I purchased a used vehicle about two weeks ago from this dealership after much research on two of their vehicles in stock. After my husband and I were pleased with the performance, price, and history of a Lexus, I decided to purchase it. Our salesperson Shawn was friendly, as well as Angel, the finance manager, who was able to get me an APR better than what my bank offered. At the time of purchase, the only issues we had of concern was a minor maintenance light (tire pressure), as well as a small part needed for the door handle to cover the lock. We were given a statement showing the work still needed, and was told to come back the following Saturday to get the work performed since the part for the door needed to be ordered the following Monday and the equipment needed to turn off the maintenance light was locked up for the weekend. We live about 35 miles away from the dealer, so I contacted the dealer the following Thursday to confirm our appointment and was told I would need to wait for a call back from the service department, as they were on lunch at the time.
I later received a call from a service employee - Shayla, and she informed me that the part would need to be ordered and I would need to make an appointment. When I inquired why the part was not ordered the previous Monday as we were told it would be, she stated that it had to do with the business manager not being available that day to write a check for the part. This made no sense to me so after I asked for clarification on why the part was not already ordered the Monday before and why there was no record of the appointment that was already made. Shayla became defensive and condescending, and instead of taking ownership of the issue, and displaying understanding of our concerns, she kept repeating that it was all based on the business manager being available to write a check for the part. She then told me that I should drop the vehicle off the following week so they could take it to Lexus to have the maintenance light fixed, which could take a few days and I would get a loaner vehicle. Since my vehicle is still under the manufacturers warranty, I advised that I would take the vehicle to the Lexus dealership near me and that I would only need for Shad Mitsubishi to order the part for the door so I did not have to make multiple unnecessary trips back to the dealer to return a loaner. In addition, after the attitude shift in Shayla, I would not trust leaving the car any longer than the time it would take to snap the part on the door handle. She said she would have the part ordered that next Monday and we would receive a call from her manager or herself once the part was ordered to confirm, but SURPRISE, no call.
I've called the dealer back multiple times and have yet to receive a return call from the service department. The last time I purchased a vehicle from a major dealer, I was called and followed up with to ensure my satisfaction after the sale, even though it was not required. My experience with Shad Mitsubishi, however, is different. Now I feel as though I was told whatever that would get me to sign the papers and left out to dry. It should not take a miracle for a service person to pick up the phone and order a part as minor as a 1-1/2 inch door lock cover, contact the customer to let them know when the part is available and keep that appointment. Word of mouth is very effective and I've definitely informed others of my experience. Excellent customer service does not only include the point of sale, it extends after the sale.
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