Ryan Burnett | Page 4

Vehicle was purchased on 10/07/2022 as certified pre-owned (CPO) (https://www.bobpenkhus.com/penkhus-care-plus.htm) and fully inspected. What I was told had been done to the vehicle was an inspecti pre-owned (CPO) (https://www.bobpenkhus.com/penkhus-care-plus.htm) and fully inspected. What I was told had been done to the vehicle was an inspection + detailing of the vehicle, which would have included at the very least vacuuming the carpet or possibly shampooing. Upon getting the vehicle delivered, I noticed the lug nut key was missing. The day after we received the vehicle, there was some dirt on the floor of the passenger rear side. I started to vacuum up the mess and the carpet fibers were vacuumed up leaving behind only the backing, this in spite of the claim the vehicle was detailed, which would have left sections missing carpet. Due to these two issues and the insistence of the dealership that it was 'inspected', which was to include brake inspection, rotate, balance, alignment check among other items, I grew concerned. I then took the vehicle to the nearest Lexus dealer and paid to have them inspect the vehicle. Their observation was recorded and sent to myself, which I then forwarded on to the original dealer. From what Lexus had observed, they were able to check the brake system, but the wheels had not been removed for some time. The original dealer who sold the vehicle claimed the lug nut key was 'lost' but the rust on one lug nut should not have been there if the wheels were indeed removed. I have spoken with the dealer on multiple occasions and was told by Ryan Burnett (a sales manager) that maybe they had been swindled in the trade and that the person who traded it in was less than forthright. I was then contacted by Tadd Wells (general sales manager), who expressed concern, said he needed to discuss with the general manager, and asked me to forward the information I had. On 19-OCT-2022 I sent to him the photos of the carpet falling apart as well on 20-OCT-2022 the Lexus inspection report which detailed the issues and cost to repair. I followed up with an email on 21-OCT-2022 to which I received no response. I was able to get Tadd to answer the phone on 22-OCT-2022 regarding the outstanding issues. On this conversation, Tadd was less than willing to accept that they had done anything wrong, with him stating 'the carpet dose not affect the drive-ability of the vehicle.' When I confronted him with the apparent lack of ethics shown by the dealership, he simply stated that he needed to discuss with Sevan Stryker, the general manager. I informed him that he told me on Wednesday he would discuss with the general manager and get back to me, which he never did return my calls nor email on 21-OCT-2022. In summary, there was hidden damage which I was told was repaired (headlight bracket still missing), a complete vehicle inspection (which was unlikely to have been performed based on a missing lug nut key), and vehicle detailing (which the inspection or detailing should have caught the carpet issue). As of our last conversation, the dealer is refusing to admit any fault in the matter. More

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Super knowledgeable on what we needed- he helped us out with exactly what we needed. He’s funny and he made this purchase a breeze. with exactly what we needed. He’s funny and he made this purchase a breeze. More

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Bryn provided the best customer service in any sales environment we have ever experienced. There was zero pressure from him, he allowed us to take our time in test driving and discussing our potential p environment we have ever experienced. There was zero pressure from him, he allowed us to take our time in test driving and discussing our potential purchase. When I worried we were taking too long, he reassured me I could take my time to find the right vehicle. Our conversations throughout the sale were calm and productive without any tension. Our children were with us and he ensured they were comfortable as well. I am thankful we found Bryn, Bob Penkhus and our car. More

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Brittney was amazing already had the car ready to go. Financial was a breeze made us feel like a family. Financial was a breeze made us feel like a family. More

by BRIARSWAGGER Verified Customer Verified Customer

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It felt like this dealership didn't want to work with me, like it was an inconvenience to them. like it was an inconvenience to them. More

by RENE6063 Verified Customer Verified Customer

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I received excellent customer service from Bryn Reynolds. He was very knowledgeable, helpful, courteous, and respectful! He was very knowledgeable, helpful, courteous, and respectful! More

by HEIJUL18 Verified Customer Verified Customer

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A purchase and a trade in were both handled professionally with none of the old school negotiating tactics. It was a pleasure working with this dealership and in particular my salesman - Bryn. professionally with none of the old school negotiating tactics. It was a pleasure working with this dealership and in particular my salesman - Bryn. More

by ISJEFF Verified Customer Verified Customer

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Very pleasant to work with even though live in Florida! They had exactly what I wanted! They had exactly what I wanted! More

by NSMALL1080 Verified Customer Verified Customer

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A week after the purchase, their finance guy sent me a new contract because of “an error” that changed my interest rate (went up a half point) and added 3000 dollars of pork items (extended warrranty, key new contract because of “an error” that changed my interest rate (went up a half point) and added 3000 dollars of pork items (extended warrranty, key insurance, etc.) that I never asked for. When confronted, turns out the pork was in the first contract also, I just hadn’t noticed it in the pile of 20-30 papers they had me sign. When questioned he raised his voice and swore at me over the phone. Kudos to the gm who agreed to make it right. More

by TPATTON75 Verified Customer Verified Customer

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Bryn was amazing. He was super personable and made the experience go by very well. He was super personable and made the experience go by very well. More

by BRYCE.SOLIE Verified Customer Verified Customer

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