Very Disappointing - J
Normally I do not write reviews but I am so disappointed I thought this one was note worthy. I have been a customer at McGrath of Chicago for around 20yrs and on my 4th Lexus. I have always praised the dealsership and the cars, to the point of being told by friends and family I should do a commercial for them. However I just purchased a preowned RX 350 and was told and assured that it had been meticulously inspected. Now after having the car for about 3 mos. I happened to notice my floor mat was out of place and when reaching down to fix it I discover that the new carpet mats I had purchased are soaking wet so wet that I had to discard them. The driver and passenger side of the car are completely soaked. No doubt whatever was leaking had been leaking for awhile or since shortly after I purchased the car and went unoticed by me due to what reason would I have to check the floor of my car. So I went in and spoke to the GM he told me to bring it over to service and see what the proiblem was which I did. As it turns out or at least as far as I know at this point I was told that the sunroof drains were completely clogged with mud, leaves and debris. So they cleared the lines, and then told me a ton of water came out. However when I inquired about my concerns for drying the car floors they then explain that I have two choices I can give it a chance to dry out on its own or they will pull all of the carpet and clean and dry the car but that it would cost me around $1000.00. As this is being told to me all I could think of was how insulting this was. That I was supposed to beleive in 3 months and highly likely much less then that when this started happening I just didnt catch it right away they are trying to tell me that the sunroof drains got filled with mud and debris in the short time I had the vehicle.Thats not even reasonable, I parked in the same spot that I had parked my previous RX 330 for 8 yrs nothing like this occured. This is simply not possible especially in the amount of time I have had the car. Nor did this ever happen with the 3 previous Lexus vehicles. So after asking one of the service reps what he would you do he said he would try to let it dry itself. Well needless to say I did I tried everything but after a almost 2 weeks there was still water coming up through the carpet which was needless to say concerning. So after being told the cost and thinking about this I called back and asked to speak with the GM again. Instead the sales rep that sold me the car called and said she was going to take care of it. Then I got a call back from another manager or rep and she told me to talk to the service manager so I went back only to be told that they were not going to do anything for me the best he could do is discount 1 hr of the labor that it would still cost me $850.00 subtotal and even if I went back to the manager that was all they would offer. I then called the rep who originally said she was going to take care of this thinking this cannot be right certainly they would at the very least negotiate something more reasonable all things considered and guess what she didnt return my call. So I bit the bullet at a little under $1000.00 because I have of course made quite an investment in purchasing the car.
In the past this would never have happened they would have taken care of this without question and accepted that this was something that had gone unoticed or identified previous to selling me the vehicle and honored that. Not to mention consideration and respect for a very very long time customer. It has become undeniably clear that they no longer provide the impecable service and sales that I had grown to know over the course of the many years I have been a loyal and long term customer. I will not purchase another vehicle from this dealership. They clearly have completely lost sight of best practice, ethics and integrity when doing business. So incredilby disappointing.
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