First, I called for last minute information prior to returning and It took me 3 phone calls with 5 different people to find out that I could stop by anytime before 6PM. And person in charge of returns assured me it would only take about 5 minutes.
Once I got there, person in charge of returns was with the customer and I waited 2 hours and 15 minutes... I have asked for any other options like, can I leave the car here OR should I wait more OR come back later.. anything... But receptionist's answer was person in charge of returns was with the customer.
After 3rd time asking for how long I need to wait to receptionist, person in charge pop his head out of his office and came out and helped me. When I asked him that least he could have done was come out and give me options or tell me how long more it will take or anything. He basically said he was the only one who could take the car and the others guy were off and reiterated that he was with the customer... It took less than 10 minutes to finish.
All I wanted was person in charge of returns or the receptionist giving me some options so that I didn't have to wait more than 2 hours.
I know that new customer is important, but if you don't take care of your old customers, they won't come back. I haven't got a replacement car yet, but after this experience, I would definitely not get a Lexus from this dealer. Thanks for wasting my precious time and thanks for making me realize never to get the future service from these guys and dealer. Very unprofessional!