My wife and I recently purchased a Certified Pre-Owned - nigin87
My wife and I recently purchased a Certified Pre-Owned (CPO) 2023 Lexus RX 350 from Lexus of Thousand Oaks, and unfortunately, our experience was very disappointing.
On June 13, 2026, we looked at two white 2023 Lexus RX 350s. One had approximately 51,000 miles, and the other had about 25,000 miles. The higher-mileage vehicle was more affordable and fit our budget, but we repeatedly expressed concerns about the mileage to our salesperson, Kimberly Campo.
Throughout the sales process, Kimberly repeatedly assured us that the vehicle came with a "6-year unlimited-mileage CPO warranty through 2029." This assurance was a major factor in our decision to purchase the higher-mileage vehicle. We specifically discussed the warranty multiple times, and each time we were told that the CPO coverage provided six years of unlimited-mileage protection.
After we had agreed to purchase the vehicle, my wife left to return home to our children while I stayed behind to complete the paperwork. During the finance process, I learned that the Lexus CPO warranty begins after the original 4-year/50,000-mile Basic Warranty expires, whichever comes first. Because the vehicle had already exceeded 50,000 miles, the CPO coverage had effectively already started, leaving only about two years of coverage remaining rather than the three years we were led to expect.
This distinction is significant. We made our purchasing decision based in large part on the understanding that we would receive approximately three years of CPO coverage. Had the warranty details been explained accurately from the beginning, it could have affected our decision.
At that point, my wife had already left, and I was more than 200 miles from home, so I completed the transaction. The following day, we attempted to discuss our concerns with management. We were repeatedly told that Dave Feiss was with a client and would return our call within 10 minutes. Despite multiple phone calls and emails, we never received a callback or response.
The lack of accurate information during the sales process, combined with the lack of follow-up afterward, left us extremely disappointed. We chose Lexus because of its reputation for customer service and quality, but our experience did not reflect those values.
Based on my personal experience, the Certified Pre-Owned purchase process at Acura dealerships has been significantly better. The information provided was accurate, the communication was prompt, and the customer service was excellent. Unfortunately, I did not experience that same level of transparency and responsiveness at Lexus of Thousand Oaks.
To make matters worse, the financing paperwork initially contained an incorrect interest rate, which had to be corrected by mail approximately a week later.
Our family has always spoken highly of Lexus, and this was our first Lexus purchase. Unfortunately, this experience fell far short of our expectations.
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