Lexus of Edison

I am rejecting this response because:
1/ As per Lexus of Edison, 2017 GX460 wasn't there available in stock on 9/22/2016! I had to WAIT for at least ONE month for the 2017 model if I wanted to accept the "Offer"! In fact, they just make up this "offer" to make themselves sounds better in some way.
2/ I spoke to both salespersons Kelvin & Tyler regarding this deal since 9/19/2016. I don't think it was simple just a "mistake "! I am sure that my GX was sold to other people for some reasons or my GX was actually never there! It might be the way how Lexus of Edison runs the business to force the customers to buy 2017 models.
3/ I wasted one hour there for waiting in Lexus of Edison on 9/22/2016! I still don't understand why they don't tell me in the very beginning so that I don't have to waste my time there! Lexus of Edison just don't care about the customers!

Review: Jan 2014- Oil change performed in my garage, engine condition very good, no fluid leaks present.

March 2014 – Recall service performed at Lexus of Edison for VVT Actuator Gear

June 2014 – Oil change performed in my garage, spotted black oil stains near the front engine cover, cleaned it up.

December 2014 – Oil change performed in my garage, spotted black oil stains near the front engine cover, cleaned it up. Prior to the oil change, oil level indicated on the dipstick would show full mark. No action taken at this point because the oil leak was not extreme.

March 2015- Received letter in mail regarding the another Recall for Fuel pressure sensor sealing.

July 2015 – Made an appointment for the Fuel pressure sensor recall, also mentioned the oil leaks observed during the two prior oil changes after the VVT Actuator Gear Recall service.

Dealership advised the following:

FRONT COVER IS LEAKING .. RECOMMENDED RESEAL $3030.00 + TAX.

Since I suspected that the VVT Actuator Gear Recall was the reason for the oil leak, I called Lexus corporate to get assistance. Corporate advised to get the car diagnosed again by the same dealer. Upon arriving to the dealership, I was charges $133.00 diagnostics fee.

Dealership advised the following: FOUND FRONT COVER LEAKING FROM FIPG SEAL AT RIGHT SIDE BETWEEN TIMING COVER AND ENGINE BLOCK. - OIL LEAK NOT RELATED TO ANY PREVIOUS CAMPAIGNS. TIMING COVER HAS NEVER BEEN REMOVED

Since I felt I was given no help from Lexus, I started to investigate the oil leak myself. I moved all the plastic covers in front of the engine to locate the place where the leak was coming from. I spotted the oil leak coming out of Timing Chain Tensioner cover. During the VVT Actuator gear recall this cover was opened to loosen the timing chain. Either the Technician forgot to put a gasket or he placed the old gasket back. This gasket only costs about $10.00. Although, I paid $133.00 for diagnostics fee, the dealership did not properly diagnose my car.Desired Settlement: I paid $133.00 for diagnostics fee, the dealership did not properly diagnose my car for the oil leak and were going to remove my engine to fix something that was not wrong with my car for $3000.00.

At this point I do not trust the dealership for any further repairs for my car, I would like to get the Diagnostics fee back and have the dealership revise the service history report, it contains false diagnostics report.

I would also like to request the service manager to look at these types of incidents in more details and provide better customer service.

I have clean pictures which shows that the oil leak is coming from the Timing Chain Tensioner cover rather than the Front Engine cover, I would like to share this with the service manager. To do this repair only Part number [redacted]($10.00) is needed.

Business

Response:

I spoke with customer and explained that the repair was 13,000 miles after an oil leak was present. I asked him to come in for me to inspect his leak. I will be seeing him next week Monday or Tuesday the 10th or 11th.

Review: I recently turned in a leased vehicle and leased a new vehicle from this dealer. The sales rep examined the car I was turning in and told me the car was "clean" and there would be no excess wear and tear. We then completed the transaction for the new car. About three weeks later I received a bill for $475 from toyota financial services for excess wear and tear consisting of scratch repairs and a new tire. I contact both The dealer and toyota financial services only to be told that the salesman didn't have the right to make that statement and that I was responsible for these charges. Both cars, the one I turned in and the new one I leased were from lexus of edison.Desired Settlement: Lexus of Edison pays for the excess wear and tear.

Business

Response:

WE HAVE ALREADY AGREED TO PAY THE FULL AMOUNT REQUESTED

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I was in the market for a car, and so I got a deal from a different dealership, after getting the deal Lexus of Edison proceeded to convince me that I should consider bringing my business to them given that they were my local dealer. I visited the dealership on Thursday and test drove the car, since it was past 7pm I was not able to take delivery because finance was not available at the moment and also they needed to install the Remote Start system in the car. So I signed all the paperwork, filled out all the finance paperwork, and even put down the deposit of $2200. They said that the car will be ready for delivery on Monday, 10/12/2015. Come Monday insurance said that they would not be able to cover the car until 10/13. I called my sale rep at Lexus Of Edison and he said okay and put that in the notes of the car. I just received a call from my sales rep at Lexus Of Edison today telling me they have sold my car to someone else because I did not pick it up yesterday and that I am not a serious buy!!! I left a deposit on the car and did all the paper work. I am not a window shopper I did everything needed at the time and was told the rest would be done at the time of delivery. Now they are telling me that I need to either change my color options or upgrade to a car with navigation to get the same color with features and specs offered and signed for.

I have a bill of sales that has everything outlined on it for what was sold to me!

My Sales Rep was Zahid Desired Settlement: I want my car delivered today and I think management needs to step up and answer my phone calls. I have been trying to get a hold of the manger and they refuse to answer phone calls. I have a serious issue here that needs be resolved. They have the same car with the only option of a navigation at this point and I am not going to pay extra for their mistake.

Business

Response:

Customer is pcking up new Vehicle 10-14-15 an is now very happy

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I bought a car from them on 3/16/2015 and wired the money to them and sent a transport truck to pick up the vehicle 2009 Toyota Highlander serial number [redacted] . I knew it had been in an accident because of Carfax and asked the dealer to verify it did not have frame damage. THEY ASSURED ME IT DID NOT.I received the vehicle in Florida and took it took a local auction and I have a report stating on April 21st that it had previous apron (frame) repair. I am seeking 3000 in loss of value or asking to have the dealer buy it back and reimburse me all expenses...so far about $1000.00 .Desired Settlement: I am seeking $3000.00 in loss of value or asking OR to have the dealer buy it back and reimburse me all expenses...so far about $1000.00

Business

Response:

Mr. [redacted] has deceided to keep the said vehicle and purchase another one to satisfy his concerns. He is happy with the outcome.

Review: I received a flyer in Nov 2014 about referral money of $250 for both referrer and referee. One of my friend bought a vehicle from Lexus of Edison during that period and submitted the flyer along with other documents. After waiting for the money for a month, I contacted the sales person. He promised me that he would look into it. After not getting anywhere by Jan 16th I contacted his sales manager. She confirmed the amount of $250, and asked me to provide my personal information and promised me that she would take care of it. Again couple of weeks passed by and the sales manager stopped responding. So, I contacted the general manager asking for help. He also promised me that he will look into it personally. He reasoned that Sales Person was not with them anymore and all the papers with him were shredded on his departure. I had to resend my information to him again. On Feb 19th I received a check of $100. I sent him email asking for rest of $150. And he also stopped responding. My Issues :

1. From Sales Person to GM, no one cares to give proper service. And not responding seems to be the mantra with this business.

2. Important papers submitted with the Sales Person were shredded creating delays, inconvenience and problems for customers.

3. They sent me at least $100, and my friend is still waiting for his money. Till someone asks for that money, I don't think they will pay him his share. Looks like it didn't even click to GM of the business that he has to pay both.

4. Harassment that customers have to go through to get referral money. Once sale is done, they behave as if they got what they want and they don't care about customers after that.Desired Settlement: I would like them to give me rest of $150. Pay $250 to my friend and apology.

Business

Response:

The correct money owed will be sent to both clients-there was a error on our part with the the sales consultant no longer employeed here and miscomunication. They should receive the money owed with 5-7 business days.

Consumer

Response:

I am rejecting this response because:

I am expecting an apology from them in addition to the money they are promising to send. I want them to understand that this could have been avoided, had they responded with responsibility when I contacted. People at three level (up to GM) showed carelessness and disrespectful behavior towards me. Even this response, they are blaming for sales person leaving company. But their act after that person left was equally to be blamed. At the end of the day, I spent lots of time trying to reach them and had to send same information again and again in addition to complain with Revdex.com. I truly believe I deserve an apology from them.

Review: I purchased a service contract with my used vehicle. I signed it on an electronic device built into a desk. It clearly states under section 3 Vehicle Service Contract Information/ Coverage Plan: If no Coverage Plan box has been checked Gold coverage will apply. The copy of the contract that I signed and have in my possession does not have any Coverage Plan box checked or x'ed , therefore Gold Coverage plan should apply. I had the vehicle repaired at a different dealer, they submitted the invoice to the Service contract company and were told that I had different coverage than what it says on my contract. After several phone calls and emails to Lexus of Edison, they emailed me a scan of their copy of the contract which has a large handwritten X in the box that says Power Train Plus. The latest response I received from General Manager William [redacted] was that he would check into the cost of upgrading my contract to gold coverage. I guess he does not understand that someone in his dealership modified the contract AFTER I had signed it.Desired Settlement: I feel that they should pay for the repairs that should have been covered under the contract ($778.40) and I had to pay for. Also, either inform UnitedAuto Care that I have gold coverage or give me a refund.

Business

Response:

I HAVE UPGRADED THE CUSTOMERS EXTENDED WARRANTY AT NO CHARGE TO HIM AS A GOOD WILL GESTURE---HE WILL BE ABLE TO SUBMIT HIS OLD REPAIR AND GET REFUNDED AS WELL.

Review: I purchased a used car from the dealer on 8/17/13 but did not have the car until 8/19. Upon leaving there were problems. I reported the issues on 8/22, to my sales person. He was supposed to get back to me in regards to service but never did so I made an appointment on 8/23 for 8/26. After almost 3 hours I was told they knew what the issue was but could not fix it under the dealer's 30 day warranty. it was not a safety issue. I had to wait for the extended warranty I purchased to become active, either on 9/1 or 9/17. I was not able to get an answer as to the exact date. I asked for a copy of all the work that was done to the car before my leaving with it and what was looked at on the day of service, 9/26. I was told I could not have them. I purchased a Honda at a Lexus dealer and the dealer did not have access to those records! I spoke with a manger on 9/29, and the agreement we came to was to get a loaner until my warranty activated and could fix the car. I was told the dealer does not want to get taken advantage of which is why they would not fix it under their 30 day warranty. I had the car for 10 days! I was never told issues needed to be safety concerns only. I was told anything at all first 30 days would be covered! I returned the car for service on 9/4. I was told on 9/16 the car was fixed. I drove up on 9/18, over an hour each way, to return the loaner and get my car back. Upon starting the car the check engine light came right on. After another 2 hours left with another loaner. I noticed my temp license plate and registration were expired. when questioned, I came to find out they were at the dealer on 9/12 and was never notified. I almost drove off with expired documents, had to ask for my plates to be put on, the registration was in the wrong name. I have been to the dealer 6 times, 2 and a half hours round trip, have lost 4 days of work, I'm paying car insurance and a car payment for a car I dont have. Everytime I call my sales rep he never calls back.Desired Settlement: I want the car fixed first of all. I have lost anywhere from $600 to $1200 in wages from the days I've lost at work. Im a single mom that cant afford to miss work and feel that the dealer should somehow compensate me for my lost pay. Granted they have done a lot of work to the car but I am behind on responsibilities now due to my lost days of work. I feel like my first 2 car payments should be made on my behalf and my car insurance paid for for the month (roughly) that I haven't had my car. Its going on 4 weeks now that I havent had my car. The total of those payments is approximately $760 which is near the lower end of my lost wages. If some kind of agreement can not be made then I will go through an attorney and fight for the dealer to pay all legal fees associated with getting out of the contract us the maximum of lost wages, gas costs and simply the aggregation of it all. I do not want to do that so I sincerely hope an agreement can be reached.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I did speak with a manager from the business. However the issue has not yet been resolved to my satisfaction yet and I am therefore not rescinding my complaint until an acceptable agreement is reached. My vehicle is once again in the hands of the business and until I either get the vehicle back in working condition or obtain another vehicle I plan on moving forward with my complaint and if necessary I will send a complaint to consumer affairs. I already obtained the paperwork but have not yet proceeded.

Business

Response:

[redacted] picked up her new Honda CRV from us today in excellent working condition. She is satisfied with the resolution.

Review: I bought a used rav4 from this dealership on Feb, 2013. This car had a crack on the front windshield which they promised to repair. After many emails back and forth, we came into an agreement that I fix it myself using vendor [redacted] and they would refund me after the fix is complete. After getting approval for the repair amount, I got it fixed using [redacted] and send [redacted] the receipt for refund. I have not heard back from them or received any payment for this repair. I have send numerous remainders, but never got any response.Desired Settlement: Refund me the cost to fix my windshield of $146.86

Business

Response:

We have issued a check in the full amount of $148.86. Not sure why he waited 2 years though

Review: My Vehicle 02 Lexus ES300 was serviced Friday Sept 6th 2013 for Check Engine light. I received a quote of full diagnosis for $125 which would be refundable if I get vehicle repaired. On full inspection it was found that Coil was needed as Engine was misfiring. Total cost of 327$. I agreed to get vehicle fixed. When I received the vehicle on Saturday Morning 9/7/2013, while driving back I found my Transmission would shift into 4th Gear only and not into over Drive (D).

I took vehicle back and upon looking at it, it would found that it needs a new Shift selector Switch and I would have to pay another 400$ some dollar to get it fixed. It was a surprising coincidence as a vehicle which is 12 years old didn't had it fail in 12 years but failed during service which had nothing to do with Transmission.

I agreed to order part and departed the service department. Upon doing further research I found that this is due to mis handling the vehicle upon test drive. The vehicle has a delicate switch that might be broken if the tester from service department might have handled the vehicle without proper care.

The vehicle is in a very good mechanical and visual condition.

Here is another person also having similar issue after having service at another Dealership not related but exactly same thing after Oil Change and was told by Dealership as Coincidence. [redacted]Desired Settlement: As mentioned above, I love my Vehicle and I have maintained it so it is in immaculate condition even with it's age and mileage of 143k. I want my vehicle to be repaired at dealership with no extra cost to me as I donot believe that error was made by us.

Their diagnosis recommended other parts of car needs to be changed like tires and spark plugs but not transmisssion shifter switch. This was working perfectly fine when I drove vehicle for service and it was broken during service even if it was not related to service. it has to be the user of the vehicle while at service station who might have caused the switch to break and malfunction.

We have high quality expectations when we are paying 100$/hr of labor at Lexus Dealership.

Business

Response:

We have addressed this case and have resolved the issue with the customer. Our general manager, [redacted] reached out to the customer and agreed to pay half of the repairs necessary to fix their vehicle. The customer is happy and satisfied with the resolution

Review: I dropped of my 2013 Lexus ES 300H on Monday, July 21, 2014 for body repair due to an accident. At the time, I was told by the service advisor [redacted] that since I was close to a service interval they would be happy to "take care of" the service for me, and that if the total amount of all work done exceeded the insurance check / quote of $1133.52, I would be informed in advance. I signed the multitude of paperwork I was provided based on the verbal discussion without my reading glasses, and was not provided a copy of anything I signed or any other paperwork.

On Tuesday, July 22, 2014, I received a call stating all work was complete. When I went to pay for the invoice, the total amount ($1607.59) exceeded the insurance check amount by $474.07, $335.59 for service including a luxury charcoal cabin filter I never asked for, and the rest for repairs that exceeded the insurance quote. When I protested these charges, I was told I had initialed papers that stated these charges, and that in order to drive home the repaired vehicle, I would have to pay in full and discuss later. After paying in full, the car was brought outside, and the car had not been repaired at all. The dealership refused to provide a refund despite no body work having been done and an invoice certifying all work was complete, and I drove home the broken vehicle given no other option.

The following day, Wednesday, July 23, 2014, the dealership apologized for the mix-up between their technicians that led to them certifying the repairs as complete. They promptly began to repair the vehicle, which I picked up the following day without issue. The dealership, after much arguing, agreed to refund the cabin filter upgrade of $150.48, but nothing else, pointing out the paperwork I had supposedly signed. They refused to refund my payment until the repairs were actually done, violating my right to inspect the repaired vehicle before final payment, or take the vehicle elsewhere.Desired Settlement: Under the Auto Repairs Deceptive Practices Regulations and the New Jersey Consumer Fraud Act, a dealer/repair shop is required to provide a copy of all documents signed and a copy of a written estimate prior to performing work, without being asked. In addition, an invoice is supposed to be based on actual body work and labor performed only when completed, not an insurance quote plus a premium. Furthermore, misleading oral statements that influence a consumer are not allowed (that service would be "taken care of" or installing a luxury filter without being asked). Finally, a consumer has a right under law to inspect a repaired vehicle before payment.

Given all these factors, I believe a 50%, if not full, refund of the amount paid is justified given the dealer's multiple violations of the New Jersey Consumer Fraud Act and Auto Repairs Deceptive Practices Regulations to compensate for the amount of time I had to take off of work and the respective hassle.

Business

Response:

I have tried multiple times to contact Mr. [redacted]--9-4-14 5:50 pm--left message--9-5-14-Mr. [redacted] was in shower--9-8-14 Mr. [redacted] unavailable....According to my records and my service manager Wayne Gross we have alreay refunded Mr. [redacted] $150.48 as a good will toward his repair. The body shop work has been completed and he requires no additonal work. I am not sure what else Mr. [redacted] is looking for. I can offer him a $100 in store credit to be used in parts or servcie and will never expire if I was able to get him live on the phone as a good will gesture.

Consumer

Response:

I am rejecting this response because:

We also returned the calls of the manager multiple times, but was always picked up by the secretary who said she would pass on the message. I finally was able to speak to the manager over the phone last week.As mentioned in my original complaint, the $150.48 refund was for a luxury cabin filter I never asked for, not as goodwill for the mess. The manager again used the terminology that they would "take care of" service for me if I returned, which is the same type of confusion that led to this mess. Even after the $150.48 refund, the dealership still has overcharged me by $323.59 from what was agreed verbally to be covered by the insurance check, and before the car was even completed, not accounting for the work time/fuel spent repeatedly visiting the dealership over an hour away. I was not provided a copy of a written estimate, a copy of the paperwork I signed, and the invoice was based on work that wasn't actually done at time of payment but was completed two days later - all violating basic NJ consumer law. I can never trust this dealership again, and should not be at a financial loss due to their unethical practices. A refund is the only realistic resolution, but I am not hopeful of such a resolution given their practices.

Business

Response:

The client did receive all his paper work and signed for his vehicle upon pick up of his car. The Client was refunded the cabin air filter as discussed. There is nothing more that we can do and I dont really understand what he is asking for since he authorized the additional repairs.

I am not an online review advocate but sometimes it's very hard not to compliment a business place like Edison Lexus. I want to thank Mr. [redacted] for his efforts on making it possible for me and get me in my dream car. I also want to thank his staff who work hard especially the sales managers. I highly recommend this dealership to everyone in my family and friends.

Review: Brought my car for service at 40,000 miles (i bought the certified pre owned vehicle at 35,000 miles or so). Was informed the tread was low and I should purchase 4 new tires. I questioned it at first saying I bought a certified pre owned vehicle. Why is it that i've only driven 5,000 miles and the tread is worn already? I was told they followed Lexus standards and this is what happens at around 40,000 miles. To avoid further aggravation I agreed to purchase the 'new' tires. Well, I ended up getting a nail in one of the tires and brought it to a local place to have it fixed. I was told the tires are worn and it appears the Lexus dealership pulled a fast one on me by having me purchase new tires and replacing with used ones. I contacted Lexus about this and was told they do not have on record that I purchased new tires only that I was advised to buy them. They only have on record I had mounts and balance done that day. Not sure what they were mounting if they did not put on a different tire. I believe you can only mount a tire when you first put it on. I paid for the tires a total of $1,287. If that was the cost for my own tires being mounted and balanced I'd hate to see the cost for a whole new set of tires from this dealership.Desired Settlement: I want my money refunded so I can go to reputable place and have new tires put on so I can drive without worry of a blowout while transporting myself and my children from place to place. Not only do I want a refund but an apology would be nice for misleading me.

Business

Response:

?Management has made numerous attempts to contact this customer and the customer will not respond or return any calls. Since the customer will not communicate with us we can not resolve any complaint/issue

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have reached out to [redacted] and have not been able to reach him. We continue to play phone tag. I have waited for a bit over a month to get new tires on my car while trying to get in touch with him. I will go and have new ones put on and will advise everyone I know by word of mouth and social media not to purchase a car from Lexus of Edison on Route 1.

Regards,