their area. The salesman convinced the sales manager to look at Lexus.com to prove I ordered a standard Lexus Package. Even worse, they had the car I ordered in the showroom but in a different color. The sales manager initially started making excuses and tried telling the salesman I did not order the luxury package. Had I not brought the email trail showing that I ordered the luxury package, and confirmed it with the dealer twice (in writing), I seriously doubt they would have tried to make ammends. To make ammends they took $500 off and they promised me winter floor mats. After over two weeks and many broken promises and unreturned phone calls I called Lexus Customer Service. I then found out that Lexus of Greenwich actually gave Lexus Corp the wrong VIN for the car I bought from them. They gave them the VIN to the misordered car. Lexus Customer Service was marginally helpful (they don't return calls as promised either), but eventually got Greenwich Lexus to send me the mats as promised (took a month). Lexus of Greenwich then proceeded to send me the wrong mats for the car (sent AWD vice 2WD). I finally gave up on them and Lexus Customer Service and went to the local dealer (Barker Lexus in Newport News, VA) and exchanged the wrong mats for the right mats.

As a final note, the Pre-Owned building at Lexus of Greenwich is gross, especially the bathroom which is filthy and not stocked with essentials like toilet paper. It is worse than a truck stop restroom. Not close to Lexus "supposed" standards or expectations.

Anyway, I have not been having "The Lexus Experience" with this dealership or Lexus Customer Service. I am sure there are competent and wonderful Lexus dealers out there, but IMHO, Lexus of Greenwich is not one of them. If you buy a car from them, you will get a great price, but will be very disappointed in the after care. It seems they are very disorganized and not knowledgable about their products. Most importantly, they appear not to give a hoot about you post purchase. Very disappointing for me. I hope you have a better experience. Good luck....

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Reason for Visit: Service

I recommend this dealer: No

My Review of Lexus of Greenwich:
We had a pleasant experience with the purchase of our new Lexus at Lexus of Greenwich I just wish I could say the same for the service. We had brought our car in several times for the same problem which was never fixed. We also never received a loaner car after booking our appointment days in advanced because of overbooking commitments. I found the worst service of all came from the Service Director who was extremely rude and created an even more frustrating experience. After getting the car back I brought it to a local mechanic who made the necessary repairs. We are happy with the vehicle itself but I would never recommend this dealer to anyone else.<br><br><br>

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Reason for Visit: Sales

I recommend this dealer: Yes

My Review of Lexus of Greenwich:
A whole different kind of experience. Example - maintence light goes on while we are out at 8:00 pm. We drive over to the dealer - no call, no appointment - drive right into the shop, give our name, sign a form, go have dinner, return about an hour later, car has had its 6000 mile service done, free, car has been washed, sign a form, drive home. Beat that! Service department open until midnight, and on Saturdays. Even if the cars were not outrageously reliable, the service would keep you coming back.

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