Matt Perez

My husband and I chose Priority for the purchase of our first new vehicle. Mohammed was our sales person and we chose a new RX. We were told there was a car matching our needs at a depot, was given a VIN first new vehicle. Mohammed was our sales person and we chose a new RX. We were told there was a car matching our needs at a depot, was given a VIN, and an expected date. When the date came and went I attempted to call and get an update but my messages were not returned. Finally days later Mo gave me a call only after my husband stepped in and asked him to call me. He gave me another delivery date and said he had to order it and it was being made at the factory. At last, Mo gave me a call and let me know my car was in. I told him I would be there that evening at which point he asked if I was financing through Lexus. I replied yes but he would not give me the updated interest rates and told me "we can discuss that when you come in.' Upon arrival Mo met us at the door and literally had no idea who we were. Asking us who our sales person was after we told him we were there to pick up our RX. Once we gave him our information and he realized who we were he took us over to our RX waiting inside the showroom. While he was getting the keys my husband and I did a walk around and what we saw was appalling at the least. The hood was covered in rust flakes, both sides of the front bumper cover had scuffs down the sides and at various locations around the vehicle there were stains. My husband asked Mo if the car was detailed and he replied "yes we have the best detailers in town." Once my husband pointed out the issues he said it must have been from a tree at the shipping depot and didn't come from them at the dealer. If that was the case, then that confirmed they did not detail it at all. Mo had the detailing department take it to the back and after several trips back and forth while we signed papers they met our satisfaction. We had upgraded to the PPF and window tint, we were instructed by the lovely lady, Kiera, not to drive our car until the PPF was installed so we don't risk rock chips before the PPF is installed. So we parked the vehicle in the garage and a couple days later we set our appointment. The next day while walking past my car, I noticed some flaws in the hood that were not visible by eye but when you ran your hand across it, it felt like sandpaper. I was livid! The next day my husband went to the service department and explained what happened. They said to drop it off since we weren't driving it and they would take care of it so the PPF isn't placed over the flaws. When dropping the car off a representative, Edwin, came out promptly and reviewed the paint with us and reassured us it would be taken care of. He asked for a few extra days so they can make everything right. A week later they called us and said the vehicle was done. The paint was smooth as glass, tint was gorgeous; however, when walking around the front to the left side my husband found where they wrapped the PPF right over one of the scuffs on the lower bumper cover!!!! The representative confirmed that the wrap would have to be redone and we left the car. So here I am after 12 days of ownership and 3 miles later still waiting on someone to care enough to make us feel like we are a valued customer. Another note, the original VIN we had received didn't match the car they delivered to us. I wasn't too concerned since it was the exact trim level and exact colors. However, on the original build sheet it included the upgraded mats for all four seats AND the cargo mat. The car we received was missing the cargo mat and while they didn't charge us for it when I looked at the sticker, I specifically requested that. So we will have to order it from parts if I ever get the car back in the condition you would expect from a Lexus dealership. So frustrating and would NOT recommend anyone to this location. More

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The service was ok ! Until I had to have a back and forth confrontation with sam about the inside cleaning of the van. I felt disrespected by his tone . As I was relating Until I had to have a back and forth confrontation with sam about the inside cleaning of the van. I felt disrespected by his tone . As I was relating my concerns he asked if I wanted my money back. I told him this is not a way to handle things . Just clean the vehicle as it supposed to be cleaned. Then I gotten every excuse about why they wouldn’t put gas in the tank. After expressing my frustration and standing my ground. Everything was done correctly I also got gas. As a woman I felt like I was being taken for granted. More

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Mohammed took the time to go over every aspect of my new car and I left comfortable and confident that I could drive and enjoy it. car and I left comfortable and confident that I could drive and enjoy it. More

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Willingly to work with the customer. Have a nice selection of vehicle. Salesman were very nice and professional. Have a nice selection of vehicle. Salesman were very nice and professional. More

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Priority Lexus Newport News was the best dealership experience I’ve had. Sales and finance staff were professional and weren’t pushy. Was in and out quick and painlessly. experience I’ve had. Sales and finance staff were professional and weren’t pushy. Was in and out quick and painlessly. More

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Just a good dealership, both sales and service. Worth the drive of over 100 miles to get there. Worth the drive of over 100 miles to get there. More

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Corey came to my rescue! I was at my Lease end and I needed to turn my car in. With patience and understanding, Corey found a beautiful replacement for my Lexus ES 350! He is I was at my Lease end and I needed to turn my car in. With patience and understanding, Corey found a beautiful replacement for my Lexus ES 350! He is professional, and passionate about taking care of customers! It was truely a pleasure to work with him! More

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I’m very impressed with the service I’ve received thus far. I was advised of the details of my service. I was also thanked & called. I felt like a Priority…LOL. far. I was advised of the details of my service. I was also thanked & called. I felt like a Priority…LOL. More

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Sales experience was fine. It went smoothly with no surprises. The sale rep. Was very knowledgeable and friendly. It went smoothly with no surprises. The sale rep. Was very knowledgeable and friendly. More

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First service was performed in a timely manner and the technicians were very professional as well as nice. technicians were very professional as well as nice. More

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