Lexus Of Bellevue

Reviews 3

JA

Jason Larner

I cant even begin to explain how AMAZING the experience at Lexus of Bellevue was! My wife and I had a 2003 Ford Explorer that was on its way out. So after I spent 3 days going from dealership to dealership, I stopped in at Lexus of Bellevue just as a long shot as I didnt think we would be able to afford anything there. Thats when we were greeted by our sales person DAVID HARA who was not only HELPFUL but was FRIENDLY in a genuine way, which was definitely a breath of fresh air after the other dealerships. DAVID helped us to actually find a Lexus that was in our price range! So once we found the car, it was time to sit down and go over the paperwork and everything. This was when it was time to start the negotiation, as there were a few things about the car that were of concern (i.e. door dings, missing panel from roof rack, ugly gold badging, and a few other things). NICK WILCOX the Sales Manager was beyond AWESOME! I gave him basically a laundry list of the things I was concerned about on the new car and he said "no problem well take care of them" without hesitation. So what we expected to be a "negotiation", turned into a granted request. So within a week everything was fixed! Not only that, but he made sure to give us a loaner car while they were fixing everything. Next, it was time to find out how much we would get on our trade-in for the Ford Explorer. Since we werent expecting to find a car at Lexus, we didnt bring the Explorer with us. However we were honest on the condition and for that we were expecting to get an extremely low-offer. Not at all! In the first offer, without even seeing the car, NICK offered us double what we were expecting to get, so you can only imagine our excitement! We were then off to the Finance department to figure out what kind of a loan we could get. Once again we were amazed by the level of service, as we thought this step in the process would be stressful and well honestly boring. We were so wrong! DEBORA ANTONELLI was such a PLEASURE to work with! She was nice, funny and extremely efficient! She not only made sure we could afford a full bumper-to-bumper warranty with very minimal additional cost, she also worked with multiple credit unions until she got us the absolute lowest rate possible! We got to the dealership at about 5pm and were all done and driving away in our new car by a little after 9pm! Which means they stayed after closing until we were all finished. The next day was definitely the most stressful, because we had to drop-off the Ford Explorer that we traded in. Just as our luck had it, about a 1/2 mile away from the dealership the Explorer broke-down! I was freaking out as I now thought they wouldnt accept it or if they did we would end up owing them money. Wow were we wrong! I called NICK from the side of the road and told him what had happened and his first reaction was sympathy! He felt badly that they didnt have a tow truck available at the moment to send to help us. Fortunately I have AAA so towing wasnt a problem. Then I asked the dreaded question "what happens now with the Explorer since its not running?" and he said "dont even worry about it, just have it towed to the Lexus service department and well take care of it!" I cant even begin to describe how much of a RELIEF it was knowing that he were more concerned about me than the car! Not to mention, they took the car as-is and I didnt have to pay anything! Not only that, but DAVID came in on his day-off to meet with us to get the keys to the Explorer, and ended up waiting for us for over 2 hours and when we finally arrived with the tow truck he was extremely sympathetic. A huge THANK YOU again to NICK WILCOX, DAVID HARA and DEBORA ANTONELLI for such a wonderful experience! This definitely wont be the last car I buy from Lexus of Bellevue, and I will also tell everyone I know to go there for their next car!

QU

Quala Wright

***UPDATE: August 22, 2017 - After posting the review below, I was contacted by Mariam Ketner of Lexus. She relayed my concerns to the management team whom contacted me today to discuss further. I spoke to Derrick Albrecht (Services and Parts Director) and the conversation couldnt have been more pleasant. He was very understanding and took care in listening to my feedback. He also explained the recommended services and then made suggestions as to what service issues I should address first. Plus, he extended the Lexus of Bellevue VIP program to me to ensure that, for future visits, Ill receive certain complimentary services as a token of their appreciation. I changed my review from 2 to 5 stars for a couple of reasons, but the most important being LOBs keen interest in ensuring I didnt REMAIN a dissatisfied customer. Reality is, there are a ton lube shops that I could have taken my vehicle to for a simple oil change, paying significantly less money. However, my primary reason for choosing LOB is mainly due to the customer service experience and level of care given to my vehicle...a vehicle thats part of the Lexus brand.*** This is my second time visiting the service center at Lexus of Bellevue. My first visit (in Feb 2017) was very pleasant. My service rep was Raphael and he was very helpful, informative and provided great customer service overall. This last visit (yesterday), however, wasnt as good. I left feeling like I didnt get the level of care previously given by Raphael. After getting my oil changed, there were other services recommended for my vehicle. My service rep, Sam, "called out" those service recommendations to me, but didnt take any time to help me understand them and overall, he just didnt seem as if he was interested in my business. I literally had to ask for his business card, he didnt bother to offer any further assistance...ask if I had questions...nothing! Next, upon receiving my car after being "complimentary washed", I noticed oil stained foot prints on the driver side floor. At that moment it became apparent to me that the service tech didnt bother to use paper mats while servicing my car (and I had rubber mats in the car, so maybe he/she removed them?). Theres more, but I wont belabor this point. Finally, the actual cost for services is beyond ridiculous. For example, I had an inner brake light bulb replaced. The bulb costs $4.16, but labor was $44.06. Seriously??? $44 to replace a light bulb? Im sure I could have done it myself! Even the labor for the recommended parts were outrageous...costing upwards of 3-5 times the cost of the parts. Overall, my experience wasnt extremely terrible, but it was bad enough for me to decide not to patronize Lexus of Bellevue again. Given how much theyre charging customers for simple services needed on our vehicles, their customer service and level of care should be SUPERIOR at all times, no exceptions!

LA

Lady Mae

I dealt with Lexus of Bellevue for several years, and had no complaints. Towards the last few years of my involvement, I decided to lease instead of purchase. My last lease was coming up and my husband and I were deciding what we wanted to do since he was retiring and we didnt need to have 3 cars. His, mine, and an SUV for going over the mountain passes. I began getting phone calls from L of B about 6 months before the car was due to be returned which became harrassing. I told them I didnt think we would be renewing the lease since we were going to be on a more fixed income. They ignored this feedback and continued to call just about weekly. Even after I asked them not to call, always trying to be polite in my dealings with them. Close to the due date, I was called and told that they would pay me if I brought the car in. I was surprised by this, but thought they had customers that wanted to purchase my make in the "used" slot and that L of B was low in inventory. I took the car in about 3 weeks before it was due to be returned. They offered a substantial amount of money. I hadnt had it detailed, but they seemed to be in a hurry and said it wasnt an issue. I did have a problem with a repair they had done on the front bumper that was pulled off when I parked one time and the bumper (which sat low to the ground) got hung up on a piece of rebar. Their repair didnt hold, and I told them it needed to be addressed. Again I was told there was no problem. Once the car was dropped off, and they were told I would not be keeping, leasing, or purchasing another car, their whole demeanor changed. I was then notified that I owed them $1800.00. There had been some minor changes to the car done by L of B, (tinted windows) and I had top of the line tires put on from Discount Tires. Other than that, the car was in excellent condition. It did have one minor fender bender that was repaired at my expense. It didnt affect the performance of the car. The car looked new. When I tried to talk with the leasing manager, he became nasty to me, and things were never resolved. They have now turned me into a collection agency and I feel they are practicing embezzlement as a form of "punishment" for my making a choice to no longer purchase from them. I will never recommend this dealership to anyone. They practice dirty politics and are trying to ruin my credit which is outstanding. I always paid them on time, and always did what I needed to to live up to my end of the bargain. Shame on Lexus of Bellevue. This is no reflection on the nice folks that did take care of me when I needed it, but their management people leave a very bad taste in my mouth. Beautiful facility, but like anything that looks too good to be true....well, you can understand how I am feeling about them at this point.