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September 2024 by D R
Worst customer service or shall I just say no customer service! Went Saturday to look at what they had. The sales force was playing a game of corn hole right in front of door! Really??? Could you set it up some where else? I am there to buy a car. Decide to avoid walking around their game and walked right to cars to see if they had anything I was interested in. Finally someone did show up but by than I already saw nothing I liked. Sale person was a young male. He missed the mark. Never introduced himself. When told there weren’t any I was interested in. Never once asked what I was looking for or took any information in case something showed up. Guess he was more interested in the game because he bee lined it right back.
Call me old, but when did car salesmen start acting like they are doing you a favor? I will not be returning to Lexus of Manchester because they apparently don’t need the business.
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September 2024 by Matthew Scott
Google should allow ten stars for this company. Why? Because they have a James in sales and he's also their tech genius as well. An Anita as the sales manager! A Josh in Service that was a tech for years and now advises me on everything and I trust him. Those three are rock stars and I'm sure the rest of the team is just like them. This company makes Lexus in Portland look silly IMO. I drive from Central Maine and then two hours past Portland for this great service. But they also have a Fraiser for a driver that takes such good care of me. Like mind blowing service. This guy calls me to check on me and then sends me hand painted thank you cards that his wife makes and hand written in cursive. Who does that these days!? If I owned this company, I would have these four given raises immediately and then tell the rest of the employees to be just like them. Bonus them.....like now. You should also make Fraiser as happy as I am with him. They broke the mold after him. What an incredible person.... You don't want to lose these team members and I want to have them for the next 20 years to take care of me! To those that took the time to read this. Lexus is the best made vehicle in the world and this is the best place to buy one. Lexus saved my life once. My children too. I hit a wall going 80 MPH after I blacked out while going down the interstate... and it saved me and my families life. It looked like a bouncy house inside my 2018 RX350. Air bags came from everywhere including the floor and down from above. I would not have survived that accident in a cheap car IMO. I'm on my third Lexus and will never own a different vehicle. Can't wait to Trick my 2024 GX550 OverTrail out and see what it can handle in the Northern Maine woods. I'm going to beat it hard and put it to the test and try to wear it out. I have a Josh to take care of my carnage and for all the parts I may need, but I doubt it. It's a Lexus!!
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August 2024 by Forin “DJ 4EIGN” Kenya
Be prepared to not receive any call backs or follow up. Be prepared to have managers be too “busy” to return your calls, look over financing paperwork/offer or even prepare a Bill of Sale which I was told would take “a quick 5 mins to prepare once we receive your info” but instead took 4 days of me constantly calling/texting back and even traveling to the dealership numerous times for updates. Sales man James Hennesy’s communication is almost nonexistent once you leave the dealership, be prepared to be ignored. I even called him and left a message with him for a call back - nothing. But then called back right away from a different # acting like a new customer and SURPRISE got a call back immediately! Was willing and ready to buy a vehicle from them. I watched as the car dropped in price over 2-3 weekends to about $2k under my original offer I put in weeks prior when I stepped onto the lot. I have other theories as to why James may have treated us why he did but it was clear he wasn't eager to sell us a car for whatever reason and fumbled a sale and any future business with Lexus Manchester/Bedford. Again LACK OF COMMUNICATION and respect for a persons time is seriously lacking at this dealership. We felt like the sales people chasing them down for simple call backs or answers. Spend your hard earned money elsewhere and avoid this place.
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August 2024 by Eliza Miller
James H was amazing! 10/10 was an absolutely stellar experience working with him in the car buying process
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August 2024 by Robert
So disappointed with this dealership. Was negotiating with them to purchase a new SUV Lexus 350H. They wouldn't let me finance $5k they said minimum loan amount was 10k....I have an 814 credit score. I said ok then I'll pay cash plus my trade in. They were offering $3500 less for my trade than the Edmunds trade in value for my 2022 Mustang Premium with only 7400 miles on it and I wasn't asking them to lower the MSRP on the new Lexus.
I got offers for full trade in value from 2 other dealerships in the last last week. This dealership was also adding extra fees above the Normal documentation fee. They wanted $1000 for an interior preserve treatment that I didn't ask for and said it was mandatory...but finally removed it. But they would not remove a $500 nitrogen air fee for filling the tires that I didn't want. So basically I was losing $4000 total between the undervalue of my trade and extra fees. That's with paying full MSRP for the new car so all I wanted was a fair deal. I walked out and thanked the manager for waisting half my day. I went across town 30 minutes afterwards and got an SUV different Brand but I got a fair value for my trade exactly what Edmunds said first offer without negotiating....and got another $1000 off MSRP...no other fees other than a normal $550 Doc fee and also gave me a $5k loan at 2.9 percent with no issues. Beware of this dealership! They think more of themselves than allowing for a fair deal for both sides. I wasn't asking for anything other than a fair deal.
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August 2024 by Krystyne Curtis
I've been buying from Lexus since 1990 and not once have I had a poor experience with them. If I do encounter any issue, the problem is recognized, addressed immediately and done professionally. I've bought 3 cars in the past1.5 years and the process was smooth, easy and quick! The sales manager, Anita was super easy to work with, she is honest, upfront and communicates effectively. I also worked with Jordan, who addressed any questions that I had when the person I was working with was not readily available. The sales team (James & Josh) were great, I was torn between 2 cars, I was asked what I was looking for as far as use, comfort, performance and so on - by doing this, I saved a lot of money. I did not buy the car that had features and size that I did not need. Also, the sales team went over my car thoroughly with me, showing me new features and setting the interface up. Financing with Sven was very quick, he is VERY organized. I stated that I did not want any extras as far as warranties and he did not press me to change my mind, he moved quick and swift to get me out the door. As far as the service dept., Barry will welcome you when you come in, he offers you water, soda and snacks! If you use a rental, he will remind you to grab your sunglasses, charges and any other items that you may leave behind. I've worked with Josh Marquis for years. He makes the process very easy, rentals are ready to go - when needed, he always communicates when parts are in and makes sure you are scheduled ASAP. I wish I could give this Lexus Dealership 10 stars because they are truly a great crew. I won't buy anywhere else. Thank you, Anita and team for always making me feel welcomed and for making me a happy Lexus owner.
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August 2024 by daria falco
I recently bought a 2024 Lexus tx with the help of Sven it was an extremely smooth experience and we could not have been happier with his help. As a business owner I can not say enough about his work ethic as well as him going above and beyond to make sure we got exactly what we wanted!
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August 2024 by PATTI Bayne
So disappointed in this dealership! I was looking forward to my daughter buying her car from there because we’ve been customers for over 20 years between Ira Lexus and now Lexus of manchester. They really just want to just close the deal and not want to help anyone except themselves. Please watch out for items in the contract that you didn’t ask for like nitrogen air that they tell you it’s already been done so they charge you 499 for something you shouldn’t have to pay for because you didn’t ask for it or at least have a choice.iAlso, if you put a deposit down on a car like we did it means nothing if another person walks in to purchase the car. Your first right of refusal means nothing. There’s extreme lack of communication between salesman and sales manager whereas this sales manager didn’t even know our whole situation and what happened until after the car was sold to another customer. I wont bore you with all the details but basically they sold the car out from under us even though we gave him a $500 deposit. It’s not even the end of the month it’s the beginning of the month so that shouldn’t be a worry and that’s pretty much the quote that we were given by the salesman but because a $23,000 car was more important to sell to somebody else my daughter who has an extremely high credit score was putting $10,000 down on the vehicle apparently was not good enough and the $23,000 Lexus RX was sold without her first refusal. So disappointing! I will never shop here again! They have lost my daughter, myself, her father, a customer of 20 years and my boyfriend who all have purchased cars from them or were in the market for a car from them. Don’t go there!
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August 2024 by Kathryn Barry
I was recently in a pretty serious car accident and my car is totaled. I went to Lexus where my dad has been a customer for over 20 years to check out a car I had found online. When I met the sales rep he seemed like he wanted to help me in my situation. The car I wanted to look at was being driven down 2 hours away to pick up another car and wouldn’t be back until the afternoon. I said no problem and I explained I was waiting for my payment from insurance to place a down payment on the car. My mom and I returned that afternoon for a test drive and liked the car. We went to sit down to discuss finances and they charge a fee of $499 for nitrogen air in the tires along with safe and secure for $1,250. This is in addition to what the car price is online. I said I did not want either and they said they couldn’t do anything about the $499 because the air was already in the tires. After speaking with the manager I got the nitrogen air discounted. At this point, Joe the sales rep was frustrated (because they make commission off the add ons) and helped us for a few minutes until his other customers arrived. He left my mom and I at the table to assist them for the next 1+ hours. Luckily we worked with a different salesman, Josh for that time who was very nice and we asked him to hold the car until Friday but reminded him since it was a holiday weekend I may not receive insurance payment until Monday. This was no issue and we were asked to put down a $500 deposit and I would get first right of refusal. When Joe came back with the credit card machine they had already typed in a deposit of $1,000. Luckily I also work in sales and caught it and said no we’re doing $500. And he went back to his manager to change it. I processed my credit card and everything was set to go.
Friday came and I did not receive payment. I let Joe know and he responded with “we need to close this deal.” Which in my opinion being a pushy salesman and making someone feel forced into something is not the way to be successful. I explained my frustrations and they continued held the car over the weekend. Or so I thought. Monday came and I received a phone call from Joe. I updated him saying I got a text from insurance saying payment was within 48 hours. Joe tried to push me into financing the whole amount of the car and then taking my payment and putting it towards the loan just so he could close the deal quicker. I said I would not be doing that. He said he was unsure if his managers could extend it at this point since it was on hold for 7 days. I said no problem please go ask them and give me a call back. He said he would do that. I never received a phone call back. The next day, I texted Joe a screenshot and said hey my payment will be in tomorrow just sending you confirmation. He texted me back and said he sold the car to someone else. I never got to refuse the car and they did not even refund my deposit before they sold it to someone else. I spoke with the manager Len and he said that they did nothing wrong on their end and he refunded my deposit.
I’m honestly hurt because not only is this a difficult situation to deal with physically and mentally recovering from a car accident and total loss, I believed they truly wanted to help me and they cared more about making a quick sale. I was just a number and not another human being. We had to be hyper aware on every action the sales rep took to make sure we weren’t being charged for things we didn’t want or need etc. that lead me to even have a panic attack in the store because it was too much to handle. Needless to say they’ve lost me as a customer, my stepdad and my dad who has bought several cars from them over the last 20 years. Everything happens for a reason and I’m glad I didn’t buy this car. I’m grateful I get to give my business to someone else who actually deserves it.
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July 2024 by Nancy Gordon
Dealership is under new ownership. Service advisor was fine but the overall follow up and customer service lacks. They will not return calls, nor do they care about following up with their customers/voice mails. Prices have also gone up substantially since new ownership. Their Lexus competitors are charging less for service.
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July 2024 by Nadine H
My husband and I walked in and a man with a beard was seated at the front desk. He appeared to be on the phone. He ignored us and there was no one else around to assist us so we took our cash elsewhere.
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June 2024 by Jillian Blake
I have been coming to Lexus of Manchester since 2020. I will never go to any other dealership. Every individual in the dealership is kind, honorable, and wants the best for the customer. Josh from Services was the first person I interacted with, and the reason why I continued to come here. Just last week I worked with Josh in Sales and he worked with my husband and I to get a great deal on a 2025 NX. As a salesman, he’s a honorable individual who wants the best for his customer. Far from the “used car salesman” persona. The manager Nigel is a class act. And the receptionist is the happiest, kindest, and most helpful receptionist I’ve come across. If you’re in the market for services, sales, anything Lexus. Come here. It’s worth the drive (if you’re in MA). I’ll never go anywhere else!
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June 2024 by J&K A
Been a customer of this dealership since 2017 and always used the dealer's service department. The first real trouble I had with service was when the attendant filled my UX-250's Nitro tires with regular air. I had to go back twice for them to correct this. Other times I've gone for service with coupons they sent me, only to be told for some obscure reason the coupon didn't apply. Most recently I made and confirmed an appointment on my Lexus App for an oil change and tire rotation. The price it quoted was $73.33 for the oil change and $20 for the tires. When my technician came out to review what I was there for he asked me to sign off on a $123 oil change plus a $39.99 tire rotation!!! I politely disputed that, but was told that the service department was undergoing an ownership change and somehow that caused the wrong pricing on the website. So my charge would be $262.99 (um...wut?) I objected again to the ridiculous $123 + $39.99. I was asked to give him a moment because he'd have to locate the manager. He came back twice to apologize for the delay in finding her. In the meantime I went back out to the Lexus app and it once again gave me the $73.33 + $20 and I showed him. He just said well that's wrong. The 3rd time he came back he said they'd honor the wrong pricing from the website. He kept saying he was sorry I was given the wrong pricing on the website as if I should feel bad about it and finally I said, well I'm not sorry about it. I could tell he didn't like that. But honestly, WHO IN THEIR RIGHT MIND PAYS $123 FOR AN OIL CHANGE ON A SUBCOMPACT CAR? I feel
like they are very dishonest. I'm really done with IRA Lexus Service. And interestingly enough, normally I get several requests for a review from them before I even get home. Not this time...no survey request. Well they're getting my opinion anyway.
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June 2024 by Z G
Buyers beware. I've purchased over 20 vehicles, and Lexus of Manchester, specifically Nigel Long, provided the worst post-sale service I've ever experienced.
I bought my car from them along with an extended warranty and tire and wheel protection. When it came time to use my tire and wheel protection, they showed their true colors. Initially, they tried to deny my wheel claim, stating they would only cover wheels if they no longer hold air. However, there is no such exclusion in the contract.
The contract explicitly states:
"Tire and Wheel Standard Coverage: The coverage provided by this agreement will reimburse you for the costs associated with the replacement of a tire or wheel that is attached to the vehicle and is damaged as a result of operational or structural failure due to a defect in material or workmanship."
Once we got past that, they claimed they wouldn't cover the wheel because it was an aftermarket wheel. Before signing, I had confirmed with the F&I manager that any wheel on the car would be covered, as I always use two sets of wheels, one with winter tires. The contract states:
"a tire or wheel that is attached to the vehicle" with no exclusions for aftermarket wheels.
Keep in mind, we were five months into the claim with no resolution and continuous attempts to deny my claim.
I had enough at this point and informed them that if this was not resolved that week, I would open a Deceptive and Unfair Business Practices case against them and Lexus with the New Hampshire State Attorney General's Office. This finally got their attention, and after over five months, they agreed to replace the wheel. It's absolutely nuts that it took this long, and they only did this since they knew they would be found responsible by the AGs office and subject to pay me triple damages plus fines. To be clear, they only finally covered the wheel to save their own buts.
They ordered a wheel, and I asked them to ship it to my house as I was done dealing with this dealership. I also told them I'd come to pick up my wheels that day.
Nigel Long, the general manager, replied, stating they would be open until 6 PM that same day. Imagine my surprise when I drove an hour to get there, arriving at 4:30 PM, only to find the dealership closed, locked, and all lights off. I called and emailed, but received no reply. Over the next five days, I called multiple times, left messages, and sent multiple emails, all with no response.
When Nigel finally replied, I asked him to bring the wheels to me since they have drivers on staff. My reasoning was that I had made a two-hour round trip for nothing because they mistakenly closed early without informing me.
Nigel was adamant that he did not make a mistake and insisted that I drive back up there again.
Overall, this was a terrible experience. There is no point in talking to Nigel again, but if his direct boss or someone above him wants to reach out to discuss this further and attempt to make it right, I'd be happy to speak.
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June 2024 by Jerome H Musoke
The team at this location are amazing. A special shoutout to WENDY. She was everything you would need when dealing with a company. Patient, pleasant and genuinely interested to help.
