I had a disappointing experience with Lexus of Eng...

I had a disappointing experience with Lexus of Englewood last Saturday (4/24). I was uncomfortable walking into the dealership because it was packed with people with minimal social distancing and the salesperson assigned to me was not willing or unable to honor the quoted internet price due to some technicality. I left the dealership disappointed and the following day, I got up and decided to write a harsh review about my experience. As soon as my negative review was posted, DARCARS Lexus of Englewood reached out to me, but I wasn t interested because what could they possibly do? But with my wife s urging, since we still had to buy a new Lexus (We always had 1 Lexus and 1 something else), I stopped by on Wednesday (4/28) afternoon without an appointment to see if I can find someone else to match the internet price that was quoted to me.

Before I came back to Lexus of Englewood, I contacted every Lexus dealership around me (2 states and 75+ miles away) but no other dealer could match the price ($1500-$2000 MORE EXPENSIVE EVERYWHERE ELSE!) of Englewood and none had the inventory of DARCARS Lexus of Englewood (Most dealers only had a small number of cars in stock and one dealer even tried to sell me one that was still in Japan!). And we even stopped by a Mercedes dealer to see if we could buy something similar to the model that we were looking for. But we left disappointed because the SUVs we looked at were smaller, more expensive, had clunkier interior and didn t have the safety features that were standard in Lexus. (Not to mention Mercedes s poor reliability) The salesman that helped us was basically useless because most of his answers were something like We are Mercedes-Benzes, and we are better! (What does that have to do with lack of safety features?? And NO! they are not better)

I walked back into DARCARS Lexus of Englewood with some trepidation because I really didn t know what to expect. They could have treated me like an enemy and refuse to sell me anything or maybe (hopefully) they didn t care enough about my bad review to even notice me. As soon as I entered the show room, I was greeted by Joe (Grawehr), who is their Lexus Master Certified Sales/Internet manager, and he immediately checked the system to verify my quoted price and told me that I was good to go. He also gave me a good price on my trade in, which was right in the middle of Kelly Bluebook trade in value. Joe was very professional, helpful, friendly and I could tell that he knew what he was doing. So far so good because I thought that I could just buy a new car and get out without anyone noticing me, but I was wrong. Within minutes of Joe putting my name on the system, someone came down and identified himself as Chris (Vassallo), the general manager of DARCARS Lexus of Englewood. He immediately apologized for my poor experience on Saturday and addressed all my concerns. Wow! I am a nobody who just had one bad experience and wrote a negative review, and they could have treated me like a pond scum since I had to crawl back to them because of their price and inventory but I was treated like their most important customer. Wow! I was also impressed with Mr. Chris Vassallo because instead of sending someone else, he personally got involved, listened to my concerns, and addressed them right. Another wow! This has never happened to me in any car dealership before.

Anyway, Joe introduced me to another salesperson, Casey Vielee, since he was in middle of something before, I interrupted and Casey took care of me and within couple of hours, I drove out with a new Lexus with exact features and color (interior/exterior) that we were looking for. Casey was very helpful and friendly. I think he only recently started working for DARCARS Lexus of Englewood, but he has many years of experience at other dealers, and it showed because he was very professional and knowledgeable about cars.

I hope DARCAR Lexus of Englewood doesn t change because I want to come back every few years to buy few more Lexus(es?)