| rev:text
| - Strap in, this is going to be a long one.
I bought my 2017 RX 350 about 1.5 months ago, and about 2 weeks ago, my a/c went out completely. I called to make an appointment to bring it in, and when the gentleman asked me for the phone # associated with the car, I gave him my cell number and he responded with "Ok, so is it under {my husband's name}?" I said no, it should be under my name because I bought the car. He then told me that my name was nowhere in their system whatsoever as even being a co-owner of the vehicle. It's my name on the title, I'm the one who paid for the car (with my own money, not my husband's), and it's my contact information associated with the car. Needless to say, I was very offended by the blatant sexism. This part of the story is to be continued below.
When we took the car in for our appointment (which I had even received a confirmation email for), Phil, the service guy, told us that neither me nor my car was in their system whatsoever and that I didn't actually have an appointment. Regardless, he "very graciously" took us into his office where he proceeded to argue with us about the fact that my air conditioner was actually broken. When we finally took him to the car to show him we were indeed telling the truth, he told us that the eco setting, which was a huge selling point for us for the car, basically can't be used in the summer in AZ because it means the a/c will not work. Umm, what? At the conclusion of our time with Phil, he asked if there was anything else wrong with the car. I told him that the cooled seat feature also wasn't working. His response was a patronizing "umm, I'd hate to break it to you, but you don't have air conditioned seats. See, what happens is when your a/c blows out cool air, the laws of Physics make the cool air drop to the bottom of the car. When you turn on the cooled seats, it just sucks up whatever air is at the bottom of the car. So you don't have air conditioned seats." Then at the end of that rudeness, he started rambling something else and called my husband David (his name is Dan). When I corrected him and said his name is Dan, instead of a simple apology, he responded with "He told me it was David!" I said "I'm pretty sure he didn't tell you his name was David since his name is Dan" but he still had to look back at his notes to confirm that, in fact, my husband's name is NOT David. He never apologized.
Now on to the conclusion of the first story. I decided it was important to let Brent, the GM of the dealership, know about the blatant sexism (as well as the incredible rudeness of his service department) so when I started telling him about the fact that the man setting my appointment told me that I wasn't listed anywhere as an owner of the car, Brent responded by saying "well, I think you must have received faulty information because we're actually HER certified! Here's our award. We're the only dealership in the country with this award so our whole team has been trained to make sure this kind of thing doesn't happen to the women we work with." Thank you for showing me your awesome paper award, Brent, but unfortunately that piece of paper doesn't make you immune to a woman with a real complaint of real sexism. He did tell me that he was going to personally look into the situation and that he would call me within 30 minutes to give me an update on both my car and the sexism issue. He did end up calling me back... about 2 hours later. He told me I could pick up my car the next day and that it would be cleaned and detailed for me upon pickup, and that he was still looking into the other issue and would let me know when he "got to the bottom of it."
When I went to pick up my car the next day, it had not been washed or detailed, and on top of that, for some reason ALL of my personal information from my glovebox was sitting on my passenger seat with all of the doors unlocked. That's right, my insurance, my registration, everything. I went back in to the dealership and told them they needed to clean it before I left, so I ended up waiting another 45 minutes before my car was clean and ready to leave the lot.
I drove a Jetta before this car, and the experience with the VW dealership was about 10,000 times better than this. Considering this is a luxury car, you'd think they would have their customer service on point, but I guess not. I went back and forth for a few days on whether or not I should post this review, but I genuinely believe that other women need to know how they're going to be treated post-car buy before they decide to purchase. I hope this helps someone else.
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