Sheehy Lexus of Richmond

This review is strictly written on my experience with the Sales Manager Shawn Gusti. I began my search for a pre-owned Lexus IS250 AWD. I had looked at several cars ranging from PA, MD, and VA. I had finally Sales Manager Shawn Gusti. I began my search for a pre-owned Lexus IS250 AWD. I had looked at several cars ranging from PA, MD, and VA. I had finally narrowed my search down between three cars (two of them being at Lexus of Richmond). Because I live over 2 hours away from the dealership, I had MANY phone conversations and did most of the negotiating over the phone (sight of the cars unknown) due to the fact that I didn't want to waste my time traveling the distance if we were not going to be able to work a deal. After these many conversations, and two very long trips to Richmond, I finally made a purchase. A 2008 IS250 with 20k miles. Because I live so far away, and my husband works til' 6pm, we purchased the vehicle in the dark. I will admit that my experience with my salesman was not very pleasant and had it not been for Shawn, I wouldn't have purchased the vehicle. During the whole process my husband kept reminding me that I was buying the car....not the salesman. So, to sum it up...Shawn was helpful, apologetic, stayed almost 2 hours late that night, and did everything within his power to make the buying process smooth. The next day after purchasing the vehicle I went out to inspect my new ride in the daylight. It was then that I found some issues that may seem minor to others...but were a pretty big deal to me. When spending the amount of money that I did on a pre owned vehicle with only 20k miles, I expected it to be as close to new as possible. Immediately, I called Shawn on the phone and expressed my concern. Shawn gave me the option to either return the car and void the sell, or to bring it back and assured me that he'd fix everything wrong with it. I went with option B and decided to keep the vehicle and took Shawn's word that the issues would be fixed. And that's exactly what happened. I returned my car back to Shawn a week later to be fixed. It took a few days..which was fine because Shawn set me up in a loaner vehicle that was SUPER nice to compensate for the time without my car. My car was fixed in a timely fashion, and everything was done right. My car now meets my expectations and looks brand new. The service department/body shop did an awesome job. Shawn has went above and beyond what any dealership has ever done for me in the past, he has treated me like family, he's called to check in to see how everything is going with the car, and ultimately has shown me the TRUE "Lexus experience". I am very thankful to have had the pleasure of working with Shawn. More

My wife has driven Mercedes for 18 years. A friend of hers in NC recently purchased an RX350 and recommended that she consider it. I had met Carla some years ago at the dealership and so asked for her o hers in NC recently purchased an RX350 and recommended that she consider it. I had met Carla some years ago at the dealership and so asked for her one Saturday evening. She greeted me like an old friend and stayed late to have all the information needed to take back for consideration. Through the entire sales process over the next few days, she was responsive, knowledgeable and patient. Carla explained the current Lexus program offers and provided a variety of financing and leasing options. She worked hard with us and her managers to get a competitive haggle free offer as well as fair value for our trade-in. At closing, we found David to be very thorough and able to answer all questions regarding the dealer provided options that are available. We purchased the RX450h, have heard great reviews on their service department and look forward to having the scheduled maintenance handled by them. We would definitely recommend Lexus of Richmond to anyone considering the iine. More

Went to purchase a used is250, had a check in hand already (they did not know) but being that I couldn't even get out of my own car and gather my belongings before being bombarded by a sales rep I hav already (they did not know) but being that I couldn't even get out of my own car and gather my belongings before being bombarded by a sales rep I have to say it was a bad experience. The rep, Rick, was seemingly aloof and not very respectful. Maybe it's because he doesn't like women??? I ended up leaving after he continually ran over me in conversation and kept insisting that I was wrong for trying to negotiate a better price after seeing the car in person (originally saw it online and it appeared flawless). Now I never told anyone I would be coming to the dealership to purchase it and never negotiated with anyone over the price. So how am I wrong to negotiate once I actually inspect the car and find out that cosmetically its not as advertised. I'm now put off by this whole experience and will be shopping elsewhere for my luxury sedan. More

The sales process was great. Rusty went above and beyond to source the car we wanted. The dealership was able to get one out of another territory that was just what we wanted. Rusty was also very knowledg to source the car we wanted. The dealership was able to get one out of another territory that was just what we wanted. Rusty was also very knowledgable on the vehicle features and provided great orientation instructions on how to operate the vehicle and all the electronics. The payment process was a huge let down! As customary at dealerships, the payment is handled by someone from the finance department. I had to sit through a rushed presentation on additional protection packages for the new vehicle. I wanted an extended warranty and the front end film protection. The finance gentleman was unfamiliar with any of the options available for service agreements other than the 5 years/100,000 miles platinum level. I had to push him to provide me information on a longer coverage time. I was not provided a listing of the various packages available. When I purchased a new Toyota, I was shown a pricing selection chart with all the durations and mileages for me to make an educated decision. Then, it took him 4 attempts to get a correct bill of sale printed from their system. I had ordered the paint protection film package and he "scheduled" me to have it installed first thing the following Friday. However, I was contacted by the service department on Thursday to schedule the work, they told me they were responding to the finance gentleman's email telling them I had purchsed a windshield Crystal Vision protection! My name is improperly documented on the dealership papers. All the Lexus communications come addressed to my father's name, not mine. It is correct on the legal documents. I guess if you don't conform to their computer template you are out of luck. It was the worst closing experience I have ever had. Having purchased 2 new vehicles and 2 used vheicles in the past 9 months, I am familiar with the process. With it being a cash deal, this should have been a simple 10 minute process. It took over 45 minutes! I contacted Rusty to express my concerns and he passed the information on the their Finance Manager. I am still waiting to get in touch with the Finace Department manager to go over my disatisfaction. The Finance Manager has left messages on our home phone; but, doesn't answer the office phone when I try to call. More

This is by far the best Lexus Dealership in the Tidewater area. Our recent buying experience was wonderful. Rusty Miller (Sales Rep) takes the time to understand your needs and then works very hard as your a area. Our recent buying experience was wonderful. Rusty Miller (Sales Rep) takes the time to understand your needs and then works very hard as your advocate to locate the vehicle you want matched to your exact specifications (color and options). Rusty acts as the quarterback and makes the entire buying experience easy and pleasant. Lenore Parker, the Finance Director, does most of the financial work for you before you even meet with her to complete the transaction. She takes the time to answer any questions and cuts through the fog of the paperwork in an effecient and understandable way. The Service Department is top notch. They never try to sell you a service you don't need - unlike the other Lexus Dealer on the Peninsula. Pricing is very competitive on new car sales and the dealership Service prices are the best in the area. Dale Farley and Stewart Broyles are two standouts. Lexus of Richmond operates as a team and they do so very effectively. This dealership goes "above and beyond" and represents a real value given the level of service that they provide. I highly recommend Lexus of Richmond if you are considering a Lexus vehicle. More

We have purchased 6 cars in the last 11 years, and we haven't been disappointed yet. Their Service Department is the BEST!! This dealership has an attitude of always striving to be the best, and it sho haven't been disappointed yet. Their Service Department is the BEST!! This dealership has an attitude of always striving to be the best, and it shows. More

Have bought 3 vehicles from this dealership starting in 2008 when we moved to Va. Of all the dealerships I have patronized over the last 40 years Lexus of Richmond is heads and shoulders above the rest--co 2008 when we moved to Va. Of all the dealerships I have patronized over the last 40 years Lexus of Richmond is heads and shoulders above the rest--couldn't be treated better! More

We went to Richmond for a weekend trip, stopped by the Lexus dealer to ask about trading out ES350. This was our first to this dealership, and when we met Willie, we felt very comfortable with working on Lexus dealer to ask about trading out ES350. This was our first to this dealership, and when we met Willie, we felt very comfortable with working on a trade. We talked on Friday afternoon, and then came back on Saturday morning. Even though we arrived before the dealership was open, a very nice salesman let us in to wait(It was 35 degrees). I have purchased over 15 cars over the past 20 years, and this was the most relaxed and comfortable my wife and I have ever been. There was no pressure to buy, no pushing to purchase extra's, and no back and forth haggling. I recommend this dealership to anyone who wants to buy a new or used high end vehicle. The selection is great, prices and trade in allowance fair. We are most satisfied! More

Each service visit over a 5 year period has been exceptional. Recently, a problem in opening the trunk on my LS460 came up on a Friday evening. I called the dealership, spoke with Stewart ?, who a exceptional. Recently, a problem in opening the trunk on my LS460 came up on a Friday evening. I called the dealership, spoke with Stewart ?, who arranged for an early Saturday morning appointment. Dale Farley immediately arranged for service, the problem was corrected, and I was on the road in less than 1/2 hour. KUDOS TO ALL!!! More

Thorough, attentive, trustworthy service. Always recommend. Have used service for five years. Always satisfied. Generous loaner program is always appreciated. Notified of recalls automatically. recommend. Have used service for five years. Always satisfied. Generous loaner program is always appreciated. Notified of recalls automatically. Just had warranty service performed under 70000 miles...excellent recommendation. More