Lexus of Englewood

Good Afternoon - Mr. [redacted] payoff to [redacted] was sent out via fedex (tracking number [redacted]) on 2/7/18. A check for the payment that [redacted] deducted from Mr. [redacted] will be sent directly to him. I sincerely apologize for the delay in processing this payoff...

but it has been taken care of.Thank you - Aileen S[redacted]; Customer Relations Manager/Human Resources Manager - Lexus of Englewood

Good Afternoon. In regard to the above-mentioned complaint number, Lexus of Englewood has been in direct contact with Ms. [redacted] and the issue has been amicably resolved.
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Regards;
[redacted]
Customer Relations Manager
"Where we define value and exceed your expectations"

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 customer. We took him out of the original vehicle he purchased and put him into a newer vehicle. He is in a lease, not a purchase. Perhaps he does not fully understand that he is trying to compare apples and oranges. They are two totally different entities. Perhaps 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.

pLEASE SUPPLY YOUR NAME AND CONTACT INFO SO I CAN INVESTIGATE AND PROMPTLY REFUND ANY  MONIES DUE YOU.  yOU CAN REACH ME  AT ###-###-####. tHANKS

Review: I purchased a vehicle on 7/13/2015 from Lexus of Englewood. Lexus of Englewood was supposed to fax over the proper paperwork to my insurance company so that I would not lose my full coverage on the vehicle. I have now had the car for over three months and every time I call the dealership to have them fax the proper information to my insurance they tell me they will look into it and call me back and never do. It is now 10/27/2015 and it is still not done. When I call they transfer me to a voicemail no matter how many times I say I want to speak to live person. When I ask for manager they tell me that there is no one there to help me. When I walked in the dealership to buy the car they were more then willing to help me. I would not recommend this dealership to anyone. They only care about making money off of you. If you have issues after you purchase the car they don't car. Even when I bought the car I had to call on the day my temporary tags expired to find out if my license plates came in, they did not reach out to me once.

Business

Response:

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

Review: 1. On May 3rd, the sales representative [redacted] offered more money for my trade-in 2008 VW Jetta was promised. (not $5,000.00 which is the amount Lexus sold it to wholesaler for) The car was shipped to an auction without my consent and I have the title.

2. On May 3rd, I was offered $489.00/mo., then $539/mo. when I added the navigation system-which I didn't need. After calling to find out what the status was and why I hadn't gotten any paperwork the monthly payments were changed on May 8th by [redacted] (Director of Finance)

3. No paperwork was given when I drove off with the Lexus. I waited a week for [redacted] or [redacted] to get back to me on the financing. When I showed up at the dealer [redacted] explained what my options were:

1) getting a less expensive car

2) putting more money as down payment } I declined all these options on May 8th and requested by Jetta to be returned to me.

3) higher monthly payments

3. The first month's insurance was never paid by Lexus which was agreed to on May 3rd - [redacted] agreed to this.

4. By the time [redacted] (Manager) spoke to me on May 9th or so, I didn't want to do business with Lexus and have been waiting for the return of my Jetta ever since.

It is now May 22nd and no car in sight. None of the terms I agreed to were met and dealer sales team and representatives have been lying consistently to me. No one returns my calls.Desired Settlement: I would like my VW Jetta returned to me and I would like to return the Lexus as soon as possible. I have been waiting since May 3rd for a response from the dealer and no one has an answer for me.

Business

Response:

ALL ISSUES HAVE BEEN RECTIFIED

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: With my existing lease on my 2011 model ES350 Lexus approaching termination in July, a new lease with this dealership on a new 2015 model was agreed upon with dealership satisfying the April thru July payments on the turned in vehicle. A series of mishaps occurred which proved unprofessional and lack of concern. I am now being billed from the finance company of the turned in vehicle including a late fee. A phone call verified that Lexus of Englewood did not honor the contract. A series of calls were made to the managers and my salesman with no return calls extended to resolve the issue. My excellent credit score is now being compromised and there seems to be no indication that they will resolve this matter.Desired Settlement: I would request that this dealership honor the agreement as stated and pay what was promised before the next payment of May 20th so that an additional late fee is not imposed or my payment indicating delinquency. This would satisfy my faith in this transaction and reduce my stress.

Business

Response:

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]

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: LEXUS of Englewood sold me a pre owned 2010 Lexus RX 350 with the assurance that it had no defects and that is a certified car. The car has a history of a prior accident on the car fax and when I first saw the car at their dealership the front bumper had separated from the body on the right side. I was told it was only a minor issue with the front bumper going back to that accident and if I buy the car that day they will fix it in a week. I was totally convinced by the sales manager Michael [redacted] and sales agent Ely [redacted] that it is only a minor issue with the bumper and that they will fix the car as good as new if I purchased it that day. So I did and a week later I brought the car to the dealership for the promised bumper repair. A few days later I picked up the car. The bumper was repaired by hot fusing the bumper anchor to the car's body. It was clearly visible to naked eye that it was the cheapest way of repair that could have been done. After paying $40,000 for the car I should have got better but with the assurance that the car was Lexus certified. The sales manager Michael [redacted] convinced me that it is only a cosmetic aberration and the fact that the car has been certified by Lexus, I shouldn't be worried. To my folly I was gullible once again and drove my way. Only a few month later the headlamp on the left side (the side on which bumper had fallen off) started to gather little moisture occasionally. The moisture was visible only after the car had been wet. And it also dried up soon if the car stayed dry. During that time I had been to a scheduled maintenance at Lexus service center and forgot to mention this due to the fact that day and days leading up to the service date the head lamp was dry. After a few more months the light bulb burned out and then the moisture no longer dried up. This is due to now obvious fact of lack of heat.When I took the car this time to service and have them change the burnt out bulb, to my utter shock I was told there was a crack in the headlamp assembly.Desired Settlement: Lexus of Englewood sold me a car with cracked headlight assembly. They have denied responsibility and refused to own up to the fact that they sold me a car that had a underlying problem. I have been to their dealership several times and reasoned with them. The head lamp of the Lexus vehicle has a powerful bulb and when it is lit it creates sufficient heat to dry up the moisture inside the assembly so it took a while for me to discover. The headlight assembly needs replacement.

Business

Response:

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

Consumer

Response:

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.

Review: On Friday, February 14, 2014 I received a phone call from the dealership that they were having a sale. I was in the market for a vehicle so I stopped by Lexus of Englewood later that evening. I had purchased a previous vehicle at that location. I did see a vehicle that I was interested in but we were not able to agree on a price. I was going to do some shopping around the next day before I made a decision. Saturday morning I went to two other dealerships at which I was already writing a contract for a different car. During this time I received numerous phone calls from Lexus of Englewood enticing me to come back. Nevertheless, I did like the vehicle at thier dealership. I was told to give them a $500.00 to secure vehicle until Monday as it was late in the day. I did give them a credit card over the phone as requested. Sunday, I was browsing through a website that they had suggested I look at and found the vehicle they were selling me at a lower price. On Monday, February 17, I called Lexus corporate to find out what the policy was regarding advertising. I was unable to reach anyone as it was President's Day. I went to dealership as agreed. I approached my sales person regarding the advertisement that I had seen the day before. He explained that he could not change the price of the vehicle. I requested to speak to any manager regarding the matter. No one ever came out to address the issue!!! I proceeded with the purchase as I had already given them a $500.00 deposit. I was extremely upset that they actually ignore the fact that they were selling me a vehicle for more than they advertised it. Lexus corporate returned my call that Tuesday. They were able to get a hold of[redacted] one of the managers. At that time, he agreed that what they had done to me was wrong. He assured me that they would refund me the difference. A month has transpired and I have not received anything. I have made numerous phone calls to no avail. They are ignoring meDesired Settlement: I feel they should be exposed for false advertising!! They should honor their advertised prices.... Consumer fraud.

I also feel they should reimburse me $ 1090.00 they told me they would and never did.

Business

Response:

pLEASE SUPPLY YOUR NAME AND CONTACT INFO SO I CAN INVESTIGATE AND PROMPTLY REFUND ANY MONIES DUE YOU. yOU CAN REACH ME AT ###-###-####. tHANKS

Review: My wife and I leased 2 RX350s from Lexus of Englewood on May 2, 2015. We also traded in 2 previously leased cars. The trade-ins were a Mercedes C300 and the other was a 2012 Lexus RX350 we had leased from this same dealership. We made an agreement with Lexus to trade in both cars. The agreement at the time of purchase was for Lexus to purchase the Mercedes C300. The sales person and myself called Mercedes and received the payout balance to purchase the car which was about $34,000. After completing the sale my wife and I found out that Lexus in fact did not purchase the Mercedes C300 but rather they returned the C300 to the Mercedes dealership and requested the total number of payments to pay the balance of the Mercedes lease. This was a significantly less amount (about $9000) instead of the $34,000 to purchase the car. it took Lexus a month but they sent a check to Mercedes for a little over $8000 which was short by one car payment of $575. I was contacted by Mercedes on June 25, 2015 requesting an amount of $1211 which included a missing monthly car payment of $575. I contacted Lexus the same day and their sales manager, Frank [redacted], contacted Mercedes and told them a check would be mailed out that day. On July 9, 2015 I was contacted again by Mercedes that a check was not sent. I called Lexus once again to resolve the matter of the missing payment for $575 which is included in my contract with them (they agreed to make all remaining payments on the mercedes). The sales manager, Frank [redacted], told me he would take care of the matter that day and didn't know why Lexus had not paid. I was again contacted by Mercedes June 20, 2015 and this matter was unresolved. I have contacted 2 managers and Lexus corporate (they don't get involved in sales issues with the local dealers). I don't know what else to do short of suing this company for breach of contract. I wish Lexus to pay their agreed upon payment of $575 to Mercedes as soon as possible. Thank youDesired Settlement: The solution here is for Lexus to pay the missing payment of $575 to Mercedes and ensure that my credit is not negatively impacted. It is now 3 months and I'm still dealing with this headache.

Business

Response:

We have agreed to pay the client 546.25 for the payment in question. This matter is now closed. Please contact me if anything else is needed.

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: Despite multiple request of adding to the non-contact list, we keep receiving unwanted advertising from the dealership. The dealership claims that it sold our personal information to the third party providers they do not have control over. the distribution lists.Desired Settlement: Delership to refrain from contacting us by any means including but not limited to contacting us via mail, e-mail or telephone.

Business

Response:

We will remove this client from all of our databases today.

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.

Regards,

Review: I put 1405 dlollars down on a new car. My credit was declined and despite repeated promises, including a written assurance my refund was being processed, it has not been received.Desired Settlement: I want my money refunded immediately. It is now 2 weeks since they charged my credit card and 10 days since it was supposedly sent for processing. [redacted] states nothing has been received and will be processed immediately.

Business

Response:

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.

Consumer

Response:

[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.]

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,

Review: I leased a vehicle from Lexus of Englewood on Dec 26 and traded in my existing vehicle as part of the deal. The vehicle I traded in was an Audi A4 with an outstanding lean from Bank Of America. I signed over the title to Lexus of Englewood with and outstanding Lean from Bank of America. Lexus is to pay off the existing loan as part of the trade. We are approaching two months since my purchase and my bank, Bank of America has not been contacted by Lexus to pay off the loan. I still have the loan in my name for a vehicle I traded in 2 months ago to Lexus. I have called the manager, financial person and multiple sales people for help with this situation. No one had gotten back to me and I need this to be resolve immediately, as I am paying for a car I no longer own.Desired Settlement: I need Lexus of Englewood to contact Bank of America and pay off this loan.

Business

Response:

Good Afternoon the complaint filed by [redacted] has been satisfied. We have paid off her loan to Bank of America. This issue is settled. Please contact me with any questions. [redacted] ###-###-####

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 interested in purchasing a Lexus vehicle on 7/11/14. I went over the details of the vehicle with the salesman ([redacted]) and we agreed the purchase was pending my wife's approval and the appraised value of the vehicle which I would be trading in. The salesman asked me to leave a good faith deposit of $500 which he reassured me was completely refundable. On the contract he noted all this. The next day my wife went in but did not like the vehicle, to which Mr [redacted] stated my money would be refunded. I emailed Mr [redacted] on 7/16 to let him know that the charge had erroneously gone through to my credit card, to which he replied that he would look into it. I emailed him again on 7/26 that the charge had still not been reversed. He called me and stated that he took care of the problem and that the money would be refunded within a few days. 2 weeks later, with the money still not refunded, my inlaws who live close to the dealership visited in person and sat down with Mr [redacted]. He stated that he was not sure why the problem was still not resolved, that he would take care of it, and wrote on my copy of the agreement (which he still had in his possession until that time) that the money would be refunded within 10 days.Desired Settlement: Full refund of my deposit as agreed

Review: On July 23, 2014 I purchased a certified pre owned lexus RX 350. In less than 2 weeks the car's tranmission blew plus they sold me a car they di dnot have a title to. It is now September 16, 2014 and I still do not have a car that I am paying forDesired Settlement: a replacement RX 350 comparable to the car I purchased and the deal I have

Business

Response:

Good Afternoon. In regard to the above-mentioned complaint number, Lexus of Englewood has been in direct contact with Ms. [redacted] and the issue has been amicably resolved.

Regards;

Customer Relations Manager

"Where we define value and exceed your expectations"

Review: MY CAR SENT A NOTICE THAT I NEEDED AN OIL CHANGE ,I MADE AN APPOINTMENT TO HAVE THE OIL CHANGE WHICH WAS NOT CHANGED . THEY JUST LOOKED OVER THE CAR AND CHARGED ME 124 DOLLARS CHARGE . NOTHING WAS DONE TO THE CAR. THIS IS AN OUT RIGHT RIPOFF BY THIS DEALERSHIP . THEY SHOULD NOT MAKE THE COMPUTER TO WARN OWNERS ABOUT OIL CHANGE AT 5000 MILES DRIVING. THIS IS HOW THEY LOSE GOOD CLIENTS. I REQUEST AN APOLOGY AND THE REFUND OF MY CHARGES.Desired Settlement: I WANT THE SERVICE DEPARTMENT TO SEND AN APOLOGY AND REFUND UNNECESSARY CHARGE.

Business

Response:

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]

Review: I went to the dealership on july 2, 2013 to look about purchashing a RX 350 lexus 2013, I explain my situation that I had filed brankruptcy a few yrs back but after my brankruptcy I had two car loan since then, the last car was a 2010 RX 350 lexus which was finance thru [redacted] but it was in a car accident & the insurance company write it off so I am looking another car, I said I have $3000 to deposit, the sales person [redacted] said no problem we can get you a car, he show me the car ask me to leave a deposit I left $500, on july 12, 2013 [redacted] called me I can come pick up my car & bring the remaining $2500 I said ok, me & my fiancé went in, [redacted] took me to the finance manager [redacted] to do the final paper works & sign my contract & paid the balance of $2500, me & my finance count the $2500 cash twice hand it to [redacted], got my car I drove out the dealer with a temporary plate that expires august 10, 2013, on august 5 I called [redacted] tell him I am going on vacation & I know when I am on vacation my plates is going to be expired when I am going to get my plates & registration, he contact the lady who does the [redacted] paperworks she said the [redacted] system was down for a few days, if I do get a ticket I should bring it into them they will pay it. I went on vacation came back still no plates & still did not receive a bill to make my payment, I keep calling whats going on everybody keeps telling me they gonna call me back, then finally [redacted] call me and said there was a signature missing from the [redacted] & lexus form to come in & sign I said no problem, when I went there they said the person who I was suppose to speak to left for the day his wife went into labor ( which is [redacted]) he will call me on Monday, then he call I went in, he told me that [redacted] is not working there no more & I was not approved for the loan, so I said how could this be, its been almost two months since I have the car, [redacted] called me & said I was approve for the car I should come pDesired Settlement: I would like a refund of my $3000 that I paid, they try giving me a refund of $500 & said I should go get the remaining $2500 from [redacted] who is not working with the company anymore, I told them that is not my problem he work for lexus you guys should deal with that, I know if I did not give him the remaining balance of $2500 I could not be able to drive the car off the lot, so you guys need to give me my $3000, I am out of a car & now they want me to be out of my $3000 that I work so hard for, I paid two months car insurance of $390 for each month for a car I dont have they need to refund me that money too, they are very unprofessional, I just need my refund so I can go get another car somewhere else

Business

Response:

Customer has no records to validate the cod of 2,500. When and if she provides proof of the balance we will be very happy to refund her the money.

Review: I bought out my leased Lexus RX 350 in Dec. from the dealer. However, the dealer waited for several months until it transferred the vehicle title, which led to one month over-payment ($530) from my banking account.

A subsequent call with the dealer's Finance Director confirmed that the over-payment would be refunded. However, for the past more than six months, I have not received the refund, neither did I heard anything substantially from the dealer, despite my numerous phone calls to the Director as well as the sale person.

Apparently, they only cares about the sales other than anything else. I am so frustrated by the way how they has been handling this issue.Desired Settlement: Get the refund (plus any interest incurred during this period) as soon as possible.

Business

Response:

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]

Consumer

Response:

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

Regards,