Fresno Lexus

Do not trust these people. The sales staff seemed very nice from the outside, but they all worked together to get customers in, then find ways to change the quotes, trying to milk more money out of you.

Don't waste your time with them. Very dishonest people!!!

They will make you feel as if you are there to steal their cars from them, instead to buy, because the quote was so low. It is just a totally waste of time. I would rather spend time to drive down to Los Angeles to get a car. There is so much competition in LA, they don't dare to offend you. In LA, they are on their knees to ask you to come in and give them your business.

Fresno Lexus still has small town mentality, as if they are the only dealership in town that sells Lexus.

Fresno Lexus gave me a quote last week. It was a good one. I went there out of trusting what they said was a real deal!

After spending hours waiting: test driving, credit app, approval process,,, At the exact moment of signing, they told me the price needed to go up by $75 per month. "It is just $75 a month," said the manager on duty. There was a technical problem in which they made a mistake... haha, what a joke. I bet they were betting on that after spending so much time there in the dealership, I would just eat up the hike in price, because my time is more valuable than $75 per month.

Of course, I walked out of there. After wards, I cannot even get a hold of the original sales person. They would not return calls.

These people are dishonest. Do not go there to waste your time. I don't see that they will stay in business for long, for they use tactics like such to get people into their dealership!

Fresno Lexus: Poor Customer Service was documented with the Lexus Corporation Under Case Number 120128-****44

This letter is to recount the events as they happened at the Fresno Lexus Dealership on Saturday, January 28, 2012 at 10:30am located at 777 West Palmdon Drive, Fresno, CA, 93722

On Sunday January 22, 2012 the car would not start after stopping for a few minutes at a store. It was determined that the car's battery was defective and would no longer hold a charge. The Fresno Lexus parts department is closed on Sundays so I made the decision to replace the battery so that my wife and I would no longer be stranded. The car has been running for a week now with a new aftermarket battery without any problems. The 84 month Lexus battery (part number 00544MF240575) was replaced in June of 2009. My wife and I went to the Fresno Lexus dealership for the battery under warranty to be pro-rated and have that difference credited back to me to offset the cost of the new battery. I was met by Jacqueline and explained to her the situation. She said that she did not know what to do and that she had never faced this issue before and went to get help from a co-worker named Dave. I again explained the situation to Dave and he came back with a story to liken my situation to a thief who stole new Ford car parts out of the back of a truck and tried to take them back to a Dealership for money. I said "I'm standing in a Lexus Dealership with a failed Lexus part that is still covered under warranty, what solution do you have available to me?" He ordered me to go to the Service Department because he could not help me. Dave said that without an invoice I cannot prove that I paid for the part. I told him that I was not going to go to the Service Department and

that he should go and resolve this issue on my behalf between the Parts and the Service Department while I waited at the front parts counter. A Service Consultant just happened to visit the cashier that we were standing next to and for the third time I explained the issue all over again and I requested that he use the Vehicle ID (VIN) number to pull the service history on the vehicle in question. The Service Consultant came back with the printed information validating my story as I had already explained three times. Now we had the paper trail that Dave was so insistent on having and at this point I believed that the problem was going to be quickly resolved but, Dave disappeared... Jacqueline

then came out and told me that there was "another" problem. She lacked the authority and that "nobody" at the Fresno Lexus Dealership on the weekend has the authority to issue any credit for defective parts. I asked her why is it that as a Lexus customer that I have to resolve things that Lexus ought to be resolving? She said that this was a new kind of problem that she had not faced before. I then asked her Why did Dave liken my situation to a thief stealing parts and taking them to a Ford dealership asking for money? I told Jacqueline that I don't need the money and that I'm looking for a solution with a failed Lexus part covered under warranty that I had no option but to replace right away. She said that she would have David (parts manager) contact me on Monday. I told her that Lexus is known for being number one in customer satisfaction, so why does Dave want to compare me to a thief standing in a Ford Dealership with stolen parts? She said that he was a really nice guy and that I was

being intimidating. I was likened to an "intimidating thief" at Fresno Lexus because of a failed Lexus part still covered under warranty for a customer pay item. My dignity and my integrity were called into question and I was thoroughly insulted, in front of my wife no less, by the behavior of the staff at Fresno Lexus. The lack of professionalism at Fresno Lexus is unacceptable. We are planning to replace a vehicle at the end of this year and I can tell you that purchasing a Lexus will not be one the choices on our list. If Lexus wants to continue to staff its dealerships with such incompetence, I would be surprised if Lexus even remains in the top five for customer satisfaction in the forthcoming years. On the same day, I also contacted the Lexus Corporate Customer Service at 800.255.3987 and documented my awful experience with a Lexus Representative under case number 120128-****44. I left the defective battery on the front parts counter with Jacqueline and I am still waiting for a resolution. In the twenty five years that I have been dealing with new car dealers, this fiasco is the worst experience that I have ever had with customer service at a new car dealership. If a Lexus dealer cannot even resolve an issue with something as minor as a battery, I dread to think what would kind of hassle I would get over something more complex such as a defective timing belt or a water pump.

Before coming to Fresno Lexus, please consider your options carefully.....

Fresno Lexus delivered poor customer service: Lexus Corp. Reference Number 120128-****44This letter is to recount the events as they happened at the Fresno Lexus Dealership on Saturday, January 28, 2012 at 10:30am located at 777 West Palmdon Drive, Fresno, CA, 93722On Sunday January 22, 2012 the car would not start after stopping for a few minutes at a store. It was determined that the car's battery was defective and would no longer hold a charge. The Fresno Lexus parts department is closed on Sundays so I made the decision to replace the battery so that my wife and I would no longer be stranded. The car has been running for a week now with a new aftermarket battery without any problems. The 84 month Lexus battery (part number 00544MF240575) was replaced in June of 2009. My wife and I went to the Fresno Lexus dealership for the battery under warranty to be pro-rated and have that difference credited back to me to offset the cost of the new battery. I was met by Jacqueline and explained to her the situation. She said that she did not know what to do and that she had never faced this issue before and went to get help from a co-worker named Dave. I again explained the situation to Dave and he came back with a story to liken my situation to a thief who stole new Ford car parts out of the back of a truck and tried to take them back to a Dealership for money. I said "I'm standing in a Lexus Dealership with a failed Lexus part that is still covered under warranty, what solution do you have available to me?" He ordered me to go to the Service Department because he could not help me. Dave said that without an invoice I cannot prove that I paid for the part. I told him that I was not going to go to the Service Department and that he should go and resolve this issue on my behalf between the Parts and the Service Department while I waited at the front parts counter. A Service Consultant just happened to visit the cashier that we were standing next to and for the third time I explained the issue all over again and I requested that he use the Vehicle ID (VIN) number to pull the service history on the vehicle in question. The Service Consultant came back with the printed information validating my story as I had already explained three times. Now we had the paper trail that Dave was so insistent on having and at this point I believed that the problem was going to be quickly resolved but, Dave disappeared... Jacqueline then came out and told me that there was "another" problem. She lacked the authority and that "nobody" at the Fresno Lexus Dealership on the weekend has the authority to issue any credit for defective parts. I asked her why is it that as a Lexus customer that I have to resolve things that Lexus ought to be resolving? She said that this was a new kind of problem that she had not faced before. I then asked her Why did Dave liken my situation to a thief stealing parts and taking them to a Ford dealership asking for money? I told Jacqueline that I don't need the money and that I'm looking for a solution with a failed Lexus part covered under warranty that I had no option but to replace right away. She said that she would have David (parts manager) contact me on Monday. I told her that Lexus is known for being number one in customer satisfaction, so why does Dave want to compare me to a thief standing in a Ford Dealership with stolen parts? She said that he was a really nice guy and that I was being intimidating. I was likened to an "intimidating thief" at Fresno Lexus because of a failed Lexus part still covered under warranty for a customer pay item. My dignity and my integrity were called into question and I was thoroughly insulted, in front of my wife no less, by the behavior of the parts staff at Fresno Lexus. This dealership needs to understand why it has become necessary to widely share my experience with their poor customer service. This behavior is unbecoming of a corporation such as Lexus and the Fresno Lexus employees failed to represent the great reputation that Lexus once had with me. We are planning to replace a vehicle at the end of this year and I can tell you that purchasing a Lexus will not be one the choices on our list. If Lexus wants to continue to staff its dealerships with such incompetence, I would be surprised if Lexus even remains in the top five for customer satisfaction in the forthcoming years. On the same day, I also contacted the Lexus Corporate Customer Service 800.255.3987 and documented my awful experience with a Lexus Representative under case number 120128-****44. I left the defective battery on the front parts counter with Jacqueline and I am still waiting for a resolution. In the twenty five years that I have been dealing with new car dealers, this fiasco is the worst experience that I have ever had with customer service at a new car dealership. If a Lexus dealer cannot even resolve an issue with something as minor as a battery, I dread to think what would kind of hassle I would get over something more complex such as a defective timing belt or a water pump. Before coming to Fresno Lexus, please consider your options carefully.....