Newcountrylexusofwestport Fairfield reviews

1598194420

Rebecca Black

google

3

I've debated for a few days now on writing this review, but the more I think about what happened, the angrier I get. We had a lease from a dealership in Virginia but relocated here recently so decided to trade it in around here. Lexus of Westport had the most inventory so we decided to go there. Our salesperson, Steven R. was great. Even Chris K. who called me when I send in my initial inquiry was extremely helpful. Knowledgeable about the cars and helpful with the whole process. Not pushy at all. Our finance director was great - I think her name was Gabby. Super friendly and helpful as well. I was shocked when my husband agreed to trade in our car at that time because he always has to think it over. They had the exact GX470 I wanted. I'm writing this review as someone who is a consumer and also has car industry experience. I've worked as a manager of a luxury preowned car dealership and have spoken at national conferences on customer service for dealerships around the country. My first major issue was that we could not take the car home with us that day. My husband and I still have Virginia licenses because of Covid so we were not in the DMV system. Despite us signing ALL the paperwork and having our car ready to turn over to them - they would not issue us a loaner document with dealer plates because it was "company policy." The Lexus dealership in Virginia had no problem extending us a weekend with our new car to try it out before we committed to it - but this dealer wouldn't even do it when we had already signed the documents? Needless to say I was very disappointed to find out the exact new car I was hoping for wouldn't be ours until Monday. Monday rolls around - guess what? Still not in the CT DMV system. They will call us back on Tuesday. Finally, on Tuesday I took our car in and traded it for the GX. I was thrilled. I drove it a few times that week, nothing major. On Saturday of the same week (we've had the car 4.5 days), I went out to the driveway to go to Target and the back window is completely broken. The car has 85 miles on it - not 85,000 - 85!!! Naturally, I thought someone broke into it so we called the police. When the officer arrived, he said it was impossible for someone to have shattered our back window because all of the glass was blown out on the driveway. There was very little glass in the back of the car. The officer deducted that there was a defect in our back window causing it to break because of how the glass pattern was shown in the driveway. Our car was also locked and there was zero signs of someone trying to get in. We asked our neighbors to check their security cameras. Sure enough - the officer was correct. The back window of the BRAND NEW GX470 just shattered and fell off the car into the driveway. I called our sales rep and he continued to ask me if it could have been damaged or hit. I sent him all the photos and the VIDEO of the window just breaking and falling out of the car from that morning. He said he would see what he could do to help us. Nada. Zilch. Not even a call from a manager to see what happened and how they could help us. I can't even believe a car that we had for less than a week now needs the back end completely redone because the car spontaneously blew out the back window due to a defect and the dealership wouldn't help us. There should be good faith on their end to help us. This is obviously a freak incident with our car and the dealership should be mortified and want to help us any way they can. Instead, we had to file an insurance claim and take our BRAND NEW Lexus to a shop in Shippan to be repaired and not the Lexus dealership. I am angry and disappointed that this dealership who prides themself with SERVICE OF EXCELLENCE could leave a brand new customer with a very expensive car to deal with this on their own. When our lease is up, I will look elsewhere for our new vehicle.

1583854449

Alexis Cort

google

1

Test drove a car, liked it and told the manager I would call him the next day. Called twice, left messages on his voice mail. Calls me back a week later, saying he's just checking messages now, then it turns out he sold the car. I told him that I wasn't happy about it, he didn't seem to care too much about that. Then calls me back another week later "I was just checking my messages..." so apparently has a memory problem as well. Mind you this is the guy who runs this business.

1491366276

Leo Li

google

5

AMAZING EXPERIENCE! I highly recommend Anthony Otero as he provided an exceptional car buying experience! All questions answered and all answers explained in vivid fashion to help you decide what's right for you. Also, the Technology Specialist - Dondre Clarke and manager Anthony Ferreri was nice and helpful! Overall, great dealership and experience! Thank You!

1575424968

Raul Almanzar

google

5

The BEST service ever.

1623446482

Zeeshan Rasheed

google

1

Very disappointed, I went there to buy myself an upgraded car. But a white guy in his 50s started asking weird questions. I wanted to test drive the car but he said only if u want to buy a car then I can let u test drive. I was shocked to hear that how can they treat their customers like that. He told me that management has told me to say that. I left that place without buying, they lost a potential customer. Never gonna recommend this place to anyone.