Lexus of Serramonte

Bottom line: we agreed on a price, shook on it, and then they went back on it when we were about to write out the check. We wasted 3 hours here and ended up driving an extra 50 miles down to Lexus of Steven's Creek for an honest and smooth transaction. The agents there like to make you wait there to make a deal, going back and forth needing to "ask their manager". After doing this an hour the first time we went there, we realized we weren't getting any straight answers (what is the invoice price?) without it taking 20 minutes each time, so returned home empty handed. We found a sales agent, Eric who had sold a friend a car so tried to get a good price with him over the phone. We liked his straightforward approach much better, so decided to come in and try again. After some back and forth, with more trips to the general manager's office, we agreed on a price in writing and shook on it. They are very slow there to process a new car, so after 2.5 hours, we finally got to the finance department and started filling out the paperwork. When we looked at the sales receipt, I noticed it was $1000 more than our agreed upon price. I showed the finance manager our agreed upon price and he just shook his head and said no. Then the general manager, Steve Dessy called him and said he would only do the price on the receipt. The sales agent tried to make it right and was apologizing profusely, but at this point is was 9pm and we had spent 3 hours at the dealership. Besides Eric, everyone else at that dealership seemed like they were 3rd graders who had just been to the principle's office - no smiling allowed, it is not a happy place. We had also called Steven's Creek Lexus that morning and they kept checking in with us. So at 9pm, we called the agent's cell phone and he matched the original deal we had gotten at Serramonte. It was a long drive, but they got us in and out of there quickly, honestly and 3 people all stayed until 10:30pm to make sure we were taken care of with a smile!