Have you ever wondered why car dealerships have such a
bad reputation? Look no further than Ray Catena Lexus of White Plains. Service advisor Benito Martinez is the prime example of someone who should not
bad reputation? Look no further than Ray Catena Lexus of White Plains. Service advisor Benito Martinez is the prime example of someone who should not be in communication with customers.
On this beautiful Good Friday morning I took my girlfriend’s 2017 RX350 for maintenance, and to have them check the transmission since it seems to hesitate and hunt for gears at low speeds. To start, Mr. Martínez did not even greet me. Actually, he ignored me when I said good morning. In fact, all the employees looked like they just did not want to be there!
My girlfriend and I purchased this vehicle as a Certified Pre-Owned, which meant we would get two years or 20,000 miles of free maintenance. It has not been two years since we got the vehicle, we have driven it for about 13,000 miles, it was serviced twice at another dealership at no cost. So how is it, Mr. Martínez or Ray Catena Lexus of White Plains, that this vehicle is not covered under the Lexus CPO program?
I said I would contact my selling dealer regarding this. Then I asked him to have the transmission issue checked and, gosh, he said this was not covered under warranty either! However, according to the Lexus website: The Powertrain Warranty is for 72 months or 70,000 miles, whichever occurs first. Except for the situations listed on the Basic Warranty page, this warranty covers repairs needed to fix defects in materials or workmanship of any component listed below:
* Engine: Cylinder block and head and all internal parts, timing belt and cover, flywheel, oil pan, water pump, fuel pump, engine mounts, engine control computer, seals and gaskets.
I showed Mr. Martínez this and he went ballistic: “Let me say it to you in Spanish: the car has no warranty. It will be $173.00 for the diagnostic.” Again, how does this man have a job dealing with customers? Why would he speak to me in another language when we were clearly communicating in English? What made him think I understood or spoke Spanish?
I was appalled by this man’s behavior.
After my visit to this establishment I am now beginning to understand why online car dealer services are doing so well.