Lexus of Englewood

Complaint: [redacted] I am rejecting this response because: The problem is that you don't have the right information my tuck paid off was $15,dealer give for my tuck $12, So the diference is $2,ware did you see $4.000.-$5,Negative and the ls was damage like I said I call nex day not weeks latter nex day but tha day was Sunday it was closed so I call sales person he said bring the car Monday that is exactly what I did they offer to clean the car order the parts I like the car is no different from the current is but I did not want a leather rip in driver seat So lest be clear here no weeks nex business day if the dealer took more than a weeek to deliver the new car that is not on me Regards, [redacted]

While I do apologize that there seems to have been some miscommunication, the facts remain that the parts were NOT put on the vehicle as they were not neededThey were simply reserved in case they were needed so as to not further inconvenience the customer by having to wait for parts to come inWe were being pro-active and with another writer taking over, there was some miscommunicationThe parts were not put on, nor was the customer charged.Best Regards - Aileen [redacted] Customer Relations/Human Resources Manager

It is my understanding that Lexus Financial Services mistakenly sent the refund to the incorrect lending facilityWhen they realized their mistake, they took corrective action to retrieve the funds to send to the to proper lienholder.They assured me that the policy was cancelled within the appropriate time and a full refund will be applied to the customer's loan.The customer can call [redacted] for further information from Lexus Financial Services VSA Dept.Best Regards - [redacted]

Good Afternoon-Ms [redacted] is reaching...I know all about the situation, from both Chad and Ms [redacted] herselfChad had her email the tickets and brought them to my attentionAfter speaking to both Chad and Ms***, we came to the conclusion that the tickets were not obtained through the Dealership's negligenceAs I said, going through EZPass toll could be construed as a mistake, going through or is total negligence on the driver's partWe cannot possibly be held liableWhen Ms [redacted] claimed that our owner & dealer principal, Mr [redacted] , promised to pay them I spoke to himHe had not spoken to Ms [redacted] at any point, therefore, did not promise to payI am not lying, nor is Mr [redacted] , it's Ms***' story in regards to the Roadside Assistance that has changedWe take our customer's level of satisfaction very seriously and bend over backwards to ensure itWe cannot, however, be held accountable for instances that are out of our control or for driver error.While I do feel for Ms***' situation, it is a situation that she put herself in and her accusations and insults need to stop.Best Regards - [redacted] , Lexus of Englewood

Complaint: [redacted] I am rejecting this response because:I was being honest in admitting that only one part of one of the rims were damaged from curb rashAll other damages were done by Lexus of Englewood serviceThey are denying fault to avoid payment Regards, [redacted] ***

Mr [redacted] - As you are aware...when you first came in you purchased a IS and traded in a truck that was out of equity by $4000-$This amount was rolled into the sales price of your ISweeks later you decided you did not like the IS and we put you into your currant vehicle; which was 1)more expensive than the IS, 2)the inequity from the then had to be rolled into the new vehicleThis is why you were put in a lease rather than a purchase (to keep your payment manageable)Your lease payments are $x mos., which equates to $24,This is what you are paying for the car.All of this was explained to you several times before and after you signed your contracts.There should be no confusion at this point.Best Regards - Aileen S

Good Afternoon- Ms [redacted] is reaching...I know all about the situation, from both Chad and Ms [redacted] herselfChad had her email the tickets and brought them to my attentionAfter speaking to both Chad and Ms***, we came to the conclusion that the tickets were not obtained through the Dealership's negligenceAs I said, going through EZPass toll could be construed as a mistake, going through or is total negligence on the driver's partWe cannot possibly be held liableWhen Ms [redacted] claimed that our owner & dealer principal, Mr [redacted] , promised to pay them I spoke to himHe had not spoken to Ms [redacted] at any point, therefore, did not promise to payI am not lying, nor is Mr [redacted] , it's Ms***' story in regards to the Roadside Assistance that has changedWe take our customer's level of satisfaction very seriously and bend over backwards to ensure itWe cannot, however, be held accountable for instances that are out of our control or for driver errorWhile I do feel for Ms***' situation, it is a situation that she put herself in and her accusations and insults need to stopBest Regards - [redacted] , Lexus of Englewood

Complaint: [redacted] I am rejecting this response because: A family emergency of the original sales manager was only one factor that contributed to this poor experienceThat aside, I was told that oxygen sensors were already replaced and I would have to pay $for parts and laborHad I foolishly agreed to pay, I would have essentially paid for nothing and no investigation would have come from it I told the covering sales manager that the replacement and labor for those parts would essentially be free because by New Jersey law, all work requires an estimate prior to replacement of parts or labor I told the service manager that I am not paying for the service and any parts that were replaced along with the labor would be free The service managers response was simply to put back the old bad parts and let me drive all the way with my vehicle Later that evening, I get a phone call saying that no work was done on my vehicle with regard to the oxygen sensors and only the original charge of approximately $would take place This exemplifies poor communication on the part of Lexus of Englewood, extremely poor and rude customer service with disregard for customer safety from one service manager Yes it is true that my service manager was away for one dayThat does not negate the response that I received from the covering service manager who told me that I would have to pay for work already doneHe later threatened me that he simply would put back the bad parts and let me drive awaythat is unethical, on safe and extremely poor customer serviceMoreover, it shows that Lexus of Engelwood has no idea what it's doing or saying to its customers Regards, [redacted]

To whom it may concern - $x 36/mos= $24, $24, is what you will pay for the term of your leaseYou are not paying $37,Can you provide the listing that shows the advertised price you are referring to? And if so, is it the same VIN# as the vehicle you are leasing? I will gladly take a look at it; but all that being said, you are not paying $37, Best Regards - Aileen S

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, it is still not clear to me why we would be billed at a later date for a disposition fee when we settled the finances for the new car and the leased car we turned at the same timeIn addition, when we received that delayed bill, we were told to disregard it because we did not owe itIn the end, we appreciate that Lexus of Englewood was able to do the right thing and resolve this issue Regards, [redacted] ***

To Whom It May Concern - The contract we have in Mr [redacted] deal folder from matches the contract that Lexus Financial has for himWe do not have any record of the second contract he is speaking of Once a contract is signed and sent to the bank, it is a binding agreementThe original contract would have had toof been unwound and all new paperwork redoneNeither we, nor Lexus Financial, has any record of this 2nd contractBest Regards - [redacted]

Complaint: [redacted] I am rejecting this response because: I believe that I have been more than fair I have already given Lexus of Englewood numerous opportunities to correct the same problem with the shaking of the steering wheel and the shaking of the body of the car The problem persists I would be satisfied with a refund of my purchase price for this defective car Regards, [redacted] ***

We at Lexus of Englewood take pride in how we service our clients’ vehicles, we do not take advantage of our customers nor do we design the computers system message in the vehiclesThe RX450H uses synthetic oil, which means the oil is replace every 10,miles not every 5,miles, the maintenance warning light is an indicator to the owner to service their vehicle, this is to ensure the safety an reliabilityIn lieu of customer satisfaction Lexus of Englewood will be more then willing to refund the amount of $Mr [redacted] has been our customers since and hope we can continue do business with himI do apologize if this has been any inconvenience to Mr [redacted] Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I understand there is a wait time, but everybody keeps telling me its 4-weeks or 4-weeks and it has been going on weeks now, thats my point Regards, [redacted]

Good Afternoon - Mr [redacted] payoff to [redacted] was sent out via fedex (tracking number [redacted] ) on 2/7/A check for the payment that [redacted] deducted from Mr [redacted] will be sent directly to himI sincerely apologize for the delay in processing this payoff but it has been taken care of.Thank you - Aileen S [redacted] ; Customer Relations Manager/Human Resources Manager - Lexus of Englewood

Good Afternoon - In speaking with Lexus Financial Services, they explained that the contract has been cancelledWhen there is a lien holder on the vehicle, the funds are sent to the lien holder to be put towards the balance of the loan They said it will take 4-weeks for the payment to be processed through USAAI apologize for any miscommunication or misunderstanding that may have transpiredPlease feel free to call me directly at [redacted] Best Regards - [redacted] ; Customer Relations/Human Resources Manager

Good AfternoonIn regard to the above-mentioned complaint number, Lexus of Englewood has been in direct contact with Ms [redacted] and the issue has been amicably resolved 12px;"> Regards; [redacted] Customer Relations Manager "Where we define value and exceed your expectations"

Good Afternoon - Mr [redacted] came in to our Service Deptand admitted to Mike R [redacted] that he had damaged the rims himself We, as a show of goodwill, refurbished the rims at our costWe will not be replacing rims for Mr*** Best Regards - Aileen S [redacted] ; Lexus of Englewood Customer Relations

Good Morning - This was a total misunderstandingThere was water found in the gas tankThe gas tank and lines were cleaned and flushed; and regular gas was put into the systemWhen this sort of incident occurs, the Osensors usually malfunctionTwo Osensors were taken out of stock and attached to the customer's Repair Order as a precaution in case they were needed; so that the repair could be done same day if need beThey were never actually installed in the customer's vehicle nor was he charged for themThe original Service Writer had a family emergency and a different Writer closed out the ticket when the customer came to pick up his vehicle and was unaware that the Osensors needed to be taken off the Repair OrderOur Service Director, Bobby [redacted] , called the customer after the fact to explain the situation and apologize.Once again, the customer was never charged for the sensors nor were they ever actually installed on the vehicle.Best Regards - Aileen [redacted] Customer Satisfaction/Human Resources Manager

We call the client today and let them know we have a check for We will either mail it or they can come and pick it upWe consider this matter closedThanks [redacted] ***