Lexus of Englewood

Good Morning - The "estimate" from KBB is just that, an estimate. All vehicles have to be thoroughly inspected, in person, before an offer is made to purchase. This goes for both trade-ins or outright purchases. Best Regards - [redacted]

[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 time. In addition, when we received that delayed bill, we were told to disregard it because we did not owe it. In the end, we appreciate that Lexus of Englewood was able to do the right thing and resolve this issue.
Regards,
[redacted]

AS of today customer credit carded was refunded the monies.  It will take  48 hours of reflect on the  credit card account. We are  very sorry for any inconvenience.

Mrs [redacted]'s account is satisfied and paid in full. Please let me know if we can do anything to assist with this client. Thanks [redacted]

Complaint: [redacted]
I am rejecting this response because:
Yes the dealer went above and beyond only to inflate the price of the vehicle for tounsend of dollars . The riginal vehicle was not ready for  sale to the public; why. It was not checkup to see if everything wears working  head light shut off in 15 minutes bein on driver side mirro loose to the point tha the wind of 45 mph will push it to the door and leather sit was dirty and riped . Thas why I started to look at this dealer different  so nex day I call salesperson but I was a Sunday. 
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 - Mr. [redacted] leased the vehicle for $672/mo for 36 mos.; he did not purchase it.At the end of the 36 mos. he has the option of turning the vehicle in or purchasing it.I'm not sure where the confusion is. He did not pay $37,000.$672.00 x 36mos. = $24,192.00.Best Regards...

- Aileen S; Lexus of Englewood Customer Relations Manager

Good Afternoon-
Ms. [redacted] is reaching...I know all about the situation, from both Chad and Ms. [redacted] herself. Chad had her email the tickets and brought them to my attention. After speaking to both Chad and Ms. [redacted], we came to the conclusion that the tickets were not obtained through the Dealership's negligence. As I said, going through 1 EZPass toll could be construed as a mistake, going through 4 or 5 is total negligence on the driver's part. We cannot possibly be held liable. When Ms. [redacted] claimed that our owner & dealer principal, Mr. [redacted], promised to pay them I spoke to him. He had not spoken to Ms. [redacted] at any point, therefore, did not promise to pay. I am not lying, nor is Mr. [redacted], it's Ms. [redacted]' story in regards to the Roadside Assistance that has changed. We take our customer's level of satisfaction very seriously and bend over backwards to ensure it. We cannot, however, be held accountable for instances that are out of our control or for driver error.
While I do feel for Ms. [redacted]' situation, it is a situation that she put herself in and her accusations and insults need to stop.
Best Regards - [redacted], Lexus of Englewood

Good Afternoon-Ms. [redacted] is reaching...I know all about the situation, from both Chad and Ms. [redacted] herself. Chad had her email the tickets and brought them to my attention. After speaking to both Chad and Ms. [redacted], we came to the conclusion that the tickets were not obtained through the Dealership's negligence. As I said, going through 1 EZPass toll could be construed as a mistake, going through 4 or 5 is total negligence on the driver's part. We cannot possibly be held liable. When Ms. [redacted] claimed that our owner & dealer principal, Mr. [redacted], promised to pay them I spoke to him. He had not spoken to Ms. [redacted] at any point, therefore, did not promise to pay. I am not lying, nor is Mr. [redacted], it's Ms. [redacted]' story in regards to the Roadside Assistance that has changed. We take our customer's level of satisfaction very seriously and bend over backwards to ensure it. We cannot, however, be held accountable for instances that are out of our control or for driver error.While I do feel for Ms. [redacted]' 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 understand there is a wait time, but everybody keeps telling me its 4-6 weeks or 4-8 weeks and it has been going on 11 weeks now, thats my point.
Regards,
[redacted]

To Whom It May Concern - 
The contract we have in Mr. [redacted] deal folder from 2014 matches the contract that Lexus
Financial has for him. We 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 agreement. The original contract would have had toof been unwound and all new paperwork redone. Neither we, nor Lexus Financial, has any record of this
2nd contract.
Best Regards - 
[redacted]

Good Afternoon - 
In speaking with Lexus Financial Services, they explained that the contract has been cancelled. When 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 4-6 weeks...

for the payment to be processed through USAA. I apologize for any miscommunication or misunderstanding that may have transpired. Please feel free to call me directly at [redacted] 
Best Regards - [redacted]; Customer Relations/Human Resources Manager

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. [redacted]. The title arrived today and we are sending the paperwork out for Mr. [redacted] registration with a rush. We should have it...

for him before the end of the week.Best Regards - Aileen S[redacted]; Customer Relations/Human Resources Manager

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 - This was a total misunderstanding. There was water found in the gas tank. The gas tank and lines were cleaned and flushed; and regular gas was put into the system. When this sort of incident occurs, the O2 sensors usually malfunction. Two O2 sensors 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 be. They were never actually installed in the customer's vehicle nor was he charged for them. The 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 O2 sensors needed to be taken off the Repair Order. Our 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

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]

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

To whom it may concern - 
$672.00 x 36/mos. = $24,192.00. 
$24,192.00  is what you will pay for the term of your lease. You are not paying $37,000.00
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 $37,000.00
 
Best Regards - Aileen S

Good Morning - We are awaiting the title in order to process the plates and registration. The customer has been provided with a loaner car so as not to be inconvenienced.The 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 appropriate. We will keep the customer apprised as to when the title arrives, until then we cannot provide a timeframe for completion.Best Regards - Aileen S[redacted]Lexus of Englewood Customer Relations Manager

Good Afternoon - 
Mr. [redacted] came in to our Service Dept. and admitted to Mike R[redacted] that he had damaged the rims himself. 
We, as a show of goodwill, refurbished the rims at our cost. We will not be replacing rims for Mr. [redacted].
 
Best Regards - Aileen S[redacted];...

Lexus of Englewood Customer Relations