Lexus of Edison

My leased 2012 Lexus IS250 Convertible has a leak in the trunk. It has been serviced 4 times already without satisfaction since the problem was noticed September 2015. The first time it was serviced mold was present in the trunk and several items had to be thrown out due to mold and trunk had to be cleaned. My husband and I keep getting the run around from one department to another. Basically, we are told all it can be is serviced. We are paying a lot of money a month $ 685.01 for a vehicle that can not be used to it’s full extent. I am afraid of the mold factor. My stroller has been wet several times as I had to blow dry it. This company plays with us. The GM Bill DiMaio basically says nothing can be done except have it serviced again (which gets us nowhere and paying for a car we do not have) or we can use it to buy new car (which after this experience would never buy another car from Lexus). My husband and I have spent hours dealing with this issue. The car is supposed to go back in May 2016. This is consumer fraud. We are paying for a car that is not fixed I am afraid to use the trunk. I am afraid of the possibility of mold for my health (I am pregnant) and my son’s health.

Iv been going here for about 6 years for service of my Lexus. But ever since this lady Deborah has started there she’s made life hell. She overprices the service everytime. She sneaks in $ 12-​$ 15 charges into the invoice and tells you it’s tax. On top of that whenever there is something wrong with the car she will throw you wild hypothetical situations to try to scare you into fixing right them and there. And if you don’t, she will give you lots of attitude and judgement as if you’re dirt poor. Im sorry if I want to check competitive prices in the market and not get ripped off.
Now I understand that 1 person shouldn’t cloud judgement on a dealership and I have enjoyed my service here for a long time but she is ALWAYS put on as an advisor for me and probably others as well. Deal breaker for me though. I’m taking my business to Monmouth. I don’t have time to call in after every service to dispute charges.

I had the worst experience ever with Lexus of Edison
. My husband called and made an appointment for our truck to be fixed and also to have a loner ready for us. When we began to fill out paperwork with the worker she told us she would be right back. She came back with the manager Wayne Gross and he told us we were off the car loner program. We were in shock, when asked why he said we kept the loner car to long the time before. We were unaware of this issue because no one said anything to us the last time we used there loner. Also when my husband made the appointment for the next loner no one said we were off the list. They said they would have a loner ready for us
Not to mention how smug and unapologetic it was almost like he was happy to tell us we were stranded at the dealership. He did not even care that no one from Lexus told us this prior to making the appointment. Not even to try and accommodate us in any way. Basically telling us too bad. I can not believe he was even a manager. My husband and I own a well established Bridal business and would never allow our manager
To treat customers in the manner he did. We had no other choice to take back our truck that something was wrong with the steering and is very dangerous to drive under those conditions. My husband and I were not prepared for this situation that lexus through at us at the service department. We were unable to wait for our truck we had our own business to open. After meeting the service manager I can see why we were not informed earlier about being off the loner list. Very poor management. I told my husband after we left I do not want a Lexus anymore. I was so embarrassed and in shock. My family and extended family all drive Lexus and I truly love the make of the car but if I have to be treated this way to drive one. No thank you! I was trading in my truck soon for another Lexus. This gave me the the push I needed to try a new luxury brand. Thank your service manager for this wonderful experience. He is really going to make you loose a lot of business. I can see by the managers name Wayne Gross that his last name really describes his service to his customers.

***WARNING*** Lexus does not honor insentive.
I brought my car in for a scheduled oil change that took almost two hours and was Unilocaling while I waited. I read Lexus is not honoring the free car wash deal any longer. I bought my car 4 years ago with the incentive of free car washes for the life of the car.
Finally my oil change was done and I asked the manager about the free car washes not being honered and they gave me some BS about insurance reasons. They are now only giving car washes with service of the vehicle. Why would insurance care if the free car wash only comes with service.
This just goes to show Lexus does not honor it’s word and sale. Can they even do that? Is that how you conduct business? I am very disappointed in Lexus and will now concider buying elsewhere.

Was looking for a used car, which Mary promised was available.
This car wasnt there, when I went in the evening. Mary was also no where to be found.
Its like they dont care for their customers.
Avoid at all costs!

Called about an advertised car on their web site a 2009 ES 350 with 53K certified 3 year 100k for $ 15,900 — spoke with Thomas and made an appointment for 1:30 he said he would have the car ready for a test drive — when I arrived was given to Lisa who had no clue– she found the car after 20 minutes — when I asked about the CPO warrantee, she told me the car was not a CPO car — I showed her the car on her web site and she looked confused and told me the car was going to auction the next day– what a wast of time– did I mention I’m a former Lexus owner which I bought new– this car would have been for my daughter — this dealership is bait and switch — and unprofessional.

I found a listing for a specific used car I was looking for at this dealership. I called on the way home from work and asked them if I could set up an appointment to look at the car. The car was in better shape then I expected and it was a L/​Certified Pre-​Owned. For the price they were charging, and considering the car was a limited edition (one of 100 made) I knew the car would move quickly, so I went back inside with the salesman (Yan) and went back and forth on the price. Even though he initially claimed that they don’t move much on their prices, I talked him down to a few thousand less then the car was listed for. I knew that they were playing the car dealership games, but they were respectful about it and didn’t put too much pressure on me when it came to setting the price for the car.
When it came time to trade in my old car, we had to go back and forth on the price for a while. They claimed it was worth much less then I felt it was, and several thousand less than KBB valued it at. I knew I wasn’t going to get top dollar on a trade in, but I was hoping they would move a little more on the price, since they moved so much on the price of the used car I was buying. It ended up being close enough to my minimum trade in price that when they threw in all weather floor mats and some other swag, I took the deal.
In terms of financing, I found lower rates online then they could offer in the dealership. The lowest I found online was 2.5% and the dealership could only give me 3.5%. I was tempted to leave and come back later with the lower rate financing, but due to my own poor planning I was in a rush to get this deal done, and I took it at 3.5%.
They briefly mentioned the possibility of selling me additional coverages, and that other nonsense that car dealerships always try to sell, but when I told them clearly that I didn’t want any of that stuff they let it go immediately.
It’s been several years since I’ve bought a car, so I don’t remember if this is a normal amount of time, but I got to the dealership at 8:45 AM to work the trade in and close the deal, and I drove off the lot in the new car at 12:15 PM.
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I like the service department at this dealership. It’s my first Lexus, so I don’t know if this is typical; but I like the drive in service, the free food/​drinks in the lounge, the free loaner car I get with the service, and that I get a lifetime of unlimited free car washes there.
I only took off one star because I thought they should’ve offered me more for my trade in, but I’m sure they were just doing their car dealership mojo on me. (respectfully)

Saw a car on line today & e mailed dealer. Got a call & e mail back right away. Drove right to dealership. Got a salesman with no knowledge, personally or salesmanship. And also NO KEYS YES NO KEYS to the car I wanted to test drive… Waited over 35 minutes & keys could not be found… walked out… said call me when you find the keys… guess they never found them…
Horrible horrible service… They should take lessons from BMW next door because they were FABULOUS!!!

I saw a great deal online but I thought it was too good to be true! Nick and Sonny made sure that they would get me that specific deal and I got it in a matter of a day! A big thanks to Nick and Sonny for my new lexus CT! They were a big help, got me approved with horrible credit and I have an amazing payment! I’m super happy and LOVE this dealership

Worst customer service and followup i have seen at any lexus dealership. I sold my car here almost 4 weeks ago and they have no idea where my reimbursement check is. Follow other Unilocalers and go to bridgewater for quality service.

I have had my car for 1 week now. I went to BMW, Mercedes, Infinity, Volkswagen, and Acura before I decided on the Lexus. Safe to say, I had a lot of interactions with a lot of different dealers/​dealerships.
At the end of the day, you are buying a car. It is always going to feel a little sleazy. What I can say about this place was I got to test drive a car very quickly, and they had a huge in-​door inventory of new cars to look at. A lot of other dealerships were all about looking at the floor model and them pulling the car around to drive. This place, I sat in multiple versions of the car before I drove one. That, I liked.
When I wanted numbers quickly before work to compare to other cars, I got them quickly and rather effortlessly. Like everyone else, I got the high pressure «what can we do to get you in this car today» line a few times, but that’s just part of this industry I’ve learned. I did a fair amount of negotiating, but the price never came down so much I would call them dishonest (unlike Volkswagen). If you need help figuring out a decent lease price, use a lease calculator. There are a bunch on the web and can be a very good guide to see if you are getting a good deal or not.
Really, my only complaint so far has been when I picked up the car. I waited over half an hour for someone to show me what all the buttons did, even though they knew what time I was coming in to pick up the car. For a «luxury» automobile company, I expected to be treated a little better than just waiting in the «lounge» watching Montel Williams infomercials. Hopefully that was a fluke and my weekly carwash goes off without a hitch. Here’s hoping.

The worst customer service experience I have had in buying a car.
I email a week ago for information on a car that I want to pay cash for. no response.
Then, while I’m vacationing in Miami, I get almost a dozen emails from
Allison Bosso… only they contain NO INFORMATION… Just Hi and a bunch of crapolla about her dealership… that I don’t give a %^*k about.
Finally I send an email asking is the email with no information I am receiving a group email and I attach the vin of the car I want to pay cash for.
Next email from Allison…‘It’s Sold,’ nothing else…
Thanks Allison&the team for saving me from future bad experiences with your company.
Follow up: Apparently Allison Bosso has a friend named Jenn O who did not like my review and wrote me the following:
Edison, NJ
Send Message
For your review of: Lexus of Edison
You’re a loser with no money that’s why you go to these type of websites and brag about buying a cheap used $ 1000 car and brag «paying cash»!! Loser
Jenn O.
The reason I know that this is a friend of this inept sales person is that I never wrote in my review the price of the car.
On Monday morning I will be on the phone with Edison Lexus about this harassment.

Wish there was a zero star option and I had read previous reviews.
I called an 800# to confirm if a used car was available for sale. The receptionist said the car is in the lot and will be available to test drive when I get there.
Here is why this dealership has terrible service:
1. The salesperson didn’t know who I was, why I was there, and which car I was interested in despite giving them a 2 – 3 hour head start
2. I waited 1hour for them to take the car out, jump start the battery and allow test drive
3. No concession on price at all suggesting that they would rather sell to an auction — which did piss me off to use that tactic but I needed the car so didn’t hassle
4. 2-​days later I had an appt at 1pm to see the Finance person. When I get there the sales person casually says «Come 1.5 hours later cause the finance guy is backed up». Sales guy never called to tell me they were running behind while making it a no big deal that I have nothing better to do for next few hours and can easily wait.
When I made a big stink about wasting my time and found out they were busy servicing people with better finance $$$ than me, the Salesperson gave me a whopping $ 25 gift card, a real value for my time!
The employees at this dealership have attitudes. They think they are above all and can treat customers with disrespect and no value for the customers’ time by being disorganized and not communicating at all. I will never buy a car from this place and will NOT recommend this dealership at all.

I’m very disappointed in this dealership owned by the great Roger Penske, who I’ve met a few times at Indycar races. We found what looked to be a very nice used Audi, one owner, 50K mileage, decently priced car and made an appointment to view it. We arrived early, and located the car in the lot and looked at it before going inside. Although they had a million photos of the car on their website, none showed the drivers side seat to be severely cracked and damaged, nor did they show the offside wheels to be curbed to the point of looking unsafe. On top of that the clearcoat on the paint was shabby.
Still, I figured I now had more negotiating room-​I could always put sheepskins on the seats and the paint would perhaps look a bit better after a detail. We met our sales professional, I told him of meeting Penske, and after going over the paperwork and him going ‘in the back for the keys and to make a copy of my license’ we began to walk out to the car for another looksee and a drive.
Lo and behold, before we’re out the door the ‘sales manager’ comes out for an aside with our sales professional-​and we’re told a ‘friend of Roger Penske’s son’ just put a deposit on the car! What a coinky-​dinkee that after having talked about meeting Roger a friend of the billionaire’s son has made a phone deposit on an $ 8,500 car!
The sales professional gave me his best ‘In all my years selling cars this is the first time it happened’ line. I think they knew I had seen the faults of the car already and wasn’t going to make a full price offer and figured they’d get more cash with another buyer.
I’d steer clear. It was a waste of time and money to visit Lexus of Edison.

If you want a painless car buying experience go to Lexus of Edison! I leased a GX 460 last week, with a really rare pre-​collision package that I could not find in 4 other dealerships. Honestly the experience could have not been better. They had the car I wanted in the color that I was looking for and they had the cheapest price. I went to 4 other places and LOW gave me $ 34 cheaper then anyone else and paid me fair book value for my car. I have to thank the Sales manager Anna Samajo and the Salesmen Yan Rozman, who made it possible for me to own a Lexus. Excellent customer service, Excellent Facility & Excellent Staff!

VERY disappointed with this company, it had been my worst car shopping experience by far. I made sure I called ahead of time and got a quote on the Lexus IS 250 I was looking for on the same day. The internet sales lady said she spoke to her manager and gave me a figure slightly less than the MSRP on the window sticker, which I deemed fair and worthy of my drive all the way down there in person. I walked in with my check book, ready to purchase in full after a little bit more of haggling here and there, if possible. What a wishful thinking.
The lack of quality customer service was apparent starting at the very first moment of us stepping into the dealership. We waited for at least 45 minutes for some service and the place did not look slammed. There were internal workers in business attire just sitting down amongst themselves and chit chatting. When we finally got seated, the salesman gets a cell phone call. Then he proceeds to pick up and starts talking to the other party very loudly without excusing himself while we just sat. After 5 minutes, he hangs up and gets back with us without an apology. He did not introduce himself or show us any interest in earning our business from the very beginning.
At the end his rock bottom cost did not even beat what I got quoted for over the phone. After I explained I spoke to so and so and got this exact number and it’s the reason why I came in today, he walked away to check. Momentarily he tells us that the price is unacceptable and there is no record of anyone offering me that cost. The quote I got over the phone was not even that amazing, but at least it fell within the range of fair purchase price on kbb. The snotty salesman tells us no customer brings in quotes from kbb as reference because Lexus doesn’t go by that. I just cannot believe on top of the wait, and his attitude with us, they would not honor what was promised. And the quote over the phone was only to lure us in. There was not a single ounce of professionalism from the little service I received today. They treated their valuable customers like idiots; why should I ever go back???

I never written a review. But the service was so bad it has to be shared. We have purchased several other Lexus’s at other dealerships and were completely pleased with the service, staff, and cars.
So I was intending on buying an rx during Labor Day weekend. Waited a hour for someone to let me test drive the car. After which, a rude sales person who didn’t introduce himself came to me and simply asked whatcha doin’ here. I told him we are interested in purchasing a SUV. We test drove several other vehicles including a BMW X3 and Audi q5. We would love to test drive an rx350 to see what it’s like.
He responded with a snarky, «You guys are killing me… and then what…“He said he would have to speak with his «manager.» 15 minutes later, returned and said we have to schedule an appointment sometime during the week. My brother, who was with me, responded we have waited an hour already, this is the only time we’re free. We live an hour away. What do you expect us to do. If you are to busy we can wait for another salesperson. Then he starts to scold him like he was a child, saying «…this is the last day of the month, there are so many other customers. If you aren’t buying we can’t waste our time. We have to prioritize. I’m trying to get through the wait list for the receptionist. «He then said a technology technician would take us on a test drive. Again, we waited, but no one showed. We told the only pleasant person we interacted with, the receptionist of what happened. She then told the previous salesperson and he begrudgingly agreed to take us in 5 minutes. Another 15 – 20 minutes passes. I go outside and he was showing the car we intended to buy to another customer who came much later than us. We told the receptionist, we wanted to speak with the manager about this salesperson. The manager was apparently too busy as well since she didn’t come out. Ultimately, we left the facility 2 hours later, with no test drive, in complete rage.
This sales person was completely rude. The manager was inept. If I did purchase a car from this facility I would demand the receptionist receives the commission.
I will never come to this dealership again. This was THE ABSOLUTE WORST customer service I have ever seen. I would give no stars if possible.

Had my car serviced there and dealt with Ryan Patti. He was very attentive to my concerns and needs. Thanks again for the great service. Will absolutely recommend this location and will be back again!

Walked in on a Monday afternoon to inquire about the RX, no sales people on the floor, left my information with the receptionist (who ignored me, until I went up to her).
No one ever called. If this is the sales experience, shiver me timbers, when it comes to service. I’m done!

** Update… Manager from Lexus inquired more about the situation after this Unilocal review so that was a plus point** Hopefully they will take calls and sales more seriously.
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These reviews are ALL correct (apart from the ones that had 5 stars). I was a serious buyer for a new 2015 RX… I called on Saturday, talking to a «salesperson» took down information that took 10 minutes. Never got a call back. Called again on Monday. same person (allison?) and told her their service is beginning to irk me and that I called twice that day and that Saturday and no one is getting back to me.
She apologies for a hot second, assures me she will take care of me, I give her my information, what I’m looking for. I ask specifically, will you get back to me today?
She says yes, of course.
Nothing.
Well, thankfully, I was talking to people in other places and made a grand slam deal at Edison of Englewood. Do me a favor, go visit Dick over there, the customer service over here is just TERRRRRRRRRRRRRRIBLE.
And, also, don’t be so quick to write-​off people shopping for quotes over the phone because they work 80 hours a week who assure you they are serious buyers– you lost a good customer and the deal I made was 90% made over the phone and I will be picking up my car later today.
Sorry (not sorry).