Lexus of Wesley Chapel

Lexus LOVER What an AMAZING experience at this dealership! Mr Tim Smith our hats off to you your knowledge,professionalism and patience made our FIRST experience What an AMAZING experience at this dealership! Mr Tim Smith our hats off to you your knowledge,professionalism and patience made our FIRST experience most memorable. Your ability to help us navigate this process made our decision to purchase this vehicle without hesitation. To have such an astute individual in this arena makes MAGIC for customers like my husband and I. Thank you Tim for your LEXUS EXPERTISE!! More

Where do I start. I have never had the service or the care of an Lexus Dealer like I received at your dealership. I have been a Lexus owner since 1984. Thank you so much. I will be using Lexus of Wesley care of an Lexus Dealer like I received at your dealership. I have been a Lexus owner since 1984. Thank you so much. I will be using Lexus of Wesley Chapel from now on. Your dealership is blessed to have Tim Smith as an employee. He was amazing, His customer service was out of the park. More

Honest Review -- Nice Facility. Poor/Contentious Experience. I came to the Lexus of Wesley Chapel to purchase a car I found online. I called in advance since I live two hours away and drove with my parents. The I came to the Lexus of Wesley Chapel to purchase a car I found online. I called in advance since I live two hours away and drove with my parents. The salesperson (Johnny Millaway) was a nice guy and met us upon arrival (no wait time). While doing the paperwork, we asked for a copy of everything and were told we would receive this when we talked to “the next person” (which we did not receive; to note, we interacted with three different people whilst there, which apparently is the “normal protocol”). We completed all the paperwork and the salesperson apparently made a serious mistake; he informed us we could use our existing tag (we brought and provided the tag info with us); however, this was incorrect. While we were waiting in the lobby for the keys, we were approached by the Service Associate (Chad Anthony Herd), not the salesperson. The Service Associate was highly confrontational and unfriendly, stating there was no way he could process it this way. He went to speak with the salesperson in the back, returned and claimed the salesperson misunderstood what we told him (even though we had the tag info in our hands). The Service Associate stated we would have to pay extra to purchase a new tag if we wanted the vehicle. Not only was he unfriendly, he was not willing to offer any alternatives or even slightly apologetic of the issue. So we were put in a tough position to figure out what to do. Ultimately, we ended up having to start over and re-do the entire paperwork as joint owners (fortunately I had my parents there with me, otherwise I would have had to drive back and forth for four hours). When we went back to re-start the entire paperwork, the salesperson told us he simply wasn’t aware of that process and he learned something new (a disparity from what the Service Associate shared). Either way, we re-did all the paperwork (e.g., financing documentation, credit checks, signatures, etc.). We were then left sitting alone for a while, as they reprocessed all the paperwork. The Service Associate returned this time (not the salesperson) and informed us we were still required to pay more for the tag transfer (in addition to the financial figures we already agreed to). I asked if the difference would be covered due to the misinformation on their part and the hassle, at which point the Service Associate promptly stated there was no way he could do that. He walked away and we sat there waiting, again. The Service Associate later returned and told us to follow him to his office to sign the final paperwork. There were not enough chairs, so I told my parents to sit down and I would stand. The Service Associate quickly interrupted that I needed to sit down, as I was needed to sign documents, while my father could stand (who, BTW, is a heart failure patient and uses a machine to get around). The Service Associate immediately tried to sell us on warranty and insurance add-ons, claiming the manufacturer warranty was ending imminently. However, we were confused as this was a 2018 vehicle and asked for the first service inspection date logged; he looked back through the paperwork, and said “hmm, nevermind” and moved on to the next paperwork. We asked again for the date and he begrudgingly said it was actually first serviced in 2019 (i.e., meaning the first year of warranty had not yet even completed, with several years remaining). The Service Associate continued to fly through the paperwork and was highly confrontational, annoyed with anytime we inquired about the documents we were signing. We also noticed much of the papers we were signing had blanks/missing info (and no countersignatures). We asked for copies of the entire paperwork, and only received pieces (I later requested that, when the paperwork was finalized (with all signatures), to share a copy and was told it would be fine to just run it thru a scanner; I have not yet received this, nor have I received a response to the follow-up e-mails on this). After flying through the signatures, he hastily handed us a temporary tag, told us to go back outside and talk to the salesperson to attach it to the car, turned away and did not shake our hands (which we found disrespectful, as well). Overall, we were unhappy with the experience at the dealership. A few extra points worth noting: - This dealership has a beautiful facility, with an incredible lineup of cars in the lobby and throughout the lot. - The folks at the front desk were kind and greeted us when we came in. - There is a stellar waiting area (among the nicest I’ve seen), which has several refreshments, snacks, and TV’s. - A number of (other) employees greeted us among the (many) times we were left sitting idle across the hours we were there. - There was no wait time when we went in the evening (which highlights our unfortunate experience, given how many hours we were there in total). - We noticed the mileage in the car was different than the posting (though it conveniently matched the odometer listed on the paperwork that we had to sign). - We noticed the owner’s manual and service handbooks were missing from the car; we called the salesperson back, who was surprised to hear this and said he’d doublecheck the inventory (he e-mailed us a PDF, the same one we pulled from the web, though we never received a physical copy). We called our local dealership to ask if they had any extras, and they claimed it would cost a few hundred dollars (they were also surprised the dealership didn’t have this or offer to order one for us). - We have not received a copy of the paperwork (to-date), despite multiple follow-up notes to the Service Associate. - We are now over a month past the purchase of the car and the temporary tag has expired. We have tried, unsuccessfully, to reach the Service Associate (Chad Anthony Herd) to gain some guidance on this, though have not yet received any response. - We have gone to the tag office multiple times to inquire about options and were repeatedly told that the dealer needs to handle the paperwork (the tag office rep did attempt to retrieve the info on the registration in the system and did not see anything listed). The tag office rep shared that this was odd, and conventionally, dealers extend the temporary license tag (or issue a new one), while the registration paperwork is being finalized (the tag office also advised us to contact the Bureau of Dealer Services and file a complaint, if necessary). This is not the experience we expect from a luxury dealer, purchasing an essentially new (2018) luxury SUV. We have purchased three other vehicles from various dealerships over the last six years, all with pleasant experiences. Ultimately, we have a new car sitting in our driveway for the week of Christmas that we cannot (legally) drive, resulting in unnecessary burden trying to coordinate with family in town. We understand folks may be out for the holidays, but we will continue to try and connect with the dealer for guidance. Overall, this is a beautiful facility (and I hope with pleasant associates based on other reviews), however I would not recommend this dealership. They made a mistake (honest mistake by a nice salesperson), treated us as if it were our fault, did not seem to care past the point we agreed to purchase the car, and provided a rather contentious environment upon reviewing/signing of the paperwork. I tried my best to share the experience with this dealership in an honest fashion. Hope this helps. More

My experience was effortless leasing my new vehicle. Tim Smith was professional and answered all my questions. I would highly recommend Tim at Lexus of Wesley Chapel for their next Lexus. Smith was professional and answered all my questions. I would highly recommend Tim at Lexus of Wesley Chapel for their next Lexus. More

Amazing buying experience. They Are very patient during the whole process providing excellent customer service and great discounts. Service department and service advisors provide outstanding customer serv the whole process providing excellent customer service and great discounts. Service department and service advisors provide outstanding customer service. More

Excellent service and relations Am was very helpful and explained the features of the vehicle thoroughly while we test drove the vehicle before and after to be sure we were familiar Am was very helpful and explained the features of the vehicle thoroughly while we test drove the vehicle before and after to be sure we were familiar with the operation of the vehicle. I have already mentioned to someone about the service we received and they are considering a purchase. More

Honest Dealership Although I turned in my previous lease early, Al made sure I got to the price I asked for without being responsible for the remaining lease payments. Although I turned in my previous lease early, Al made sure I got to the price I asked for without being responsible for the remaining lease payments. Great doing business with this dealership! More

Excellent Experience This is an outstanding dealership. As you drive onto its premises you can see how pristine the facility is. Every employee I met was pleasant and tr This is an outstanding dealership. As you drive onto its premises you can see how pristine the facility is. Every employee I met was pleasant and tries to make you comfortable in their surroundings. My salesperson, Tim Smith asked a few questions and then led me to the vehicle that I was looking for. We did a test drive as he showed me some of the vehicles amenities. After the test drive he gave me a proposal as his manager had already evaluated my trade. There was no pressure. I left the dealership and decided on my way home that I was comfortable with the experience and after a phone call to Tim’s manager we settled on a price. I picked up the car on the day and time specified. The business office experience was seamless. Tim showed me around the entire facility and I met many key people that I would need to know upon my return for service and repairs. A spectacular dealer facility, friendly and courteous people who who want to make you part of their family. I have had several follow up calls from Tim and have called him about “how too’s”. He is always eager to let me know what I want and offers to have me call him at any time. More

We had a wonderful experience with this dealership. Seymour was great to work with. He explained everything and helped us decide on our Lexus 350 Sport! Everyone at the dealership was nice but Seymour Seymour was great to work with. He explained everything and helped us decide on our Lexus 350 Sport! Everyone at the dealership was nice but Seymour was the best!! Chad did a great job too. He did the final paperwork with us, in the dark; because the power went out in the storm! The computer also went down but he mailed me all the printed papers the next morning!! We were very pleased with our experience at your dealership and will recommend you to our friends! Thank you Sharon Grey More

Great 5,000 mile service. It was done in a quick and expeditious manner. Kyle - service advisor was very thorough and was able to explain a few more features on the vehicle. He is a very knowledgeable i expeditious manner. Kyle - service advisor was very thorough and was able to explain a few more features on the vehicle. He is a very knowledgeable individual. More