Ray Wood | Page 26

Horrible! To be perfectly honest I had the worse customer service ever . I should mention I run a large retailer here in Southern California and we pride ourse To be perfectly honest I had the worse customer service ever . I should mention I run a large retailer here in Southern California and we pride ourselves on selves in n taking care of our guests. I not only purchased my car from you but I’ve received never Tustin Lexus to my employees that were looking for new Lexus’s and I know of at least six of my employees that have purchased from your dealership. I’ve always have had top notch service prior but this experience was ridiculous, I made an online appointment for the 10am the following morning. I arrive at 10am the following morning and the service area was extremely busy, which is completely fine and it took about 15 minutes till an advisor was available. Still understandable. After the check in I did ask for a loaner and Alex stated I have to go through my insurance. I’ve never had to do that and in fact anytime I would drop off the car I would receive a loaner if available. But no biggie since Alex said the car should be ready by afternoon or the following day. So he called an Uber for me. Told me to meet the driver down by the large Lexus sign. Car was to be there in four minutes. I wait 15 minutes and no Uber? I go back inside but Ajax is busy so I just called Uber myself. In about 5 minutes the uber showed up and it was the same driver that was to pick me up originally? Here’s the message I sent Alex along with his reply. Hi Alex For what it's worth I sure till 10:50 for the uber but he never came so I cancelled . I rebooked uber and lo and behold it was the original driver. He never mentioned anything about the previous ride. Not quite sure if they are trying to double their money etc. Thanks Scott I didn’t hear back until the next morning on the status of my car. Hi, I just wanted to reach out to let you know we are still waiting for the windshield to arrive but will reach out as soon as I have a new update. Feel free to reach out if you have any questions, thanks. Ok so now two days without a car and I Uber to work. I sent a reply asking if the car would be ready today ? the glass still hasn't arrived but if you'd like to come by to pick up a loaner I can send an uber your way. That would be great! sorry we've been having issues with the Uber. I am going to send over a flexible link for tomorrow. When you arrive see Daniel Kim or Steve Rivera and they will be able to get you into a loaner. No reply or Uber. I called them that morning for a status. Alex was off but the advisor said he would check but never got a call back on status . The following morning I uber down to check status personally. I’m thinking it has to be completed. Now to the most upsetting of all the issues. I arrive and your were fairly busy and it took 45 minutes to get assistance. I asked over and over where can I get assistance and over and over I wound get the “a service advisor can assist you. You go to an advisor and they were all busy and they would smile and say an advisor will be with you shortly. I go to the parts department, ring the bell and they would say there should be an advisor to assist. I should mentioned it looked like Alex was off. Daniel finally was nice enough to assist. Took him a bit to find the status of my car. Finally found it and stayed the cat was due $2300 Said insurance was covering the car. He first stated there was nonprofit if that. He did a little research and saw that it was covered but didn’t know who covered the deductible of $500? I’m like how can we resolve this? He stated you can leave the car and come back on Monday or pay the full amount now. I explained that this situation is crazy! I’ve had no communication or follow up. I’ve been careless now for four days with no loaner and now you’re asking me to pay for the windshield. The largest issue is absolutely no empathy or no understanding of my issues. Apologies for the long survey Scott Ferguson More

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I agree on a price with the salesman and GM at this dealership for a car. Booked a round trip ticket to go inspect it before purchase. They ran my credit and everything. I asked the salesman twice if h dealership for a car. Booked a round trip ticket to go inspect it before purchase. They ran my credit and everything. I asked the salesman twice if he needed a deposit and said " no we are good its yours ". Salesman agreed to pick me up from LAX and everything. After all this I get a call from another "GM" stating something is wrong with the brakes and we need to get it inspected by a Porsche dealer (the car was a Porsche). I asked what's wrong with it and he said he thinks its aftermarket but couldn't tell me for sure. Was very vague in his responses. Said he will call me after its inspected. I asked the salesman what is going on and he said he would take a look into it. A little while later he texts me its sold. Would not recommend buying out of state. More

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Very nice people working there, but need to know more about the vehicles. And show customer how to use the features. about the vehicles. And show customer how to use the features. More

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They provided helpful and comprehensive service, and offered me a rental car when they needed to keep my car overnight. offered me a rental car when they needed to keep my car overnight. More

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Very good service; quick and nice area. Give 5 stars ⭐️ for evaluation. May come back for other services Give 5 stars ⭐️ for evaluation. May come back for other services More

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You can feel that they care about you just like they care about their business. about their business. More

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He is not pushy and knowledgeable about the cars He is professional doing business with us professional doing business with us More

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From the purchase to the service - we love this dealership! Our new favorite service rep is Steve. Great experience every time! dealership! Our new favorite service rep is Steve. Great experience every time! More

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A great experience dealing with sales people who were knowledgeable and helpful with my purchase knowledgeable and helpful with my purchase More

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Excellent service with. friendly and warm greetings. I cannot wait for up coming 10K service friendly and warm greetings. I cannot wait for up coming 10K service More

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