Lexus of Manchester

Great Car, Terrible Customer Service & Management I am giving this dealership 2 stars instead of 1 only because I do like the car I bought. This is the 6th car I have leased and purchased in my life, I am giving this dealership 2 stars instead of 1 only because I do like the car I bought. This is the 6th car I have leased and purchased in my life, and I can say this was hands-down the worst car buying experience I have ever had. During our first trip to the dealership on a slow, rainy Sunday, the process of test driving 4 cars dragged out for 4+ hours. I told the Sales Consultant my price range, and he failed to show me any cars that matched my criteria until I told him I was going to head out for the day and then a car that matched my budget and "wish list" ever so magically appeared from the garage. Funny how that happens. We negotiated with Nigel the Sales Manager, who was smarmy, condescending and essentially berated me into accepting the sticker price for the vehicle, then told me he would not be able to do ANY additional work buff out the scratches, etc. because I was getting such a great deal. Ok, Nigel. I almost (and wish I had have) walked out on the spot, however I did really like the car. Our Sales Consultant told us we "had to": come back within 48 hours because they were giving us the car at such a great deal (even though I paid sticker price), so I made an appt. within that time period. I had to call and email 5 times to reach someone, and my actual Consultant never called me back until I was transferred to a Manager who then had him return my calls, in order to confirm the appt and find out what I would need to bring to purchase the car. I was told just to "bring my checkbook," really helpful. One would think if you are trying to close a sale, you might return the customer's calls. We arrived for our 4:30 appt and were told it would "just be a few minutes," then sat in a variety of offices in the dealership until 7:15, when I finally told them we absolutely needed to leave for dinner reservations. During this 3 hour period, we were left sitting alone and told "5 more minutes" by pretty much everyone in the dealership. Hard to understand when you are paying $30k for a new item and have MADE AN APPT why it would take 3 hours to finalize the sale. Very puzzling. I work full time, and had to take a half day to make the drive and appt per the Sales Consultants' insistence. When I expressed displeasure at being kept waiting so long, I was told by our 2nd Sales Consultant that it was my fault for "being on my phone" (which I ONLY was when I was left sitting alone in the various rooms of the dealership) and that it was their "end of the month" so apparently that is the day they treat their customers like crap. Anyways, I would definitely suggest going to another dealership over this one. Lexus makes a beautiful car, however they are many other places where you can purchase one where they don't torment you along the way. More

No way I would go back Twice in 2 years Nigel tried to hose me on a trade in with his long list of excuses. Typical good cop-bad cop routine. Offered 3 thousand less than th Twice in 2 years Nigel tried to hose me on a trade in with his long list of excuses. Typical good cop-bad cop routine. Offered 3 thousand less than the next dealer. More

Great Price, Friendly Service. We recently purchases a used vehicle from IRA Lexus of Manchester. The price was aggressive, as was their pricing on the vehicle. I appreciated the no We recently purchases a used vehicle from IRA Lexus of Manchester. The price was aggressive, as was their pricing on the vehicle. I appreciated the no-nonsense negotiating that took place with Ed over the phone, a fair price was reached in a matter of minutes. There were a few hiccups during the transaction; a few lines were left off of the paperwork that was required me to make a couple of trips to register it, our deposit was not promptly refunded, and then when it was they accidentally double billed us. Both of these were small issues and the Dealer worked very hard to resolve them quickly for us making them a moot point. All told we are very happy with our vehicle and the dealership. More

pleased with service Had an issue with a sensor light on dash not turning off when other service facilities tried to fix. Finally called the dealer. I hadn't used them sin Had an issue with a sensor light on dash not turning off when other service facilities tried to fix. Finally called the dealer. I hadn't used them since moving to NH, but even after the 2 hour drive I will continue to use them again. More

Finest Vehicle I've Ever Owned When I arrived at the IRA Lexus Dealership in Manchester, I knew that I liked the Cadillac SRX (having driven one for several hundred miles), but I di When I arrived at the IRA Lexus Dealership in Manchester, I knew that I liked the Cadillac SRX (having driven one for several hundred miles), but I discovered that its towing capacity was limited to 2500 lbs. That capacity doesn’t meet my needs. Mohamed El Naghia met me outside the facility (on what was a cold day). I asked him what does Lexus offer as a competitive product to the Cadillac SRX. His answer was the RX 350. He showed me one of the used RX 350 in the front lot. I was not interested in purchasing a vehicle at this time, rather I had many questions concerning purchasing options – such as lease vs. buy, trade-in options for leases, payments, new, used, etc. Mohamed and his sale team spent a lot of time helping me understand my options, and consequently I decide to purchase a 2013 RX 350 that was on the lot. There were many body imperfections (scratches and swirls) on the exterior and a few on the interior. Most of the imperfections on the inside and virtually all on the outside have been resolved. If you saw the vehicle now, you would think it’s new. I extended the warranty period one year beyond the Lexus Certification. I asked IRA Lexus Service to install a towing hitch, but I had some unique requirements for the hitch. The Parts department was very creative in finding the perfection solution to my problem. Service did an excellent job installing the hitch. Service refinished the driver side door, resulting in a vehicle that exceeds Lexus Certification specifications. I found the staff at IRA Lexus Dealership to be professional, courteous, and very helpful. They helped me decide what to purchase, when to purchase, and help understand all the features that a RX 350 offers – no easy task. The RX 350 is by far the finest vehicle that I’ve ever owned. More

2014 RX 350 SUV with a bad transmission A few weeks ago my wife purchased a brand new 22014 RX 350. Little did she know that her new car experience will turn into a nightmare. My wife drove A few weeks ago my wife purchased a brand new 22014 RX 350. Little did she know that her new car experience will turn into a nightmare. My wife drove the car around the dealership for about 5 miles, she was excited about the new Lexus went and purchased the car over phone. She went back the next day to finish the paperwork and pick up the car (the car had 45 miles when she drove it out of the dealer lot). She drove the vehicle home late Friday evening, when she got home she told me that something is not right about this car. She described the problem as vibration when the vehicle goes up to certain speed. I drove the car to figure out what she is talking about and it vibration happens when it shifts to a higher gear. She called the dealer and made an appointment to get it checked out. The dealer called California and went through a series of tests and procedures (i.e. drain the transmission fluid without success). The service manager gave us a call and said they ordered a new transmission and the car will be ready a week later. WHAT!!!! Update on 5/5/2014: Just to keep everyone up-to-date on this issue: Lexus corporate headquarter gave me a call today to ensure that the issues I raised have been addressed and that all is well with the new transmission. They are also try to do well by me. I was also happy to hear from the GM of the IRA Lexus Bedford NH. He wanted to make sure the vehicle is operating 100%. And if I had any issues to call him directly at his number. The service department handled the transmission replacement very professorially and kept me posted on the progress. More

I Purchased a vehicle Ira Lexus of Manchester wanted March 8, 2014. I found the vehicle on Autotrader and requested information about the car. I ended up working with Samantha Sula. when Samantha and I March 8, 2014. I found the vehicle on Autotrader and requested information about the car. I ended up working with Samantha Sula. when Samantha and I spoke via phone and by email I specifically informed Ms. Sula that I lived in North Carolina and would be flying in to purchase the vehicle. Therefore detailed pictures were requested. Ms. Sula sent pictures via email but they didn't have enough detail so I asked if she could send more. Ms. Sula sent more and also informed me that more pictures were posted on their website. I liked what I saw so I placed a $500 deposit to hold your vehicle; as requested by Ms. Sula. I flew into the Boston Airport and took a 1.5 hr shuttle to Manchester; Ms. Sula picked me up from this location. We arrive at the dealership and to this point everyone is pleasant. Ms. Sula took me to see the vehicle and at a glance it looked ok. We then proceeded to her office to discuss, get documents signed. In the process Ms.Sula had to excuse herself to finish up another deal. While waiting I went back to the car to examine more. I noticed some interior imperfections and a 24+ inch scratch on the rear passanger side of the car; close up pictures were taken of the car and sent to me but this imperfection was not there. It looked as if someone opened a door to wide and damaged the vehicle. Once Ms. Sula and I rejoined I mentioned this and she went to examine the vehicle. She identified the scratch the interior imperfections on both rear door interior panels and the "frankinstein stitch" (words I use to describe the imperfection) on the driver side door pocket. The driver seat was worn but the pictures that were sent to me does not reveal the imperfection. Ms. Sula took my concerns to a manger. They offered me $300 to have the scratch removed and the front drivers door pocket fixed. I did not think that this would be enough to cover expenses. Ms. Sula informed me that this cost was based on their prices; not taking into consideration that I didnt live in New Hampshire and it could be different in NC. So I asked if we could agree for me to take the vehicle to the Lexus dealership in NC and they estimate the repairs and they pay them directly; her manages disagreed. So I contacted a relative that owns a body shop and he quoted me $250/per panel and NC lexus gave me a price based off past experience of $150+ to fix the door pocket; they wouldn't agree at alk to fix the imperfections on the back seat interior panels. So I asked for $700 to cover cost; management again disagreed. So they started that the shop would be open on Monday but I couldnt stay until Monday. Further I have an email specifically asking for details regarding this vehicle and for some reason this was left out. They didn't offer me hotel stay until Monday or nothing. Ed Stockel, General Manager, found someone to buff the area containing the scratches and advised me that he would not sign anything stating that the scratches would not reappear and he took back the offer to fix the driver front pocket; he stated that he didn't know anything about the door panel and the other imperfections on the backseat panels. I asked Mr. Stockel how did this car get certified? Its not like new, which is one of the perks for purchasing a certified vehicle. Ms. Sula apologized and stated that she would understand if I didnt purchase the car; further we can "shake hands" and part ways. Not offering me a refund for being mislead or even a ride; be mindful I flew in and took a shuttle to get there. Another flight wasnt available from the NH airport until next day. Their attitudes lead me to believe they knew the condition of the vehicle and they knew that I had NO way back without transportation. Therefore it was no room for negotiating the imperfections that were intentionally left out. So I signed the papers and they acknowledged that they owed me a cargo net that I have not received. I contacted Ms. Sula via email w/ read & delivery receipt and she has not responded. David Gerardi closed the deal. No one ever took me out on a test drive; didnt even offer. However, Ms. Sula did offer to explain the manual and I declined; I had just sold the same car and was familiar w/ the upgrades. Mr. Stockel nor Mr. Geradi shook my had at the close of the deal nor did they see on my way nor apologize the all the confusion. Ms. Sula did try to make peace and I told her that I would be contacting someone regarding my treatment and the fact that I was mislead and uninformed of the true nature of the car. The scratch came back and Mr. Stockel said it wouldn't but I knew he was being untruthful when he denied putting it in writing. I will provide pictures and emails of what they sent me and the unedited pictures that i took; the vehicles interior looking totally different from the pictures that they sent. I would like for them to fix the imperfections since I was not allowed to see prior to the purchase and was unaware. Please help if at all possible. Thanks More

I have been dealing with Ira Lexus/Lexus of Manchester and Doug Clifford for over 12 years. This is my fifth RX 350. I guess maybe you could say that this vehicle could sell itself--at least to me. How and Doug Clifford for over 12 years. This is my fifth RX 350. I guess maybe you could say that this vehicle could sell itself--at least to me. However, what initially made this my car of choice was Doug Clifford. He's not your "average salesman". From day one, he has never been pushy or over bearing. There were never any surprises during or after the sale. Doug has the patience of a saint. Being electronically challenged, I'm sure that I have tried his patience! No question is too foolish. No task is too silly. All phone calls are returned. I can't imagine buying a vehicle from anyone else. More

We have leased four Lexus RX 350s over the years. Three of these were leased from Ira Lexus of Manchester. There is a reason we drive four hours from Vermont to Ira Lexus: superb service! Joe Cardello of these were leased from Ira Lexus of Manchester. There is a reason we drive four hours from Vermont to Ira Lexus: superb service! Joe Cardello did everything he possibly could to insure that our leasing experience was pleasurable and that the outcome was to our satisfaction. He makes us feel like family and we are proud to be in the Lexus family. Joe is our "go-to" guy for Lexus leasing and we hope he will remain so for many years to come. There is no one better. We were gratified that Joe introduced us to Ed Stockel and Nigel Long, who were both considerate and instrumental in providing us with assistance in achieving our goals. The RX 350 is quite simply a sensational automobile and we drove it home because of a sensational team. Kenneth and Lisa Kimmins More

Awesome, grade A+ service. In the past I have owned Mercedes, BMW's and Porches the service was just fine. But the service at Ira of Manchester/Bedford is amazing . The staff is both friendly and profe Mercedes, BMW's and Porches the service was just fine. But the service at Ira of Manchester/Bedford is amazing . The staff is both friendly and professional. In these tough economic times, I have to say, as far as Luxury goes; Lexus is the best bang for your buck and Ira's service is second to none. More