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Friendly personnel immaculate showroom smooth transaction, - sssojn
Friendly and knowledgeable sales person, Brendt. Immaculate show room. Easy final paperwork with Mike. No high pressure sales pitch. I can't believe the transaction was that easy. Shall go back to Reinhardt when I get my next LS 500.
Botched attemp at customer service - cbp88
My wife and I have recently relocated to the Pensacola, FL area. We leased a Toyota vehicle through Toyota Financial Services ( TFS ) in AZ. We were told by TFS natural Toyota dealers in this region use a different company for financing. When the time came to buy out our lease TFS explained the aforementioned issue and directed us to Lexus of Mobile. Prior to going, we attempted to call the dealer and set up an appointment as it is an hour away. We also did not want our two little ones to be a problem. This went on for 6 weeks.
As I said we attempted to contact someone from the finance department, Mark Halloway and Lauren Musgrove. We left several voicemails explaining the nature of our business and still no call back from either party. Again this went on for a month to a month and a half before we drove out as a shot in the dark.
When we arrived at the dealer earlier today we explained to the receptionist we'd like to speak to Mark Halloway to solve matters as TFS explained he specialized in these issues. When he met us he quickly judged us and passed us onto who had to be the most inexperienced salesman I've ever dealt with (Eric Herrman). Just like the phone calls you could tell he didn't want to be bothered. Eric went on to tell us he was told to "have the customer get their 10-day payoff "because he couldn't be bothered. After a very long time with Eric and multiple attempts to get our paperwork correct, he explained our package was ready for Lauren Musgrove and that we needed to call our financer and have them send money over. This is where his inexperience showed.
I told him it's the financing agents job to do the footwork they were having us do and he kept reiterating to call our financer on our own. He eventually got fed up and moved us to Lauren who was visibly irritated, like us. She was very short and repeated, "we're doing you a favor." I even had to remind her she needed to collect our cash deposit with which she was still visibly irritated. (everything is on film.)
I'll note my family and I WERE in the market for a new Lexus vehicle as well but after this horrific experience, we will either make the drive to Montgomery as 3 hours is worth not dealing with these individuals again.
I believe these people need a lesson in customer service. It is apparent there is a desire to land the "big fish" at this dealership.
Poor Experience Somewhat Salvaged - Cgriff19
Tammy, one of the service advisors, was INCREDIBLY unprofessional, even going so far as to openly complain to another advisor that he should have to deal with us. I don’t mean when she thought we weren’t around; she actually yelled at him when we were standing there in mid-conversation.
Rob, on the other hand, earned Lexus of Huntsville back a star. Even though he was unfamiliar with Allstate wheel & tire claims(really?), he was flexible enough to work with us an get us back on the road, with a little help.
Tammy’s lack of tact and regard for her customers is a real problem and should be addressed before she causes a larger issue for the service department. Not smart. Also, to the gentleman who came up and spent about two minutes rubbing on Tammy, putting his hands up her sleeves, and making lewd comments, you may very well be the sole liability greater than Tammy there.
Sales staff was courteous and helpful. 5 stars for Rob and the Sales team.
Worse customer service ever! - cmj0913
I contacted Sonic, Dba Lexus of Birmingham last week to inquire about a 2015 Lexus GS 350 F Sport that I saw online. My experience has been by far the worse ever by a dealership. The initial outreach was through the online form, which I never received a reply. I followed-up with a call and was immediately transferred to a sales rep. He answered my initial questions, and I conveyed to him that I resided in Huntsville and could not make it to Birmingham until the following weekend to purchase the vehicle, due to work and other obligations. However, I did offer to make a deposit, because the Lexus was exactly what I have been in the market for. After attempting to fill out the credit form online, there was an error which did not allow me to submit the form. I Immediately called Lexus of Birmingham to speak with someone in the finance department, no one answered the phone. I called back and spoke to someone in sales again. The gentleman told me to hold while he transferred my call, but once again no one answered. Yesterday the 19th I called again to see what the issue was, and no answer again.
I reached out to the sales assistant via email, since she was the only one responsible enough to engage by sending me a folder with the Carfax details and service records of the Lexus. May I also mention that the information sent by Chelsea was for the incorrect vehicle that I was interested in. My outreach was to have her find someone in finance or sales to give me a call. But of course, no reply was granted either. I’m really frustrated to find out that the car was sold on yesterday. I wanted to inform you that Lexus of Birmingham has by far the worst customer service that I have ever experienced. Typically, a follow-up is guaranteed by a commissioned salesman.