Complaint Review: Sterling McCall Lexus - Houston Texas

We purchased a new Lexus RX330 from Sterling McCall Lexus in early 2006. We were told at 3 different times by the car sales (Ron Saenz) that the car we purchased was AWD (All Wheel Drive) but we actually bought a FWD (Front Wheel Drive) without knowing. I know we should've looked the sticker on the car more carefully before we purcahsed the car but we trusted the car sales (Ron Saenz) and believed what he told us - the car has AWD feature. When we found out the car was FWD a week and half later after we purchased the car, I called him and asked him why he mis-led us on one of the main features of the car. He got very deffensive on the phone, screamed at me and said "What do you want from me? AWD would be $3000 more than what you paid." He refused to answer my question on why he lied to us about the car's feature (Too bad he verbally told me the car had AWD feature so it's just our words against his words. When I went to see him before we purchased the car, I asked for the detailed car features and package information. But he did not give them to me by saying he forgot to do it at that day. I think he planned this so he could lie to us on the car features and package info.). When I reported him to his sales manager (Mike Cook) about him not being honest and rude attitude, he totally denied he ever discussed with us about this particular feature of the car, even denied he ever talked to me on the phone on one particular day when he told me the car was AWD which was one of those 3 occasions when he told me the car was AWD (I have my cell phone record showing I called his cell phone at 10:26am on that day but he totally denied that phone call even happened). Of course, Mike Cook (his sales manager) is on his side and thinks we are just unreasonable customers who try to get something out of this. We do not have time to deal with them unless we feel like we were mistreated. We are very happy with the car we purchased but we just can not stand how Ron Saenz and Sterling McCall conduct their business. I reported them to Lexus Corporate office (customer satisfaction department) but was told we needed to handle this with the dealership on our own. Obviously they don't want to have anything to do with this. Lexus cars have great performance but how the dealership represent their products are really disappointing.

Even worse, when I went to pick up my new licence plate at Sterling McCall today, Ron Saenz and Mike Cook didn't even greet me when they saw me eye to eye, not even talking about a single apology from them. We made a $40,000 purchase with them but what we got from them are disrespect, mis-leading on the products, insulte and rude attitude.

I suggest the consumers who live in Houston,TX area and are in the market for new Lexus cars to avoid Ron Saenz at Sterling McCall and Sterling McCall Lexus dealership at all costs! I am telling you this from my own experience!

Rachel

Houston, Texas
U.S.A.