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Auto Store reviews in Gaithersburg

  • C
    Lexus Of Rockville
    On 12 October 2013, my wife and I purchased a used 2007 Lexus RX 350 AWD from Lexus of Rockville (LoR) to serve as our third car/winter car for me.  Per the paperwork, it appeared the SUV was a Lexus-leased vehicle.  While test-driving the vehicle, we saw the Tonneau (privacy) cover in the back.  During our sit-down with our salesperson, Mr. Witherspoon, asked about any accidents, etc to which we were showed a clean CarFax report, further we asked if the vehicle could have XM and a remote start installed, to which he stated they could do the install there.  We also requested Lexus replace the cover around one of the keys due to it was being held together by clear Scotch tape to which later in the even Mr. Witherspoon informed us he had ordered it and should be ready for us to pick it up in a week; to date we haven?t. 

    After meeting with Ms. Lara from finance where we purchased an extended Lexus warranty (not/not third party), we received the vehicle around 8:30 pm.  Upon our arrival home, we noticed the cover was missing.  The following day, we sent an email regarding the cover to our salesperson, Mr. Witherspoon.  Due to a lack of a response, we called and left a voice mail later during the same week that went unanswered.  Surprisingly, the online advert for the vehicle was still posted and photo #22 clearly shows the carpet floor mats and the now missing TONNEAU cover.  We wisely copied the web page ? to include meta-data and photos. 

    On 19 October, we brought the vehicle in due to a faulty tire sensor and I again asked about the cover in which Henry (Parts Dept) and Robert (CSR) informed me that the vehicle(s) usually did not come with the covers.  One could purchase for approximately $900, minus a $200 Lexus loyalty discount, and it would be there in one to three days.   While there, I inquired about install of XM and the remote start and was initially informed that it could be done that day, which was reversed due to the parts were not in stock.  I requested Henry order the XM part and complete his research to see if a key-fob synchronized remote start could be install.  Henry noted that they would call me later in the week ? however, we have not received such a call to date.  To make matters worse, the wife called in early November and was informed that they, Lexus of Rockville, did not think the car could have satellite installed.  I will not bore anyone with the details, but the vehicle just needs to have the satellite receiver installed for has DVD navigation and is XM ready (a quick check of the VIN proves this as well as the Owner?s Manual).  When picking up my vehicle, Robert informed me that the vehicle had no extended warranty but they (Lexus) would cover the part since it was a recent purchase.  This is despite we had on 12 October purchased an extended Lexus warranty; not one from a third-party.  I also want to add, just last week (early November) we received the warranty information letter from Lexus.  Also important to note that we had to replace the tires soon after purchased due to they had approximately 3-5k miles left before becoming unsafe for summer driving; they were not winter/all-season worthy.  

    On 23 October, I left a voice mail with Mark Valcich, Pre-Owned Sales Manager.  The following afternoon (24 October) having not heard back from Mr. Valcich, I sent him an email and courtesy copied the managers found on the Lexus of Rockville Meet Our Staff webpage.  At 5:01 pm, Mr. Valcich sent the only response we have had to date that only stated, ?I listened to your voicemail this morning.  I am trying to track down the missing Tonneau/cargo cover.  Please be patient, as a 6-year old cover is not easy to come by.  Thanks, Mark.?  This has been the last communication we have received from Lexus of Rockville despite a follow-up email to Mr. Valcich on 29 October.  

    The process of dealing with Lexus of Rockville has been problematic to say the least.  A couple of things to me seem that they are possible unethical.  The online advert and window sticker stated the vehicle had a back-up sensor system, its does not.  Good thing we saved the window sticker and copied the webpage.  My insurance company asked if we owned the vehicle when it was in an accident (unknown of date); we did not. But this makes me wonder, the CarFax report did not reflect an accident and when directly asked we were told the vehicle had never been in an accident by Mr. Witherspoon; then what is my insurance company talking about?  Further, the vehicle was advertised as having a back-up sensor system, it does not.  It only has a back-up camera.  

    As you can see from the above, our purchase and follow-up service experience from Lexus of Rockville has not been exceptional and at best, is borderline unsatisfactory.  However, the vehicle itself is a nice used car.  It rides well and in two/three years when my now seven-year-old Camry hits 150K, I will most likely purchase a new RX350/450h AWD.  Still, in looking at the folder as I summarized above our experience, I have to shake my head for in bold letters Lexus of Rockville claims, ?No Hassles, No Worries, Peace of Mind.?

    19 February 2014:  We are happy to report, with special thanks to Lexus of Rockville?s (LoR) General Manager Don Nickles and Customer Relations Manager Stephanie Casasola, that while it took some time we are finally able to get resolution with Lexus of Rockville.  In late January/early February 2014, Mr. Nickles was able to locate a replacement Tonneau/cargo cover and on Monday, 17 February 2014, the last of the other issues were taken care of to my wife?s and my satisfaction.   With this in mind I have updated my review of our buying experience at LoR. Long story short, I truly believe that what became an issue was due to an employee who is no longer with LoR.  I have updated my review and adjusted my rating accordingly ? based on the buying experience.

    That said, for the few times I have brought the vehicle for service and maintenance my experience with the service side of the house has been on and above par with what one expects to have at a Lexus dealership.  I will submit a separate review/rating of my service experience . 
    - Douglas H.
  • A
    Hot Tint Speed & Sound Inc
    I am not sure about the price and am away from home so I can't check it. I had a half price deal dorm Amazon Local or Groupon. I made the appointment easily, the work was done as requested, neatly, and on time. I upgraded to a better UV rating than my coupon covered and paid the difference. Maryland does not allow really dark tints, but I find that the tinting does help cut the heat and does not make it difficult to see at night.
    - Rhonda B.
  • A
    ANDREWTECH AUTOMOTIVE SLTNS
    unknown
    - Bernard D.
  • A
    Damascus Auto Care
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    - Brian O.
  • A
    Mid Valley Auto and Truck Repair
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    - Brian O.
  • A
    TRICK TRUCKS
    Fine no problems got in quick out quick.
    it took a couple of days to get the hitch in stock
    looked very nice on the car.
    - Joseph S.
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Auto Stores in Gaithersburg

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