Noah Chelliah

Review of Bell Lexus

Here is a copy of the email I sent to Ms. Weaver o...

Here is a copy of the email I sent to Ms. Weaver of Bell Lexus regarding my very unpleasant experience at the dealership.

To date, I have not received a reply. I did attempt to call Ms. Weaver and could not reach her. The receptionist assured me, Ms Weaver would return my call but so far no return phone call. So I decided to send you my concerns. I have been a Lexus customer for 12 years. I have never been treated in this manner. I think every one should be aware of my experience and steer clear of this dealership. The people there are not honest (at least the ones I dealt with). There is never an excuse not to return a phone call from a customer for nearly a month.
Dear Ms Weaver:
I had made an appointment to get two new keys reprogrammed at your dealership last Thursday. Upon my arrival, I was escorted to a service representative. When I waited in that office where the service representative was not present, a few minutes later a representative arrived and wanted to know what I was waiting for. When I told her what I was there for and she looked it up in the computer and told me I was in the wrong office!. Of course she was polite and took me to another office of Mr. Martin ..... I guess that should been a warning for me but I decided to overlook this.
Martin told me he would be able to assist me and then he promised to do a courtesy safety check on my Lexus LS430. Then I was escorted to the waiting area. After some time, he came up to me and stated that he noted that the water pump had not been changed and that it needed to be done. I told him "Thank you; I will schedule another time to bring it back to the dealership to get the work done". Martin told me he could get it done today (Thursday) by 6 PM. I told him that I had a very tight schedule and really would prefer to set up another appointment. He insisted that I get it done and assured me once more it would be done before the end of the day and he would arrange for me a loaner car whereupon I reluctantly agreed to get it done. He soon brought me the paperwork for the repairs as well as the loaner car and after I signed the documents, he stated, "It will be done today but worse case scenario would be by Friday morning". I was unhappy but had already signed the documents.
He also assured me he will call me around 3 PM to give me update. 3 PM came and there was no phone call. I had to call him around 3:15 PM and he told me at that time, that my car would not be ready by the end of Thursday. I was not happy. I indicated to him I had repeatedly told him that I would make another appointment but he had insisted that I get the repairs done that day. At this time, he got very defensive and insisted he had told me it might not be done until Friday. He insisted I was being unreasonable since he had provided me a loaner car. Martin then assured me, my car will be ready by 10AM Friday.
I then tried to call the service supervisor/manager one Mr. Braxton. I was informed he was in a meeting and she would have him return my phone call as soon as the meeting was over. I did not hear from Mr. Braxton Thursday. I did not hear from Mr. Braxton Friday morning either. I did not hear from Martin Friday at 10AM. When I tried to call Martin, I could not reach him. I got his voice mail stating that he was busy and for me to leave a message. Then the announcement came that his voice mail box was full and could not accept any more messages. Why was that? The customers could not even leave a message! This is Part 1. Read Part 2