Lexus Meade of Southfield Belittling, Rude, Inconsiderate Southfield Michigan

To start off, the workers here are very impolite. This has been the worst experience I’ve ever had to deal with. Here is a recap of what happened:

I hit my car and ruined my rear bumper on 3/3/14. I didn't receive an estimate from Marty of the Southfield Lexus Meade until 4/14/14. After following up numerous times with both the Lexus dealership and my insurance company, I kept getting the runaround. After being fed up with the laziness of both parties, I called the head of my insurance company. That was on 6/5/14. They then proceeded to tell me that they were waiting on the Lexus dealership, because the paperwork was never submitted. So I called Marty once again. Her exact response to me was, "I'm so sorry. It was one of those things that I knew I had to complete, but I just kept pushing the paperwork to the side. It's not like me to work like this. I apologize." Really?! Three months later and you're going to tell me that my car collision paperwork wasn't important enough for you to submit to the proper people? UNBELIEVABLE.

After she finally submitted the paperwork, Global Impact Solutions came and picked up my car. That was on 6/16/14. Kim Robbins of Global Impact Solutions told me it was going to take 3 business days to complete. That means I should have had my car back to me by 6/18/14. 3 business days passed, and my car wasn't returned to me. Nor did she pick up the phone to tell me it would be longer than 3 days. I then had to get a second rental car to get to and from work. On 6/19/14, someone from Global Impact Solutions called me to tell me they found further damage to my vehicle, had to get the further costs approved by my insurance company, order the extra parts, and then they can finish it. I now had to extend my second rental car over the weekend as well. My car was finally returned to me on Monday, 6/23/14. And get this – there was a crack in my windshield!!!!

On 6/24/14, when I saw the crack while driving to work, I called Global Impact Solutions. Kim Robbins said she would be speaking to her manager to see what he could do. She said they would be in contact with me. What do you know? I never heard back. I called Kim again on 6/25/14 to ask what the status was on my vehicle being repaired – again. She said "I spoke to my manager and he now has to talk with another manager". That's just wonderful. Good to know it takes an entire day for managers to communicate with each other. I didn't call Kim on 6/26/14, because I was so frustrated with the entire situation. So today, Friday, 6/27/14, I called Kim again. She was on her lunch break. So I asked for the manager. The person on the phone, who said she was a different Kim, said she paged him, but he didn’t hear it. So instead of walking back to see if he was busy, she took my number and said he would return my phone call at his earliest convenience.

Irvin (I think that was his name) called me back from Global Impact Solutions. He said that since I waited until the day after my car was returned to me, he doesn't believe his drivers and/or workers caused the damage resulting in the crack in my windshield. He then stated that in the pictures they have of my vehicle, there is no crack. He also proceeded to say that his driver didn't notice the crack while driving my car, which is physically impossible. Not only is it in the most obvious part of the windshield (right behind my rear view mirror), but it also shines when the sunlight hits the crack! Rudely, Irvin started pointing fingers and insulted me by assuming that I was calling to get a “free windshield repair”. If I was the one who caused this damage to my car, I would pay for it. However, I didn't, so I am not willing to pay for your mistakes. 

Irvin tried telling me that I had to wait until 7/7/14 for him to even think about booking an appointment for me. Then he asked me if I could drive to his shop so he could take a look at it. Okay – so let me get this straight. You took extra-long to fix my vehicle, returned my vehicle with a new damage, and now want me to take it to your shop, which is 22.7 miles away from where I live? I’ve never heard anything more bizarre than that request. On top of that, he wanted me to drive with a broken windshield for another week plus some before “even thinking” about booking an appointment? If this windshield cracks on me while I am driving it under this condition, I would like to let you know that I will be pressing charges. This is preposterous.

I still cannot believe I am driving my vehicle with a damage that your company caused. I have always loved Lexus. Until this experience. I will not be re-leasing with this company, nor will I ever recommend this car company to others. In fact, I will advise them against choosing Lexus.

What ever happened to putting the customer first? Just because I am a female and the stereotype is that females “don’t know much about cars,” it doesn’t mean you have to belittle me and treat me like s**t. You clearly need to revisit your tagline of “showing the lengths Lexus goes to pursue perfection”. I can personally vouch against that motto, by 100%.