I have been servicing my RX at Flow for the last 3 years and they have always been great. This review is regarding the sales department. I met Billy Grubbs in the Summer of 2020 while waiting for my car to be serviced. I mentioned that I was not in the market for a new car at the time because I was still in a lease and my lease wouldn't be up until August 2021. So he would call me every few months to see what I was thinking about doing at the end of my lease.
In June 2021, I met with Billy again to discuss moving into a GX at the end of my current lease. At the time, he couldn't commit to which 2022 GX's they would be getting until they received notification of their allotment. I shared with him a few color options I would prefer and some must have features. On August 20, 2021, Billy left a voicemail stating they found out what their allotment was going to be and, lucky for me, the exact car I wanted was one of the cars they were allotted. I called him back and told him "thats great, please reserve the car for me." A couple of weeks later. I was at the dealership to get my car serviced and I met with Billy to confirm all the features on the car. He pulled the spec sheet for the car that he had reserved for me and, to my surprise, the car did not have the same interior that Billy had previously mentioned and didn't have all the same features. Never the less, I told Billy thats fine none of the changes were dealbreakers. He confirmed the car would arrive sometime between mid-September to mid-October. I repeatedly asked Billy "you have the car reserved for me, right? You're not going to sell it out from under me, right?" He reassured me that the car is reserved for me.
Last night, Billy called me to tell me that the car reserved for me had arrived and that it would need to go through inspection today and then I can come in to purchase. I agreed to come in after work at 6pm. So I arrived a few minutes before 6 and asked for Billy. Several people asked who I was waiting for and they told me that they would let him know and that he would be right with me. After waiting about 15 minutes, the manager came out with another salesperson and told me that Billy was busy with another customer and would be busy for at least another 45 minutes, mind you they close at 7. The manager asked this other salesperson to go ahead and show me the car. While walking to the car, the salesperson mentioned that they are hoping to get a GX in for me soon but I could at least look at the one there. I told him I was confused because Billy specifically mentioned that the car for me had arrived. His response was that the car they had was for someone else that reserved it in the middle of August. I explained to him that I reserved a GX in August and had been working with Billy on this since June. Needless to say, I was not happy and left.
As a long term Lexus customer, I expected to be treated much better than that. Sales 101:
- If you arrange a meeting time with a customer, you show up.
- If something has changed with a customers order, you tell them upfront and not after they reach out to you.
- If a customer is upset and the company is at fault, at least try to make the customer feel better.
I am very disappointed with my experience at Flow Lexus of Greensboro and will never work with Billy Grubbs again.