Lexus of Englewood

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 needed. They were simply reserved in case they were needed so as to not further inconvenience the customer by having to wait for parts to come in. We were being pro-active and with another writer taking over, there was some miscommunication. The parts were not put on, nor was the customer charged.Best Regards - Aileen [redacted]Customer Relations/Human Resources Manager

Complaint: [redacted]
I am rejecting this response because:
The problem is that you don't have the right information my tuck paid off was $15,362.92 dealer give for my tuck $12,500.
So the diference is $2,862.00 ware did you see $4.000.-$5,000. Negative and the 2009 ls was damage  like I said I call nex day not 2 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 2012  but I did not want a leather rip in driver seat   So lest be clear here no  2 weeks  nex business day  if the dealer took more than a weeek to deliver the new car that is not on me 
Regards,
[redacted]

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.

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 rash. All other damages were done by Lexus of Englewood service. They are denying fault to avoid payment.
Regards,
[redacted]

Good Afternoon - The Pre-Owned Director, Tony, reached out and spoke to the customer yesterday. It was a misunderstanding, apparently, purchases over a certain amount are taxed at a different rate. The Finance Manager was not aware of this and charged what he thought was the appropriate amount....

The $900 charge is the difference. We will take care of it on behalf of the customer and have his motor vehicles processing expedited.Thank you - Aileen S[redacted] Customer Relations/Human Resources Manager

The rims were damaged when the vehicle was brought in.
We repaired them at our cost; which was done as a courtesy. 
We are not responsible for replacing rims that were damaged by the customer.
 
Best Regards - Aileen S[redacted]

It is my understanding that Lexus Financial Services mistakenly sent the refund to the incorrect lending facility. When 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 Morning - Lexus Financial Services would never process incomplete paperwork. The 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 contract. Neither we nor Lexus Financial has any evidence of a second contract.Best Regards - [redacted]

Good Morning - 
While I do understand the [redacted] frustration, if they truly believe their vehicle is defective, there are steps they will need to take.
I suggest that they take the car into service once more. If they feel that the vehicle is still not functioning as it should,...

they can call lexus corporateand they will be told what the procedure is to proceed.
 
Best Regards - 
[redacted]

Good Morning - 
Lexus Financial Services would never process incomplete paperwork. The 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 contract. Neither we nor Lexus Financial has any 
evidence of a second contract.
Best Regards - [redacted]

We really have no response the client purchased the car knowing exactly what kind of condition it was in. After owning the car for almost 18 months he desires us to pay for something that was not evident upon delivery. I really do not know what to say. Tim Horn

I am rejecting this response...

because:
I bought the car because I was told it was Lexus certified and that in the certification process it had undergone rigorous 120 point inspection. The reason it took 18 months for me to realize that there was a crack on the headlamp assembly because I naively  ignored the occurrence of moisture which even though I first noticed in a couple of months after the purchase, yet did not get it checked up until the halogen light had burned out. I took the car to lexus authorized service center to replace the bulb and also inquire about the collection of moisture and at that visit I was told it has a crack inside. Note that the burning out of the halogen bulb made the moisture a permanent occurrence and earlier when the bulb was functioning the heat from the bulb actually dried up the moisture clean. This is the reason why I innocently overlooked the possibility of a existing crack on the headlamp assembly up until the bulb had burnt out and that was near about 18 months after purchase. And the other strong reason being that I had full trust on the pre-owned sales department at Lexus of Englewood at the time of the purchase to be under the impression that I bought a car that is thoroughly inspected and certified and therefore it did not occur has a remote possibility in my mind that there is a crack inside the headlamp assembly. I have already explained the above clearly and in person to the sales office of Lexus of Englewood when I had visited them to seek remediation.  I did not purchase the car with knowledge of a crack inside the headlamp nor I was told by the sales team there is one inside. The head lamp looked fine and when I purchased there was no moisture and the halogen lamp was burning bright and as good as new.

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 response to complaint #[redacted]:Ms. [redacted] test drove an NX prior to picking up her specific vehicle. On delivery day she arrived early and therefore was given a full tutorial on HER vehicle before she signed her paperwork. She was fully aware that she purchased a vehicle...

without navigation or a sunroof. The dealership cannot be held responsbile for Ms. [redacted] going through 4 EZPass tolls. Going through 1 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 negligence. Mr. [redacted], our owner and principal of the dealership, never spoke with her. I checked with him myself.As far as Roadside Assistance goes, we have no control of how long they take to get to a customer. She 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 actions.The dealership cannot be held liable for Ms. [redacted]' negligence.Best Regards - [redacted], Customer Relations Manager

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 experience. That aside, I was told that oxygen sensors were already replaced and I would have to pay $480 for parts and labor. Had 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 $660 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 day. That 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 done. He later threatened me that he simply would put back the bad parts and let me drive away. that is unethical, on safe and extremely poor customer service. Moreover, it shows that Lexus of Engelwood has no idea what it's doing or saying to its customers.    
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 vehicles. The 2011 RX450H uses synthetic oil, which means the oil is replace every 10,000 miles not every 5,000 miles, the...

maintenance warning light  is an indicator to the owner to service their vehicle, this is to ensure the safety an reliability. In lieu of customer satisfaction Lexus of Englewood will be more then willing to refund the amount of $139.63. Mr. [redacted] has been our customers since 2004 and hope we can continue do business with him. I do apologize if this has been any inconvenience to Mr. [redacted]. Sincerely,   [redacted]

It is my understanding that Lexus Financial Services mistakenly sent the refund to the incorrect lending facility. When 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 Morning - Lexus of Englewood always goes above and beyond to resolve any and all customer issues as they arise. Mr. and Mrs. [redacted] were never told by the dealership that it was not our problem. Lexus of Englewood paid the [redacted] excess mileage charges at the time the car was...

returned. The charge in question was actually a Disposition Fee imposed by Lexus Financial because the [redacted]' did not lease or finance their new vehicle. As a show of goodwill, the dealership is taking care of this bill, even though it is the customer's responsibility. The customer was made aware of this yesterday.Please feel free to contact me should you need further information. Best Regards - Aileen S[redacted]; Customer Relations Manager, Lexus of Englewood

Mr. [redacted] - As you are aware...when you first came in you purchased a 2009 IS and traded in a truck that was out of equity by $4000-$5000. This amount was rolled into the sales price of your IS.2 weeks later you decided you did not like the IS and we put you into your currant vehicle; which was 1)more expensive than the 2009 IS, 2)the inequity from the 2009 then had to be rolled into the new vehicle. This is why you were put in a lease rather than a purchase (to keep your payment manageable). Your lease payments are $672 x 36 mos., which equates to $24,192. 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

We call the client today and let them know we have a check for 530.00. We will either mail it or they can come and pick it up. We consider this matter closed. Thanks [redacted]