Lance M

Review of Herb Chambers Lexus of Hingham

My experience with Lexus of Norwell was extremely ...

My experience with Lexus of Norwell was extremely disappointing. I would not recommend this dealership to anyone looking for a new Lexus.

I would highlight their horribly uncompetitive trade-in offers. For one vehicle, they offered me $14,000 while another local dealer offered and eventually paid me $15,500. For a second vehicle, they initially offered $9,500 compared to $15,500 from another local dealer - an astounding 40% price difference. Herb Chambers Norwell eventually raised their offer to $13,000 for the second vehicle. I lost considerable trust in their dealings after experiencing their low-ball trade-in offers.

I leased an LS sedan for 27 months. After driving it once on my 100 mile round-trip commute, I quickly discovered the seat caused acute back pain. I had discussed my back issue with the salesman prior to leasing the vehicle and he thought the LS would be a great option as the car is widely known to have a very smooth, comfortable ride. My reaction to the car's seat had nothing to do with the car (it's a very smooth ride), but for someone with back issues, certain seats trigger intense back and leg pain. Sadly, this couldn't be detected during the 15 minute test drive prior to leasing the car.

Having only had the car for three days and clocking less than 200 miles, I asked if I could cancel the lease given my predicament. I was told that wasn't an option but that I could lease another car from them. While this was somewhat of an improvement, the $4,700+ paid in up-front costs (first month's payment, etc.) would not be applied to the new lease.

I found the above offer unsatisfactory. Why couldn't they cancel the lease and resell a car with 300 miles? I struggled to understand this especially as they tried to sell me an LS with 600 miles as a "new" car.

After submitting unflattering feedback via a customer satisfaction survey, they offered to buy out my LS lease (though I was still stuck with the $4,700+ up-front costs on the lease) if I purchased a new vehicle. While this initially looked like a promising option, given the $4,700+ hit from the LS lease and their uncompetitive trade-in offer, I declined to purchase the car.

I sum, I found the dealership/Lexus to be quite inflexible and very myopic in its approach to customer relations. The manner in which Herb Chambers Lexus of Norwell handled my situation was the antithesis of a sensible business trying to build long-term customer loyalty. Furthermore, uncompetitive trade-in offers lead one to feel taken advantage of and to ultimately question the dealership's veracity in general.

I can safely say I've bought my last vehicle from Herb Chambers Lexus of Norwell.