NEW JERSEY -- The biggest liars in the earth!!! One year ago I purchased a new Lexus GX460. Hassan was my sales representative. Because they didn't have the car in the option package I wanted on the lot, they offered they would get it for me from another dealer. Because the car was still not there when we arrived to seal the transaction, we started the paperwork without the window sticker.
In the meantime, someone had brought the car. We were very excited, until I started to review the window sticker. The car didn't have the options we had paid for already, and all the documents were already signed. After we started to question them, they said that they will make everything right for us and install the starter in the car, as well as the all weather matts, and the door protectors later on. After fighting with them (because they didn't want to work it out since they had my signature) they also gave me few hundreds off, and the first service for free.
After a year they still didn't fulfill their promises. Never installed the starter, never gave me a service credit, even the trunk all-weather protection I had to purchase myself. Not only that, the general manager Renee, who was selling us the car with Hassan, was laughing in my face after I complained to the corporate office which also didn't do anything about it!!!
Recently, after only 15,000 miles, my car had a complete brake failure!!! After the car was towed over there, while working on it they ruined my leather (which is almost white) with some oil. They couldn't clean it, so they treated it with some acetone or something like that, and the steel wool!!! This time also I called the corporate office after they promised again, to call me in that matter, and of course never did. Now they are denying any involvement in destroying the leather in my car, and since I have no evidence of that, the corporate office is standing behind them. Again!
My final thoughts: Tri-County Lexus are the bigger crooks and liars I have ever meet!!! Honesty and work ethics are words that don't exist in their dictionary. Hassan was introduced to as the best sale representative, he happened to be very nice, as well as the general manager Renee. But that was only till they got our money. Now they don't even say "hello" when I arrive for the service.
I honestly don't blame Hassan to trick us into the cheaper car version (if his superior gives him the O.K. to do that and the example to follow by not keeping his promises). Renee's word, is worth as much as my door mat. You can only wipe your feet in it. So my advice for anyone who wants to buy a car from them: get everything in writing, if you don't want to be sorry later on. As for the Costumer Service Support - they don't support the customer, but the dealer, doing nothing to protect the customer from being cheated.
I'm very, very disappointed. My husband and I had trusted them, and trusted the fact that Lexus is a brand with the reputation standing behind. Unfortunately we learned the hard way, that in today's reality customer satisfaction and protection is only a myth.
LITTLE FALLS, NEW JERSEY -- Here is how it works. 1) Tri-County Lexus does not negotiate the sticker price. 2) They "add an additional $1,000.00 to the price of the car calling it Customer loyalty fee - just a way to make money. 3) Salesman and manager devalued my car by 5,000.00 and added the amount owed on my car to the selling price when I told them I would be paying that amount off. 4) When I would not accept their offer to buy the car and got up to leave, the salesman have given my car keys to the sales manager without me knowing it. They almost refused to return the keys to my car.
LITTLE FALLS, NEW JERSEY -- Do not go to the Lexus Dealership in Little Falls, NJ on Route 46 Westbound. This establishment is unprofessional and outright rude to customers. Their lack of customer service astonishes me as a customer that bought a $25K vehicle from them. I initially received poor customer service on my initial visit in looking for a pre-certified car. We got up to leave 3 times and of course they played the game and called us back. I really liked the car and looked beyond their sub-par salesman antics.
Fast forward to 2 days after I bought and took the car home, I called the dealership because the salesman said he would have the fog light replaced (since it was broken) and the small scratches taken care of. The salesman I just dealt with 2 days prior no longer works there, OK no problem Who else can help me? After I got the runaround and spoke to every department there, I got another salesman to assist in scheduling time to drop the car off for these things to get done.
I dropped the car off before work and left it there an entire workday (8 hours). I picked the car up Wednesday night to come to find out they didn't do any of the work because it rained. WHAT? They don't do body work in the rain again OK what about the fog light no that wasn't fixed either. So I would have to bring the car in AGAIN oh and they only do body work on Wednesdays.
I told them I would call to schedule another time when it's not raining. I received a call a few days later asking about the survey I received. I told the "service guy" that I still had some open things that needed to be done prior to me filling out the survey. He attempted to get my username and password for the survey (I'm sure they shouldn't be doing that). I told him I will complete the survey when the work is completed so I can give a good review. He insisted I submit the survey prior to the "close of the month". I stated that I wanted to wait until the work that was promised to be completed was just that completed. He "promised" me it would be. I told him I will fill the survey out now according to the how service has been thus far since he wanted it so bad. And at this point in time I had still not received a payment book or first bill for me to pay my first car payment. He was supposed to check into that for me and didn't. I called Lexus Financial and took care of it myself. The dealership sent over wrong information again another mistake on their part.
I sent the survey in and apparently the "service guy" did not like the ratings. So he thought it would be OK to call me be indignant, rude, threatening, and then hang up on not just me but a separate call from my boyfriend as well. He said Lexus would not be "doing the work that was promised" and that "I was so wrong for sending in those marks" he said "he didn't care and to f off" they would not service my car. I told him "yes you will because I paid for a pre-certified vehicle and you will honor your contract with me" he then hung up.
I called corporate and they contacted the dealership and their general manager declined to call us back. WHAT? How is this possible? Your employee treats YOUR customers like this and you decline to call us back. So ridiculous. Now dealing with corporate was crazy because they said they can't do anything since each dealership is independently owned. So this gives the right for employees to speak to customers this way? They have the Lexus name and corporate can't do anything about it.
The point of the survey is to rate the dealership and if they get low scores they won't be Elite dealerships who cares. And what does that mean to the customer when you have people like this working for your companies name? I am filing a complaint with the Better Business Bureau and will post this anywhere I can to ensure potential Lexus customers do not go to the Little Falls, NJ location. I have read similar stories on varied websites from California to New Jersey. This is obviously something that happens more often than it should.
The workers/managers know they can get away with this and so they will continue to deface your company's name. Good job corporate for allowing this to occur. I've had much better experience with Honda and Mazda and for a luxury car company this experience has been anything but luxurious. I would take this car back if I could and never buy another Lexus again as corporate will not back any dealership. This was my dream car and I've worked so hard to accomplish what I have to own a Lexus now this experience has ruined it. Mercedes-Benz has just won another customer. They can thank Lexus for this one.