Lexus of Louisville

The Car Is A Dream Come True; The Experience Was A Nightmare As a longtime Toyota and Lexus customer, as well as a faithful and lifelong fan of the Toyota brand, I am deeply disturbed by the extremely unpleasant As a longtime Toyota and Lexus customer, as well as a faithful and lifelong fan of the Toyota brand, I am deeply disturbed by the extremely unpleasant experience that my wife and I had in purchasing a pre-owned 2015 Toyota Avalon Hybrid Limited from Lexus of Louisville. I will readily admit that the specifics of the Avalon Hybrid that Lexus of Louisville had for sale are what brought us to the dealership. My wife was involved in a car accident on the day before Thanksgiving, and thankfully, she was unhurt, but our beloved 2013 Toyota Avalon was ultimately declared a total loss. As a result, we were faced with the challenge of finding a replacement car, and we wanted another Avalon in the same color exterior and interior. Lexus of Louisville had an Avalon in the exact color combination for sale that was two years’ newer, had much lower mileage, and was also a Hybrid with the Technology package. We’d always wanted a Toyota Hybrid, and to find an Avalon in the same color exterior and interior as our previous Avalon was a dream come true. And, while we now own this car and still consider it a dream come true at this early stage, the experience we had with Lexus of Louisville was pretty much an absolute nightmare. We dealt with four people at the dealership. Two of the employees were absolutely fantastic, one seems to be an unfortunate victim of being grossly overworked…and the fourth person is a thoroughly deplorable and despicable human being. I will start with the best and end with the worst: First of all, Sarah King was assigned to us as somewhat of a “trickle-down” effect of the way the salespeople at Lexus of Louisville are managed. She is a terrific person and an excellent salesperson. She is a great ambassador for Lexus of Louisville and the Lexus brand. She has a friendly demeanor, listens well, and made us feel comfortable while we were at your dealership. I would rate her a solid “10” as an employee. Simon Field is also an excellent salesperson, human being, and a credit to Lexus of Louisville, as well as to the Lexus brand. Simon “handed” off our business to Sarah after we had secondarily negotiated a selling price with him over the phone and via email, and he took some time out of his busy Friday to meet us and make sure that we were being taken care of by Sarah. Simon also remembered the circumstances by which we had come to Lexus of Louisville, and he expressed his genuine concern that my wife had been in a car accident, which my wife and I both appreciated. I would also rate Simon as a solid “10.” Together, Sarah and Simon are a bright spot in what was an otherwise pretty dark experience with Lexus of Louisville. Adam Brown, the Finance Manager, is a conscientious and nice person, but those qualities are unfortunately overshadowed by the fact that he is tremendously overworked. When my wife and I first met Adam, later in the day, we could immediately tell that he was overworked. When we expressed our sympathy for his situation, he readily admitted that he had “four or five” deals left to do that late in the day, and he gestured towards the stack of sales orders on the credenza behind his desk. As a result, he worked through our paperwork very quickly, and we endeavored to enable him to make the process as quick as possible. Along the way, we had noticed some mistakes that we pointed out to him, and he either quickly fixed those mistakes or attempted to mitigate our concerns with statements like “don’t worry about that” and “I’ll fix that later.” It’s interesting that Lexus of Louisville is structured in a way that prevents the initial salesperson from revealing, or even discussing, the interest rate of the financing that the customer is eventually presented with, and Adam even waited until almost the very last moment to reveal the APR. Given our excellent credit rating and the selling price of the car we were buying, I had an APR in mind that was in the high 2% range prior to, and while, we visited the dealership. So, I was noticeably surprised to be told, near the end of our entire buying experience, that Adam had secured an APR of 4.26%. When I expressed my surprise and displeasure with this rate, Adam hurriedly assured us that he “checked two places,” he was “confident” that he got us the “best rate,” and that the days of 2% financing on used cars were over. Trusting what he told us, we completed the paperwork and left the dealership to spend the night at the nearby hotel before driving back home to Ohio the next day. On Friday night in the hotel, I went through all the paperwork that we had signed, and I discovered an entire litany of mistakes that Adam had made in several of the documents. In order to make things easier for us and Adam to discuss the mistakes the next morning, I made notes of all the errors. I also did a quick search online for prevailing used car rates—with terms and conditions that matched our own situation—and I discovered that interest rates in the high 2% range were, in fact, readily available. I immediately sent an email to Adam, in which I attached a screen shot of the high-2% interest rates that I had found online. To date, Adam has not acknowledged nor responded to this email message that I sent him, neither via an email reply, a phone call, nor in person. On Saturday, we returned to Lexus of Louisville with the hope of meeting with Adam and hopefully to get all the errors corrected before we returned home to Ohio. We waited at the dealership for over an hour because we, of course, did not have a set appointment with Adam on Saturday. Being that he is overworked, he apparently did not have any time that he could spare to meet with us. We left the dealership and drove home to Ohio.. On Monday, at about 9:30, I called Adam on the phone and left him a voice mail. He did not immediately return my call, so I called and left a voice mail for Sarah. I also sent an email message to Adam, I “cc’ed” Sarah, and I attached a detailed list of all the errors that I had discovered in the paperwork that Adam had given us on Friday. Sarah called me back, and she was with Adam, and she set up a conference call with Adam, my wife, and me. We discussed the errors in detail with Adam and, again, he hastily mitigated our concerns and, while, I am still not satisfied with most of his answers and responses, I essentially threw up the white flag and surrendered. Today, I made the considerable and extra effort to apply with another bank for re-financing of the Avalon that we bought at Lexus of Louisville. Our application was immediately approved with an APR of 2.74%. This refinancing will commence as soon as I receive an account number from the financial institution that Lexus of Louisville and Adam Brown are, in my opinion, in “cahoots” with to prey on unsuspecting customers. Also, the bank charges a fee of $165, which Adam never disclosed to us verbally—although, admittedly, it is a line item in the paperwork that we were hurried through on Friday and that I more-thoroughly read through on Friday night (and mentioned in the detailed documentation of the “mistakes” that I emailed to Adam and also ultimately discussed with Adam and Sarah over the phone). Which brings me to Matt Henderson. Matt is the first person who I had the EXTREME displeasure of encountering at Lexus of Louisville. And, if the dealership didn’t have the exact car on their lot that we very much wanted to purchase, then Matt would have lost our business immediately. My first encounter with Matt was in response to my email message, in which I had initially inquired about the Avalon, and made him what I thought was an educated and sensible offer based on my in-depth research of comparable pricing. Matt wasted no time at all in letting me know that he is the smartest person in the room, and he seemed to have a chemical need to put me in my place as if I had personally insulted him with my offer. At that point, his unbridled arrogance came through LOUD AND CLEAR, and it never dissipated. I finally had to ask Matt to let me deal with a different person because I could no longer put up with his deplorable attitude and extreme lack of customer kindness. In fact, I still cannot believe that Matt is the General Sales Manager at Lexus of Louisville. He clearly doesn’t believe that “the customer is always right” and, in fact, it seems vitally important to him to demean the customer, put the customer in their place, and inform them that he is a “highly experienced and knowledgeable salesperson” and a “highly respected member of [his] community” (his words, not mine). I had even mentioned to Matt that my wife had been in a recent car accident and that our Avalon had been declared a total loss, but Matt couldn’t so much as set aside even the slightest bit of his extreme arrogance and pompous attitude, even for a brief, few seconds, to express just the slightest bit of concern for what my wife had recently experienced. Nope. Not Matt. He continued his extreme arrogance when we visited Lexus of Louisville in person. He knew perfectly well that we were visiting last Friday, and that we were buying that Avalon (and if he didn’t know, then, this was, again, an example of his poor salesmanship and deplorable attitude). He looked right at us several times on both Friday and again on Saturday, and at one point, he even saw my wife and me sitting in the lobby unattended on Saturday, and he STILL couldn’t set aside his massive ego long enough to so much as say hello, let alone thank us for our business, or even congratulate us on the purchase of our “new” Avalon. All in all, it was a horrendous experience, and the only saving grace (other than Sarah and Simon) is the Avalon Hybrid Limited that we purchased…literally DESPITE Lexus of Louisville. I would like to think that our experience was an anomaly, but I can’t even imagine that Matt Henderson is able to act any less arrogant and deplorable than he did with me. It was a nightmare. At this point, I can’t even look at Matt Henderson’s face on Lexus of Louisville’s Website without it literally turning my stomach, and it’s going to take me a while to look at our “new” Avalon without thinking of the dreadful experience we endured in order to purchase it. 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Perfect Experience Been aLexus of Louisville customer for several years I have been acostume to their great service all around..'this time I leased a new 2017 ES 350,a Been aLexus of Louisville customer for several years I have been acostume to their great service all around..'this time I leased a new 2017 ES 350,and the experience again was great,specially the lease consultant Maggie Goebel was outstanding I highly recommend the Lexus of Louisville to anybody looking for a Lexus. More

What ? Car buying is fun ! This dealership gets top kudo's from us. The buying experience from beginning to end was perfect. Easy words to describe this experience, quick, att This dealership gets top kudo's from us. The buying experience from beginning to end was perfect. Easy words to describe this experience, quick, attentive, great listeners, knowledgeable and super friendly. Thanks for making this purchase fun. More

Knowledgeable salespeople who make the experience a joy. Buying a car can be a traumatic experience, especially when you move to a luxury vehicle. Are you making a wise choice? Are you buying the right car? Buying a car can be a traumatic experience, especially when you move to a luxury vehicle. Are you making a wise choice? Are you buying the right car? Are you getting the best deal? Lexus of Louisville puts all of those concerns to rest through their commitment to you as the consumer over their commitment to sell a vehicle. I could not be happier with our salesman, Steve McDonald, and his determination to make sure we were happy with our selection. This is the way car buying ought to be done. More

Awedome Experience!!! This dealership has Lexington beat hands down when it comes to customer service. In a stickler for good customer service! Thank you Bill,( aka- paper This dealership has Lexington beat hands down when it comes to customer service. In a stickler for good customer service! Thank you Bill,( aka- paper pusher) Simon and Kevin!! You guys rock! The Jacksons More

Service par excellence Bought a pre-owned Land Cruiser from over 600 miles away. Coordinated with one employee only, from jump to finish. Vehicle on arrival meets expectatio Bought a pre-owned Land Cruiser from over 600 miles away. Coordinated with one employee only, from jump to finish. Vehicle on arrival meets expectations. Superb, professional and responsive. Makes for an easy buying experience. More

Great experience! I had my 04 RX for almost 5 years when I ran across an 08 one owner RX at Lexus of Louisville. Having kept my previous car serviced there I was well I had my 04 RX for almost 5 years when I ran across an 08 one owner RX at Lexus of Louisville. Having kept my previous car serviced there I was well acquainted with the dealership. Fritz Bauer was so great to work with to make the deal happen and my service advisor, Kim Fairchild, did a great job getting the "we owe" taken care of on the 08. Great dealership!! More

Lexus of Louisville I just purchased a ES350 from this dealership. It was the most pleasant experience I have ever had in buying a vehicle. My sales lady Maggie, helped m I just purchased a ES350 from this dealership. It was the most pleasant experience I have ever had in buying a vehicle. My sales lady Maggie, helped me through ever process. I previously owned a Lexus, was pleased with it and returned 13 years later to purchase this car. The sales manager Simon, went out of his way to please us as far as price and working with me right down to the detail. I consider Lexus because I can depend on it to give me many years of quality- reliable driving. Thanks so much Lexus of Louisville. More

Professional & Satisfactory Service This was my first time at the Lexus Dealership in Louisville. My sales associate John Bennetsen was waiting for me when I reached there. He helped me This was my first time at the Lexus Dealership in Louisville. My sales associate John Bennetsen was waiting for me when I reached there. He helped me find the right vehicle that I wanted and his manager Matt Henderson gave me a very good price for my trade-in vehicle. It took him a very short amount of time to reach a mutual decision. I'm happy with their service and the car I now drive. More

Great experience purchasing a car today!! Kudos to Lexus of Louisville! I was treated professionally and with respect by all I came in contact with. Thanks to Maggie, Simon and Mark for help Kudos to Lexus of Louisville! I was treated professionally and with respect by all I came in contact with. Thanks to Maggie, Simon and Mark for helping me get what I wanted and the price where I needed to be! I got an excellent deal and would not hesitate to refer anyone who is looking for a car to go by and give them a try! Oh did I mention... I did not buy a Lexus but was still treated as though I bought the most expensive car on the lot! More