October 29, 2018
Let me start by saying that I ended up deferring a purchase from Lexus of North Hills (or anyone else). Everyone at Lexus of North Hills made us feel welcome and everyone was friendly. When I first reached out about a specific automobile, Darlene immediately returned my call. I told her that I lived quite a ways from the dealership and buying the particular car would be an extravagance, one I could afford, but might not choose to. That makes Darlene's performance even more word-worthy. From my first interaction with Darlene, she was friendly, attentive, and professional. She put our needs and requirements ahead of any agenda she might have. Whether by telephone, text, or face-to-face, she was shoulder-to-shoulder, working to understand our situation, dealing with test drive schedules and re-schedules. She was a facilitator nudging me to overcome inertia and make a hard and expensive decision, but never making me feel pressured. She would give me whatever information I requested and then more. Ultimately, as I explained to her during our first call, the car was a "want", not a "need". I still want it, but circumstances require me to wait until I need it. When I do, I will be back talking to Darlene.