Lexus of Clearwater

Reviews 3

MA

Marina Simon

Customer Service at Lexus Clearwater July 2, 2016 I normally take the time to write an excellent review or an extremely poor one. Today I had a poor experience at Lexus Clearwater. I consider Lexus an extremely high quality (in every single aspect) company. I have had top of the line experiences in California and Delaware. But today was my first experience with the branch at Clearwater Florida (US 19th N). The person who took care of me was the Assistant Service Manager Randi Doyle. She was unfriendly since the first hello. I had to warm our communication up by smiling and asking her a couple of questions, like how long would service be? To which she answered one hour to one and a half. Follow to that I asked her if I could get a loaner. She answer, we don’t do that. I told her other branches did, to which she said, oh well we do it, but you need to call and request one, before you come to do the service. Service finished at 2:10pm. She sign me off and I took my car (which was on and I left). When I realized the key was not in the car. I immediately came back and requested the key. Four service guys were running around for 15mins trying to find the key, they keep looking at each other. In the mean time I went to see Randi and asked her were my keys were, she looked at me surprised; while with another customer, as if I was bothering her. Saying in a rushed way and bad manners, she gave it to one of the guys of service outside. I asked her which of them. She said “I do not know, they are new, asked them who has it.” I went out and the service guys were still running around, trying to find out who readied the car to be taken home. No one can answer the question. I told them the key would probably be in another customer’s car. Please check on which customers had left. They ignored me and continue running around. No one was taking care of finding the key. Their product should be a “satisfied customer with their car in optimum operation ready to take home”. Not a customer, that can’t leave the shop, because there are no keys and no one knows where they are, and they are too busy to find them. I went to ask for the General Manager – Ken Haines. He never showed up, he was on the phone with the sales manager, who was the ONLY one who asked me if he could help. The general Manager talked to him and never asked if I was taken care of. Later, Randi arrived telling me, she knew where the keys were. I asked where, she said a customer’s car. I asked how long would it take me to get the keys. She said between 15 mins and 20 mins. After almost an hour of waiting, another employee arrived and told me there would be another 15 mins. I left at 3:30pm. It took 1 hr and 30 mins, to get the keys. More than the 1hr of service. Randi just said she was really sorry but constantly stated that she couldn’t do anything about it. The lack of responsibility across the different management levels was incredible. The point is YOU can always do something for your customer. I have worked on customer service myself, and this is unacceptable, from a very high quality company. Clearwater branch, this is for you to correct the lack of professionalism of your employees, it dirties the company name. Even when the technical service was done correctly, your customer service translates as you don’t really care for your customers, who are the one that keeps you in business. I would not recommend at this point Lexus Clearwater service. Marina Simon

A.

A.M. -

The reason why I rate Lexus of Clearwater so highly is because of David Craig, Mark Niquette, Roman Voloshyn, and Kevin Crosby. Firstly, Mark in service was so compassionate by taking me on an emergency circumstance to replace my old battery that died on me, so while they worked on my Lexus, Mark referred me to David Craig, to help me trade in my old Lexus and helped me find a new one. Secondly, David Craig is totally awesome! He not only greeted my mother and me with gentlemanly warmth and a kind and pure spirit, but also he talked Italian to my 87-year-old mother! Hes not only charming with goodness that makes him handsome and wholesome, but he is completely business-like too. His method of public relations is dynamite! He is so down to earth with virtues of understanding, compassion, and a list of similar life experiences that I totally loved him and wanted to take him home with me! I feel as if David Craig is my very own family member: brother, husband :), and is like a son to Mom. He had the most utmost respect for my mother and loved listening to her life stories of when she was born and raised in Italy in the early 1900s. David kept me enchanted with his life experiences and I felt I could identify with him. Thirdly, David referred me to his team member, Roman Voloshyn, to help me and Mom in the process of buying my brand new 2013 Lexus RX350 to replace my former 2004 RX330. My new Lexus not only has satellite radio, but also has apps via my iPhone and bluetooth! Im so excited! David Craig and Roman Voloshyn were responsible in keeping my mother and me comfortable while we waited from morning till night to get the best price for my new Lexus as well. I am overwhelmed with joy that Lexus of Clearwater showed the best compassion towards me in my special circumstance and gave me the greatest deal of the century. When Roman heard that I was in need of a hug, Roman Voloshyn gave me a big bear hug. I liked it so much I told him to just keep hugging me! There’s nothing but LUV at Lexus! Fourthly, after buying my brand new 2013 Lexus Luxury Utility Vehicle, Roman Voloshyn referred me to Kevin Crosby in Finance. Kevin was very nice and fast, and there weren’t any messy papers to sign because we signed on the computer through the glass inside his desk! I invite you to come into Lexus of Clearwater to see what great deal you can get on your new Lexus. Are these guys for real? Yes they are! Come and see them today to get into your new Lexus. They will treat you just right. Lexus of Clearwater has such a warm heart for people and want to fulfill their need for a dependable and safe car. They dont hound you like all the rest of the car dealers. Lexus has the highest amount of ethics in their salesmanship. I don’t buy anything but Lexus. Good and godly people, excellent service, and genuine care!

JE

Jessica Jackson

Update*** After writing this review, Brian Kramer the General Manager at Lexus of Clearwater personally called me. Our conversation was pleasant and he kindly assured me John Taliaferro would receive training to correct this behavior. By the end of the call I was more than pleased with the outcome. Ive heard many horror stories between customers and businesses and the way the customers are treated when they send in complaints and I can tell you this outcome is no horror story but more of a fairy tale. Mr. Kramer went out of his way to assure all my concerns were handled. Thank you so much! I now feel comfortable in doing business with them again. Especially since I know they will handle matters quickly and in a professional manner. Lexus of Clearwater! Thank you Thank you! Your salesman Mr. John Taliaferro was helping me find the perfect car, once I found the car I decided I wanted to purchase it. He walked me to his office to discuss the numbers to purchase this vehicle. He handed me a printout which displayed the cost of the car, dealership fee, theft protection warranty fee ($299) and Exterior warranty fee ($599). I asked him to remove the theft protection fee as I do not want it. He did. Then I asked him is the Exterior warranty fee mandatory in order to purchase this vehicle? He said yes. I said ok and continued with the loan because so far my experience with Lexus of Clearwater was impeccable; they made me feel like they can be trusted. After going home and re-thinking what I just done, I realized warranty fees shouldnt be mandatory to purchase a vehicle. Mr. John Taliaferro sent me an email requesting to give him a review on google plus. I responded expressing my concerns about the fee being mandatory. His response was I never said the Exterior warranty fee was mandatory. He downright lied to me in order to sell this car. If Mr. John Taliaferro would have told the truth and said this fee is not mandatory while I was discussing the purchase price of the car I wouldn’t have kept the $599 warranty. I am now out of $599 all because Mr. John Taliaferro prefers to meet his quota of selling cars before putting his customer needs first. One of the reasons why I chose to purchase a car from Lexus of Clearwater was because of the reviews; I thought here I could avoid the stereotype of a dishonest car salesman. I was sadly mistaken. All if you decide to purchase a car from Lexus of Clearwater stay clear away from JOHN TALIAFERRO.