Sheehy Lexus of Annapolis

Dear [Sheehy Lexus of Annapolis] General Manager / To Whom It May Concern, I am writing to express my profound disappointment and frustration regarding a recent experience at your dealership that ulti Whom It May Concern, I am writing to express my profound disappointment and frustration regarding a recent experience at your dealership that ultimately prevented me from purchasing a 2015 BMW 428i. On Saturday, July 12th, I drove from Alexandria, VA, to your dealership to test drive the 2015 BMW 428i. During the test drive, I noticed a significant noise coming from the rear air-conditioning diffuser. As a result, I could not take the car that day, and it was agreed that the issue would be fixed before the sale could proceed. I was informed to return on Monday, July 14th. As arranged, I returned on Monday, July 14th, fully prepared to complete the purchase. My wife had even secured a cashier's check for the full amount of the car from our bank. Upon our arrival, the salesperson informed me that the car came with only one key. I expressed surprise and concern that this crucial detail was only disclosed at the point of sale. The salesperson then contacted Mr. Brent Sowers, the Pre-Owned Sales Manager. Mr. Sowers' demeanor was immediately unhelpful and dismissive. He confirmed that only one key was available and stated that a new key would take approximately four weeks to arrive. Furthermore, he informed me that I would need to bring the car back to your dealership for programming, as a technician is only available once a week between 12:30 PM and 1:00 PM. I politely suggested whether the key programming could be arranged at the BMW of Alexandria dealership, which is significantly closer to my residence and would alleviate the burden of another long trip. Mr. Sowers completely dismissed this reasonable request, turning away and offering no alternative or solution. His attitude was unprofessional, unaccommodating, and showed a complete lack of customer service. As a direct result of Mr. Sowers' unprofessional conduct, lack of willingness to find a reasonable solution, and dismissive attitude, I decided not to proceed with the purchase of the vehicle. This experience was incredibly frustrating, leading to wasted time, effort, and financial preparation (the cashier's check). It is concerning that a significant sale was lost due to the poor customer service and attitude displayed by a sales manager. I believe this incident warrants a review of your customer service standards and management conduct. Sincerely Issam Alani More

Outstanding buying experience. Lexus of Annapolis had the vehicle I was looking for, and was willing to negotiate. I had used Lexus of Annapolis for service on my Lexus vehicles Lexus of Annapolis had the vehicle I was looking for, and was willing to negotiate. I had used Lexus of Annapolis for service on my Lexus vehicles when I lived in Maryland, and always had a good experience with their service department. Dealers I engaged with on the west coast either didn't have the vehicle spec I wanted, or weren't willing to negotiate. I reached out via email, and asked about a Lexus UX that was in transit. They met the out-the-door price I was looking for and since I would be flying in to get it and drive it back across the country, they even picked me up from the airport. The whole process was done online, and the vehicle was ready, tags and all, when I got there. The entire buying process was smooth, transparent, and stress-free. Yasir Ibrahim went out of his way to make the process great, Brian Laing in finance made the paperwork easy, and Brian Dileo worked with me for a fair price. All around it was easily the most pleasant new car purchase experience I've ever had. More

Professional and very passionate about work ethics. Leave the dealerships with a feeling of pride and joy working with people who are willing to help you out with such respectful service Leave the dealerships with a feeling of pride and joy working with people who are willing to help you out with such respectful service More

I had a problem starting my car and I called and made an appointment with the customer service representative. After the dealership evaluated the electrical system, it was determined that I needed to have t appointment with the customer service representative. After the dealership evaluated the electrical system, it was determined that I needed to have the battery replace. It appears that I got eight years of faithful service from my old battery and the replacement was more than justifiable. My car was returned to me and although it is twenty three years old, it still drives and looks like a new car. More

Very friendly and helpful love working with Corey and love my new vehicle thank you love my new vehicle thank you More

Professional dealership. From the time I checked my Lexus into the dealership for service until the service was complete, I was treated like a valuable customer. The servi From the time I checked my Lexus into the dealership for service until the service was complete, I was treated like a valuable customer. The service experience was great. More

The service technician I always request is excellent. Chris always answers my questions, is very friendly and helpful and very knowledgeable. The service is great! They seem to have gone the cheap rout Chris always answers my questions, is very friendly and helpful and very knowledgeable. The service is great! They seem to have gone the cheap route with their customer food and beverage offerings. The tuna sandwich I had was on a soggy bun and no lettuce or tomato or any condiment. Bonnie, the lady who is responsible for customer service is very friendly and helpful. She keeps the area spotless and stocked. More

Great customer service. Kept me informed throughout the process very comfortable waiting area. Rate was great to deal with. Kept me informed throughout the process very comfortable waiting area. Rate was great to deal with. More

Very good operation. Decent supply of product in a tough market. My salesman, Nate, is excellent. He does not robotically follow a script. He listens well and thought Decent supply of product in a tough market. My salesman, Nate, is excellent. He does not robotically follow a script. He listens well and thoughtfully ensures his comments are well suited to the buyer. He seems quite honest, even with some of the tough issues (e.g. constrained SUV inventories). He speaks well of his co-workers and organization, always a positive. When in the dealership, I was struck by how well everybody worked together and truly seemed to enjoy their work. Sheehy is a quality operation that I recommend without reservation. More