Back at the beginning of June, we custom ordered our dream IS350 (White w/ Black leather, Luxury, ML/Navi - the works). We were told that while it could take up to 90 days, we could expect it to take much less. We happily put down our $1000 deposit and set out to begin selling our two cars that were to be replaced by the IS.
Since June, we've contacted the dealer several times looking for a status, but they were never able to give us one. A few weeks ago, when 90 days was up, the dealer was quick to point out that it could take up to 120 days. We were disappointed that the 120 day thing hadn't been mentioned to begin with, but were so anxious to get into our new IS that we overlooked it.
Here is where the story gets bad *thunderclap* Yesterday, the dealer called to inform us that there had been a mix - up, that he wasn't sure how it happened, but our order had NEVER BEEN PLACED, and that we'd have to start all over. He said that the soonest he could have the car now would be December. He has offered to give us our deposit back OR re-place the order.
Has anyone else had a similar experience? At this point, we've sold both of our other cars and are relying by on a single company car to get around. We’re reasonable people and realize that mistakes are made, but feel that Lexus should be taking more initiative to make this right with us rather than just offering us our money back and hoping that we'd walk away.
I guess I'm just still in shock, and wanted to see if anybody had any recommendations on who to call or what to do next.
I'd suggest you file a complaint with Corporate Lexus, and go visit another Lexus dealership. When you go pick up your deposit, inform the dealer of the complaint you filed.
I say you first file a complaint with the Corporate Lexus office then as soon as its filed walk into the dealership and talk to the Sales manager or even the owner of the dealership. File a complaint there, haggle the crap out of them and make their lives hell as they have made yours. Sure you are reasonable people but when you are dealing with peoples money and their time then its a different story. You got screwed in a sense, but there is a way out. You should have all their jobs or atleast get a few options (Navi, premium wheels etc) get thrown in for free. Mistakes happen but they don't take 90 days to realize and as many pieces of paper that these idiots at the dealers look at they should of come across it sooner then that. I say you make a big deal of it and get something in return other then some bullshit offer to etheir return your deposit or put the order back in.
Order the car, as long as you have waited for your dream car it still well worth the wait. The IS350 with the options you have mentioned is a very very nice car. But remember, you got screwed in a sense and someone should REALLY pay for all your troubles considering you have sold both your cars and rely on 1 compnay car to get around. You have done your part in the deal and they have not.
If the owner of the dealership is anything like the owner of the Lexus dealership I work at, he/she will do whatever it takes to satisfy you! Demand to talk to them. You shouldn't even have to call Lexus Corporate.
Your Lexus dealership is not taking full responsibility for all the inconvenience caused. File a complaint against them to Lexus.
I would give you example of true customer service:
Recently, someone in Saskatchewan, Canada bought a BMW 335ci twin turbo. For some strange reason, the engine ceased at only 450 KM. Now, look at what BMW Canada offered him for compensation.
1 - Have his car fixed and in brand new condition and brand new engine within 60 days. If it is not fixed by then, they would pay him $50 for every day over the 60 days.
2 - $3000 cash for compensation.
3 - Loaner car until he gets back his 335 TT.
4 - Extended warranty up to 10 years free of charge.
Now, that is what I customer service and making up to the customer.
__________________ SSM 05 Corolla XRS 6 Spd VVTL-i 2ZZ-GE /04 Corolla S 1ZZ-FE (sold)
id raise hell, and demand things in repyment lol or since you did seem to go for the loaded model.....possibly a discount....that was sad.....them letting you wait 90 days and with no order AFTER taking your money!?...whats this place called...time ot make a dealer shame list!
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92 SC300 Garnet Red 5-speed 119k 01 Camry LE V6 Sailfin Blue 95K miles
Your Lexus dealership is not taking full responsibility for all the inconvenience caused. File a complaint against them to Lexus.
I would give you example of true customer service:
Recently, someone in Saskatchewan, Canada bought a BMW 335ci twin turbo. For some strange reason, the engine ceased at only 450 KM. Now, look at what BMW Canada offered him for compensation.
1 - Have his car fixed and in brand new condition and brand new engine within 60 days. If it is not fixed by then, they would pay him $50 for every day over the 60 days.
2 - $3000 cash for compensation.
3 - Loaner car until he gets back his 335 TT.
4 - Extended warranty up to 10 years free of charge.
Now, that is what I customer service and making up to the customer.
You should read the big black book at your Lexus dealer called "The Lexus Story." BMW customer service (for the most part, nobody really does) doesn't hold a candle to Lexus. Unfortunately, some dealers are jerks regardless of car manufacturer. But Lexus Corporate will ALWAYS treat you right.
id take my money back, file a complaint, complain to the manager, and let all hell break loose! its hard earned money! its not like online poker where you get fake money. file a complaint with the better business bureau
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Quote:
Originally Posted by ECale3
It's not about the destination, it's about the drive.
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IS 350 Custom Order HORROR STORY!
Yesterday, the dealer called to inform us that there had been a mix - up, that he wasn't sure how it happened, but our order had NEVER BEEN PLACED, and that we'd have to start all over. He said that the soonest he could have the car now would be December. He has offered to give us our deposit back OR re-place the order. 
Desi Toyota Dude Here!!!
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