Neil Cestra

Review of Nothside Lexus

I only worked with the service department, and ove...

I only worked with the service department, and over three phone interactions, they were terrible each time. I initially called and spoke to Sarah and explained I was out of state and buying a used Lexus in Houston and I wanted to have them inspect it for me. She didn't seem very knowledgeable, seemed like she wasn't paying attention while we spoke and ended up recommending a basic inspection. I called back a day later and spoke to Carlie. I explained the same situation and the soonest appointment she told me they had was over a week out (an unusually long time for such a simple service). She recommended I just bring it in without an appointment and see if they can fit it in. I had the seller bring the car in and I spoke to Sean at that point. He told me that they can only take payment if you are physically there with the card in case the payment doesn't go through. I suggested that I pay in advance (not a difficult solution) and he wasn't sure if they could even do that. In the end, he had to talk to three people, including the service manager, and came back to tell me they don't even do inspections on used cars. When I told him that I already spoke with two people in the service department who told me they can do the inspection, he said they shouldn't have been answering questions like that. It all adds up to poor training, poor quality of staff and the entire time I got the feeling like they didn't even want my business and were constantly putting up road blocks. This strikes me as very strange because I receive excellent service at my local Lexus dealership- head and shoulders above this dealer. They need some serious customer service training and probably some staff restructuring before they can begin offering anything beyond rudimentary customer service. Ok for Hyundai maybe, but not for Lexus.