Metro Area:Alameda Principal:Wally Trebick Title:Manager Gender:Male No employees:79 SalesVolume:$51,113,000.00
Dealership Rating
Overall Rating
73.3%
7.33 out of 10
Ratings Breakdown
Buying Process
70%
Sales Associate
76.7%
Vehicle Selection
70%
Finance Department
71.7%
Trade-In Process
80%
Service Department
N/A
Sales Pressure
MEDIUM
Consumer Comments
Buying Process
35%
Sales Associate
60%
Vehicle Selection
40%
Finance Department
35%
Trade-In Process
N/A
Service Department
N/A
Sales Pressure
MEDIUM
User: cchw
Date: 01/29/2005 18:59
Comment: I went to Coliseum Lexus of Oakland to look at Lexus automobiles since it was close by, a local business, and because Lexus is known for their excellent customer service. I ended up purchasing a vehicle and financing it through their recommended financial institution. He assured us that it would be smooth transaction since they used this institution many times. I inquired about the first payment and was assured repeatedly that we would get a statement in the mail.
About a month later, the Finance Manager contacted me and indicated that Lexus Financial Services lost the paperwork. He assured us again that this would be taken care of and it was my understanding from him that the dealership would cover the first payment for the mistake. I was a little disappointed with the mishap but pleased about what your dealership was doing to rectify the situation. At this point I was content with the customer service.
Over 4 months later, I was contacted by the Finance Director at the dealership. He indicated that the dealership now wants their money back. I explained to him that this was already resolved and that the dealer covered it. He was very rude and threatened me that he will get back the money back one way or another or I'd better believe that he will take me to court. During this phone conversation, I requested he send me a statement of the alleged payment due since I never signed a document indicating that I was required to pay this.
The next day I decided to contact Lexus Corporate customer service (CS) since the Finance Director approached me in such a hostile and unprofessional manner. Had he not been so rude, I would have probably been open to work something out with him. The Lexus CS indicated that the general manager (GM) would contact me about this matter.
About 4 weeks later, the dealership served me court papers without a call back from the GM as promised or the invoice that I requested from the Finance Director.
The bottom line is that the dealership's staff clearly misled me and did not deal with me professionally. It appeared from the initial contact from the Finance Director that he wanted to take me to court. How difficult could it have been to send me an invoice or statement to prove this was legitimate? I finally sent a letter to the the owner of the dealership and to the VP of Lexus Customer Satisfaction to get this resolved. Since I didn't want to pursue this any further, I settled out of court to pay half of what they demanded. I never got any apology for the unprofessional behavior.
Please beware if you choose to solicit this business.
