If any of you read my previous thread last month you'd know that my initial experience with Lexus of Newport Beach what that of a disaster. However, since then the dealership has started to make amends, and as I personally promised to it's GM Allen Moznett I am posting another review of my recent CT 200h Fire Agate / Carmel Premium purchase this past Thursday.
First and foremost thanks to Allen for salvaging this deal ( and customer ) for taking ownership of something he personally had no involvement with. That's a true captain of the ship in my opinion. Whether it was discussed internally or not, Allen seemed to have not been informed of my problem with purchasing the car at all. He conducted a quick internal investigation and got back to me in 2 business days with a formal apology and a possible solution. Allen worked his internal Lexus connections along with I'm sure the assistance of other Lexus Corporate officials whom I also contacted regarding this incidence in securing me a car that same week I called! Allen went on to say that beyond his control the car could be delivered the following week!
Allen had one of his senior sales consultants Mark Marino assist with my purchase. I was graciously greeted at the dealership by Allen whom to took me to the dealerships new vehicle staging area. There was my new CT all shined up and ready to go! Allen pointed out a flaw in the car that I probably would have never discovered myself! He apologized and noted that though the car was delivered this way, that they would take care of it and fix it offering me a loaner car while the work was being done.
I was then handed over to Mark Marino to continue the buying process. Mark did a great job though I do have to stay that the initial application process was a bit unorthodox. The purchase price was never mentioned or agreed upon, and my finance rate or terms wasn't initially discussed. After he took my SS # he left and returned handing an application to my fiance to fill out. We both thought that was odd. Finally my fiance said " I believe Steven wanted to do this on his own why do I need to fill out an app ? " At that time Mark said my interest rate wasn't going to be very good. ( I am in the process of rebuilding my credit like may of us are and this was to be expected ) However I was not to happy I wasn't told up front what this rate was going to be, rather than to just assume my fiance was going to co-sign for me.
Mark returned and gave me the rate. Not really what I was hoping for but, I said lets talk price. He informed me that the $1000 Lexus Loyalty promotion was discontinued for the Lexus Western Region for April. He verfied this by showing me the internal email that went out to all Lexus Sales Associates. Back in March when I originally tried purchasing this car it was available. We all know whats been going on with this car so it's only smart that Lexus withdrew this offer...sound business decision. So I said if no Lexus Loyalty how about Lexus/Toyota's Encore Program? Don't I get any kudo's for that, or how about the $750 for the rental car I've had to suck up for being out a car because of the dealers fault last month? He said he'd be back and had to talk to the GM.
Now in light of what happened to me I will say for the record I was definitely dissapointed " I had to ask " about negotiating the price or terms for this car. They knew they screwed up big time, and I shouldn't have had to ask. They should have just offered me something right up front as a good gesture of customer service. Mark came back and said in lieu of the problems I had prior, Allen ( THE GM ) said he'd be able to drop me to a lower financing tier, and cut my APR down another 2.75% saving me over $2000 for the life of the loan. Now we're talking.
After I agreed to the options, and terms of the car, Mark took me back over to the staging area where my car awaited. This is where Mark really shined. He knew this CT and my fiance's new 2011 GX 460 inside and out! He even knew more than our other dealer that we bought the GX from. Mark went over EVERYTHING about this car. He also shared some candid things about what happened to me, and I appreciated that. Mark also checked out my fiance's new 2011 GX460 and noted a few things that were not set correctly regarding the Audio system, and noted a feature we were missing on our XM satellite package.
After I was out of financing Mark sync'd my iPhone, and went over some more things about my CT. Allen Moznett came out to wish me a farewell and thanked me for my business. Mark also thanked me, and didn't rush me out the door even though he was being paged, and called upon by various staff about customers waiting. I really appreciated that! The guys also told me if I'm ever flying out of John Wayne Aiport that they offer a free shuttle and free parking at their dealership. That's definitely nice though I doubt I'll use this service since I live and fly out of San Diego.
Mark has since followed up with me 3 times checking on how I like the car, as well as co-ordinating my appointment back to the dealership so they can fix that flaw with the paint, fix my XM Radio Traffic Software bug, and install the bamboo interior trim. Mark's also doing some research to find out what exactly are the specifications for the audio system. I'm going to be doing some minor upgrades to the speakers.
So all in all a good recovery by Newport of Lexus! I'm glad to see that their GM and senior sales staff sincerely care about what happened to me and are trying to make amends. The Elite of Lexus is not something easily attained by dealerships, and I'm sure it wouldn't take much to loose it. The Japanese are all about superior products, and customer service! Thanks Allen and Mark and I hope it continues to be smooth sailing from here!!
First and foremost thanks to Allen for salvaging this deal ( and customer ) for taking ownership of something he personally had no involvement with. That's a true captain of the ship in my opinion. Whether it was discussed internally or not, Allen seemed to have not been informed of my problem with purchasing the car at all. He conducted a quick internal investigation and got back to me in 2 business days with a formal apology and a possible solution. Allen worked his internal Lexus connections along with I'm sure the assistance of other Lexus Corporate officials whom I also contacted regarding this incidence in securing me a car that same week I called! Allen went on to say that beyond his control the car could be delivered the following week!
Allen had one of his senior sales consultants Mark Marino assist with my purchase. I was graciously greeted at the dealership by Allen whom to took me to the dealerships new vehicle staging area. There was my new CT all shined up and ready to go! Allen pointed out a flaw in the car that I probably would have never discovered myself! He apologized and noted that though the car was delivered this way, that they would take care of it and fix it offering me a loaner car while the work was being done.
I was then handed over to Mark Marino to continue the buying process. Mark did a great job though I do have to stay that the initial application process was a bit unorthodox. The purchase price was never mentioned or agreed upon, and my finance rate or terms wasn't initially discussed. After he took my SS # he left and returned handing an application to my fiance to fill out. We both thought that was odd. Finally my fiance said " I believe Steven wanted to do this on his own why do I need to fill out an app ? " At that time Mark said my interest rate wasn't going to be very good. ( I am in the process of rebuilding my credit like may of us are and this was to be expected ) However I was not to happy I wasn't told up front what this rate was going to be, rather than to just assume my fiance was going to co-sign for me.
Mark returned and gave me the rate. Not really what I was hoping for but, I said lets talk price. He informed me that the $1000 Lexus Loyalty promotion was discontinued for the Lexus Western Region for April. He verfied this by showing me the internal email that went out to all Lexus Sales Associates. Back in March when I originally tried purchasing this car it was available. We all know whats been going on with this car so it's only smart that Lexus withdrew this offer...sound business decision. So I said if no Lexus Loyalty how about Lexus/Toyota's Encore Program? Don't I get any kudo's for that, or how about the $750 for the rental car I've had to suck up for being out a car because of the dealers fault last month? He said he'd be back and had to talk to the GM.
Now in light of what happened to me I will say for the record I was definitely dissapointed " I had to ask " about negotiating the price or terms for this car. They knew they screwed up big time, and I shouldn't have had to ask. They should have just offered me something right up front as a good gesture of customer service. Mark came back and said in lieu of the problems I had prior, Allen ( THE GM ) said he'd be able to drop me to a lower financing tier, and cut my APR down another 2.75% saving me over $2000 for the life of the loan. Now we're talking.
After I agreed to the options, and terms of the car, Mark took me back over to the staging area where my car awaited. This is where Mark really shined. He knew this CT and my fiance's new 2011 GX 460 inside and out! He even knew more than our other dealer that we bought the GX from. Mark went over EVERYTHING about this car. He also shared some candid things about what happened to me, and I appreciated that. Mark also checked out my fiance's new 2011 GX460 and noted a few things that were not set correctly regarding the Audio system, and noted a feature we were missing on our XM satellite package.
After I was out of financing Mark sync'd my iPhone, and went over some more things about my CT. Allen Moznett came out to wish me a farewell and thanked me for my business. Mark also thanked me, and didn't rush me out the door even though he was being paged, and called upon by various staff about customers waiting. I really appreciated that! The guys also told me if I'm ever flying out of John Wayne Aiport that they offer a free shuttle and free parking at their dealership. That's definitely nice though I doubt I'll use this service since I live and fly out of San Diego.
Mark has since followed up with me 3 times checking on how I like the car, as well as co-ordinating my appointment back to the dealership so they can fix that flaw with the paint, fix my XM Radio Traffic Software bug, and install the bamboo interior trim. Mark's also doing some research to find out what exactly are the specifications for the audio system. I'm going to be doing some minor upgrades to the speakers.
So all in all a good recovery by Newport of Lexus! I'm glad to see that their GM and senior sales staff sincerely care about what happened to me and are trying to make amends. The Elite of Lexus is not something easily attained by dealerships, and I'm sure it wouldn't take much to loose it. The Japanese are all about superior products, and customer service! Thanks Allen and Mark and I hope it continues to be smooth sailing from here!!
