My Review Of New Country Lexus of Westport:
I have purchased many multiple Lexus vehicles for myself, my wife and had other family members buy them too o n my advice. All told, ten vehicles. Though the Lexus dealership in Greenwich tends to have better pricing and more professional customer service, I come to Lexus of Westport due to the proximity to my home in Fairfield. I buy Lexus vehicles because of the unparalleled record of vehicle quality and longevity, as I tend to keep cars for 8-10 years. The reliability factor is amazing. I also tend to service all of my vehicles on a regular basis inline with recommendations from Lexus Service in Fairfield.
The price I negotiated was fair as was my trade-in value. I was disappointed that Joe, my salesman, had miscalculated my initial sales contract. We ran the numbers back through together - the error was in my favor but I don't do business like that.
The vehicle I wanted was located and delivered to Westport within a week, which was fine. Upon settlement, for which I had paid in advance by wire transfer, all that was left to do was sign off on some papers and go through the vehicle with the tech specialist, Stephanie. Sadly, after tending to all of the basic paperwork, I was barraged by both Joe, Anthony Ferreri (business manager) and someone named Michael with back-to-back 'hard-sell' techniques to purchase additional extended warranties and coverage for interior/exterior etc. I kept saying 'no' and they kept pushing me to take any deal, any combination of options - anything to extend the sale. I had trouble getting them to stop pushing me. I must say that while the Lexus vehicle quality is A+, the Lexus Service (Jeff King is my service writer and he is exceptional in his knowledge of cars, his courtesy and professionalism) is A+ and the proximity to my home is great, the sales experience always lags behind. The pressure on the sales staff to sell and extend sales must be crushing.
I have bought two other Lexus vehicles in Greenwich for my wife. It is a calmer, no-pressure and more professional experience. My other family members bought from Greenwich too after visiting both and feeling the same way.
My suggestion to the management, and ownership, of the New Country Lexus of Westport dealership is to sit back and evaluate this experience and find a way to alter the process so that the buyer feels appreciated, first and foremost, in a lower pressure environment. While I am sure that a great deal of profit can be made on the post-sale add-ons, the pressure to sell them is too much.
Lastly, I received two sets of key for my new vehicle. One set worked fine. The other was for a vehicle other than mine, which I did not figure out until I tried to use the other one when I got home after delivery. I had to bring both sets to Jeff King, who quickly reprogrammed the fob and had a new hard key cut for me. Both keys should have been tested before delivery.
I look forward to many years of enjoyment in this new vehicle. I hope my next sales experience is different.
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New Country Lexus of WestportAdded:
5/7/2014 7:48:07 PM
Congratulations on your new Lexus and thank you for your feedback. We appreciate your business and please contact me personally if you would like to discuss your experience in detail.