Sent: Monday, January 18, 11:AM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #*** The car was given back to me although it was in poor condition, I was able to obtain an extended warrantyI will be taking it to the *** dealership to get some stuff fixing including the whose that takes the gas into the engine that whose was damaged and the exhaust was old and rusted
We are currently replacing the amplifier and speakers for our guest. We are making the necessary repairs to the vehicle to ensure that the guest is completely satisifed
Thank you again for your email. The service advisor followed the correct process to ensure your vehicle passed the state inspection but informing you of the need to have your wiper blades replaced. You authorized the repair so your vehicle would pass inspection and therefore allow you to go and get your vehicle registration. At this time we thank you for your business and hope you will allow us a future opportunity to service your vehicle
The repairs are currently being performed for the guest at this time. The engine is a special engine and had to be removed and sent to a repair facility out of the state. As soon as repairs have been completed the guest will be contacted immediately
Tell us why here... Ms. Yang, 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 experience. We 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.
Tell us why here... 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 Technicians. The technician discovered that there...
was evidence of water in the hybrid battery compartment and observed that the carpet was wet. The 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 2007 which could possibly be the source of the body seam problem. The 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 concern. The technician recommended removing the seats and carpet to dry the interior of the vehicle. A recommendation was made to have a collision center repair the seams in the rear of the vehicle to prevent future water leaks. The 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,
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.
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 $200.00. We have sent the information over to our Accounting Department so they can process a refund in the amount of...
$200.00. We will send the check to the address you provided at S[redacted]. Thank you again. Laura [redacted]Customer Satisfaction Manager713 -995-2669l[redacted]@smlexus.com
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 Technicians. The technician discovered that there was evidence of water in the hybrid battery compartment and observed that the carpet was wet. The 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 2007 which could possibly be the source of the body seam problem. The 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 concern. The technician recommended removing the seats and carpet to dry the interior of the vehicle. A recommendation was made to have a collision center repair the seams in the rear of the vehicle to prevent future water leaks. The 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 matter. e...
If you read carefully on my 5/5/17 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 problem. Regards,[redacted]
We have ordered the replacement windshield for the guest and she is scheduled for an appt. on Tuesday, June 30th. As a goodwill gesture the dealer will pay for the costs of the windshield. I have personally spoken with guest and made the necessary arrangements. Thank you!
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!
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 added. When they took my $2400, I had no idea there was another component to the system. I only put 3,000 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 68 year old female. They are quick to point out that the car is old and has 169,000 miles. They did not point that out in August when they took my $2400.Thank you
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.
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.
[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 would be satisfactory to me; I received the check 11/16/16. Thank you for your help! [redacted]
Sent: Monday, January 18, 11:AM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #*** The car was given back to me although it was in poor condition, I was able to obtain an extended warrantyI will be taking it to the *** dealership to get some stuff fixing including the whose that takes the gas into the engine that whose was damaged and the exhaust was old and rusted
We are currently replacing the amplifier and speakers for our guest. We are making the necessary repairs to the vehicle to ensure that the guest is completely satisifed
Thank you again for your email. The service advisor followed the correct process to ensure your vehicle passed the state inspection but informing you of the need to have your wiper blades replaced. You authorized the repair so your vehicle would pass inspection and therefore allow you to go and get your vehicle registration. At this time we thank you for your business and hope you will allow us a future opportunity to service your vehicle
The repairs are currently being performed for the guest at this time. The engine is a special engine and had to be removed and sent to a repair facility out of the state. As soon as repairs have been completed the guest will be contacted immediately
Tell us why here... Ms. Yang, 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 experience. We 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.
Tell us why here... 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 Technicians. The technician discovered that there...
was evidence of water in the hybrid battery compartment and observed that the carpet was wet. The 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 2007 which could possibly be the source of the body seam problem. The 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 concern. The technician recommended removing the seats and carpet to dry the interior of the vehicle. A recommendation was made to have a collision center repair the seams in the rear of the vehicle to prevent future water leaks. The 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,
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.
We have purchased two tires and an alignment for our guest and she is very pleased.
Thank you
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 $200.00. We have sent the information over to our Accounting Department so they can process a refund in the amount of...
$200.00. We will send the check to the address you provided at S[redacted]. Thank you again. Laura [redacted]Customer Satisfaction Manager713 -995-2669l[redacted]@smlexus.com
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 Technicians. The technician discovered that there was evidence of water in the hybrid battery compartment and observed that the carpet was wet. The 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 2007 which could possibly be the source of the body seam problem. The 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 concern. The technician recommended removing the seats and carpet to dry the interior of the vehicle. A recommendation was made to have a collision center repair the seams in the rear of the vehicle to prevent future water leaks. The 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 matter. e...
If you read carefully on my 5/5/17 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 problem. Regards,[redacted]
We have ordered the replacement windshield for the guest and she is scheduled for an appt. on Tuesday, June 30th. As a goodwill gesture the dealer will pay for the costs of the windshield. I have personally spoken with guest and made the necessary arrangements. Thank you!
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!
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 added. When they took my $2400, I had no idea there was another component to the system. I only put 3,000 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 68 year old female. They are quick to point out that the car is old and has 169,000 miles. They did not point that out in August when they took my $2400.Thank you
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.
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.
[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 would be satisfactory to me; I received the check 11/16/16. Thank you for your help! [redacted]