Complaint Review: Lexus of Orlando

Not following through was only the beginning. It was hard to get calls back or any final prices. Spoke to the manager because I knew the car, just had to find the color combo, price and the person who could finalize everything. After a few follow ups on my part I finally spoke with Fred to see how negotiable the price was because it was over my limit.  He told me several times it was negotiable and a must see, it was great condition, certified, and loaded with the high end package and the trade would make up the difference between what we wanted to spend and what it was listed for. I asked several times what the best price he could do was because we were willing to buy sight unseen to hold the car and because of all he said it was after talking to them Wed, Thurs and Fri. Gave all the specs on our trade, he gave an offer of $9K because he hadn't seen it, then called back because it had leather with sunroof so it wouldn't be $12K like JM Lexus offered, but wouldn't be $9K and kept insisting to drive the 3 hours there and said he's never lost a deal.  So we decided to go, drove 3 hours to make the deal. Upon arrival the car was upfront, top down ready for us to test drive.

It was a very disappointing experience.

(1) Missing the shifter knob, so we asked for one. He asked if I was serious and if I really need one? Yes we are test driving a Lexus and don't want to put it into gear with a threaded post.

(2) Minor scratches if they could be buffed out and if they would be upon purchase - Fred's response was "It’s a used car, that’s to be expected and just how it is" with no offer to see what can be done

(3) In the back passenger seat belt, the snap looked tarnished. I asked what it was and if it would be replaced - Fred's reply was "is that a deal breaker?" I said "No, I was just asked so I would know".

(4) The low trade offer of $9K with it being final, JM Lexus offered $12K, a wholesale dealer offered $10,500.

Went inside for "negotiations" with Henry, the sales rep who said there was no room to move on the price, against what Fred had said, so we asked Fred, who said the same. Now very upset, as if the rest wasn't enough I said we wouldn't have come if you had said there was no room to move on price - I only drove here because it was negotiable.  We were only $1K apart. They said there was nothing else so we walked out upset we had been lied to and deceived into coming there under false pretenses and with a negative experience.

After speaking to a very nice Service Mgr, he suggested we speak to Dan (Fred's Mgr) Who went through it all again with but was unapologetic for the experience or misrepresentation that the price was negotiable and that we drove 3 hours and spent all day there based on a lie Fred told me several times. 

So, we walked out furious and posted a google review... to which they replied and we spoke to Rachel the Guest Relations Director.

So I called Rachel Webb and spoke for over 25 min who also read my phone review, she apologized and said that’s not how they do business and said she wanted to and asked what she could do to make it better? And if we would still be interested in the car - I said "I still have cash waiting and still need a car, it’s just a matter of what you’re willing to do to make the situation right" She said she is working directly with the owner and wants to do what she can - I said I still have no problem standing by the offer we made to meet them half way at $35K if they will have the car driven down, since we already made the trip up or if they insist that we go there we would so long as they put us up in a hotel for the night because it’s too much to drive there and back in a day and that we would update the review on google.com that prompted the follow up and give them praise for rectifying the situation.

She asked to have until the end of the next business day to get back to me. That day came and went and she finally returned my call the day after that on Fri 7pm and said there is no room to move and there’s nothing else they are willing to do and even went as far as to tell me they have 2 others interested in the car. So much for wanting to do everything she could to make it right!

Sunday morning, they lowered the price only to $35,900, $500 lower and only $500 off what we offered after all the issues last Saturday and again said we would stand by when Rachel offered to try to make it right.

Very disappointing from a company who says they're "Building Relationships Through Better Service" Something has to be done for these company who deceive people and who don’t take responsibility for the things they've done wrong. It’s bad business and ruins what the "Lexus" brand is supposed to represent.