I really don't know how a car buying experience could be worse. We will never go back to Lexus of Glendale. We didn't do our research on dealers before we committed to Lexus of Glendale. Now we know. We bought a 2015 GS350 CPO lease return.
From the moment we walked into the showroom, the problems started. We should have walked away like my spouse thought we should. However, I wanted to give them the benefit of the doubt because they had the best price. I have since learned the best deal is not always the lowest price. This is the type of place that if you want something to drink while you are waiting, they will point out where it is so you can go get it yourself. They care about making the sale and that's all. They don't care if problems come up or if what they sold you isn't what they said they sold you.
Our salesman kept referring to my spouse in phone conversations as "her," but we're a same-sex married couple. He had met both of us on the first day. The salesman we got stuck with was ignorant in this respect. He would talk over us, not return our calls or texts in a timely manner, among some other small annoyances. Now, we know to do our research before walking into the dealer.
We realized that the car was missing the cargo net (no big deal) shown in the dealer website photos. We also have an ongoing tire issue from the second day after we drove off the lot. It slowly loses air. We are skeptical it happened after we bought it because it happened right after we got it. We called immediately to be told that since we didn't purchase tire coverage, it would be our responsibility although we did purchase additional extended warranties.
Our two biggest complaints though are with the finance department. Our first person from finance sold us on a 5-year "Gas and Go" program. He even did the calculations of what it would be each month for 5-years. We later learned that it was an extended warranty for 3-years on top of the 2-years that automatically come with a Lexus CPO. We were clearly played. We tried to follow up when we were unclear and left 3 voicemail messages and never heard back. When I went to pickup the vehicle after they received payment, I spoke with another person in finance who explained what we actually bought (she was clear). She had never heard of "Gas and Go" and neither had our sales person.
The second problem from finance arose when we received a letter from our lender two months after the purchase. The lien was not in the lienholder's name yet, but in the name of Lexus Financial. We called around to find out that we had to deal with the finance department of Lexus of Glendale. (Lexus Financial has worse service than the dealer.) I spoke with the finance manager would promised it would be dealt with and that nothing was required of us. After another month, we received another letter from the lender threatening modification to the financing terms if they didn't have the lien in their name in 15-days. We left three messages for Lia, but didn't hear back even though the receptionist said she saw her walk across the showroom. The way it happened did not add up to us. Lia eventually called back after we emailed the President of Lexus of Glendale about the lien problem. She promised to send an email so we could show our bank what is happening. We didn't receive the email until we made several more calls after we didn't receive it. During the last phone conversation, Lia kept referring to me as "hon" as in "honey." Here we are three months after the purchase and the lien is still not in the lienholder's name. Someone could have picked up the phone if they knew there would be a delay in resolving their mistake.