Extraordinary value & personal service!
November 26, 2018
Extraordinary Value & Personal Service:
My Lexus 430 SC hit a giant pothole while driving one rainy night. As I pulled over to assess the damage, I realized that the pothole was so severe that it had sidelined other cars in front of mine. There were several tow trucks at the scene. The impact felt powerful enough to have broken my axel. Fortunately my car, though very awkward to drive, was marginally manageable.
I called White Plains Lincoln early the following morning and explained my predicament. White Plains Lincoln has been my service stop of choice for my used Volvo, BMW and Lexus for the last 20 years. They told me to come right over. It was immediately determined that the car would need a new tire and almost certainly realignment at minimum. I was given a luxury Lincoln loaner SUV AT NO CHARGE (gorgeous car) to use in the interim and sent on my way.
I received a status call on my Lexus the next day. I was told the re-alignment was particularly challenging and might require a new and very expensive part. However, I was told that if I was willing to wait until the following day, White Plains Lincoln was willing to have one of their senior mechanics attempt to adjust/repair the broken part. The prospect of saving a large amount of money was sufficient to arouse my patience. The fact that I had that beautiful loaner car also made it an easy decision!
The next morning the phone rang. It was Cary, the dealership owner, with this message: "Good news! We were able to repair the part and your car is washed and ready when you are!" Maybe he was telling me to take a shower, but mostly I took it as excellent news. No EXPENSIVE PARTS REPLACEMENT!!!
When I arrived at the dealership a few hours later, my car and invoice were ready. They explained--using another car by way of example--what they had done to avert the expensive repair. Suffice it to say, it was above and beyond the call. I cannot imagine another dealership or service concern that would have taken the time to "make the save" on the customer's behalf when the sale of a new part could have been so readily justified. But that's the way things work at White Plains Lincoln, and that's why I've been their loyal customer for the past 20 years.