New Country Lexus of Westport

First time Lexus owner At the used car dealership I spoke with the salesman Kwesi Osafo. He was extremely knowledgeable about the Lexus we purchased. He walked us throug At the used car dealership I spoke with the salesman Kwesi Osafo. He was extremely knowledgeable about the Lexus we purchased. He walked us through every step seamlessly. I want to thank Lexus for employing such a professional, knowledgeable, and courteous salesman. Such a pleasure Thank you Cynthia Navarro More

Great service Yulisa Rodriguez is very helpful and has great service she helped me with this whole process and made everything seem 10 times easier and faster Yulisa Rodriguez is very helpful and has great service she helped me with this whole process and made everything seem 10 times easier and faster More

Great Service We needed a new passenger side mirror and our 5K service. Jason in service was very helpful as he always is. He was courteous and friendly and a rea We needed a new passenger side mirror and our 5K service. Jason in service was very helpful as he always is. He was courteous and friendly and a real pleasure to deal with. Also - we could have taken this to the insurance recommended shop but because your excellent and consistent service we didn't even think twice about having Jason and your group handling it. Thanks again. More

Started out well... didn't end that way. I have purchased a handful of cars in my lifetime. Previously, I had purchased 2 of them long distance. This would be my third internet purchase. I I have purchased a handful of cars in my lifetime. Previously, I had purchased 2 of them long distance. This would be my third internet purchase. I am comfortable with the process but leary of some dealerships bait and switch methods. This dealerships policy of "no haggle pricing" was a disappointment to me (I like to negotiate), but I understand the concept and found their pricing point to be very reasonable. This is why it was worth it for me to drive 3 hours, one way, to purchase this car. Kwesi presented himself very professionally and although my nature is to be pessimistic, he "wanted to earn my business". Ultimately, he did and we found each other to be very upfront and honest. I had a virtual walk through, we agreed upon my trade and we set the date (over a week and half later) to pick up my pre-owned 2016 RX350. I was told that the transaction should take 1 1/2 to 2 hrs since we weren't financing. We arrived at 12:30 with the intention to get back on the road by 2:30/3PM latest to try to avoid rush hour traffice back thru NY. Cut to the day of pick up, I saw and drove the car. A part of the front bumper that meets with the grill was off killter as compared to the other side. I questioned this and he said he'd have the shop look at it. I was disappointed in the cleanliness of the vehicle (crud in crevices that my fingernail could wipe off), the pleather fabric in the rear car rest appeared to have been replaced and was not properly tucked in on all sides, as well as it just didn't look properly cleaned and detailed. In addition, the condition of the paint. It just didn't seem as if much was done, in advance, to buff out the visible scratches. When I pointed them out, Kwesi wanted to "make me happy: and he would have the detail department address them as well as cleaning the areas inside the car that were not. He informed me that there was only one key for the car and we'd have to go to their other shop, where they'll address the cosmetic issues, and also make the key. We could only leave for that location AFTER we had completed the transaction with Finance-which went relatively quickly despite that fact that I (like an idiot) forgot the title to my trade. Luckily my son (at home) was able to find it and fax a copy;which we followed up with sending the original the next day and was grateful they would work with me thru my mistake. Kwesi wanted to make the detailing of the car "right", but time was ticking away So we head over, to the other location at 3PM.. the start of rush hour and well after we were supposed to be on the road home. Once there, while we were waiting, I asked to see the 161 point inspection report. At each previous Lexus purchase, every time, I was shown AND given a copy of the famous "certfiied pre-owed Lexus inspection" report. What Kwesi went and found was not an official inspection checklist, but did show me what appeared to be a service report. This report noted "front bumper swapped out". I questioned this, especially in light of the issue I had noted on the bumper area. I also notice that the car was supposed to have a cargo net, and there was no net in the car. Kwesi says he'll check on it and is gone for a while and comes back to tell me that the car was priced "that way due to the condition of the car" and that there is "nothing further they can do". What? I was never informed that there was any such 'condition' before purchase. In that moment I felt I was being duped. What happened to the bumper? No damage was reported on the car fax?... did they not report it? (It was a lease, did the leasee return it and they didn't report the damage to keep the carfax clean?) I'll never know. Now I will admit I probably would have bought the car anyway, it was VERY well priced. But that should not have prohibited them from disclosing all the details in good faith. It made me suspicious of what else might be 'wrong' that was not disclosed. At that point, I felt I Kwesi had had enough of me. It was palpable. My husband noticed it. Please note that Kwesi was NEVER rude, but we could tell he was done with me. I was picky. However, I think I'm allowed to be picky. This is an expensive car to me and I believe a Lexus dealership should be providing me a clean, properly detailed preowned vehicle Free of all scratches? No, of course not, but ones they can get out with a simple buffing? Yes!. He wanted to make me happy... but I also felt that he wanted me out of there. Heck, I wanted out of there! Second key finally gets handed to me, Kwesi tells me the cargo net is installed and we are set to go. By the time all was said and done, we finally left at 5PM. I was at the dealership for 5 hours! 5 HOURS and they knew over a week and half in advance I was coming on that day, at that time, to pick up the car... from out of state... a 6 hour drive round trip!. Why wasn't the 2nd key made ahead of time? Why wasn't the car gone over and doubled check for cleanliness, inside and out ahead of time? I mean this is a LEXUS right? Don't they want to provide exceptional vehicles with high quality delivery service? As a side note, after all this, on the way home we STILLl saw crud we had pointed out in the crevices on the center armrest/console area that my husband was able to scrape out with his finger nail, so clearly they could have cleaned it if they had tried. Then later, at a stop light down the street we saw that the arm rest fabric was never tucked in/fixed!?! The ironic thinig about this whole experience, is shortly before we were done with finance I asked for the Manager. I wanted to talk to him to express my satisfaction with Kwesi, and the whole process; by that point. I had told my husband, again at that point, this was the best car buying experience I had ever had - simple and hassle free. I was told he wasn't in, but was given his card. So the next day, after all this, I wrote the manager of the dealership. I expressed all of these details. He wrote back, apologized for their missing the mark, and said that he would be talking to everyone and have Kwesi contact me the next day and provide me with a copy of that inspection report. I never heard another word from anyone to this very moment. Makes me wonder what really happened to my car and that bumper? Just gives me pause about the whole thing. *I didn't want to write a bad review, but was so dismayed when no one followed up with me after I took the time to write them and tried get them to address my concerns directly. Had they folllowed thru I would have given them the benefit of the doubt. But the ball has been dropped and I felt I had to relay my experience to potential customers.* Finally, funny thing (or maybe not so funny), I am now working with local detailers on getting a PPF for the car, a ceramic coating as well as the through detailing it should have had. (FYI: I wiped the leather seats down with a leather cleaner and all kinds of dark crud came off on the rag! ) I've had multiple detailers tell me, sadly, that this is not the first time they have had complaints of the condition of preowned cars purchased out of state. Seems as if it's common that the dealers realize that if you are unhappy with the condition of the vehicle upon pickup, knowing you are out of state makes is highly unlikely you are going to come back to get it addressed, or have the time for them to take care of it... so essentially they get away with putting as little work into the car as possible! I dont 'know for sure if that was New Country of Westport's intention, or simply lack of attention to detail (neither of which is a good thing)! What I can tell you that when they did work on the scratches that I pointed out, they came out! So why hadn't this been done in the first place? BEFORE I pointed it out and had to wait hours for this to be addressed? Very frustrating! What started out as possibly THE best experience I have ever had at a dealership - ended up being far, far from that and it's a shame. It had SO much potential had they just crossed their T's and dotted their I's. That old saying... It's ALL in the details; rings true here. Something I believe most Lexus owners can appreciate and will notice the lack of at this dealership. More

Smooth Transaction We found our car online and drove 4 hours to pick it up. The team at New Country was great. We arrived at 10 am for our test drive and were drove aw We found our car online and drove 4 hours to pick it up. The team at New Country was great. We arrived at 10 am for our test drive and were drove away with our financing in place and our new car within a couple of hours. This is our second Lexus and the interaction with the first dealership and now this dealership has cemented in my opinion that Lexus takes it's customer service seriously. Both experiences were very positive. I have even received follow up calls from our salesman Dondre to make sure we were satisfied with the vehicle. Thanks everyone at New Country for making this a smooth transaction. More

Great Experience with our dealer We had a positive experience with our salesman Michal Moczulski at the Fairfield and Westport Lexus dealership. Michal was patient, professional and We had a positive experience with our salesman Michal Moczulski at the Fairfield and Westport Lexus dealership. Michal was patient, professional and personable. He answered all our questions and didn’t rush us. He made the process fast and easy. I I highly recommend this dealership and would assure any one that works with Michal they would be pleased Joe In finance was very knowledgeable and helpful too. More

Simply amazing The Lexus dealership of Westport and Fairfield is simply amazing . They are very welcoming, with a great smile. Best branches are very knowledgeable a The Lexus dealership of Westport and Fairfield is simply amazing . They are very welcoming, with a great smile. Best branches are very knowledgeable about their inventory. I would recommend both branches to other customers More

Seamless experience The team at Lexus of Westport, and especially Marcello, made the whole process easy. Highly service-oriented and not pushy, Marcello was a pleasure to The team at Lexus of Westport, and especially Marcello, made the whole process easy. Highly service-oriented and not pushy, Marcello was a pleasure to deal with. I was offered an early return on a lease with a good deal on a new model. They made it seamless and quick. Great experience, good people. No reason to go anywhere else for a Lexus. More

Service appointment Brought car in for maintenance service and to figure out a reoccurring problem. Jason was very helpful, answered all my questions and the service team Brought car in for maintenance service and to figure out a reoccurring problem. Jason was very helpful, answered all my questions and the service team was able to figure out and order the correct part to fix the problem. Although we decided to think about the repair, Anthony from the collision center was helpful and answered all my questions about the estimate I received. Definitely recommend this service department More

Helpful and stress free Dondre was very helpful. Dondre was responsive but not overly pushy, and showed me all of the options that I was looking for. A great experience overa Dondre was very helpful. Dondre was responsive but not overly pushy, and showed me all of the options that I was looking for. A great experience overall! The business end of it was smooth and painless as well. More