Lexus Santa Monica

09/28/10

Poot Attention to Detail & Poor Customer Service

by Brandon Goetz at Citysearch

I recently had an extremely poor and disappointing customer service experience at Lexus SM while purchasing a new car. Both the salesman and Finance team miscalculated my final payoff amount through the Pull Ahead Program. I was never informed of this mistake and as a result I was forced to make one final payment attributed to my previous lease contract. I contacted the salesman and manger who refused to help correct the situation.

I filed a complaint with the Better Business Bureau on 8/11/10 and received a response on 9/17/10 (see below). Based on the response it is clear that Lexus Santa Monica does not value customer retention. Beware of the PULL AHEAD PROGRAM. Do not rely on the expertise of the salesman.

Company's Initial Response - Posted 09/17/2010

Customer thought he had 6 payments left on his lease when he had 7. The pull ahead program through lexus only covers 6. It was explained to the customer that he owed the 7th payment.

07/02/10

Finally a dealership I can work with!

by Zoelife at Citysearch

Leasing a car has never been something I enjoyed. Until now. This is the first time I actually can say I was not prodded or pushed but instead had someone working with me and for me Yes, the showroom is the most gorgeous I have seen (and of course I loved the cookies), but it really all comes down to personal relationships in a sales experience. My sales Consultant was Mike Lees (you can't miss him- he's the tallest guy in there!) He was courteous, respectful, kind and really knew his stuff It was more like a team effort in the purchase rather than the customer vs. salesman approach He did not play any games nor did his manager who ultimately made the deal with me I am delighted to write this review and would not hesitate to send someone else to this dealership And if you knew me you would agree I have never said anything like this before

• Pros: No game playing