Thompson Lexus

I was initially happy with my shopping experience. Made a deal on a new ES 350 and put down $ 500 deposit. I told them up front I was arranging my own financing (for 1.49%…half the 2.9% rate the dealer was offering!) The sales contract I signed included a $ 500 «rebate» from Lexus. In the week between signing and pick-​up I had several conversations with my sales rep. No problems. Then two hours before I am to pick up the car I get a phone call: I am not entitled to the «rebate» since I didn’t finance through Lexus (it is true: this is a stipulation of the rebate, a fact they withheld from me.). This was not, as was claimed, an oversight. This was clearly a deception, calculated to back me into a corner. Their solution? Re-​do the financing through Lexus, then use my original loan to pay off the Lexus loan after a month. Sorry, I won’t play that game. Honor your contract for the price you offered me. No? Then the deal is off.
A final insult: It took three phone calls and over two weeks to get my deposit back. The sales rep (no longer working there) flat out lied to me that the refund had been submitted, when it had not. A manager finally resolved the issue for me in less than 30 minutes.
We all know that car buying is about the «art of the deal», but at a high end Lexus dealership I was not prepared for such a deceptive and insulting experience. Beware!

I wish I could give more stars.
This is a review for sales, and for service.
Sales — 5 Stars
Peter C. was a wonderful sales man to work with. He was no pressure, the test drive went well, showed me what all the fancy buttons did, the navigation system, and of course pointed out all the cup holders (haha) He recognized I was nervous as I was there by myself — when he started going over all the options and packages and extended warranty this and that I did get a bit overwhelmed so I asked if I could come back the next day with my bf to advise me… Peter was more than accommodating and didn’t pressure me like I’ve had some salesmen do in the past. I’ve had comments such as «You’re a big girl, you can make decisions by yourself!» from other dealerships — so I was very happy that Peter respected me with my request.
I came back the next day, had the bf give it the once over and a quick test drive and he gave it the stamp of approval. I got down to business with the financial department who again went over the extended warranty options — with my bf listening to see if it was worth it, I went for it and happy that I did. The financial woman I worked with was a very sweet and bought us over some freshly baked cookies since we had been there through dinner time (probably could hear our stomachs growling!) I was very happy with my experience with sales — that was def 5 stars.
The waiting area is very comfortable, complimentary wifi and light refreshments (coffee, water, cookies)
SERVICE ISSUES — 1 Star!!!
Why I had to knock down to 1 stars, was because I had a problem with the brakes only 2 days later. Thompson fell short on a SAFETY issue — directly putting MY safety, and the public’s safety at risk! My brakes started grinding terribly and choppy stopping, not something that should happen! When I called service, the (gentle)man that I spoke to was SO condescending, spoke to me as if I didn’t even know that the sky was blue. He told me it was normal and just brake dust, I should continue driving the car and it would work itself out — how can he diagnose something over the phone without seeing the car? I told him this was not normal new brake-​in wear, this was something serious, the car was NOT acting properly and it was a hazard to drive. I requested they flat bed me a loaner and take my car back to be assessed. This was a complimentary service that was touted to me during my purchasing process. He refused at first, and told me to drive it back. I could NOT believe it. I thought Thompson had a good reputation, a care for their customers safety? Guess I was wrong. I told him I was not comfortable driving the car in its current state, and that I felt it was unsafe. So I hung up and thought about calling and paying out of pocket for a tow. My bf arrived home, I was crying at this point and recounted what had happen and he took the car for a spin around the block. He confirmed it was NOT right, a safety issue and the car was not safe to drive. So he called back and had it out with the service manager. My bf knows a thing or two about cars, and after the service manager asking him basically «what do you know about cars» — my bf told him exactly what he knows about cars and who he works for and only then did they relent to send a loaner out to me and take my car back to the dealership. It was 10:00pm at night by the time the loaner got to me. If only the service manager heeded me in the first place when I called around 5pm would this not have been a debacle and this would have stayed a 5 star review. In the end, part of the the brake mechanism became unseeded and they needed to repair it. Turns out it was UNSAFE to drive!
I was never offered an apology when I picked up my car after repair. It still pains me to bring my car back there for service. I don’t know if I’ll use Thompson for my next Lexus after what happen… only time will tell.

I will never take my car to be serviced at this place again. I went in for an oil change and I was told by the service advisor that I needed to replace the valve cover gaskets on my vehicle because oil was leaking and he told me that the job would take 5.5 hours and the total cost would be $ 985. I went to another shop to get a second opinion and I asked the shop to do an evaluation on my vehicle (which I had to pay for) A dye test was performed, a visual inspection was performed, and the mechanic even showed me with my own two eyes that there wasn’t a leak anywhere in my vehicle. So basically someone tried to weasel $ 985 out of a customer who has been a loyal customer for years and what’s really disappointing about the entire situation is that I had planned on purchasing a new Lexus in December from thompson lexus since mine is now 11 years old but now I’m going to purchase my vehicle from Wilkie Lexus instead.

I had nothing but horrible experiences here. From buying the car to every time I had a problem with the car Thompson was nothing but a headache. The service department is HORRIBLE. They consistently lie and they are extremely rude and disrespectful. Dan the service manager is very rude and has no customer service skills. I would strongly discourage anyone from buying a car from Thompson Lexus or using their service department.

Poor all around Lexus dealer. Sales teams are disrespectful and there selection is not good. Go to Lexus of Lehigh valley for your next new or used vehicle.

Buyer beware. We were lured into their dealership by a letter inviting us to a 7 hr invitation only event with the promise that Thompson would give us «up to» 19,000 for our trade. After wasting a couple of hours the shell game started. The sales rep told us that our trade was in excellent condition and believe me it is. Then she proceeded to inform us that our trade was worth a lot less than the amount stated in their letter. Funny that the condition of our car dropped to average when it came to talking money. Then she said that if we had read the small print in their letter we would have understood that the trade in value, that lured us into their dealership, was based on the msrp price of the new vehicle. Wow go figure that this wasn’t in regular print right next to the stated trade in value. They basically got us in there to low ball us on our trade and to try and get us to pay full sticker price on a new car. Needless to say we got up and left the dealership. If you ask me Thompson’s letter was misleading. Just plain old fashioned false advertising. I’m sorry we wasted our valuable time on them. I’m with Jason F go somewhere else unless you like over paying for your car. I’m sure we can find a reputable lexus dealer elsewhere.

If you like overpaying for your new car, then this is the place for you! My wife and I were in the market for a new car and looked at the ES 300h. When the salesman came back with a price, I had to hold in my laughter — it was $ 800 off MSRP. Do yourself a favor and shop elsewhere. My wife and I did and saved THOUSANDS.

I have my car in for a 30,000 mile service and an inspection. First call I get is they are offering a detail for 199 with car mats. I figure, why not, with an extra set of mats, its not a bad deal. I figured the car was ready when call #2 came in, but no. The were «offering» me other services. I don’t even remember what they were; something flushed and something aired for about 140 and 120 respectively. «Other customers like to have it done» and we recommend it”. So I ask why isn’t it included if its recommended and what is included for $ 519? Call #3 comes at approximately 3:00. Car done? She asks «if we run into tomorrow morning is that ok?» I say sure, we just need to coordinate the exchange (I only go there because they valet). Call # 4 comes in the next day at 3:30. This is morning? But the kicker comes when I find out the mats did not come with the detailing. Perhaps I did misunderstand her initially, but I wouldn’t have gotten the detail at all if I had known. The offered to split the mats with me, but as I really didn’t need them to begin with, I figured I’d save the $ 40. Bottom line is, I brought my car in for an expensive service and rather than just doing what I asked of them, they kept the car a day longer and tried to upsell me for about $ 550. When I explained this to the rep, she told me she «had» to. I think not.

I constantly have to question the service manager about overpricing for routine maintenance and repairs. I am losing confidence in this service department because of numerous incidents and, now that car is no longer under warranty, will take it somewhere else for service needs. Having a loaner car is not worth the problems. Example, I needed 4 new tires. Thompson Lexus quoted me a price of $ 1,400. After several calls to tire dealerships (all cheaper than Thompson) I found the exact same tires (with add’l rebate). Called Lexus service dept. because they told me they would match any offer — they tried to reneg on the deal.
Another time, I took my car there because I had a long trip planned and my tire pressure on one tired seemed low and was making a funny noise. The service guy said he put it up on lift and examined tires, found nothing. Next day I had a fully flat tire and took to tire dealer near my home. They found nail in tire with head the size of a dime — how come Thompson didn’t find it during their «examination?» I could have had a dangerous blowout on the highway.
Their oil change costs are twice what I could pay at the local oil change franchise.
I called today to get estimate on new rear brakes. Again, after calling other good garages, the cost at Thompson is far and above the others. Will be taking it elsewhere from now on.

Horrible, horrible, horrible, saw a Honda Pilot on their site and called to verify that it was still available. Spoke with Joseph M. who took my number and called me back to let me know it is still available for purchase. I also informed Joseph we were coming from New Jersey and told him the exact time we would be arriving. After driving for over hour we arrived and saw Joseph with the vehicle, he had it running, we checked it out and it seemed fine, he took my license to make a copy so we could take it for a test drive. He came back 5 minutes later and told us the vehicle was sold just 10 minutes prior to our arrival. We spoke with this man at approximately 6pm and we arrived at 8:20pm, we even spoke to him at least twice on our way there and there was no talk of the vehicle being sold.

A great car buying experience. Heather was a pleasure to work with. No pressure, excellent product knowledge. Looking forward to a great relationship with Thompson.