Lexus of Highland Park — Local services in Highland Park

My experience with Lexus of Highland Park is an absolute horror story. I saw an L certified LS460L/Ultra Luxury Package which is admittedly a hard find. Mind you I live in New Jersey and usually deal with Lexus of Route 10 andam a Lexus owner many times over for some years. Currently have an LS600HL and an RX350, have had numerous LS460Ls in the past. From my experience in dealing with Lexus of route 10, L Certified means you’re basically getting a new car. They take the 161 point inspection very seriously. I have never had any issue whatsoever. I worked out all the details of the deal via phone/email with a salesman named Richard Spinks. Financing approval etc was all done in advance. I was to fly to Chicago then sign and drive. The car fax had a light front hit listed. No airbags deployed, car able to drive at Time of incident . Based on my prior history with Lexus I would of course assumed that meant all prior damage would be fully repaired and the 161 point inspection completed . Upon arrival at the dealer, what I realized after should’ve been the first red flag was that the car was indoors in the back of the service area nicely Tucked away in a corner. Mr. Spinks noted that this was to keep the dust off the car, my reply was I’m going to drive 13 hours I’m pretty sure it’s going to get dusty but I appreciate the gesture. The interior was immaculate and with the lack of lighting inside the exterior appeared that way as well. After all paperwork was complete myself and a friend began our journey back to New Jersey . Once on the open road and out of the Chicago traffic we noticed a humming noise coming from one of the wheels, soon after we stopped at a rest area to get gas. Once in the daylight the swirling on the black paint was horrific and the bottom of the bumper looked like it had been through a cheese shredder . Thankfully, while accompanied by the humming noise the entire way we made it safely back to New Jersey . The next day I received a thank you email from Jim Magnelli, to which I replied briefly going over my concerns. Shockingly I got no reply . The next day I emailed again and once again no reply . The next day I called the dealership and was able to finagle my way past the receptionist and speak to Mr. Magnelli on the phone. As quickly as I got him he made me aware of that he was not the manager that oversaw this deal and he will have that manager call me back first thing in the morning of course that never happened. At this time I decided to open a ticket with Lexus corporate . We also texted the salesman Rick spanks to which his reply was and this is a direct quote consider yourself lucky you got a rare car for a good deal . For those that have chosen to read this far along I do have all of this documentation and would gladly back it up for anyone reached out to me so that they do not fall victim to this dealership . Lexus corporate instructed me to bring it to a local dealership in New Jersey which I did, that being Lexus of Route 10 as I have dealt with them numerous times in the past . I have never seen a group of men more speechless in my life . The vehicle had three bent rims, a bearing that was completely shot . Tires at 4/32 of tread life along with very cut rate bodywork . Following directions the inspection report performed by this dealership was forwarded to Lexus corporate . Shockingly, and with undescribable disappointment my claim was denied stating outside influence, which in their terms means that it could’ve all happened on the way from Ohio to New Jersey . The service staff at Lexus of Route 10, still in shock said that if anyone at their dealership had ever released the car to a client in the state they would be fired without question and mind you I have never wished unemployment on anyone but to a man like Rick Spinks and the other staff members that were aware of the condition of this car I do wish upon them . The Silverlining to this story is that my history with route 10 and they’re pure sympathy for me They took care of the majority of the repairs...

If you're looking for a Lexus, just come here and work with the incredible and kind Carl Ritz. Honestly, that's all you need to know, but I'll elaborate. The idea of buying a car is terrifying for me. I tend to be confrontational when I think someone is taking advantage of me and I've not only heard horror stories but seen in person, so I was nervous on how the experience would go. My husband and I first went to another dealership in Glenview and had a less than enjoyable experience when a salesman was being short and ignored my questions just to talk over me. We left literally 10 minutes after walking in and I called another Lexus dealership where I was also given a cold shoulder response. I honestly considered giving up and just going to Toyota or Hyundai but decided to give Lexus of Highland Park a call as a last effort. Imagine my surprise when they answered the phone on the FIRST RING and with a friendly tone! I was completely thrown off that I started stuttering. I let the sweet receptionist know I was looking to speak with sales and she transferred me over to Mario. He was so nice too and answered my questions with no hesitation. He didn't even get frustrated when I asked the same question 4x (no exaggeration) because the other 2 dealerships gave me different answers and I felt paranoid. I let Mario I would be coming in shortly and hung up the phone. About 20 minutes later I arrived at the dealership with my husband and mom and was given a friendly welcome and immediately offered beverages. I literally felt like it was too good to be true. The receptionist told us she would call Mario for us but at the same time another man said Mario was outside and that he would call him over for us and told us to take a seat to wait and offered us beverages again. SO NICE. Less than a minute later, Mario came in and let us know we'd be working with Carl Ritz. CARL IS FANTASTIC. No games, no fuss, no muss. He was incredibly kind and patient with me as I asked a million questions about lead time, stock, car colors, etc. I actually changed the color of the car I wanted (no joke) 3x and he had to fix the order form each time and he was SO NICE about it. He didn't even give me any grief, he simply said, "Of course we can change the color, don't worry about it". He even walked me outside twice to look at the colors of the cars I was considering. I could just sense what a genuinely beautiful human he is. Even though he had my mom, my husband, and I bickering back and forth about different details of the car I wanted he was so wonderfully patient, I just can't even explain. It was to the point I kept telling him repeatedly, "You are just so great!". If working with a good sales consultant is important to you, I cannot recommend Carl enough. He is kind, patient, understanding, straightforward....everything you would want. My mom even took his business card because she liked him so much! The manager was so wonderful too. When Carl stepped away from his desk for a moment to check on some details I asked about, the manager came by and said hello and chatted with us and made us feel so welcome. It seemed UNREAL how everyone was being so accommodating. It didn't even feel like a chore to be there. It was truly an enjoyable experience. If you feel it necessary, feel free to check out the other dealerships but I swear to you, this was the best car buying experience I've ever had. I know I likely won't see the car for 3-6 months but I also know that is due to supply chains and constraints so I want to remind others that they should expect the same. The dealerships are not at fault for shortages, so please be kind when working with sales people. They obviously want to make as many sales as possible, but they just don't have the ability when there is no availability. Again, if you're looking to buy a car please go work with Carl, he's...

This was the best car buying experience that I have ever had. Everything about the purchase process and the dealership was first rate from my initial inquiries right through the purchase. My sales person was Rick Spinks, and he turned out to be the best sales person I have ever met, which is saying a lot because I have deal with may over the years even at high end dealerships

For starters, I went in to the dealership in April to ask for some information about the model I was interested in. The dealership itself is modern and attractive, though now quite as large as some I have been in. I immediately notice the nice showroom and the well-stocked service area, which had lots of drinks, free bagels and snacks, a nice seating area, etc.

I met Rick on my first informal visit, and he became my sales rep because he was so good that I would not think of asking for anyone else. He was smart, friendly, very knowledgeable about the Lexus product line, HONEST, and low/no pressure. He gave me the information I needed and kept his promise not to pressure me until I was ready to move forward on a purchase decision a month or so later. The only time he called me was, as I requested, he had information that Lexus was having a manufacture's promotion that would end on June 4, which was just what I wanted to know.

I followed up on the information and came in to see Rick. We worked closely together closely to discuss what features and colors were of interest to me and to determine what was available in my preferred price range. He did not try to send me on more expensive models that had more options than I wanted or needed. Instead, he worked hard to locate cars that fit my preferences. He was candid on the pricing flexibility and made the usual dreadful negotiating process easy and painless. The team he worked with on the trade-in was equally efficient and honest -- they offered my slightly more for my trade-in that the offer I got the day before from Carmax.

I always leave one dealership to go to another to shop around, but the price, professionalism and service I got here led me to do the deal right then and there -- why drive all over to find a place to save a few hundred bucks when, based on my research, I was getting a fair price from an honest and professional dealership.

When I went to pick up the car the next week, everything also went smoothly, The finance guy, Julio Gomez, was personable and knowledgeable. He explained my extended warranty and tire warranty options, but did so honestly and without any hard sell. He explained all the numbers and the title process to me, and answered all my questions.

Finally, this dealership has staff assigned to spend whatever time is necessary to explain all the features of the new care at pick-up. I was lucky enough to get Zenia Espinal to help me with my tutorial on the new car. She knew everything about the car, and patiently walked me through the details, feature by feature. We must have spent nearly two hours, but she was very patient.

So, in sum, this was an 5-star purchase experience for me. I recommend the dealership highly. I have not yet had any need for service, but I would expect that this department will match the excellent service of the rest of...