Lexus of Freeport

Poor customer communication. Poor turnover time-took 2 days to install a new battery and plug a tire. Wasn't notified by customer service that it would be a 2 day job. Poor turnover time-took 2 days to install a new battery and plug a tire. Wasn't notified by customer service that it would be a 2 day job. More

Buckle up folks, it’s gonna be a bumpy ride. First let me state prior to this incident, Lexus of Rockville Center (former location) and I we’re simpatico. Now for the ugly. I called to do a First let me state prior to this incident, Lexus of Rockville Center (former location) and I we’re simpatico. Now for the ugly. I called to do a simple oil change and to have my inspection done. Unfortunately, that same week my check engine light came back on (had same issue yr before and they fixed it) so I called to add that to my appointment. I paid over $4,000 last year to fix said car, so when I was told that the car would be fixed for free if it’s the same issue, I was happy. In my mind, same symptoms same problem. After being assigned to Dina Santos on June 25th, we went over my to do list and I was told I had to pay $190 for the diagnostic fee, which I was well aware of and I drove off with their loaner. About a week later, I received a call from Dina telling me that I need a catalytic converter and the cost would be $4700 and my emergency parking brake was stuck. Please be aware when I took it in, the break was working fine. I informed Dina I would talk it over with my husband and I would get back to her. She said ok and that I had to pay another $190 to diagnose the parking problem. I asked why am I paying for another diagnostic and she said “we have to go deeper to find out why the brake is frozen” but not to worry she would send me a quote via email (still waiting for email over one month later, which never arrived.). During this time, my asthma starting acting up after catching a cold, so I wasn’t able to get back to her right away. Once I felt a little better and able to talk, I told her after careful consideration my hubby and I decided it was time to let my 2001 RX go on to greener pastures. I was told ok I would only be paying $190. We spoke three times and three times I was told $190 was my bill. I was suppose to come in on Saturday to see what cars they had in stock but hubby had to work so Monday we spoke again. On Monday, Dina starts adding on $ to the bill. Now it’s oil change, inspection which obviously failed and told they took care of the break light, huh? I then said, who does an inspection on a car with a check engine light on? Why do an oil change when I told you I wasn’t getting it fixed? I said I would be down Tuesday to get my car and return theirs and discuss bill. Here’s where things go all the way left. I walk in to see Dina and immediately ask her to get Mike the service manager. Now my voice level is about a 7 because I can’t understand why perform these services on a car I’m not keeping. He said he’ll scrap the inspection fee and that they do whatever the customer tells them to do. He says, “If I come in and the oil change isn’t done I would be upset, also It cost money to put car on lift and every time they have to put car back on lift they lose money.” I’m sorry, but when does common sense kick in? Why would I be upset if the oil change wouldn’t be done? I decided to not keep the car! The most important thing would be to fix the car first so it passes inspection. He says people drive around with expired inspections so that’s why the oil change was done. If I state I’m not doing the work necessary for the car to pass inspection, why perform the inspection knowing full well it would fail! He then says “the inspection could show other problems with the car.” So we’re using the inspection now instead of doing the diagnostic? Then, what good is an oil change on a car I’m not keeping? All work was done after I state I’m not getting work done. Then here comes Dina with a folder saying I signed papers and then she starts to rattle off and I cut her off and say to her, “tell the truth Dina” three times, one for every time we spoke and she told me I only owe $190. She then says to me, “If she doesn’t let me speak” and proceeds to stand up and on her way out of her office she lets it rip, “GO xxxx YOURSELF!” The look on Mike’s face and mine was one of utter shock and disbelief. He immediately apologised and walked out of the room and came back a few seconds later. He apologised again and asked how much was I willing to spend and I said what I was told $190. He then said “after that, I can’t expect you to pay anything.” He asked me if I wanted to speak with the manager and I said yes but at a later date since I had to get home so hubby could catch the train. He apologised again and before I left, he said I would be expecting a phone call from Mr. Hazelwood regarding what took place. After one week of no response from Mr. Hazelwood, I called and left about three voicemails over the course of two weeks for him and I also left messages with staff members for him to reach out to me, which he never did. I contacted the General Manager Mr. Dooble and he also didn’t call me back. This is one of the reasons why Dina felt comfortable saying what she said. These people don’t care how their customers are treated. I reached out to corporate and explained what took place and they said it was not the way Lexus operates and they value their customers. I’m told they would contact the dealership and have them get back to me. No one from the dealership EVER contacted me. Then in order to find out what was being done to Dina for her actions, I walked into the dealership and asked for Mr. Dooble, the GM. I’m then told he’ll be with me shortly. A few minutes pass and a gentleman comes out and asks me my name and how can he help me. I say I’m waiting for Mr. Dooble and I’m then asked is he expecting me, I say no, but I need to speak with him concerning an incident that took place two weeks prior. I’m then escorted into an office and this gentleman who’s name escapes me, Mr. Rosen something asks me how can he help. I proceed to go over the events that happened two weeks ago. He’s shocked and leaves the office for a few mins. Upon his return he states that she’s been written up and put on probation. He then states that he is aware that tensions were high in the meeting that day. Excuse me? So speaking loudly (not shouting) warrants being cursed at?! Keep in mind, at no time did I ever curse or disrespect Mike or Dina during this meeting. I left knowing I wouldn’t be returning to this dealership. I’m 1000% sure Mr. Hazelwood and Dooble were made aware of the incident and chose not to reach out to me. It’s clear that this dealership condones this type of behaviour and I want no part of it. I was able to purchase a 2021 RX BlackLine edition with only 15,000 miles out of state and will be going to another dealer to do my maintenance work. Caveat emptor. More