Lexus of Lehigh Valley was absolutely the WORST car shopping experience my husband and I have EVER had. We went in on Friday around 4 pm (maybe that was first mistake as the entire dealership seemed unenthused and already checked out) and we were greeted by a woman at the desk and Beatrice who we realized a few minutes later is a sales person, who promptly asked if we had an appointment. We didn’t know an appointment was necessary? There was literally no other customers in the dealership? Beatrice initially said she would get someone to help us but then continued talking and answering questions. My husband explained we were interested in taking one for a test drive since we have never driven a Lexus. (maybe our second mistake?). She suggested going to her office to get some information and a license. (Okay - so you are a salesperson and will be helping us?). Instead of just getting a copy of our license so we could take a test drive she began asking questions about where we live, what we drive, whether they are purchased or leased, how much they are worth and what kind of a payment were looking to have. My husband said we do not need to get into numbers right now since we haven’t EVEN driven anything? Beatrice seemed to get an attitude and said Oh – OK let me go get / find something ready. But apparently she went directly to complain to the owner of the dealership. (The nerve of us attempting to test drive a car without answering a barrage of unnecessary questions?)
We were sitting in her office for several minutes and she did not come back. We decided to look around the showroom while we waited for her. A few minutes later we are greeted by a man who introduced himself as the owner of the dealership and tells us Beatrice has an (Medical Issue?) and had to leave while attempting to give us his business card? WHAT?? Wow how strange? She was just here a few minutes ago and seemed fine? The owner then tells us how BUSY they are and have 9 or how many ever deliveries (what does this have to do with us and a potential sale?) and OFFERS to just bring a car out to our house the next day? WHAT?? We were already there and NO other customers (that we could see) but we were not ALLOWED to test drive a car? We said there’s no one else here that can help us? The owner says oh no and then suggests bringing a car to us NEXT WEEK? Another salesmen walks towards us to introduce himself and I ask again, there’s no one else here that could help us? I didn’t realize yet they were all covering for each other. My husband was aware of their rude, condescending, judgmental behavior before I was and started walking toward the door. No one attempted to stop us nor did anyone call us the next day to apologize. Shame on you owner of the dealership for treating us so disrespectfully and condoning Beatrice's behavior.
We drove about an hour to Lexus Doylestown on Saturday. What a completely different experience. The salesmen came right outside GREETED us and started conversation. We were test driving an SUV within minutes of arriving at the dealership. It was a great experience and we left with a 2020 NX 300.
Shame on you Lexus of Lehigh Valley. Since when should a customer be made to feel like they are putting a dealership out to test drive a car?! Lucky for you to have such an impeccable character judge as Beatrice to determine who is worth it and who is not.