Rude Lexus General Manager
Posted Mar 2, 2011 by anonymous | 194 views | 0 comments
I'm in the process of buying a '07 RX 350. I was previously dealing with Eddie Martz of Lexus of Serramonte but he recently left the company. In my last conversation with him, we agreed upon a price & the possible delivery date. 2 days later I got a phone call from their Sales Manager, Steve Dessy re-negotiating the price since Eddie is no longer with the company. So I strongly said that they should honor the price we agreed upon. After a lot of going back & forth, he agreed. Later on, I discovered a $500 off coupon for future new car purchases for the same dealership which I got when I bought my 1st Lexus in '04. When I called to tell them about the coupon, Keith Katz, the general manager refused to honor coupon. He said that when I spoke to Steve Dessy originally he heard him say that the price we agreed upon included the coupon. I told him that I just recently re-discovered (remembered the coupon) so there was no way that the coupon was referred to o r discussed. Anyway, after insinuating that I was a liar, he refused to honor the coupon. Talk about customer service. Lexus had always been great with customer service but Keith Katz, General Manager of Lexus of Serramonte has certainly left a bad mark on an otherwise great run of customer service that Lexus is known for. I just hope that this is not the future for Lexus & Toyota, it's parent company. With it's recent coverage on various recalls, I certainly hope not.
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