Sewell Lexus of Dallas

My Lexus Experience In March 2013, I purchased a new ES350 from Sewell Lexus in Dallas. My reason for choosing this car is that I typically drive my cars for 8-10 years, In March 2013, I purchased a new ES350 from Sewell Lexus in Dallas. My reason for choosing this car is that I typically drive my cars for 8-10 years, and the utmost priority for me is reliability. I was assured by Sewell’s salesman, Maury Erbay, that I was buying the most reliable car on the road. He told me about a rare circumstance with another buyer who was unsatisfied with the maintenance history of his/her Lexus and how Sewell made it right. 6,569 miles, August 2013 Upon leaving the car at the airport for 4 days, the car was dead. Roadside assistance came to jump the car, and I drove the car to Sewell. It was Sewell’s opinion that nothing was wrong with the car. 15,442 miles, March 2014 Upon leaving the car at the airport for 5 days, the car was dead. A co-worker who had been traveling with me jumped my car. 22,101 miles, September 2014 Upon leaving the car at the airport for 4 days, the car was dead. A co-worker who had been traveling with me jumped my car. 27,452 miles, December 2014 Upon leaving the car at the airport for 5 days, the car was dead. A co-worker who had been traveling with me jumped my car. 33,808 miles, June 2015 Upon leaving the car at the airport for 4 days, the car was dead. Roadside assistance came to jump the car, and I drove the car to Sewell (exasperated by the complete unreliability of this car). I was told that Lexus has “just learned” of a problem with the Gateway ECU, and mine was replaced. The service representative told me that I had not been notified of the fix because it had “just been discovered, in fact subsequent to my last oil change at 30,000 miles”. I did some research on the internet and found that Lexus had identified the problem for other owners in 2014. I asked myself many times why there wasn’t a recall for this issue, but it appears that fixing an issue that causes its customers to be stranded isn’t a priority for Lexus. It is inconceivable to me that Sewell prides itself on service, yet they were aware of this problem and did nothing to fix it until I had been stranded again and brought the car to Sewell. Because of the multiple unnecessary drains on my battery, I insisted that the battery be replaced. Sewell resisted and finally agreed to the replacement only after a lengthy argument. 45,828 miles, April 2016 The car’s locking system failed, and the driver’s door actuator was replaced under warranty. 50,000 miles, July 2016 Warranty expires 50,200 miles, July 2016 Back seat begins to squeak loudly when no passengers are riding in the seat. 50,756 miles, August 2016 Air conditioning fails. Lights illuminate, but no sound from air conditioner is present, and no air came from the vents. As a courtesy, Sewell picked up the car but found nothing wrong with the air conditioner as it started for them. However, the fan was noisy and needed a new bearing which was replaced at no charge. 52,900 miles, November 2016 The car’s locking system fails again, and the passenger’s door actuator was replaced at my cost ($500 parts and labor). By now, it appears that the other two doors are likely to fail soon as the quality of the actuators in the Lexus ES 350 is poor. 53,400 miles, December 2016 A dull thumping noise quickly progresses from infrequent to extreme. While it sounds as if it is a suspension issue, the real issue is the sunroof rattling. This repair is projected to be a 3-4 hour repair job and is not covered under warranty. As is clear from the above, the car has been a maintenance nightmare. The reliability factor that was conveyed to me at the time of purchase has been completely non-existent. Never in my years of car ownership have I been stranded (and stranded multiple times) by any vehicle other than a Lexus. It appears that the maintenance issues are becoming more frequent. (One has to wonder when the last two door actuators will fail when two already have.) Upon discovery of the 52,900 mile problem, an email was sent to Sewell’s business manager (Cecily McClarin), Sewell’s service manager (Mason Kessner), and Sewell’s general manager (Dudley Haralson) expressing my level of unhappiness with the car and its track record of poor reliability. Based on the Sewell promise Maury made at the time of purchase of the car, I expected to hear from upper-level management at Sewell. Instead, I heard nothing from anyone. I am prematurely near the end of my Lexus journey (due to poor service and poor reliability) and am close to making a decision about which car I plan to buy next (clearly, not a Lexus). No one from Lexus demonstrated any effort to retain me as a customer by offering a trade on another Lexus at a discount in an effort to win me back. I leave as an unhappy customer determined to share my Lexus story with as many car owners as will listen. More

Don't go to this dealer The service advisor: 17787 Branden Luptowski had charged me $329.46 for pre buy inspection. Just inspection no repairing at all. You need to be aw The service advisor: 17787 Branden Luptowski had charged me $329.46 for pre buy inspection. Just inspection no repairing at all. You need to be aware from this advisor. I don't recommend them if you want to inspect your car. More

Service Departmet lacks customer service 3 to 4 different bad experiences with staff not listening to clients needs. Please know I'm not perfect either...! But you guys have to step up ur gam 3 to 4 different bad experiences with staff not listening to clients needs. Please know I'm not perfect either...! But you guys have to step up ur game...! You folks are dropping your Own BRAND by continuously not paying attention ( over and over ). More

customer service Craig was an excellent sales person, he the car ready and clean for test drive and the whole car buying experience was fantastic, I will surely Recomm Craig was an excellent sales person, he the car ready and clean for test drive and the whole car buying experience was fantastic, I will surely Recommend this dealership and Craig Gunnis for friendly service. More

Short-Lived Promise of Customer Service I purchased my car from Sewell in 2011, where I received outstanding service in the sales department. I know that people often leave reviews when thin I purchased my car from Sewell in 2011, where I received outstanding service in the sales department. I know that people often leave reviews when things go south, and I hate to be another person on that list. For so long I looked to Sewell as the benchmark for customer service, and they have since disappointed with their lack of helpfulness. I have been especially disappointed with the customer service in the service department. There have been multiple instances where I have spoken with unfriendly or unhelpful customer service representatives and left(or hung up the phone) without a solution to my problem. Sometimes I joke that I feel like I am on the phone with the cable company because it is so unproductive. My grandparents and parents have been customers of Sewell for over 30 years and plan to move their business. While Sewell prides itself on customer service at the time of purchase, it seems that promise is short lived. It appears that Sewell only values your patronage when you purchase a car. I spoke with someone at Park Place Lexus in Plano who went above and beyond to accommodate me. Even though it is 30 minutes north of my house. I would love to remain a loyal Sewell customer, and hope there is a solution. More

Rip-off experts. Lemmon Ave address proper for Lemon dealer I have two equally bad experiences - in 2010 I bought a used car to replace one that was totaled in an accident. I drove it for a bout a week and then I have two equally bad experiences - in 2010 I bought a used car to replace one that was totaled in an accident. I drove it for a bout a week and then the dashboard lite up. Took it to my Mechanic and he discovered multiple issues with the engine and other issues. Spent over $3000 over the next several months fixing it. This year I got an offer for a great deal and against my better judgment went in and stupidly fell for the sales pitch and again bought a used car from them. However this time around I had told them about my prior experience and they actually pulled up the old purchase and noted that this was why I had received the offer. After telling them my story about the old car and getting apologies and even confirmation that the dealer that sold me the original car had been fired from them, I was silly enough to consider buying another car form them. I believed them and rolled the dice again. I bought a used 2007 BMW X-5 from them, at over $17,000+. My first warning sign was when their own dealership would not finance the vehicle for their "best price". I already had my own financing so I went ahead anyways. After buying the car, I was driving it home only to notice on the drive home that the steering wheel was now stiffer than during the test drive prior to buying the car, and that the engine RPM was also a bit odd, and some cosmetic issues (AC vent caps were not held in place by anything). The following day my wife drove the car and noticed that the AC was now only blowing form the center vents and not at all from the side vents, despite any attempts to get them to work, and the check engine light popped on briefly. She took a picture on her phone and sent to me and due to my prior experience I immediately returned the car to them. They had a technician look at it, and after going through my list of concerns assured me that nothing was wrong with it. Even said they would give me that guarantee in writing. I never got the written guarantee. Skeptical I took it to a reputable shop and had them run a complete pre-purchase diagnostic for $120, something I had been too cheap to do prior to purchase as I honestly did not think they would sell a luxury car with that sort issue and put their reputation on the line. Boy was I wrong. He found a check engine light code and from what he could tell from the vehicles computer that code actually had tripped a few days before I completed the purchase, meaning they knew about it, and did not disclose it. I sent it back to them along with a full report of what the repair shop found during their inspection, and they claimed not to be aware of it, but said they would take it to a BMW dealership to check it out. They then called me back and asked me to pay half of a $1200 repair charge if it is fixed. Horrible dealership. Great personable people who act like they care but only want to stick you with whatever they can get away with. Be forewarned, and buy your car elsewhere if you are buying it used, these guys in my experience are total rip offs hiding behind the appearance of a respectable name. More

Dawn Betrus - amazing Dawn Betrus from Sewell - no other way to put it.....simply amazing. She was fast, reliable, knowledgeable, but most importantly honest. She's just Dawn Betrus from Sewell - no other way to put it.....simply amazing. She was fast, reliable, knowledgeable, but most importantly honest. She's just as beautiful on the inside as she was on the outside. Given she had been given so many awards one would think that she would be snooty or a good scam artist. That is far from the case with her. I originally went to Park Place and also did intensive research online to make sure I was getting a fair price. Being a woman, let alone a single mom -we are usually targeted as easy bait. I emailed her letting her know what I wanted. She immediately got back to me with a price no one could beat. There was no haggling at all! So I thought to myself, "I bet she is going to get me in the trade-in or the finance". She did not. She matched the trade-in price that Park Place gave beat them by 1k less plus gave me an interest rate (with no fees or penalties) that my bank could not beat. I took a stack of her cards to tell all my Lexus car owner friends. She has already one me and my family for life. Dawn Betrus -google her...I did:) More

Amazingly unresponsive Even though we've been loyal Sewell Buick/GMC customers for more than 10 years, Sewell Lexus has been amazingly unresponsive as we've tried to buy a c Even though we've been loyal Sewell Buick/GMC customers for more than 10 years, Sewell Lexus has been amazingly unresponsive as we've tried to buy a certified RX350. We've sat down, emailed or talked by phone with one salesperson after another and told them what we wanted. The lack of responsiveness is amazing and surprising. Examples: 1) Emailed David in the Spring and asked if we could rent an RX 350 for the weekend to see if we liked it. He never responded. 2) Sat down for 10 minutes one Saturday in July with Dylan and told him what we're looking for. Told him we'd be out of town for a week but to call us with something once we were back in town. One month has passed, and we've still heard nothing. 3) Emailed a young female salesperson a few weeks ago with what we're looking for. She did follow up with a phone call, where I repeated what I had written in the email. I then sent her an email a few days with a price inquiry and asked that she reply very soon because we were close to buying another car. Three days later, I've not heard a word from her. I think the issue is that they're hiring all of these fresh (Class of 2013 or 2014) college graduates who lack the aggressiveness and hunger of more seasoned salespeople. Sewell, we tried. More

Don't Buy Here At the end of November, 2013, I purchased a used BMW with 58k miles on it, for $15,999. 6 months and only 7k miles later, it went into the shop. Gu At the end of November, 2013, I purchased a used BMW with 58k miles on it, for $15,999. 6 months and only 7k miles later, it went into the shop. Guess what? It needs almost $10,000 in repairs with all kinds of problems. Classic BMW said there was no way that I could have done $10,000 worth of damage to my car within 6 months. I went to Sewell about it and my sales person was rude and now no one will return my emails or calls. They sold me a car in bad condition and lied about it. I WOULDN'T BUY FROM SEWELL LEXUS OF DALLAS. THEY ARE SCAM ARTISTS. More

I find myself gushing again. Each time I think I've praised Sewell Lexus enough, they do even more to drive loyalty and satisfaction. After so many cars from Sewell that I've los Each time I think I've praised Sewell Lexus enough, they do even more to drive loyalty and satisfaction. After so many cars from Sewell that I've lost count, we strayed and bought a Porsche Panamera and a Cayenne. While the cars were fun to drive, we both were extremely frustrated with service. Within a year of each purchase, we were both back in Lexus vehicles and experiencing the customer service that we so enjoy with Sewell. Maury Erbay has sold us every Lexus we've bought at Sewell, and he has never once let us down with pricing, service, and friendliness. I've recommended him to several friends and colleagues, and he's always treated them with the same high caliber of sales and service expertise. Last week, due to a hit-and-run driver who ran a red light, we had to put our beloved LS to rest. Sewell was the first place we called after the police. They sent a tow truck, delivered the car to their collision center, and kept us up to date on the evaluation process. After weighing our options, we wholesaled the car, took a cash settlement on insurance, and bought yet another car from Maury. We pick it up tomorrow! During this whole process, the team at Sewell (Collision, Sales, and Service) treated us as concerned family. While I'm praising, I have to put in several words for Mike Davis, our service consultant. He is always responsive, courteous to a fault, and works with us to ensure our service experience is top-notch. Finally, Alex Oger, technologist extraordinaire, who answers my most ridiculous questions, with a smile and a completely understandable answer. If only other companies had the approach to customer service excellence that Sewell has, I'd be happy! Customer for Life, Indeed!! More