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October 2023 by Skye Berarducci
STAY AWAY FROM THIS DEALER!!!This place sold us a lemon & does not want to make things right. They’re horrible to deal with overall will run you around with paperwork. EXTREMELY unorganized we worked with Hector & Mike.. everything ended up being a mess. Took the car to our Mechanic & he told us there’s a transmission problem, when we just bought the car 4 days ago…I advise you to stay away from these people they will sell you anything to make money off of you. These people are SCUM sorry to say but these people are shady. Don't do business please stay away.
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October 2023 by Meredith Geller
New Country of Lexus in Fairfield is a WONDERFUL dealership.I just bought a fantastic used car here and I want to give a special shout out to Hector Diaz. He was so helpful, patient, knowledgable, kind, and offered excellent customer service. Made the whole process super easy. Went the extra mile.I also want to acknowledge Dondre Clarke, who is the business manager there. He was was also fantastic (got me great financing), professional, kind, and very efficient.I highly recommend this dealership.5+++ stars!!
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September 2023 by Eileen Garcia
Pre-owned lexus of Westport is not a reputable dealer. They will tell you that the car is “going to auction” and that the deal has to be completed on that very same day, or the car will no longer be available for purchase. The following week the car was still there so I called to follow up. Again I was told that it was going to “auction”. This place is a joke. Beware of their sales tactics to rush customers into buying a car!
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August 2023 by Caffery Garff
The people running this place never got the memo that Lexus is supposed to set the standard for customer service, convenience, professionalism, etc. I dealt with this dealership twice (for service) and both experiences were so aggravating that I'm not going back.First time I called to make a service appoint, I had to stay on the phone for 20 minutes answering questions about myself, the vehicle, its history, etc. I show up at the dealership and have to spend the same amount of time answering the same exact questions. I point this out and they tell me that the people on the phone (some random call center?) and the people in the actual dealership "use different systems." A total waste of everyone's time. At the conclusion of my car's service, I never get a phonecall. I have to eventually call for an update to learn that my car has been ready.A few months later I called for another service appointment. Again I'm on the phone with a call center that seems disconnected from the business itself. They can't answer some very basic questions about the service I need, loaner availability, costs, and other things. I ask to be called back by someone who can answer these questions. No one ever does. I eventually go onto the dealership's website to set up a service appointment there, and I check the box asking to be contacted. I get a single automated text message, asking to confirm the appointment. I confirm, but then email them to ask (again) to speak with someone before I bring my car in. No response ever comes.I'm new to Lexus, and my two previous cars were VW and Volvo. Those brands' dealerships put New Country to shame in terms of accountability and communication. Phone calls connected me immediately to the dealership, not some call center. Emails answered within hours. Requests for follow-up of any sort almost always came quickly. I was expecting Lexus to be at least as sharp, if not better.New Country's managers/executives are actively eroding the Lexus reputation with this stupid call-center/automated-everything system they have. Even if the people here are nice individually (and they are), I won't support this place on principle. The human touch, that Lexus has always been known for, ironically, is completely missing. You can find it elsewhere, and I have.
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July 2023 by Frank J
My friend bought a pre own Lexus and it came out defective and bad, he is asking for the money back and they just want to give him another car instead. That’s not how you do business.
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June 2023 by Alexis Frederick
I had a not-so-great experience at this Lexus dealership. I called this dealership on Tuesday, May 30th to ensure one of the pre-owned vehicles that was shown on their website was still available on their lot. When I called, I got ahold of Josh, who was very nice and texted me a video of the vehicle. Josh also set an appointment for me and my husband to test drive the vehicle for the following day (Wednesday, May 31st.) My husband and I drove an hour to this dealership to view the vehicle. When we arrived, we were greeted and assisted by Brian. Brian showed us the vehicle and took the test drive with us, I found him to be nice and not pushy whatsoever during our interactions. When we returned from the test drive, Brian noted that the vehicle had been on the lot for about 60 days now and to keep in mind that the vehicle would be going to auction the following week (week of June 5th) if not sold by then. My husband and I told Brian we were waiting on pre-approval of funds for the purchase, but that we would be in touch in the next day or two to solidify the purchase of the car as we really liked it and were very interested in purchasing. We left the dealership and I had emailed Brian a question on the warrantee that I had forgot to ask during our visit, and he then replied to my email by stating that he was just speaking with his manager and told me that this vehicle was actually going to auction tomorrow (June 1st) and that if we wanted to purchase the vehicle, they would keep the car behind for us on the lot but that we had to sign paperwork in the moment to reserve the car. Brian then called me, and I explained that I was confused as to why all of a sudden, the vehicle was going to auction tomorrow when he had told me it would be going next week. So, I respectfully declined and told Brian that if his sales manager was going to send the car off for auction tomorrow, that was ok with us as we were not prepared to buy the car right then and there. Especially as it felt like the purchase was not on "our terms" as the buyers, it just felt very rushed. The following evening (June 1st) I went ahead and texted Josh as I still had his phone number from when he texted me the video of the car and asked if it was still available for purchase. His reply was "Yes, it is." I then emailed Brian and told him I spoke with Josh who confirmed the car was still available. Brian then called me the following day of me sending my last email and stated that the car "must not have made the truck for auction." By this point, my husband and I had already decided that we would not be purchasing from this dealership due to the fact that someone was clearly lying to us in order to make a sale. I emailed the general manager of this dealership on June 2nd and still have not heard back from him around our experience. It is now June 6th. Would not recommend purchasing from this location, unfortunately we had a not nice experience here. Noone wants to feel rushed when making such a large purchase, and I felt this was completely and totally wrong and the dealership lost our trust and a big sale! We ended up buying from McDermott Lexus located in East Haven.
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June 2023 by Maribella G.
One afternoon very late in the day I discover a flat tire. I needed it repair such that I can travel 1st thing the following morning. I called, they waited for me took me in just minutes before closing. My tire was replaced in no time. Greta service! Kris in customer service as usual did a phenomenal job as did Jose the technician whim address the tire issue plus washed the car. Super Happy! -Bella
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December 2022 by Jose Torres
Bought a GX460 used from there and from the salesman to finance, very kind, helpful and made us feel confident in our purchase. Thank You Brien.
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December 2022 by PG Y.
I had two flat tires damaged by road hazard, tires are still under warranty. Car was towed to the closest Lexus dealer - New Country of Lexus in Westport, Connecticut on November 25, 2022. Called in early morning to book service, arrived at about 10:30AM. Service was completed at 3:30PM, so I had waited for 5 hours for replacement of two tires. Since I always do car service with Lexus dealers in various locations, I am familiar with pricing. The bill from this dealer has some issues. The dealer overcharged customer in multiple ways. Billing code OPCODE 3386904 indicates "Sonsio to pay $183.00, customer to pay for mounting and balancing and tax." This dealer charged $223.00 per tire, but other Lexus dealer charges $183 per tire. After several emails, the service advisor, Mr. K. A., advised that their standard labor rate is $204.9 per hour. This number is shocking, and it is ridiculous. This dealer charged $49.95 per tire, other dealer charges $29.95 per tire. The service advisor also advised other option that they can charge a full price of tire and have customer to contact Sonsio for reimbursement. This kind of service option is unheard of. The dealer refused to do price adjustment even after I presented documents showing pricing of the same service from another dealer and several email exchange.
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December 2022 by Stanley T.
I live in Greenwich but bought my Lexuses one at Hoffmans in East Hartford and my Rx Hybrid from Prestige Lexus of Ramsey because at those times I got the best prices. But for now the exceptional service I got from Kris and Jeff King at Westport Lexus has me driving the extra 20 miles. In both recent visits one bill at the Greenwich dealership was estimated to be $2600 but cost $153 at Westport and my second visit to replace both front seat heaters was entirely covered under warranty. No hint it was a covered item from Greenwich. This is my dealer from now on. Prestige was fine but too far.
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November 2022 by ray bee
Kent tried to rip me off by saying I need to pay a diagnostic fee for everything that’s wrong with my car. All they want is your money, don’t care about you, your car or your safety.
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October 2022 by Elexis S
I love my car. Favorite car that I have ever owned. But service center is very on and off again. I got my car and I was hearing a clanking noise in the front. I brought it to them to check and they told me nothing was wrong. Everytime I brought it back to them they kept saying the same thing. Then I try and call because my car kept shutting off without any explanation while I'm driving. Brought it to them and then they said nothing is wrong. Very recently, I call to see what kind of warranty is on my car and they tell me my car has to get checked and I have to pay a $200 evaluation fee just so I can see what has warranty on my vehicle.
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September 2022 by Jon B
This is the worst place to buy a car. I purchased my vehicle a year ago.The buying experience was the worst I ever encountered. When I went to purchase my car I was given packages in the purchase price that I told the salesman I didn’t want when it came time to sign I was told that it could not be taken out. I bought the car anyways because dealerships didn’t have cars and new country and their salesmen took full advantage of it. When I left the dealership I forgot to grab the second spare key the salesman told me he would send it out I then didn’t receive it for another two months Bec he has apparently forgot and was on vacation. A few months later the paint on my lower right front bumper started to peel off due to someone doing a quick touch up job before they sold it. I got rear ended then wanted to give this dealership a second chance and was trying to get in touch with their collision center for 6 weeks leaving voice mail after voice mail getting no response. I decided to call Hoffman and got in touch with someone first try. I love Lexus as a brand but hate this dealership and will be buying any new cars as far away from any new country dealership. Stay away from New country and their awful service.
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August 2022 by Heather Washington
HORRIBLE CUSTOMER SERVICE!! They are noooo different than any other money hungry used car dealership there is not an extra ounce of class there. The SECOND you agree to purchase from them the service and attentiveness drops DRAMATICALLY. There were small amounts of chipped paint they agreed to have their paint specialist address but once the car left the lot they never kept their word and even suggested that I touch up the paint on my luxury vehicle by myself!! And that was from the sales rep Steve AND the manager, on 2 separate occasions. I had to basically BEG for a cargo cover...the same kind that was in other vehicles of the same make and model and the reason given to me was because the potential buyer of the unsold cars wouldn't have 1.... So it's OK for the ACTUAL buyer to go without the item in order for you to offer it to a future buyer??? They mailed my plates to NC, my address of record, even after being told I would still be in CT and after them offering to call me before mailing my plates just in case I could pick them up instead. This was promised to me by the financing specialist AND the manager when I called AGAIN to ask about the paint they now claimed they had to order, but of course because the sale was over I NEVER got that call and my plates were mailed out anyway and guess what??? Yup they were STOLEN!! Lexus of Westport once again sent me to fix THEIR lack of professionalism MYSELF!! They REFUSED to help fix the mess they created and that is simply DISGUSTING. To top it off, before I purchased the car, I saw a NUMBER of cars coming out with bows on the hood, however my car had no bow and wasn't even ready at the time THEY asked me to be there...because the FINANCING specialist had a busy schedule. So I guess my schedule didn't matter while I sat there over 2 hours waiting for my bowless, chipped paint, cargo cover and net-LESS car to EVENTUALLY show up. If you want to be treated like TRASH then go right ahead to Lexus of Trashport!! I mean Westport. Just HORRIBLE!!!
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August 2022 by Shanag M.
My husband just bought a brand new lexus from here about a week ago. From the moment you walk in through the front door, everyone is very friendly. Our sales person, Manny, was very attentive, informative and super patient with us. We got the exact vehicle we were looking for. The finance manager, Beny, was awesome and helped us get good rates and deals. The tech person was very knowledgeable about the car tech and helped us understand the technology in the vehicle. Even after we purchased our car, when we reached out to them they were still willing to help. Clearly, everyone here cares about their clients. I recommended them to all my friends and family. We have vehicles by Audi, Porsche, Infiniti, Mercedes, etc but I have to say the service we received here was definitely one of the best! Thank you everyone!!
