Lexus of Watertown

This is my 5th purchase, I always have a great experience. Whether it is service or sale, I always feel like a get a great value. experience. Whether it is service or sale, I always feel like a get a great value. More

My experience at Lexus of Watertown was outstanding. They treated my husband and I like royalty. It was by far the best experience I have ever had with a dealership. What I liked was that My Phan took the ti treated my husband and I like royalty. It was by far the best experience I have ever had with a dealership. What I liked was that My Phan took the time to explain in detail the features of the car and was very attentive to our needs. What I loved was that I felt like everyone was honest with us. You could tell that it was more important for them to meet our needs rather than just to make the sale. Unbelievable! Everyone remembered our names and made us feel like family. I would refer any and everyone I know to Lexus of Watertown. Tony Bruno was really great, he helped us get into a car we love and that we can afford. This is a place that cares! They even called us afterwards to make sure everything was ok. They went above and beyond and we appreciate it! More

To keep a story short, I scheduled a test drive online for Sunday a few days ahead of the actual date. Since my wife and I were interested in a specific configuration of 2013 Lexus RX 450h, I clearly aske for Sunday a few days ahead of the actual date. Since my wife and I were interested in a specific configuration of 2013 Lexus RX 450h, I clearly asked Caitlin O'Connor from internet sales department to take a look to see if the vehicle I am looking for is available, so that I would not need to waste my time in a dealership that doesn't have the configuration I need. She responded back to me saying "oh well, there's quite a few of different ways RX is built, so just come by and we'll see what we can do for you". Having a good understanding of how a business works and why she wanted to have us in the dealership, I nevertheless was sure that Lexus employees should take some time in advance to be prepared to a potential customer's visit. However, when we arrived at the dealership, it turned out that: (Issue #1) A vehicle we need was not available (why not tell in advance? We are all busy people), and that in order to actually have an opportunity to test drive an RX 450h, we had to try some other configuration they had. (Issue #2) It took almost 20 minutes to figure out what vehicles the dealership actually has and make copies of our driver's licenses. A person helping us, Olesya Hvaleja, was not knowledgeable of Lexus products whatsoever (we had to explain what a heads-up display is), yet she felt confident enough to make totally absurd statements ("Mark Levinson is only available for F Sport model"... Really? And heated seats perhaps are then available exclusively for LFA). (Issue #3) The second person she fetched, Michael Espey, went even further by telling us there is no 2013 RX 450h anywhere on the east coast now that actually has Mark Levinson and Heads-up display installed (baloney: people are buying those and there are plenty of evidence to that online). (Issue #4) We went to see the vehicle, where we were honestly shocked with Olesya Hvaleja saying that black RX she showed us was not actually black, but silver in color if we take a closer look (I'm sorry, I can distinguish black from non-black, and I specifically asked for any color other than black). (Issue #5) She told us we just need to sign something for them to have the car overnight, and all that just for us to find out a few minutes later that Michael Espey didn't want to let the car be driven overnight, so we would have to constrain ourselves with 1.5 hour test drive to buy a $60k vehicle. When we asked to explain the reason for that, he stated at least 3 different reasons such as him being reluctant to add miles to a car (test drive will add miles anyways whether I'll do it tomorrow or today overnight), December 2nd being the last day of the month (???), and others that he didn't even explain, but instead handed his personal card to us having apparently zero interest in us as his customers. (Issue #6) Michael Espey had to go somewhere at least twice during our talk and leave us alone, and finally referred us to someone else, who stated a completely different reason for not letting the car go overnight and said that usually 1.5 hr test drive is enough (we got nearly mad; we don't choose Lexus to be treated in a "usually" manner, and we need an extended test drive, which we stated at least 3 times). Summing it up, we were not able to try a car and will have to be back later for that, which I seriously doubt we will do, as Lexus of Watertown exhibited an apparent negligence and disinterest towards us, specifically: (1) total absence of interest toward customers. If Lexus of Watertown is too busy for potential clients, why don't they put a note on their door informing people that "as of this time, Lexus of Watertown does not need any customers. Please refer to another dealer."; (2) unwillingness to appreciate client's time. I thought it should be clear that people buying a $60k vehicle rarely have free time to be spent for nothing in a waiting room; (3) apparent disrespect to clients being expressed in lying to them and making them feel like they are given a favor when having a chance to test drive a car they are about to purchase. I hope prospective Lexus owners will do their business elsewhere, as Lexus of Watertown does not definitely provide an appropriate customer service. More

Tony Bruno was the best sale person i have ever had in a dealership.I would like for people to give this dealership a try and will see what im talking about.Thanks watertown Lexus dealership.I would like for people to give this dealership a try and will see what im talking about.Thanks watertown Lexus More

Both Professional and proficient! I went in to look an Both Professional and proficient! I went in to look an RX 350 the night before Thanksgiving and left with a new vehicle. Internet sales development Both Professional and proficient! I went in to look an RX 350 the night before Thanksgiving and left with a new vehicle. Internet sales development (Weston Wright) did all the legwork including pricing and option packages via e mail so no one's time was wasted when I came in. I was not planning on trading in my old vehicle but they offered enough to make the deal worthwhile. While craigslist was the initial avenue to sell my car, the dealership eliminated this by offering a fair price Overall, fair pricing and every detail addressed. Now it is obvious why Lexus is able to sell so many vehicles My advice is go with your instincts. Pick the sales person you are comfortable with rather judging the dealership based on one sales person. For me, switching to Charles made the deal happen within an hour and I doubt any dealership would mind switching salesmen. Charles understands marketing and knew exactly how to focus on a customer's needs rather than selling unnecessary options or the wrong model to a customer Both Charles and the Business Manager Al stayed as long as needed the night before Thanksgiving to ensure the sale was concluded properly. They were willing to come in on their day off to finish necessary paperwork rather than handing it off to others In summary an effortless experience for a high dollar purchase. Post transaction, it was clear that the dealership would be there to assist however possible (programming features, service questions, etc) More

We had an awful experience with this dealership. We were extremely upset with how the sales manager treated us. He made us wait longer than any other dealership that we have been to in the last few weeks extremely upset with how the sales manager treated us. He made us wait longer than any other dealership that we have been to in the last few weeks. We were there for 2 and 1/2 hours and never got a car. All the others dealerships gave us their deal and we were out of there within an hour. Not only did we wait a long time but he left us thinking that we had a deal and he could get us the payment we wanted. He walked away asking if he could get us this payment would we buy the car today? We said yes and gave you our credit card (which was not given back to us yet). He had all the numbers, we signed more paperwork, and they took our card for the down payment. We waited a 1/2 hour and then went into the finance office. Here they presented the original numbers making the payment way more than we wanted per month. At that point we had waited an extra 45 minutes than we needed to. I know his plan was to get us all excited that we were getting the car and hope once we got in the finance office we would say yes to a higher payment. It was really a bad business move on their part. We were also upset about the conversations that I had with the online sales rep prior to our visit. He told us that our trade was a very popular car and that we could get more than expected. He said most people get 110% blue book value. He also said that the dealerships quota was very high this month and they were giving out a lot of deals. He even said that the price for the car was a sale price and he that it was on sale for less. I told him my numbers and asked him to talk to a manager before I drove all the way there. I called back and he said the manager agreed and that it was better to come down and make a deal in person. He also said that the dealership offers to fill your gas tank if you leave without a car, that is how sure he was that this deal would work. The deal didn't work, we waited forever, and left without a gas card. The manager was writing us up a certificate but it was to the gas station down the street and our tank was already full. We never come to Watertown so that wasn't going to work. I spoke with Michael O'Connell after we left and he said he would call back. This was on Tuesday and we never received a call. He did say to send a receipt when we fill our tank again and he would reimburse us. I'm sure we won't be seeing any reimbursement after our experience with this dealership. More

Jason was wonderful! He made our buying experience quick and painless. He knew all about the car we were interested in, and had everything ready when we came to pick it up. Thank you so much Jason! When and painless. He knew all about the car we were interested in, and had everything ready when we came to pick it up. Thank you so much Jason! When we are ready to buy our next car, we will come again. More

They did a bait-and-switch to get me in (the car listed online had 3 price drops to what appeared to be a great deal), of course, the car had been sold, and no other car came close in price. He then proce online had 3 price drops to what appeared to be a great deal), of course, the car had been sold, and no other car came close in price. He then proceeded to do the used car sales thing (consulting with the manager on what it would take to close TODAY). After 3 rounds of that, Ken came out to confirm that there was no way they could sell me, and I finally walked out in disgust. After all of these bad rep of used car sales people, you would think that they would change behavior... I guess it's working. I wanted a partner to help me navigate the process - such a shame... and for such a big purchase. Now I don't trust anyone and have to be ready to go to battle every time. I wish I liked Subarus.. they were great - no pressure, helpful, respectful. More

Any buyer, but particularly younger buyers, will be well served by Michael Berube. He is personable and professional, but also straightforward. He has an eye for detail and will make sure that your purchase served by Michael Berube. He is personable and professional, but also straightforward. He has an eye for detail and will make sure that your purchase is well-prepped prior to delivery. More

I have purchased (or helped my relatives purchase) numerous cars at various Boston-area dealerships over the past five years, and I can say without hesitation that Lexus of Watertown has been the best numerous cars at various Boston-area dealerships over the past five years, and I can say without hesitation that Lexus of Watertown has been the best experience hands down! After calling the dealership in advance, manager Mike Espy and Steve Batsinelas had our requested cars ready for us and allowed us to test drive them without delay. Once we selected the car we were interested in, Steve Batsinelas and My Phan negotiated a very fair trade in for my old car, as well the price of the new car, very quickly. It was a very prompt and honest process - no games or gimmicks whatsoever. We were treated with the greatest respect throughout the whole process. After the paperwork was finished, Steve and My took tremendous care to walk us through the car's Nav and Bluetooth systems, and gave us their private cell phone numbers for any follow up questions. Absolutely amazing service - Steve and My are an asset to Lexus of Watertown, and bring true authenticity and honor to the car buying process. This is the way you win and keep customers - well done! More