Lexus of Winter Park

- On July 4, my husband and I visited Lexus of Orlando, - On July 4, my husband and I visited Lexus of Orlando, we worked with Lorraine Mantero and Chris Yuroco in their finance department. We let both L - On July 4, my husband and I visited Lexus of Orlando, we worked with Lorraine Mantero and Chris Yuroco in their finance department. We let both Lorraine and Chris know immediately that we were cash buyers. - We found a 2012 RX 350 that we liked, initially walked away, and then called Lorraine back to let her know that we wanted the vehicle at or around 4:45 pm. At exactly 4:59, she called us back asking if we could immediately come back to the dealership to complete paperwork because they were closing at 6 p.m. I told her that we were picking up dinner (we had our 2 year old with us) and she asked if we could eat our dinner at the dealership. My husband went back to complete the transaction alone. - After signing paperwork with Lorraine and Chris, my husband was told that I could come and pick the car up at anytime the next day. - On July 5, at around 1 p.m., my husband received a call from Chris informing him that they had “mistakenly” sold our car. No remedy, just an apology and a statement that he’d keep an eye out and let us know if anything else came up. I called Chris back and told him that his apologies were not enough and let him know that he needed to immediately rectify the situation. His solution was a 2011 RX 350, which, quite frankly, I did not feel was an appropriate remedy. - On July 5, at 3:09 pm after countless calls with Lexus (Lorraine/Chris), I received the following email from Lorraine “It was a pleasure meeting you. I would like to reach out to you to express my appreciation for visiting our dealership and to make sure that I was able to answer all of your questions about the 2012 Lexus RX350 that we discussed. If you have any questions regarding this vehicle please do not hesitate to call or email me. For your convenience I have attached the photos and specs of the 2012 Lexus RX350 you are interested in” indicating that they still had the car that we were initially under contract to buy. My lawyer will track this vehicle, via it’s VIN, to determine EXACTLY when the transaction was processed. I am quite sure that they still have the car. - At 5:16 pm, on July 5, I received an Equifax alert stating that Lexus of Orlando had pulled my credit. We were cash buyers and I explicitly told them not to pull my credit. I signed nothing authorizing them to do so either. The previous day when my husband went back to close the deal, they all called me on speaker phone asking for my SS#, I told them no way, you don’t need it, I’m not looking for you to finance me and I DO NOT want my credit pulled, they (Lorraine and Chris) both chimed in saying, we are not pulling your credit, we only need it to verify identities (we had already given them copies of our government issued IDs). After I called them about pulling my credit, furious, Lorraine first challenged me stating that they had not pulled my credit and told me that I was mistaken. Later, Chris called my husband with another apology and stated that he felt he had to pull it because sometimes cash buyers come in with fraudulent checks. SERIOUSLY??? Perhaps we look like money launderers or frauds. I called Lexus’ guest relations department and received a telephone call back from Pam, who offered to buy my husband and me a nice dinner. I am an executive at a restaurant company (they knew that), I don’t need, nor want, Lexus of Orlando to buy me dinner – I wanted the situation rectified. I told her that we were in and had to extend our rental car, she hemmed and hawed and focused on the nice free meal. At this point, Lexus of Orlando could not give me a car; I wouldn’t take it. My husband and I both feel that we were sent many signs as to why we should not patronize this business. I will pursue civil actions against them under several causes of action, including violations under the FCRA and will go for punitive damages and since it sounds like they commonly use these unethical practices with other consumers, I am notifying the Department of Justice. Hopefully, they will change their practices and other consumers can benefit. More

I would like to be as fair as possible with this review- my Wife and I bought a used 2008 RX 350 from this dealership, but our overall buying experience was not good. We first dealt with Bill Moline, our pr my Wife and I bought a used 2008 RX 350 from this dealership, but our overall buying experience was not good. We first dealt with Bill Moline, our product specialist, who was absolutely great- he was honest, low pressure, and very knowledgeable.. The problems arose when Bill had to hand us off to the sales manager, Steve- who was dishonest, high pressure and disrespectful. (Steve represented everything you normally hate about going to a car dealer) He started with the 10 minute pitch about how we should lease a new car instead of buying used, which was mildly annoying as we did not come in to be pressured into a new vehicle.. What I really can't stand though is the dishonesty that began when we discussed our trade value. No one is really ever happy with car trade values- this is a fact of life- but given all the information available to us in this modern age, we are informed consumers-we know what to expect from blackbook, bluebook and NADA.. (it just so happened, we also had a trade value given to us by Carmax) That being said, I am a pragmatist, so I don't expect the world from car trades-- but at the very least, I expect fairness and get upset when people outright lie to my face. Lexus of Orlando started with 2k below blackbook- Steve would give us the proposed value and do the typical "This is the most we can give", then after stating our unhapiness, leave the room for a few minutes, come back and give the "I twisted their arm and got you more money" BS. He would then say outright lies, such as "carmax expects you to buy the car from them to give you that value so we couldn't possibly match it" Suffice it to say, we left that day, with Steve haven eroded all the good will that our product specialist Bill had built with us. Not surprisingly, they called back after two days to say they would match the carmax trade offer- I'm not quite sure why you have to go through the 'car dealer dance' runaround just to be treated fairly. So, having the trade worked out, we went with the deal. We came back in to pick up the vehicle. and found out it only came with one key- so we told them we needed two at a minimum. (being a Lexus dealer, they make keys on the premises) Steve did the "let me go ask my manager", leave the room, come back "sorry, a key costs $250 and there's no room left in the deal we're losing money off this" song and dance.. when we threatened to walk, he did one more walk back, come back with "ok, we'll do it", leaving us feeling nickle and dimed to the bitter end. I also want to add, I went back to Lexus of Orlando a week later- not because I had a good buying experience, but because I loved the RX 350 we purchased for my wife so much, I wanted to trade my truck in as well for a Lexus. (As this is the only dealership close by that could sell them as certified preowned, I was kind of stuck with them) I asked them immediately to just give me a fair offer on my trade and I will do business with them. They came back with 13k on my 2008 4runner, which I knew was well under blackbook, given the type of 4runner it was. I asked them to bump it up and they said" that was the maximum they could go" and they were even "giving me more than they normally would".. so That same day, I went to carmax and got an initial trade value of 16k (whether I bought from them or not) Unbelievable. I ended up just going with carmax this time because I didn't have it in me to fight with Lexus of Orlando for a fair deal. Although they lost that sale, I don't think repeat business really matters to them.. More