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Dawn Betrus and James ( assistant to pre-owned manager)
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I'm totally dissapointed by the approach of the sales people at Sewell Lexus in Dallas, TX.
I made an appointment with Dawn Betrus, Sat. 9/12/09 to test drive a used '07, IS 350, Blue, w/ tan interior. I arrived 5 minutes earlier, she was busy with paper work and could not see me right away, instead, she sent her " assistant" a half hour later whom took us to the " Pre-owned" building. Again waited in the lobby for another 20 minutes. Finally, her assistance took us to meet " Dawn" in which she told me that the car I was interested in ,and came to test drive, was not operable since it needed repairs, but I could drive a " similar car " I asked her why she didn't called me to let me know that the car I was interested and PRE_CERTIFIED needed repairs. She said: " I just found out, 2 minutes ago" . I was shocked. I drove 42 miles ( round trip ) for nothing. This morning I spoke with David Keilson about a Pre-owned IS350, '09 w/7,000. His approach was just as arrogant as Dawn's. After I sent this complaint, I received a call from James ( last name ? ,
assistant to the pre-owned manager ), he asked me to come in and test drive the original car I was interested in and another that was available...I drove once again to the dealership thinking this time, I would be driving home in one of the Lexus. I never imagined the poor customer service and approach I received from James. He really needs a refreshment course on how to treat people. He accused me of being confrontational when I tried to negotiate the price down $500, he
asked me to leave if I didn't accept his terms. WOW! talk about good customer service? His incompetence/poor behavior is a reflection of the training he received at Sewell Lexus.
Mr. Sewell ought to know that his book and remarks ( below ) are not applicable to the Lexus on Lemmon Ave. in Dallas.
Customers for Life:
How to Turn That One-Time Buyer into a Lifetime Customer
by Carl Sewell and Paul B. Brown
ISBN: 0385504454
ISBN-13: 9780385504454
Format: Paperback, 210pp
Publisher: Doubleday Publishing
Pub. Date: November 2002
Details
Carl Sewell's customer service philosophy serves as a guiding tenet for all the people who work at Sewell Lexus. Sales, service, parts, finance and administrative personnel are guided not by a long list of rules, but a deeper commitment to total customer satisfaction.
Mr. Sewell's book, Customers for Life, is available from the Sewell Lexus parts departement...
BTW, I bought a BIMMER '07, 550i series, 360 horsepower
Navigation and comfort package, with maintenance and warranty till 2011.
Just AWSOME!! with 27,000 miles and much more class, quality and reliabilty than the Lexus. Best of all Classic BMW is by far SUPERIOR than Sewell Lexus.
Price: $ 33,000 out the door at 5.5 % financing. Vengeance is sweet!
My advice to whomever wants to buy a luxury car is: don't settle for crumbs, demand COMPLETE SATISFACTION.
My BMW was purchased at Passport Motors in Dallas, TX not at Classic BMW in Plano. However, the car will be maintained and service( free of charge )at Classic since it has two years left on the warranty.
Purchase date: 12/31/2007
Date of Review: 11/14/2008
Number of Visits since initial purchase: NUMEROUS--at least 12 (for free car washes and vacuums, an oil change, and a tire repair)
After stopping at four other new car dealerships (Lincoln, Nissan, and two Saturn dealerships) and getting the "run-around" regarding pricing and payments, my husband I decided to try Sewell because we were really interested in the 2008 IS 250 RWD. The first thing we told the sales guy after we were greeted is we were tired of being lied to and mislead, and wanted a straight-forward price and monthly payment schedule.
Since I already new which car, color, and features I wanted, the process went very smoothly. I test drove the same model in a different color, ordered the color I wanted from the warehouse, the sales guy through in the chrome wheels "since it was the last day of the year (2007)," and we signed all the paperwork.
We came back two days later to pick up the car.
Since then, we visit Sewell Lexus at least once a month to get a free car wash, which is something standard they throw in to everybody who purchases a new car from them. They offer free Internet, free drinks, and on Saturdays, free ice cream for everybody!
As far as service is concerned, we got a nail in our tire and scheduled an appointment to have the nail removed and the tire repaired. Since there was an hour to two hour wait time, they offered us a free loaner car to use while our tire was being repaired. Talk about exceptional service!
One final thing to mention--our first oil change was free!!! (And with Lexus--you need only change the oil every 5,000 to 7,500 miles!)
I am currently using my Lexus Visa to earn points toward buying a new Lexus in six years.
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Very satisfied with the whole sales process