Horrible service North Jersey

[Jt-40]

Figured things the best place to put this. Not sure how other dealers handle their clients but this is the worse service I have had of any car dealer I have dealt with.

Took 3 months to get me my title as I paid cash for the car, I have never had an issue like that.

The maintenance program doesn’t have loaners of any kind, and when the car goes in, it comes out with problems it didn’t have when it went in. To bring it back for a check up it’s a 3 week wait.

Not sure how other lotus dealers and maintenance are, but this is abysmal. My Honda/acura, hell even Subaru dealers and maintenance programs are more friendly and helpful than anything I have experienced here with lotus.

Makes me wish I had done for the Porsche as I hear they have great service

 

[Rayjoedef]

They've got one guy there that handles all of the service requests and appointments. I believe with Lotus ownership, we're gonna need a bit of patience.

 

[Clam]

My experiences with North Jersey Lotus were great, so it's a bit surprising to hear that Ray would let the customer service quality falter. Billie Stanton is the service manager - my break-in oil service and check on my power steering (failed at one point) went smoothly. They're the reason why I don't go to the closer dealer in DC capital region even though I live in Maryland.

Having more problems after service sounds bad, they should address the issues without charge due to your inconvenience.

 

[netsinah]

I don't get a "loaner vehicle" from my Lotus dealer. This isn't something covered by warranty, unlike other manufacturers, so if it happens, it's only because of the dealership and you'd be ++ lucky to get that thrown in. But that's got nothing to do with the other issues identified by the OP. Sorry to hear about your problems Jt-40.

 

[chirowolf]

I had a similar problem when I purchased my Evora back in 2011. Service took forever. car would come back dirty with new problems. No loaner cars.
This was a large dealer with multiple exotic brands. Lotus was not a money maker for them, and they let that fact show. No dedicated tech. I'm sure I knew more about "Lotus problems" then the tech.
Have not tried the dealer since it was purchased back in 2022. A bit gun-shy to try them

 

[Jt-40]

I had a similar problem when I purchased my Evora back in 2011. Service took forever. car would come back dirty with new problems. No loaner cars.
This was a large dealer with multiple exotic brands. Lotus was not a money maker for them, and they let that fact show. No dedicated tech. I'm sure I knew more about "Lotus problems" then the tech.
Have not tried the dealer since it was purchased back in 2022. A bit gun-shy to try them

Yeah, I have a local Ferrari certified mechanic shop and they are great. Used to take my s2000 there. Will start taking the lotus.

And I mistyped 3 months not 3 weeks to get that title….. a shame, it’s a premium vehicle but not premium service.

Do like the drive on the car

 

[Six Speed Stephen]

These issues sound unrelated to this specific dealer and down to the Lotus network/policies and some paperwork processing.

This is also my service dealer, and they've been nothing but great to work with, especially Billy. They repaired my axle in one day, fast oil change, and extremely communicative over text - I would highly recommend this dealer for service.

There was a recent wait when one of their 2 techs was on vacation, but again that's a lotus issue not specific to this dealer. Manhattan Motorcars couldn't see my car for 2 months.

 

[VL3X]

This is one (major) downfall from owning a Lotus. The small dealer network and limited parts supply can sometimes make service and repairs a painful drawn-out ordeal. On the other hand, you don't own a sportscar with a stigma or that's seen dozens of times every single day. So there are tradeoffs.

Ray (owner/GM) is a good guy and I'm surprised they didn't have a loaner for you. I'd recommend escalating things to him directly if you were unhappy.

 

[Jt-40]

These issues sound unrelated to this specific dealer and down to the Lotus network/policies and some paperwork processing.

This is also my service dealer, and they've been nothing but great to work with, especially Billy. They repaired my axle in one day, fast oil change, and extremely communicative over text - I would highly recommend this dealer for service.

There was a recent wait when one of their 2 techs was on vacation, but again that's a lotus issue not specific to this dealer. Manhattan Motorcars couldn't see my car for 2 months.

Well,
Maybe it’s me and I am not friendly or something. Yes Billy is nice enough, but when I take my car in and it comes out with an issue, and they can’t take it back to look at it for 3 weeks that’s an issue.

My service experience and this is the first service there was not great at all.

 

[sonor8s]

Lotus Philadelphia gave me a loaner last year when my car was in for service for ~ 3 weeks. I think it depends on the dealership and what used car inventory they have to pull from.

 

[3A3968M]

My experiences with North Jersey Lotus were great, so it's a bit surprising to hear that Ray would let the customer service quality falter. Billie Stanton is the service manager - my break-in oil service and check on my power steering (failed at one point) went smoothly. They're the reason why I don't go to the closer dealer in DC capital region even though I live in Maryland.

Having more problems after service sounds bad, they should address the issues without charge due to your inconvenience.

I don’t think the ding is against Ray in sales, this is regarding their service department that runs next door at Smythe Volvo. I do agree that the service is a bit of a hustle but you cannot compare it to Subaru, Acura or even Volvo service. We only have a single service advisor and a couple of techs working on the Lotus cars there.
My car is in service there now since late March needing a fuel tank replacement now.

 

[scc.131.fe]

I asked Ray (when I first met Billy) whether they can provision a loaner and he said, unfortunately, no. I haven't had to return for any service or warranty issues yet though. If/when I do, I might mention that my invoice/bill of sale is printed on Smythe Volvo paper and kindly ask if I can use a Volvo.

Overall there's obviously a huge spectrum of possible inconvenience depending on what our issues are and where we live. I'm lucky to be an hour drive from Ray/Billie and that I own other cars. Even luckier to be a 1.0 pricing FE owner. My good friend just showed me his 2024 Carrera S. With options it was over $200k out of his pocket.

I don't doubt that Lotus NJ will do whatever they can whenever they can. I just hope the factory/brand can stand behind parts and warranty issues.

 

[Jt-40]

Thanks all,
And for some of you out of this specific dealer, good to hear others experience here. I think I need to find a more regular mechanic and use the lotus dealer just for warranty issues. That might be my way forward. Will be going to my local mechanic to see if they can handle these types of issues and them go into the Volvo/lotus dealer sparingly.