Spirit Lexus

Victor and Annetta Turner 1471 Pasteur Lane Swansea, Victor and Annetta Turner 1471 Pasteur Lane Swansea, Illinois 62226-8930 Lexus Corporate Office Subject: Delivery of Lexus RX350 – 2010 Victor and Annetta Turner 1471 Pasteur Lane Swansea, Illinois 62226-8930 Lexus Corporate Office Subject: Delivery of Lexus RX350 – 2010 Vehicle To the Market Manager of Lexus Corporation, My husband and I came into the Creve Coeur Lexus Dealer and Selected the vehicle of our choice in the month of June 2009. The salesman Chad Lowery was our original salesman he was very friendly and professional. We explained to him what we ordered a brand new 2010 RX 350 and agreed on a sales price. Chad explained to us that it would take 3 to 4 weeks to receive what we wanted because of low inventory. Within those weeks we were told by Lexus that Chad had taken a leave of absence. Tom Gibson stepped in to proctor the deal in which my husband was in daily contact with him. We had to wait three weeks for Mr. Gibson to locate our vehicle, which was understandable. Mr. Gibson notified my husband that the vehicle had arrived and my husband made arrangements for me to fly to St. Louis in order to consummate the deal. My Husband talked with the Tom on several occasions and he assured him that everything was in order that the car was ready for delivery, and that we were going to be pleased. I flew in from Washington DC on an early flight arranged by my Husband because he had to work during the week. Our expectations were that all of the details were in order and the car was ready for delivery, with everything arranged a week in advance for a smooth and seamless delivery. Mr. Gibson told us that the vehicle had been prepared and ready to go. My Husband picked me up at 8:00 am Saturday July 24, 2009, from Lambert International Airport, and we went straight to Plaza Lexus in Creve Coeur Missouri. Mr. Gibson knew we would be there when we arrived needless to say the car had not been prepared for delivery. Mr. Gibson did not even know where the vehicle was. He assumed that it was in the delivery bay, like all other vehicles when delivered and it was not. He had to track the vehicle down elsewhere in the shop. The vehicle was supposed to be detailed with a silver stripe painted on the sides, with door guards and the vehicle was supposed to be sprayed with a protective sealant over the paint prior to our arriving on Saturday. Mr. Gibson apologized and then they ran it through the car wash, when we went out to look at the vehicle it was still dripping with water, not cleaned the windshield, the glass and sunroof were water spotted and stickers still stuck on each mirror. Mr. Gibson told us that the vehicle had just been sprayed with sealant. How could that be with dry stickers attached to each mirror and the car dripping wet from a car wash? Bottom line nothing was done to this vehicle. In good faith we believed that after signing the contract and handing over a $50,000.00 dollar check, the only thing we would have to come back for was the painting of the detail stripes because nothing had been done prior to our coming. Even though my Husband was told by the salesman that everything would be done before Saturday and it would be ready for delivery put into the delivery bay waiting on us on that Saturday. Mr. Gibson tried to show us some of the features, but was interrupted by a salesman stating he (Mr. Gibson) had another customer. After leaving the dealer we noticed to our amazement a scratch on the back of the vehicle on the trunk lid. It could have happened during the delivery to the dealer, but someone should have caught that scratch before delivering the vehicle to us. Someone, (whom ever) tried to disguise the scratch using brown touchup paint on a black vehicle over the scratch. We were very upset! So, then we had to go back to the dealer, mind you we haven’t eaten and I just got off my flight 8:00 am that morning. I was not happy with the whole experience spending hard earned dollars for this vehicle not to mention the price the customer service we received was highly unacceptable! When we arrived back to Plaza Lexus, George Matthews the General Manager came out to see what was going on and assured us that everything would be done on Monday July 27, 2009. My Husband had to work on Monday so he had to get up 2 hours earlier to come back to the dealer to drop the vehicle off, so they could correct all of the irregularities that should have been caught and corrected before delivery. Mr. Gibson left him his loaner car with no gas, so he had to stop 6:00 in the morning to put gas in the car so he could get to work! We know that Lexus is the top of the line, but the customer service during delivery at Plaza Lexus Creve Coeur was poor. No customer who spends any price for a vehicle especially $50,000.00 should experience this kind of service. We were really inconvenienced from start to finish and did not get the service we were expected, prior to getting there on Saturday. Thanks, Victor & Annetta Turner More

We found that our salespersons were wonderful to work with. They were very helpful and supportive with making sure that we had full customer satisfaction. Chris has a great personality and is very people with. They were very helpful and supportive with making sure that we had full customer satisfaction. Chris has a great personality and is very people friendly and customer oriented! It is good to deal with people with years of knowledge and experience on what they are selling!! We have been buying Lexus for years and love the drive and ride. Thanks More

Actually went to get an idea of what our used 2003 SC430 was worth and ended up buying a new Lexus although my wifes first choice was a Mercedes E350. Difference in price of a new ES350 versus a used E350 was worth and ended up buying a new Lexus although my wifes first choice was a Mercedes E350. Difference in price of a new ES350 versus a used E350 being nil we decided on a new car and bought that day. Have owned both Lexus and Mercedes in the past and found the Lexus experience equal to or better than problems encountered with Mercedes. More

Tom was very easy to work with. He introduced my husband and I to the manager right after he met us. They beat Kenny Kent Lexus in Evansville, IN price by $1000 and this vehicle had an extra $375 feature th and I to the manager right after he met us. They beat Kenny Kent Lexus in Evansville, IN price by $1000 and this vehicle had an extra $375 feature that I really wanted. They also traded with another dealer to get the vehicle we wanted and did not charge another "delivery fee" and did not ask for money down before the trade like Kenny Kent did. I would definetely recommend Plaza Lexus. More

All areas of the dealership were clean and neat. All employees were very frendly and helpful. The atmosphere was relaxed and I was never pressured to purchase. Mike Bayer was very knowledgeable about employees were very frendly and helpful. The atmosphere was relaxed and I was never pressured to purchase. Mike Bayer was very knowledgeable about the vehicles and very cooperative. It was a very nice experience, unlike other car dealers. More

this was a pleasant buying experience,right from having the door openned for us and being taken to the salesman we asked for. mr. blumeyer did a very good job of answering our questions and selling us a ne the door openned for us and being taken to the salesman we asked for. mr. blumeyer did a very good job of answering our questions and selling us a new car. he also did a nice job of going through the delivery process with us. More

this was a pleasant buying experience,right from having the door openned for us and being taken to the salesman we asked for. mr. blumeyer did a very good job of answering our questions and selling us a ne the door openned for us and being taken to the salesman we asked for. mr. blumeyer did a very good job of answering our questions and selling us a new car. he also did a nice job of going through the delivery process with us. More

Mike made this a great experience. I would send anyone to him and Plaza with no reservations. He treated both my husband and myself with great respect and valued our time, somthing we did not find at all to him and Plaza with no reservations. He treated both my husband and myself with great respect and valued our time, somthing we did not find at all dealerships. He made sure that all our questions were answered. For once I don't dred the next time I have to go back into a dealership after the purchase of a car. I look forward to what I feel will be a great customer relationship with Mike but with Paza as well. I would also like to extend by appreciation to you buisness office, which has always been the least positive parts of a dealership. While Glen certainly offered the post sales options and explained each well, he did not attempt to pressure us or question our decision as to what we declined or accepted. This was our first experience with Lexus and if other Lexus dealerships even approach this level of professional behavior, then I will be a lexus customer for life. More

My employee comes to Plaza for service and recommended that I try Plaza for new car trade as my usual dealer seemed to be reluctant to do the usual annual trade with used car values being down with the ec that I try Plaza for new car trade as my usual dealer seemed to be reluctant to do the usual annual trade with used car values being down with the economy. Mr. Blumeyer came thru with a reasonable trade difference and even enhanced that difference after checking market on my used vehicle. We await the opportunity to use Plaza service department even though I rarely have used any service department with any Lexus owned in the last 15 plus years. More

Very professional, fair, high level of service and customer centric approach without being intrusive. Good listener and focused on delivering to meet or exceed customer's expectation and preference. N customer centric approach without being intrusive. Good listener and focused on delivering to meet or exceed customer's expectation and preference. No gamesmanship, gimmicks or bait and switch. Respectful - no high pressure or haughty tactics. The type of customer experience one would or should expect from a better grade dealer of higher end brands. The Plaza Dealership and Chandler Lowell could very well serve as a role model as to how to fairly and professionally treat customers. My experiences with the service department (Lexus) parallels the sales experience. More