Stevinson Lexus of Lakewood

Misrepresentations made to induce me to buy a vehicle there I bought a used 2019 Lexus from Stevinson Lexus in Lakewood, CO, on December 30, 2019. It was one of their loaners and had approx. 13,000 miles on th I bought a used 2019 Lexus from Stevinson Lexus in Lakewood, CO, on December 30, 2019. It was one of their loaners and had approx. 13,000 miles on the car. Not wanting yet another black, white or gray Lexus RX 350, I had been looking for some time for a Satin Cashmere or Bronze RX 350. My experience buying this vehicle was so horrible and the misrepresentations made by the salesperson so egregious, that I must alert other prospective buyers who are considering buying a car at Stevinson Lexus of Lakewood, so that they do not become victims, as well. On the morning of the 30th of December, on their website, I saw that Stevinson Lexus of Lakewood had a 2019 Satin Cashmere for sale. There were no photos up yet because I was told that the vehicle had not been detailed. Having had a positive experience with the Internet Department at AutoNation Nissan 104 several years prior, I called Stevinson Lexus the morning of Dec. 30th and asked to speak with the Internet Manager. I was told that he was not in and that they did not know if or when he would be in. I explained to the receptionist why I was calling and she (overly) enthusiastically referred me to a salesperson who was “the longest tenured salesperson the dealership,” just under 25 years. (It turned out that when I went to meet with the salesperson, it was obvious why the receptionist referred to that person. She had been there just as long, and that they had developed a professional bond. “I buy all my cars from him!” “You work here, and you have to use a salesperson to buy your cars?” “Oh, not really. But I do because we’re kinda buddies, know what I mean?” Okay… Rather than name this salesperson, I am going to refer to that person as, “Stevinson” since he had been there the longest and if there was ever someone who deserved the derisive moniker irrespective of their gender, as a “company man,” this person should have it taped to their forehead. And/or, just to make this easier to read as, “he.” As it became more and more evident as the (4 HOUR and 41 MINUTE) buying process went on, Stevinson had zero interest in looking out for the best interests of this customer, anyway. I arrived at the dealership at 10:16 AM and met with Stevinson soon after. The car I was interested in was brought out undetailed though Stevinson emphasized that they had completed their oh-so-unique hundred-million-point inspection…so the car was “as good as a 2020 model…” The car was used and as I said, I was aware of that. The exterior was not in perfect condition. Though it may be difficult to discern from the attached photos, there were certain imperfections that I brought to Stevinson’s attention. Stevinson represented that: The scratch on the dash, the scratch on the rear bumper and the paint chips would be taken care of when they detailed the car. The indentation on the front panel was something that “…we can negotiate about.” Though I was non-committal, we talked about trading in my 2005 Toyota Highlander which had about 167,000 miles on it. Stevinson looked over the car and declared it essentially “worthless” to them... Stevinson was shocked that I would drive on such worn tires: That I was “…taking my life in my hands driving with those tires…” (All, his exact wordings.) The car is 15 years old. But there are no major indentations, no rust, no missing paint. The tires are Firestone tires with just over 21,000 miles on them. The treads are fine, though the white sidewalls on 2 tires are a bit scuffed. This is the first point where I wished I had walked away. Stevinson’s “company man” attitude was on full display here. But I drove all the way out there and might as well see what the deal might be. (Interestingly, while walking to his office, there was a page for the Internet Manager who strolled by us. This was before 11:00 AM. Hard to believe that the receptionist did not know “if or when” he would be in the office on December 30th, one of the busiest weeks of a dealerships’ year…) While in Stevinson’s office we entered negotiations regarding the sale price of the 2019 RX and, trading in my 2005 Highlander. As evidenced by Exhibit A (Finance Payment Options), this was the deal that we eventually agreed to with the understanding that we would address the dent in the front grill. After speaking with his sales manager, Stevinson magnanimously agreed to increase the $2,700 Blue Book trade value, and give me to $3,000 for the Highlander and, throw in some Lexus floor mats since there were none in the car. The odd things about this agreement included the time, 9:38 AM. I did not even arrive there until 10:16, and his notations regarding “Aurora,” “Colfax Ave.” and “10/18.” I have no idea to what those refer. Please note, that on this document, there is a Delivery and Handling Fee column for which $599.00 was typed in by Stevinson prior to our negotiations. I did not have physical access to this document when in Stevinson’s office prior to him speaking with his sales manager about increasing the trade-in allowance. Also please note, how conveniently Stevinson double circled the $599.00 figure in what I contend was done intentionally, to conceal it. I say this also because Never Once, let me repeat, Never Once, did Stevinson bring this fee up during my entire FOUR HOURS AND FORTY-ONE MINUTES with him while at the dealership. Further, Stevinson carried this document with him throughout our communications and Never gave me a copy. I must acknowledge that when entering the dealership, there is a notice on the doors regarding this fee. I did see it but as one would expect, the fee would be revealed and if possible, open to negotiations even if indirectly. I had forgotten about it but had assumed that Stevinson or any dealership salesperson, would have the integrity to make it known that this fee exists on any agreement between the dealership and any customer. My assumption was wrong… After approx. 90 minutes of going back and forth, Stevinson said that the dealership title department would not accept my trade in because the title was in the name of an inactive corporation. I was told that if I submitted paperwork showing that I had been an officer of the inactive corporation, that they would honor the $3,000 trade in allowance. I said okay but if not, I except that the additional $300 for my trade in will be deducted from the final price of the car. Stevinson nodded in the affirmative, and scurried away to…? (After returning home that day, I did find a document that verified that I was an officer of the inactive corporation and attached it to an email. But Stevinson himself, determined that it was inadequate.) The next 40+ minute aggravation created by the dealership was that, even though I was not financing the RX 350, I had to have good credit – to pay cash…? Who ever heard of such nonsense? When I bought the Nissan Murano in 2015 on 104th, they never hassled me like Stevinson Lexus has been doing. After pulling up my credit report, Stevinson told me that they could not proceed because they could not access my credit. “You must have frozen your credit.” I did not freeze me credit. It was beyond annoying having Stevinson running in and out of the office to the sales manager’s office to the title department, it was dizzying. In Stevinson’s office, we called Equifax on a speaker phone. They confirmed that my credit was not frozen; That my credit score with them was 807! Not that this should matter since I am not financing the dang car! The reason for the snafu? Stevinson had written down the wrong social security number! Again, I should have walked out of the dealership. The next time-consuming aggravation resulting from their misinformation and incompetence was that, according to Stevinson…, the dealership’s title department told him that I could not title the vehicle in the name of my family LLC. That it had to be in my name and then I could (Pay again!), and have it re-titled in the name of the LLC. This was absolutely not true. And I called the DMV in OR, where I was titling the car, who confirmed that they were wrong. Further, the dealership’s title department had put down the incorrect address for where the DMV should send the plates! From this point in the “non-negotiations” evidently, Stevinson took a hiatus. Maybe he went to lunch or took a nap, but I didn’t see or hear from for over a half hour. He finally appeared at about 2:20 and hurriedly informed me that he was leaving for another appointment and that “Steve” in finance, would be finalizing the paperwork. Why, I am not financing the car? Because that is how we do it here at Stevinson Lexus. Jeesh. I waited for Steve in finance for another 20+ minutes. It was approximately 2:40 PM when I finally was sitting in Steve’s office. I had been at the dealership since 10:16 that morning but, there was more. Argh! I should have remembered that car dealership finance people make their money by hawking the dealership’s over-priced “add-ons.” So, I now had to endure Steve exhorting me to buy the “bra.” No. Tire sidewall protection. No. Extra coverage for the interior. No. There were others, though I never received a copy of exactly what was offered and what I declined. And then, Steve slid Exhibit A across the desk. As I have said, I had not seen this document for over the past 3 ½ hours. And even then, I only had access to it when he asked me to initial the fact that they were going to include floor mats. I had been inside the Stevinson Lexus dealership building now for over Four Hours and ½ hours! I was so beaten down. I looked at the dollar amount first, of course, and then the rest of document and I just laid my head on Steve’s desk. I was shocked by the sales price. I made it clear that I was not happy about it. There was no $300 adjustment and, I had just become aware of $599 “Delivery and Handling Fee” on the final Sales Agreement. AGAIN, look at how Stevinson, double circled a line through that figure. AGAIN, never once, Never Once, did he disclose this to me. Yes, as I say, there is a sign on the front door of the dealership and, there was a little placard on Steve’s desk. But still, I contend that Stevinson intentionally never gave me a copy of this document nor ever gave me an idea of what the final cost of buying this vehicle was going to be. I must say that Steve was sympathetic regarding this bogus $599 fee that the real Mr. Stevinson charges to pad his pockets and, about my experience there overall. I intimated that I am unhappy with this deal and just want to go home. As would be his expected response, Steve wanted to save the deal. So, he offered to hold my check until the next day, December 31st, until I had a chance to talk to Stevinson who, had left the dealership. I was so weary, so beaten down and close to tears. This had been such a horrible experience. I literally said to Steve, though jokingly, I am so tired, here is my checkbook, you fill it out... Exhibit A was not given to me voluntarily by Steve. I had to ask for a copy. He wanted to know why I wanted a copy. Seriously. I left after Steve assuring me that he would have Stevinson call me later that day and, that the car would be detailed inside and out the next day, as well. It was 2:57 PM when I left the dealership. I had been there since 10:16 AM: Four Hours and Forty-One Minutes. I am a senior citizen and I have a heart condition. No one wants to admit this, and no one wants to use this as an excuse for allowing themselves to be coerced or unwittingly entering into any contractual arrangement. When I got into my 2005 Highlander, I had to sit there for a good 10 minutes and do some yoga like breathing just to calm myself down enough to drive home. As my call records indicate, on the morning of December 31st, I called and asked to speak to the sales manager. I was asked what it was about and then, who was the salesperson I had been working with. The sales manager was not available, so I left a message. I soon received a voice message from Stevinson during which, he did not directly address the concerns that I had clearly conveyed to Steve when in the finance department the day before, but informed me that the car had been detailed and available for pick up. If I had any questions, he would be at the dealership. I picked the car up around 10:30 on the Dec. 31st. I saw Stevinson but he said that he was busy with a client and would meet with me or, call me later. He did not. Nor did the sales manager. And sadly, though the car had clearly been washed and maybe even waxed, the interior of the car had not been detailed. There was a thin layer of dust on the Info panel on the dash, there were scruff marks on both doors in the back, and even a crumbled paper in one of the backdoor pockets. Very disappointing. On Jan 2, 2020, I had lengthy conversation with the head of the dealership’s detail department about the lack of detailing and how to treat the leather seats and, removing the sticker that Stevinson slaps on all his cars so you can give him some free advertising. The gentleman suggested that I bring the car in and he would address the areas that were missed and, show me how to treat the leather seats, etc. While in his shop at the back of the dealership, I pointed out that he had forgot to remove the scratch on the dash. “We can’t remove that! That is there forever. You’d have to replace the entire dash!” “What?! But, before I bought the car, Stevinson said that this would be taken care of when the car was detailed.” “I don’t know why Stevinson said that. He has been here longer than anyone. He knows we can’t do anything about that. You’re gonna have to live with it.” “So, every time I get in the car, I am going to be reminded that I was lied, in other words…Okay, how about the scratch on the back bumper?” “We don’t do anything with the body. Did Stevinson tell you that we did?” “Yes. And all the rock chips on the front?” “You better talk to Stevinson. All we do is the clean the exterior and the interior.” He then graciously treated the leather seats with a solution that he later directed me to buy at the dealership’s parts’ dept. He also was kind enough to give me a solution that they had created in his shop to clean certain areas of the interior, which I later used on the interior where they had neglected to detail. I commend his honesty regarding just how his department operates and what those limitations are. He dropped me off at the front of the dealership and said that he was going to talk with the body and paint departments. After about 30 minutes, I saw that he and Stevinson were outside by the car talking. He came in, got me and showed me where the paint dept had filled in “some” of the rock ships on the grill but not, the hood. Stevinson wanted to show me all about the car’s technology, saying that he knew all about it. As soon as we both got into the car, I let Stevinson know that I was unhappy with representations that were made and were supposed to be corrected BEFORE I agreed to buy the car. And, why we had not addressed the dent in the grill. To which Stevinson replied, “You should have brought it before.” Yup, I should have. Stevinson quickly changed the subject and, to be honest, presented a very thorough tutorial about all the technology and other intricacies on operating this 2019 RX 350. Which led me to the conclusion that since Stevinson knew so much about the car, Stevinson certainly knew that the issues that Stevinson said would be addressed by the detail department, were untrue. At the end of the tutorial, Stevinson turned to face me and informed me that I was going to get a survey from the dealership regarding the service I received during the sale process; That I “needed” to give him 5 out of the 5 stars; That he had “obviously” given me “5 star service;” That he would not get paid with “anything less than 5 stars.” I told him that I know that this is not true, that I know that he gets paid by volume. He acknowledged that I was right and amended his insistence to say that anything less would affect his “overall compensation;” Including, “any yearend bonuses.” That while chasing after one of his ten kids, his wife blindly ran into a clothesline leaving him alone with ten hungry mouths to feed, and that he desperately needed to buy a new pair of crutches for his son, Tiny Tim… Okay, so I made that last part up but, the entire plea for validation was so startling and so audacious, that I had to laugh. Sensing that I might not give him that 5-star review for which he was pleading, he offered that when I came in for service, that he could do “things for me.” Like, fill my tank up with gas. Gee, what more could one ask for? I guess I would make sure I am just about on empty before scheduling my service appointments… I did receive an email survey from Stevinson Lexus sometime soon after this aforementioned nightmare. I did not respond but did contact the Lexus corporate office in Texas. After speaking with 3 different people over the course of 2 ½ weeks (Such incompetence…), I eventually got a call back from a “customer service supervisor.” I conveyed to him what I have set forth here. He was genuinely appalled and said that he was going to reach out to both the Stevinson Lexus of Lakewood dealership manager, and the district manager. He said that was all that they could do because the Lexus dealerships are their “partners” and they have to work with them to help them “sell more cars.” But that I should expect to hear from one of those two representatives of Stevinson Lexus. That was on February 3rd. Today is March 30th. I have heard from no one from Stevinson Lexus. So be aware, that if you have an issue with a Lexus dealership, you will get no assistance from the Lexus corporate office. I am going to reiterate that I knew that this vehicle was a used car when I bought it. For example, it has a hole in the back of the driver’s seat. The glove department is inordinately hard to open. The paint job is not reflective of a brand-new car coming off the assembly line. No one grabbed ahold of my hand and forced me to write Stevinson Lexus of Lakewood a check. Someone asked, do you like the car? I do like the car. (Though I expected the ride to be smoother. It doesn’t seem to absorb bumps in the road as well as I thought it might or, the Audi Q5 I test drove.) But this question is not relevant. I do not like the fact that the imperfections each of which I was told were part of the deal were never addressed. Unfortunately, I must see them every day. However, as hard as it is to admit, I am a senior citizen. I made it clear to Stevinson during our initial discussions that this would probably be the last car I ever buy. He assured me that he is going to make certain that I am a “happy customer.” I am not and he knows it. Before committing my signature on the sales contract, I relied 100% upon all the aforementioned representations made to be by Stevinson, the salesperson. And I relied, upon the assurances made to me by Steve in finance office, that he was going to contact Stevinson and that I should expect to hear back from Stevinson later that day. Again, I never did. Despite enduring the four hours and forty-one minutes of torture that they put me through, I never would have signed my name to that contract if I had not thought that Stevinson’s word was good. Please note today’s date, March 30th. I bought the car on December 30th. Why have I waited 3 months before filing this complaint? Because of mess ups with the dealership’s title department, I still do not have my plates! I have been concerned that should I file a complaint against the dealership that they might make it impossible for me to register this car. I mean, just based upon my horrible experience with Stevinson Lexus of Lakewood so far, one must conclude that they are not trustworthy. I contend that I was fraudulently induced to purchase this particular vehicle by the misrepresentations of the aforementioned Stevinson Lexus of Lakewood salesperson which have been set forth above herein. That I would have never bought this vehicle if the salesperson had been truthful regarding those specific issues which I have outlined above and, regarding the $300 as well as, been transparent with respect to the $599 delivery and handling fee. The respectable thing for Stevinson Lexus of Lakewood and the Stevinson dealership enterprise, would be to honor the representations made by their salesperson which were used to induce me to buy this vehicle. I am posting this complaint regarding Stevinson Lexus of Lakewood on behalf of all consumers. If we allow automobile dealerships to take advantage of us and not speak out and try to hold them accountable, they will continue their underhanded and deceitful practices, and we all become victims. More

Great Dealer. Great Deal! Worked with Mike Burgamier (Sales) and Stephen Conley (Finance Manager) and we are very happy with the experience. We found a really clean pre-owned L Worked with Mike Burgamier (Sales) and Stephen Conley (Finance Manager) and we are very happy with the experience. We found a really clean pre-owned Lexus and the process was professional and easy. More

Transaction was perfect! Lots of help and insight! Everyone was very courteous and knowledgeable. No screwing around and to the point. Definitely would be a repeat customer. Everyone was very courteous and knowledgeable. No screwing around and to the point. Definitely would be a repeat customer. More

Mike was a pleasure to work with. He truly knows what he’s doing and guides you through the process with ease! We can’t wait to be back and buy another car from him! he’s doing and guides you through the process with ease! We can’t wait to be back and buy another car from him! More

Mike is a superb sales consultant. We have purchased 3 cars from Stevinson Lexus because of Mike’s customer service and guidance before and after buying the cars. We recommend him to everyone who is think cars from Stevinson Lexus because of Mike’s customer service and guidance before and after buying the cars. We recommend him to everyone who is thinking about buying a car. More

Mike was Awesome! What I liked the most was his honesty! He was looking out for best interest not only for himself but for me as well He was looking out for best interest not only for himself but for me as well More

This wasn’t the first time I had met George and talked with him about a new lease. I had done research online and knew exactly which one I wanted, my must haves if you will. And I just needed to take it with him about a new lease. I had done research online and knew exactly which one I wanted, my must haves if you will. And I just needed to take it for a test drive. George was friendly, funny, and knowledgeable. You know the new car thing, “what’s this do, what about that button?” 100% would recommend him to my friends and family. Lexus is for life. More

Mike explained everything well and answered all of my questions in terms I understood. He set up all of the controls for us and explained their use. questions in terms I understood. He set up all of the controls for us and explained their use. More

Stevinson Lexus We moved back to Colorado in 2012. Since then we have had Stevenson Lexus Maintain several Lexus cars that we have owned. We have also purchase We moved back to Colorado in 2012. Since then we have had Stevenson Lexus Maintain several Lexus cars that we have owned. We have also purchased two new Units From Stevenson and Used Mike Burgmaier as our sales consultant. We have enjoyed dealing with Mike. He has been very helpful and able to answer our questions. In fact we were pleased with Mike and recommended him to our next door neighbor, who shortly thereafter purchased an new Lexus thru Mike. More

Diligent, hardworking, well informed mark just the beginning of the praise I can extend to Mike Burgmaier. My wife and I have been buying Lexus at the dealership for many years. Since 2004 my wife's beginning of the praise I can extend to Mike Burgmaier. My wife and I have been buying Lexus at the dealership for many years. Since 2004 my wife's car has been a new RX in which we traded-in for a brand new RX every two to three years. Because of relocations we started acquiring Lexus automobiles in Lakewood and then had experiences with other dealers. The other dealers were not up to my standards after experiencing the customer services in Lakewood. I look forward to seeing Mike Burgmaier anytime I am at you dealership, I consider him a consummate and amicable professional in which we have bought four cars. It is an honor to praise him. More