Lexus of Maplewood

I used cars.com to send the dealership a message inquiring about the Lexus. The dealership answered quickly, but they never answered my question. I asked again the same question. Instead of answering my question, they sent me an email asking me how they can how to overcome any of my objections. I finally had a chance to stop in to ask about the car in person. However, the car was sold 5 days prior while I was asking questions and getting no answers. 😢. I did meet another salesperson that apologized but that did not help much. Maybe I will give them another chance if I find another good deal again. That must be how it is in the car industry. Haven’t purchased a used car in a long time. Forgot how frustrating it is.

I was interested in purchasing a 2023 Lexus RX 500h F Sport. First visit was Saturday but the vehicle I came to see was not available. I was offered a similar vehicle for a test drive that was covered in snow and not prepared at all. It was driven up to the doors and I was told not to shut it off as the keys were not left in the car. Test drove it for about 10 minutes as it was very difficult to see out the snow cover frosted windows. But I enjoyed the car and asked what I would be offered for my trade in. Silvio and I agreed on a number and we scheduled for Monday to arrange the sale. Between Saturday and Monday, I independently discovered that the vehicle had a reported accidenton Carfax that was never disclosed to me. When I confronted the dealership, the response was dismissive. I was told it was "only cosmetic" and irrelevant because the vehicle was certified. That explanation did not sit right with me, so I provided a direct comparison: a 2024 Lexus RX500h with fewer miles, a clean Carfax, and a significantly lower price of $49,999. When I offered $48,000 on that vehicle, the offer was immediately accepted by the other dealership. I communicated this to Lexus of Maplewood. Rather than acknowledging the validity of my concern, I was pressured into staying with their vehicle based solely on repeated claims about the superior certification process, inspections, and warranty coverage. That promise became the sole reason I continued with this purchase, but later that day I was told that the vehicle will not be available on Monday as it will need to be updated due to a recall. I said I already scheduled Monday with my wife and only day that works for me. They said don’t worry come sign Monday and we will deliver the car to your door. I said we will talk about it Monday. When my wife and I arrived on Monday, From the moment financing began, the numbers made no sense. The monthly payment was substantially higher than what had been discussed. After pushing for an explanation, I was finally told that XPEL paint protection film had been added without my knowledge or consent this added approximately $81 per month to my payment. I was told every car gets it so it’s just added on there it, I have not even seen the car yet, for all I know it already has XPEL on it and it’s being sold to me again. Then came the extended warranty. I was told a 10-year warranty is absolutely necessary but was casually described as "about $25 per month." Despite my growing concerns, I agreed when I was told I would get copies of every document I signed when we were done. When my wife and I signed everything we met Silvio and I expressed my concern over XPEL film that was not disclosed to me, he said he will look into getting me a discount for front end film for the trouble and also the minor on the carfax. No copies were provided and we left in a loaner. The RX would be ready in one to two days. The very next day, I was called by Josiah and told the vehicle was "ready," I asked what did Silvio say about the film but he had no knowledge of any such arrangements. After receiving the paperwork from a Jared, because Silvio and Frank were gone all week. I discovered gruesome added on undisclosed items. I believe every customer gets charged an undisclosed XPEL film fee and hidden $599 tint fee that is added to price of the car but is not disclosed. Another review states this is a common practice and his car had no tint but was charged $599 he knew nothing about. After being ignored by Silvio, I got a hold of Frank today and told him about the contract. He said it’s legally binding and can’t do anything about it. Legally binding telling me extended warranty was $25 a month but it’s $90. Car price is not $55k but $55.6, and yet today he never said car had tint when it was ready. Yet he says it’s finalized and signed and I’ve yet to see the car that’s got a dirty car fax.

Doug Pfeffer at Lexus of Maplewood is a rock star! He’s professional, friendly, and always makes the service process easy and stress-free. Doug doesn't just "check the boxes" of good service - he builds trust. He doesn't give excuses; he solves problems. Doug explains the work, offers helpful insights without pressure, proactively communicates updates, and ensures my vehicle is ready & meets my expectations. It’s rare these days to find someone who blends technical expertise with such genuine courtesy. When I drive away, I am confident about the quality of the work & also appreciated as a customer — that’s what keeps me/people coming back. Please extend my sincere thanks to Doug Pfeffer & team. Doug is a big part of why I/we (2 Lexus vehicles) keep coming back — truly top-notch service every visit!