Park Place Lexus Grapevine

Reviews 3

JA

Jason Dziuk

This is my "home" dealership, and has been for over two and a half years. I was in the market for a while, and I found this place by referral from the gal who runs fleet sales for Park Place Mercedes in central Dallas. I came to look at a car that wasnt even the color Id wanted, but things just all fell into place. Superficially, the dealership is everything youd expect from a luxury dealership: pristine showroom, extremely clean venue, and well-dressed and extremely courteous staff. There are a few things here that set them apart. They have a closed-in (sound-isolating) childrens play room with lots of toys and a TV set on Nick Jr. They have a Dr Pepper soda fountain (it also has other flavors, but who cares about those) and an amazing coffee / espresso / milk latte / french vanilla machine in the main sitting area with the large TV. This room is actually in the center of the building, rather than pushed off to a side like Ive seen most places. They also have dry snacks towards the maintenance side of the property -- wire tube-like racks of apples as well as "cereal turners" (like at a hotel breakfast bar) of Chex mix, mixed nuts, and M&Ms. There is an onsite car wash, and with my purchase of a certified vehicle, I get free car washes at all Park Place properties. Nice perk, huh? Lastly, I want to tell you why I picked them. Yes, they had one of the car I was looking for (2011 IS 350 AWD; AutoTrader only showed two in the country), but really its the way they responded to me compared with anyone else. Joe Phu did a great job (as one would expect from a big-name Lexus dealership) in working with me before, during, and after the test drive, and then came the question that everyone asks no matter where you are: "What would I need to do for you to buy this car right now?" As I had done with every other dealership Id visited in the past several months, I gave an almost-lowball reasonable offer (I define this as being just under the Edmunds True Market Range). Every person I had talked to at every dealership I visited had always had the same response -- to write this down, say theyd see what they could do, and then never get back to me -- but Joe did something different. He invited me to wander around and enjoy a Dr Pepper, and he went off somewhere. While Im enjoying my soda and considering tempting fate by engaging with the coffee behemoth (machine), another gentleman comes up to me, introduces himself as the general manager of the dealership, and said he wanted to personally let me know that he thinks Ill be happy with what theyre putting together for me. When Joe returned, he gave me a number: 2% above the price I gave. I knew this was still below the Edmunds TMR, and I was impressed that they had responded in earnest to my offer (since no one else had previously). The rest is history. Oh, and my cars name is Claire.

FR

Frank Rivera

My wife and I were excited to get a new pre-owned car, and were fortunate to find the car we wanted at this dealership. We were interested in an Infiniti QX56. The salesman Walter Onubogu was not very knowledgeable about the car, and kept saying that we can check the manual for confirmation of whatever feature we were asking about. He was a snake of a salesman, saying what we wanted to hear, the whole time he was just rubbing off the wrong way. After inspecting the car we noticed an issue with the keyless door entry. The proximity sensor was not working, and was not unlocking the car door when we approached the car and put our hand on the handle. We explained this was a big issue for us, and we wanted it looked at. The whole time he was just going on and on about, "Well in a Lexus it works like this.... In the newer Lexus this feature is standard....." Blah blah blah. We asked him to look into it and that we would follow up in the morning. Both my wife and I got the impression that Walter was not to be trusted and that we wanted to deal with a manager to make sure the key situation was fixed. We get a hold of one and he assured us the issue was fixed by replacing a battery. Excited, we both go to the dealership the next day hoping to come home with a beautiful new SUV, but come to find out they didnt fix the proximity lock. Unfortunately we had to deal with Walter when we came back, and he was looking dumbfounded on how the issue was still going on. So at this point Im both angry and upset. We wasted a trip to dealership for nothing, and we specifically spoke to a manager to avoid any misunderstandings or confusions, and it still wasnt done. Now Walter chimes in, because he still wants to sell the car. Going on and on about how the car was marked down, and the dealership is losing money, and that they cant go any lower, blah blah blah. He then says we can take the car across the highway to Grubbs Infiniti, and pay out of pocket to see what the issue with the key fob and the proximity sensors are. He literally suggested I go to another dealership and PAY them to tell me what’s the issue with the key fob. When my wife and I were debating this with him, he said he would do us one better. He said he will hold on to the car, and come in the next day and personally speak to the technicians to get a resolution or at least to let us know what’s wrong with the proximity sensor. We followed up this morning, and they sold the car..... Maybe we should have been more sure that we didn’t want to deal with Walter from the get go, and should have chosen another salesman. Or maybe, if you dont by a Lexus from them, you won’t get excellent customer service. What a bad experience. I cant believe they sold the car under our feet....

EL

Eli P

I was initially excited about all the other positive reviews of this dealership, but unfortunately, I didnt have the amazing experience that others did. Im an out of state college student, and attempted to work with the dealership with my parents. We did everything that they asked, and within 1 business day, and our salesman Sean was still not patient enough to work with my particular situation. He ended up selling the vehicle I was interested in to another buyer as we were applying for a loan through the dealership. He gave no indication of anything being wrong, and I had to wait several days of him not answering e-mails, until I eventually called and he informed me that the vehicle had been sold to someone else, that we "took too long" to respond to a request of his to fill out a loan application. It was requested late Friday afternoon, and we had submitted it by Monday morning. Apparently, that wasnt fast enough, and he decided to sell the vehicle over the weekend to someone else. I understand it wasnt ideal to sell to someone out of state, but the vehicle that I was looking for was very specific, and I have now missed out on the opportunity to purchase it. Disappointing to say the least! EDIT: After being contacted by Juan Puentes, the Pre-Owned Sales Director, I have changed my opinion of this dealership. Mr. Puentes cleared up what transpired, and how the situation was misunderstood. There may have been a failure in the system to notify the salesman, Sean, and so he dealt with another party who was in state and sold the vehicle. Although the vehicle I was looking for was very specific, and there are only a few in the country at a time for sale, I appreciate the time that Mr. Puentes took out of his day to contact me and let me know of his regret regarding the situation. Although not initially pleased, I cannot understate how important customer service and follow up is to me, and so have changed the initial rating from 1 star to 3. Thank you for your attempt to mend the situation, but I do find it difficult to believe that this was an honest mistake. An application was requested Friday afternoon, and submitted Monday morning, yet over the weekend between those days it was sold to someone else. So even if the automatic notification of the submission of the loan was not received, then the fact still remains that during loan applications for the vehicle (a price had already been agreed upon), the car was sold to someone else. I appreciate the apology, but I am unsure as to how much of it was actually accidental.