Lexus of Brookfield

Hello,On 5/26/20 We came to your dealership to seek Hello, On 5/26/20 We came to your dealership to seek out a specific vehicle that you had that we were interested in. The experience when we arr Hello, On 5/26/20 We came to your dealership to seek out a specific vehicle that you had that we were interested in. The experience when we arrived at your dealership was pleasant, the front desk staff was courteous and the salesman was very professional. He pulled the car up for us and promptly allowed us to take the vehicle for a test drive. We instantly fell in love with the vehicle and let the salesman know that we would like to purchase the vehicle and only had a concern about a small knick in the windshield. The salesman assured us that he would get that taken care of however it would be after the purchase, we understood and proceeded with the transaction. We notified the salesman that we had already obtained an approval from our local credit union who works directly with your dealership and that approval should expedite the process of purchasing the car. The processor insisted that he could find us a better rate through the financial institutions that your dealership worked with and asked that we give him an opportunity to beat the rate that our credit union had offered. After no less than an hour possibly two, the processor came back and stated that he would need large amounts of money down to move forward and the rates were all higher than what we received an approval for from our institution. One of the offers that we were presented was from our institution and please note that the approval that we obtained was for the specific VIN of this vehicle. We reached out to our contact at our financial institution and asked why this was and he indicated that he was not sure but the approval that we had in hand was accurate and valid. He stated that he needed a bill of sale from the dealership and would be able to process the loan. We informed the salesman and the processor of this and the processor stated something in regard to the system and some issues he was experiencing. After another approximate hour of back and forth (the processor was apparently unavailable for us to speak with and on calls), we provided the contact information for our contact at our banking institution and provided that to our processor and asked for him to contact him directly as we had a hungry and tired 2 year old on our hands at this point. Please note during this time, the salesman was attempting to push this along the best he could and kept checking in with us while all but giving us his office to be comfortable in. Finally after about 3 hours, the processor came back and let us know that everything was good and we were able to move forward with the purchase with the terms of the approval that we originally presented 3 hours prior. This was by far the worst experience we have had purchasing a vehicle however we understand that things can happen and gave grace to the dealership. Shortly after driving off the lot, we noticed that the tire pressure monitors were on for all four tires. We promptly called the salesman and he asked us to return to the dealership and he would have his techs look at it right away. We waited another approximate 30 minutes as he drove our newly purchased vehicle to the service center to have them look into this issue. Please note that this vehicle had 4 new wheels and tires at the time of the purchase. Upon the salesman’s return to the dealership, he informed us that he aired up the tires and that the TPMS sensors were off. We drove the vehicle home and had no issues. A few days later, the TPMS was showing low tire pressure all around again. Instead of contacting the dealership we checked the tire pressures manually and noticed that the TPMS had incorrect tire locations, for example the front driver side was reflecting the tire pressure of the rear passenger side tire. This was impacting all 4 tires. We again called the dealership and spoke with the salesman who called the service facility. He called us back and stated we would need to schedule an appointment to have this looked at. We did that and scheduled the appointment for our lunch break. When we arrived at the service center, my wife checked in and they informed her that they would not be able to correct the issue as they did not have the equipment to make this fix due to the make of the car (Mercedes). Frustrated, we left the service center and called the dealership. We again spoke to the salesman who stated that he would like us to go to the Mercedes dealership to have this corrected and they could bill your dealership. We made an appointment with Mercedes and they promptly took care of our issue and even went above and beyond with their customer service. We again decided not to escalate this situation as it was ultimately handled by the salesman albeit after A LOT of unnecessary frustration and inconvenience caused to us. Flash forward a few months and we receive a phone call to schedule one of our “complimentary” services from the dealership. My wife gladly schedules the appointment and on the day of the appointment travels to the service center (which is about 25 minutes one way from our home). She arrives at the service center to be informed that there is no appointment set for her and that they would not be able to service our vehicle. The explanation for this is that the scheduling is outsourced to a vendor and that vendor must have not set the appointment and there was nothing that your dealership/service center could do. Frustrated, my wife contacts the phone number that scheduled the appointment to find out what happened. She asked to speak with a supervisor who stated that he will review the call and follow up with us to find out what caused this error. My wife called back after not hearing for a few weeks to check on the status of the review and was told by the representative that they did not know of a supervisor by that name nor were there any notes in regard to the conversation. To this point, we have not received an explanation or follow in regard to this situation. We again, did not escalate at this point. Flash forward again a couple months and we receive another phone call to schedule our “complimentary” service for our vehicle that we purchased from your organization. We decide to try this again and schedule the appointment, my wife contacts the service center to verify the appointment and they verify that we are scheduled for 12/10/20 (today). My wife contacts the service center again before traveling to the service center and they again verify that the appointment is set, my wife then asks to confirm that the service will be complimentary, the individual states she cannot confirm that but can have someone callback. My wife explained that by the time someone called back, she would likely be at the service center for the appointment. My wife travels to the service center and on her drive receives a call from the service center informing her that they cannot complete the service as they did not order the parts needed (I am assuming the oil filter). The employee at the service center stated that he could have the part here tomorrow but the latest appointment they could schedule would be at 3:45p which would require us to reschedule our work day as we did the prior 3 times to get these issues resolved. To add insult to injury, our check engine light is now on in a car that we have owned for just over 6 months. As you can see, our experience with your dealership has been nothing short of a nightmare and completely unacceptable. When we have attempted to get an understanding of what has occurred nobody (Other than the salesman initially) has taken responsibility for our situation or shown an ounce of empathy for our frustrations. At this point, I have lost all faith in your dealership, service center and any vendor or other entity associated with you. I am asking that someone of authority contact me directly in regard to this as nobody should experience such poor customer care when making such a large and important decision such as purchasing a vehicle. I intentionally left out the names of the salesman and processor however I would be happy to share them with you privately. Thank you More

Dale and Wade made buying our 1st Lexus a super fun and a great experience. Dale went out of his way to get the car I wanted and Wade made sure I drove away feeling comfortable with the mind blowing features great experience. Dale went out of his way to get the car I wanted and Wade made sure I drove away feeling comfortable with the mind blowing features! Many, many thanks from the Wolters! More

Easy to work with. Quick,thorough. Great selection. Can help with all your needs and questions .Ties it up with a nice red bow. Give them a call. help with all your needs and questions .Ties it up with a nice red bow. Give them a call. More

Thank you Jim for being a wonderful human being first. Wade and Chris expedited the entire process too. Wade is a genius explaining all the features inside the vehicle. Bottom line I would highly recomme Wade and Chris expedited the entire process too. Wade is a genius explaining all the features inside the vehicle. Bottom line I would highly recommend Lexus of Brookfield to anyone looking for a fantastic vehicle. Jim, the best!!! More

Christmas came early this year!!! This was our first experience with Lexus. We found ourselves unexpectedly in the market for a new vehicle, and based upon a friend’s recommendation, gave the dealershi experience with Lexus. We found ourselves unexpectedly in the market for a new vehicle, and based upon a friend’s recommendation, gave the dealership a try. WOW! What an incredibly pleasant experience!! We could tell immediately that this was not your typical auto dealership. Upon arrival for our test drive, We were greeted at the door by JT Naumann and Joe Palmisano. Within moments, we were chatting and laughing like old friends. After the test drive, We wanted to take some time to think about how we’d like to proceed. They agreed...no pressure. We couldn’t believe it. When We arrived the second time, we were again greeted like family. After being offered a beverage and a snack, we sat down to talk about our options and crunch some numbers. Again, no pressure. While taking a break to walk around the showroom, we met JJ Klein, another incredible salesman. He had nothing to gain by taking time to chat with with us, as we had already pretty much settled with JT, but he was welcoming and friendly just like the others. In fact, his kindness and that of every employee that we encountered was what truly helped seal the deal. Lexus of Brookfield is not only an incredibly formed team, but they actually work as family. The culture they’ve created is unlike anything we’ve ever experienced in the auto industry! Next step...finance. After making some final adjustments to our numbers, we met Christopher Zilvitus who went through our official paperwork. Who new a credit guy could be fun? Signing paperwork was even enjoyable!! Soon after, we were seated in our new beautiful SUV and introduced to Wade Schumacher (aka: Lexus Wade). Another brilliant team member who went over the seemingly endless luxuries and features of our new toy. Rumor has it he’s delivered over 8000 Lexus vehicles. Again, not your typical IT guy. He made this part...you guessed it...FUN!!! .Last stop was our introduction to the service department. We really expected this part to be a non-event. Wrong! We met Joe Greco who gave us a run down of the luxurious (and SUPER CLEAN) service building. He even gave us a congratulations gift from his team. At the end of this experience, we not only became first-time Lexus owners, but also family members and friends. We have been checked on, wished well, and congratulated by countless members of the Lexus team. it’s our first Lexus, but thanks to Lexus of Brookfield, it will most definitely NOT be our last! Great job gang...you definitely have two new lifetime fans and ambassadors out there singing your praises every day! More

My experience with Bob was good. When I test drove a used vehicle, it needed a new battery and Bob took care of it right away. Very professional atmosphere. Not shady or pushy like other dealerships I have b vehicle, it needed a new battery and Bob took care of it right away. Very professional atmosphere. Not shady or pushy like other dealerships I have been too. More

Isaac was great to work with! Amazing customer service and very friendly. He exceeded all expectations and made the buying process very easy and enjoyable. and very friendly. He exceeded all expectations and made the buying process very easy and enjoyable. More

Lexus of Brookfield wowed me. Joshua, Isaac and Chris gave me the red carpet treatment, offered good trade in value and made my experience delightful. gave me the red carpet treatment, offered good trade in value and made my experience delightful. More

I would like to simply say thank you to Lexus for stellar customer service. My number one case in point is Dale Rogelin. He is the epitome of the phrase "A man of his word. He supports the customer before customer service. My number one case in point is Dale Rogelin. He is the epitome of the phrase "A man of his word. He supports the customer before, during and after the sale. He is never too busy after the sale to show concern and continues to serve after the sale. I also want to give my appreciation to A.J. in service he too assisted me with an issue and would not stop until the problem was solved. In a world where customer service is dwindling, it is refreshing to be treated like family. Dale ends each professional endeavor with, "If you need me, give me a call." He doesn't just say it, he means it. That's family treatment and I'm glad to be a member. The dealership is a credit to the industry. God bless! More

We appreciated the knowledge and expediency of the staff. They respected our time without cutting corners on serving our needs and answering our questions. The car is everything we hoped for and are confiden They respected our time without cutting corners on serving our needs and answering our questions. The car is everything we hoped for and are confident that the staff will assist us with any questions as we learn how to use all the features on this car. The only confusion was that Chris from Finance was not aware that funds had already been transmitted to dealership so no credit services were required. We drove 350 miles to purchase this car after finding it online and do not regret the decision. Thank you for a successful transaction. More