Thompson Lexus Willow Grove Reviews Summary

Customer Service

Pros:

• "Gray & Jose from Thompson Lexus made my purchase of new Lexus NX a great experience."
• "Maria B. was professional and very informative."
• "The staff was very nice and professional 😊 especially my sales person lance he was very patient with me and he explained every thing to me about my car."
• "Couldn't ask for more!"
• "Had a fantastic experience with Ali from the sales department at Thompson Lexus Willow Grove."
• "Gary called me to check in and see how I was liking my RX350 and if I had any questions!"
• "I love Thompson Lexus Willow Grove, that always take great care of me and provide me excellent service for my car."

Cons:

• "In short, had a very bad car buying experience."
• "Very bad attitude. Inspection is not careful. Wasting time going here..."
• "I was visibly upset and when I called the rep he did not say sorry and nonchalantly told me to have the car come back in."
• "I will not be coming back to the Thompson willow grove location."
• "After I gave them the hold deposit, their customer service turned from poor to disastrous."
• "But i dont trust in your service any more."
• "This was the worst experience that I’ve ever had at a car repair shop."

Sales Experience

Pros:

• "He went above and beyond to ensure I found the perfect vehicle."
• "Staison is a very knowledgeable person who explained everything about the paper work and all other details of this vehicle."
• "I am extremely pleased with my purchase."
• "The entire buying experience was 5-stars."
• "Their purchase process is so smooth and efficient."
• "I just bought a new Lexus NX 350, at Thompson Lexus in Willow Grove, in PA. I have to say, it was an easy experience."
• "One of the best experiences I’ve ever had purchasing a car, and my first Luxury car at that!"

Cons:

• "The car we were interested in had a recall for that year."
• "Leaving the dealership felt great, not because of getting the car but being done with such a disappointing experience."
• "Communication for the next steps was very informal and unorganized with very limited status updates."
• "We said we preferred not to at this time, but then Staison came back with the sales manager, Leslie, who then also tried to get our contact info."
• "After trying to politely decline again, Leslie became snobby and asked why we were even looking at the Luxury tier."
• "We were undecided between two models and wanted to see the price difference but were told we needed to give our contact info."
• "When the car was finally ready, I wanted to come in on the weekend, but Staison said they were too busy anticipating walk-ins."

Financing and Pricing

Pros:

• "Luis in finance was very clear and concise and got the process completed quickly."
• "Dealing with Thomas Lexus Willow Grove has been a pleasure, by far the best dealership experience I've ever had in 40+ years of owning vehicles."
• "I highly recommend Ali Faraz as your go-to salesman for purchasing a new vehicle."
• "Ali was a very knowledgeable and patient salesman."
• "We got a great deal on a used car with fantastic customer service."
• "The cars they sell are in good shape and prices are reasonable."
• "Price of vehicle was fair and car was impeccably detailed upon delivery."

Cons:

• "They gave me 8.29% APR despite my 820-credit score and hefty down payment (50% cost of the car)."
• "From being told it was certified pre-owned (when it wasn’t), having recalls that said were fixed (when they weren’t and are in fact still open) to bad financing and overall sad experience for a nice car."
• "I briefly said I was willing to do a down payment of a certain amount, and I went with that, but was never given any options for rates based on duration."
• "They preselected a 48 months loan, and I got a horrible deal."
• "We tried to negotiate the MSRP but instead of price reduction, they agreed to do interior detailing and fix some minor exterior scratches/dents."
• "While going over the paperwork at signing, we found out that my car was neither certified, nor the recall was fixed, and the dealer was only giving us 6 months warranty."
• "The overall finance process was rushed and a little deceiving too."

Service and Maintenance

Pros:

• "When a needed part could not be obtained Chris offered me a loaner."
• "The repairs and inspection were completed and my car was returned to me clean and vacuumed."
• "Great and Fast service. Got a loaner for the remainder of the day so we didn't need to wait there."
• "We were packed and ready to go…but our battery was dead! Thompson Willow Grove sent a tech to our home for a jump start then fast-tracked the installation of a new battery and we were on our way."
• "I would definitely recommend this dealership’s service department."
• "They did a great job. Don’t rush it and worked with my schedule."
• "The service at Thompson Lexus in Willow Grove is excellent from start to finish."

Cons:

• "Multipoint inspection not completed as stated on invoice."
• "My car was not washed as stated on invoice, was not vacuumed as stated on invoice."
• "But the care refresh/wash is a joke they gave me back my car with black handprints all over it… if you see you dirtied it again clean it up!!!"
• "Today I waited 3 hours for a 90 mins service with no reason as to why my vehicle took longer than expected."
• "Also Lexus lied about replacing my engine filter."
• "I will not bring my car back to Thompson service. Coming in to perform 60k mi service. I was told over the phone $600, then to get there and be told over $1.2k."
• "Also for the SECOND time after getting service done here, I’ve gotten my vehicle back NOT vacuumed as promised."