Lexus of Greenwood Village

I have never had such a poor buying and service experience from a dealer in my life. A few months ago I came in looking to test drive a certified GX460. I made an appointment online and upon arrivi experience from a dealer in my life. A few months ago I came in looking to test drive a certified GX460. I made an appointment online and upon arriving met with Addie. We let her know we were also looking at the new 2021 Toyota 4Runner as they were similar in price. She then proceeded to tell us the 2021s for the 4Runners weren't in stock and the GXs were in high demand. I corrected her and told her actually after working with a few Toyota dealers they were landing in a matter of weeks. She pulled around the car and after giving it a once over determined that it had too much body damage. We did take it for a test drive as a final deciding factor between the Toyota and the Lexus. Upon returning we let her know that this was not the car for us and that we had decided a black exterior and a tan interior were out (what we had test driven). She kept suggesting other others after we told her no as they didn't meet the requirements (black exterior, tan interior and not certified). We let her know we were in the process of buying a house and weren't ready at this time. We also wanted to pay down our truck a little more. She then began to give us a hard time about how if we weren't paying if off why did we need to pay it down more. Ultimately she finally insinuated "don't come back unless you find the car you want and waste my time". I felt absolutely horrible about myself. I was "test driving" because I was trying to decide! My husband was upset she was telling us how to spend our money. Fast forward 2 months. I reached back out to Addie about a certified GX that seemed to tick all the boxes. I wanted to give her the benefit of the doubt as well as dreaded having her see me with another sales man. We made the 20ish min trek to the dealer where we made an appointment to see the vehicle. She had my personal number as well. When we arrived we were told the vehicle was out on another test drive by people who had walked into the dealership and "liked the way that one looked". We then waited for 20min for them to return. During that time she blew more smoke up our xxxxx and said that we couldn't finance through another lender as it could take 6 weeks for them to get their money (not true). We told her who we were financing with, an employee only credit union. She was like "oh we work with them and can quote them". No lady, you can't. Of course a manager came over and apologized that the car wasn't there but they had a strict "no hold" policy" Then why did I make an appointment? Show them another car. Somehow we made the deal. They had us take a picture with the car prior to meeting with finance and deal being done (suckering you in to thinking the car is yours). You'd think we would then go our separate ways right? Wrong. Addie knew nothing of the cars features, after a quick google I found I could remote start the car from my phone and fob. When trying to activate the car Lexus informed me that there had been a recall within a recall that was missed on a certified vehicle and that I would need to take it back into lexus. 3 Days later I was back at the dealership. After pulling up to service I waited in my car for a few minutes. No one came over, I then got out of the car and stood in the bay hoping someone would tell me what to do. This was my first time at a Lexus service center. 4 people walked by me and either ignored or made eye contact and kept walking. Finally I went up to the podem and asked what I should do. They apologized and finally someone helped me. I had told them on the phone what Lexus had said to me however I didn't know that the update would take 4 hours so had opted to wait. After 1hr and 45min and being told "just 15 more min" I went and found my check in person. He told me they were verifying the update and once Lexus gave them the go a head it would be a 4 hour update. I asked him why he didn't tell me this sooner and that I would have taken a loaner car an not wasted almost 2 hours in their waiting room. The remote start from the phone still didn't work when I picked up the car the following morning. They suggested it could just a few more hours. After lunch I finally called Lexus myself and found out that a tech specialist would then need to enter a code into the car and that I needed to go back to the dealership. Please note that I haven't even owned the car for a week. I finally called the dealership letting them know how dissatisfied I had been with the entire experience. I was directed to Jared, a sales manager. I told him what had happened. He said he would have service come out and "look at the car" and take it back to the dealership if they couldn't fix it. 3 hours later I heard nothing so called him back. He said he would walk over and have them call me. 2 hours later at almost 6pm I was told they would have someone come out tomorrow. Fast forward to today, they have told me they can't make it out tomorrow. This experience will be posted to all review channels for this dealership. I expected better of a Lexus dealer. More

We arranged to meet in CastleRock - the sales guy was an hour and 15 minutes late. The vehicle was FILTHY inside and out... when my wife took it home and started cleaning it up... she discovered 3 cigarette hour and 15 minutes late. The vehicle was FILTHY inside and out... when my wife took it home and started cleaning it up... she discovered 3 cigarette burns in this "one-owner" "non-smoker" car.. complete misrepresentation... that is just the start. We will never set foot in Kuni Lexus ever again. They don't deserve to be Lexus dealers. More like Crazy Herman. Worst car buying experience... ever. More

I received excellent customer service during the purchase of my brand new Lexus. I love it and glad to be part of the Lexus family! of my brand new Lexus. I love it and glad to be part of the Lexus family! More