Lexus of Manchester

Terrible Customer Service! I recently purchased a used IS250 from this dealership (Nov 2015). I initially put a deposit on my car because the sales staff seemed attentive and th I recently purchased a used IS250 from this dealership (Nov 2015). I initially put a deposit on my car because the sales staff seemed attentive and they were not overly aggressive. The night I went to pick up the vehicle was a week night after work. My sales person was expecting me, however, when I arrived she was busy with another couple. I arrived around 6:30pm. All I wanted to do was sign my papers and get out of there! I waited for an hour before my sales rep even came over and said hello. Then another 20 minutes or so for her to finish with that couple and start the paperwork with me. I then had to wait another 20 minutes for their finance guy to finish the paperwork with me. All in all the paperwork should have taken about 20 minutes (which it did last time I bought a car!). By the time the dealership finished my paperwork their garage had closed and so they told me they could not inspect my car. Why my car was not inspected BEFORE I picked it up was beyond me! My sales person offered to reimburse me for the cost of an inspection elsewhere as I live an hour away and did not want to drive back. The next morning, after purchasing my car, I looked at their website, out of curiosity to see if my car was still posted. Not only was my car still posted, but for a lower price than I had paid the night before. I called the dealership to inquire about a refund and the finance guy I had worked with the night before tried to make up excuse after excuse as to why he would not provide a refund on the different amount! The different was about $500. Eventually the guy did send me a check, but it was about 3 weeks later and for about $50 less than it was supposed to be. I chalked it up to bad customer service and moved on. I also got my car inspected at another dealership, and it cost half what they charged me at the Lexus dealership. I sent my sales person proof that I had the car inspected and requested a refund for what I had paid them to do the inspection. She sent me a check for the amount of the inspection that another dealership had done. She should have reimbursed me for the amount she had charged me considering I had to use my time to go inspect a car they should have had inspected for me when I went to pick it up! Overall, I really dislike this dealership. I'm not upset about the money that they sheisted me out of, but I am upset about their lack of customer service. If you're going to pay $30k for a used car then then I would expect to be treated with a little more dignity! The last laugh is on them though, I absolutely love my Lexus and will definitely purchase another one in a few years. It won't be from Ira though! :) More

Stood up - purchased new LS460 elsewhere 6 weeks ago my wife and I drove more than an hour to be on time for our designated appointment with Joe Cardello to test drive a new LS460. We waited 6 weeks ago my wife and I drove more than an hour to be on time for our designated appointment with Joe Cardello to test drive a new LS460. We waited a long time while an assistant sales person searched" to find an available LS460 to test drive all along while Joe was working with another couple. It was clear to us that no one was prepared for our appointment even though upon arrival we were greeted and told we were expected. After one hour of waiting we stated we had other pending obligations but would still be interested in a test drive, then departed. There was no follow-up contact or apology from Joe. We were never contacted by anyone from the dealership. This lack of respect is appalling. Even though we live a long way from Boston, two weeks later we purchased a new LS460 from a greater Boston area dealership. I have never rated any business for any review with a one star, and I am hesitant to do so, but IRA Lexus of Manchester truly earned this one star rating. More

Thank you ken V. Ken Vessell and the entire service team were great. I came in for a normal 10k maintenance, and had a great experience. No pressure or no feeling of Ken Vessell and the entire service team were great. I came in for a normal 10k maintenance, and had a great experience. No pressure or no feeling of being sold anything. Just a straight forward experience which I think is much needed for an industry that is ridden with such a negative light. Ken even went as far as calling me to let me know that the inspection sticker was coming due, and advised me that they could take care of there at the dealership... Ira Lexus has earned a loyal customer not only for the buying experience, but for the servicing too. Top notch service! I will be sending referrals. More

Used car purchase Wife and I purchased a used Mercedes found via Edmunds. The staff were knowledgeable and very courteous. Our sales person Keith Ladd was particularly Wife and I purchased a used Mercedes found via Edmunds. The staff were knowledgeable and very courteous. Our sales person Keith Ladd was particularly helpful. We are pleased with both our trade in experience and overall value received. I would recommend them to my friends and family. More

Great Car, Terrible Customer Service & Management I am giving this dealership 2 stars instead of 1 only because I do like the car I bought. This is the 6th car I have leased and purchased in my life, I am giving this dealership 2 stars instead of 1 only because I do like the car I bought. This is the 6th car I have leased and purchased in my life, and I can say this was hands-down the worst car buying experience I have ever had. During our first trip to the dealership on a slow, rainy Sunday, the process of test driving 4 cars dragged out for 4+ hours. I told the Sales Consultant my price range, and he failed to show me any cars that matched my criteria until I told him I was going to head out for the day and then a car that matched my budget and "wish list" ever so magically appeared from the garage. Funny how that happens. We negotiated with Nigel the Sales Manager, who was smarmy, condescending and essentially berated me into accepting the sticker price for the vehicle, then told me he would not be able to do ANY additional work buff out the scratches, etc. because I was getting such a great deal. Ok, Nigel. I almost (and wish I had have) walked out on the spot, however I did really like the car. Our Sales Consultant told us we "had to": come back within 48 hours because they were giving us the car at such a great deal (even though I paid sticker price), so I made an appt. within that time period. I had to call and email 5 times to reach someone, and my actual Consultant never called me back until I was transferred to a Manager who then had him return my calls, in order to confirm the appt and find out what I would need to bring to purchase the car. I was told just to "bring my checkbook," really helpful. One would think if you are trying to close a sale, you might return the customer's calls. We arrived for our 4:30 appt and were told it would "just be a few minutes," then sat in a variety of offices in the dealership until 7:15, when I finally told them we absolutely needed to leave for dinner reservations. During this 3 hour period, we were left sitting alone and told "5 more minutes" by pretty much everyone in the dealership. Hard to understand when you are paying $30k for a new item and have MADE AN APPT why it would take 3 hours to finalize the sale. Very puzzling. I work full time, and had to take a half day to make the drive and appt per the Sales Consultants' insistence. When I expressed displeasure at being kept waiting so long, I was told by our 2nd Sales Consultant that it was my fault for "being on my phone" (which I ONLY was when I was left sitting alone in the various rooms of the dealership) and that it was their "end of the month" so apparently that is the day they treat their customers like crap. Anyways, I would definitely suggest going to another dealership over this one. Lexus makes a beautiful car, however they are many other places where you can purchase one where they don't torment you along the way. More

No way I would go back Twice in 2 years Nigel tried to hose me on a trade in with his long list of excuses. Typical good cop-bad cop routine. Offered 3 thousand less than th Twice in 2 years Nigel tried to hose me on a trade in with his long list of excuses. Typical good cop-bad cop routine. Offered 3 thousand less than the next dealer. More

Great Price, Friendly Service. We recently purchases a used vehicle from IRA Lexus of Manchester. The price was aggressive, as was their pricing on the vehicle. I appreciated the no We recently purchases a used vehicle from IRA Lexus of Manchester. The price was aggressive, as was their pricing on the vehicle. I appreciated the no-nonsense negotiating that took place with Ed over the phone, a fair price was reached in a matter of minutes. There were a few hiccups during the transaction; a few lines were left off of the paperwork that was required me to make a couple of trips to register it, our deposit was not promptly refunded, and then when it was they accidentally double billed us. Both of these were small issues and the Dealer worked very hard to resolve them quickly for us making them a moot point. All told we are very happy with our vehicle and the dealership. More

pleased with service Had an issue with a sensor light on dash not turning off when other service facilities tried to fix. Finally called the dealer. I hadn't used them sin Had an issue with a sensor light on dash not turning off when other service facilities tried to fix. Finally called the dealer. I hadn't used them since moving to NH, but even after the 2 hour drive I will continue to use them again. More

Finest Vehicle I've Ever Owned When I arrived at the IRA Lexus Dealership in Manchester, I knew that I liked the Cadillac SRX (having driven one for several hundred miles), but I di When I arrived at the IRA Lexus Dealership in Manchester, I knew that I liked the Cadillac SRX (having driven one for several hundred miles), but I discovered that its towing capacity was limited to 2500 lbs. That capacity doesn’t meet my needs. Mohamed El Naghia met me outside the facility (on what was a cold day). I asked him what does Lexus offer as a competitive product to the Cadillac SRX. His answer was the RX 350. He showed me one of the used RX 350 in the front lot. I was not interested in purchasing a vehicle at this time, rather I had many questions concerning purchasing options – such as lease vs. buy, trade-in options for leases, payments, new, used, etc. Mohamed and his sale team spent a lot of time helping me understand my options, and consequently I decide to purchase a 2013 RX 350 that was on the lot. There were many body imperfections (scratches and swirls) on the exterior and a few on the interior. Most of the imperfections on the inside and virtually all on the outside have been resolved. If you saw the vehicle now, you would think it’s new. I extended the warranty period one year beyond the Lexus Certification. I asked IRA Lexus Service to install a towing hitch, but I had some unique requirements for the hitch. The Parts department was very creative in finding the perfection solution to my problem. Service did an excellent job installing the hitch. Service refinished the driver side door, resulting in a vehicle that exceeds Lexus Certification specifications. I found the staff at IRA Lexus Dealership to be professional, courteous, and very helpful. They helped me decide what to purchase, when to purchase, and help understand all the features that a RX 350 offers – no easy task. The RX 350 is by far the finest vehicle that I’ve ever owned. More

2014 RX 350 SUV with a bad transmission A few weeks ago my wife purchased a brand new 22014 RX 350. Little did she know that her new car experience will turn into a nightmare. My wife drove A few weeks ago my wife purchased a brand new 22014 RX 350. Little did she know that her new car experience will turn into a nightmare. My wife drove the car around the dealership for about 5 miles, she was excited about the new Lexus went and purchased the car over phone. She went back the next day to finish the paperwork and pick up the car (the car had 45 miles when she drove it out of the dealer lot). She drove the vehicle home late Friday evening, when she got home she told me that something is not right about this car. She described the problem as vibration when the vehicle goes up to certain speed. I drove the car to figure out what she is talking about and it vibration happens when it shifts to a higher gear. She called the dealer and made an appointment to get it checked out. The dealer called California and went through a series of tests and procedures (i.e. drain the transmission fluid without success). The service manager gave us a call and said they ordered a new transmission and the car will be ready a week later. WHAT!!!! Update on 5/5/2014: Just to keep everyone up-to-date on this issue: Lexus corporate headquarter gave me a call today to ensure that the issues I raised have been addressed and that all is well with the new transmission. They are also try to do well by me. I was also happy to hear from the GM of the IRA Lexus Bedford NH. He wanted to make sure the vehicle is operating 100%. And if I had any issues to call him directly at his number. The service department handled the transmission replacement very professorially and kept me posted on the progress. More