After receiving no return phone calls following a visit to the Cleveland dealership, I decided to take my business elsewhere with Classic Lexus being the closest to me. On May 4th 2024 I went to this dealership to purchase a Lexus TX 350. It was explained to me by the sales rep, Brandon Fox that they had none in stock but that I could order the vehicle with the specs of my choosing. I placed an order and made a $1000 deposit. I was informed that it would approximately take a month for the vehicle to arrive. I received no phone calls from this dealership to provide any updates and on June 14, 2024 I called to check on the status. The person who answered informed me that my sales rep no longer worked there and passed me onto another sales rep, Ray. He said that I should have been notified of the recall and that the vehicle I ordered was sitting in a quality control check point. I had not received a phone call from anyone informing me of a recall. He stated that they expect the vehicle to arrive in approximately 30 days. He told me he would talk to his manager and call me back. I received no phone calls from Ray. On July 18, 2024 I called to ask for a status update since I had not received any calls. I was told it was Rays day off and that I could leave a voicemail. So I left a voicemail. On July 23, 2024 at 11:08 AM I still had not received a call so I followed up and asked for Ray. I was hung up on by the operator, so I called back. I was informed that he was with a customer and that he would call me back. I received a call back from Ray at 11:36 AM that day. He said my car was still stuck in the shipment port. He said they hope to hear something in August regarding an update. I received no phone calls from anyone at Classic Lexus. On December 5th, 2024 at 5:15PM I called to check on the status of my vehicle. I was able to speak with Ray and he told me he is going to get in touch with the inventory manager. He also said he would look into putting a hitch added on the vehicle for me and would get back to me on this. As you can guess, I never heard back from Ray nor anyone else at Classic Lexus. On December 30th, 2024 I called and asked for Ray. He was with a customer so I asked to speak with a manager. I was transferred to Manny, who informed me he was not a manager and that the call must have been sent to his desk by mistake. He said he would talk to a manager and he also informed me that he sees my car was shipped from Indiana and was sitting in Lordstown. He told me he would have a manager call me back. On December 31st, Dylan, a manager called me back and he left me a voicemail. In this voicemail he stated that he would call me back on Monday, January 6th, 2025. I returned his call at 3:19PM that same day, December 31st. He was with a customer so I left a voicemail and said yes, could he please call me back on Monday January 6th 2025. And again, I received no return call.
Last night I was watching TV and saw a commercial for the Lexus TX 350. While I have been extremely calm and patient during this whole process, it became clear to me that one needs to beg to purchase a vehicle from Lexus. I am so extremely disappointed in Lexus. I have been a Toyota owner for years and was excited to make this upgrade. I am so let down by this purchasing experience. I have had to put new tires on my existing car and have gone so far just shy of a year trying to just have someone return my calls when they say they will. Or even someone to call me and say "While we don't have an update for you, we did want to touch base and let you know we are still waiting." Or anything like that. Instead, I have to call and call and call and hope someone will call me back. Classic Lexus has had my deposit of $1000 since May 4, 2024 and has not once called me back without me calling and calling. It is the worst customer service I have ever experienced. To say I am disappointed is an understatement. read more
