Arrowhead Lexus

To the service manager,Just over a month ago, my vehicle was serviced, in which the Lexus dealership had to replace the water pumpThere was no leakage, moisture or seepage until they replaced the water pump, in which they had to remove the timing cover My vehicle had no issue until that repair, now there seems to be moisture or so called seepage I would appreciate for the Lexus dealership to send copies of the photos that were takenAnd explain why now after this repair I have seepage at the part that they need to remove in order to fix the water pump

Revdex.com: 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 For your reference, details of the offer I reviewed appear below.Arrowhead Lexus' information is incorrectI tried to get some resolution from the Sales Manager by trying to get ahold of him three times over a one month period and never heard from himHis answer was always "I'll get back to you on that..." and never didThus, I gave up on trying to bring the car to Arrowhead Lexus and went to [redacted] instead, who was much more helpful.My complaint of poor service and total disregard for my needs still stands with Arrowhead Lexus Regards, [redacted] ***

I am an owner of a Lexus ES 350, which was purchased at this dealership I purchased extended warranty in case issues arise I would be coveredOn 9/12/Arrowhead Lexus found seepage on my timing cover But refused to fix the issue since they claim the seepage is not on a level Keep in mind my warranty covers this issue, warranty is not expiring for another year stillFor a car has low mileage I spoke to the service manager Rick who was all over the place made one crazy iexcuse after another as to why they refuse to fix the problem He even stepped so low as to claim that I probably purchased the car with seepage, that's just nuts.They acknowledge that there is a problem but refuse to fix it Advising me to take the car into another Lexus dealership, I don't understand why since the car was purchased from them and always serviced thereI contacted the Lexus customer service to only wait for two weeks to hear from a rep who in seconds claimed we stand by our

Mr*** never brought his vehicle back to our dealership to have us look at the leather on the GS 450h He called and described the issue to our sales manager and then we never heard from him againLeather is a wear and tear item and unless it is an issue when the car is new, rarely can it
be tracked as a warranty issue.Sincerely,* *** ***General Sales ManagerArrowhead Lexus

The service manager has acknowledged this customers concernCustomer brought the vehicle here with a statement that his "Power Steering" was leaking (told to him by someone other than a dealership tech)There was no power steering leakThe only thing found was a slight amount of moisture from a
location at the timing coverThe moisture seen is not a leak and can be considered seepageThis amount of moisture is not significant enough to justify the disassembly of the engineThere are levels of leakage/seepage that differentiate the need of repair versus monitoringThese standards are set by Lexus (The manufacturer) and must be adhered to by the dealershipPictures if his concern were sent to Lexus after this customer insisted the repair be performedThe pictures were sent in an effort to have Lexus give direct authorization to repair this customers vehicleLexus after inspecting the pictures agreed with Us, that no repair was needed or could be authorized at this timeThis customer has a remaining portion of Factory warranty (expires 10.24.17) and an extended warranty that goes till / The item of concern is a repair that when needed, will be covered by the customers extended warrantyThe customers concern is that he does not want to wait till this desired repair is justified and wants it done now and not laterThe repair concern at this time is not needed and is unwarrantable.Jane C*** * office manager of Arrowhead LexusCcRick Estep / service manager of Arrowhead Lexus

We have reimbursed Mr*** for his new tags even though we feel he has taken advantage of this situationWhen Mr*** purchased his new vehicle, he was informed that we were applying his plate creditAfter learning this, he contacted Motor Vehicle Department and collected his remaining
credit, making our credit null and voidRegarding his payoff; it was by his request that we lower the payoff amount on his trade due to his stating that he had just made a payment and that the payoff would be reducedAfter expressing caution, we reduced the payoff with the understanding that if it camer back higher, he would be responsible for the differenceMr*** agreed to do soOur feeling is that Mr*** manipulated our store, and the system, and has recieved money he wasn't dueIt is our impression that Mr*** knew exactly what he was doing and is dishonest with his explanationArrowhead Lexus will not provide anything more than what we have already done in paying for his new tagsWe are not worried about him coming back, in that he is no longer welcome back to the dealership.Sincerest Regards, Arrowhead Lexus

Lexus GPS voice activation does not work properly over miles away from destination ,cannot find address,it has to be typed inArrowhead Lexus Peoria Az
Manufacturer and dealership no help However if you want to use destination assist there is a charge for that, like BAIT and Switch, designed that way but they will not tell you that when you purchase the carVoice activation limited have to type in address,

To Whom It May Concern,The cause of the customers concern is not a result of the service or any product applied during the service at Arrowhead LexusCustomers concern has been brought to the attention of the body shop owner that Arrowhead Lexus uses and in his opinion and statement
also not a result of the services or products used by Arrowhead LexusTo address a potential future customer we stated that we would share in the expense of the repair even though it was not our fault in the amount of $Customer then stated that the offer was not good enough and did not believe the Service Manager nor body shop owner and is now seeking the entire assistance through the Revdex.com complaintWe believe that we went above and beyond any obligations that Arrowhead Lexus might have had and with the further escalation of this complaint to you the Revdex.com Arrowhead Lexus has now decided to rescind the previous offer and will no longer offer any assistance towards this concernPlease see attached documentation from Lexus between the customer and the Service Manager at Arrowhead Lexus regarding all that was offered to assist in her concernThank you for your assistance in this matter,Arrowhead Lexus

Revdex.com:
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.  For your reference, details of the offer I reviewed appear below.Arrowhead Lexus' information is incorrect. I tried to get some resolution from the Sales Manager by trying to get ahold of him three times over a one month period and never heard from him. His answer was always "I'll get back to you on that..." and never did. Thus, I gave up on trying to bring the car to Arrowhead Lexus and went to [redacted] instead, who was much more helpful.My complaint of poor service and total disregard for my needs still stands with Arrowhead Lexus.
Regards,
[redacted]

To the service manager,Just over a month ago, my vehicle was serviced, in which the Lexus dealership had to replace the water pump. There was no leakage, moisture or seepage until they replaced the water pump, in which they had to remove the timing cover.  My vehicle had no issue until that repair, now there seems to be moisture or so called seepage.  I would appreciate for the Lexus dealership to send copies of the photos that were taken. And explain why now after this repair I have seepage at the part that they need to remove in order to fix the water pump.

On May 11, our General Sales Manager spoke to Mr. [redacted].  Mr. [redacted] indicated he has an appointment with a representative from Lexus Corporate on May 26 at 1:30pm.  Mr.  [redacted] said he does not expect the dealership to do anything until Lexus Corporate has made a decision.  Our General Sales Manager has confirmed this appointment with Lexus.  After a decision has been made by Lexus Corporate, Mr. [redacted] and General Sales Manager will further discuss the issue. If you have any further questions or concerns, please do not hesitate to contact me. Sincerely[redacted]OFFICE MANAGER

On May 11, our General Sales Manager spoke to Mr. [redacted].  Mr. [redacted] indicated he has an appointment with a representative from Lexus Corporate on May 26 at 1:30pm.  Mr.  [redacted] said he does not expect the dealership to do anything until Lexus Corporate has made a decision.  Our General Sales Manager has confirmed this appointment with Lexus.  After a decision has been made by Lexus Corporate, Mr. [redacted] and General Sales Manager will further discuss the issue. If you have any further questions or concerns, please do not hesitate to contact me. Sincerely[redacted]OFFICE MANAGER

Mr. [redacted] never brought his vehicle back to our dealership to have us look at the leather on the GS 450h.  He called and described the issue to our sales manager and then we never heard from him again. Leather is a wear and tear item and unless it is an issue when the car is new, rarely can it...

be tracked as a warranty issue.Sincerely,[redacted]General Sales ManagerArrowhead Lexus

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.  For your reference, details of the offer I reviewed appear below.Arrowhead Lexus' information is incorrect. I tried to get some resolution from the Sales Manager by trying to get ahold of him three times over a one month period and never heard from him. His answer was always "I'll get back to you on that..." and never did. Thus, I gave up on trying to bring the car to Arrowhead Lexus and went to [redacted] instead, who was much more helpful.My complaint of poor service and total disregard for my needs still stands with Arrowhead Lexus.

Regards,

We have reimbursed Mr. [redacted] for his new tags even though we feel he has taken advantage of this situation. When Mr. [redacted] purchased his new vehicle, he was informed that we were applying his plate credit. After learning this, he contacted Motor Vehicle Department and collected his remaining...

credit, making our credit null and void. Regarding his payoff; it was by his request that we lower the payoff amount on his trade due to his stating that he had just made a payment and that the payoff would be reduced. After expressing caution, we reduced the payoff with the understanding that if it camer back higher, he would be responsible for the difference. Mr. [redacted] agreed to do so. Our feeling is that Mr. [redacted] manipulated our store, and the system, and has recieved money he wasn't due. It is our impression that Mr. [redacted] knew exactly what he was doing and is dishonest with his explanation. Arrowhead Lexus will not provide anything more than what we have already done in paying for his new tags. We are not worried about him coming back, in that he is no longer welcome back to the dealership.Sincerest Regards, Arrowhead Lexus

To Whom It May Concern,The cause of the customers concern is not a result of the service or any product applied during the service at Arrowhead Lexus. Customers concern has been brought to the attention of the body shop owner that Arrowhead Lexus uses and in his opinion and statement...

also not a result of the services or products used by Arrowhead Lexus. To address a potential future customer we stated that we would share in the expense of the repair even though it was not our fault in the amount of $2000.00. Customer then stated that the offer was not good enough and did not believe the Service Manager nor body shop owner and is now seeking the entire assistance through the Revdex.com complaint. We believe that we went above and beyond any obligations that Arrowhead Lexus might have had and with the further escalation of this complaint to you the Revdex.com Arrowhead Lexus has now decided to rescind the previous offer and will no longer offer any assistance towards this concern. Please see attached documentation from Lexus between the customer and the Service Manager at Arrowhead Lexus regarding all that was offered to assist in her concern. Thank you for your assistance in this matter,Arrowhead Lexus