DARCARS Lexus of Englewood - Service Center

DO NOT GET YOUR CAR SERVICED HERE!!!! Below is an email I sent a year ago to the president and never received a response to: Dear Carmine DeMaio, I am writing with great concern. I a Below is an email I sent a year ago to the president and never received a response to: Dear Carmine DeMaio, I am writing with great concern. I am appalled by the poor quality of service I received and the consistent unprofessionalism I dealt with at Lexus of Englewood in Englewood, NJ. I have provided the best and most accurate data that I have recorded. I bought my Lexus i250C from them on June 29th, 2013. Unfortunately on August 14th, 2013, a driver backed into the front of my car causing minimal damage; by glancing at the car one could see the grill was pushed in and a few scratches on the bumper. After taking the necessary steps of going through the driver’s insurance, I brought my car to Lexus of Englewood on Wednesday, August 28th for them to fix it. Upon calling that day I was told by one of the receptionists that the dealership has a body shop on location, which I was thrilled about; I learned later this was not true. I spoke with a pleasant gentleman when dropping the car off and he unofficially stated the car should be done by the end of the week. About one week later I had not heard from Lexus. I left a voicemail for my service consultant, Alfredo, on the morning of September 3rd to discuss the status of my car. He texted me back that afternoon saying the body shop told him ‘a few days.’ Another week went by and I had not spoken to Alfredo. I called Alfredo again on the morning of September 9th and left a voicemail. He texted me back that afternoon stating my ‘repairs are being slightly delayed, there’s a supplement that the insurance company has opted to go to the body shop to inspect, then we can proceed after that.’ Alfredo then told me he estimated ‘early next week completion.’ I asked if there was additional damage; he said yes but was not certain what it was. He responded the next day stating the bumper clips needed to be replaced. I was skeptical on Alfredo’s responses so I called the driver’s insurance company only to find out that the insurance company was called by Lexus immediately after I had left Alfredo a voicemail that day. The insurance company stated they were informed of additional damage and was sending someone out on September 11th to look at it; this means that my car was sitting unfinished in the body shop for two weeks! Displeased with Alfredo’s lack of professionalism and uncertainty I called the service manager, Bob Giordano, that same day (September 10th). He was prompt and professional with returning my calls; he stated he was confused as to why the car had taken this long and why no one had contacted me with updates. After a few conversations with Bob Giordano I was told the car would be cleaned/detailed and delivered to my house September 13th. A very rude driver delivered my car; the body work appeared as expected except for the fact that the ‘Lexus of Englewood license plate cover’ was not replaced. However, the outside nor the inside was cleaned as Bob Giordano had stated; in fact, the interior of the car was filthy!!! It was clear that paper mats were not used at Lexus of Englewood or at the body shop, as evident by the mud on the carpets of both the driver and passenger sides. The inside of the doors were scuffed from people getting in and out of the car (I took pictures of all this). I called Bob Giordano to ask if I should give the driver the supplement check from the insurance company. Bob Giordano stated he was dealing with another customer and he could only speak for a minute; he stated to give the driver my credit card information and the driver would deliver it back to the shop. When I asked about the filthy inside of the car, Bob Giordano stated ‘Alfredo didn’t do his job’ and asked if I wanted to bring it back to be cleaned. When I declined he rudely stated ‘send me the bill’ and hurried me off the phone. On (9/24/13) I looked at my online banking and discovered that my bank account was completely empty from a withdrawal of about $2500 from Lexus of Englewood. I immediately called and spoke with Grace from the service department who was actually very helpful in correcting the situation; I was told the wrong amount was taken out for the check I was given from the insurance company (the withdrawal should have been $1068.97). However, upon fixing the withdrawal, the amount taken was still $18 over the correct amount. The difference was deposited on 9/26/13. Throughout this situation Grace had continued to text me updates (which was helpful) and even gave me 10% off my next service. I am not sure I will be utilizing that update since Lexus of Englewood is no longer my first choice for service. I am very disappointed with my experience with Lexus thus far. Prior to my decision to purchase my first luxury car, friends and colleagues spoke of the great customer service and reputation that Lexus has; I have experienced quite the opposite level of service. I hope from this letter, the service consultants I have dealt with will be better trained in providing the customer service that Lexus should be known for. More

I had brought my Lexus ES in on two occasions for the same problem.. The engine light came on after a few days of driving on both occasions. Thank God it was covered under warranty or who knows how much same problem.. The engine light came on after a few days of driving on both occasions. Thank God it was covered under warranty or who knows how much it would have cost me. This was not the first time I had a problem that could not be repaired on the first try. I had the unfortunate opportunity to speak to the service manager Bobbie after I had made three phone calls and finally threatened to call ownership of dealer when he finally got on the phone. He started the conversation very short and sarcastic trying to make light of my problems. I felt he was uncaring about my situation. After not feeling satisfied with his response( waiting a week for another appointment) I decided to go to another Lexus dealer in New Jersey close by, and after one attempt they repaired the car and now it is two weeks without that annoying light on. I need not to say where I will lease my next Lexus from and recommend them to my friends and associates. More