Kane McElroy Review of Putnam Lexus
The service at Putnam Alexis has deteriorated dram...
The service at Putnam Alexis has deteriorated dramatically since the old days 7-10 years ago. Now you get put on hold indefinitely, and when there is a recall and you bring your car in, they promise you that they will call you in about four weeks when the parts have come in. No call after four weeks, no call after eight weeks, no call after 10 weeks. When I finally called them, I was told that there was a backlog and things were delayed but no one could give me a timeframe when the delay would be resolved and when the parts would arrive. No concern about the issue and no willingness to do further research to try to get me a more definite time for him. Just a complete lack of concern and interest. I was again told that I would be called when the parts arrive. I asked "Why should I have any confidence that I will receive a phone call this time since no one has called me for 10 weeks since I originally registered for the repair?". No good answer. I asked to talk to the head of service and was routed to a voicemail. While the gentleman's name was provided on the vmail recording, it did not say that he was the head of service and he himself seems to be too important to even record his own voicemail and title and had has an admin asst do so. What a change from the good old days Gene Gamasch (sp?) was the head of the Service Dept.and when they were ranked at the top of Lexus dealers nationally!
BTW, we also shopped there for a new or used Lexus or about a year ago. The sales experience was a major disappointment as well. Did not feel that the sales people were honest, and we were given incorrect information about legroom in the different models (big kids and husband). Luckily we had brought a tape measure. Sales guy had simply lied to us and then tried to cover up his mistake.
For the record we have owned 3 Lexuses and bought two used from Putnam many years ago. Experiences were good then, and we even brought our cars down from SF to have them serviced at Putnam. Repair prices are ridiculous now and service is terrible. Stay away now!!
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