Sheehy Lexus of Annapolis

Sheehy Lexus of Annapolis responded

Thank you so much Tawana!

Sheehy Lexus of Annapolis responded

Thank so much! We are so glad to hear you had such a great experience!

Sheehy Lexus of Annapolis responded

Thank so much! We are so glad to hear you had such a great experience!

Sheehy Lexus of Annapolis responded

Thank so much! We are so glad to hear you had such a great experience!

Sheehy Lexus of Annapolis responded

Mr. Dillon, Thank you again for bringing this to our attention. We sincerely apologize for any confusion or frustration you experienced. After looking into this further, we want to clarify that the cup holder piece in question is designed to simply slip into place, requiring no assembly or installation by a technician. Our service advisor offered to mail the piece directly to your home in an effort to save you an unnecessary trip to the dealership—not to suggest that you needed to handle it yourself. We’re truly sorry if this was miscommunicated and made you feel unsupported. That was never our intention. We’d be more than happy to install the piece for you at your convenience. Please feel free to stop by anytime, or reach out to our Service Director, Matt Moylan. We appreciate your feedback and the opportunity to make this right.

Dyan responded

Hello Thank you for your response. However, I must make it clear that when paying for a service, it is not my concern how to perform that service. My primary concern is that the dealership failed to properly assemble the car when I brought it in for service. It is the dealership’s responsibility to address this oversight and ensure that the piece is correctly reinstalled without me having to take any further action. As a customer, I should not be in the position of explaining to Lexus how your team should perform their duties. After paying for a service, I have every right to expect that my vehicle is returned to me in the same, if not better, condition than when I dropped it off. The responsibility for reassembling parts that were either missed or improperly assembled by the dealership should fall squarely on the dealership, not on me. You mentioned that your service advisor offered to mail the piece to my home in an effort to save me a trip to the dealership, which I appreciate. However, what was not communicated clearly was the expectation that I should handle the installation myself. Words have meaning, and it was implied that I, as the customer, would be expected to take on a task that the dealership had already agreed to handle. After providing my feedback in the survey, I am encouraged to see that you are willing to address the issue and correct it. However, at this point, it is safe to say that Lexus of Annapolis has yet to demonstrate the professionalism required to properly manage customer concerns or take responsibility when your team makes a mistake with a customer’s vehicle. Unfortunately, it seems that in order to get anyone at Lexus to truly understand the issue or take appropriate action, you are left with no choice but to escalate the matter publicly. I trust that anyone reading this will understand that Lexus of Annapolis expects to collect your money and then expects you to do the work you paid for.

Sheehy Lexus of Annapolis responded

Thank you!

Sheehy Lexus of Annapolis responded

DM-Dobbs, thank you for taking the time to leave a review for us at Sheehy Lexus of Annapolis. We're happy we could meet your expectations! Our team strives to deliver an excellent experience, and are glad you found this to be the case during your visit. If you have further needs or questions, please reach out!