I worked with Andreas Tsirikos and Layla Pouya during my recent visit to Lexus of Silver Spring. As a returning customer my expectations were once again exceeded by the Lexus professionals at this dealership. This is a first class operation and one that I would highly recommend to anyone in the market for a Lexus.
The sales associate I working with was great, very accommodating as I had children with me. It was a bit difficult because they were renovating at the time I was there and they usually have a kids area. I’m sure it will be a little easier when everything is finished. The only slow part was actually signing the papers for the vehicle purchase because the business office was behind and what was originally predicted to me to take one hour took almost 2.5 hours.
Was having constant headliner rattling noise either from headliner or panoramic roof. First took vehicle to Tyson's Corner Mercedes-Benz, Service Writer assistant manager Told me the noise was coming from the headliner and needed to be replaced which requires removing the front windshield which mostly break on the removal process and replaced with a non Mercedes-Benz original acoustic windshield. I decided I needed a second opinion service appointment at Mercedes-Benz of Chantilly. With a good news phone call message from service advisor: Cristian Grijalva that the headliner was not the issue it was the panoramic roof assembly parts that needed to to lubed. The headliner/roof noise is now gone. "Thank you MB Chantilly"
Purchased a 2013 BMW in late November from AP Fairfax as an early Xmas gift for the wife. We visited 5 other dealerships prior to our purchase and we are pleased with the purchase as well as the purchase experience. Up to this point, the wife is happy with the vehicle.
However, our customer service experience after the purchase has been disappointing to say the least. 95% of the time when calling our original POCs to discuss issues that require resolution on behalf of the dealership they are "in a meeting" or "not in at the moment" and do not return calls until a few days later. Two cases in point:
1. The vehicle was missing a hard copy of the owner's manual and the dealership provided paperwork acknowledging I was owed an owner's manual. When I checked on the status of the manual a couple of weeks later, was advised they are not responsible to provide such an item...Until I provided them the paperwork that showed they owed such a manual. I was advised the manual was available of pick up this week (39 days after purchase).
2. I was advised the license plates for the car were ready for pick-up (week prior to Xmas). Wife drove to the dealership to pick up the plates and somehow the plates were misplaced. I continued asking for a status on the plates after Xmas and New Year's only to get in a perpetual loop of "it’s the holiday season and folks who work on that are in and out...will get back to you." Finally, was advised on 03 Jan that no one knows where the plates are located and they are missing (isn't there a person that oversees license plate chain of custody or tracking?). The dealership representative advised I needed to go to DMV (yes you read that right…I have to go to the DMV) to request replacement plates as they are unable to do so on my behalf. I asked if the dealership plans to re-reimburse me a portion of the titles/tags fee that I paid when I purchased the vehicle since it did not fill its obligation to provide me plates. I was advised I would not be reimbursed any portion of the fee. As such, I asked to speak to a manger and was advised "he is not in" (surprise!) and I would be called back...No calls have been received. As such, I now need to take a day off of work ($$ out of my pocket) to go stand in line at the DMV (always an awesomely joyful and refreshing experience) as a result of AP Fairfax's lack of sufficient customer service.
I am hopeful my situation is the exception vice the rule; there are some really nice folks that work at AP Fairfax and the cars they sell are impressive. However, my customer service experience after purchase has been unexpectantly disappointing to say the least.
Professional service I woke up this morning looking to get s
by John Rissa from DealerRater.com
November 19, 2018
I woke up this morning looking to get some tires for my 2015 Chevy Silverado I came by Ourisman Mitsubishi and Used Cars Howard Embden came out to greet me and we talked and I ended up purchasing a 2018 Mitsubishi Outlander GT I had a really good experience and I???ve got a really good price. Howard was very courteous and Polite Iam a proud owner of a 2018 Mitsubishi Outlander GT
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