Lexus of Murray — Local services in Murray

I recently had my first-time experience of purchasing a used vehicle from out of state. I cannot speak highly enough of the exceptional experience I had dealing with Larry H. Miller Lexus Murray, in Utah. Many thanks to Andrew Gustaffsen, my salesman who made it all possible. From the very first interaction, Andrew's professionalism and genuine enthusiasm for his work were evident. Navigating an out-of-state car purchase can be daunting and I was very apprehensive, but Andrew's expertise and reassuring demeanor put all my concerns to rest. He provided detailed information about the vehicle, including the comprehensive history report and I felt he was transparent about the car's condition. Before I had settled on this vehicle, let me tell you that I had done many, many hours of research. I knew what I wanted and had made several attempts in other states already. From those experiences, I definitely was leaning toward purchasing from a major dealership versus an independent. Communication with Andrew was was effortless. He was always prompt in responding to my inordinate amount of questions. We communicated mainly by text which was perfect for me . Andrew walked me all through the sales process, down payment, inspection, shipping etc. He put me in touch with Lyndon Shamy from their management team who patiently walked me through the contract process and different warranty programs. I never felt pressured or pushed in any way. With regard to inspection of the vehicle, Larry H. Miller Lexus Murray had done their inspection which included new tires, oil change and detailing. Upon review of the sales contract docs, I had asked that, when the vehicle arrived here at my house, what if I took it to my local BMW dealer for an inspection and if there were any findings of any significance, could I negotiate that with them. I am very familiar with the BMW diesel emission systems and that can be a big pain on those vehicles depending on how it was driven and can be quite costly to repair. Andrew offered to take it to the BMW dealership in Murray for me right away before it shipped. BMW found a couple minor items (small oil leak, missing trunk strut and rear wipers inoperable). I had to ask...worst they could do was say no. I asked Andrew if they would consider repairing those items and Larry H. Miller Lexus Murray agreed. I thought Lexus might do the work, but they actually brought it back to BMW to have them do the work. How great was that? When the car was back from BMW, it was ready to get shipped. I asked Andrew if he had a chance could he please take a picture of it before shipping – just in case. He said no problem at all. They cleaned it all up again and sent me this amazing photo with the bow on top! Now it was getting real and it was on its way. When the BMW X5 arrived, it exceeded my expectations. The vehicle was exactly as described, and it was clear that Andrew had taken great care to ensure it was in pristine condition. He even followed up after the delivery to ensure everything was satisfactory and to see if I had any additional questions or concerns. Side note: when car arrived, the rear wiper was still inoperable. I was able to diagnose and repair myself. Even then, Andrew stayed in touch and always responded and was even willing to work with me if the repair was expensive. I thought that was above and beyond! Purchasing my 2013 BMW X5 from another state turned out to be a good experience in this case. I think I just lucked out and found the right dealer and got the right salesperson. A big thank you goes out to Andrew and the sales team, service department and even receptionist(s). If you are in the market for a vehicle and considering an out-of-state purchase, or even an in-state purchase, I highly recommend working with Larry H. Miller Lexus Murray, in Utah. They are the real deal. ...

Priot to bringing my car in, I called to leave a detailed account of the issue with my car (ongoing issues with the battery draining so I would drive my car on a Friday with no issues and on Saturday I would get in my car and it wouldn’t start). I brought my car in last October to get it checked out, and they were unable to recreate the issue, but said to bring it back to have them try and diagnose the issue. Triple A had been called a few times because I couldn’t start my car and said it was a battery draining issue, that something was pulling from the battery, maybe a bad wire, but that I should have it checked out. At the time, they had me get a battery tinder and manually charge the battery until a reason for the draining of the battery was found. A couple weeks ago, the battery would not keep the charge from the battery tinder, and Triple A was called to get it started so I could bring it in to your service department. After dropping it off, I was todl kt would be diagnosed, and the next day I received a lidt of recommended services, but other thsn a bad battery, couldn’t tell which ones addressed the issue. The service rep didn’t call until about 1;30 Saturday to share what was going on with the car and didn’t seem to be aware of the reason it was there. I referenced the visit from October, and he didn’t seem aware of that visit until he pulled ip the notes while on the call with me. He said he would get back to me about the issue causing the battery drain and never did, I received notice that my car was ready to be picked up Monday, with no details of what diagnostic services were provided. I figured I would get a detailed explanation when i picked ip my car, but when I went to get it, waited an hour and finally had to find someone else to let me pay and get my car. They didn’t offer any explanation of what was done, so other than a new battery, i don’t know what was done. No apology was prfor the wait. My car was already up front, but the assigned service rep couldn’t find 2 minutes to talk to me about what was done with my car.

On a side note, my tire pressure light was on going into the service department and it remains on. It was not addressed at all during this service visit.

Historically I have had a great experience with your service department but this was a...

Freddy and the finance team were great, would give them a higher rating.

This lower rating was for a different staff member. I didn’t catch his name.

Last night, we waited an hour and a half for the finance team but they were running behind. We have two young children so waiting was not easy but we wanted to leave with our new family car that night. We ended up going home and returning this morning.

At this point, my two year old is sick of the playroom. We had been there so long the night before and it was old news to him. We still had to wait this morning for the finance team. Freddy was so kind and let my 2 year old son play in the red convertible by the front desk. He absolutely loved it! I thought that gesture was so sweet. Well, an hour and a half later, we are finally signing for the car. My son is so sick of being there and was dying to get back in the convertible. Thinking it was no big deal, I let him get back in the front seat. Some blonde guy who worked there looked at me like I was an alien and condescendingly told me that my son can’t play in there because the battery will die if he pushes any buttons. It’s not like I would leave any of the lights on, I was fully watching him! I took my son out and the guy was trying to tell me it’s okay if he sits in it. I told him my son is two and isn’t going to understand the concept of sitting in a car and not touching anything. It was incredibly awkward as I took my son out and was still being watched by that worker. I could tell he was wondering why I was there. It doesn’t seem like an uncommon occurrence for people to bring their kids when buying a new car! I wanted to tell him how long we have been there and how I didn’t want to be here anymore but the finance team was so backed up so I have no choice!! Instead of leaving excited about our new car, I left irritated and overstimulated. I couldn’t get out of there fast enough! Not a fun feeling after spending $$$$. Really wish I caught that workers name. If I had any friends car shopping here, I would tell them to get a sitter and to not be surprised if they have to wait hours for financing (even though you showed up at the time the dealership told you)!! Never had an issue like this at past...