Thompson Lexus Willow Grove

In December 2025, I purchased a new 2025 Lexus 350 from Thompson Lexus of Willow Grove. This was my first and will be the last purchase of any Lexus automobile due to the following. First, the fuel indic Thompson Lexus of Willow Grove. This was my first and will be the last purchase of any Lexus automobile due to the following. First, the fuel indicator light failed to operate properly in accordance with what is stated in the Lexus Owner’s Manual. According to page 350 of the Lexus 350 Owner’s Manual, the fuel indicator light should go on when there is 2.4 gallons of fuel remaining. However, in my Lexus, the fuel indicator light only came on once and that was when the fuel tank reflected 16 miles of driving left. I tried to bring this to the attention of Matt Buglak, my assigned Service Consultant. I was unable to speak with him when I called but left voice mail messages for him several times. He failed to return any of the telephone calls. When I finally spoke to Mr. Buglak and asked him why he failed to return my calls, he said, “we were having phone problems” and “he has a lot of calls to return and there are of customers in front of him.” I later found out that during the times that I called, Lexus of Doylestown was experiencing no problems with their telephone. Due to the poor customer service I was receiving from Mr. Buglak, I brought the problem to the attention of Service Manager, Mark Ambolino. I brought to his attention the referenced page 350 of the owner’s manual. He completely ignored what was stated in the manual. In a condescending tone, he said the car takes an average of fuel and eventually the light will go on. I explained to him that was not the case with my vehicle. I told him my light only went on once and that was when there were 16 miles of driving left. He blew me away and failed to address my concern. He further stated that I should never allow the car’s fuel indicator to go low, and I should only pay attention to the fuel gauge and nothing else. Throughout the conversation, Mr. Ambolino spoke to me in a most arrogant, condescending manner, giving me or my concerns any attention. In other words, he dismissed me and my concern. I understand that the car is mechanical and issues do arise. When they happen, they should be immediately addressed and resolved. But I do not understand the arrogant and condescending tone to which I was subject. The behavior is totally unacceptable and inexcusable. Second, on June 9, 2026, at approximately 8:45 AM, I went to Thompson Lexus to cancel the Lexus Luxury Care Agreement and the Vehicle Service Contract. I was informed only the Business Manager, Jose Ortiz, could handle the cancellations. I was then told that Mr. Ortiz was not due in the office until 9:00 AM, so I went to the waiting area. At approximately 9:30 AM Mr. Ortiz walked into his office. I went to his office, and he abruptly and nastily asked me, “what do you want.” No hello; no good morning. I told Mr. Ortiz that I wanted to cancel two policies - the Lexus Luxury Care Agreement and the Vehicle Service Contract. Again, in an abrupt and condescending tone, he said “I will call when I am ready.” About twenty minutes later, he came to me, and again in an abrupt and arrogant tone said, “follow me.” In his office, he failed to offer me a seat even though there were two chairs on the other side of his desk. He asked for the documents that I wanted to cancel, in an abrupt and condescending tone. Upon receipt of the documents, he went into the computer and cancelled the Lexus Luxury Care Agreement and the Vehicle Service Contract. This took about 10 minutes. When completed, I asked for receipts of the cancellations. He printed the two receipts and literally threw them across the desk at me. I then said, ‘thank you” and walked out. He said nothing. The personnel at Thompson Lexus of Willow Grove have failed to recognize that customers, like me, are the life blood of the Lexus Corporation. More

I have bought several used cars from dealers. I have had good experiences with them. However I purchase a used Acura from Thompson Lexus of Willow Grove. I expected Acura quality and Thompson pea I have had good experiences with them. However I purchase a used Acura from Thompson Lexus of Willow Grove. I expected Acura quality and Thompson peace of mind. I purchased when Trump was threatening tariffs and cars sales were predicted to sore. I bought in late summer only to learn come first snow fall that only one wheel is turning on an all wheel drive vehicle. Took it in for service only to learn that the transfer case and tranny are shot. I was told that it was working when they sold it to me. Prove it. Only put 1000 miles on it. They then offered me 20k for a vehicle I pay 27k for. I then said what can you do for me in another vehicle? They had a limited selection at the time and I settled on a 2022 Lexus RX . I have had it now since winter and have suspicion the car has a shady history. There’s a quarter size tare in the dash , windshield had been replaced, there’s a feel of dampness combined with over fragrance. The windows are tinted so dark there illegal. The instrument panel had fog on the inside. The sun roof whistles when on the turnpike. I took it in for these things and they said of we can test the tint to see if it’s illegal and we will clean your panel and we will look into the whistling. When I picked it up none of I This was done. I wax told the whistling o Is just gonna have to be a characteristic of the car. They didn’t check the tinting sanitation they can’t. They only wiped the out side of the gage panel. Not addressing the inside. I was told that I bought the car as is. I’m 41 k invested in this deal and so nice to be told you are on your own. I would seriously have any vehicle you think about purchasing there looked over well by an outside mechanic before purchasing. I thought buying from a reputable dealer bought you peace of mind. You certainly pay up for it. Please do your homework. I get the feeling these cars should have gone to auction and not sold at a dealership. More