McGrath Lexus of Chicago

Reviews 3

MA

Mansoor Arain

I had an interesting experience purchasing a CPO vehicle from McGrath Lexus of Chicago. Having read the myriad positive reviews online, I made it a point to work with their dealership since I was going to be relocating half-way across the country, and wanted to work with someone who I could trust. Im not sure if these reviews are somehow edited or "cleaned up" from time to time, as so many of them are, but I had a less-than-stellar experience - and thats putting it nicely. I would implore anyone and everyone who is considering going to McGrath to read on for an honest account of my experience. The two sales associates I worked with were Sean Shumpert and Bill Tacker. First, I always felt rushed when I called the dealership, and during one particular call, while discussing the details of the sale, the associate actually had the audacity to tell me that I needed to hurry up and make up my mind about buying the vehicle, and that over the 15 minutes that he had spent on the phone with me, he could have "sold 1 or 2 other vehicles." He was basically telling me that I needed to commit to buying the car right then and there, or stop wasting his time. Wow. This same associate proceeded to rush me off the phone several other times, too, and frequently left me hanging when I asked him a question, apparently because the question wasnt worth his time. Once things finally got rolling, there were frequent miscommunications regarding paperwork and timelines, and ultimately, due to a significant oversight by the dealership, the pickup/transport service I had booked arrived to pick up the car before it had been properly authorized to be released. The sales associate at McGrath proceeded to call me numerous times while I was at work, treating patients at a university hospital, and left a series of progressively more exasperated voicemails saying such things as "you need to hurry up and return my call," "we cant do anything until you take care of things on your end," and finally, "I just really want to get this sale done and be finished with this." Rather than acknowledge that mistake had been made on their end, or respect the fact that I had previously told them that I work at a hospital and am unable to take phone calls during the day, I was accused of handling the situation irresponsibly. Finally, to add insult to injury, the company forgot to send me the documentation for the car, and I had to call to ask for it to be mailed to me. In short, I really cant imagine having a more frustrating experience while trying to buy a used car while concurrently relocating, especially when considering that was in the market for a Lexus. I realize that I made a number of mistakes during the process, too, but theres really no justification for bullying a would-be customer into buying a car, rushing negotiations, and basically discarding any semblance of customer-centered business. Regarding the sales associates I worked with, Sean was the one who handled most of the early calls, and though he was unaccommodating and irritable at first, he was quite responsive towards the end, and went so far as to issue a mild apology when I called to request the documents, and told him about my frustrating experience. Bill Tacker, on the other hand, was incredibly rude throughout the process. Had I not waited until a few weeks before moving to address the issue of buying a car (which, I admit, is completely my fault), and had I not been set on buying a specific car, in a specific color, with specific features, etc. that was only available at a handful of dealerships at the time, I would have walked away from McGrath Lexus of Chicago in a heartbeat after only my second call to them, given how I was treated. However, given that I didnt have much wiggle room to make alternate accommodations, I thought the best I could do was to leave an honest review of my experience to help guide future potential customers. Please take this review into account when deciding whether or not to give McGrath your business.

RI

Rina Rothmann

The more I think about my experience with the McGrath sales team on Wednesday evening, the more compelled I am to post a public review. Take note, car buyers and Lexus corporate: McGrath Lexus of Chicago offers a couple of the most professional, genuinely invested, and engaging sales representatives that Ive ever encountered. I stopped in at McGraths beautiful and busy showroom without an appointment, in flip-flops and a hooded sweatshirt, to fulfill a test drive offer that I had received in the mail. I was completely honest with front desk staff from the start, and admitted that I had only come in to fulfill the offer (and to have a few minutes of fun with a beautiful car.) I fully expected that the sales staff would respond to my visit with impatience, as I clearly represented zero chance of sales commission. But still, as I wandered in to pick out my very temporary "dream car," Shawn Friedman in Sales & Leasing came right up to offer his time. Not wanting to waste it, and in avoidance of the pressure that Ive always associated with car dealerships, I told Shawn right away that I was not in the market for a new car. Furthermore, that I truly appreciated the luxury of a Lexus, but that I would never ever consider one to be an affordable option when selecting my next dependable, pragmatic (read: boring) vehicle. Shawn and his manager Mike chose to invest time in me anyway! They treated me as a guest, they never once challenged my own description of needs and means (which is incredibly noteworthy,) and I actually ended up enjoying our conversation about the balance of affordability, quality, and longevity that Lexus can offer. There was no feeling of a "pitch," only that these men really believe in the quality of the brand that they represent, that there were actually financing options that might be perfectly reasonable for me in the future... As I left, I realized that my experience with the McGrath team itself, not the smell of new leather or a manipulative pitch, had significantly impacted the possibility of my considering a Lexus purchase or lease in the future. I know that I would specifically return to this particular dealership, that I would recommend these salesmen to friends, and that enough mutual respect was shared during my visit as to elevate my impression of the brand. Thank you for a singular experience, Shawn and Mike. You, Lexus, and McGrath have a great deal to be proud of.

RI

Rich Bailey

I have had 3 Lexus vehicles over the past 14 years. I am currently dealing with Dianne Brogan in the Service Dept regarding a recent issue I had on my last service visit. I had to return to have the original work redone as it was done incorrectly the first time and resulted in some loud metal on metal rubbing/ grinding sounds. Turns out they forgot to attached something and that this was causing the sound. This is not the first time Ive had to come back to McGrath to have the original work redone. Both times were issues with the brakes. You would think that they could have found these issues if a proper test drive had been done once they " finished " the vehicle - after all - thats how I noticed the issue. I raised my concerns with Dianne - and she met with Frank - the Service Manager to discuss what they could do for me - the result was an insult - a free oil change..........really!! I told Dianne that this was disappointing and that what I wanted was a complete refund ( roughly $1,800 ) for my last service visit - still awaiting a response from this latest exchange. I am extremely dissatisfied with the way I have been treated, and this will surely effect my decision on what brand and where I buy my next vehicle from. Lexus used to be my 1st choice, but after these issues Ive had with my last vehicle - Im not sure anymore. Im giving them an opportunity to " make it right " - lets see what they do! Update - Frank from McGrath called and offered to reimburse me for the cost of the brake job that was done - roughly $500. He said that he cannot be sure that they neglected to attach a backing plate or that it was caused by a rock or pot hole. While Im not happy, but in the same token Im not stupid, and took the money. I will now follow up with Lexus corporate and see what resolution they can offer me. As fas as McGrath goes - Im done with them, will never do any business again either new car or service, and Id advise you all to do the same.