Lexus of Manchester - Service Center

Buyers beware. I've purchased over 20 vehicles, and Lexus of Manchester, specifically Nigel Long, provided the worst post-sale service I've ever experienced. I b I've purchased over 20 vehicles, and Lexus of Manchester, specifically Nigel Long, provided the worst post-sale service I've ever experienced. I bought my car from them along with an extended warranty and tire and wheel protection. When it came time to use my tire and wheel protection, they showed their true colors. Initially, they tried to deny my wheel claim, stating they would only cover wheels if they no longer hold air. However, there is no such exclusion in the contract. The contract explicitly states: "Tire and Wheel Standard Coverage: The coverage provided by this agreement will reimburse you for the costs associated with the replacement of a tire or wheel that is attached to the vehicle and is damaged as a result of operational or structural failure due to a defect in material or workmanship." Once we got past that, they claimed they wouldn't cover the wheel because it was an aftermarket wheel. Before signing, I had confirmed with the F&I manager that any wheel on the car would be covered, as I always use two sets of wheels, one with winter tires. The contract states: "a tire or wheel that is attached to the vehicle" with no exclusions for aftermarket wheels. Keep in mind, we were five months into the claim with no resolution and continuous attempts to deny my claim. I had enough at this point and informed them that if this was not resolved that week, I would open a Deceptive and Unfair Business Practices case against them and Lexus with the New Hampshire State Attorney General's Office. This finally got their attention, and after over five months, they agreed to replace the wheel. It's absolutely nuts that it took this long, and they only did this since they knew they would be found responsible by the AGs office and subject to pay me triple damages plus fines. To be clear, they only finally covered the wheel to save their own buts. They ordered a wheel, and I asked them to ship it to my house as I was done dealing with this dealership. I also told them I'd come to pick up my wheels that day. Nigel Long, the general manager, replied, stating they would be open until 6 PM that same day. Imagine my surprise when I drove an hour to get there, arriving at 4:30 PM, only to find the dealership closed, locked, and all lights off. I called and emailed, but received no reply. Over the next five days, I called multiple times, left messages, and sent multiple emails, all with no response. When Nigel finally replied, I asked him to bring the wheels to me since they have drivers on staff. My reasoning was that I had made a two-hour round trip for nothing because they mistakenly closed early without informing me. Nigel was adamant that he did not make a mistake and insisted that I drive back up there again. Overall, this was a terrible experience. There is no point in talking to Nigel again, but if his direct boss or someone above him wants to reach out to discuss this further and attempt to make it right, I'd be happy to speak. More

Always friendly and honest. The waiting area is clean and welcoming. Service is top notch! The waiting area is clean and welcoming. Service is top notch! More

Great service and friendly atmosphere. It’s a place I don’t mind waiting for service It’s a place I don’t mind waiting for service More