Last year I bought a CT200h. This was my 2nd purchase from Lexus. My previous car was a RX300, which I still
 have.I am writing to let you know how very helpful and supportive your delivery consultant , Eric Lilienthal was in assisting me with my car even though he did not sell me the car. The salesman I had bought the car from last
year did not explain nor show me how to use the features of the car, and it was not a pleasurable experience using
the car. I called Lexus and explained to Mr. Lilienthal what problems I was having and he met me at the showroom
and demonstrated the features unique to the car that were not explained by my original salesman who has since
left.

What can I say: I am very grateful for Eric's help and wanted to let you know that he assisted me in a most helpful
and patient manner and thought you would want to know.
 

I have been a Warnock  Lexus customer for about 12 years . I love my car and my service rep Myles could not be better. However, I was completely "overwhelmed"
with the helpful assistance and attentiveness of one of the mechanics...
Mr. Higgins. He overheard me talking to Myles about a dent in the bumper of my relatively new car where someone had backed into me and asked if he could take
a look at it.

 Dear George:

As is usually the case, all aspects of yesterday's service visit were completely satisfactory, Arranging the appoint-
ment, having the work done, answering my questions , and returning the car to me quickly and shining, all made
the experience something that I've gotten used to over the years. Congratulations on a great new coffee machine.
It works wonderfully and I don't have to constantly be puzzled as to how to insert the coffee packet. Special Kudos
to Brad Vaill whose constant efforts to make customers knowledgeable and satisfied has become a very special
feature of my service visits, and to your receptionist and cashier Susan Castelli whose warmth and dedication to customer satisfaction are special. And to you George, my thanks for continuing to run the best automobile service department and helping to make my Lexus experience everything that it should be.

Sincerely,
MORT BUNIS



Mr. Maoli and Mr. Ruby,

Seldom do I sent letters of this nature regarding my buying experiences, yet when someone steps outside the "normal" process of a sales transaction, its important that it's called out, recognized and hopefully rewarded.
A couple of weeks ago, we took delivery of our 5th vehicle from Warnock/Lexus of Rt 10, a new 2013 RX350 for my wife Tracy. We were once again provided responsive, professional and respectful service from Tony Carlucci who,
 unlike most other sales people, is highly efficient, anticipates your needs, understands them and then promptly
acts on them. (which is why I refer to him as a sales professional and not a sales person). No repeating of yourself,
no unnecessary long winded dissertations needed. Explain it once, he gets it and knows how to navigate the Lexus organization to meet your needs.

Of particular mention this time and the primary motivator for sending this note centers around the payoff of our
2010 Lexus RX350 (whose lease was expiring) and the return of our advance security deposits, which Tony knew
were important for us to secure back promptly. Shortly after our transaction was closed, I logged into the LFS
website to confirm our 3 outstanding payments (paid by you) were received and posted and discovered that LFS
had inadvertently misapplied these payments and thus the account was still open- delaying the actual closing of
the account and the return of our 5200.00. I brought this to Tony's attention-he knew this was important to us.
He very quickly secured our file, confirmed all of the aspects of our agreed to transaction, called LFS, supplied them
with all of the supporting documentation and within 24 hours the situation was remedied and we will have our
security returned by the end of next week.

So, in the risk of rambling further, let me close with this (as you might have the view that this is not expected behavior, but demanded from your sales leadership). This clearly demonstrated to me that for Mr. Carlucci, it is all about a relationship and not a transaction. He could have very easily punted this to some administrative person
that might have gotten to it in several days which would have pissed me off and I would have likely taken the
position that there are too many organizations willing to sell me a car and I would have not bought from you again.
His focus and attention to this was appreciated, highly valued and represents a clear example of what I believe
sets Lexus of Rt 10 apart…and why in December, I'll be back to purchase yet another vehicle from you.

Regards,
Mike Roscigno
 
 

SERVICE SO GOOD, OUR CUSTOMERS SEND US GIFTS!!