BEWARE! READ THIS 1ST BEFORE DOING BUSINESS WITH THEM!
BTW, if I could have given them a ZERO star I would!
I inquired about a car via the internet and was in communication with Chanel. She gave me an estimated offer on my trade in and recommended I come in (I"m out of state) to get a better and clearer trade in offer as it is challenging to do so via technology. We agreed to meet during the weekend.
I had financing lined up, however, she suggested I apply for finance with their dealership. She said they have connections with other banks and can see what kind of rates they offer/pick the best one - made sense to me.
The next day they ran my credit report and sent my info to 4 different finance companies. The day after that Chanel called to confirm if I was en route to the dealership which I confirmed yes - 3 hours into my drive.
About 20 minutes later she called back telling me that someone had made a deposit on the car I wanted. She said the customer is from Chicago and knew I was coming in from Michigan so he/she made a deposit. I was immediately upset - not because the customer made a deposit on the car, but because the dealership allowed this to happen. Why would a dealership request for you to come in, then run your credit report, then follow up to ensure you're on your way there, and then call back with "Oh, its no longer available"???
I was then passed on to Greg Gaspar and Mark Wade. Greg couldn't help me nor the situation and passed me to Mark Wade. Mark made the situation worst. He was completely rude, had no sympathy or understanding for the situation, did not hold his department accountable for their poor actions, made excuses that they have two different buildings and they do not speak to one another which I told him it's not my problem they lack communication skills. He went on to say the estimated trade in offer was firm and for me not to expect to come in to negotiate on the trade in and the price of the car. I asked him, "Who does not walk into a dealership and negotiate?!" His rude reply was, "Out of state people." Seriously? Does he think customers are so dumb they will not negotiate on a trade in and/or price of a car? I told him, "If your so called "firm offer" on my trade in is your tactic to get rid of me so you can push me away then just admit it so I don't waste more of my time to come there." His response was, "Don't bother coming in."
I hung up on him and turned back around. I was 2.5 hours away from their dealership.
Mark Wade, you can kiss my pretty ass! You are rude, incompetent of your role, lack customer service and understanding of your internal processes, and Lexus should be ashamed of you.
