Johnson Lexus of Raleigh

If I had to rate this dealership based on service received from the GM, Roger Yui, and their service dept., they'd receive an F. I purchased two extended warranties, 1 for mechanical issues & another for wear & tear protection. Extremely minor issue with tire pressure sensor that needed replacing. Service dept. insisted that I didn't have a warranty. I had warranty docs & the bill of sale at home. I sent an email explaining what had taken place. Several days later I receive a call apologizing for the bad information that was given. Last week, I noticed a tiny tear in the leather. Called to schedule an appointment & I specifically mentioned my other warranty. Received a call back a day or two later advising me when to come in to have the repair taken care of. While on the phone, the Lexus rep even offered a complementary car wash after the repair was completed. Took a vacation day, only to get the runaround AGAIN. Arrived at 7:30, they had no clue about this warranty either. Once they realize that I had a warranty, they advise me that I needed to call the claims dept. Did the Lexus rep not know this before calling & scheduling an appointment for repair? A 32 mile trip for nothing. They did take pictures of the tear. But, later that day, I was asked if I could make another 32 mile round trip to the dealership because the pictures that the associate took were all close ups and they needed one further back. I declined. If I had to do it all over again, I would decline the warranties or purchase them elsewhere, simply because of the poor service that seems to be the norm in the service dept. Different answers from different people in that one department. Getting up at 5:30, wasting gas, mileage on the automobile equal a wasted vacation day. Part ii of this story gets worse!!! I have to take the pictures because the service rep took pictures that couldn't be accepted. All this service rep needed to do was to send my pics & an estimate for the repairs to the claims dept. It is now 4/9/18 & the service rep realizes that the forgot to send the estimate along with the pics. He calls me & pretends that the claims dept is running behind. I was smart enough to call the claims dept. The rep told me the truth. Jonathan forgot to send the estimate. I called him back & confronted him about his lie. There was nothing he could say. He calls me 3 more times to tell me that they would have someone come out to my job on 4/10/18 to make the repairs. He said the gm of the dealership and the head of the service dept. Approved this. I said okay. Guess what happened? No one showed. Jonathan calls back on 4/10 to say that the 1/2" tear requires my automobile to be brought in for a 3 day repair. I asked why they continued to give me the runaround & make up these lies. I had emailed the gm on 4/5 & left him 2 voicemail messages. I made it clear to roger yui that if he didn't call me about this matter today then i was filing a complaint. He finally calls back & tells me to contact the head of the service dept., rick, & to tell him that he (the gm) had directed me to call him to schedule me an appointment for tomorrow morning that they would pay for. I did exactly what the gm, roger yui, told me to do. Do you think that put any fire under rick's behind. No. Do you think i ever received a return call to schedule my appointment for 4/11? No! 7:30 pm, i text the gm & show him a picture of the phone record as proof that i had followed his instructions. He calls back & says he is sorry & talks about rick. Then he says for me to try asking for someone else tomorrow? You are the gm!!! How about you get off your lazy behind & address these issues with your complacent staff!!! No. I refuse to go through this any longer. You took my money, but you nor your staff know how to do anything! All of this for the tiny tear shown in the photo below. Let me take my automobile to another dealership, you all need to cover the cost, & then refund the price of my warranty!