Park Place Lexus Plano — Local services in Plano

I purchased a 2019 Lexus LX570 with approx. 35k miles for my wife for $78K. I purchased as an out of town buyer, sight unseen by me. I have bought the last 8 of my vehicles sight unseen without any issue from trustworthy dealers around the US and paid to ship, with ease and great satisfaction. I worked with Park Place's sales person Kal Farris extensively, on walk around pics, videos, photos, condition, etc. and was assured that he had been selling vehicles for 20 years and it was clean, clean, clean, zero damage, zero smoke odor, nothing. Carfax showed no damage history and they asked me to sign a copy of this. When vehicle arrived at my home a mere 300 miles from them (4 hour drive in nothing but sunny weather), it looked fine from a distance, aside from normal cosmetic wear on touch areas due to being gently used. After detailing it shortly after purchase, I noticed it has hail damage all over the roof and some trim pieces on sides. Park Place Lexus sold me a vehicle with undisclosed hail damage all over the roof and trim pieces. Who knows what has been removed to do other undisclosed hail damage repair. I contacted salesman about this and the loose engine that was missing all of the fasteners and of course, no response. I provided shipper on this transaction and I did have someone drive the car down the block for me to make sure it drove ok prior to purchase but I made the mistake of trusting this dealer as an out of town buyer, purchasing sight unseen and not taking the time to look to see if it had hail damage, assuming that as a reputable auto dealer, they would not engage in selling undisclosed hail damaged vehicles. Due your due diligence and do not trust their representation of the vehicles or their sales personnels word. They are looking to move cars and did not disclose the pictured damage to my vehicle in any way, shape or form despite repeatedly confirming condition was, "excellent". Very disappointing. 11/15/22 response to owners response: I never inspected the vehicle as you allege, your cameras can confirm that as well as your salesman Cal Farris. I never saw the vehicle until it was in my driveway 300 miles away and certainly never saw the hail until later when detailing the car and coating it, otherwise I would have never bought it. My brother did drive the car for a few minutes and did look the car over for me but he never thought to climb on the roof to see if you failed to disclose hail damage, he also is not a mechanic and wouldn't (same as many of your clients) be able to tell that your mechanics didn't fasten the engine cover. I did fly up and sign some papers last minute because Cal Farris failed to send me documents and refused to let my driver take the car so I dropped everything i was doing and flew there within minutes. Your salesman dropped me off at my airplane and even looked inside it, this doesn't change the fact that I never saw the vehicle and it certainly doesn't change the fact that you sold me a hail damaged vehicle. Let's face it, you dropped the ball on allot and I didn't have the opportunity to see the hail damage prior to purchase, maybe you simply missed it too, but the fact is that you sold me a hail damaged car and are still attempting to hide from it. There is a reason your sales guy failed to respond to me both in regards to the hail damage AND the fact that all the engine cover fasteners were missing as pictured. Hmmm. maybe he knew about it all along? To date, nobody has responded to me at all, shocker. Be glad (lucky) this is a...

My experience with the Park Place service dept. has by far been the worst experience I’ve ever had of any dealership I’ve visited. They are not friendly, kind, or caring of a customer’s experience. They are dismissive, avoidant, unorganized, and irresponsible. They fall extremely short of a gold standard of customer satisfaction.

I gave them my car for a sunroof repair. My car was in their possession for a week when I followed up to check on it. I was told they didn’t know where my car was and would look for it. They didn’t know where it physically was. A corporate coordinator, Pam, ended up contacting me letting me know the person who took my car, Isaiah, didn’t properly log it in the system. Thus they didn’t have track of it.

Once they got it to the Dallas bodyshop, they had it for 2 months. I was contacted when my car was fixed and returned to Park Place. I went to pick it up. But once again they didn’t know where my car or key was. Isaiah requested the help of someone else, who came into Isaiah’s office where we were sitting. No greeting, no smile, no reassurance, no acknowledgement. As if we weren’t there. He just went straight to talking to Isaiah. The manager who did know where my property was had left for the evening. We spent 20-30 minutes waiting for them to get ahold of him.

They found the car and it was filthy. It was completely and visibly covered in dust and dirt. There was a small and light water stain on the interior roof from the leaky sunroof. They didn’t remove that. And there was some odd scuff in the paint near the roof. We discussed this with Michael the bodyshop manager, whom confirmed they could do touch ups on these things.

It took Michael 4 months to get the touch ups schedule. We confirmed a date and he was aware of me dropping the car off after i got off of work. The cleaning was supposed to take 24 hrs and they would cover a rental for me. The day of drop off, as I’m on my way to park place after work, we find out I needed to be there by 5:15p to get the rental before Enterprise closed. I was not made privy to this information beforehand.

I pull up to park place and ask for Brian Zawacki, my point of contact. I arrive at 5:17p and ask the gentlemen who work the drive (probably the only friendly people I encountered throughout this whole thing) for Brian. A few minutes later Brian walks up with a stone face saying he was expecting me at 4:30 and now has to figure out how to get me to Enterprise before they close. We get in the car, and dead silence. No friendly how’s your day, no nothing. He gets me to the desk at Enterprise and bolts. Enterprise was also very friendly and took care of me.

The following day Michael informed me that my car wasn’t ready; he originally quoted 24 hrs. And that it would take another day.

I will never return to Park Place for any sort of service or repairs, and I’ll never recommend...

I appreciate that my review, in a sea of nearly 6,000 others, may or may not resonate, but being honest, I've never experienced a dealership use these kinds of shady, snaky tactics, so it's worth sharing.

Where to even begin. I was in the market for a GX550 recently - they're in high demand, waitlists are 3-6 months, so there's simple supply/demand economics at work here which means that "used" vehicles are going for $10k-$20k over MSRP, sometimes more.

What this dealership does, to maximize profits, is modify (nearly) all the new vehicles that come through the doors to then sell them as "used". They'll add a whole new set of tires, then raise the price by $10k-$15k. This, in effect, is daylight robbery to me. I'm sure there's other "packages" and strategies they employ to increase the price too, this I have no doubt of.

I want to be clear though, that I spoke to multiple Lexus dealerships in DFW, and elsewhere in Texas, and Park Place Plano was the ONLY dealership pulling this kind of cr*p on their customers.

Moreover, I was working with a junior salesman, with next to no social skills it seemed, although I respect that he was trying his best for me, but obviously these dealerships are governed by the GM/Finance Director(s), so this all comes from them.

I was told it was first come, first served. Basically, when a car is delivered to the dealership, the 40+ salespeople there call their clients and let them know, and then it's a race to get to the dealership, and whoever signs first, gets the vehicle.

What. Even. Is. That. Like, seriously!?

This is a luxury brand, and a car costing, at the low end, $80k+. No deposits here, no reservations, no name on a vehicle, just drop everything, rush to the dealership and hope someone else didn't get there before you.

I've now bought a brand new GX550 from a different dealership in DFW - salesman was open, honest, authentic, communicative and told me that the car is mine, it had my name on it, I reserved it (no deposit). I just submitted a credit check and some details and he assured me it was mine. I turned up to the dealership the day after it arrive, and drove out an hour later.

I can assure you, I will never buy a vehicle from Park Place Lexus, and I cannot encourage you enough, if you're reading this and considering them, for you not to use them either.

Simply put, there are FAR better dealerships that don't use shady sales tactics, don't do everything in their power to raise the price for the customer, and overall offer, what I can only describe as, one of the worst customer service experiences I've ever had the displeasure of receiving.

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