Leo Piro

Review of Performance Lexus

I dropped a part off for repair and was told it wo...

I dropped a part off for repair and was told it would be ready in 4-6 weeks. At 4 weeks I spoke to Paul (parts manager) who assured me he would check the status and get back to me that day. He never got back to me, in fact I called him every day for the next 2 weeks and he didn't return a single call. When I finally spoke to him, after I got in touch with the regional manager, Paul informed me he had delayed in sending the part for repair (about 2 weeks delay) because he couldn't find a box to send it in!! Are you kidding me!?!? I couldn't help but laugh at this lame excuse! I can't believe the lack of professionalism and disrespectful treatment. It has now been over 6 weeks and no one at Performance Auto Group can tell me where the part is or if it was even received by the repair centre. It's looking more and more like the part was lost or never sent for repair at all.

UPDATE: I just went to the dealership to deal with this in person instead of over the phone. I spoke with Paul who again explained how he ordered a box, packed it up and sent it to the factory repair centre and assured me my part was being repaired. After I pointed out all the inconsistency in his explanation he admitted he never sent the part out at all and it was still sitting on his desk!! It has now been 7 weeks since I dropped it off, with 2 weeks of daily phone calls directly to Paul and an additional week of dealing with 4 others within Performance Auto Group and Lexus Canada and the part is STILL sitting on his desk without ever being sent to the repair centre!!!