My complaint:
To date, we have bought six (6) Lexus vehicles and this is our second from Sterling McCall. The Service brought us back. On our recent purchase of a New 2022 NX350 AWD – the performance, information and knowledge of the sales team was less than stellar. We picked up the car after months of waiting. The “car school” teaching we received was so poor, that we had to bring the car back and have three (3) people try and “teach” us the features and functions. My wife, figured several more out on her own and informed Lexus of the new Icons and how to use them. BIGEST surprise – NO TIRE JACK, NO SPARE TIRE AND NO CARGO NET. I sent the video of a NX changing a flat and it clearly showed a jack and a spare. The dealer did not have the information to provide the jack and the spare. I gave them two (2) other Lexus dealers in the DFW area (who we should have bought the car from) who provided both the jack and spare. The sales staff’s solution was to order the items from the DFW Lexus dealers. Today I called the DFW Lexus dealers for the part numbers and pricing. Then I called Sterling McCall parts (and got a great guy to help me out) He sent me all the part numbers and pricing – which cross referenced the other Lexus dealers and quoted me a price of $1,268.88. The sales person was there today to put on the license plates and sticker – we discussed these items and he said I should call the other Lexus dealers because they could not provide a spare tire – but could sell me the Jack. To soften the blow – the sales person threw in the $15.00 Cargo Net – Amazon pricing (usually a standard item) to make me feel better. So, if your OK with (buying a $60,000- new car) the “run flat” tires that can go about 50 miles – and always have to call a Tow Truck if you get a flat for a Tow – then the 2022 NX is the car for you – WITHOUT A SPARE OR A JACK! Come on now Sterling McCall – provide these items with the car.
Suggested solution:
Never sell any car without a tire jack or a spare tire.
Have a check off list - to review in advance - listing all the standard equipment and training items.
Have a training class with the new drivers and your sales team to share information and learn together.
Give your customers a choice between run flat tires and regular tires. Run flat tires do not last as long as regular tires and we never would have bought the car if we had known that it only came with run flats.
