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Artist Oasis Gallery

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Artist Oasis Gallery Reviews (1)

Initial Business Response /* (1000, 5, 2015/02/25) */
Contact Name and Title: [redacted] Director
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@[redacted].com
To whom it may concern;
Ms. [redacted] originally told us that she had allegedly gone through our state-of-the-art car wash on...

Tuesday 02/10/2015 or Wednesday 02/11/2015. She then returned to the dealership on the afternoon of Friday 02/13/2015, saying that a piece of trim surrounding a rear door window was missing and that it must have happened in our car wash. The trim surrounds a small triangular piece fixed glass that is behind the rear door window that goes up and down. From the factory, this trim piece is secured via special tape that in 20+ years experience at the dealership, we have not seen come apart. Upon inspecting Ms. [redacted]'s 2004 Lexus RX330, it is very obvious that paint and/or body work has been done to the vehicle in this vicinity. In addition, there is evidence of glue on the glass where, in our opinion, it is obvious someone attempted to previously glue the piece of trim back on.
From the factory, the trim piece surrounding the glass is not designed in such a way that it can be removed and re-attached. The pieces are fused together at the factory and Lexus only sells the two parts as a single unit (just like it came from the factory).
Due to the fact that the vehicle 11 years old has already been to a body shop on one or more occasion for repairs in that area of the vehicle, that foreign adhesive residue is evident from what we believe to be a prior attempted repair, and that there was a gap in time between when she alleged had her car washed and when it was brought to her attention, we respectfully concluded and communicated that we would not pay to correct her cosmetic issue. She became very belligerent and "made a scene" in our service reception area. She called the General Manager on Monday afternoon. He returned her call on Tuesday and explained the exhaustive level of training and detail that went into building our car wash. In addition, due to the circumstances outlined previously, re-iterated that it was not reasonable to try to ask the store to pay for the repair.
The General Manager explained our good reputation and that we are the only Lexus Dealer in Illinois, Indiana, Wisconsin, and Michigan to earn Lexus' Highest Elite Award for customer satisfaction 21 years in a row (one only 11 Lexus Dealers in the entire country with that distinction). The GM also pointed out our A+ rating with the Revdex.com and that a family member had even served on the board. Ms. [redacted] wrongly surmised that the GM was trying to do was explain our overall excellent record of customer service. She ended the conversation indicating that unless we pay for the repair she would immediately disparage our name in the public domain. We believe our conclusion is reasonable and that we will not be bullied into paying for a repair of an 11 year old vehicle that has obvious evidence of prior body/paint work.
The car wash is a special privilege we offer to our customers at no charge.
Sincerely,
[redacted]
Service/Parts Director
Initial Consumer Rebuttal /* (3000, 7, 2015/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree to the statement from Lexus.
First of all no body work was done on my car near this trim.
Second I did not use a glue on my car ,neither the body shop that I go to ever used a glue.
I bought this car from this Lexus dealer as used and if anybody from this shop used glue I was not aware of it until the trim felt off of my car.
Yes it is true that I went and wash my car on Tuesday and came back on Friday , but I have noticed this on Thursday night.
No repair was done ever around this area of my car.
I believe that the car wash brushes removed the trim.
I also do not agree with the statement from Lexus that they have never had any bad experience with their car wash because a lot of people I know have had problems with this dealer car wash.
Final Business Response /* (4000, 9, 2015/03/06) */
To Whom It May Concern:
Ms. [redacted] admits that there has been prior paint and body work done on her approximately 11 year old car. What she may not realize is that when a specific area of a car is painted/repaired, it is common to have to blend into adjoining areas in order to make the color matching as close and less obvious as possible. It is common to remove whatever trim pieces are possible prior to painting. That way, when the painting is complete, and the trim pieces are re-installed, the edge of the paint line is not noticeable. The trim surrounding the small fixed window is not intended to be removed separately from the window. The proper way to do it involves removing and re-installing the window with the affixed trim. Perhaps the body shop she used was not aware that the trim was not intended to be removed from the window. Also, our car wash typically washes anywhere from 400 to 700 vehicles a day. In the 10+ years since the car wash was built, and our Service Director (of 25 five years) who oversees it daily operation, he has never seen this piece of trim come loose before. On the very rare occasion some minor issue arises in the car wash, the car wash staff immediately brings it to the attention to the Service Director. We would strongly refute Ms. [redacted]'s statement that our car wash has problems. In reality it is quite the opposite. We have a very selective clientele who are quite particular about the care of their Lexus vehicles. We often receive unsolicited very positive comments about the operation of our car wash and the staff that operate it. We find it ironic that if Ms. [redacted] has concerns about our car wash, why would she continue to use it on an on-going basis? This is a family business that is known for superior service. Last week we were informed that we earned Lexus' Elite Customer Satisfaction Award for the 22nd consecutive year. As outlined in our previous response to this matter, we believe that there is enough uncertainty surrounding this situation that we feel that Ms. [redacted] should be responsible for the replacement of the trim/window of her vehicle.
[redacted] General Manager

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