Patrick O'Day

I’m writing this review to warn other buyers based on my experience. I purchased a 2019 Lexus GX 460 from Orland Park Toyota in Orland Park, IL. The deal was negotiated using a dealer worksheet / desk sh experience. I purchased a 2019 Lexus GX 460 from Orland Park Toyota in Orland Park, IL. The deal was negotiated using a dealer worksheet / desk sheet that showed an out-the-door total, and based on that worksheet, I agreed to proceed. The issue was how that worksheet was constructed. The total included an extra $1,000 that was not itemized anywhere on the worksheet. The individual line items shown (vehicle price, sales tax, dealer fee, etc.) did not actually add up to the total presented. Unless you manually summed the numbers yourself, you would not notice the discrepancy. During negotiation, I pushed for $1,000 off the deal, believing I was negotiating a real reduction. What I later realized is that this “discount” simply removed the previously unitemized $1,000 that had already been embedded in the total. As a result, the final purchase paperwork appears mathematically correct — but the $1,000 I negotiated off was never a real concession. I discovered this by independently calculating the numbers myself and realizing that the itemized amounts on the worksheet did not reconcile to the total shown. I attempted multiple times to resolve this directly with the dealership. When I raised the discrepancy with the salesperson, the conversation became hostile, and I was spoken to aggressively and with profanity rather than being given a clear explanation. I then attempted to escalate the issue to management. The sales manager committed multiple times to calling me back and never did. I also attempted to contact the general manager, who ultimately refused to engage or respond. At that point, it was clear there was no intention to address the issue internally. I escalated the matter through formal channels, including Lexus corporate. Lexus stated they could not intervene because the dealer is independently owned. Based on this experience, I would strongly advise customers not to purchase a vehicle from this dealer. In my case, $1,000 was embedded in the deal without disclosure, removed only when I negotiated, and then denied afterward — followed by unprofessional behavior when I attempted to resolve it. That is not transparent or honest business practice. If you choose to proceed here anyway, protect yourself: manually add every line on the worksheet, demand that every dollar contributing to the total is itemized, and do not assume a negotiated discount is real unless you can see exactly where it comes from. More

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