Julie Johannsen

Review of Kuni Lexus

I was extremely disappointed in my experience with...

I was extremely disappointed in my experience with this dealership. This was my 1st ever experience with Lexus; I've owed several different brands of cars, but this time I decided to give Lexus a try. Upon my 1st visit, I had an appointment with a sales rep (Don Wood) before I came in; I also spoke to him on the phone the morning before my appointment. When I arrived, I was early so he was still with other clients; however, over an hour after my appointment time I was still wandering around the store without a sales rep. Finally someone else came to help me, but it was not Don who I had the appointment with (I came to find out later, the reason he ditched me was because he was with "Gold level clients" so apparently I wasn't important enough to him). That day, the numbers weren't adding up to where I wanted them so I decided to wait and bring my husband in on a different day to help with the decision. One reason the numbers weren't where I wanted them to be was because they were offering me about $3000 less for my trade in than other dealerships were offering me (I went to several including Jaguar, Jeep, Cadillac, Lincoln, etc before visiting Lexus). Also, the next day or so I was called to be informed that the numbers weren t even correct that they offered me. After thinking about it over the course of a few days, I brought my husband in to look too and spoke with Don again, who again brought another sales rep in to assist (but I did NOT have an appointment this time, so that's understandable). My husband and I found a beautiful new 2017 Lexus that we liked so we decided to buy it. They never did increase our trade in value, but we really liked the car so we decided to go through with the deal anyway. The new Lexus that we chose had scratches on 2 of the rims - the sales rep that was assisting, Pierre, was bound and determined to let us leave the lot with scratched up rims. We literally had to threaten to walk away from the deal (and we would have) if they did not fix the issue. Their solution was to switch them out with another car on the lot - I'm sorry to whoever gets the Blue 2017 RX350; you have scratched rims. So here we are about 2 weeks after the signing of the contract - I get a call from the finance department.... turns out, they made a mistake on the contract on the tax section - ....and expect for us to give them over $700 more on the spot!!! My 1st thought was: isn't this a Lexus dealership - and a "Lexus Plus Dealership" at that, shouldn't they have done it right the 1st time, or at least caught it before now? To fix it they had to re-do the contract by mail because they didn t want a salesperson to waste their day bringing me the new contract. When I received the contract via Fed-Ex, one of the documents were STILL INCORRECT so I called Archer in finance to tell him that I can t sign that section and he had the nerve to have an attitude with me and was rude and unprofessional. When you are spending that much money, I would think a little more respect would be in order, especially when I m just trying to deal with THEIR MISTAKE. By everything that has happened up to this point, I'm beyond frustrated. Additionally, here I am over 2 weeks later and the financing company who financed my trade-in STILL HASN'T BEEN PAID so I am literally responsible for not only my new car payment, but my old one as well at this point. I called the Kuni Lexus finance department and was told that THE PAYOFF HASN T EVEN BEEN SENT YET! I was expecting much more from Lexus, especially from "Lexus Plus". I love my new car, but I will not be dealing with this dealership again; I really hope other Lexus dealers are much more professional.