Lexus of Arlington

"Total Customer Satisfaction", save that for your ads. My original review was in response to a similar complaint from a female customer on Bob Rohrman's Facebook page. The reviewer complained about the la My original review was in response to a similar complaint from a female customer on Bob Rohrman's Facebook page. The reviewer complained about the lack of respect she received from the dealership. It appears it since has been removed along with my comment. Mr. Bernstein replied to my review and I care to address this as well. We experienced a condescending attitude by the GM, Steve Bernstein at Arlington Lexus in Palatine along with false representations by salesman Tom Fraz and Jim Cooper. Mr. Bernstein's recollection of the conversation must have been clouded by his poor customer service attitude. He stated we demanded that the dealership help absorb the cost of the IL state sales tax. Not true. There was no discussion of sales tax. The discussion revolved around the fact that my fiancé was willing to pay cash three years ago for her car. When she talked to her salesman Mr. Franz three years ago, the same salesman she used on her prior purchase, she walked away with the belief that the overall cost of the lease would be a minimal amount more than the outright purchase. She concluded based on the information received at that time, that it made little financial sense to outlay the full purchase price of the car, but instead lease for 36 months and then purchase the car at the end of the lease. The true cost of this decision cost my fiancé over an additional $8000. The day we were at the dealership was to purchase the car at the end of the lease. She paid cash. One has to ask themselves what advantage would they have by leasing for three years and paying an additional $8000 when you could have paid cash on day one and saved all that money? So no, Mr. Bernstein, the discussion had nothing to do with Sales Tax. Mr. Bernstein suggests in his reply that I accused him of making the comment "Why do we need female manager." Maybe Mr. Bernstein should read what I wrote below. I stated clearly that Mr. Cooper made this comment in the presence of Mr. Bernstein. This is a factual and true depiction of what transpired. My fiancé asked Mr. Cooper with Mr. Bernstein present why among all Rohrman dealerships there was not a single female GM. His response was "Why do we need female managers.". Needless to say it got pretty ugly after that. Far more to our story which will be told in multiple social media outlets. The end game was that we were not 100% satisfied, not even 10% satisfied with the level of service we received. Mr. Rohrman was copied in on email traffic but never intervened. Between two leases and a outright purchase, she spent over $100K. It was very clear to us that the Mr. Bernstein was accustomed of getting his way and thus acted in an intimidating manner. Not a quality one should display, especially in a customer service business and one who retains the title of General Manager. Never, ever, again Mr. Rohrman. More

Consistent, Reliable information and service It has been my repeated pleasure to work with and purchase Lexus vehicles from Alex Castro at Arlington Lexus in Palatine. Alex is a gentle, extremely It has been my repeated pleasure to work with and purchase Lexus vehicles from Alex Castro at Arlington Lexus in Palatine. Alex is a gentle, extremely considerate and attentive representative of the both the Lexus brand and Arlington Lexus in Palatine. Based upon my most recent purchase on 09/03/14 we will do again down the road. I have also had good experiences with Rob Kennedy in the service department. More

Great Experience with Mustafa! Mustafa was very friendly, and knowledgeable. He called me as soon as he found the Lexus I wanted while I always had to call other dealers constantly Mustafa was very friendly, and knowledgeable. He called me as soon as he found the Lexus I wanted while I always had to call other dealers constantly looking for the specific model. Mustafa still keeps in touch after the sale! Great guy to work with! I recommend him highly! More

Another Wonderful Experience with Arlington Lexus in Palatin Just bought my second car from Arlington Lexus in Palatine, a 2015 RX 350. The whole experience from start to finish was so much easier than I expect Just bought my second car from Arlington Lexus in Palatine, a 2015 RX 350. The whole experience from start to finish was so much easier than I expected thanks to my sales advisor, MARK BURDEEN, who literally held my hand from start to finish. I have been with ALIP for almost 10 years and had people fighting to purchase my 2004 RX330, which I had purchased and maintained there over the years. The dealership from the Service Department to the Sales Department, truly treats you like family and give excellent service on all levels. Terry Krawcyzk, the Technology Advisor, has been extremely patient in helping me to learn all of the new features of the Lexus. I would strongly recommend MARK BURDEEN and ARLINGTON LEXUS IN PALATINE if you are looking to purchase a new or used/leased vehicle - they are the best! Janet W. More

What a Wonderful Experience You don't hear that often when buying a car but it's true when you buy from Mark Burdeen at Arlington Lexus. We recently bought 2 cars from Mark and I You don't hear that often when buying a car but it's true when you buy from Mark Burdeen at Arlington Lexus. We recently bought 2 cars from Mark and I must say the experience was very enjoyable. He is knowledgeable about the vehicles and he makes you feel very comfortable during the process. There was no pressure, no hype, and he is just a wonderful person to do business with. In fact, it was a lot of fun. The entire staff we worked with at Arlington Lexus was just great. Terry Krawcyzk is very helpful in teaching you how to use the features of the car and is always available to help you. The financial manager Jesse Moreno, was wonderful and very helpful. We have been buying cars at Arlington Lexus for 14 years and they are simply the best. The service is outstanding, especially that of Tom Prondzinski. If you are interested in buying a Lexus, I would highly recommend Mark Burdeen as your sales advisor. Tom palmer More

"Awesome Salesman" Shelley was very accommodating. She helped us get a good deal when we bought our 2015 Lexus 350. She thoroughly explained the pros and cons of buying Shelley was very accommodating. She helped us get a good deal when we bought our 2015 Lexus 350. She thoroughly explained the pros and cons of buying and leasing to help us better understand how much we can save. She gave us free all weather floor mats for free! Your awesome!!! More

A wonderful experience Our sales advisor, financial manager, and the person who showed me how to work the car (don't remember his name) were very patient and accomodating. Our sales advisor, financial manager, and the person who showed me how to work the car (don't remember his name) were very patient and accomodating. We feel the price we paid was reasonable. I have an 2002 RX300 and service the car at this facility and have been pleased. I have now bought a used, 2013 RX350 and so far, feel as though it is a new vehicle. Everyone seemed to go out of his way to make the purchase pleasant. More

Patient Salesman Just bought an RX 450h. Our salesman was Alex Castro. He was very patient and honest throughout the experience. We debated between a 2015 RX 350 a Just bought an RX 450h. Our salesman was Alex Castro. He was very patient and honest throughout the experience. We debated between a 2015 RX 350 and a 2013 RX 450h. He thoroughly explained the benefits and features of each. He followed through on all of his promises to make the RX 450h look brand new. I would highly recommend asking for Alex the next time you shop at Arlington Lexus. More

Fabulous salesman We were very impressed with the service and staff when buying our Lexus. They were extremely accommodating and patient as we had our 2 month old with We were very impressed with the service and staff when buying our Lexus. They were extremely accommodating and patient as we had our 2 month old with us. We were extremely impressed with Shelly. We talked to her on the phone many times before coming to the dealership and received great service from the very start. More

Arlington Lexus is the best in customer service Alex encouraged me to test drive the RX 350. I had previously reviewed about 10 different vehicles. Alex answered my questions and described all th Alex encouraged me to test drive the RX 350. I had previously reviewed about 10 different vehicles. Alex answered my questions and described all the features of the vehicle. I was really impressed with the quality of the RX350 as well as the professional and friendly care at the Arlington Lexus. Juan was great when I returned later in the evening to review the RX350 with my husband. More