We we just bought a new 2025 Lexus RX 350 H. - Professor Keith
We we just bought a new 2025 Lexus RX 350 H. Our experience was not good.
First of all., it the car was supposed to arrive at the dealer in three weeks from when I've first made the agreement, but it took additional 2 1/2 weeks from the estimated arrival time. Then, when it finally arrived I made the arrangements to come in and do the paperwork, but ran into further snags.
1. they printed a new invoice which included two additional items, an extended warranty and I don't know what the other one was, that had an additional $4000 over they are original invoice I signed when I first ordered it. I had made it very clear that while I paid the MSRP, I would not pay for any additional dealer add-ons. So, when I said no, they went off and found the original invoice that I had signed.
2., it turned out as I did not have a current insurance card. The one I had showed the coverage did not start until the day after the current one. After trying to call the insurance company and waiting for an answer, my wife discovered another card that showed it included the current period. That delay took about 1/2 hour.
3. they would not give me the car when I paid with a personal check. Instead, they insisted I fill up paperwork for an7.9% auto loan that they stated would be rescinded if the check cleared. Well I didn't like that, but I went ahead and complied.
4. after signing about 15 different forms in 25 different places the paperwork was finally completed. But we waited about another 45 minutes because the young man repairing the card for delivery was not finished yet.
Altogether we were there 3 1/2 to 4 hours to get the delivery. While the salesman, Andre Ingram, was very likable, he was clearly constrained by the policies of the dealership, the O'brien group.
Overall the experience was not good.
On a separate issue, we have very bad experiences with their service. We had an older RX 350 that needed a new battery. Against my better judgment my wife took it in to this dealership to get a new one. $400. Yikes.. Then, when they gave us the car back all of the trouble lights were flashing. They wanted $500 just to do a diagnostic and tell us what the problem was. But now all new cars have an onboard diagnostic system that simply connects to a meter to do such diagnostics. We drove the car for a few days but the warning lights didn't go off. we went to our local Chevron service Station and the nice man changed the oil and reset the warning lights for a total of $180. Problem fixed.
Then my wife lost the remote key for the car. Went to the dealer service department and they wanted over $900 to reprogram a new one. And it would require we leave the car for a day or two. We called a local locksmith who came to our house and reprogramed a new key for a total of $240.
I'm not sure why we bought a new car there but my wife really wanted a Lexus,. I will be avoiding a service department as much as possible. I had purchased three previous cars from the same dealership, and generally liked the experience. I think that since the O'Brien group took over the dealership it is no longer reputable. I suggest everyone avoid it.
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