Lexus of Manhattan

They were terrible. This dealership has no concern for customer service. They were disorganized, had very poor communication and no regard for my time. I even wrote to th This dealership has no concern for customer service. They were disorganized, had very poor communication and no regard for my time. I even wrote to the general manager-he never answered me! I would Like to acknowledge my salesman Sherwin Goodluck. He was very polite and tried hard to make up for the ineptitude of the people he worked with. I would NEVER recommend them. After such a terrible experience with this dealership, I went elsewhere and had a wonderful experience where I felt valued and respected-something I did not get here. I felt good buying a car where I was appreciated. Like to acknowledge my salesman sure win good luck. He was very polite and tried very hard to make up for the ineptitude of the people he worked with. More

Disappointed with this new ownership! I called, email and left voice message over four days ago to Warren sales representatives and the general manager Rich wit with this new ownership! I called, email and left voice message over four days ago to Warren sales representatives and the general manager Rich with two stock numbers on vehicle I am interested in. No one response to my message? Guess they don’t need my business. More

Horrible experience Horrible experience. I saw a vehicle that I wanted online and submitted an application. I got a call back from Warren about the car I was interested i Horrible experience. I saw a vehicle that I wanted online and submitted an application. I got a call back from Warren about the car I was interested in, I told him that I needed it within a week or so but to update me on when I can pick it up, as I live 2.5 hours each way and need to plan accordingly. He called me later again on the same day and we come out with the finance and payment plans. I asked him when I would be able to pick it up and he said it was at the service center and he would let me know when it’s available for pick up and should have an answer the following day. On to the next day and I don’t hear back from him, so I email him to let me know the progress of the vehicle and he said it should be there that night or the very next day the latest but he didn’t want to promise me anything. I told him that if the car needed to be serviced longer and I wouldn’t be able to have it that week, then let me know the truth so I can plan on when to go. I also wanted to see the contract to know that I financed the car and I am just waiting on it to be serviced instead of wasting my time waiting. He told me he would overnight the paperwork and it was signature required, which my husband took a day off from work to wait and nothing came. Every single time I asked when I could Pick up the car, it was the next day or completely ignored my email, calls or text. My husband called and asked to speak to the manager and the receptionist said he wasn’t available and she would leave a message and he’ll call back later on that day, and he never did. I don’t mind waiting for the vehicle as it has all the options I want but I don’t like being lied to and strung along. They pulled my credit but yet I have nothing to show for it. I am extremely upset and would like for them to make this right, as I waited a week to get an answer but instead, they just ignore me. More

Poor communication and sales tactics. Came in to teat drive and hopefully purchase a Lexus GX460. I was never offered a test drive, They had me come back to appraise my trade in and they Came in to teat drive and hopefully purchase a Lexus GX460. I was never offered a test drive, They had me come back to appraise my trade in and they obviously gave me $0 towards it being that they had the nerve to send an email stating that my note would be $1300 for a 2015 GX460. Mind you, credit and income is not an issue for me so there is absolutely no excuse for how I was treated. More

Beware of trap Day before yesterday I went there for remedy notice which Lexus claims that they need to reprogram the ICS system, and I also ask them check rear susp Day before yesterday I went there for remedy notice which Lexus claims that they need to reprogram the ICS system, and I also ask them check rear suspension since they making noises when passing the bump of road crack. I've scheduled a loaner when I'm making service appointment online since I thought it will take a little longer to check up rear suspension, otherwise I'd rather wait 2 or 3 hours there. The story begins when I start to talk to the service adviser, he lied to me says I didn't schedule loaner, you know what, if they tell me "we don't provide loaner" or "we don't want to provide a courtesy loaner" at the first place, fine, I understand that, but don't be a liar! They call me back the second day in the morning says ICS system reprogram is done but didn't find anything wrong with my rear suspension, I was like, what? Even a lady who never drive a car can hear that noises and those so called "professionals" don't, unbelievable! Actually, this is not my first Lexus RX, they all have the same problem! I didn't argue with them just say OK, I will go back to pick up my car ASAP. The worst part of the story came up after I return the loaner, one guy who did not identify himself to me but wearing service department uniform come to me and claims that the loaner has fresh damage on right side front end of bumper which is me responsible for that damage, I check the "damage" right after that guy told me, first of all, that damaged part doesn't look like a fresh one at all, there even a piece of fabric tuck in the damaged part, apparently someone tried to clean up the car after the damage, that guy who was argue with me about the damage says I have to pay for the damage, very rudely. I ask them to show me the picture to prove what they claimed "no damage" since they keep saying that they inspected the car and hand it to me with "no damage", and he told me that don't work that way. When I buy myself a first Lexus back to more that 10 yrs ago, friend of mine who work for Lexus dealer told me that do not come back to dealer for service, I do have some bad experience with Queens of Lexus but I still expect that maybe Manhattan of Lexus might be different, since I don't care they don't even provide free coffee and snacks like Brooklyn of Lexus does, as long as they can do the right thing to get the job done. Now I know, they all the same and I even trusted them, What a terrible mistake! People, DO NOT go back to them for service your car, if you have to, just beware of them, DO NOT trust them, they don't deserve your trust. More

An Awful Buying Experience On Saturday, November 17 2018, I contacted Garmal Aly with Lexus of Manhattan regarding a 2016 Lexus RX350 I saw on CarFax.com advertised as a Certifi On Saturday, November 17 2018, I contacted Garmal Aly with Lexus of Manhattan regarding a 2016 Lexus RX350 I saw on CarFax.com advertised as a Certified Pre-Owned vehicle. After answering several questions about the vehicle and the purchase process, my wife and I decided to drive from Northern Virginia to New York to view the vehicle on Monday, November 19 2018. When we arrived at the dealership at the appointed time of 11 am, the vehicle we inquired about was not available. We were told it was still being detailed. After about 45 minutes, the vehicle arrived at the dealership. Upon inspecting the exterior of the vehicle, we noticed a pretty sizeable dent on the driver’s side door. More irritating is the interior of the vehicle smelled like an old ash tray. It was clear the prior owner was a smoker. There was no mention by Garmal during our telephone conversation that this was a smoker’s vehicle. We later found out the vehicle was not a Certified Pre-Owned vehicle after all, although it was advertised as such. As we voiced our displeasure over the vehicle, Garmal was eager to show us another 2016 Lexus RX350 which was in stock. The vehicle was extremely dirty inside and outside, so we couldn’t really tell the condition of the unit. Garmal sent the vehicle to be detailed and assured us it would take no more than 2 hours to get the unit back. We go out to lunch at 2 pm and arrive back at the dealership at 4 pm only to find no vehicle in sight. Ultimately the vehicle didn’t arrive back at the dealership until we were agitated to the point we were walking out the door at 7:30 pm. As we inspected the vehicle, it was clear someone with little detailing experience performed the work. There was a wax compound caked around all of the backup cameras and panels, the interior passenger seat had a white substance on it, the dashboard looked ashy and the carpet had not been cleaned. The vehicle had low miles and appeared to be mechanically sound and I knew that a REAL detailer could clean up the vehicle, so we negotiated a reduction in price to compensate for the work that needed to be done on the unit. We were putting down a substantial amount of money on the vehicle and only needed a small loan to finalize the deal. We were preapproved our my credit union, however due to the hour of the night (roughly 9 pm), they were not available to consummate the loan. As a result, we had the displeasure of dealing with the Financing Service Manager, Dariusz Doliwa. As we walk into his office to sign financing paperwork, he was clearly agitated that he was still at work. To the end, he uttered “I should have been gone an hour ago” to Garmal. We found his approach to be abrupt and he explained none of the paperwork he was shoving under our noses to sign. I was once a Regional Manager for a large bank, so I understood financing paperwork and I took my time reading all of the paperwork before anything was signed. In reviewing the paperwork, I discovered the dealership padded the sales tax and registration fees by over $1300 (clearly, cheating customers is how they make their money). I challenged Dariusz on the tax rate for the State of Virginia and he changed the paperwork to the correct number. As a condition of moving forward with the transaction, we required Garmal to send us 2 Lexus jackets and 2 hats. I have emailed him 3 times and called him directly once over the past three weeks, yet he refused to return our calls. I suppose that since we got a priced reduction on the vehicle, they weren’t able to cheat us out of $1300 on the financing and the fact we won’t be taking the car to that dealership for service, they figure there was no money to be made, therefore no reason to return the calls. We have purchased several other luxury vehicles from Lexus competitors over the years and did not have this type horrifying experience. We expected much more from a luxury auto dealer. The only thing this dealership was missing is a neon “Buy Here, Pay Here” sign out front. Their franchise license should be revoked. More