Thompson Lexus Complaint - Absolute Arrogance! - Sale Of New Vehicle

Review by theoriginaloinker on 2012-01-24
DOYLESTOWN, PENNSYLVANIA -- My Family had decided to purchase a top-of-the-line Hybrid vehicle from this dealer.

We arrived at the showroom with great anticipation in acquiring this newly re-designed machine. During the closing of the deal an event manifested which has prompted this specific appraisal:

1) Walking with the Salesperson towards the agreed trade-in vehicle, I stated with a clear, neutral and discernible tone of voice that I would need the license plate for transfer to the next designated vehicle. I was aghast when this Salesperson simply ripped the vehicle identification plate from my car without even attempting to get one of the parking lot attendants to help with this simple task. Despite the obvious misinterpretation of my words, I walked back to the showroom with this Salesperson without any form of verbal protest, only reiterating my former statement without reacting to his originating action.

2) I took a seat next to one of my Family members at the first desk to the left of the main showroom door. Sitting there in a somewhat bewildered state as this Salesperson filled out the necessary paperwork, I reflected on the episode that had just occurred in the lot. After the Sales Representative finished the paperwork to the allotted stage and looked up at me, I asked for an explanation for his actions, stating a third time that I obviously needed the plate. In response to this, he picked the mangled plate off the window sill (And right in front of my family member) proceeded to throw it on the showroom floor and stomped on it several times with his right foot! He then handed it to me with an aggressive countenance and walked away. This time, two of us were in shock...

3) After the vehicle was purchased, I had later contacted the dealer in regards to the above mentioned incident with no real resolution. The employee in question had no ability to reflect on his own behavior (And its impact) or offer any explanation whatsoever for his action.

My earnest hope is that another person does not endure this type of treatment at this showroom.

The arrogance exhibited by the staff at Thompson Lexus in Doylestown is self-evident. This dealership needs to learn how to be professional in regards to customer service and appreciation.
Comments:6 Replies - Latest reply on 2012-01-25
Posted by Weedwhacked on 2012-01-24:
I would not have bought the vehicle.
Posted by azspots on 2012-01-24:
That little tantrum the salesman put on would have cost them a sale. You are spending A LOT of money at their dealership, the least they could do is to address your concerns with some monicum of respect.
Posted by SB on 2012-01-24:
Since you were clearly offended by the actions, why did you still purchase the vehicle? Not sure what kind of customer service you can expect if you still continue with your purchase AFTER such a display. Hopefully you won't have to go back to that dealership to service your purchase.
Posted by Anonymous on 2012-01-24:
I'm surprised as Lexus sales staff like most high end vehicle sales folks are a bit better polished than your average car salesperson. Being a Lexus fan I'd speak to the dealership owner or Lexus USA who are very responsive to customers.
Curious, about the choice of hybrid as gas mileage shouldn't be an issue if you can afford a $110K car.
Posted by Johanna on 2012-01-24:
Bette, he could be buying it for environmental reasons. As to your treatment OP, I think after that little plate stomping incident, I would have gotten up and walked out. I may or may not would have told him where to stick that car.
Posted by F. on 2012-01-25:
I probably wouldn't have bought the car after that episode.

Also there's a difference between a "vehicle identification plate" or VIN plate, and a state issued license plate. Usually a VIN plate is on the upper dash near the windshield. It would be quite difficult to rip off with your bare hands.

Also the flagship Lexus hybrid, the LS Hybrid was last refreshed in 2009. I'm not sure what car the OP is refering to

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