Lexus of Chandler

This was my 3rd Lexus new vehicle purchase and was the worst sales experience I've ever encountered. There are many reasons I had to rate this dealer as Very Bad in Customer Service, Quality of Work, Over worst sales experience I've ever encountered. There are many reasons I had to rate this dealer as Very Bad in Customer Service, Quality of Work, Overall Experience, and Price. The sales process took over 5 hours to complete. This is after we spent almost 4 hours the previous day at this dealership already. They were never able to locate the exact vehicle we wanted either. Although the sales consultants were friendly, the overall experience was horrible and there is no excuse for the problems I had during the sales experience and the unresolved issues that are still outstanding. I was supposed to get a check back from the proceeds of our trade-in vehicle and it took them over two and a half weeks to get this back to me. Our old bank mailed out the title promptly on February 6 and it came from CA. so the mail time and processing time on Lexus of Chandler's end shouldn't have taken two and a half weeks. When the check finally was ready, I was told I'd have to go to their corporate offices in north Scottsdale to pick it up instead of being able to pick it up at the dealership in Chandler which is much closer to our home and a lot more convenient for me. They also told us during the sales process we'd be able to pick up the check directly at the dealership as well, so driving almost 60 miles round trip to north Scottsdale was another major inconvenience and another example of absolutely horrible customer service and unkept promises that the dealership made. Unfortunately, that isn't even close to being the biggest problem I had and the following issues are unresolved problems that Lexus of Chandler needs to resolve for their customer. The sales person input the difference I was getting back on the trade into their sales system incorreclty, so I was quoted an incorrect payment and price as well. When my husband inquired about this, they then realized their mistake and the numbers ended up increasing from what you had quoted me. If we hadn't inquired about this, I would of ended up losing the trade in difference and not have gotten it back in a seperate check like I wanted as the sales consultants had no clue on this and clearly didn't listen to what we wanted to do. I had specifically advised Leon right away and up front that I wanted the remaining funds from the trade in to be left out of the deal completely and for us to receive the difference back sepearately, so them not having the numbers right in the system is inexcusable. We should of walked out of the dealership at that point and taken our business to a competing dealership as the numbers weren't close to what I had been quoted but I already had a lot of time and energy invested and at that point just wanted to get the sale completed. They also tried to double charge us for rims/wheels on the vehicle. We purchased upgraded rims and when my husband inquired as to why the $568 for the alloy wheels/rims that we weren't even buying was still being calculated into the sales price, Robert told us they couldn't remove that from the price. We asked to speak to the manager and after about 30 minutes of us sitting at his desk waiting, he came back and told us they wouldn't remove the charge for this and would just give us the rims. We told them this was unacceptable as we had no use for 4 extra rims and that we wanted to speak to the sales manager right away in person about this. Again, after waiting and wasting another 30 minutes, the sales manager finally came over and asked us how we were doing. I told him not very good and that we were about to take leave and he then finally told me that they would take out the duplicate charge for the rims. I asked him why we had to waste an hour of our time and frustrate us as their customers even more for absolutely no reason as you can't double charge a customer for something they aren't even buying and he only apologized and said it was month end and they were very busy. Also, offering to give us the rims and still charge us for them isn't how issues like this should be resolved and I can't believe they even attempted to do this. Who has use for extra rims on a car? It makes absolutely no sense. Why they couldn't of done the right thing right away and removed the charge is beyond me. Another unresolved problem is that we were supposed to be charged the dealer invoice on this as purchase and they ended up charging us the whole amount for the window tint and the LDA charge. When my husband inquired about this to the sales consultant, he told us they wouldn't reduce these charges to cost. This makes absolutely no sense and isn't right because they supposedly charged us dealer cost for the entire vehicle, including the after market rims/wheels that we bought, so him telling us this couldn't be done, was a flat our refusal on their end to honor their commitment and promises to us. At that point, we were exhausted and very tired and just wanted to get the process over with and go home as they made it such a bad experience over the many hours we were there. We then had to wait another 30-45 minutes for the finance manager to be ready for us and he then had no idea how to handle the funds we were due back from the trade-in and had to call someone to walk him through how to input it in the system. It was completely ridiculous that another finance manager wasn't there at month end when it's one of the busiest sales times. We also ended up waiting for Leon when we arrived at the dealership for way too long until he handed us off to Robert. They clearly didn't have enough staff available at month end to handle the customers and it wasn't organized very well at all. I'd like someone to contact me back regarding the unresolved issues we have. More

I have experienced excellent customer service ever since I bought my car from your dealership in 2005. I've learned to trust Daniel's advice about work needed, and I have learned to always ask for Rasheed I bought my car from your dealership in 2005. I've learned to trust Daniel's advice about work needed, and I have learned to always ask for Rasheed to provide hand-on service. Both men have been very courteous, professional, and helpful as I made decisions about service work. I don't believe they ever recommended work I didn't need, and I know they ofen presented options to me....which I sincerely appreciated. Since I drive clients around nearly every day (I'm a realtor), it is very comforting to know that Rasheed has checked my vehicle and pronounced it safe. And it's comforting to know that Daniel is watching out for me with my next scheduled service. It's a pleasure to work with both men.....and with your dealership. I didn't feel pressured when I bought my car, and I don't feel pressured when I'm there for service. I hope you never lose your strong customer-service mentality and attitude. Tom Krull More

I was considering buying a New Lexus CT200 but they were all gone due to the problems in Japan. They did have a 2008 Prius that was traded in of a CT200. My wife and I decided to buy it. Robert James w all gone due to the problems in Japan. They did have a 2008 Prius that was traded in of a CT200. My wife and I decided to buy it. Robert James was our salesman and did a terrific job. He was professional and helpful through the entire process. If you are going to buy a Lexus, save yourself a problem and ask for Robert. He does a terrific job. More

Mike Wills and Robert James made my sales experience quick, to the point and answered honestly. I appreciated that they did not try to push anything on me that I did not want and they were very underst quick, to the point and answered honestly. I appreciated that they did not try to push anything on me that I did not want and they were very understanding of the value of my time. I would recommend anyone interested in buying a Lexus to work directly with Mike and Robert. They also were able to give me the best price and the exact car that I was after. More

Kelly and Robert were very responsive and great to work with. We drove from Tucson to buy here, and we are very happy with our choice. Thank you! with. We drove from Tucson to buy here, and we are very happy with our choice. Thank you! More

Robert was great, overall customer service was great. The car is beautiful. Check out through the finance folks was lengthy, about 1.5 - 2hrs total since we had to wait for someone else to finish before us car is beautiful. Check out through the finance folks was lengthy, about 1.5 - 2hrs total since we had to wait for someone else to finish before us. More

Lisa was kind and friendly. She knew the car and helped me through the car buying process. She was professional and had patience with all my questions. After my purchase she took the time to review all me through the car buying process. She was professional and had patience with all my questions. After my purchase she took the time to review all the many features of my new car. Robert reviewed all the paperwork and took time to explain all the complexities of the pricing. More

Robert was professional and considerate of my needs. He took the time to out together the right deal for me, I was very impressed and will recommend him personally to others. Thank you! took the time to out together the right deal for me, I was very impressed and will recommend him personally to others. Thank you! More

very friendly sales person, me and wife were very nicely surprised with the way sales person was taking care of us,by answering our questions and on delivery how much time he took to explain all the thinks surprised with the way sales person was taking care of us,by answering our questions and on delivery how much time he took to explain all the thinks about new car. More

We worked with Dave Martell with our new car purchase. He was very low key and informative. All of our questions were answered honestly. We looked at several cars and finally were able to agree on a price on was very low key and informative. All of our questions were answered honestly. We looked at several cars and finally were able to agree on a price on the one we wanted. Dave also noticed a slight flaw in the window tinting that we probably would not have seen. Dave took us on a tour of their first class service dept. also. Thank you Dave and Lexus Of Chandler. More