Lexus of Madison

Good Afternoon,The guest in question did visit with me and my sales manager, [redacted] , on Friday 12/26/and voiced their opinion of what transpired and how they felt about the process They did view the car before delivery as they went through an entire tech delivery for close to an hour prior to leaving the dealership They did not mention anything at that time in regards to the interior color Attached is them asking us to hold that specific vehicle for them and they did test drive a similarly equipped interior vehilce prior to deciding on purchasing this vehicle On Friday, [redacted] did explain to them that the light grey paneling is no longer available in the new models The light Parchment paneling only comes with parchment leather and the light grey and black leather seating only comes with black paneling We do get written confirmation prior to doing a dealer trade (what we did for this client) or do a specific order so these instances do not occur However, They did mention they have another vehicle they can trade if she wishes to get a parchment interior which is the only light interior paneling Lexus offers in the ES [redacted]

Good Afternoon,The guest in question did visit with me and my sales manager, [redacted], on Friday 12/26/2014 and voiced their opinion of what transpired and how they felt about the process.  They did view the car before delivery as they went through an entire tech delivery for close to an...

hour prior to leaving the dealership.  They did not mention anything at that time in regards to the interior color.  Attached is them asking us to hold that specific vehicle for them and they did test drive a similarly equipped interior vehilce prior to deciding on purchasing this vehicle.  On Friday, [redacted] did explain to them that the light grey paneling is no longer available in the new models.  The light Parchment paneling only comes with parchment leather and the light grey and black leather seating only comes with black paneling.  We do get written confirmation prior to doing a dealer trade (what we did for this client) or do a specific order so these instances do not occur.  However,  They did mention they have another vehicle they can trade if she wishes to get a parchment interior which is the only light interior paneling Lexus offers in the ES350.   [redacted]

To Whom It May Concern,When this client bought the vehicle the was listed as AS IS and a state inspection was done on the vehicle.  Client had some steering issues and rode rough so we took the vehicle back after several weeks to inspect the vehicle.  We gave the client a brand new Lexus...

to drive while we had the vehicle.  Client wanted us to keep the vehicle for a longer period and we also said we would send it to a GM dealership to also have them inspect the vehicle.  We could not duplicate the issue and found the vehicle to be in good working order.A few week later the vehicle arrived back to the delaership and we kept for a little over two weeks becuase the new complaint was it stalled several times and the brakes went out.  All systems checked out and we kept the vehicle longer and had some technicians to review the problem but could not duplicate the issues again.  the client also got to drive a Lexus for a loaner vehicle during this time frame.We have agreed to pay the additional costs of service bills, pay the vehicle off at her lender and all taxes associated with the registering of the vehicle.   Regards, Todd C[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] Businesses like Lexus of Madison should not be out to take money from people that can't afford to lose it. I hope they don't put anyone else under this stress and I will do my best to let people know they lie and cheat people out of money for their mistakes. Very unorganized dishonest dealership.

To Whom It May Concern,I just saw this complaint today and we were already in the works as to solving the clients issues.  We have committed to fixing the vehicle even though some of the parts that failed were not due to workmanship at time of inspection.  The vehicle is AS IS however we...

are committed to customer satisfaction.  The vehicles issues are being fixed and the customer should have full resolution in a few days.  If any future issues that occur to the vehicle are the sole responsibility of the owner or the dealership currently fixing the problem.thanks For Your Consideration, [redacted]
[redacted]Lexus of Madison

We were looking to purchase a used vehicle. I contacted dealership and discussed a specific van. Specifically asked anything wrong with it. He said no. They even sent pictures. I told him we lived 3 hours away. We decided to go. We test drove the vehicle. The check engine light came on quickly. It was 90 degrees outside and the van had no air conditioning. We drove 3 hours for a worthless 10 minute test drive.

Review: I purchased a Buick Rainier from lexus of madison. Had several issues with the vehicle and they finally decided to give me my money back the only problem is they said they will only pay what I paid for the vehicle which is 7500 and the loan payoff is 8000 and adding with interest. that doesnt include the 2 payments of 148.90 ive made and the 200 I put down towards the vehicle. im a single mother of 2 very young children and cant and shouldnt have to pay for the taxes and fees of this vehicle. the dealership has had the vehicle longer than I had it. they have put me under so much stress its unacceptable. I was also paying for full coverage insurance when it was there almost the whole 3 months I owned it. they gave me loaner cars both times they had the buick and this recent time as of now I am driving a loaner that has expired plates, they expired in may.Desired Settlement: I would like to have the loan paid in full and be reimbursed for the payments ive made and the 200 I put down. I want this behind me and want to get another vehicle that is safe.

Business

Response:

To Whom It May Concern,When this client bought the vehicle the was listed as AS IS and a state inspection was done on the vehicle. Client had some steering issues and rode rough so we took the vehicle back after several weeks to inspect the vehicle. We gave the client a brand new Lexus to drive while we had the vehicle. Client wanted us to keep the vehicle for a longer period and we also said we would send it to a GM dealership to also have them inspect the vehicle. We could not duplicate the issue and found the vehicle to be in good working order.A few week later the vehicle arrived back to the delaership and we kept for a little over two weeks becuase the new complaint was it stalled several times and the brakes went out. All systems checked out and we kept the vehicle longer and had some technicians to review the problem but could not duplicate the issues again. the client also got to drive a Lexus for a loaner vehicle during this time frame.We have agreed to pay the additional costs of service bills, pay the vehicle off at her lender and all taxes associated with the registering of the vehicle. Regards, Todd C[redacted]

Business

Response:

To Whom It May Concern, We have attached the state inspection and the buyers order that reflect the vehicle was AS IS and the customer knew it was an AS IS vehicle at the time of purchase. We have had third party mechanics look at it as well kept it for an extended period to ensure the vehicle was quite safe. In fact, since we have bought the vehicle back we have not seen an issue with the vehicle nor could we ever duplicate the problem. The loaner vehicle was provideded no cost to address the customers concerns but once we decided to buy the vehicle back so our guest could purchase a new one we asked to get the vehicle back. The guest did not want to return the vehicle as it was an inconvenience to them which is understandable since they had to unpack all the camping gear in it. The registration was renewed for that vehicle on 05/19/2015 and it was out on loaner to them from 06/10/15 to 07/11/15 and approximately 1418 miles was driven on it during that time frame. We have paid off the vehicle including the taxes and registration and feel we have met our responsibilities above and beyond. Respectfully Todd C[redacted]Lexus of Madison

Consumer

Response:

Review: On Jan.31st,2015 my husband and I purchased with financing the dealership provided, a 2006 Ford Expedition [redacted] from Lexus Of Madison in Wisconsin. The vehicle was listed for sale on cars.com. I live in [redacted], so before I would make a 5 hour trip on a used vehicle, I had a lot of questions. I directed those questions to [redacted] the dealership used car salesman and [redacted] who is a part of the management team at Lexus of Madison. I request all the history on the vehicle and what if anything did they have to do to the vehicle before able to sell it. The vehicle was worked on by the head mechanic of Lexus of Madison. There was an engine intake leak and that was repaired by Lexus of Madison. Lexus of Madison mechanic must have been unfamiliar with fixing Fords, because he put everything back together wrong. An very important wire harness that is a part of the intake system was placed over the engine when it had to go under in a designated spot and because of that being in the wrong spot it set off a network of engine codes. [redacted] the service manager with Lexus of Madison was finally reached about the problems and he told my husband and I to take it to the nearest Ford dealership in [redacted] and we took it to [redacted] at [redacted] took our vehicle in and had their top Ford certified mechanic diagnose our vehicle we purchased from Lexus of Madison and for several day he made contact with [redacted] service manager of Lexus of Madison. [redacted] approved the fix because Ford was able to provide a detailed analisis to [redacted] of the damage that occured because their mechanic did not put parts back in the right place. after a week [redacted] finally paid Ford in [redacted] for repairs and we were allowed to pick up our vehicle. One to one and a half weeks later the engine light came back on and the vehicle continued in the same manner once again, unsafe to drive, putting my family in harms way while driving it. The Expedition was brought back to [redacted] and because of the inproper work originally done to the vehicle by Lexus of Madison interior parts that cannot be seen by the eye and it had to be driven some to make sure it was fixed, but indeed it was not because the improper fix done by Lexus of Madison and then letting us risk our families life to drive 400 miles back to [redacted] with the vehicle, gave the vehicle just the right amount of driving time for the improper placed parts to start to malfunction and cause vehicle to be undriveable. Because Ford put the improper parts back in the right locations and put in the new parts that were damaged and ran it and then we were allowed to come get it, we didnt have it but a week and engine light came back on and vehicle became undriveable and again the work that FORD corrected that Lexus of Madison had done wrong to the vehicle had been finally driven just long enough for Ford to now also see internal parts also were harmed from the original improper word done to the Expedition intake before sold to us, by Lexus of Madison. They should NOT have took in a trade vehicle they new nothing about fixed it poorly and wrong position of wiring intake harness and sent my family on a 400 mile journey home where the vehicle could have left us stranded in high traffic situations in chicago and plkaced my family in harms way, and the salesman and staff should not have hid facts about this vehicle from my family when asked, just to sell it and stick my family with a LEMMON. They need to make this inappropriate and unprofessional sale of a misrepresented and defective vehicle for TOP dollar as if it was spotless and in good running condition and well maintained and buy it back for what is OWED due to they selling an inferior product and representing it otherwise, including misrepresenting a warranty package I requested I wanted and gave me far less in coverage than I asked for. The vehicle is back at the [redacted] Dealership in [redacted] and cannot be safely driven without it causing the vehicle to get worse and totally break down "JUNK" It now needs an additional $5,200 and the vehicle is only worth $10,000 and we owe more than its worth because we financed a warranty package with the vehicle and the warranty was even misrepresented and we got a lot less than we asked for!~!!!!!!!!Desired Settlement: They buy back the vehicle by paying off the loan to Summit Credit Union in Wisconsin and Take the vehicle BACK! $13,518.00

Business

Response:

To Whom It May Concern,I just saw this complaint today and we were already in the works as to solving the clients issues. We have committed to fixing the vehicle even though some of the parts that failed were not due to workmanship at time of inspection. The vehicle is AS IS however we are committed to customer satisfaction. The vehicles issues are being fixed and the customer should have full resolution in a few days. If any future issues that occur to the vehicle are the sole responsibility of the owner or the dealership currently fixing the problem.thanks For Your Consideration, [redacted]Lexus of Madison

Review: My husband and I leased a car (2015 Lexus ES 350) from Lexus Madison on 12/20/2014. We were misled and pressured by a sale person ([redacted]) to sign off all paperwork before we were even offered a chance to look at the car we were leasing. On our way home, we realized that the color of interior (all black except seats) was not what we expected. We emailed the sale person ([redacted]) immediately after we got home (about one hour after we left the dealer) and we asked [redacted] if we could get a car with light color interior we expected. However, [redacted] was not offering any solutions to the problem. Instead, he told us the car we got was the one we asked him to hold for us. The fact is that he NEVER told us any specific description of the car we were getting. We trusted him we were going to get a car we wanted because we made it very clear to him multiple times that we wanted a car with silver exterior and light color interior. Also, Lexus Madison stated on their website that they will go above and beyond to meet exact expectation of their customers. Our experience is totally opposite.Desired Settlement: We expect Lexus Madison to get a car we specified multiple times, that is silver exterior and light color interior (i.e., light color on doors, front, and seats).

Business

Response:

Good Afternoon,The guest in question did visit with me and my sales manager, [redacted], on Friday 12/26/2014 and voiced their opinion of what transpired and how they felt about the process. They did view the car before delivery as they went through an entire tech delivery for close to an hour prior to leaving the dealership. They did not mention anything at that time in regards to the interior color. Attached is them asking us to hold that specific vehicle for them and they did test drive a similarly equipped interior vehilce prior to deciding on purchasing this vehicle. On Friday, [redacted] did explain to them that the light grey paneling is no longer available in the new models. The light Parchment paneling only comes with parchment leather and the light grey and black leather seating only comes with black paneling. We do get written confirmation prior to doing a dealer trade (what we did for this client) or do a specific order so these instances do not occur. However, They did mention they have another vehicle they can trade if she wishes to get a parchment interior which is the only light interior paneling Lexus offers in the ES350. [redacted]