Meade Lexus of Southfield

Reviews 3

JA

James Rood

Now let me start off by saying Im usually a relaxed individual and "roll with the punches" but my experience with the service department at this dealership was terrible. Earlier last week, on Wednesday, I called the service department at Lexus and ask for a Saturday service time, they told me they had one available and I tried to schedule it. After I discussed the problem that the car was currently having they said they couldnt fit me into the allotted time slot that Saturday. OK, no worries, but I do need to get the car looked at because I am driving 2500 miles in about 6 days and this issue with the car just arose. So, they offered my any time the following week to schedule. I work a demanding job from 6am to 6:30pm and said nothing would work that week for me. The receptionist goes on to tell me that Lexus offers later service times on Monday. Knowing that the dealership is about 30 minutes away from me I tell her I cannot make it by then and ask if there are any other options. She goes on to tell me that I do NOT have to be there at the specific time she scheduled me for and said I just needed to be there close to the time (the time scheduled was 5:15). She knew that the issue would take a few days to look at and scheduled me a loaner up front because she knew I would have to drop off the car for it to be serviced. "Sweet," I thought, "That is Lexus really pulling through!" Forward the story to Monday. I work my schedule to get out as early as possible and manage to get out at 5:30pm. Knowing that I "missed" my appointment time I called ahead to the lexus dealership as I started my drive out that direction. When the receptionist picked up the phone, she started with the typical "Thank you for calling Lexus, how may I direct your call." I asked for the service department and was transferred to only be on hold for a minute. The receptionist picks back up and tells me they are all busy and to leave my name and number and they will call me, "right back." Knowing that my situation was a bit odd, I took a quick moment to explain to her what was going on. After apparently wasting her time, she says in a stern voice, "Pfft, Sir. Whats your last name? And number? Okay, Ill have them call you right back." Apparently "right back" at Lexus means 30 minutes later. So after this time passes and I wait for the call, I am on my way there thinking everything is fine. As, I turn onto the street where the dealership is located, I get a call, finally. Service picks up the phone and said, "Is this NAME." "Yes," I say. He follows with, "Your appointment was for 5:15, we will have to reschedule." I explained to him the situation only to have him repeat the same line. "Sir, we will have to reschedule." So... First of all, you schedule me KNOWING I probably wont make it on time. Second, you schedule me a loaner ahead of time because you KNOW that i will have to LEAVE THE CAR THERE. Third, even after I explain the story, I dont even get a confirmation about anything I said. Just "Okay, looks like we will have to reschedule." And to top it off. I told him well then I would have to cancel, and instead of him trying to offer a solution, he just says, "Okay, Ill cancel that for you." So now, I drive back home 40 minutes in traffic. The dealership still doesnt close for another 25minutes and could have EASILY worked with me, but they elected not to. Poor taste, Lexus, poor taste. Lexus, this is just another terrible mark on what is supposed to be some of the best customer service in the business. Im sorry, but the taste in my mouth is just so bad from this experience and how the car I purchased is having so many issues, I might just look elsewhere for service and for a car that earns my patronage. I will be sure to tell everyone else I know as well. Thanks for not coming through Lexus.

KH

Khanh Ha

We recently bought a Lexus, we have bad experience with financial service! I told them I did not want extended service but he convinced my husband to buy it without telling me. We called back to cancel the extended service and it took forever to update the new balance. I bought a car on Jan 2th, I still havent get updated on my account. I keep calling, texting and the only answer I get is keep waiting. Why it takes so long to update the new balance? Im very disappointed! Jan. 20th: Talked to the manager today, he promised to get everything taken care of, and we expect to see the updated principal balance soon ( after they removed the extended warranty service) . Everything is clear to me, just need to see the updated balance to make sure everything is correct as promised . Im glad that I finally have a clear answer from the manager, will share my experience later after I see the updated balance, hopefully in few weeks! Jan. 23rd: Thought everything would be fine, but temporary plate already expired and I was promised to get the permanent plate on Jan.11th, still have not received it yet. I had to call like 10 times, they promised to send another temporary plate but I still have not received it, I asked for the tracking number of the mailing package, never get an answer. Also no updates on balance yet! Lexus financial service will able to cancel the extended warranty service only if its effective. Found out that the vehicle service agreement ( aka extended warranty service ) never been approved, so how can Lexus Financial Service help us to cancel if the contract never been effective? How funny is when the contract fee already applied on our principal balance and the vehicle service agreement has never been approved. To the manager: I was promised everything will be expedited but still have not get any updates. I understand you are busy and things take time but for my expired temporary plate, I wish your employee was a little more polite not to ignore our calls & texts. I will update the reviews after everything get updated but for now, your place deserves low rating. FYI my husband account is TUNG MAI if you want to investigate the issue.

SH

Sharon Diotte

The Meade Lexus team is professional, friendly and super helpful, from Joe Rodriguez, general manager, to Dave Israilov, sales consultant, to Anita Fernandez, finance administrator, to the neighborly women operating the refreshment counter, to Philip Coron, the vehicle delivery specialist. Dave Israilov, listened to what I wanted and showed me the exact matches available on the lot. He then worked with Joe Rodriguez to give me a great bottom line price and a surprisingly low finance rate, resulting in a monthly payment plan that made it possible for me to buy my dream car. I had shopped around extensively before making this purchase so I was thrilled to meet with no pushy sales talk (actually the Lexus ES sells itself …it’s an amazing vehicle), and no frustrating price negotiating. I didn’t need to tell Dave what another dealer had offered me; he just gave me the best offer right up front. Refreshing. Anita explained every document needed to process the purchase so I was clear on each signature, getting me approved and signed in lightning speed. Such a warm heart this woman brings to the table! Once the purchase was done, Philip Conan reviewed the important operating systems of the car (lights, locks, mirrors, etc.) mustering a saintly dose of patience as he walked this low-techy grandma through the operation of the navigation system. Philip insisted that I call him with any questions as they popped up. On my drive home, I found the voice prompt volume was too low so I left a message on Philip’s voice mail. I then read through the manual and found I could correct the volume myself so I quickly called Philips voice mail to cancel the request for help, but within minutes, true to his word, Philip returned my call to make sure I was set. Thank you Dave and the whole Mead team for this joy filled experience. I am proud to now be a member of the Lexus family. If the service department is as good as the sales department, which I read it is, I am looking forward to continued excellence.