I wanted to share my experience about Putnam Lexus...

I wanted to share my experience about Putnam Lexus in Redwood City CA. I have had a bad experience sense I bought my 200T/NX in 2017. I will focus on the last encounter at Putnam Lexus.

On 6/20/18, I took my car in because I felt like it was lagging and the navigation screen will go dim. So then again I reached out to the service department and they paired me up with Gordon, a senior service representative. They said that he is very experience and he will be able to address my concerns. At first, he was very nice to me, answering all my questions and helped as much as he could. He talked to me about some of his personal problems, he commented that he likes to have a good relationship with his customer and he always gives them a great experience. He was mentioning some names of his co-workers that he does not trust with his customers. Lastly, he mentioned that if I receive an email from Lexus on how his service was, he would like me to give him a 10/10 because lower would not count. At that time I did not think nothing of it. That same day, he asked me how the pulling to the right was. He was mentioning about the first problem the car had. I told him that it was still pulling slightly, but I think I was getting used to it. There was nothing else they could do for this problem anyways. He told me that Lexus came out with something that will help with the shifting to the right. So his plan was for me to bring in the car next week to address both problems. I thought that was a great plan, I left the dealer very satisfied with Gordon. I was very happy to find someone that addresses my concerns in a professional way. I felt like he puts his costumers first, it was a great feeling. That all changed in a flash.
I brought the car in the following week as directed by Gordon. When I entered his office, I can already feel a negative vibe coming from him. He asked me for my keys, he wanted to see the tires. He comes back to the office and tells me that I hit my rims again. I know I did not, so I asked him to show me. What he was pointing at was a splash of oil from the tires. I ran my fingers through what he thought was a dent or scratch and I showed him my finger that was full of oil from the tire. He did not say anything and walked into his office. I felt like he did not want to help me so I told him you told me to bring my car in, but I feel like you are inconvenience and bothered . I then told him that if he does not want to help me, I could go to another dealer. He got very defensive and told me go ahead go to another dealer! His face looked very mad, I told him that he did not have to act this way with me. He then got up out of his chair and told me I had enough of you, get out of my office! I was in shock, I asked him why he is treating me this way and he said I had enough of you. I asked to talk to the manager and he responded you know where his office is, leave my office now! I started to cry, and no one wanted to help me until another customers got help. I was not feeling well at that time, I had my son with me. A manager from a different department came out, took me to an office and she then told me that she was going to have the general manager come in. I explained the situation to him. He told me that Gordon was having some personal issues and having a hard time. That is definitely not a reason to treat his costumer this way. I felt like they did not care about what happened and he was just excusing Gordon because he was having personal problems. I am a very understanding person, but this experience affected me tremendously. I just cannot understand how someone can treat a human being this badly. I am sharing my customer service experience because I would not like anyone to be treated as badly as I was.