Butler Lexus of South Atlanta

Time Wasted and Thoroughly Disappointed Statement: Follow me sir, I will show you. I have to be clear for "my people." Implication: The people I deal with are stupid and cannot follo Statement: Follow me sir, I will show you. I have to be clear for "my people." Implication: The people I deal with are stupid and cannot follow directions. Situation: This reflects my interaction with the receptionist who greeted me when I asked where the service department was located. The main building for Butler Lexus in Union City, GA is currently under construction / rennovation. The business uses the pre-owned car sales building for all transactions while construction is underway on the main building. Because of signage shortfalls, customers are left to discern for themselves the location of the service department. At the only access road leading to what appears to be a service area, a sign is posted that reads "employees only beyond this point." Naturally, this leaves a bit of confusion so one is aspired to ask for directions. The receptionist ended up directing me to ignore the sign and proceed anyway until I see the service bay which I did. Statement: Did you have an appointment, and by extension, are you certain your made a reservation for a loaner vehicle? With whom did you make your appointment? Implication: Like most people, you are probably mistaken and now suggests that Butler Lexus should have a loaner vehicle reserved for you. Let's attempt to turn this debacle around so it appears to be your own lack of coordination and planning as the proximate cause for any pending inconvenience. Situation: This exchange occurred between me and my service advisor regarding Butler Lexus's inability to provide me with a loaner vehicle. After consulting a co-worker, the service advisor was able to locate a loaner vehicle for me but that required some paperwork. Statement: I'm sorry. I gave you the wrong email address. Implication: Despite your scheduled appointment, and your reservation of a loaner vehicle, your time is no concern of mine and as such, means very little to me. Situation: In order to complete the paperwork to secure a loaner vehicle, I had to provide proof of insurance to the service advisor. Unfortunately, after 35 years of uninterrupted coverage, the insurance ID card I provided had expired. This servicer advisor suggested I contact my insurance company and have them email to his address an updated insurance card. I recorded the address as he provided on a piece of paper. Routine and simple enough. After contacting my insurance company and providing them the email address the service advisor gave to me, the service advisor asked me to have a seat in the waiting area. After 35 minutes, I approached the service advisor who stated that my proof of insurance had not yet arrived in his inbox. I actually witnessed him lean over to a co-worker to verify the email address he had given me. It was wrong. He then attempted to apologize and told me it was only his fourth day on the job. I said this was unacceptable and demanded the return of my car. So what's my complaint? Even though the delay in obtaining a loaner vehicle was partially my fault, the service advisor's demonstrated lack of incompetence served as a culminating point for the previous events and interactions. The events converged and led to my ultimate conclusion that Butler Lexus was inept and incapable of handling what I had previously considered to be a simple exchange. Unfortunately, my conclusion is exacerbated by the fact that this is a real world legitimate and credential Lexus dealership with all of the high quality service-related expectations that come with that particular brand. More

What was suppose to be an exciting time in my life turned into a bitter sweet moment. Ultimately I purchased my vehicle from Butler (strictly because of Shawn) but I WOUKD NOT RECOMMEND Butler Lexus South At into a bitter sweet moment. Ultimately I purchased my vehicle from Butler (strictly because of Shawn) but I WOUKD NOT RECOMMEND Butler Lexus South Atlanta. Why you ask . . . Extremely dishonest sales managers, specifically Nagib and Randy. My experience started when I made a phone call to Shawn inquiring about a particular vehicle. Shawn answered all my question in a very professional manner and honestly did not try to force a sale upon me. A day or so later I get a phone call from Nagib who made it seem like he was a position above Shawn and wanted to follow up with the phone call I had with Shawn. We went over the same information that Shawn had communicated and ultimately started talking an “out the door” price. Keep in mind I already had my financing set with my credit union and was more looking to make sure I got an “out to door” price that fit my budget. Nagib discussed with me the out the door price that included the purchase of the vehicle, doc fee ($699), registration fee ($43), taxes ($1,798), and a $1000 rebate for the procurement of a 2016 Lexus. Based on those figures the monthly fee was still a little bit higher than what I wanted to pay based upon the rate I had been approved for by my credit union. Nagib proceeds to say that he would be able to match, if not beat the rate my credit union was offering because he could pretty much get the finance company to approve any rate that he needed. That was great but it still didn’t address the monthly car payment that exceeded my budget. That’s when Nagib stated, if I can take another $1,000 off the sales price, would you purchase the vehicle then?? I stated yes I would. So he had me complete the online finance application and we agreed that I would come pick up the vehicle (which was a 2 hour drive) from him in two days. Nagib stated he would call me back once he received the financing paperwork and finalize the deal. Well that’s when s$&t hit the fan. Ultimately, the financing rate he was able to match (he got me approved with Capital One), but he could not beat my current rate. However he then informed me that after talking with his manager Randy, he could not give me the 2nd $1000 rebate that he communicated. Then to add insult to injury, the 1st $1000 rebate he. could not grant because I have to finance through Lexus (which he never mentioned and didn’t make sense since you sent my application to Capital One and never to Lexus). So can you see my frustration. And then to put the nail in the coffin, Nagib and Shawn are the same level of sales managers and Nagib never informed Shawn that he was calling me and he was only aware of me and Shawn’s conversation because Shawn puts notes in the system when he talks to his clients. Thus, he is a snake towards his own coworkers. Ultimately I end of talking to Shawn and although Shawn was disappointed that Randy did not honor the specific numbers Najib provided me, we still were able to come to a agreement. I accomplished every task that Nagib had requested me to do and he was unable to deliver every step of the way. On top of that, Randy wasn’t even willing to try and make things right or fair on both ends. Very disappointing!!! Lastly, the vehicle I purchase is Lexus Certified; however, after driving, found out that the rotors needs to be turned (boyfriend said no big deal though) and then there is a huge scrap in the front passenger side bumper and there was a scratch on the back passenger side bumper. This makes me question how accurate the the 161 point inspection really is. Shawn did state that he would fix the issues, which in my opinion should not have been present to begin with, but it requires me to drive 2 hours to the dealership to drop the car off, 2 hours back home in a loaner vehicle, 2 hours back to the dealership (two days later) to pick up my vehicle , and then another 2 hours back home. Can you see the inconvenience, especially considering they have a Butler Lexus Macon that is 30 minutes away from me??!! To explain that craziness, I don’t have enough time. Ultimately, I WOULD NOT BUY another Lexus from this location because I was robbed of an experience that I had been waiting months to happen (and it should have been pleasant) but I do appreciate Shawn trying his best to fix what is in his control to better the TERRIBLE experience I had with Nagib/Randy. More