Lexus of Queens — Attraction in New York

The level of frustration and regret we feel from purchasing our pre-owned vehicle from this dealership is astounding. The whole experience was so terrible we will NEVER be going back here again and we advise others to stay away as well (please read all the negative reviews online for yourself). This dealership was incredibly unprofessional and operates their business in such an unethical manner.

We worked with salesman, Dennis and his manager, Richard, to purchase our white 2009 Lexus IS 250. We negotiated on the price and agreed to have them fix the front interior leather seats and the front bumper (later they also decided to “fix” the back bumper for us as well). We initially inspected the car on a Saturday and they encouraged us to come back that following Tuesday (the last day of the month) to pick up the car and complete the paperwork. On Tuesday morning while on our way to the dealership we get a text message from Dennis explaining that the car was still in the auto body shop and would not be ready to be picked up that morning. We were annoyed that they failed to inform us sooner but we didn't want to rush them so we told them to take their time. We live in Brooklyn and traveled to Queens via the subway so we waited around the area. After waiting a little over 8 hours we get a call from Dennis saying we would not be able to get the car that day, it wouldn’t be ready. We were really frustrated with the complete lack of communication between Richard and his team (Dennis and the auto body shop they work with, which was literally blocks away). Richard didn't think it was a big deal and simply told us to come back the next day, without once putting into consideration people have to work and cannot be taking days off because their car dealership is so unprofessional. He of course put the whole blame on Dennis who he explains has been “a car salesman for two weeks and doesn't know what he is doing”. I’m sure this isn't the first time he has used that line.

In the end Dennis drove the car to Brooklyn for us the next day. Shortly after, we discovered there was a crack on the windshield (please see attached picture). We contacted Dennis about it right away but decided to fix that on our own since it was a simple fix and didn't want to go back there after what happened last time. However, after a little over a week of having the car in our possession we realized there were cracks in the paint on the back bumper (see pictures) and further investigation lead us to unsightly paint drips as well. The paint was also completely rubbing off on the front bumper as we were cleaning it. We admit we know nothing about cars and immediately brought the car to another auto body shop and we were just shocked.

The bumpers were never sanded down before primer and paint application. The paint they used was of the cheapest quality. They didn't let the separate coats of the paint dry before applying other coats on top. The paint was literally coming off in sheets (again please see pictures). The most ridiculous was the fact that the back bumper was only attached with ONE screw and other screw was no where to be found. The head lights wasn't screwed on properly either and was coming out as the bumper was removed for further inspection. We were told this sloppy job could have been done in under 2 hours and yet we waited about over three days for it. At this point we were beyond angry and I called Richard and of course he put the whole blame on the auto body shop. He told us to bring the car into their dealership because he wants to see these issues and that there was nothing he could do for us unless he saw the problems. But seriously who would ever bring their car to this place...

Lexus is not the type of brand we've seen in the good old days. I'm leasing a 2013 CT200h that was delivered from Cherry Hill, NJ. I scheduled my 5k maintenance service as suggested by mfg. online. I request a loaner as well for which I later received a confirmation over the phone from a live operator. I read owners manual real quick to confirm frequency of oil change required for the car which explicitly stated every 5k. Additionally, online confirmation stated I was going to get an oil change with my tires rotated among other things.

Upon arrival to Lexus of Queens an attendant took my car and I was waiting for my turn to see a consultant. My consultant was Alex Munoz, who brushed me off by stating " we don't provide loaner vehicles for 5k maintenance." I stated my reservation was confirmed by a live operator, reserving my loaner. He then went over some paper work with me and never asked me if there is something with the car they needed to check in addition to maintenance service. He assumed everything was okay. I asked him if they are going to change my oil, and he replied "No". His argument was manual and their website is wrong, I pushed harder to get it and his response was, we can do it now however upon my 10k service they won't change my oil for free as first two services is on them. He also couldn't find my reservation and had to start taking my info again which was annoying. Alex's response to that was b/c I didn't buy car from them is the reason why I'm not in the system.

I made a compliant on the dealership directly to Lexus. A representative that called me stated same fraudulent statement that every 10k oil change is needed as they use synthetic oil. She added that the reason I didn't get a Lexus experience was b/c I didn't buy a car from that dealership. Really? There were only five CT200h in the country at the time and I drove two hours just to get your car for this horrible treatment? I could of gotten a Prius for same horrible service. I feel the company is disconnected and there is absolutely no transparency. Excuse for no loaner, excuse for an oil change, my tires were not rotated, no fluids were added as stated on the receipt. My car wasn't washed properly which is fine. My wheel lock in glove compartment was hidden in the same place I had placed it after I got my car back. I was two hours late for work and nothing was provided. This is my third Lexus and my LAST ONE!!!

My Infiniti dealer would sent a driver with a loaner to pick up my car for an oil change, who was an hour away from my residence. They would always separately state, my tire thread, pressure, among other things done to my car. They even re-painted my car for free when I some yellow dots appeared under...

Stay away from this location, don’t ever go there to fix something in your car, I visit this place October 4th 2019 for first free oil change, but a few days before I noticed that I was losing pressure in the right tire, ( I have SUV AND NORMAL PRESSURE IS 36)and just hour before my appointment in Lexus of Queens I stopped to local service shop to check my tire and they said that I have a very small almost invisible hole that is very easy to fix, there was no any nail in my wheel.... So I came to my appointment on time with tire pressure of 32. Person who helped me was named Matt, I told him my visit is just to change oil, and also asked him to check my pressure, he said no problem, after 2 hours Matt came to me and he said that I have 2 nails in my tire placed next to each other and it’s not safe to fix this and the better way is to buy a new tire which they have in stock. I did not believe him that I had 2 nails in my tire because hour before my appointment I checked my tire and did not see no nails. He also said it’s going to cost me $250 with tax and will take extra hour. I didn’t have extra time because I was running late for another appointment and I asked them if it’s safe to comeback another day. He said yes its absolutely safe. With this pressure you will be able to drive for the next few days. So I left at 12:30 with tire pressure of 36 because they put extra air in my tire and ten minutes after I left the place my pressure came down to 17. I got scared. So I went to the same local shop I went before my appointment in Lexus Of Queens. They were shocked how big the nail was in my tire which wasn’t there before. They also said it’s not possible to drive on a nail big as that. You can only purposely screw in the nail of this size. Now I’m sure, they put that nail in my tire on purpose and they just trying to sell me a new tire. This local shop helped me fix my tire in just 15 min for $30. And they guarantee it’s gonna last me for the next couple of years. Second day in a row I’m trying to reach the manager of this store. First time they told me, let me check if the manager is available. After 2 minutes on hold they told me that the manager is not in. They took my contact info and promised me that the manager is going to call me on Saturday in the morning. When nobody called me, I called them back and they told me that manager is never in on Saturday and they will call me back on Monday. Very disappointed and upset. This is my experience at Lexus Of Queens just to get a first complimentary oil change and to...