Lexus of Massapequa

I hope this message will be seen by Lexus corporate office and General Manager of Lexus of Massapequa. I have leased two vehicles, both Lexus GX460s on January 31, 2016 (my initials are LK). During the purchase, I agreed with the dealer that they would take over my current lease for Lexus RX350 and I would get a refund for unused portion of the lease (I have paid $ 537 in January 2016 for the month of February 2016), since I did the deal on January 31^st, I should have received full refund of $ 537. To this date (February 19, 2016), dealer have not return the vehicle back to Lexus financial and it looks like that I will not only get refund but also will be likely responsible for the payments for future months for the vehicle that I have no possession of. I need help resolving this issue as soon as possible.

first of all let me start by saying on the star rating one star is poor service??? they dont even deserve that. my girlfriend is a repeat customer and this is her second vehicle purchased from there dealership. she has brakes and a oil change done and it costs $ 949 dollars. not even new rotors like she was told she needed they cut them. $ 949 dollars they should be arrested. and when she received a loaner she was told she had to put gas in it it was empty. and as far as the attitude from rob in service she will never return there ever again. so a word to the wise they are criminals and not customer friendly. beware. they will never see this lexus 450h again.
for: lisa dallacqua

This dealership is terrible, they are liars and crooks. I went to lexus of manhattan and was approved there but they didnt have the car i wanted in stock. I called lexus of massapequa and i spoke to Nina the salesperson. She stated they had the car in stock. I live all the way in PA mind you I work in NY. I went over an hour out of my way. So my husband and i get there and Nina insists we go on a test drive. We come back to do numbers and supposedly in 10 minutes now the car is gone and keep in mind she then stated they didnt have the car on the lot. I dont believe the car was every available. We then decided to put a deposit on another rx f sport that was coming in. Nina went to do numbers and she came back saying we had to put $ 10k down and the payments would be over $ 1100. Who puts $ 10k down? We had another deal in lexus of manhattan that was no where near this. She came back with a more reasonable offer so we put a deposit down. We then went to sit down with the finance manager Russ but they still didnt get approval from the bank which i found odd. How can you say i bought the car and make a deal if you still havent received an approval from the bank. So three days pass and i still havent heard back from Russ so i call back and he tells me to give him until Friday. Keep in mind i gave my deposit on a Friday in mid January. So he needed a week? Doesnt make sense to me. This was not my first rodeo. So friday comes and i call him around 1230pm because i still havent heard from him and he said he was going to call me early friday morning. When i reach him around 12:30 he says i need more time give me 3 hours. He calls me back at around 5:30pm to tell me they denied me. I was furious because he literally made me wait a week for nothing. The day i went to the dealer he stated if the deal doesnt go threw i can come back and pick up my thousand dollar deposit. So friday when he called i said i was going to pick up my deposit before they close. He called me back about 7 to let me know i cant pick up my money they have to write me a check. Another red flag after we just spoke about this and he didnt say anything about that. He says he was going to mail it out and i should get it in a couple of days. Two weeks went by and still no check. I kept calling the dealer and Clarissa the receptionist must of know it was me because every time i called and asked to speak to a manager they where in a meeting. Which i find a little ironic. Everytime i asked for Russ he was in a meeting or he wasnt in. I spoke to my sales person Nina and yelled at her because comeon its been two weeks and still no money back. I also see other people had problems with them getting there money back. So she tells me my money has to be released by there sister store Rockville Center. I ask who do i have to speak to. She says a woman named Sonia. I called nina last friday she said she called sonia and she said the check was sent out on friday and i should get it by tuesday. So yesturday was wednesday and i still hadn’t received my check. So i called nina again this time i asked her for Sonia’s number. She gave it to me but insisted on me letting her call her instead of me which i found weird. I did not trust her after all the problems i had with them at that dealer and waiting over two weeks and still getting the run around. So i decided to call myself. I called and asked for Sonia and they told me Sonia doesnt work here anymore. Her last day was THURSDAY but Nina spoke to her Friday right? They put me threw to another woman in accounting and she told me my check was ready her boss just signed it. The reason it was a problem was because the massapequa store never sent a folder they needed to release it so the check was sitting there for two weeks just on spite i assume. She gave me the option to pick it up or to get it mail. I of course went to pick it up last night in the terrible rain. I also had to wait for the check to clear before i wrote this review because knowing that dealer they would try to cancel it. Also i went to another dealer and got myself a brand new 2016 The top of the line. With all the bells and whistles. The car came out more then the lexus i got denied for and paying way less.

This venue actually deserves a .5 star rating. This happens to be the third time in three years I was contacted by a salesperson at this dealership to trade in my 2009 Lexus IS250 AWD and upgrade to a newer model because they «needed» more models of my car.
Each time it was a pain in the ass to get an appointment with a salesperson just to look at my possible options of trade in values. The first time I had spoken with a man who told me it wasn’t worth it just because for a lease I would wind up paying more monthly than I do now, which is a lot (could’ve gotten a brand new bmw for my monthly payment). So I took his advice with a grain of salt and started saving money to put towards a new car.
The second time I was basically told «congratulations» meaning, they (the dealership) was accepting me into a brand new car with my current one as collateral payment towards the new model. Left a security fee to hold the vehicle I wanted and was told the person from the finance department would contact me that week to let me know when the payments would start and when I could pick up my new vehicle etc. An entire week passed and after numerous calls to that finance dept person were not returned, I decided to pop up at the dealer and get my security fee money back. Getting that money back was the easiest thing.
The third time I was contacted once again with the salesperson basically begging for me to let them buy my car from me. Two days ago I went through the whole application process, told «congratulations» YET AGAIN by a different salesperson, also left a security deposit to hold the vehicle I chose, and was told yet again «I will speak to you tomorrow».
Tomorrow happened, got a call and missed it so I returned the call and requested to speak with the finance dept person I spoke with prior. I have called three times and left two voicemails since missing his call and have yet to get a call back. Because of this carelessness this particular dealership has lost all my loyalty and referrals. I am definitely going to get my money back after being put through the run around yet again!
I DO NOT RECOMMEND USING THIS LEXUS DEALERSHIP AT ALL!

It all started with a phone call to a salesperson over the phone about the availability of a specific make and model car. Over the phone, we agreed to start negotiations near $ 38k, I did not mention a trade-​in (this number will be important later)
When we got to the dealership at the appointed time, the car was not there. We did test drive a similar model. When we started talking numbers, our salesperson pretended to type on the computer for like 15 minutes. Took our information and then started pressing up arrow then down arrow, then kept pushing the shift key which basically does nothing. Okay, standard practice at some dealers to grind away my patience I guess. He starts trying to sell me the similar car I test drove but I say no thanks, I want to know how much I need to pay for the car I came down here to buy.
Finally the salesperson I spoke to on the phone comes and says, «so as I promised over the phone, I can try to work the price down to $ 40k to 42k with a good-​condition trade-​in.» I politely remind him the number we agreed on was near $ 38k and he looks at me like i’m delusional to even imagine that anyone would promise that car at that price. I politely thanked both gentlemen for their time and left.
To summarize, they promised a car they didn’t have at a price they were not even willing to consider during actual negotiations before trying to sell me a car I didn’t want. I give two stars because at least they were bullying me politely. Sad that this actually brings UP their average rating. Would not recommend at the moment but I hope they can make some improvements in the future.

Beware the sleazy sales people at this location. They lie! They did not honor the «seven year» warranty for us. In the small print it as actually five! They will doing anything for a sale and they don’t stand y their promises. We owned six Lexus vehicles in the past and because of this dealer, will ne4ver buy one again. Would have never expected this from Lexus.

i have been going to lexus in massapequa for six years since I purchased my car. something seemed to have changed in the last two years. The service was fair to good and this year 2015 horrible. to give you a quick synopsis of what my experience, m new battery of only three years old was defective due to the fact that battery acid was seeping out causing the battery to fail. Apparently the mechanic who worked on my lexus turned the screws of the battery too tight which cause the acid to overflow. after explaining that to my service manager nothing was solved other then I still had to pay a prorated rate for a brand-​new battery. recently I had brakes redone, realizing that I was charged the rate of an SUV and I have a sedan that also had to be corrected. I will never go back and I will never buy a car here again.
buyer beware I will be reporting them to the Better Business Bureau.

I have owned several Lexus models. I have found the quality of the car and service to be exceptional. However the service center at Massapequa is the worst I have ever encountered. I was lied to multiple times and completely mislead on the service of my Lexus RX350. I was told my brakes were completely worn out but I had them check elsewhere because they were replaced less than 20,000 before my visit. What I found is that I did not need brakes. The mechanics that inspected my brakes said they were not even half worn. The management and staff at Massapequa are either grossly incompetent or running a criminal enterprise. They replaced a cabin filter and air filter for an absurd cost and could not even manage to properly install one of the filters. They broke the shield off under the car, left several bolts out after performing an oil change. I drove away with a banging sound under the car once I was on the highway. Then the check engine light came on.
Typically I would visit a dealership to have a service light turned off. This service center actually managed to turn on warning lights after servicing the vehicle. Dealing with the incompetence was actually comical. I will never return to the service center. I called to complain to Lexus corporate and they said they do not have any authority over the individual service centers. I complained to the manager and he was not able to do anything beyond provide useless excuses.
If you value your car, money, sanity or your life avoid this dealership!

BUYER BEWARE! These people are crooks! I have filed a complaint with BBB because I purchased an extended warranty that stated in writing that I would get my money back on it if I didn’t use it before it expired. I have been calling for literally 3 months to inquire about the process and not once have I reached a live person or received a call back. The receptionist is no help either, she just sends my call straight to voicemail. Maybe they will rectify this situation after my BBB complaint, otherwise… Off to small claims court we go! Sorry crooks, I still have the contract stating I get my money back, and I will either the easy way or the hard way… It’s up to you! :)
**UPDATE** So I called again and pretended like I was going to buy a car from them, it was the only way I could get any response. I played their little used car salesman game and let them know I’d «buy another car when I got the money back that they owed me and that I hoped to not be disappointed since my first buying experience was so incredible and that’s why I’m returning!» Oh hey! I got my money back!!! Then told them to stop calling and emailing me because like hell I’m going through that again. Crooks.

I purchased an NX 200t from this dealership. It was clear that the salesperson was not up to speed on this new model. During the sales process I had told him that a remote start was a requirement for me. He did not know if the vehicle had this option. He then went and checked and came back and told me that it does have this option and that it is an app. I never heard of a remote start app but accepted his answer and moved on and eventually bought the vehicle.
A week later I discover that the remote start app is actually based on and bundled with the Lexus Enform App Suite which is a SUBSCRIPTION service. Not once did the salesperson share this information. Imagine having to shell out hundreds of dollars a year to be able to remote start your vehicle? So now I’m in the position where if I want to continue to use the remote past the first complimentary year, I have to shell out $ 300 or so dollars for this feature. Again, I was never told this ahead of time.
Once I discovered this, I called my salesperson and he couldn’t understand what my issue was so I actually drove down there to explain it to him. After a few minutes of trying to explain this simple concept he understood and admitted that he did not share this vital piece of information at which point he apologized but did not do anything to rectify the situation.
I then called Lexus’ customer satisfaction line. Long story short they said that the general manager would call me. After waiting three days I did not receive a call. I then called three times over the course of three days and finally received a call back from Chris.
Chris and I spoke for a good 30 minutes or so and he repeatedly told me how important his customers were to him and that he wanted me to be happy. We even discussed Rene’s mistake and he admitted that Rene made a mistake. After much negotiation he told me they could install a remote start for me for «below cost» at $ 500 from retail price of $ 1,000 (which I shopped around and found for $ 275 installed at third party locations).
So basically Chris was asking me to pay $ 500 more for a mistake his salesperson made (and acknowledged by both himself and the salesperson).
My next step was to call Lexus customer service again. After another 30 minutes on the phone they told me they would call the dealership back.
Two days later I receive a phone call back from Lexus customer service. Lexus customer service tells me that Chris and Rene now denied not telling me that the remote required a subscription service. Basically, they lied to Lexus customer service.
Beware of this dealership. To summarize my experience here:
1-​Uninformed sales person who failed to provide me all the details of a feature that was important to me, specifically, that it was a paid subscription and that if I wanted remote start after the first year, I would have to pay year after year.
2-​A «manager» who thought a good compromise was for me to pay almost double what I can get from a third party for the remote start (the one on the key instead of the app) for this feature.
3-​Two people from the dealership admitting to me they made a mistake then lying to the Lexus customer service manager and telling her they never said this.
How is this treating your customer’s like «Guests in Your Home»?
One last tidbit. The remote start app, at least for me, only works about 50% of the time. I had called several times to complain and they eventually gave me a second year of the subscription service for free.

Salesmen are very pushy and rude. They don’t give a good deal and the salesmen can’t make a single decision without their manager. Never going back, got a car at smithtown

I received an advertisement: 2013 ES350, $ 299 a month with $ 2699 down, for 39 months with 10k miles per year. My gut told me that they would not honor it but I decided to give them a chance to live up to there advertisement. Boy was I right. I just left there and here is the deal they presented to me: 2014 ES350, $ 555 per month with $ 5700 down. I asked about the advertisement that I received and was told that expired and then I just left. Unreal-​typical bait and switch. I have leased my last Lexus now all my business will go to Acura.

Terrible. Poor customer service. Failure to perform and deliver on assurances made. Exorbitant prices and as I sit here I’m listening and watching a sales rep scare an elderly customer into paying $ 135/​hour to diagnose an electrical problem that was initially under warranty but since they couldn’t find it quickly is now not covered? Nonsense. Mercedes is right around the corner, do yourself a favor and switch brands.

I brought my car to this dealership’s service center to get my tires rotated and my oil changed. I made sure to mark my tires because they were becoming suspiciously worn down since the last time they «rotated» them. I waited a full hour for them to «service» my car and I later found out they did not rotate my tires. They charged me for a service that they did not perform and released my car in a potentially dangerous condition. Beware of this dealership.

The service at this dealership was pretty decent, nothing spectacular, but decent. I am happy with the quality and cleanliness of their vehicles.
Though, they seemed a bit short staff on sales personnel or… the others wasn’t to interested in helping me especially since I walked in there after work with paint on my cloths, maybe they thought (stereotyped) I was not interested… lol… next time I will put on my Sunday’s best and walk in…
The gentleman (Steve?)… in the financial department was very nice and explained everything in detailed.
The sales person I got (Fred) did ok but seemed a little inpatient and overwhelmed at times, maybe because I was not sure what model I wanted to buy? but overall he was good, he explained certain features about the cars there accurately but left out the stereo part, something I really, really look forward to in my cars.
Anyways, I wanted the Mark Levinson audio system which I only found out about after I purchased the vehicle, if I only knew before hand I would have made another decision for sure, even if I had to pay more…
Or, the owner’s manual the car came with, half of the pages were falling apart…
And the paint job was like a one night stand, after washing the car a few scratches appeared. Not to bad though, nothing to go crazy about, just a bit disappointed, I like people to be honest with me.
Fred said he would fix something on my steering wheel for me, call him in a week. I called him, he said he would call me back in half hour, he is in training, he never did, so I decided to drive up by the dealer and meet with Fred personally, he said he can’t remember telling me anything, he deals with hundreds of people every week, infact, he said he can’t even remember me (couple days after)…
Mind you– we just had Hurricane Sandy destroying our City including Long Island and most businesses was closed for about 3 or 4 days, people couldn’t even get out, so I wonder how busy he really was?
Anyways, I made it to the dealer after I bought the car and had to wait 30 minutes just to asked a question cause I had to wait for Fred and he was busy (again)… They made me feel like «its your car now and your problem, deal with it or call the Lexus service department…
Which I have no problem doing, but why didn’t Fred just say that in the first instance? By the way, the car is 2 weeks old, why should I have to loose a day in the service department?
As for the car, I like it, though I am not to fund of the stereo system (see above) it came with, I was however a little satisfied with the overall car I purchased — ES350. It runs smooth and has great features, much better than my previous car, so this was definitely a step up for me.
One thing for sure is that this dealership should consider adding a seating area and refreshments for customers?
I’ll give this dealership 5 out of 10 — would I return… hhhmmmmm… «scratching my head»… would I buy the same car — NOT… would I purchase another Lexus, yes…