Larry H. Miller Lexus Lindon

Caveat emptor I will begin this review by stating the following (for those who want the short and simple summation): LHM has the monopoly on Lexus in Utah. So, if I will begin this review by stating the following (for those who want the short and simple summation): LHM has the monopoly on Lexus in Utah. So, if you desire to drive a Lexus and would like to work with a dealership that upholds the Lexus standards, I would suggest you go to Vegas or Denver. I was looking to upgrade my HS to a new ES hybrid and decided that the 12th anniversary of the store, with the "Employee Pricing" was as good of time as any to do so. In preparation for this I used the Black Book valuation tool on their website and printed off a coupon that supposedly guaranteed a certain amount in credit. I also went the weekend before to the LHM Lindon Lexus to check inventory and kick a few tires. The salesman I worked with (Darryl Johnson) wasn't very knowledgeable (should have been a red flag) and didn't want to find answers to my basic questions. To make matters worse, he was very reluctant to search for inventory outside of his own lot that had the specific trim and add-on tech I was looking to get. He simply wanted to know which color I wanted to buy and then provided samples of cars that didn't match the trim (or colors) I was looking to get. I returned (mostly because I loved my HS so much and figured I would find a different salesman that would be more helpful) in the afternoon April 30th (12th anniversary event) and found a new salesman to work with.(Mike Breitbarth) who admittedly was new to Lexus as he had come from Jerry Seiner Kia, along with several others, at the beginning of the month. However, we were initially impressed as he didn't know much about the cars or financing, but was willing to run and ask someone who might know an answer. He went to work finding a car in another lot that met our wish list close enough (it didn't have the illuminated door stills, like I wanted, but it had everything else). When it came time to discuss the trade in he then low balled the trade in offer, then told me the Black Book quote / guarantee was worthless (don't waste your time filling out the info on their site for Black Book, they will just spam your email and the dealership won't honor the price listed anyways). During the course of working over the numbers I found several mistakes which prompted them to "reboot their computers" and then the numbers magically worked themselves out (double check all numbers they present to you). Once we had decided to go ahead with the deal we went to Jason's office to do paperwork. Once we got into Jason's office Mike left us and told us he had plans (once the sale was done, of course). In Jason's office we worked with Greg and went over the documents and had to print and reprint the documents several times to get a set that matched (or so we thought) what we had agreed on. We left with the expectation of our new car arriving in the next week and that the "painful" part of the car buying experience was behind us. We were wrong. There were several more mistakes on the paperwork which required me to sign and re-sign paperwork 3 more times. The car that was supposed to be delivered a week after purchase didn't arrive (nor were there any calls or notification to me that the car wasn't there yet). The car was promised for another time, again no call, no show. I called and followed up with the Sales Manager Scott Adams who promised another date, again no call, no show. I went in and confronted my salesman (Mike Breitbarth) in person (even though he was supposedly "on vacation") and he promised me another date and follow up call... but no call, no show. I then received a call back from Joe Belmonte telling me that the car I had purchased was lost or stolen, and that I would need to wait for him to figure it out (this is two weeks after the initial purchase) or he would be going to Vegas (where my car was supposed to be coming from) and he would walk the lot and figure it out then. It is amazing what happens when you start dropping names. The owner of the company I work for knows several of the higher up individuals at LHM and when I mentioned to Joe that I would be in contact with those individuals he went right to work making sure he found a car for me to pick up. Magically, after name dropping and a threat of breach of contract and nonfeasance he was able to find the car I had purchased weeks earlier and that it was on its way to the dealership (he even texted me pics to prove it). Once the car arrived I arranged a date that I had time to work with the tech specialists and take delivery (April 21st). I had stopped by the dealership a few days in advance, just to verify that it was indeed the car I was promised and that it had the trim/tech that I had ordered. When I arrived to take delivery I was greeted by Justin and Kale and they had pulled the car into the building for initial inspection. I was really disappointed to find that the car wasn't ready for pick up. They had not topped off the tank with gas, they had not dusted off the dash, wiped down the windows and mirrors, they hadn't even taken the trash out of the trunk. However, the delivery team of Justin and his trainee Kale were the redeeming factor for my experience as they were dutiful in explaining items, researching answers to questions I had, and listening to me vent about the dealership they work for. I have not caught them BS'ing me or outright deceiving me (like many of the other employees have) and seem ultimately concerned and dedicated to my satisfaction with my new Lexus. Not a week later and my new Lexus is having issues, which I report as they happen to Kale (he gave me his cell#) and eventually they get bad enough that he says that I will need to bring it in and have it looked at...when they have some free time in 3 days. At this point I have a brand new car that I have been able to drive for a week and now it has to go to the shop... but they can't fit me in until Thursday.. Once they receive the car they will have it for somewhere between 1 and 4 days (maybe longer if they have to replace the dash, navigation and/or telematic control unit). To err is human, I get that. But, when everyone (except the delivery guys) drops the ball... there is something going on but a simple series of unfortunate events and/or mistakes. I hope that whoever reads this decides to do business with these guys that their experience is better than mine. I will say this: proceed with caution. If you see any of the red flags I pointed out pop up, get out before you're under a sales contract! More

Exceptional car buying experience We were looking to replace a very specific vehicle not easily found in our area (400 miles away). Looking over the internet we found the vehicle that We were looking to replace a very specific vehicle not easily found in our area (400 miles away). Looking over the internet we found the vehicle that appeared to be what we were looking for. I called the dealership and talked with Garret Ferrari. He was very friendly, helpful and professional on the phone. He offered to send any pictures and also while on the phone do a walk around of the vehicle. I told him if the pictures on the internet were of the car that was fine, but if he could do a walk around that would be great. He did that and pointed out a couple very small items. After a week or two we decided we were interested in the vehicle and again talked with Garret on the phone and had a very pleasing conversation. Being from out of town, we negotiated over the phone a firm price if the vehicle was as described and pictured. The vehicle was exactly as described by Garret and the dealership held to the price we had previously negotiated. I have bought a few vehicles from out of town in the past and had a couple dealers try to jack the price up once we were in the dealership. That was not the case here. It was refreshing to see a dealership keep to their word. Dealing with Becky in the Finance department was also a pleasant experience with no hard sell tactics. I would like to thank both Garret and Becky for their help. I would not hesitate to recommend them and the dealership. More

Great buying experience Came to Lindon Lexus from western Colorado to purchase an SUV found on the internet. It proved to be in excellent condition, as described by Darryl Came to Lindon Lexus from western Colorado to purchase an SUV found on the internet. It proved to be in excellent condition, as described by Darryl during a phone call. The vehicle had more features than those listed in the ad, so I was very pleasantly surprised. The whole interaction was low key and very speedy..... an overall fast, efficient buying experience. More

Excellent experience! I really had a good experience buying my new SUV. Daryl was really helpful and had talked to me beforehand and had a couple of vehicles up front for m I really had a good experience buying my new SUV. Daryl was really helpful and had talked to me beforehand and had a couple of vehicles up front for me to look at and test drive. Jason with the finance department was also very friendly and made the paper work easy to understand and efficient. Megan talked with us about service and also gave us her card for any questions. Overall an excellent experience. More

Great customer service! It was a pleasure working with Jon Henson. He seemed to really care about me as a customer, not just about the sale. Both he and Garret Ferrari were g It was a pleasure working with Jon Henson. He seemed to really care about me as a customer, not just about the sale. Both he and Garret Ferrari were great at keeping me informed of where my ordered car was in the process. I appreciated feeling like a valued customer and would highly recommend Jon, Garret and the dealership to family and friends! More