AVOID. Shady, horrible businessmen
Reviewed by danielle
in CT
January 13, 2021
If I could give this place zero stars I would. I want to start by saying that, put simply, Lexus should be ashamed of being associated with this franchise. Lexus is known for luxury - rightly so. Their cars are solid and, most importantly, trustworthy. This dealership and those running it are anything but that. They make the stereotypical used car salesman look good. Looking through these reviews, my story is unfortunately not unique, and it is shocking that they are allowed to continue doing business, both by Lexus and by the BBB. Here is my story:
After finding a certified pre-owned car I liked via cars.com and all of the other sites like that, I called to make sure they had it. When they confirmed, I took the 40 minute trek to the dealership to test it. I have driven a Lexus my entire life. This was a done deal in my mind, I just needed to see it to make sure nothing was wrong. Once I sat down with the saleswoman (I had spoken to Hesham on the phone and he put me with a woman), somehow I had the wits to confirm that the car was certified pre-owned (even though it said it was on all of the websites). She told me no, it was not. I was obviously taken aback because it said it was. She told me not to worry and that their website is not always up to date and that she would go check. There were four cars I was interested in (all very similar) and she told me to first test drive and choose my favorite, then she'd check the certification. That was the first red flag. I said that didn't make any sense and certification was a deal breaker and I wanted to know which were before I looked at them. So she left to check and came back 10 minutes later (why would it take that long to check?) and told me good news! They are indeed certified pre-owned. Great. When we went to test drive them, I must've asked her about 10 different times to promise me they were really certified. I knew something was funky.
After looking at the cars, I chose the one I wanted. We went back to her office, started the process and I called to get car insurance. About 5 minutes later, Hesham came over and informed me that the woman was wrong, and that, it turns out, the cars were not certified pre-owned. I told him that didn't make any sense because all of the websites said the car is indeed certified pre-owned. He said they have nothing to do with cars.com etc. and that their website is what is accurate. Where does cars.com get their information? They don't just make it up. They are either given it by the dealership or get it from the Carfax. There is no way it would be wrong.
Of course I was beyond angry at the blatant bait and switch. If it was not a purposeful bait and switch, Hesham being the manager should have apologized for the woman's "mistake" and honored what she said, offering to pay for the certification. But of course that wasn't the case because it was a planned bait and switch lie. Horrific. So, after they wasted our ENTIRE Saturday, we stormed out of there and I threatened to write a bad review.
About an hour later, Hesham called back. He offered to sell the car at the price with the certification. I thought that was because I threatened to write a bad review. No. It was because he didn't realize at the time I had planned to pay cash. So even though I really didn't want to do it on principal, it was a good car, and I decided to take the deal as long as they would deliver the car and agreed I wouldn't have to step foot in their office. He agreed. He was meant to send me the paperwork on Monday.
It's Wednesday. I never heard back. But thank god I didn't because upon further research, I found out that those cars WERE certified the entire time. According to their carfax reports, they were certified at the end of 2020. So it wasn't a bait and switch - it was even worse: it was a flat out lie. They lied the cars weren't certified when indeed they were, and they wanted us to pay for the certification that was already done.
These people are beyond s
Buyer
Reviewed by Anita C.
in Westport
November 02, 2019
This car buying experience was exceptional for service and consideration. I think the people working for this dealership really exemplify what is good customer service. As we all know the interior mechanics of these new cars is just mind bogling. My sales rep had the patience of a saint in explaining and repeating to me what each and every button and switch would do. The car is amazing and this dealership is deserving the 5 stars.
pleasant experience.
Reviewed by RX buyer
in New Canaan, CT
July 24, 2017
the entire team was great to work with. I got a fair deal on a good car. The team made things a pleasurable experience.
