Julie Thompson

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

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I appreciated the professionalism and efforts to make the entire process efficient and comfortable. I look forward to great customer service moving forward. entire process efficient and comfortable. I look forward to great customer service moving forward. More

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Go see Julie if you are shopping for a Lexus! She was so sweet and pleasant to work with. I am pleased with my experience so far at Thompson Lexus. She was so sweet and pleasant to work with. I am pleased with my experience so far at Thompson Lexus. More

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It was a pleasure working with Julie throughout the entire process. From the moment we walked into the dealership, she was welcoming, professional, and incredibly knowledgeable. She took the time to un entire process. From the moment we walked into the dealership, she was welcoming, professional, and incredibly knowledgeable. She took the time to understand what we were Looking for and made sure every detail was covered—from test driving to explaining all the features of the car. Julie was never pushy and made the entire experience feel easy and stress-free. Her honesty and transparency gave us complete confidence in our decision, and we truly appreciated how responsive and attentive she was, even after the sale was finalized. If you're looking to buy a car at Lexus, we highly recommend asking for Julie. She’s a standout in customer service and made the whole experience enjoyable and smooth from start to finish. JULIE WE HOPE YOU SOAKED YOUR FEET WHEN YOU GOT HOME 👏 Thank you, Julie! More

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