Lexus of Englewood

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Lexus of Englewood Company Contact: Aileen S Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: [redacted] Response: The dealership has gone above and beyond for the customerWe took him out of the original vehicle he purchased and put him into a newer vehicleHe is in a lease, not a purchasePerhaps he does not fully understand that he is trying to compare apples and orangesThey are two totally different entitiesPerhaps he'd like one of the pre-owned finance managers to go over his paperwork with him so he can come to a better understanding

Good Morning - The "estimate" from KBB is just that, an estimateAll vehicles have to be thoroughly inspected, in person, before an offer is made to purchaseThis goes for both trade-ins or outright purchasesBest Regards - [redacted]

Good Morning - Lexus Financial Services would never process incomplete paperworkThe contract that both Lexus Financial and we have is signed and was processed accordingly If you had re-signed a new contract, there would be a lot of reversal paperwork involved in cancelling the first deal and starting a new contractNeither we nor Lexus Financial has any evidence of a second contractBest Regards - [redacted]

Good Morning - Mr [redacted] leased the vehicle for $672/mo for mos.; he did not purchase it.At the end of the moshe has the option of turning the vehicle in or purchasing it.I'm not sure where the confusion isHe did not pay $37,000.$x 36mos= $24,192.00.Best Regards - Aileen S; Lexus of Englewood Customer Relations 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 lienholderThey assured me that the policy was cancelled within the appropriate time and a full refund will be applied to the customer's loanThe customer can call [redacted] for further information from Lexus Financial Services VSA DeptBest 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 carAll of this was explained to you several times before and after you signed your contractsThere should be no confusion at this pointBest Regards - Aileen S

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 Regards,

Good Morning - Lexus of Englewood always goes above and beyond to resolve any and all customer issues as they ariseMrand Mrs [redacted] were never told by the dealership that it was not our problemLexus of Englewood paid the [redacted] excess mileage charges at the time the car was returnedThe charge in question was actually a Disposition Fee imposed by Lexus Financial because the [redacted] ' did not lease or finance their new vehicleAs a show of goodwill, the dealership is taking care of this bill, even though it is the customer's responsibilityThe customer was made aware of this yesterday.Please feel free to contact me should you need further informationBest Regards - Aileen S [redacted] ; Customer Relations Manager, Lexus of Englewood

Good Morning - First, please let me apologize on behalf of the dealership.We were awaiting the title on the vehicle in order to obtain the Motor Vehicles for Mr***The title arrived today and we are sending the paperwork out for Mr [redacted] registration with a rushWe should have it for him before the end of the week.Best Regards - Aileen S [redacted] ; Customer Relations/Human Resources Manager

We recently purchased the Lexus we had previously leased from Lexus of Englewood. Some weeks later, we were contacted by their financing that our lease payment was late. We advised them that we had bought the car..and paid in full. This took a while, but eventually they fixed their paperwork. Because of THEIR screw up, the new plates were delayed in coming. As such, they said they'd give us a loaner for a few days until the new plates arrived. They then notified us, that day, that the didn't have a loaner. They told us to rent a car from Enterprise and that they'd reimburse us for it. We did exactly as they asked us to. When we gave them the receipt for reimbursement, they then told us there was a limit on the reimbursement ( like $30/day or so ... a price below which there were any cars to rent (let alone comparable to our car). They reimbursed us well below half the $75/day or so we spent. To their credit, they never disputed that we did all we were supposed to, and it was solely their incompetence that we were now spending time and money on. Please, avoid this place at all costs. The salesman is very nice and apologizes profusely... and blames management. I agree... they should be beyond embarrassed. As I said ..avoid this place ! Between lying and incompetence... certainly no shortage of other Lexus dealers. I rate one star...because Its not letting me rate 0.

Good Afternoon -
In response to complaint #***:
Ms*** test drove an NX prior to picking up her specific vehicleOn delivery day she arrived early and therefore was given a full tutorial on HER vehicle before she signed her paperworkShe was fully aware that she
purchased a vehicle without navigation or a sunroof. The dealership cannot be held responsbile for Ms*** going through EZPass tollsGoing through is a mistake, but 4? I spoke with her several times over the course of a few weeks and let her know that we would not be paying the fines for her negligenceMr***, our owner and principal of the dealership, never spoke with herI checked with him myselfAs far as Roadside Assistance goes, we have no control of how long they take to get to a customerShe never told us that she cancelled it, she told us that Roadside towed the car for her.
No one lied to her, no one misled her, she does not want to accept responsibility for her actionsThe dealership cannot be held liable for Ms***' negligenceBest Regards - *** ***, Customer Relations Manager

Complaint: ***
I am rejecting this response because:
Is the lease payments are based on the total price of car yes or noIf yes why my paid off on the car is $call *** financialThere for I can't get out of the car because that price is to much the car only cost right now $How can you explain that to me if I keep making lease payments on the car at the end of my lease I have paid as much as$
And the car is not mineI show the price of the car to mr frank p and Jerald the advertisement on *** the web site on the Internet
Regards,
*** ***

First and foremost, let me apologize for not responding in a timely mannerWe at Lexus of Englewood strive to ensure all guests receive a high level of customer satisfaction at all times and our good standing in the Revdex.com is important to usAs you can see from the attached RO for *** ***, the
cost of the parts did equal the $that he saw on the websiteThat did not include the labor costs, tax, etcThe detailed estimate was provided for the customer's perusal and signature before the work was completedOur Service Director, Bobby G, reached out to Mrs*** several times after the service appointment to go over the invoice but was unable to speak with her at lengthWe welcome the opportunity to discuss the RO in detail with the *** at their convenience and will, of course, reach out to them again.Regards - Aileen S; Customer Satisfaction, Lexus of Englewood

Good Afternoon - While I do understand the *** frustration, they will have to go through the proper channels to rectify the situation. This vehicle is a GS demo purchased in November of If the problem is still persisting, the customer will have to contact Lexus Corporate and they will be informed regarding the Lemon Law ProcessWe cannot, at this point, refund their moniesThepurchase occurred years ago. Best Regards - *** ***

Good Morning - I sincerely apologize that no one from the pre-owned department got back to the customer.Here is the breakdown of the deal:sales price: $14,250.00fees 695.00taxes
997.50finance chg 2,665.50total: $18,608.00The customer put $down and the rest is financedThere was nothing undisclosed

[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***, and find that this resolution is satisfactory to me
Regards,
*** ***

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 *** Best Regards - *** ***; Customer Relations/Human Resources Manager

Business Response to a Complaint
Complaint ID#: ***
Company Name: Lexus of Englewood
Company Contact: Aileen S
Company Phone: ***
Company Email: ***
Person Who Sent the Complaint: ***
Staff Member: ***
Response: The dealership has gone above and beyond for the customerWe took him out of the original vehicle he purchased and put him into a newer vehicleHe is in a lease, not a purchasePerhaps he does not fully understand that he is trying to compare apples and orangesThey are two totally different entitiesPerhaps he'd like one of the pre-owned finance managers to go over his paperwork with him so he can come to a better understanding

Good Morning -
We are awaiting the title in order to process the plates and registrationThe customer has been provided with a loaner car so as not to be inconveniencedThe loaner was brought over to him and once his plates are processed we will put them on his vehicle and
return the vehicle to him and retrieve our loaner.Unfortunately we have no control over the arrival of the title; once it arrives we will process the paperwork ASAP.
We have supplied the customer with a loaner vehicle, so we do not feel that reimbursement is appropriateWe will keep the customer apprised as to when the title arrives, until then
we cannot provide a timeframe for completionBest Regards - Aileen S***
Lexus of Englewood Customer Relations Manager

We will call Mrs*** this morning and handle this issue today!! My apologies for our extreme lack of service with our client