Lexus of Ann Arbor

The customer service attitude and attentiveness is GREAT until you put a deposit down for your new car. And then your experience will plummet.
Long story short:
Day 1: I come in to test drive an IS350. I wanted the IS350 F sport.
Day 3 am: I get a call from Gerald, the lead sales guy, saying «I have your car, please call ASAP».
Day 3 pm: I come in, Gerald says he doesn’t physically have it, but he secured it. But he didn’t. I wait about 30 minutes while he find another IS350 F sport. I put a deposit down.
Day 4, I get a call from Gerald asking for the VIN on the car he was supposed to order (he didn’t make a copy of the specs sheet he gave me). Lead sales guy forgets to write down the VIN he’s supposed to order.
Day 5 – 6: no communication.
Day 7: manager Kevin calls me asking me to pay $ 1400 for transportation.
Day 8 – 10: no communication.
Day 11: I inquire about status of car, was told it’ll be here tomorrow and I will get a call.
Day 12: 5:30pm (biz closes at 6), no call, email, or texts.
I show up and tell Gerald and Kevin that I’m not feeling this customer service thing they pride themselves on and want to return the car. Kevin says he just got off the phone with the transportation guy (of course he did, right as I get there), and that the car will be here any minute. I don’t believe it — would you believe anything any car sales guy say? Let alone someone who does not initiate any contact with you unless they want something from you?
Kevin gets defensive and starts staring me down, pounding the table when he talks, and pointing at me to make a point; right after he says he prides himself on customer service.
Gerald agrees to give me the deposit back after some tough battles. I return the day after, and he still has not refunded my credit card. I inquire again and finally got my money back. He says that the car was sold in the four hours they were open between when Kevin condescendingly told me I am in the wrong for wanting to be in the loop, to when I arrived the following day. Of course it was sold in those few hours, right.
If I wanted to give someone $ 50,000, I would at least like to know where my money’s going. Wouldn’t you? If you MUST have a Lexus, go to Lexus of Farmington Hills where you will be treated like a person.

The short answer is buyer beware. I bought a CPO 2012 Lexus CT 200 form Lexus of Ann Arbor with approximately 10,000 miles here. The car had a significant defect in the left front wiper blade which resulted in a 4 foot long scratch in the form of arc on the windshield 45 days after purchase. Lexus of Ann Arbor Service told me it was effectively my fault, the car was sold to me on an «as is» basis and was not covered by the 100,000 mile bumper to bumper warranty. The cost of a replacement windshield in over a $ 1,000. The punch line is make sure that you have an independent third party corroborate any Lexus CPO Check List claims made by Lexus of Ann Arbor Sales.
Lexus makes excellent cars. The dealership experience in small markets like Ann Arbor is not consistent with the brand. This matters a lot when purchasing a CPO or used car. My recommendation would be to go to larger, more competitive dealer like Meade in Southfield when making a purchase.

While I love Lexus, I certainly cannot recommend Lexus of Ann Arbor sales staff or Management. I had an issue in my purchase two years ago and my sales person ignored my inquiry, the sales manager ignored it and finally the dealership manager would not respond. It was a very simple issue. My plate was in limbo and I was headed to Florida in two weeks. The plate was to have been delivered two weeks earlier and was not. I needed it to drive and no one would return my emails or calls. You would think that after spending close to $ 50,000 on a car, that you would get a return phone call? I did not. More recently, I got an email from the Sales Manager regarding a trade in offer. I have responded three times and received no response. This dealership is not interested in Customer service but simply sales. I will find out which other dealerships they own and then find another that is responsive. I would seriously reconsider buying from this dealership

I purchased a pre-​owned Lexus LS400 sight unseen. George was terrific to work with every step of the way, returned all calls/​e-​mails, sent paperwork promptly, and worked with me in getting the car shipped quickly. They also detailed the car as promised. The vehicle was worse than described, and is quite a project. I wish they had offered a better detailed description up front. 2 flat tires, broken windshield, rust, dents, major transmission issue, brakes, and entire power steering system needed work and they did their best to avoid disclosing these. George did his best to compensate for the problems. I also take some responsibility for not being more cautious and asking more questions up front. I thought I could trust a Lexus Dealer with a Lexus, I was wrong.

Not the nicest people. I have heard their technicians/​mechanics laugh at someone for not having the most up to date vehicle. I have worked with a nice Southern lady in the past who has always treated me nicely, but I’ve gotten a few dirty side-​eye glances from the other salespeople. I don’t expect anyone to brown-​nose me, but I don’t expect to feel unwelcome when I’m trying to spend good money, either.

Best service I have ever gotten! I bought my car in Maryland, but always took my car to be serviced in Ann Arbor, where I went to school. I can’t tell you how efficient and friendly the staff are. They are amazing and I wish they would all transplant to Maryland. My car was always cleaned impeccably, given back to me the same day, and they always gave me a fresh, clean, and new rental car. I really love this business, more lexus locations should be like this one. I miss you guys.