Lexus of Wayzata

Worst car dealer experience ever; both sales and service! It started out with the purchase of a certified pre-owned RX350 (my first foray into used cars because I liked the smaller size of the pr service! It started out with the purchase of a certified pre-owned RX350 (my first foray into used cars because I liked the smaller size of the pre-2016 RX and wanted features like leather seats that didn't come standard with an NX) - however, I found out 2 months after the sale went through that the vehicle with a clean Carfax and less than 6000 miles on the odometer had actually been in 2 accidents (calls into question how well the vehicle was treated by the prior owner as it seems like you'd really have to try to get into 2 accidents in such quick succession). Dealer rep was pretty unsympathetic about the situation (downright condescending at certain points) and it took a fair bit of pushing on my end for resolution. Which ended up being swapping that vehicle out (at a higher cost of course) for a new RX. The new RX was a nice vehicle, until summer 2020 when there was a recall for the fuel pump at which point, it was brought to the dealer for the recall repairs to be completed, however they were not done correctly resulting in me driving around in a car leaking fuel. And by leak, the gas was in a noticeable puddle under the car and the dripping noise was audible when I next went to fill up the gas tank following the service visit. I'm not sure how they missed this one as the leak was quite obvious and they were supposed to have filled up the tank post-service.... Again, when the issue was brought up to the dealer (after I was stranded in a parking lot because it wasn't possible to ride with the tow driver due to COVID), they were pretty unsympathetic and made only a bare minimum effort to correct the situation - meaning necessary fixes were made to stop the leak, but I had to get a ride home after my vehicle was towed and find my own way back to the dealer to pick up my car after the work had been done. They were more than willing to offer to drop off a vehicle with a new trade-in (an idea under consideration the week before) with not much notice to help facilitate a sale and save me time, but couldn't find time in their schedule to drop off my vehicle after their negligent repair work left me without transportation. They even said the leak was caused because the fuel line was not hooked up properly by them, but they could barely be bothered to apologize for the inconvenience (and by inconvenience, I really mean potentially dangerous situation in which they put me) and instead they seemed more concerned with how this extra work would impact their schedule/flow for the day. The final straw came when I was again contemplating a trade in (what can I say, I like new vehicles and they kept sending out email notices about needing pre-owned inventory), and they lowballed the trade offer: I ended up getting almost $3000 more by taking the trade elsewhere. There were other, smaller issues along the way, but generally Lexus of Wayzata was the worst car dealer experience I've had (over about 8 new cars in ~16 years, including the 1 CPO Lexus, via transactions with 5 different dealers). It's too bad because it was a nice vehicle, but until/unless there's another Lexus dealer local to the TC metro, I'm done with the brand because this location is not worth the stress and hassle. What makes it even worse in some ways, is the reaction of the staff. I lost track of how many times I'd hear something along the lines of "that's not typical" when describing my issues with their dealership. And in some ways I wonder if the lack of problems in general leaves them ill-equipped to deal with a negative customer experience when it does happen. Or maybe that thought process is giving them too much credit... In any case, they have a lot of positive reviews, so maybe if you're buying from them, you'll be one of the lucky ones and it will be smooth sailing, stress-free with a nice vehicle to boot. But if you're not one of the lucky ones, things can go very sideways, very fast and at least in my experience, they didn't seem to care enough to try and fix a bad situation or offer any resolution without serious pushing. I was almost willing to let this go without any negative public reviews, but I've tried unsubscribing from their emails now that I no longer drive a Lexus and they keep emailing me. So PLEASE, just make the emails stop so I can move on from this unfortunate experience. More