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| - This is, by far, the worst car buying experience I have ever had. Buyer beware: if you are not buying a new Lexus, expect they have done the BARE MINIMUM to the car.
My husband and I went to test drive a specific used car we had seen online. The salesman sat in the back seat with a torn seatbelt and did not say anything. At the time, I did not realize it was torn. I thought because it was an older car that the seatbelt did not retract well anymore. He pulled the seatbelt all the way out and just left it lying on the seat. I only found out the reason it did not retract later (after I bought the car) was because of the tear - when I was putting my son in that very seat. I was informed afterward when I called them not two days after purchase that out was not part of their multi point inspection.
We were also told the car had 4WD. It did not. While test driving the car, we had an entire conversation about why we needed a 4WD vehicle with the salesman. Again, only after the purchase did we find out it was not 4WD.
Lastly was the sun roof. Upon inspection during the test drive we saw that it appeared whoever owned it previously had tried to seal it themselves. It looked horrible. We pointed it out to the salesman who said he was surprised they had not noticed that because they are normally so "thorough". He called the service manager to look at it (still all before purchase). The salesman assured us that the service manager said it was fine, and that it would just need a new seal. The new seal was going to cost $99 before tax. I know this because he wrote it on the back of a business card along with the cost of new struts (oh, did I forget to mention the hatch did not function properly and we were told it was just the struts?). Also, it came with only one regular key as they would have to charge me for an additional key fob (salesman told us it would be an extra couple hundred).
I guess shame on me for purchasing the car even with all the red flags. My thought process was it was going to be a few minor repairs (of which I was aware) and it would be a couple hundred for the (turns out not) 4WD vehicle we needed. They also told us we could order they key fob later if we wanted.
When I brought the car back to have the torn seatbelt replaced (which they did for free after the lecture about how it was not part of their inspection and they did not have to), I asked if they could also redo the seal while they had it at the service center. Well, I found out per the service center that the entire sunroof needed to be replaced and instead of $99 it was going to be about $800. All of this less than a week after purchasing the car. I argued that they had the service manager look at the sunroof prior to purchase, we were assured that it was just the seal, and the salesman had written down what the cost would be. They came back with the argument that the service manager would not have known that it needed to be replaced "just by looking at it." In the end, after arguing that I would not have purchased the car had I known the repairs would be so extensive, they agreed to pay for half.
One oil change later, the service manager told me that something by the wheels were cracked (the boots?) and would be about $1000 to repair/replace. Also, the key fob that was going to be a couple hundred was now a few hundred to have ordered.
I recently traded that car in for something that was actually 4WD at Hendrick Honda. The salesman did not believe, among other things, that they had only given me one key. They also gave me a guarantee, in writing, that if the car could not do what we needed with regards to the 4WD we could return it in 24 hours in the same condition and get all of our money and trades back (including taxes, etc.). Hendrick Lexus had told us that in certain cases we could bring the car back up to the discretion of the sales manager, but we would have to get another car from them and we would lose what we paid in taxes.
My original plan, had I liked that Lexus, was to go back and get a second one in the future. After that experience though, I will never go back to that dealership. I expect some exaggeration and upselling, but to be outright lied to is unacceptable.
As a final note, I should mention that I had a good experience with Lucien at the sales center. He worked with me to the best of his ability knowing that he did not have anything to do with the original same of the car.
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