Lexus of Cool Springs

Reviews 4

A

A Private User

My wife and I were interested in purchasing a new car. We live 2.5 hours away from this dealership, so I called first thing in the morning to find a salesperson and to let them know we would be coming. I found out who I was going to talk with and got their cell number to give them a heads up when we were going to arrive, which we did about 20 minutes out. When we arrived our sales person was closing a deal, so another young salesman proceeded to help us. Right off the bat we told him what we were interested in and exactly the option that we wanted. We were already well aware that the vehicle that we wanted would have to be built, but the salesman continually pushed us toward others that were readily available on the lot and questions our decision on what we wanted. This guy was either a complete moron or had sales training at the local McDonalds. No offense to McDonalds, but when you are dealing with this type of purchase you would assume better treatment. After I finally got him to let my wife test drive the car, we got him inside and he proceeded to look if the car we wanted and the features requested were available (note I told this guy that it was not as I had already done my homework with many other dealers around the Southeast) I also knew what I was going to pay and was going to put the order in and write the check for the car if he came to the right price. He put everything in the computer and pulled the old, let me get with the manager. We went into the lobby, now the dealership had about 6 sales people and besides my wife and I there was one customer outside. The sales people began to argue and the next thing I know our salesman was out with this other customer. Then some other sales genius came up to me and said are you done here? I gave him an abrupt look and pointed to our salesman and said he was trying to finalize a deal. He stated that they were very busy on Saturday and an appointment was need on Saturdays. My wife clearly upset now said we did have an appointment, stunned I collected my jaw off the floor and stated that we made a 2 and half hour trip to purchase a car today and told my wife that we would be leaving. At this point my wife and I were in total awe and could not believe what just happened. We were not window shopping or playing games.Ive been in sales all my life and we are both professionals and were there to purchase a car of our choice. I have no idea whats going on there, but weve had better service in a waffle house. As we were trying to stay closer to home we wanted to purchase in Nashville, needless to say we will go back to the original dealer that we had been talking with at the start although he is three times the distance, I will be making that deal on Monday. In todays times we thought it would be an instant attach for a sale. However they must have more business than they know what to do with, this experience was a great disappointment and has left my wife and I feeling totally disrespected and reconsidering whether to even buy a new lexus. I would caution anyone in dealing with this dealership, especially if your expecting a higher quality of salesmanship in purchasing a luxury car.

---

RA

Ralph DeMarco

Have been to Lexus of Cool Springs twice for routine service--60,000 and 75,000 mile scheduled service on my Lexus RX350. On the positive side, the scheduling of the appointments online was quick and easy. The service agent was very friendly and accommodating and I was surprised at the quick time it took for the service while I waited the first trip. The wait area was very modern and clean and there was free food and coffee for the customers as well as free wi-fi. On the negative side, on the first occasion I noticed that they had not replaced the rear differential fluid as recommended. The service agent said it looked clean. I was surprised but gave him the benefit of the doubt. The second occasion was the 75,000 mile checkup and I mentioned the rear differential fluid to him when I dropped it off and it said he would check it. When he called and told me the car was ready, he mentioned the rear differential oil was very dirty" and was replaced. After getting home and checking the invoice on the 75,000 mile checkup I noticed there was no mention of the required oil and filter change on the invoice. I checked the oil and it was dirty. I called and the agent checked with the mechanic and confirmed that the oil and filter had not been replaced as required in the 75,000 maintenance. He apologized and said that it would be replaced free of charge. I took my Lexus back and waited about an hour for the oil and filter change. I paid $464 for the 75,000 mile checkup and for that price would expect a higher level of competence from the service department. I will not be back.

---

FE

Felix Ching

Me and my wife went to shop a NX during the weekend, a young sales man greeted us, discussed our specs and parted way. Afterwards we were discussing our prices throughout the week, we finally settled on a price with what I thought my ideal spec; the sales man later calls back telling me he has two spec sheets back-to-back and got the price wrong, with the spec I ACTUALLY want it will be $1100 more. Now after we settled on a price AGAIN, he calls me back telling me the car is already sold. He told me that he can get me a similar car, WITHOUT the power rear door which me and my wife want, WITH the original price and he cannot shave off any price anymore. My entire week wasted and this dealership cannot give me my ideal car, I will have to settle on something LESS THAN ideal and yet pay the original price?? I will not shop a car here, the experience is horrible. EDIT: The salesman calls back and offered a genuine apology, owns up the mistake and made a great offer. We strike a deal and now am driving a sweet Lexus NX; the fact that they are willing to own up the mistake and try to make up for it deserves great praises. We did have bumps, but in the end me and my wife are pleased.

---

JE

Jessica Catignani

I showed up for my 1:15 appointment on time and was greeted by someone who told me Id be helped by "Jeff" if I waited with my car. At the time I arrived, I was one of two or three cars in the garage. I waited by my car for Jeff for almost 25 minutes while I watched several cars pull in, their owners out and into the waiting area. Jeff never showed up, and the gentleman standing under the concierge sign never said anything to me or checked on me until Id made the decision to go. And even then, he told me they "would fit me in." I had an appointment, sir, for a service that would require payment, but I appreciate that grand gesture. Im not sure what made me different from all the other people that arrived. I was hoping Lexus of Cool Springs would reach out and let me know. But they didnt. So they get the first bad review Ive ever given. The only reason it isnt one star is because a couple of guys did stop to ask me if anyone had helped me, which I appreciate. Yet, they never offered a solution, not even to wait in the waiting area. For a company that prides itself on the perks it provides its customers, you sure are missing the mark.

---

---