Bell Lexus

Mr. [redacted] can service his vehicle at [redacted] Scottsdale Lexus

Hello [redacted]

 

[redacted] was absolutely told about the [redacted]. They are a theft protection product that provides a product warranty for $268.00.

I have retrieved [redacted] deal and I am attaching the document that he signed in the business office.

 

Thank you,

 

General Sales Manager

Bell Lexus North Scottsdale

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.

I was never told about the [redacted] and I did not know that they were on the contract. 

Regards,

Bad customer practice by sales people to lure customers to pay higher price than other dealers. If you do not buy from them, they will call you to come to their dealership to say they have better price. Once you fall for it, they will say they do not have that car any more and likely will ask for more money or sell you a different car. No integrity.

Review: When buying a car I was never told about the (optional) $268.00 [redacted]. Spoke to [redacted] (used car sales manager) and explained to him that I was not told about this charge. I asked him for a refund and he refused.

Business

Response:

[redacted] was absolutely told about the [redacted] and signed papers acknowledging that fact. [redacted] likes to grind and complain.

Consumer

Response:

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.

I was never told about the [redacted] and I did not know that they were on the contract.

Regards,

Business

Response:

Hello [redacted] was absolutely told about the [redacted]. They are a theft protection product that provides a product warranty for $268.00.

I have retrieved [redacted] deal and I am attaching the document that he signed in the business office.

Thank you,

General Sales Manager

Bell Lexus North Scottsdale

Review: I purchased my Lexus through this dealership back in December. It was a few weeks after I purchased the car when the first incident began. I had not received my plates in the mail so I called the dealership. They were unsure why I didn't receive the plates so they offered me a cal back. Cheryl advised the bank would need a copy of my insurance before I got my plates. Moving forward a few more weeks, still not receiving my plates. My paper plate expires 1/14 and today 1/11 I cal Lexus, again they are unsure what's going on. I get a follow up call saying that my car needs emissions. Finding out that my car needed emissions was shocking- shouldn't this have been done before I purchased the car- shouldn't have someone from this dealer call me to complete emmissions to move the purchase towards completion and obtain my plates, I think yes. A gentleman named Will got on the line. Will -who is a "supervisor" did not acknowledge my concern, didn't have the slightest empathy towards the situation. Instead he talked as if my concern was an annoyance. At the end of call, notibly fed up with my concern he hangs up the call. No thanks for calling Lexus or any type of call closing. At this point I'm offended and feeling disrespected so I take the time out of my day to drive to the dealership and ask to speak to Will's boss. Normand I comes and greets me. I explain the situation, my concerns to him and the all the while Normans is staring at me like a deer in headlights. He says that doesn't sound like Will I advised to pull the call recording. Normand was worse than will with his customer service skills- not acknowledging my concern, not having any sort of empathy, and not offering a resolution. I ask for Normans boss who wasn't in the office I asked for business card of the owner and was told that he didn't have a business card. This company won [redacted] for customer service; however, I didn't receive any type of service near [redacted] worthy.Desired Settlement: I would appreciate any type of resolution. It's sad when the customer has to tell the business to offer a resolution like I did with Normand. I hope Lexus will do what they see fit. Any type of customer service that shows why they won [redacted].

Business

Response:

This vehicle should have had the emissions done prior to delivery. This was our mistake. Will offered to have the vehicle picked up and a loaner dropped off while getting the emissions completed. Ms. [redacted] declined his offer. Will had a lengthy conversation with Ms. [redacted] and thought that the conversation was over when he hung up. Ms. [redacted] then showed up in the service drive complaining about the customer service. I met with Ms. [redacted] and listened to her complaints. I apologized to her several times. She accused us of being disrespectful because she is a younger woman which is absolutely untrue. Ms. [redacted] had a very belligerent attitude. I got her a loaner car to drive and had her vehicle taken for emissions. I also had her car detailed and filled with gas.

Consumer

Response:

I will agree that Will offered a loaner car; however, his delivery in this offer was terrible. There is a difference between great customer service, good customer service, poor customer service, and terrible customer service. The reason I didn't take Will's offer was because I got terrible customer service. Also, for Lexus to say Will had a lengthy phone call me with me is false. Per phone records it was a 9 min call, and some of that time was hold time as I was speaking to another agent who transferred me to Will the supervisors. This is why I couldn't even call this company back which than prompted my drive to Lexus to speak to Will's boss Normand. I even told Normand to pull the call to see what went down on that call. Also, after reading the company's it saddens to me that they are responding negatively and untruthful. For the company to say I had a belligerent attitude is absolutely false. I did not raise my voice once, I was not hostile, I was not aggressive. I know Lexus has videos cameras. Please pull the footage and see how cool, calm, and collective I was. Also, when I went to pick my car up I found out that I had been deceived. When I asked for Normand’s boss he told me it was Bryant, and he was the owner, and that Bryant didn't have a business card. Come to find Bryant is the son's owner. I also would like to point out when I dropped my car off, as Normand is walking me to my car, I told him when I bought the car you all patched the tire which than when flat and I asked how to get a spare tire. Normand asked if the tire was in the car I said yes, in the back under the floor mat. He rudely responds I think I can spot a tire. For him to make a nasty remark after I just complained about customer service was uncalled for and shows his character. At this point I'm not surprised my Lexus's response and false accusations, and I don't expect them to do anything to take me seriously. It saddens me that I have done business with a company like this, I truly hope the Revdex.com can help me and get my voice heard.

Business

Response:

I apologized several times, got her a loaner car, sent her car for emissions, repaired her tire, filled the car with gas and detailed the car. I am sorry that her experience was less than her expectations. I never responded rudely regarding her spare tire. However, several employees commented on her belligerent attitude including her service advisor.

Review: On October 22, 2014, we purchased a 2013 Lexus RX350 from Bell Lexus, [redacted]. After resolving financial issues and salesman's tactics with Lexus Headquarters,we were informed that we are banned from their two Dealerships and have been refused regular service on or vehicle. After many attempts to rectify this situation, we were told by the Bell Lexus Sales Manager, it is time to move on from this issue.OUR ONLY COMPLAINT IS THAT THEY ARE REFUSING TO PROVIDE US WITH SERVICE ON THIS VEHICLE IN WHICH WE HAVE INVESTED NEARLY $46,000.This refusal of service was a voice message left on our answering machine after we made a special 194 mile round trip from Sedona for our first service on this vehicle.Desired Settlement: WE WOULD JUST LIKE THEM TO PROVIDE REGULAR SERVICE REQUIRED AS PART OF THE ORIGINAL SALES CONTRACT OR EXPLAIN THEIR POSITION ON THIS MATTER.

Business

Response:

Mr. [redacted] purchased a 2013 RX 350 from Bell Lexus North Scottsdale in October 2014. He sent a letter in January 2015 to the President of Lexus and the [redacted] complaining that he had paid too much. I contacted Mr. [redacted] to discuss his situation. I provided him a Kelly Blue Book valuation showing his vehicles value at only $652 less than when he purchased it in 2014. I also offered to trade him out of the vehicle but he declined. Mr. [redacted] has continued to complain about his experience and condemn Bell Lexus North Scottsdale. We have reached out and attempted to resolve this issue. Mr. [redacted] is not in touch with reality or open to logic. Also, Mr. [redacted] is not telling the truth when he states “after resolving financial issues and salesman’s tactics with Lexus Headquarters”. Lexus dismissed his complaint as groundless and provided no financial relief. It became apparent that there was no reasonable way to satisfy Mr. [redacted]. We decided based on Mr. [redacted]’s disdain for our dealership that it was best for him to do business with another dealership. Bell Lexus North Scottsdale has one of the highest customer satisfaction rating within Lexus. Bell Lexus North Scottsdale is a 19 winner of the prestigious Elite of Lexus Award which requires exemplary customer satisfaction. We value our customers and do our utmost to satisfy them. I have attached a letter I sent to Mr. [redacted] in January 2015. Yours truly, [redacted]General Sales ManagerBell Lexus North Scottsdale

Consumer

Response:

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.

Mr. [redacted] continues to make this a money issue. And again, we repeat the money issue was resolved long ago with Lexus Headquarters.. Our complaint is Mr. [redacted]'s refusal to service this $46,000. car which is part of the original contract. He continues to banter about the money issue even to the [redacted]'s Office instead instead of addressing the complaint agains him. Perhaps he should read some of the complaints on "[redacted]" about his way of serving customers. We would like to include a copy of a "statement posted on Lexus website.

Review: On 04/26/2013 I purchased a 2006 Mercedes Benz CLS from bell lexus with an extended warranty which according to the sales team in the dealership would cover all potential repairs the car would need.

Since the purchase of the car it has spent more time in the shop then in my possession. The 1st major repair began on 06/04/2013 which required the front end suspension to be repaired because the car was not able opperate without correction made , the total for this service was $2,600. Then 17 days later on 06/202013 the car had to return to the dealership for repair because the seal on the motor and transmission where in non working condition causing the car to leak oil from both motor and transmisssion. This fortunately was covered by the extyended warranty and they covered $1,843.05 leaving me a balance of $116.63 out of pocket for this reapir. Then on July 8, 2013 the car returned to the shop for a major repair which involved the suspension of the rear. The car repair bill for this repair $4,499.13 and is still in the shop , for I beleive the dealer who sold me this car should be held responsibile for the repair due to $ 9,058.78 have been required to operate this vechile which I have only been able to drive for approximately a month since the purchase. I am in jeopardy of losing the car due to default on the loan , at time of purchase I made a $7,000 down payment and have only driven the car for a month due to all these issues. &k is alot of money to pay to drive a car for a month. PLEASE HELP.Desired Settlement: I wouild like for Bell Lexus to pay for the current repairs of $4,499.13 , for the $3,000 extendeed warranty purchased has not satisfied the repairs I was told it would.

Business

Response:

We just received your letter dated 10/19/2013. I wanted to respond immediately with regard to “product issues”. The customer, [redacted] purchased a 2006 Mercedes-Benz CLS on 4/26/2013. He did purchase a warranty for $2,999 and the warranty has covered $1,843.05 of repairs to date. We make it clear that warranties do not cover all repairs. We inspect every vehicle and make sure that all safety items meet requirements. This vehicle passed inspection. Unfortunately when purchasing a 7 year old vehicle you never know when different items will need repair. We also have no idea how this vehicle has been driven since the date of purchase. This is a high performance automobile. When repairs are needed on a Mercedes-Benz that was probably $80,000 new they can be expensive. This situation is unfortunate and we feel badly for Mr. [redacted] However, we have not done anything inappropriate, dishonest or unethical.

Yours truly,

General Sales Manager

Bell Lexus North Scottsdale

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Consumer

Response:

I would like bell lexus to pay a 1/2 of the bill.

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,