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Williams Automotive Reviews (21)

To Whom It May Concern: [redacted] Unfortunately [redacted] *** is not being entirely accurate with her statementsShe did configure a Vehicle online but when she came in and went over all the options with her sales representative, MrThai T***, she did not want to spend the money for the Luxury Package option and choose the Premium Package carAfter agreeing to pricing [redacted] left a deposit and the vehicle was ordered and built to her specificationsWhen the car finally arrived she came to dealership, was given an opportunity to inspect the vehicle prior to signing any paperWork in the finance office, she renegotiated the sales price again at time of delivery, and then took delivery of the vehicleWeeks later she sent in pictures of a Luxury Package vehicle saying that interior trim piece should have been a different color bamboo rather than the black bamboo color which comes on the Premium Package vehicle she ordered.The issues are that she got the exact vehicle she ordered based on the price point she wanted to be at and secondly, she actually changed the terms of the original contract when she re-negotiated the price, hence voiding anything that was agreed upon when she ordered the vehicleLastly, when she had originally come in to the dealership we actually had Luxury Package [redacted] Hybrids in stock but she did not want to spend the extra money to get one of those models and that is why we had to special order a car for her to begin with.We try to be as accommodating as possible but in this case we have done all that we were Supposed to do and are willing to do.If you have any further questions regarding this matter please feel free to contact me directly and thank you in advance for your attention to this matter.Ace R***General Manager Lindsay Lexus of Alexandria

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting MrC***'s response because at 147k miles, any master or certified mechanic that regularly works with the [redacted] Lexus product will tell you the [redacted] is built to last at least 300-400k miles if taken care ofI took care of the carYou can obtain the maintenance repair records from Lindsay Lexus of AlexandriaEvery repair, every maintenance was handled theirThe Lexus service management is stonewalling by leaning on the premise the car was out of warranty and thus they bear no responsibility whatsoever for the car breaking downIt is strange that it was the new car salesman from Lindsay Lexus who called me to advise the service department did not want to fix the car and would offer zero salvage value toward the purchase of another car Something is not right here - why would the new car salesman be involved with what is going on across the street in a different location in the service department??? I believe Lindsay wanted to lean on me to purchase another vehicle because they knew I really liked the way the Lexus drove and they thought it was more profitable for their business for me to purchase another vehicle Either the valve spring repair was not done at all, or it was not done properly when I brought the car back in for the recall on that valve spring Not only was routine maintenance performed but the annual inspection was also done during the 150k mile check upThere was nothing wrong with the car and Lexus was the first, the last, and only mechanics under the hood of my ***Is it considered "excellent customer service" to hold a car for two months and for every weekly status call to be initiated by me, the owner I continued to pay insurance to cover a car that was undriveable and I believed was going to be repaired by Lindsay Service At no time, did I converse with a MrC*** At no time was there an arrangement made between me and the service department to split labor costs I authorized $2k to tear down the car down to determine the problemIt was Judy from Corporate who advised "they" would pay the entire cost to tear down the car to get to the bottom of what happened to itI have no idea why Lindsay charged me $for doing nothingMoreover, Corporate also advised it would be up to the dealership to step up and offer assistance with repairs as from time to time the dealership does this for expensive repairsYet, I was offered none of this and told we are not going to repair your car (after months)This was my 2nd new car purchased from Lindsay LexusI have been a loyal customer since December of and believed in the integrity of the product Thus, I am requesting: Lindsay Lexus to provide me with the mechanics manual for the GS so that I may maintain the car - you can't find that manual anywhereI am requesting a refund of $as Corporate advised they were covering all the labor costs I believe Lindsay service double billed by making me pay $while also collecting from CorporateI am requesting $6k to purchase a remanufactured or crate engine and $3k for a certified mechanic to install the engineOr, that Lindsay supply me with a remanufactured engine as I have no doubt they have access to these parts and can professionally evaluate the quality of the engineLindsay can most likely get an engine at a cheaper price than I can Asking for $9k is more than reasonable as Lindsay is advising the cost for parts alone is greater than $12k before labor is factored in To be driving between 55-mph and to have your car cut off without ANY warning and other cars and trucks bearing down on you when you drive a very nice car with a sophisticated diagnostics check and display system is clearly a defect that suddenly reared its head Maybe a lot of people choose not to hold on to a car for 8+ years but the #reason I purchased the car was because of its reputation for being built to last This saddens me to say but I believe I am being jerked around because I am a female, I am black, and I am over the age of - facts that I did not want to bring to bear I do not believe if I were a white male that I would be having to go back and forth about this issue with Lindsay - months nowI believe we would have come to some type of agreementI continue to pay for tags, taxes and insurance on a car that is not driveableIf you looked under the hood of my car, you would note how clean and well cared for the car isThere is no reason why suddenly a $15k plus repair is called for on a Lexus *** that every 3-months was seen for scheduled maintenanceI want to be treated respectfully and not thrown over the cliff because Lindsay Lexus has determined I am yesterday's newsI really enjoy the car and simply want it repairedI want Lindsay to stand behind the Lexus product they sold me as any other ethical and responsible manufacturer would do I am declaring this is a problem that [redacted] /Lexus is aware of (this defect is on the internet) and it was determined to give me a crazy price of $15k so that I would go away and once again they could sweep this under the rug, cover it up, and not admit to any product defectsThis is so unnecessary on so many levelsLexus is not loosing money I do realize we are human and thus errors are going to occur - that's life But for Lexus to refuse to stand behind their high-end product refuse to repair the car and insinuate I am expecting too much out of this vehicle or I ran the vehicle with low or no fluids is a lie I wonder if you did a check at the dealership how many times a district manager got with a service manager to determine their "story" on how they were going to handle thisI have the pictures from the dealership showing it was the valve spring that broke and released the valve down through the engine and caused the damage in the engine head, cylinder block and pistons This is a manufacturer defect that was known to occur infrequently but reported on the [redacted] and [redacted] models and [redacted] /Lexus doesn't want to own this at allI have no reason to make this upI am intelligent and articulate and I am calling the company out on and their arrogance and consumer responsibility to remedy this dreadful situationI don't think it's just an "oh well" event I am asking Lexus to make this right I just want the car restored before this catastrophic event occurred This is a reasonable and honest request for a Lexus [redacted] with a 147k miles Regards, [redacted]

This letter is in response to the complaint filed by [redacted] regarding a visit to our Lexus Service Center on June 8, [redacted] requested to have the back up sensor on her vehicle replaced at no charge.As of June 24, we have resolved [redacted] concern and replaced the sensor in question The vehicle was out of warranty by mileage, so we replaced as a one-time goodwill in the interest of customer satisfaction.In summary, we feel that all concerns have been resolved at this time.Sincerely,Bill C***Service Director

I originally took my car to the Ford Dealership for an issue with my A/CI was told it was a sensor, which cost $and they would fix it for $1, I called Williams Automotive and they told me they could fix it for at least half of thatThey fixed it for just under $ Very fair and friendly people! Thank you!

NO COMMENT @ THIS TIME

The client's complaint is that Lindsay Lexus pulled her credit twice and then [redacted] Financial Services pulled it againThe reason is because she submitted an online credit application on April 1, and we pulled her creditThen when she came in on April she filled and signed another credit application and never informed her sales representative that she had already submitted a credit application days earlierBoth these inquiries are considered "soft pulls' and do not have a major impact on a client's credit score as we are not a bankWhen the deal was finalized we then sent her information to [redacted] Financial Services, which is a banking institution, and they pulled her credit in order to open a new loan for her.I have asked out Finance Manager to send in a request to all three reporting agencies to have one of the inquiries from Lindsay Lexus removed.Please let me know if you have any questions about this response and thank you in advance for your assistance in this matter.Respectfully,Ace R***General Manager Lindsay Lexus of Alexandria

October 29,2015Dear [redacted] ,I am the attorney for Lindsay Lexus of Alexandria (“Lindsay”) and am writing in response to your October letterWhen [redacted] brought his vehicle to Lindsay a few weeks ago, that was only the second occasion on which Lindsay had dealt with [redacted] The prior occasion was in when Lindsay performed a manufacturer recall service on the vehicleAll other service and maintenance on the vehicle has been performed at other facilities.On this recent occasion, [redacted] again brought the vehicle in for Lindsay to conduct three recall services: repair of the fuel pressure gasket, repair of the trunk release handle, and repair of a wiper arm nutAs these were manufacturer recalls, there was no charge to [redacted] for this work [redacted] also complained of a heavy idle when stopping, Lindsay was unable to duplicate this circumstance and Lindsay did not charge the customer for its effort to replicate the problemFinally, [redacted] complained about a condition known as '‘sticky dash.” The sticky dash condition is something the manufacturer is covering under warranty, however there is a waiting list for parts so Lindsay was unable to perform that service for [redacted] .During the servicing of [redacted] ’s vehicle, Lindsay provided him with the use of a loaner vehicle at no costLindsay had recommended some additional service work, but [redacted] declined these services and they were not performed[redacted] picked up his vehicle on October 2,The vehicle was towed back to Lindsay on October 3, because the vehicle had broken downLindsay determined that the engine had locked upOne possible cause of such engine failure would be a problem with the oil level, but as [redacted] states, Lindsay determined that the oil level in his vehicle was goodAfter that point, there would be no way to diagnose the cause of the engine failure without tearing down the engine to examine itLindsay's estimate for conducting this work and diagnosis was approximately $1, [redacted] would not authorize this work.Without being able to properly inspect and diagnose the engine, Lindsay is in no position to say why the engine locked upWhile [redacted] has obtained some kind of analysis, it appears that this analysis was conducted on-line from a company in California which has never seen the vehicleThus the analysis is essentially a “blind analysis” dependent solely upon the customer’s narration and, respectfully, cannot serve to properly diagnose the engine lock up which occurred.One thing Lindsay can state with certainty is that nothing it di d could have caused this engine failureNone of the recall repairs in any way impacted the internal operations of the engine, Even the declined recommended repairs would not have in any way affected the engine's lock-upIt should further be noted that [redacted] is this vehicle’s third owner and that the vehicle has over 91, miles.To conclude, nothing in the work Lindsay performed on [redacted] ’s vehicle would have in any way caused the engine to failOnce Lindsay excluded a lack of oil as a possible cause, the only way to properly diagnose the failure would be to conduct the forensic break down of the engine [redacted] has withheld his permission for this work and, to Lindsay’s knowledge, no other facility has conducted such an examinationThe timing of the break down is unfortunate, but it is in no way Lindsay’s responsibility, We thank you for giving Lindsay the opportunity to address this customer's concerns.Sincerely,

[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.]
The dealership repaired the car
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,
*** ***

October 29,2015Dear *** ***,I am the attorney for Lindsay Lexus of Alexandria (“Lindsay”) and am writing in response to your October letterWhen *** *** brought his vehicle to Lindsay a few weeks ago, that was only the second occasion on which Lindsay had dealt with ***
***The prior occasion was in when Lindsay performed a manufacturer recall service on the vehicleAll other service and maintenance on the vehicle has been performed at other facilities.On this recent occasion, *** *** again brought the vehicle in for Lindsay to conduct three recall services: repair of the fuel pressure gasket, repair of the trunk release handle, and repair of a wiper arm nutAs these were manufacturer recalls, there was no charge to *** *** for this work*** *** also complained of a heavy idle when stopping, Lindsay was unable to duplicate this circumstance and Lindsay did not charge the customer for its effort to replicate the problemFinally, *** *** complained about a condition known as '‘sticky dash.” The sticky dash condition is something the manufacturer is covering under warranty, however there is a waiting list for parts so Lindsay was unable to perform that service for *** ***.During the servicing of *** ***’s vehicle, Lindsay provided him with the use of a loaner vehicle at no costLindsay had recommended some additional service work, but *** *** declined these services and they were not performed.*** *** picked up his vehicle on October 2,The vehicle was towed back to Lindsay on October 3, because the vehicle had broken downLindsay determined that the engine had locked upOne possible cause of such engine failure would be a problem with the oil level, but as *** *** states, Lindsay determined that the oil level in his vehicle was goodAfter that point, there would be no way to diagnose the cause of the engine failure without tearing down the engine to examine itLindsay's estimate for conducting this work and diagnosis was approximately $1,*** *** would not authorize this work.Without being able to properly inspect and diagnose the engine, Lindsay is in no position to say why the engine locked upWhile *** *** has obtained some kind of analysis, it appears that this analysis was conducted on-line from a company in California which has never seen the vehicleThus the analysis is essentially a “blind analysis” dependent solely upon the customer’s narration and, respectfully, cannot serve to properly diagnose the engine lock up which occurred.One thing Lindsay can state with certainty is that nothing it di d could have caused this engine failureNone of the recall repairs in any way impacted the internal operations of the engine, Even the declined recommended repairs would not have in any way affected the engine's lock-upIt should further be noted that *** *** is this vehicle’s third owner and that the vehicle has over 91, miles.To conclude, nothing in the work Lindsay performed on *** ***’s vehicle would have in any way caused the engine to failOnce Lindsay excluded a lack of oil as a possible cause, the only way to properly diagnose the failure would be to conduct the forensic break down of the engine*** *** has withheld his permission for this work and, to Lindsay’s knowledge, no other facility has conducted such an examinationThe timing of the break down is unfortunate, but it is in no way Lindsay’s responsibility, We thank you for giving Lindsay the opportunity to address this customer's concerns.Sincerely,

Thank you for allowing to provide my response.First, I am surprised that *** *** has chosen to respond to my complaint considering that right from the beginning, I had reached out to him and the manager (Josh) and not once did he or the other managers respondedThey outright acted like I didn't exist. He is also not familiar with the issue so I am not sure of his authority to respond to this with the wrong information he provided and it's quite evident in his response which lacks any truth to the events that actually occured.The same car that I configured online was the same car I ordered when I got to the dealershipThis was after I got a call from Thai Tran saying the dealership does not have that particular combination but it can be ordered. The main reason for the special order was for a certain seat, inside trim and car color combination. The exact configuration was done online, I was aware of the price, went into the dealership to negotiate (like any person would do) and had the car ordered. I have paperwork for both my online configuration and the paperwork from the storeContrary to *** ***'s statement, there is nothing like black bamboo. I ordered a Cashmere Satin and Flaxen leather seats with Honey Bamboo interior trimNo dealership in the area had that specific combination and hence the special orderWhat I got (after almost five months of waiting) is Cashmere Satin and Flaxen leather seat with Black Piano trimLindsay Lexus needs to be honest, own up to their mistake rather than attempting to cover up.I came with a friend both for negotiations and ordering, and also to pick up the car. He can attest to the events that took place. I never saw the car until I had completed the paperwork because when I got there to pick up the car, I was told it was being cleaned and it should be ready by the time I am done with paperwork. I was told earlier in the week by Thai when the car arrived that it was being cleaned, so I made a joke that the car has been getting cleaned for the whole week, what could be so dirty about a brand new car? I now realized this was a ploy to make sure I signed the papers before I saw the car. Contrary to *** ***'s statement, nothing was re-negotiated at the dealership. That was not even possible considering I had already signed the contract and put down the deposit almost five months before the delivery. *** *** writes below that "We try to be as accommodating as possible but in this case we have done all that we were Supposed to do and are willing to do." Actually nothing was never done when I brought the issue up. It was after the last email that I wrote, again to R***, Josh the manager and Thai the salesperson, stating that since I have not gotten any response after several attempts, I have to look at other avenues to get my complaints resolve, it was then that I got an email telling me to deal with their lawyer. I presume that was a way to scare me off with the legal stuff. *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
Dear ** * ***,This letter is in response to the October 29, reply prepared by *** ** ***On behalf of his client Alexandria Motor Cars, Incd/b/a Lindsay Lexus of Alexandria (Lindsay').Lindsay's response misrepresents several facts:Lindsay states: to your October 19,letterWhen *** *** brought his vehicle to Lindsay a few weeks ago, that was only the second occasion on which Lindsay had dealt with *** ***The prior occasion was in when Lindsay performed a manufacturer recall service on the vehicleAll I disagreeI used the services of Lindsay Lexus since June 17, and had additional services were completed in years and 2011, including an oil change in January 7, This information is readily available to Lindsay (including the Lexus Vehicle service history report)Lindsay States:After that point, there would be no way to diagnose the cause of the engine failure without tearing down the engine to examine itLindsay's estimate for conducting this work and diagnosis was I disagreeOn October 5, 2015, Lindsay's Shop foreman/service manager indicated that the camshaft was separating in my vehicleMy vehicle has recorded the following Diagnostic Trouble Codes (DTCs) : P ***, P***, P***, P***, P***, P***, P***, P*** and P***Lexus IS uses a timing chain which does not need to be serviced (unlike a timing belt)My Vehicle had no issues when Lindsay took possession and Lindsay found no issues when it had possessionThese facts and the nature of the work involved in the services provided by Lindsay should give a Lexus Certified Technician an indication as to the cause of the engine lockupLindsay States:say why the engine locked upWhile *** *** has obtained some kind of analysis, it appears that this analysis was conducted on-line from a company in California which has never seen the vehicleThus the analysis is essentially a "blind analysis" dependent solely upon the customer's narration and, respectfully, cannot serve to properly diagnose the engine lock up which occurred.I disagree*** is Online service which sends a mechanic to physically inspect a VehicleThe evaluation of my vehicle provided in the report was formed On the basis for physical inspection Of my VehicleThis information is also readily available to Lindsay including last page of the Vehicle inspection report itself which states the following:***.com is a netWork of Certified & Independent mobile mechanics (mechanics who come to your home or office to fix or inspect your Car)Lindsay States:One thing Lindsay can state with certainty is that nothing it did could have caused this engine failureNone of thc recall repairs in any way impacted the internal operations of the engine, Even I disagreeLindsay does not address if nature Of the WOrkinvolved including the point inspection WOuld impact internal operations Of the engineFor example, based Onmy research online it appears that when Lindsay checked the spark plugs they would have to remove the engine intakemanifoldThe intake manifold is Connected to the engine and plays a key role in the engine's functioningThemanifold directs the fuel mixture in the engine to the correct cylinder and then cools down the cylinder to keepthe engine from Overheating. Lindsay States :should further be noted that *** *** is this vehicle's third owner and that the vehicle has over 91, miles.I disagreeI am the vehicle’s second ownerThe Vehicle was initially leased from Lindsay by the first Owner andpurchased by the first Owner from Lindsay at the completion of the lease termI purchased the vehicle from the firstowner thereafterLindsay should be well aware of this alSO Since I performed the used Vehicle inspection withLindsay prior to purchasing the vehicleSince, Lindsay Was essentially involved all these transactions, this information should be readily available to LindsayLindsay States :should further be noted that *** *** is this vehicle's third owner and that the vehicle has over 91, miles,I disagreeIt appears that Lindsay is implying that Lexus engines will fail once they reach 91,milesI disagreewith this statement because Lexus (i.e., *** Motor Corp.) believes that its engines Will not fail until100,miles since it offers that protection to buyers of their certified used vehiclesBuyers of certified used engine, so it is the original engine until (i.e, until the Vehicle would be years old) or 100,000 milles.O Let us assume that this Vehicle is driven for the average annual miles Of 13, as defined by Federal Highway AdministrationIn three years, this vehicle Would have a mileage of 98, (ie58, + X 13, 476). O If what Lindsay is implying about Lexus engines were true then this vehicle would experience engine failureWithin the Warranty periodThis failure WOuld require *** Motor Corpto replace the engine with new One (COst exceeding S15, 000). O *** Motor COrpo WOuld not allOW its dealerS tO certify this vehicle since it would become guaranteedloser Once the engine fails Within years and Creating a lo SS*** Motor CorpWould not intentionally incur such a loss, SO it stands that *** Motor Corpmust strongly believe that a Lexus engine will last until at least 100,miles.See Exhibit E, Federal Highway Administration Average Annual Miles per Driver by Age Group (stating the average mileage as13, miles).O I am using this IS as an exampleThere are many Lexus listed as Certified with mileage exceeding 60,all Of Which Would be guaranteed money losers for *** Motor Corpif Lindsay's position were true.So in the case of my vehicle, it is less than years old and less than 100,milesAlso, Lindsay did not any issues with my engine when it took possession of itSo it stands that my vehicle's engine would lasted until 100, 000 miles had it not been for Lindsay's conductThis is further supported by the fact that Lindsay Concedes that even the services I declined to perform would not havecaused the engine failure. Lindsay States:To conclude, nothing in the work Lindsay performed on *** ***'s vehicle would have in any way caused the engine to failOnce Lindsay excluded a lack of oil as a possible cause, Based on my limited search for used cars, I found over 100Certified Lexus vehicles with mileage exceeding 60,000. See Lindsay's response On October 29, (Stating thateven the declined recommended repairs would not have in any way affected the engine's lock-up').I disagreeAs shown above, Lexus engines should not fail prior to 100,milesLindsay has not provided any evidence to show: (1) proper service was performed, (2) While performing the Service the technician WOuld not inadvertently Create defects in Other part of the Vehicle which would affect the engine, and (3) proper inspection was performed after the service was completed to ensure that not defects were presentThe Close proximity of engine failure to Lindsay's service and Lindsay's lack of evidence to the contrary presents a preponderance of evidence Of Lindsay" s failure to pro Vide proper Care . TO Summarize,o a Lexus engine should be free Of engine failure until at least 100,miles,O my vehicle is under 100,miles,O my vehicle was in excellent running condition when Lindsay took posses SiOn,O Lindsay did not find any issues indicative Of engine problems when they had possession,o Lindsay concedes that even the services I declined to perform Would not have Caused the engine failure,in less than hours from the time I picked up my vehicle from Lindsay it experienced engine failure andO failure Of Such a nature WOuld not Ordinarily OCCur if proper service was performed at Lindsay.Therefore, Lindsay is responsible for my Car S engine failure. Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
Dear ** * ***,This letter is in response to the October 29, reply prepared by *** ** ***On behalf of his client Alexandria Motor Cars, Incd/b/a Lindsay Lexus of Alexandria (Lindsay').Lindsay's response misrepresents several facts:Lindsay states: to your October 19,letterWhen *** *** brought his vehicle to Lindsay a few weeks ago, that was only the second occasion on which Lindsay had dealt with *** ***The prior occasion was in when Lindsay performed a manufacturer recall service on the vehicleAll I disagreeI used the services of Lindsay Lexus since June 17, and had additional services were completed in years and 2011, including an oil change in January 7, This information is readily available to Lindsay (including the Lexus Vehicle service history report)Lindsay States:After that point, there would be no way to diagnose the cause of the engine failure without tearing down the engine to examine itLindsay's estimate for conducting this work and diagnosis was I disagreeOn October 5, 2015, Lindsay's Shop foreman/service manager indicated that the camshaft was separating in my vehicleMy vehicle has recorded the following Diagnostic Trouble Codes (DTCs) : P ***, P***, P***, P***, P***, P***, P***, P*** and P***Lexus IS uses a timing chain which does not need to be serviced (unlike a timing belt)My Vehicle had no issues when Lindsay took possession and Lindsay found no issues when it had possessionThese facts and the nature of the work involved in the services provided by Lindsay should give a Lexus Certified Technician an indication as to the cause of the engine lockupLindsay States:say why the engine locked upWhile *** *** has obtained some kind of analysis, it appears that this analysis was conducted on-line from a company in California which has never seen the vehicleThus the analysis is essentially a "blind analysis" dependent solely upon the customer's narration and, respectfully, cannot serve to properly diagnose the engine lock up which occurred.I disagree*** is Online service which sends a mechanic to physically inspect a vehicleThe evaluation of my vehicle provided in the report was formed on the basis for physical inspection of my vehicleThis information is also readily available to Lindsay including last page of the vehicle inspection report itself which states the following:***.com is a network of Certified & Independent mobile mechanics (mechanics who come to your home or office to fix or inspect your car)Lindsay States:One thing Lindsay can state with certainty is that nothing it did could have caused this engine failureNone of the recall repairs in any way impacted the internal operations of the engine, Even I disagreeLindsay does not address if nature of the workinvolved including the point inspection would impact internal operations of the engineFor example, based on my research online it appears that when Lindsay checked the spark plugs they would have to remove the engine intake manifoldThe intake manifold is Connected to the engine and plays a key role in the engine's functioningThe manifold directs the fuel mixture in the engine to the correct cylinder and then cools down the cylinder to keep the engine from overheating. Lindsay States:should further be noted that *** *** is this vehicle's third owner and that the vehicle has over 91, miles.I disagreeI am the vehicle’s second ownerThe vehicle was initially leased from Lindsay by the first owner and purchased by the first owner from Lindsay at the completion of the lease termI purchased the vehicle from the first owner thereafterLindsay should be well aware of this also since I performed the used vehicle inspection with Lindsay prior to purchasing the vehicleSince, Lindsay was essentially involved all these transactions, this information should be readily available to LindsayLindsay States :should further be noted that *** *** is this vehicle's third owner and that the vehicle has over 91, miles,I disagreeIt appears that Lindsay is implying that Lexus engines will fail once they reach 91,milesI disagree with this statement because Lexus (i.e., *** Motor Corp.) believes that its engines will not fail until 100,miles since it offers that protection to buyers of their certified used vehiclesBuyers of certified used Lexus vehicles get a warranty on the vehicle for three years from the date of purchase or 100,miles This warranty covers any repair or replacement of engine, transmission, steering, breaks (excluding rotors and pads), fuel system, cooling system, cooling, A/C and heating systems, electrical, and restraint systems In certifying a vehicle, Lexus dealers perform a point inspection none of which involves reconditioning an engineSo it stands that Lexus engines should last until 100,miles without problems This point is further illustrated by the following example:o I have attached an ad for a Lexus IS with 58,miles, which is also a two owner vehicleIt has certification of years or 100,miles for its engine So the engine is covered until (i.e, until the Vehicle would be years old) or 100,000 milles.o Let us assume that this Vehicle is driven for the average annual miles of 13, as defined by Federal Highway AdministrationIn three years, this vehicle would have a mileage of 98, (ie58, + X 13, 476). o If what Lindsay is implying about Lexus engines were true then this vehicle would experience engine failure within the warranty periodThis failure would require *** Motor Corpto replace the engine with new one (cost exceeding $15,000). o *** Motor Corpwould not allow its dealers to certify this vehicle since it would become guaranteed loser once the engine fails within years and creating a loss*** Motor Corpwould not intentionally incur such a loss, so it stands that *** Motor Corpmust strongly believe that a Lexus engine will last until at least 100,miles.o I am using this IS as an exampleThere are many Lexus listed as Certified with mileage exceeding 60,all Of Which Would be guaranteed money losers for *** Motor Corpif Lindsay's position were true.5So in the case of my vehicle, it is less than years old and less than 100,milesAlso, Lindsay did not any issues with my engine when it took possession of itSo it stands that my vehicle's engine would lasted until 100, 000 miles had it not been for Lindsay's conductThis is further supported by the fact that Lindsay Concedes that even the services I declined to perform would not have caused the engine failureLindsay States:To conclude, nothing in the work Lindsay performed on *** ***'s vehicle would have in any way caused the engine to failOnce Lindsay excluded a lack of oil as a possible cause, I disagreeAs shown above, Lexus engines should not fail prior to 100,milesLindsay has not provided any evidence to show: (1) proper service was performed, (2) While performing the service the technician would not inadvertently create defects in other part of the vehicle which would affect the engine, and (3) proper inspection was performed after the service was completed to ensure that not defects were presentThe close proximity of engine failure to Lindsay's service and Lindsay's lack of evidence to the contrary presents a preponderance of evidence of Lindsay's failure to provide proper care. TO Summarize,o a Lexus engine should be free Of engine failure until at least 100,miles,o my vehicle is under 100,miles,o my vehicle was in excellent running condition when Lindsay took possession,o Lindsay did not find any issues indicative of engine problems when they had possession,o Lindsay concedes that even the services I declined to perform would not have caused the engine failure,o in less than hours from the time I picked up my vehicle from Lindsay it experienced engine failure ando failure of such a nature would not ordinarily occur if proper service was performed at Lindsay.Therefore, Lindsay is responsible for my car's engine failure. Regards,
*** ***
See Exhibit A, L/Certified Limited WarrantySee Exhibit B, Lexus Certified Mechanical Certification Inspection (listing requirements under "Engine Mechanical" none of which is reconditioning the internal components of the engine). See Exhibits C and D, ***.com advertisement and *** report See Exhibit E, Federal Highway Administration Average Annual Miles per Driver by Age Group (stating the average mileage as13, miles)
Based on my limited search for used cars, I found over certified Lexus vehicles with mileage exceeding 60,000.
See Lindsay's response On October 29, (Stating that even the declined recommended repairs would not have in any way affected the engine's lock-up')

To whom it may concern,This letter is in response to the complaint filed by *** *** regarding her Lexus GS*** *** brought her vehicle in for regular maintenance on October 10, The maintenance Service performed on her vehicle consisted of an oil change, under hood fluid
Service, Smart key battery replacement, visual inspections, air filter changes, and tire rotation and balanceThe maintenance performed did not require any internal components of the engine to be accessed or adjustedThe maintenance on the vehicle was performed by a Lexus Certified Technician and was performed correctly and met our high standards for quality.*** ***s' vehicle was towed to our location on 10/16/due to a complaint of the vehicle cutting off while drivingUpon examination by a Master Certified Lexus Technician on 10/19/2015, it was determined that cylinder #had coolant present and the tip of the spark plug was missingThe findings of Coolant in the cylinder bore required a tear down of the engine to determine the extent of the damageThe required flat rate time to tear down the engine, document the damage Bnd make recommendations for repairs is ten hoursAn agreement was reached with **, *** that she would pay three flat rate hours and Lindsay Lexus would pay seven flat rate hours as a goodwill gesture in the interest of Customer satisfaction to determine the cause of failure and the necessary repairsThe results of the engine tear down revealed a broken valve spring and Sévère damage to the engine block and cylinder head requiring a complete engine and cylinder head replacementThe total Cost of these repairs exceeded fifteen thousand dollarsThe internal damage to the engine was not caused by any maintenance or recalf work performed on the vehicleThe damage was caused by an internal component failure.*** ***s' vehicle is well beyond the manufacturer's warranty period, however, the cost of the repair was submitted to Lexus for Goodwill considerationLexus agreed to pay the Cost of the labor to install a new engine but the cost of the necessary parts would be *** ***s' responsibility, The parts required to perform this repair totaled $Based on the Kelley Blue book fair market value of the vehicle being $6400.00, we advised against repairing the vehicleSubsequently, *** *** had the vehicle towed from our premises.in Summary, the previous maintenance and recall work had no bearing on the internal failure of the engineThe vehicle is out of warranty and while the manufacturer has no obligation to repair the vehicle, they offered to pay for the labor to install a new engineThe repair costs far exceed the fair market value of the Vehicle, therefore; We advised no Work be performed.The Lindsay Lexus service department has a long Standing commitment to excellence in our quality of work and the treatment of our customersWe keep the best interest of our customers at the forefront of everything we doWhile we understand *** *** is not satisfied with the circu**tances surrounding the situation with her vehicle, we do not believe that Lindsay Lexus is responsible for the cost to repair her Vehicle.Sincerely,Bill C***Service Director

This letter is in response to the complaint filed by *** *** regarding a visit to our Lexus Service Center on June 8, *** *** requested to have the back up sensor on her vehicle replaced at no charge.As of June 24, we have resolved *** *** concern and replaced the sensor in
question The vehicle was out of warranty by mileage, so we replaced as a one-time goodwill in the interest of customer satisfaction.In summary, we feel that all concerns have been resolved at this time.Sincerely,Bill C***Service Director

To Whom It May Concern: [redacted]Unfortunately [redacted] is not being entirely accurate with her statements. She did configure a Vehicle online but when she came in and went over all the options with her sales representative, Mr. Thai T[redacted], she did not want to spend the money for the Luxury...

Package option and choose the Premium Package car. After agreeing to pricing [redacted] left a deposit and the vehicle was ordered and built to her specifications. When the car finally arrived she came to dealership, was given an opportunity to inspect the vehicle prior to signing any paperWork in the finance office, she renegotiated the sales price again at time of delivery, and then took delivery of the vehicle. Weeks later she sent in pictures of a Luxury Package vehicle saying that interior trim piece should have been a different color bamboo rather than the black bamboo color which comes on the Premium Package vehicle she ordered.The issues are that she got the exact vehicle she ordered based on the price point she wanted to be at and secondly, she actually changed the terms of the original contract when she re-negotiated the price, hence voiding anything that was agreed upon when she ordered the vehicle. Lastly, when she had originally come in to the dealership we actually had Luxury Package [redacted] Hybrids in stock but she did not want to spend the extra money to get one of those models and that is why we had to special order a car for her to begin with.We try to be as accommodating as possible but in this case we have done all that we were Supposed to do and are willing to do.If you have any further questions regarding this matter please feel free to contact me directly and thank you in advance for your attention to this matter.Ace R[redacted]General Manager Lindsay Lexus of Alexandria

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting Mr. C[redacted]'s response because at 147k miles, any master or certified mechanic that regularly works with the [redacted] Lexus product will tell you the [redacted] is built to last at least 300-400k miles if taken care of. I took care of the car. You can obtain the maintenance repair records from Lindsay Lexus of Alexandria. Every repair, every maintenance was handled their. The Lexus service management is stonewalling by leaning on the premise the car was out of warranty and thus they bear no responsibility whatsoever for the car breaking down. It is strange that it was the new car salesman from Lindsay Lexus who called me to advise the service department did not want to fix the car and would offer zero salvage value toward the purchase of another car.  Something is not right here - why would the new car salesman be involved with what is going on across the street in a different location in the service department??? I believe Lindsay wanted to lean on me to purchase another vehicle because they knew I really liked the way the Lexus drove and they thought it was more profitable for their business for me to purchase another vehicle.  Either the valve spring repair was not done at all, or it was not done properly when I brought the car back in for the recall on that valve spring.  Not only was routine maintenance performed but the annual inspection was also done during the 150k mile check up. There was nothing wrong with the car and Lexus was the first, the last, and only mechanics under the hood of my [redacted]. Is it considered "excellent customer service" to hold a car for two months and for every weekly status call to be initiated by me, the owner.  I continued to pay insurance to cover a car that was undriveable and I believed was going to be repaired by Lindsay Service.  At no time, did I converse with a Mr. C[redacted].  At no time was there an arrangement made between me and the service department to split labor costs.  I authorized $2k to tear down the car down to determine the problem. It was Judy from Corporate who advised "they" would pay the entire cost to tear down the car to get to the bottom of what happened to it. I have no idea why Lindsay charged me $544 for doing nothing. Moreover, Corporate also advised it would be up to the dealership to step up and offer assistance with repairs as from time to time the dealership does this for expensive repairs. Yet, I was offered none of this and told we are not going to repair your car (after 2 months). This was my 2nd new car purchased from Lindsay Lexus. I have been a loyal customer since December of 2000 and believed in the integrity of the product.  Thus, I am  requesting: 1.  Lindsay Lexus to provide me with the mechanics manual for the GS 2007 so that I may maintain the car - you can't find that manual anywhere. 2. I am requesting a refund of $544 as Corporate advised they were covering all the labor costs.  I believe Lindsay service double billed by making me pay $544 while also collecting from Corporate. 3. I am requesting $6k to purchase a remanufactured or crate engine and $3k for a certified mechanic to install the engine. Or, that Lindsay supply me with a remanufactured engine as I have no doubt they have access to these parts and can professionally evaluate the quality of the engine. Lindsay can most likely get an engine at a cheaper price than I can.  Asking for $9k is more than reasonable as Lindsay is advising the cost for parts alone is greater than $12k before labor is factored in.  To be driving between 55-60 mph and to have your car cut off without ANY warning and other cars and trucks bearing down on you when you drive a very nice car with a sophisticated diagnostics check and display system is clearly a defect that suddenly reared its head.  Maybe a lot of people choose not to hold on to a car for 8+ years but the #1 reason I purchased the car was because of its reputation for being built to last.  This saddens me to say but I believe I am being jerked around because I am a female, I am black, and I am over the age of 55 - facts that I did not want to bring to bear.  I do not believe if I were a white male that I would be having to go back and forth about this issue with Lindsay - 5 months now. I believe we would have come to some type of agreement. I continue to pay for tags, taxes and insurance on a car that is not driveable. If you looked under the hood of my car, you would note how clean and well cared for the car is. There is no reason why suddenly a $15k plus repair is called for on a Lexus [redacted] that every 3-4 months was seen for scheduled maintenance. I want to be treated respectfully and not thrown over the cliff because Lindsay Lexus has determined I am yesterday's news. I really enjoy the car and simply want it repaired. I want Lindsay to stand behind the Lexus product they sold me as any other ethical and responsible manufacturer would do.  I am declaring this is a problem that [redacted]/Lexus is aware of (this defect is on the internet) and it was determined to give me a crazy price of $15k so that I would go away and once again they could sweep this under the rug, cover it up, and not admit to any product defects. This is so unnecessary on so many levels. Lexus is not loosing money.  I do realize we are human and thus errors are going to occur - that's life.  But for Lexus to refuse to stand behind their high-end product refuse to repair the car and insinuate I am expecting too much out of this vehicle or I ran the vehicle with low or no fluids is a lie.  I wonder if you did a check at the dealership how many times a district manager got with a service manager to determine their "story" on how they were going to handle this. I have the pictures from the dealership showing it was the valve spring that broke and released the valve down through the engine and caused the damage in the engine head, cylinder block and pistons.  This is a manufacturer defect that was known to occur infrequently but reported on the ** 2007 and ** 2008 models and [redacted]/Lexus doesn't want to own this at all. I have no reason to make this up. I am intelligent and articulate and I am calling the company out on and their arrogance and consumer responsibility  to remedy this dreadful situation. I don't think it's just an "oh well" event.  I am asking Lexus to make this right.  I just want the car restored before this catastrophic event occurred.  This is a reasonable and honest request for a Lexus [redacted] with a 147k miles.           
Regards,
[redacted]

The client's complaint is that Lindsay Lexus pulled her credit twice and then [redacted] Financial Services pulled it again. The reason is because she submitted an online credit application on April 1, 2017 and we pulled her credit. Then when she came in on April 6 she filled and signed another credit...

application and never informed her sales representative that she had already submitted a credit application 5 days earlier. Both these inquiries are considered "soft pulls' and do not have a major impact on a client's credit score as we are not a bank. When the deal was finalized we then sent her information to [redacted] Financial Services, which is a banking institution, and they pulled her credit in order to open a new loan for her.I have asked out Finance Manager to send in a request to all three reporting agencies to have one of the inquiries from Lindsay Lexus removed.Please let me know if you have any questions about this response and thank you in advance for your assistance in this matter.Respectfully,Ace R[redacted]General Manager Lindsay Lexus of Alexandria

October 29,2015Dear [redacted],I am the attorney for Lindsay Lexus of Alexandria (“Lindsay”) and am writing in response to your October 19 2015 letter. When [redacted] brought his vehicle to Lindsay a few weeks ago, that was only the second occasion on which Lindsay had dealt with [redacted]. The prior occasion was in 2011 when Lindsay performed a manufacturer recall service on the vehicle. All other service and maintenance on the vehicle has been performed at other facilities.On this recent occasion, [redacted] again brought the vehicle in for Lindsay to conduct three recall services: repair of the fuel pressure gasket, repair of the trunk release handle, and repair of a wiper arm nut. As these were manufacturer recalls, there was no charge to [redacted] for this work. [redacted] also complained of a heavy idle when stopping, Lindsay was unable to duplicate this circumstance and Lindsay did not charge the customer for its effort to replicate the problem. Finally, [redacted] complained about a condition known as '‘sticky dash.” The sticky dash condition is something the manufacturer is covering under warranty, however there is a waiting list for parts so Lindsay was unable to perform that service for [redacted].During the servicing of [redacted]’s vehicle, Lindsay provided him with the use of a loaner vehicle at no cost. Lindsay had recommended some additional service work, but [redacted] declined these services and they were not performed.[redacted] picked up his vehicle on October 2,2015. The vehicle was towed back to Lindsay on October 3, 2015 because the vehicle had broken down. Lindsay determined that the engine had locked up. One possible cause of such engine failure would be a problem with the oil level, but as [redacted] states, Lindsay determined that the oil level in his vehicle was good. After that point, there would be no way to diagnose the cause of the engine failure without tearing down the engine to examine it. Lindsay's estimate for conducting this work and diagnosis was approximately $1,350.00. [redacted] would not authorize this work.Without being able to properly inspect and diagnose the engine, Lindsay is in no position to say why the engine locked up. While [redacted] has obtained some kind of analysis, it appears that this analysis was conducted on-line from a company in California which has never seen the vehicle. Thus the analysis is essentially a “blind analysis” dependent solely upon the customer’s narration and, respectfully, cannot serve to properly diagnose the engine lock up which occurred.One thing Lindsay can state with certainty is that nothing it di d could have caused this engine failure. None of the recall repairs in any way impacted the internal operations of the engine, Even the declined recommended repairs would not have in any way affected the engine's lock-up. It should further be noted that [redacted] is this vehicle’s third owner and that the vehicle has over 91, 000 miles.To conclude, nothing in the work Lindsay performed on [redacted]’s vehicle would have in any way caused the engine to fail. Once Lindsay excluded a lack of oil as a possible cause, the only way to properly diagnose the failure would be to conduct the forensic break down of the engine. [redacted] has withheld his permission for this work and, to Lindsay’s knowledge, no other facility has conducted such an examination. The timing of the break down is unfortunate, but it is in no way Lindsay’s responsibility, We thank you for giving Lindsay the opportunity to address this customer's concerns.Sincerely,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
The Business is misrepresenting the facts.  They have stated that I filled out two applications. One on line and one in the dealership with two salesperson.  This is not true..  They also stated that these are "soft pulls"  because they do no pull credit and they are not "soft" pulls.  They are hard inquiries on my credit report.  I would now like both inquiries from Lindsay Lexus dba as Alexandria Motors, Inc. to be removed from and an apology from the Business.    
Regards,
[redacted]

I originally took my car to the Ford Dealership for an issue with my A/C. I was told it was a sensor, which cost $25 and they would fix it for $1,200. I called Williams Automotive and they told me they could fix it for at least half of that. They fixed it for just under $600. Very fair and friendly people! Thank you!

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