Kendall Lexus of Alaska — Local services in Alaska

Over the years, the Significant Other & myself have worked with Kendall Lexus of Anchorage on multiple occasions when buying a new vehicle. Each experience was pleasant, in this particular case - which was on Saturday, Nov 30th of 2024 - this experience was quite pleasant to say the least.

Let me elaborate, before going into detail w/ the Sales Consultant & the Lexus Sales Manager:

You can tell Kendall Group creates an atmosphere that exudes excellence & an experience that is positive, eloquent & intimate. It's as if everything is perfectly crafted to cater to the customer - you see the Sales Manager’s office, their desk is a standing desk (I would imagine for quick movement & the health benefits) & the way it's positioned is actual genius as they have direct view of the customer as opposed to other dealerships where the desk has the person's back facing the wall, thus a setup for failure to greet & speak with the customer. It's these minute details that I personally see benefit the company as it induces interpersonal engagement in a more direct & friendly approach that builds rapport. I point these out being that you don't see this kind of thing in the auto sales industry much.

Now for the Sales Consultant & Sales Manager:

In the journey that eventually became fruition, I started window shopping for a multitude of vehicles of different brands, ultimately it came down to a Lexus NX. Now, the Sales Consultant I kept in contact with, James Flaviano wasn't your typical run of the mill kind of salesperson that made you sense he was pushy or just out to try to screw you for the commission then suddenly disappear after the sale. He was a friendly, quite genuine individual and would reach out to me in roughly once or twice a week. This was over the course of nearly a month. Him helping me was a joy as he was a humorous dude that wasn't a robotic monotone like many I’ve dealt with over the years. He pretty much educated me on all the features & options (I was aware of upon research) and THEN some. He knows the Lexus product like the back of his hand. Kudos to him, I imagine he will do well & go far in the industry in due time. I can tell the man is dedicated to his craft & exudes the Lexus ethos.

Typically, a customer will deal with just a Sales Consultant in any dealership, but myself, I like to work w/ the Consultant & also communicate directly w/ the Sales Manager - it ends up becoming a game of chess typically, but not in my case w/ Mr. Herman Olaes. I don't know who it was that was responsible for putting Herman in charge, but bravo ma’am or sir, you made an excellent choice like Jerry West picking Kobe Bryant in the 1996 NBA Draft. This Herman guy has that B.D.E (Big Dynamic Energy) kind of type-A personality that rubs on you like you've known each other for years, when in fact, you've just met them. He was a respectful Manager that not only wanted to help you reach your goal of obtaining a vehicle, but (alongside James) went above & beyond in getting a multitude of things done from a fair appraisal (I traded in my ‘22 Lexus IS), a good deal to a rather smooth process & transaction. The end result was excitement & happiness, which I believe any vehicle purchase should be. As I've told them face to face w/ a handshake, “THANK YOU”. Both your commitments in customer satisfaction is bar none and some of the best I have seen. I also have to point out, neither James nor Herman randomly disappeared after the sale, they both reached out on multiple occasions to make sure I was a satisfied customer. That's awesome. I look to doing future business in the distant future w/ Kendall Lexus of Alaska.

Honestly, my only nitpick was that they wouldn't let me...

To Whom It May Concern,

My initial experience with Kendall Toyota was nothing short of disheartening. Rather than prioritizing customer needs, certain associates appeared singularly focused on securing a sale, disregarding the fundamental principles of integrity and client-centric service. As a discerning 25-year-old, I quickly recognized the tactics employed—an attempt to manipulate me into purchasing a vehicle that did not align with my needs, solely to satisfy their commission-driven objectives. Their approach was rooted in an unfounded presumption that I lacked the acumen to navigate a high-value transaction, an assumption that was both misguided and unacceptable.

Upon leaving the dealership, I was left with a deep sense of frustration, not merely due to the interaction itself but because it underscored a systemic issue in sales culture—one that prioritizes profit over long-term customer relationships. At that moment, I resolved never to engage in business with Kendall Toyota again.

However, nine months later, on March 8th, a trusted colleague encouraged me to visit Kendall Lexus and seek out two distinguished professionals: Elsie Chanthaboury and Price Yang. While Elsie was unavailable that day, she personally referred me to Price—an introduction that would redefine my perception of exceptional customer service.

From our very first interaction, Price distinguished himself through his composure, professionalism, and unwavering commitment to understanding my unique needs. He did not merely attempt to sell a vehicle; he sought to guide me toward the right investment. His approach was consultative, rooted in patience, transparency, and a genuine desire to ensure that I was making an informed decision. He demonstrated an exceptional ability to advocate on my behalf, ensuring I received the best possible terms for my trade-in while seamlessly navigating the purchasing process. His extensive product knowledge, coupled with his ethical sales approach, made this experience both effortless and gratifying.

Price Yang epitomizes the caliber of excellence that every sales professional should strive to emulate. His diligence, integrity, and customer-first mindset make him an invaluable asset to Kendall Lexus, and I firmly believe his contributions warrant recognition from leadership. Furthermore, I extend my sincere appreciation to Elsie for facilitating this connection and ensuring that my experience with Kendall Lexus was the complete antithesis of my prior encounter. Without their dedication, I would not be driving my brand-new Lunar Rock Tundra today.

I strongly encourage Kendall leadership to instill a culture where trust, authenticity, and long-term relationship-building are at the forefront of the sales experience. Consumers are more informed than ever, and transactional, high-pressure sales tactics are not only antiquated but also detrimental to a dealership’s reputation. The future of this industry belongs to professionals like Price and Elsie—individuals who understand that sustainable success is built upon the foundation of trust, respect, and superior...

This was definitely one of the more unusual experiences I've had when buying a vehicle. I never expected the entire process-from the initial test drive to actually receiving the car-to take nearly a month. In hindsight, I think a lot of the delays could've been communicated more clearly or handled more efficiently.

First, I want to thank Haylee for her effort and dedication throughout. She genuinely did her best, and I understand that many aspects of the process were beyond her control. She stayed with us every step of the way- from the very beginning, through all the back-and-forth, and even now as she continues to check in on us.

We originally scheduled a test drive because I had never owned a Lexus before and wanted to get a feel for the performance. We were only in Anchorage for less than a week, mainly because our original car was being serviced at a different dealership. What I didn't expect was to end up at the dealership for four days in a row (not sure if it's a good thing or not), primarily to discuss trade-in options and potential monthly payments for a new vehicle.

Kumbi, one of the managers, stood out for being more direct and efficient, there was less waiting around when she was involved. Unfortunately, the numbers they gave us at the time didn't meet our expectations, so we decided to walk away.

Luckily, the very next day, I got a text from Haylee saying that a new batch of vehicles arrived with a wider range of pricing. We returned to explore options again and tried to work out a deal. This time, we were working with Herman, the other managers. While he did eventually help us go through the numbers, the process could have been handled much better. We clearly stated the monthly payment and terms we were comfortable with early on, yet it took nearly three hours just to get the numbers back. That kind of delay was frustrating because we had to drive back to Fairbanks that same day. We arrived around 4ish, and didn't leave the dealership until after 7 p.m., getting home around 1 a.m. That was a long exhausting day that could have been avoided with more efficient communication and clearer expectations.

In the end, we didn't finalize a trade-in or purchase the vehicle before returning to Fairbanks-and I'm honestly glad we held off. We ended up getting a better offer locally.

Even after all the chaos, Haylee continued to follow up with us and provided helpful advice. She suggested we check with out own bank for financing, and thanks to that, we were able to secure the monthly payment we had been aiming for. With weekends, paperwork delays, and all the coordination involved, the final process took about two weeks, but we got there.

But we're happy to say- We finally got the car! It was a long road, but it all worked out in the...