|Address:||6421 Lemmon Ave, Dallas, TX 75209, USA|
|Working:||8AM–8PM 8AM–8PM 8AM–8PM 8AM–8PM 8AM–8PM 8AM–6PM Closed|
What a disappointment! I leased a car through them for a little over 3 years and did not have a positive experience. When I first leased the car, I was told by my salesperson that they would come to me for required service, so I wouldnt have to drive all the way downtown and rack up unnecessary mileage. On the first scheduled service, I called the dealership to make arrangements, and mentioned them coming to me. Ha! The service advisor all but laughed on the phone and had no idea what I was talking about. So, I ended up getting my car serviced elsewhere throughout the lease term. Lesson learned that sales will tell you anything to sign on the dotted line. Fast forward to two weeks ago when the lease maturity was approaching. I basically went back and forth with Lexus Financial and Sewell for more than one week, trying to understand my options. Each time I called, I received a different answer. I had all but given up and had decided it would be impossible for my family friend to purchase the car, but I made one more call to Sewell and spoke with Irene. She explained that this can definitely be done and said my friend just needed to fill out the application for approval, and I would just need to sign the paperwork returning the car. She asked me for my information, pulled everything up and told me she had all my info and would get the paperwork ready for me. My friend immediately completed the app and received notification the same day that he was approved. The following day, I drove to the dealership to take care of my portion, which consisted of signing 3-4 pieces of paper, and then my friend was to go to the dealership to complete his part. Upon arrival, Irene came out and asked what I was doing there. I explained I was there to sign my paperwork so my friend could complete the transaction. She said he was not approved and asked if he was going through another bank. I told her I was confused, because he had been given an approval the previous day. She stated that she was waiting for a better rate and had not been given an answer and this was at my friends request. Totally confused, I told her I would call my friend to see what the issue was, because we were both under the impression this had been completed. She said she would step away "to take care of a few things" while I made the phone call. My friend said he did not ask for another rate and was again under the impression everything was taken care of and ready to go. I hung up and waited an hour for Irene to show back up so I could explain. She said she was now tied up with someone else and would get back to me when she could. I told her I just needed to sign the paperwork to return the car so I could be on my way. Keep in mind, she said the day before she had my info and would prepare the paperwork. Another hour passed, and by this time, my husband had arrived to pick me up. Seeing how distraught I was having to sit in the lobby for two hours, he went to find a manager to figure out what was going on. The manager said he could assist but said the reason I had to wait is because I didnt have an appointment. SERIOUSLY??? Irene never said I needed an appointment and said the day before she was preparing my paperwork. I guess that was her excuse to not get in trouble with her boss when confronted. I am not an uneducated person who feels entitled. If anyone had indicated an appointment was necessary, I would have gladly made one. To be treated with such disrespect, dishonesty, and unprofessionalism is completely unacceptable. And jfyi, it took the manager less than 10 minutes to have me sign the paperwork for my car. Unbelievable. Needless to say, I will never purchase a car from any Sewell dealership, nor will my friends and family in the future.
I paid $800 for one wheel here (which was higher than anywhere). I agreed to pay more because they had the complimentary rentals available. It was going to take a long time for them to get this one wheel in so I went home to Austin. They received the wheel on a Friday night (about 2 weeks later) and expected me to be there Saturday. I told him I could be back in Dallas Wednesday. Well I arrived in town late Wednesday so I planned to go in Thursday. I received a call from an angry rep there demanding the rental back that day. My car is way nicer than the rental so I am not sure why he thought I didnt want my car back. I wish I could post pictures of my car here. It is a dark blue car and was returned to me yellow with like acid rain on it or something (I am not exaggerating). The wheel they replaced already has gone flat the next day. I noticed the low tire light was already on when it was returned to me. The gentleman helping me tried to sell me on it being one of the other tires tripping the light. I bought what he was saying because I was in a hurry, plus if you stay in the one exit line they have, you hold a lot of people up. It is really a rush to get you out of there. Luckily I have a warranty with NTB and can go get my tire installed properly. This is the first review I have ever written in my life. I have dealt with a lot of bad service throughout the years and have never complained about it online. I could not hold back from this. ***** UPDATE ****** I took my car to NTB and they fixed it. Apparently, Sewell had over-tightened the valve and the valve sensor had broken causing the valve to leak. My tire went flat in one night. The very sad part about this is my car was ready Saturday and I did not get there until Thursday. So, Sewell KNEW there was an issue with their work. They had to have refilled the tire at least one time. I suspect they refilled Wednesday when they thought I was coming and then again before they drove it up to me Thursday. They did not want their rental car back, they wanted to stop having to fill up my tire to conceal their poor ethics.
I always felt that dealerships are always going to be a bad experience since it can be very frustrating with how a dealership typically works. This dealership was very different from the past dealerships I dealt with. Saying that, I honestly was surprised by the 5 star customer service that my family and I received. I would like to thank Kevin & Samantha who help get my car out of the lot and with other little tasks that they did not have to help me with at all.They went above and beyond and they really made this a smooth experience. There is one downside and it was that the cars alignment was leaning toward the right but other than that great experience! Update 09/06. I noticed the interior wasnt thoroughly cleaned since there was lots of dust on the center console. This isnt too big of a issue but after driving for a few days I noticed a sorta screeching sound when stepping on the breaks when starting up the car. Only reason I bought this car and not another car at a dealership I shopped at was because of that sound particularly. Not sure if it is because the breaks are brand new or something else. Updated 09/08/16 Last update! When my family and I bought the car it had just arrived at the dealership. I wanted a black on black Lexus GS which Kevin was able to help me with. The car had not gone through service but I took interest into the car by just looking at it. The car was beautiful as is and Kevin told me it would look much better after having all the services done to the car. He was right the car did come out even nicer. Although, I was a little concerned with how the interior was a little bit dusty when I received the car and that was due to miscommunication as I was coming from Austin to Dallas and the dealership did not have time to clean up the car since it was very sudden. Kevin has provided the best customer service by a dealership I have experienced with so far. I would like to thank Sewell Dallas for their customer service and maybe in a few years return to buy another Lexus. Thanks!