I visited the Flow Lexus Dealership, Greensboro, NC on 1 August 2017. Overall, the appointment did in fact meet the requirements but we were extremely disappointed and completely unimpressed. This level of service received is unacceptable for any dealership but considering the "high standard" that Lexus Dealerships are known for, it was simply put, pathetic. We were initially excited to visit the Dealership because it was one we hadn't been to and as I stated, Lexus sets the standard...nothing but the best. Consequently...her is a brief summary of the calamity what we experienced:
When we arrived, our introduction was very matter-of-fact. We were told that we could come back or if we wanted to wait in your waiting room, there was one on the main floor and one on the ground floor...we weren't given specific directions, not even a hand point in the general direction. The representative then stated that it would be about 2-hours. We eventually found the “Waiting Area” and this is what we discovered:
Very bare minimum of everything:
A. No snacks at all
B. No flavored coffee creamers
C. "Two" choices of soft drinks - Coke and Mt Dew
D. No bottled water
I inquired when we checked-in if there were any compensations included such as money for mileage. I was told that they would top our gas tank off upon completion of the warranty work. That didn't happen, the gas gauge was exactly where it was when we arrived. We traveled 125 to the location, then another 125 to return home for a total of 250 miles.
While we were waiting, there was an older couple having their vehicle serviced and they wanted to watch television. They were unable to make the unit work. They could only get a fuzzy screen...so as a result, they gave up and sat. There weren't any employees in the immediate area.
We were planning to purchase another Lexus in the near term. My wife and I attempted to look at your new vehicles in the showroom but we could not get away from the sales person. Everywhere we went, he went talking, throwing a sales pitch nonstop. Definitely over the top and beyond annoying so we gave up just to get away from him.
Our plan for the day while our vehicle was being serviced was to have a couple of snacks at the Dealership and then stop for an early dinner on our return trip home but...since there was zero food available, we were forced to abandon our plans and eat lunch. We inquired about local restaurants but oddly enough, none of the employees knew anything about restaurants in the surrounding area. To top it off, there was no shuttle service provided so we had to walk up the street until we could find something. Unfortunately, we had no choice but to eat at an Arby's.
After we walked back to the Dealership, we sat in the waiting area...the one with no snacks, no television until our car was pulled into the parking lot. I waited and no one came to inform me of the status. After waiting a significant period of time, I went to inquire if the job was complete. The sales representative said that it was and handed us the keys. Wow...imagine if you will the experience so far and on top of that, we aren't informed that the service is complete on our vehicle! Nevertheless, I do believe that it's standard procedure at a Lexus Dealership to wash and vacuum each vehicle before presented to the customer which has been our experienced at every other Lexus Dealership. We examined our vehicle and yes, it was wet in several different spots. However, our analysis was that water was sprayed on the vehicle but it wasn't washed nor even wiped off. The windshield was still dirty, showed the travel path of the wipers and all the bug remnants still remained. Dirt remained on the vehicle, spotted where water mixed with the dust and...the wheels weren't washed. The front floorboards were vacuumed halfheartedly, the rear floorboards weren't touched, they were left undone.
I received a postcard from Flow Lexus inquiring how our visit went. I sent Lisa Jarvis a detailed email on August 14, 2017 stating exactly what I have outlined above. She replied on the same day apologizing for our horrible experience. She said that she spoke to her General Manager and the Service Manager and someone would be back in touch with me soon. I didn't hear anything back from her for 4-months. On December 5, 2017, I sent her another email (using the same email trail) informing her that it had been 4-months and I hadn't heard from anyone.
Today is March 12, 2018, approximately 7-months, nothing heard...period.
Bottomline...I wouldn't recommend this Dealership for anything. As I eluded above, it's nothing like we have ever experienced before especially at a Lexus Dealership. Customer Service and Customer Care...nonexistence. Level of Management involvement and making sure the customer is a priority...completely foreign to Flow Lexus, your basically on your own. As you can see by what I have illustrated, they are only words and very few at that and...absolutely no action. We won't return, regardless of the distance.