Lexus of Brookfield

PLEASE READ LAST PARAGRAPH FOR ENTIRE EXPERIENCE. PLEASE READ LAST PARAGRAPH FOR ENTIRE EXPERIENCE. This is my 4th Lexus (1 LS430 & 3 GX470s). My wife brought her GX in for a repair to the front PLEASE READ LAST PARAGRAPH FOR ENTIRE EXPERIENCE. This is my 4th Lexus (1 LS430 & 3 GX470s). My wife brought her GX in for a repair to the front passenger seat track. When she picked up the vehicle she noticed a chip out of the simulated wood dashboard on the passenger side and one on the simulated wood to the right of the gear shift. At ~8:00 a.m. I phoned Mr. Washkuhm who immediately said the damage couldn't be from their technician because he wasn't working in that area. However, he said he would speak with the technician and verify his claim. By noon I still hadn't heard back from anyone from the dealership so I stopped by in person. Mr. Washkuhm was out to lunch so I voiced my concerns with another service consultant who said he would ask Mr. Washkuhm to contact me. At 2:00 my wife spoke to. Mr. Washkuhm and was told her vehicle would not be finished at the time promised (no surprise - they had not yet started work when I was in at noon). Mr. Washkuhm offered no status on the dashboard issue. When my wife retrieved her vehicle the next day, she was told that they did not cause the damage and were not going to cover the needed repairs. To add insult to injury they didn't get around to washing her vehicle. The next day I brought my vehicle in for an oil change and spoke with Keith Ullrich, the Service Manager, about our issues. He reiterated Mr. Washkuhm's position and washed his hands of it. He said the tech was not working in the areas in question. I corrected him noting the tech "fixed" (broken again) the boot around the gear shift. He said he would replace the wood around the shifter if the technician was working on the shifter boot. I believe Lexus is the best vehicle on the road and the best value. However, the total "Lexus experience" is lacking at this particular dealership. Lexus Corporation would be well served to offer this dealership some Service Recovery training. I am writing this review as I wait on my final service at this dealership. NOTE: PRIOR TO SUBMITTING THIS REVIEW I SHARED IT WITH MR. WASHKUHM AND ASKED IF IT ACCURATELY DEPICTED THE COURSE OF EVENTS AS HE KNEW THEM. HE OFFERED AN AFFIRMATIVE REPLY ****UPDATE**** A couple days later, my wife received a phone call from the dealership regarding her service visit. She told the caller about the issues stated above. The next day she received a call from John Ferrito, the General Manager. He was very apologetic and said the issue should not escalated to that point. He told my wife she could bring in her vehicle any time that is convenient and he would make the repairs in question. He provided her with a complementary vehicle while the repairs were being made. When she retrieved her truck the next day, she was greeted by Mr. Ferrito and was delighted to see they had porterd her vehicle. Mr. Ferrito even had a dozen roses on the passenger seat! My wife posted a photo of the flowers on Facebook and it went viral Talk about SERVICE RECOVERY! This dealership had lost two customers and thanks to Mr. Ferrito we will be back! More

When you buy a Lexus part of what they sell you on is a When you buy a Lexus part of what they sell you on is a "premium service experience". Translation - a nice lounge with drinks, snacks and copies of When you buy a Lexus part of what they sell you on is a "premium service experience". Translation - a nice lounge with drinks, snacks and copies of WSJ. Notice no mention was made of fixing your car quickly or accurately because that's not going to happen. Example - I picked up Lexus in March and less than 90 days in, the air vents developed a manky (musty + stanky) odor. Took the car in, and learned it was some drain defect allowing water to build up in the AC, creating the reek of old wet laundry. So, I dropped my car off on a Friday and told them to keep it until Wednesday since I would be traveling. On Wednesday, (or at any time) did I get a call with status? No! I guess your typical Lexus driver has a secretary or some lackey to handle these details but I do not. Finally was told the car was ready. When they pulled it up all I had to do was stick my head in to determine the reek was still present and accounted for. So, I had to stand around for 15-20 minutes for multiple people to determine in fact the car still stunk. I was sent off with a loaner and a promise of calls with status. Which were never received - I had to call late the next day to find out that they were cycling thru some disinfectant to kill the mold and it would be another day. Ok...you had the car for 5 DAYS .....maybe you wanted to GO AHEAD AND DO THAT before I picked it up? It's now been one week and I'm still without my car. God only knows what I will find tomorrow when(in theory) the car is ready for pick up. If you are trying to decide between a Lexus and something else, just go with something else! On the other hand, if you love the smell of hot dumpster, give me a call - I have a car for sale that's perfect for you! More

OVERALL OPINION The salesman I worked with, Scott OVERALL OPINION The salesman I worked with, Scott Nelson, seemed like a very friendly guy, and someone who cares about making a sale. In my personal OVERALL OPINION The salesman I worked with, Scott Nelson, seemed like a very friendly guy, and someone who cares about making a sale. In my personal opinion, Todd-the sale manager, on the other-hand lacks professional business ethics that most dealerships need. My overall experience with this dealership has been poor, if someone asked me to recommend a Lexus Dealership, this one would not be on the list. SUMMARY OF WHAT HAPPENED I had been chatting with a sales rep (Scott) for a few weeks about pricing on one of their cars. When we finally came to an agreement, I put down a $2000 deposit to reserve it. On the day I was supposed to go pick it up, I get a call from their finance lady saying she could not get financing for me and is trying other places (that was fine since I already had my own financing). So I called my finacing bank and told them that I found a car and wanted to know the steps so that I can pick up my car today. In short, my bank said to have the purchase order faxed over to them, and they can wire the funds to my bank account and I should have it cleared by tomorrow. Well, when I called in to tell the Sales Manager this, he said he had some other people, who had offered him more money for the car coming in to see it later that day. And that he wanted to give the other people a chance to make a better offer. Why would your dealership take my deposit, run my credit a bunch of times, and then tell me he was going to sell the car to someone who offered more money from the car. If you wanted to wait around for someone who was going to offer more money for the car, you should have never took my deposit, and never came to an agreement on the car. This is just plain horrible business ethics. I would never recommend this place to anyone. More

Pompous and arogant sales staff. I arrived at the dealership a bit dishevelled from hauling yard debris away. I own a small business, and have grown it from a start up, into a successful entity. I w dealership a bit dishevelled from hauling yard debris away. I own a small business, and have grown it from a start up, into a successful entity. I was in the market for a new car of esteemed calibre. Upon entering the showroom, the available staff gave me the once over, and promptly found other things to do. I approached the nearest "gentleman", and said that I had a few questions about a specific model. He handed me a brochure and stated that he had to get to a meeting.<br>Thanks for your help, I love my new Escalade purchased from your competitor! More