Lexus of Freeport

Do Yourself a Favor & AVOID their Pre-Owned Sales Department We purchased an RX350 from Lexus of Rockville Centre towards the middle of September 2017, and in retrospect, we really wish we didn’t make our purcha We purchased an RX350 from Lexus of Rockville Centre towards the middle of September 2017, and in retrospect, we really wish we didn’t make our purchase at this Lexus dealership. This is due to the dealership’s shady sales tactics in false advertising and its irresponsible pre-owned sales manager, Leo Kwan. This is a result of three detailed reasons: 1. After seeing the exact car with the exact options and price we wanted on Cars.com, and the fact that it was listed as L/Certified pre-owned, we took the trip down to Lexus of Rockville Centre to check out the car. We are from Westchester County, so the 2+ hour trip down to Long Island is quite a journey but they supposedly had the car we wanted so we did not mind. We worked with Rigaud Simon as our salesperson and he was alright. However, things started to look really shady when Mr. Simon said that this particular RX350 was not actually an L/Certified vehicle, but was L/Certified ELIGIBLE. We took a look at this car in person before all of this and the car was fully being advertised as L/Certified - complete with the L/Certified stickers and L/Certified window sticker - in addition to being advertised online as an L/Certified car. We were quite displeased about this false advertising bait-and-switch scheme that had occurred. We’ve been to other Lexus dealerships before to check out other L/Certified Lexus cars, and this is absolutely unheard of. We were more dissatisfied to hear from Mr. Simon that in order for this car to actually be deemed an L/Certified car, we would have to pay an extra fee on top of the price. This fee is substantial enough to make the pricier RX inventory at our local Lexus dealership back in Westchester seem comparable, which completely defeats the purpose of us driving over two hours down to Rockville Centre. 2. Speaking of false advertising, the window sticker on the car was roughly put together. What I mean by this is that from the list of features they printed on the window sticker, there were some features that I knew for a fact that the car was not equipped with. Luckily I had already done enough research on the RX model to know what the different available options look like in person. It seems as whoever was in charge of prepping this vehicle for sale did a sloppy job with the window sticker, but it also seems as if they purposely did it to deceive to customers the true value of the car. For example, the window sticker listed that the car has the Mark Levinson sound system, when I know for a fact that it does not. To double check, I had to directly ask Lexus headquarters in order to obtain the accurate features/options list for this particular car. 3. During the paperwork in purchasing the car, we were told that the second remote key fob for the car was stored somewhere at the Service Department and that they were closed for the day, so they will mail out the second key fob to us the next day. After I had to call and text Mr. Simon to follow up on this matter, it took nearly a week for them to finally tell us that they had lost the second key fob. For a number of weeks afterwards with several phone calls being made, they insisted that they use a “trusted” locksmith partner who would come out to our home and car to provide and program the replacement key fob, which just did not happen at all as that locksmith company kept making excuse after excuse for not being ready to do the job. Several phone calls were made by us directly to this locksmith company, but empty promises were made because absolutely NOTHING ended up happening. After we’ve had it with this locksmith company, we spoke to Leo Kwan, the pre-owned sales manager at the dealership, who in initial conversations sounded like he would finally be the one to resolve this issue, but as luck would have it, Mr. Kwan did absolutely nothing and was the dealership employee who disappointed us the most. Ultimately, our phone call attempts to the dealership requesting to speak to Mr. Kwan ended up with excuses of him being unavailable and direct emails sent to his email address went ignored. We’ve left a number of messages with Molly Retinger to ask Mr. Kwan to give us a call back when he gets a chance, but we have not yet received a SINGLE call back from him. Please note that this is the MANAGER of pre-owned sales at this dealership - he ultimately is the one who screwed up by losing the second key in the first place and now he is the one who is ignoring and screwing my family and I over by making us take great efforts to try to get this issue resolved. It is absolutely unfair. It has been over FOUR MONTHS since we’ve purchased this car and they have not yet resolved this issue themselves. Lexus of Rockville Centre and Leo Kwan, you should be ashamed of yourselves. We made such a long trip out of our way to give you a chance and you guys dropped the ball. In the case of the key issue, we gave you FOUR MONTHS of chances and the matter was still left unresolved. I guess we were simply too nice to you guys, but after all of these chances, you guys do not deserve ANY mercy whatsoever. We have contacted the Lexus corporate headquarters regarding these issues we’ve had dealing with you and will make sure that this dealership receives the proper ramifications from our complaints that you all well deserve. More