Had the worst customer service experience in my life at Bell Lexus in Phoenix AZ
04-03-12, 08:06 PM
#121
Lead Lap
I called the corporate office and got a mailing address that is more direct to send the owner. We are crawling here because I am in my busy season at work and I am dealing with a 4 week old baby at home as well as my 22 month old daughter. This entire situation has occupied my mind for so long and I honestly don't think these idiots at Bell Lexus will ever make things right. It sickens me that they will probably end up getting away with this ( probably already have). I am waiting on the BBB complaint because I dont want to **** any of the higher ups off before I talk to them. Hell, just writing a review online will get you banned from all of their dealership. I wonder what they would do with a BBB on their desks
04-13-12, 08:46 PM
#122
Lexus Test Driver
My question would be if something major went. Wouldnt the dealership be the best place. I have always serviced all of my vehicles pretty much exclusively at dealerships because when I would take it to small shops I always felt like they didnt know what they doing or they were lying to me. In the end I guess it just comes down to finding good people you can trust to work on your cars. Bell Lexus is not one of those places
04-13-12, 08:51 PM
#123
Lexus Fanatic
Thread Starter
Thanks for the support buddy.
People need to know how bad the work and service has become
I wouldn't let the manager there run a McDonalds let alone a Lexus service department
People need to know how bad the work and service has become
I wouldn't let the manager there run a McDonalds let alone a Lexus service department
04-14-12, 01:13 PM
#125
Lexus Fanatic
Thread Starter
I have been so busy at work and with my 6 week old son ( as well as my 22 month old) its been hard. I keep thinking that even if I did file the complaint and even if they were fired ( not likely to happen) I would still never return to that dealership. This made me wonder if I was simply just working myself up. This situation got me really wound up. I was so pissed I could barely even relax at the end of the day. I felt like it was causing me so much grief that I just stopped worrying about it. I want to file a BBB complaint but I was worried that the manager would play dirty and ask the manager at the competing dealer to do him a favor and not service my car. I know its far fetched but this manager plays pretty dirty and is pissed that I wrote 2 or 3 negative reviews on dealership rating sites as well as starting this thread. I know my old SA Doug will know how to check up on this thread and thats what really probably got under their skin. They know that Club Lexus has thousands of members and that they would be exposed.
I still cant believe that the sister dealership will not see me . When I asked the manager of the sister dealership why they will not service my car, he replied " you had a bad experience at one of our dealerships and chose to blog about it". They are telling me straight up that since we screwed you and you told others about it we don't want you back. They are trying to silence the people they screw with this tactic. They were once the best in town but have progressively faded over the last 2 years (for Gods sake the foreman couldn't even put a door panel back on the right way.....twice !).I read a review from another customer who said a tech there did work on his car and left a rag in the engine bay that caught fire !!
I still cant believe that the sister dealership will not see me . When I asked the manager of the sister dealership why they will not service my car, he replied " you had a bad experience at one of our dealerships and chose to blog about it". They are telling me straight up that since we screwed you and you told others about it we don't want you back. They are trying to silence the people they screw with this tactic. They were once the best in town but have progressively faded over the last 2 years (for Gods sake the foreman couldn't even put a door panel back on the right way.....twice !).I read a review from another customer who said a tech there did work on his car and left a rag in the engine bay that caught fire !!
04-14-12, 02:43 PM
#126
forget BBB. that is a waste of time. File a claim in small claims court. you don't need a lawyer. that is the best way to get their attention and be compensated for the damage they did to your car. stick to facts. Lore about someone elses rag in the engine bay isn't relevant.
and complain hard to Lexus corporate. Let them know that this particular dealer is more scummy than the avg dealer and Lexus HQ shouldn't tolerate it.
Or forget about it and get on with your life taking comfort in the fact that anyone googling the dealer will likely find your account of their scummy actions.
Smart dealers (if there are any) will soon learn that their bad actions will be reported in a public forum like this.
and complain hard to Lexus corporate. Let them know that this particular dealer is more scummy than the avg dealer and Lexus HQ shouldn't tolerate it.
Or forget about it and get on with your life taking comfort in the fact that anyone googling the dealer will likely find your account of their scummy actions.
Smart dealers (if there are any) will soon learn that their bad actions will be reported in a public forum like this.
04-14-12, 06:31 PM
#127
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http://www.peekyou.com/brent_berge/137900840
message bigberge, see if anyone replies, from my experience of working as a tech in a dealership, the only reason these 2 idiots are refusing to help you is cause they are full of themselves and the owner does not know anything.
Good Luck and if anything just try and contact the owner or since his profile says he is 71, he may have someone like a son or son-in-law etc.. working in his position, these guys are usually high strung and you don't get in their way, you can even try just stopping in at Arrowhead Lexus and asking for him, ask the nice lady who sits in the showroom, just open with I would like to meet the owner before I buy a new LS, usually they are on the grounds at one dealership, they are edgy, high strung individuals and they do not want to hear about customer problems especially if their dealer caused it.
Good Luck
message bigberge, see if anyone replies, from my experience of working as a tech in a dealership, the only reason these 2 idiots are refusing to help you is cause they are full of themselves and the owner does not know anything.
Good Luck and if anything just try and contact the owner or since his profile says he is 71, he may have someone like a son or son-in-law etc.. working in his position, these guys are usually high strung and you don't get in their way, you can even try just stopping in at Arrowhead Lexus and asking for him, ask the nice lady who sits in the showroom, just open with I would like to meet the owner before I buy a new LS, usually they are on the grounds at one dealership, they are edgy, high strung individuals and they do not want to hear about customer problems especially if their dealer caused it.
Good Luck
04-14-12, 07:27 PM
#128
Dysfunctional Veteran
Out of WA literally? Wow!!
Did you bring in your uniform and ask the service manager to step outside?
I'm sure there is way around getting your car serviced. Just need someone else to bring it in for you and say it's their car and have it under their name in the system; it's not like they will check the insurance in the car if you get what I mean that it's still under you.
Did you bring in your uniform and ask the service manager to step outside?
I'm sure there is way around getting your car serviced. Just need someone else to bring it in for you and say it's their car and have it under their name in the system; it's not like they will check the insurance in the car if you get what I mean that it's still under you.
I showed up in my uniform, told the service manage to show some respect to a lady, and he told me to go to hell and get off of the property or he would have me arrested for trespassing. When I asked to speak to the GM or the owner I was told "they do not deal with customers such as yourselves.
They even went so far as to tow my wifes Matrix to the side of the street (a busy one at that) and dropped it in traffic...ripping off the front plate in the process. I was told "your car is out there, take it and leave the property immediately".
I didn't go without a fight, and in the end, my wife and I were escorted off the property by Watertown PD. Sad it came to that, but in the end it worked out to my benefit. I filed a complaint with the Post Commander of Fort Drum, and they blacklisted the dealer. That made it so 80% of their business (soldier's) were not allowed to do business with them. The order from the 2-star general made it punishable under the Uniform Code of Military Justice (UCMJ). If you are a soldier at Fort Drum, and you do business with that dealership (or any of them in the chain), you are now in violation of a direct order from a General Officer. Pretty severe, but last I heard the dealer was in a bad way because of it.
Wouldnt work, they track the vehicle by VIN # in their computer system. The VIN was flagged.
04-14-12, 09:59 PM
#129
Lexus Fanatic
Thread Starter
This happened in Watertown NY, Fort Drum's neighboring town. It is Waite Toyota of Watertown.
I showed up in my uniform, told the service manage to show some respect to a lady, and he told me to go to hell and get off of the property or he would have me arrested for trespassing. When I asked to speak to the GM or the owner I was told "they do not deal with customers such as yourselves.
They even went so far as to tow my wifes Matrix to the side of the street (a busy one at that) and dropped it in traffic...ripping off the front plate in the process. I was told "your car is out there, take it and leave the property immediately".
I didn't go without a fight, and in the end, my wife and I were escorted off the property by Watertown PD. Sad it came to that, but in the end it worked out to my benefit. I filed a complaint with the Post Commander of Fort Drum, and they blacklisted the dealer. That made it so 80% of their business (soldier's) were not allowed to do business with them. The order from the 2-star general made it punishable under the Uniform Code of Military Justice (UCMJ). If you are a soldier at Fort Drum, and you do business with that dealership (or any of them in the chain), you are now in violation of a direct order from a General Officer. Pretty severe, but last I heard the dealer was in a bad way because of it.
Wouldnt work, they track the vehicle by VIN # in their computer system. The VIN was flagged.
I showed up in my uniform, told the service manage to show some respect to a lady, and he told me to go to hell and get off of the property or he would have me arrested for trespassing. When I asked to speak to the GM or the owner I was told "they do not deal with customers such as yourselves.
They even went so far as to tow my wifes Matrix to the side of the street (a busy one at that) and dropped it in traffic...ripping off the front plate in the process. I was told "your car is out there, take it and leave the property immediately".
I didn't go without a fight, and in the end, my wife and I were escorted off the property by Watertown PD. Sad it came to that, but in the end it worked out to my benefit. I filed a complaint with the Post Commander of Fort Drum, and they blacklisted the dealer. That made it so 80% of their business (soldier's) were not allowed to do business with them. The order from the 2-star general made it punishable under the Uniform Code of Military Justice (UCMJ). If you are a soldier at Fort Drum, and you do business with that dealership (or any of them in the chain), you are now in violation of a direct order from a General Officer. Pretty severe, but last I heard the dealer was in a bad way because of it.
Wouldnt work, they track the vehicle by VIN # in their computer system. The VIN was flagged.
Damn bro, sounds like your situation got a bit more heated than mine. I know you know how irritating it feels to be disrespected or wronged and then instead of taking care of the problem they tell you to leave. It boggles my mind. I don't know how these people are in business. In my case they escalated things because I spoke out on CL and I did a few negative reviews online
04-14-12, 10:02 PM
#130
Lexus Fanatic
Thread Starter
http://www.peekyou.com/brent_berge/137900840
message bigberge, see if anyone replies, from my experience of working as a tech in a dealership, the only reason these 2 idiots are refusing to help you is cause they are full of themselves and the owner does not know anything.
Good Luck and if anything just try and contact the owner or since his profile says he is 71, he may have someone like a son or son-in-law etc.. working in his position, these guys are usually high strung and you don't get in their way, you can even try just stopping in at Arrowhead Lexus and asking for him, ask the nice lady who sits in the showroom, just open with I would like to meet the owner before I buy a new LS, usually they are on the grounds at one dealership, they are edgy, high strung individuals and they do not want to hear about customer problems especially if their dealer caused it.
Good Luck
message bigberge, see if anyone replies, from my experience of working as a tech in a dealership, the only reason these 2 idiots are refusing to help you is cause they are full of themselves and the owner does not know anything.
Good Luck and if anything just try and contact the owner or since his profile says he is 71, he may have someone like a son or son-in-law etc.. working in his position, these guys are usually high strung and you don't get in their way, you can even try just stopping in at Arrowhead Lexus and asking for him, ask the nice lady who sits in the showroom, just open with I would like to meet the owner before I buy a new LS, usually they are on the grounds at one dealership, they are edgy, high strung individuals and they do not want to hear about customer problems especially if their dealer caused it.
Good Luck
04-15-12, 08:14 AM
#131
i dont see how will there be any resolution that way....
04-15-12, 09:29 AM
#132
This is at least part resolution:
Now many will know your side of the story on your interactions with Bell Lexus and Brent Berge. They may have their side of the story too, which they are welcome to post, but their response so far doesn't look good for them.
http://justicecourts.maricopa.gov/Ca...allclaims.aspx
Small claims court would be a relatively easy to resolve the issue also.
Now many will know your side of the story on your interactions with Bell Lexus and Brent Berge. They may have their side of the story too, which they are welcome to post, but their response so far doesn't look good for them.
http://justicecourts.maricopa.gov/Ca...allclaims.aspx
Small claims court would be a relatively easy to resolve the issue also.
04-15-12, 09:43 AM
#133
i don't see why you would back down now. I'm sure he is a busy guy, but so what? If you've felt that strongly about one of his businesses then he should know about it and he should be embarrassed about how HIS employees treat HIS customers. How would you be embarrassing yourself?
04-15-12, 11:27 AM
#134
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04-15-12, 02:08 PM
#135
Wow. I've just read through the whole thread and an completely disgusted by the treatment of customers by some dealerships. Writing to the owner and complaining to the BBB may accomplish something but the biggest impact you can have is word of mouth. The blog obviously irked them so you are on the right track. I would say continue what you are doing. You should also list all the dealerships in this network. Ate they all Lexus dealerships? If not, find and post your experience in all the respective car forums. As you said, they have the right to deny you service, you have the right to talk about and share your experience as much as you want. i would like to know which dealerships are part of this network so I can inform several of my colleagues who live in AZ this story.