If you read carefully on my 5/5/response, you would notice I accepted your offer and I've been waiting to get a payment check from you since It must be nice to blame the customer for everything! I was able to see all the correspondence from Revdex.com's online portal without any problemRegards,***
Tell us why hereMsYang, Thank you for taking the time to send your concerns regarding your recent visit with Sterling McCall Lexus I apologize that you are unhappy with your service experienceWe have investigated your complaint and have determined that the service advisor followed the proper procedure to obtain your authorization before performing the additional work on your vehicle.A review of the records show the following: Your reservation was scheduled for Monday, June 12th for a state inspection on your [redacted] Once your vehicle was in the shop, our technician noticed that your wiper blades needed to be replaced in order to pass the state inspection The service technician notified your service consultant, Ahmad, who contacted you @ 11:19AM to advise you of the repairs needed for the vehicle to pass inspection You gave Ahmad permission to move forward with the necessary repairs Ahmad contacted you again @ 1:10PM to let you know your vehicle was ready for pick-up We have records of both of the calls that were placed to you by our service advisor, Ahmad If you have any other questions please do not hesitate to contact us Thank you again
Revdex.com: I have reviewed the response made by the business in reference to complaint [redacted] and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards,Thank you for your reply But again, service advisor did not inform me about wiper blades replace! And he told me three times that you do have the phone conversion on tape but now you said you do not have it.So, seems like you listened the tape and found out I didn't been informed anything.Once again, this is not a good way to do business, force customer to pay for something they didn't agree to do!
We never received a response from this guest, however, we already mailed the check to the guest on Tuesday Please let us know if you do not receive the check so we can contact our Accounting Department Thank you again for your business
Tell us why her Good evening We responded back to the guest and even provided detailed information on why this vehicle was not damaged in anyway at our shop This vehicle was purchased in May from another establishment and showed clear signs of water damage according to the [redacted] report This is what we responded back to the guest: The vehicle was towed to our service location with a request for a diagnostic inspection of the Hybrid System due to a series of warning lights illuminated in the vehicle The vehicle was inspected by one of our Certified TechniciansThe technician discovered that there was evidence of water in the hybrid battery compartment and observed that the carpet was wetThe technician determined that the body seams on the rear of the vehicle were separated allowing rain water to enter the interior of the vehicle The seam separation appeared to be caused by prior body damage to the rear hatch or rear panels of the vehicle [redacted] records indicated that the vehicle had endured structural damage in an accident that occurred in December of which could possibly be the source of the body seam problemThe technician did discover that a 7.5A OBD fuse was faulty, subsequently replaced the failed fuse, and then noted a communication issue with several vehicle computers which were not related to the hybrid system concernThe technician recommended removing the seats and carpet to dry the interior of the vehicleA recommendation was made to have a collision center repair the seams in the rear of the vehicle to prevent future water leaksThe technician also recommended several safety related items including replacement of several tires that were at a tread depth of 3/32” or less, replacement of side marker lights that were not functioning and replacement of front and rear wiper blades that were excessively worn At no time during the diagnosis was the CD player inspected or worked on · Can you please assist us with this mattere
Tell us why hereThe vehicle was towed to our service location with a request for a diagnostic inspection of the Hybrid System due to a series of warning lights illuminated in the vehicle The vehicle was inspected by one of our Certified TechniciansThe technician discovered that there was evidence of water in the hybrid battery compartment and observed that the carpet was wetThe technician determined that the body seams on the rear of the vehicle were separated allowing rain water to enter the interior of the vehicle The seam separation appeared to be caused by prior body damage to the rear hatch or rear panels of the vehicle [redacted] records indicated that the vehicle had endured structural damage in an accident that occurred in December of which could possibly be the source of the body seam problemThe technician did discover that a 7.5A OBD fuse was faulty, subsequently replaced the failed fuse, and then noted a communication issue with several vehicle computers which were not related to the hybrid system concernThe technician recommended removing the seats and carpet to dry the interior of the vehicleA recommendation was made to have a collision center repair the seams in the rear of the vehicle to prevent future water leaksThe technician also recommended several safety related items including replacement of several tires that were at a tread depth of 3/32” or less, replacement of side marker lights that were not functioning and replacement of front and rear wiper blades that were excessively worn At no time during the diagnosis was the CD player inspected or worked on
Revdex.com:Is the business willing to give me something on company letterhead stating that there was water damage so that I can submit this to [redacted] ***? I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards,
Thank you for taking the time to send your concerns We apologize that your items were disposed of and we would be more than happy to refund you in the amount of $ We have sent the information over to our Accounting Department so they can process a refund in the amount of $ We will send the check to the address you provided at S [redacted] *** Thank you againLaura [redacted] Customer Satisfaction Manager-995-2669l [redacted] @smlexus.com
This information was shared with Napoleon to contact our guest personally We apologize that this did not happen and more than likely its because Napoleon has moved into a different role at our dealership Please have our guest stop in so we can look at the license plate and review the repair order with him Please let us know what would be a good time for him to come by Thank you again
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12066080, and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]When I took my car in back in August, they did not check the system thoroughly The trash in the evaporator core would have been detected The only reason system worked from August to March was due to Freon addedWhen they took my $2400, I had no idea there was another component to the system I only put 3,miles on car during this time and it was kept in garage That much trash couldn't have built up that fast They do not tell the truth No one offered me 15% off, which I reject They are reading what Tech wrote on work order, I do not believe the proper work was done Had I known the complete system was not repaired, I would not have agreed to work being done in August All they wanted was to take advantage of a year old female They are quick to point out that the car is old and has 169,miles They did not point that out in August when they took my $2400.Thank you
[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 would be satisfactory to me
Thank you !
Sterling McCall Lexus has assumed responsibility of the remaining payments and has completed the payoff.Thank you for your business. Laura ***Service ManagerSterling McCall Lexus
We responded Miss ***’s vehicle is a model Lexus which currently has 169,miles. Please see the detailed information with the dates and repair orders where the vehicle was serviced at Sterling McCall Lexus: 8-24-16 *** 166,miles Customer brought vehicle
to Sterling McCall Lexus stating that A/C is not blowing as cold as it was previouslyCustomer thinks it is a leakTechnician performed A/C service recovering lbs of refrigerantSystem requires lbs of refrigerant to operate correctlyTechnician recharged system and added dye to check for leaksA/C compressor was found to be leakingCustomer authorized replacement of compressor and clutchTechnician replaced compressor and clutch and retested systemNo further issues with A/C noted at completion of repair 3-21-17 *** 169,miles Customer brought vehicle to Sterling McCall Lexus stating that water was dripping inside of the vehicle when A/C is onTechnician checked issue and found the evaporator drain hose clogged with environmental debrisTechnician cleaned debris from hose and drain operated normallyThis was simply cleaning debris from the hose to allow the water to drain from the evaporator case and would not cause an evaporator core failureA performance test of the A/C system was not performed on this visitThere was no charge to the customer to remove the debris from the drain hose 3-28-17 *** 169,miles Customer brought vehicle to Sterling McCall Lexus stating that A/C was cooling on the driver’s side and warm on the passenger sideCustomer declined diagnostic fee to check A/C system for leaksSterling McCall Lexus performed diagnosis of issue with customer’s authorization at no charge as a gesture of goodwillTechnician found system to contain lbs of refrigerantTechnician again added dye to system to check for refrigerant leakTechnician found traces of dye at evaporator drain and verified with an A/C refrigerant leak detector that a leak had developed inside of the evaporator caseCustomer was given an estimate to repair and she declined to have the repair performed. Summary Mary ***’s vehicle is a model and the mileage on the vehicle is 169,milesThere is no correlation between the compressor that was leaking and repaired on August 24, the evaporator that is now leakingWhen the vehicle arrived at Sterling McCall Lexus on August 24, the A/C system was lbs low of refrigerant which would cause the system to lose its cooling capacity as it would operate at much lower pressures than are required for operationAfter the repair was completed and the system was charged with the proper amount of refrigerant, the system would operate within the pressure parameters prescribed by Lexus for that vehicleWith the age (years) and mileage (169,miles) on the vehicle it is impossible to tell what or when any component on the vehicle may fail. We have offered Miss *** a discount of 15% off the service if she would like to move forward with the repairs along with a complimentary loaner vehicleback to our guest on Thursday, April 13th
Thank you for taking the time to send your email. Please feel free to stop by the dealership so we can discuss what tools are missing from your vehicle. Sterling McCall will do everything we can to rectify this situation for you. We look forward to hearing from you soon.
Thank you again
Guest contacted dealership about *** ** *** which had a MSRP of $49, 989.00 We employ an outside vendor to supply our inventory feed to our website and unfortunately due to a technical glitch the price was entered incorrectly in the system for $4999.00. When the guest first
contacted our dealership she was informed that the price was incorrect on the website and our management team took immediate action to correct the mistake. The guest contacted the dealership a second time and spoke with *** *** who looked at the internal factory pricing list and also verified that the vehicle was $49, 989.00. There was clearly a misunderstanding between *** and the guest. We apologize for the inconvenience and would like to offer the guest a complimentary tank of gas and also a complimentary detail to use at her convenience. Thank you *** ***Sterling McCall Lexus*** *** ***
Good morning. This check was originally issued on August 17th to ***, the lien holder and the it was reversed on 11-9-and reissued to the guest on 11-11-16. Please let me know if you have any additional questions or if you do not receive the check. Thank you Laura
***Customer Service Manager713-995-
Tell us why hereMsYang, Thank you for taking the time to send your concerns regarding your recent visit with Sterling McCall Lexus. I apologize that you are unhappy with your service
experienceWe have investigated your complaint and have determined that the service advisor followed the proper procedure to obtain your authorization before performing the additional work on your vehicle.A review of the records show the following: Your reservation was scheduled for Monday, June 12th for a state inspection on your *** *** ***Once your vehicle was in the shop, our technician noticed that your wiper blades needed to be replaced in order to pass the state inspection. The service technician notified your service consultant, Ahmad, who contacted you @ 11:19AM to advise you of the repairs needed for the vehicle to pass inspection. You gave Ahmad permission to move forward with the necessary repairs. Ahmad contacted you again @ 1:10PM to let you know your vehicle was ready for pick-up. We have records of both of the calls that were placed to you by our service advisor, Ahmad. If you have any other questions please do not hesitate to contact us. Thank you again
If you read carefully on my 5/5/response, you would notice I accepted your offer and I've been waiting to get a payment check from you since It must be nice to blame the customer for everything! I was able to see all the correspondence from Revdex.com's online portal without any problemRegards,***
We have purchased two tires and an alignment for our guest and she is very pleased Thank you
Tell us why hereMsYang, Thank you for taking the time to send your concerns regarding your recent visit with Sterling McCall Lexus I apologize that you are unhappy with your service experienceWe have investigated your complaint and have determined that the service advisor followed the proper procedure to obtain your authorization before performing the additional work on your vehicle.A review of the records show the following: Your reservation was scheduled for Monday, June 12th for a state inspection on your [redacted] Once your vehicle was in the shop, our technician noticed that your wiper blades needed to be replaced in order to pass the state inspection The service technician notified your service consultant, Ahmad, who contacted you @ 11:19AM to advise you of the repairs needed for the vehicle to pass inspection You gave Ahmad permission to move forward with the necessary repairs Ahmad contacted you again @ 1:10PM to let you know your vehicle was ready for pick-up We have records of both of the calls that were placed to you by our service advisor, Ahmad If you have any other questions please do not hesitate to contact us Thank you again
Revdex.com: I have reviewed the response made by the business in reference to complaint [redacted] and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards,Thank you for your reply But again, service advisor did not inform me about wiper blades replace! And he told me three times that you do have the phone conversion on tape but now you said you do not have it.So, seems like you listened the tape and found out I didn't been informed anything.Once again, this is not a good way to do business, force customer to pay for something they didn't agree to do!
We never received a response from this guest, however, we already mailed the check to the guest on Tuesday Please let us know if you do not receive the check so we can contact our Accounting Department Thank you again for your business
Tell us why her Good evening We responded back to the guest and even provided detailed information on why this vehicle was not damaged in anyway at our shop This vehicle was purchased in May from another establishment and showed clear signs of water damage according to the [redacted] report This is what we responded back to the guest: The vehicle was towed to our service location with a request for a diagnostic inspection of the Hybrid System due to a series of warning lights illuminated in the vehicle The vehicle was inspected by one of our Certified TechniciansThe technician discovered that there was evidence of water in the hybrid battery compartment and observed that the carpet was wetThe technician determined that the body seams on the rear of the vehicle were separated allowing rain water to enter the interior of the vehicle The seam separation appeared to be caused by prior body damage to the rear hatch or rear panels of the vehicle [redacted] records indicated that the vehicle had endured structural damage in an accident that occurred in December of which could possibly be the source of the body seam problemThe technician did discover that a 7.5A OBD fuse was faulty, subsequently replaced the failed fuse, and then noted a communication issue with several vehicle computers which were not related to the hybrid system concernThe technician recommended removing the seats and carpet to dry the interior of the vehicleA recommendation was made to have a collision center repair the seams in the rear of the vehicle to prevent future water leaksThe technician also recommended several safety related items including replacement of several tires that were at a tread depth of 3/32” or less, replacement of side marker lights that were not functioning and replacement of front and rear wiper blades that were excessively worn At no time during the diagnosis was the CD player inspected or worked on · Can you please assist us with this mattere
Tell us why hereThe vehicle was towed to our service location with a request for a diagnostic inspection of the Hybrid System due to a series of warning lights illuminated in the vehicle The vehicle was inspected by one of our Certified TechniciansThe technician discovered that there was evidence of water in the hybrid battery compartment and observed that the carpet was wetThe technician determined that the body seams on the rear of the vehicle were separated allowing rain water to enter the interior of the vehicle The seam separation appeared to be caused by prior body damage to the rear hatch or rear panels of the vehicle [redacted] records indicated that the vehicle had endured structural damage in an accident that occurred in December of which could possibly be the source of the body seam problemThe technician did discover that a 7.5A OBD fuse was faulty, subsequently replaced the failed fuse, and then noted a communication issue with several vehicle computers which were not related to the hybrid system concernThe technician recommended removing the seats and carpet to dry the interior of the vehicleA recommendation was made to have a collision center repair the seams in the rear of the vehicle to prevent future water leaksThe technician also recommended several safety related items including replacement of several tires that were at a tread depth of 3/32” or less, replacement of side marker lights that were not functioning and replacement of front and rear wiper blades that were excessively worn At no time during the diagnosis was the CD player inspected or worked on
Revdex.com:Is the business willing to give me something on company letterhead stating that there was water damage so that I can submit this to [redacted] ***? I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards,
Thank you for taking the time to send your concerns We apologize that your items were disposed of and we would be more than happy to refund you in the amount of $ We have sent the information over to our Accounting Department so they can process a refund in the amount of $ We will send the check to the address you provided at S [redacted] *** Thank you againLaura [redacted] Customer Satisfaction Manager-995-2669l [redacted] @smlexus.com
This information was shared with Napoleon to contact our guest personally We apologize that this did not happen and more than likely its because Napoleon has moved into a different role at our dealership Please have our guest stop in so we can look at the license plate and review the repair order with him Please let us know what would be a good time for him to come by Thank you again
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12066080, and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]When I took my car in back in August, they did not check the system thoroughly The trash in the evaporator core would have been detected The only reason system worked from August to March was due to Freon addedWhen they took my $2400, I had no idea there was another component to the system I only put 3,miles on car during this time and it was kept in garage That much trash couldn't have built up that fast They do not tell the truth No one offered me 15% off, which I reject They are reading what Tech wrote on work order, I do not believe the proper work was done Had I known the complete system was not repaired, I would not have agreed to work being done in August All they wanted was to take advantage of a year old female They are quick to point out that the car is old and has 169,miles They did not point that out in August when they took my $2400.Thank you
[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 would be satisfactory to me
Thank you !
We have replaced the engine in our guest's vehicle and hel is coming by to pick it up tomorrow. Thank you Laura R***Service Drive Manager***
Sterling McCall Lexus has assumed responsibility of the remaining payments and has completed the payoff.Thank you for your business. Laura ***Service ManagerSterling McCall Lexus
We responded Miss ***’s vehicle is a model Lexus which currently has 169,miles. Please see the detailed information with the dates and repair orders where the vehicle was serviced at Sterling McCall Lexus: 8-24-16 *** 166,miles Customer brought vehicle
to Sterling McCall Lexus stating that A/C is not blowing as cold as it was previouslyCustomer thinks it is a leakTechnician performed A/C service recovering lbs of refrigerantSystem requires lbs of refrigerant to operate correctlyTechnician recharged system and added dye to check for leaksA/C compressor was found to be leakingCustomer authorized replacement of compressor and clutchTechnician replaced compressor and clutch and retested systemNo further issues with A/C noted at completion of repair 3-21-17 *** 169,miles Customer brought vehicle to Sterling McCall Lexus stating that water was dripping inside of the vehicle when A/C is onTechnician checked issue and found the evaporator drain hose clogged with environmental debrisTechnician cleaned debris from hose and drain operated normallyThis was simply cleaning debris from the hose to allow the water to drain from the evaporator case and would not cause an evaporator core failureA performance test of the A/C system was not performed on this visitThere was no charge to the customer to remove the debris from the drain hose 3-28-17 *** 169,miles Customer brought vehicle to Sterling McCall Lexus stating that A/C was cooling on the driver’s side and warm on the passenger sideCustomer declined diagnostic fee to check A/C system for leaksSterling McCall Lexus performed diagnosis of issue with customer’s authorization at no charge as a gesture of goodwillTechnician found system to contain lbs of refrigerantTechnician again added dye to system to check for refrigerant leakTechnician found traces of dye at evaporator drain and verified with an A/C refrigerant leak detector that a leak had developed inside of the evaporator caseCustomer was given an estimate to repair and she declined to have the repair performed. Summary Mary ***’s vehicle is a model and the mileage on the vehicle is 169,milesThere is no correlation between the compressor that was leaking and repaired on August 24, the evaporator that is now leakingWhen the vehicle arrived at Sterling McCall Lexus on August 24, the A/C system was lbs low of refrigerant which would cause the system to lose its cooling capacity as it would operate at much lower pressures than are required for operationAfter the repair was completed and the system was charged with the proper amount of refrigerant, the system would operate within the pressure parameters prescribed by Lexus for that vehicleWith the age (years) and mileage (169,miles) on the vehicle it is impossible to tell what or when any component on the vehicle may fail. We have offered Miss *** a discount of 15% off the service if she would like to move forward with the repairs along with a complimentary loaner vehicleback to our guest on Thursday, April 13th
Thank you for taking the time to send your email. Please feel free to stop by the dealership so we can discuss what tools are missing from your vehicle. Sterling McCall will do everything we can to rectify this situation for you. We look forward to hearing from you soon.
Thank you again
Guest contacted dealership about *** ** *** which had a MSRP of $49, 989.00 We employ an outside vendor to supply our inventory feed to our website and unfortunately due to a technical glitch the price was entered incorrectly in the system for $4999.00. When the guest first
contacted our dealership she was informed that the price was incorrect on the website and our management team took immediate action to correct the mistake. The guest contacted the dealership a second time and spoke with *** *** who looked at the internal factory pricing list and also verified that the vehicle was $49, 989.00. There was clearly a misunderstanding between *** and the guest. We apologize for the inconvenience and would like to offer the guest a complimentary tank of gas and also a complimentary detail to use at her convenience. Thank you *** ***Sterling McCall Lexus*** *** ***
Good morning. This check was originally issued on August 17th to ***, the lien holder and the it was reversed on 11-9-and reissued to the guest on 11-11-16. Please let me know if you have any additional questions or if you do not receive the check. Thank you Laura
***Customer Service Manager713-995-
Tell us why hereMsYang, Thank you for taking the time to send your concerns regarding your recent visit with Sterling McCall Lexus. I apologize that you are unhappy with your service
experienceWe have investigated your complaint and have determined that the service advisor followed the proper procedure to obtain your authorization before performing the additional work on your vehicle.A review of the records show the following: Your reservation was scheduled for Monday, June 12th for a state inspection on your *** *** ***Once your vehicle was in the shop, our technician noticed that your wiper blades needed to be replaced in order to pass the state inspection. The service technician notified your service consultant, Ahmad, who contacted you @ 11:19AM to advise you of the repairs needed for the vehicle to pass inspection. You gave Ahmad permission to move forward with the necessary repairs. Ahmad contacted you again @ 1:10PM to let you know your vehicle was ready for pick-up. We have records of both of the calls that were placed to you by our service advisor, Ahmad. If you have any other questions please do not hesitate to contact us. Thank you again