Classic Lexus

From: [redacted] Date: Sat, Apr 15, at 7:PMSubject: ID [redacted] To: [redacted] Hi [redacted] My name is Matt D***, I am the General Manager at Classic Lexus After seeing the Complaint from Mcarther W [redacted] I reached out to Mr W [redacted] yesterday to present an option if he was still not happy with his NX I explained to Mr W [redacted] that I am absolutely interested in his hapiness with his NXand I wanted to present him with further options to get out of a vehicle if he was not interested in it or to inspect it again The first option I presented was giving him even more for the trade at 35,compared to the generous 35,that we showed in January He paid $36,for the used vehicle on October 10, and this would have meant he was getting well over trade in value and had a vehicle for months This is only $different from that original purchase price That is $a month expense for a vehicle that you could not rent or lease for that much with zero down and that we were taking back in with no problem at allMany people get buyers remorse and we understand that and always want to try and still keep them happy and that is the reason for this large amount of trade value but we also have tried to accomodate any issues and will continue to look at any issues he has because the vehicle is still under warranty After any issues that have come about we have always addressed and he has not let me know that there are any further issues and has left with out complaint Other than what I saw he mentioned in the original letter or this second one I did not know he was not happy and I am happy to reinspect the vehicle if needed or show him options to trade out of it We have been more than fare with the amounts we have offered to get him out of the NX but we have to account for the usuage and the time he is staying in the vehicle when he leaves without complaint Each time he has left he has said he will just stay in the and he never expressed wanting out of the vehicle again until the NX had come up in January and that was months after purchase We have continued to look for something similar due to the letter to the Revdex.com but when we speak with him directly he mentions he would like to stay in his current NX When the vehicle was last serviced for the noise he was hearing we serviced it and after testing it with our technician it was taken care of I did not hear back from the customer that there were any further problems until seeing this letter Even when I spoke to him yesterday (4/14/2017) there was no mention from Mr W [redacted] that he was still hearing any noises If he was to come in at anytime and let service know or call me directly to let me know he was still having an issue or hearing any noises we would absolutely look into the problem The vehicle is under complete warranty and not only will Classic back it but Lexus will The vehicle has a year 50,comprehensive warranty from the manufacture from the original in service date Mr W [redacted] has always been so polite and nice with the dealership and with me directly everytime I speak with him and I absolutey show him that same respect but what is surprising is that the letters he submits into Revdex.com are not what he is expressing to the dealership or to me When I presented the option of a new Lexus NXat a lease payment less than his current payment with no additional money down and with the option to purchase it out at the end of the lease for less than what he bought the used at he said he would "just stick with the one he has and see how it goes." He did not say it sarcastically at all and made it sound like he would just continue to drive it and everything is good I once again said please let me know if you would like us to find another vehicle and that is why I was providing him with some new options I gave him my name and number and I told him I would continue to look out for a very low miled or to give him another option if he is interested but the last one presented was a and he did not want to go that new and increase his payment We were stepping up much higher on the trade value than what it would normaly come back in at after months and we are doing the same now after months The current offer I gave to Mr W [redacted] is to have him in a month lease by trading his vehicle back in and he would be at $a month and then he could buy it out at the end of the lease for $22,plus tax and fees He is currently at $a month for months and he paid $36,plus tax and fees and he did not put anything down I thought by moving him to a brand new and lowering his payment with no money out of pocket again would put him in a great position in years to either buy out the lease or turn it in with less expense than his current loan I also mentioned he could purchase the but it would be a higher payment but he said he would rather just stick with what he has and see how it goes When I finished the conversation with him it was very pleasent and I told him to feel free to consider this option and if anything else came up to please contact me but if he was not interested in getting out of his current vehicle to contact me if he changed his mind I gave him my name again just in case he did not have it and also my contact information 1.) I at this time I have offered to trade him out of his NXfor well more than the market value for a brand new one or for another vehicle and he is not intersted in doing thatHis answer was that he would just stick with his current vehicle I gave him the option to call me if he changed his mind 2.) I am willing to look over any problems that he feels the vehicle now may have because it is still under complete warranty and he can keep it under his current loan My goal is to have [redacted] happy with his current vehicle or provide him with options to get into something else He has expressed to me that he would like to stay with his Please let me know directly if there is anything else I can do to help Sincerely,Matthew D***General ManagerClassic Lexus [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowI am very appalled by MrD***'s response, in which he stated repeatedly, that I was confident that my concerns with the vehicle were addressed every time I went thereTo be very clear, I am a very busy person and I was using my desperately needed time to take the vehicle to them to correct the defects, that still exist today MrD [redacted] alleged that when the service technician and I took the vehicle for test-drive, the technician did not notice anything unusualWell, this is certainly not true, because the service technician told me "I will go nuts if I had to drive a car constantly hearing such an annoying noise"Also, according to the receipt (SEE ATTACHED) given to me on 01/03/17, the technician stated that a cover was loose under the left passenger side door, and they stated on the receipt that the panel was removed, insulated and reinstalled with new clips and that took care of the squeak and rattling noiseInterestingly, that noise is still heard in the cabin at freeway speedPerhaps the technicians are either incapable of accurately diagnosing and repairing the vehicle or they are just not willing to do it.I was also very astonished to find out from the vehicle service history report supplied by MrD***, that on 08/17/the vehicle was involved in an accident resulting in damage to the rear windshield, after a valet driver backed into an AC unit I truly think this vital information would have helped us in deciding whether to get the vehicle or pursue another oneAs a reputable company, as they claim, this information should have been made available to us Instead, we were provided with a clean car fax report, which it is fair to say now that it was completely misleading.Furthermore, MrD [redacted] also stated in his response that after he offered me a version of the vehicle for $plus tax, with a trade value of my vehicle for $I told him that I did not want to move forward, and that I would just keep the vehicleAbsolutely, that is not true Taking into consideration everything that transpired with this vehicle, I felt that the least Classic Lexus could do was to apply the full purchase price of my vehicle to the new vehicle, but instead they were offering a much lower price than what I paidTherefore, I could not move forward with the new vehicle I felt that I was being penalized for something perhaps, they are responsible for and either are incapable of repairing or just not willing to go the extra mile to repair itIn comparison, my Saturn Vue is extremely quieter than this vehicleSo, I told MrD [redacted] that it would be best to replace the vehicle with another vehicle of the same year and possibly with or around the same mileageAnd the last thing MrD [redacted] told me was that they do not have any model in stock, but I should give him few days to allow him to secure one from Lexus auctionSince then, I have not heard from him.Regards, [redacted]

[redacted] AttachmentsFeb (day ago)to me Hi [redacted] 2/12/[redacted] purchased his Certified Used Lexus NX200t with vin [redacted] on 10/10/MrW [redacted] had a concern involving brake noise two months after his purchaseOn 12/16/2016, MrW [redacted] brought his vehicle into our service department to address the concernUpon inspection and road test by our technician, the vehicle was found to be working properlyThe “clicking noise” heard by MrW [redacted] was determined to be the antilock brake system doing its jobWhile MrW [redacted] ’s car was here, one of our service porters backed into his front bumper at less than two miles per hourMrW [redacted] and I inspected the vehicle and they noticed no damage at that timeMrW [redacted] seemed confident that we had addressed his issue and left with his vehicle Two weeks later, on 12/30/2016, MrW [redacted] brought his car back to the dealershipHe had noticed some damage on the front bumper of his vehicleWe viewed the vehicle togetherAt this time, I noticed the front license plate bracket to be crackedBehind the plate bracket there was a small indention the size of half of a dimeI offered to replace the front plate bracket, and to paint the front bumperMrW [redacted] agreed to have the front plate bracket replacedHe declined have the bumper painted, instead opting for a complimentary oil change and tire rotation, because of the small size and placement of the indention on the bumperDuring this visit, MrW [redacted] said he still had some concerns with some noises he was hearing from his vehicle, as well as, he thought the vehicle was pulling to the leftMrW [redacted] asked me to take a drive with him to hear the noiseI thought it would be better to have a service associate to go with him to better as the noise, and he agreedOur associate did not notice anything out of the ordinaryI offered MrW [redacted] a loaner vehicle, and told him I would have a technician inspect his entire vehicle againMrW [redacted] agreedI assured him that his happiness with his purchase was our first priority, and that I would do this complimentary second inspection for his piece of mindUpon this second inspection, the vehicle was found to be in excellent operating conditionWe replaced his front license plate bracket, and performed a complimentary four wheel alignmentMrW [redacted] picked up his vehicle, and said he was satisfied On 1/6/2017, I was contacted again by MrW [redacted] He said he was still concerned with the operation of his carI asked what his concern was aboutHe stated he thought his car was problematic, and he wanted a different vehicleI asked him to come to the dealership, so we could discuss his options and he agreedUpon, arrival we talked about what vehicle MrW [redacted] might want insteadI had a Lexus NX200t in stock with milesMrW [redacted] liked this vehicle after a test driveI offered this vehicle for $plus tax, which was only $more than he paid for his vehicle, a NX200t with miles, on 10/10/I also offered him $for his vehicle on trade, which he paid $but MrW [redacted] did not want to move forward on the at this timeHe said he would just keep his vehicle, and he would contact me if he wanted to go in a different direction We felt we offered him a great alternative option to trade out of his vehicle with a higher trade value then the market due to the unfortunate situation but could not waive the taxes needed on the first or second possible purchase We also addressed any and all of his concerns with the current NX and he had decided he would stay with that vehicle*Attached above is a copy of the service history, the numbers from MrW [redacted] ’s original purchase and from the proposed purchase on 1/6/2017, as well as, auction values of MrW [redacted] ’s vehicle at the time of the proposed second purchase Kindest Regards, [redacted] Certified Sales ManagerClassic Lexus [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I am very appalled by Mr. D[redacted]'s response, in which he stated repeatedly, that I was confident that my concerns with the vehicle were addressed every time I went there. To be very clear, I am a very busy person and I was using my desperately needed time to take the vehicle to them to correct the defects, that still exist today.  Mr. D[redacted] alleged that when the service technician and I took the vehicle for test-drive, the technician did not notice anything unusual. Well, this is certainly not true, because the service technician told me "I will go nuts if I had to drive a car constantly hearing such an annoying noise". Also, according to the receipt (SEE ATTACHED) given to me on 01/03/17, the technician stated that a cover was loose under the left passenger side door, and they stated on the receipt that the panel was removed, insulated and reinstalled with new clips and that took care of the squeak and rattling noise. Interestingly, that noise is still heard in the cabin at freeway speed. Perhaps the technicians are either incapable of accurately diagnosing and repairing the vehicle or they are just not willing to do it.I was also very astonished to find out from the vehicle service history report supplied by Mr. D[redacted], that on 08/17/2016 the vehicle was involved in an accident resulting in damage to the rear windshield, after a valet driver backed into an AC unit.  I truly think this vital information would have helped us in deciding whether to get the vehicle or pursue another one. As a reputable company, as they claim, this information should have been made available to us.  Instead, we were provided with a clean car fax report, which it is fair to say now that it was completely misleading.Furthermore, Mr. D[redacted] also stated in his response that after he offered me a 2016 version of the vehicle for $39855.00 plus tax, with a trade value of my vehicle for $35000.00 I told him that I did not want to move forward, and that I would just keep the vehicle. Absolutely, that is not true.  Taking into consideration everything that transpired with this vehicle, I felt that the least Classic Lexus could do was to apply the full purchase price of my vehicle to the new vehicle, but instead they were offering a much lower price than what I paid. Therefore, I could not move forward with the new vehicle.  I felt that I was being penalized for something perhaps, they are responsible for and either are incapable of repairing or just not willing to go the extra mile to repair it. In comparison, my 2009 Saturn Vue is extremely quieter than this vehicle. So, I told Mr. D[redacted] that it would be best to replace the vehicle with another vehicle of the same year and possibly with or around the same mileage. And the last thing Mr. D[redacted] told me was that they do not have any 2015 model in stock, but I should give him few days to allow him to secure one from Lexus auction. Since then, I have not heard from him.Regards,
[redacted]

[redacted]AttachmentsFeb 13 (1 day ago)to me Hi [redacted]                                                           ...

                                                                                                                                                    2/12/2017[redacted] purchased his Certified Used 2015 Lexus NX200t with vin [redacted] on 10/10/2016. Mr. W[redacted] had a concern involving brake noise two months after his purchase. On 12/16/2016, Mr. W[redacted] brought his vehicle into our service department to address the concern. Upon inspection and road test by our technician, the vehicle was found to be working properly. The “clicking noise” heard by Mr. W[redacted] was determined to be the antilock brake system doing its job. While Mr. W[redacted]’s car was here, one of our service porters backed into his front bumper at less than two miles per hour. Mr. W[redacted] and I inspected the vehicle and they noticed no damage at that time. Mr. W[redacted] seemed confident that we had addressed his issue and left with his vehicle.  Two weeks later, on 12/30/2016, Mr. W[redacted] brought his car back to the dealership. He had noticed some damage on the front bumper of his vehicle. We viewed the vehicle together. At this time, I noticed the front license plate bracket to be cracked. Behind the plate bracket there was a small indention the size of half of a dime. I offered to replace the front plate bracket, and to paint the front bumper. Mr. W[redacted] agreed to have the front plate bracket replaced. He declined have the bumper painted, instead opting for a complimentary oil change and tire rotation, because of the small size and placement of the indention on the bumper. During this visit, Mr. W[redacted] said he still had some concerns with some noises he was hearing from his vehicle, as well as, he thought the vehicle was pulling to the left. Mr. W[redacted] asked me to take a drive with him to hear the noise. I thought it would be better to have a service associate to go with him to better as the noise, and he agreed. Our associate did not notice anything out of the ordinary. I offered Mr. W[redacted] a loaner vehicle, and told him I would have a technician inspect his entire vehicle again. Mr. W[redacted] agreed. I assured him that his happiness with his purchase was our first priority, and that I would do this complimentary second inspection for his piece of mind. Upon this second inspection, the vehicle was found to be in excellent operating condition. We replaced his front license plate bracket, and performed a complimentary four wheel alignment. Mr. W[redacted] picked up his vehicle, and said he was satisfied.   On 1/6/2017, I was contacted again by Mr. W[redacted]. He said he was still concerned with the operation of his car. I asked what his concern was about. He stated he thought his car was problematic, and he wanted a different vehicle. I asked him to come to the dealership, so we could discuss his options and he agreed. Upon, arrival we talked about what vehicle Mr. W[redacted] might want instead. I had a 2016 Lexus NX200t in stock with 5000 miles. Mr. W[redacted] liked this vehicle after a test drive. I offered this vehicle for $39855 plus tax, which was only $3142.50 more than he paid for his vehicle, a 2015 NX200t with 9850 miles, on 10/10/2016. I also offered him $35000 for his vehicle on trade, which he paid $36712.50 but Mr. W[redacted] did not want to move forward on the 2016 at this time. He said he would just keep his vehicle, and he would contact me if he wanted to go in a different direction.  We felt we offered him a great alternative option to trade out of his vehicle with a higher trade value then the market due to the unfortunate situation but could not waive the taxes needed on the first or second possible purchase.  We also addressed any and all of his concerns with the current NX and he had decided he would stay with that vehicle. *Attached above is a copy of the service history, the numbers from Mr. W[redacted]’s original purchase and from the proposed purchase on 1/6/2017, as well as, auction values of Mr. W[redacted]’s vehicle at the time of the proposed second purchase.  Kindest Regards,[redacted]  Certified Sales ManagerClassic Lexus[redacted]

From: [redacted]Date: Sat, Apr 15, 2017 at 7:25 PMSubject: ID [redacted]To: [redacted] Hi [redacted]     My name is Matt D[redacted], I am the General Manager at Classic Lexus.  After seeing the Complaint from Mcarther W[redacted] I reached out to Mr W[redacted] yesterday to present an option if he was still not happy with his 2015 NX200.  I explained to Mr W[redacted] that I am absolutely interested in his hapiness with his NX200 and I wanted to present him with further options to get out of a vehicle if he was not interested in it or to inspect it again.        The first option I presented was giving him even more for the trade at 35,500 compared to the generous 35,000 that we showed in January.  He paid $36,712 for the used vehicle on October 10, 2016 and this would have meant he was getting well over normal trade in value and had a vehicle for 6 months.  This is only $1212 different from that original purchase price.  That is $202 a month expense for a vehicle that you could not rent or lease for that much with zero down and that we were taking back in with no problem at all. Many people get buyers remorse and we understand that and always want to try and still keep them happy and that is the reason for this large amount of trade value but we also have tried to accomodate any issues and will continue to look at any issues he has because the vehicle is still under warranty.      After any issues that have come about we have always addressed and he has not let me know that there are any further issues and has left with out complaint.  Other than what I saw he mentioned in the original letter or this second one I did not know he was not happy and I am happy to reinspect the vehicle if needed or show him options to trade out of it.  We have been more than fare with the amounts we have offered to get him out of the 2015 NX but we have to account for the usuage and the time he is staying in the vehicle when he leaves without complaint.  Each time he has left he has said he will just stay in the 2015 and he never expressed wanting out of the vehicle again until the 2016 NX had come up in January and that was 3 months after purchase.  We have continued to look for something similar due to the letter to the Revdex.com but when we speak with him directly he mentions he would like to stay in his current NX.        When the vehicle was last serviced for the noise he was hearing we serviced it and after testing it with our technician it was taken care of.  I did not hear back from the customer that there were any further problems until seeing this letter.  Even when I spoke to him yesterday (4/14/2017) there was no mention from Mr W[redacted] that he was still hearing any noises.  If he was to come in at anytime and let service know or call me directly to let me know he was still having an issue or hearing any noises we would absolutely look into the problem.  The vehicle is under complete warranty and not only will Classic back it but Lexus will.  The vehicle has a 4 year 50,000 comprehensive warranty from the manufacture from the original in service date.         Mr W[redacted] has always been so polite and nice with the dealership and with me directly everytime I speak with him and I absolutey show him that same respect but what is surprising is that the letters he submits into Revdex.com are not what he is expressing to the dealership or to me.   When I presented the option of a new Lexus 2017 NX200 at a lease payment less than his current payment with no additional money down and with the option to purchase it out at the end of the lease for less than what he bought the used 2015 at he said he would "just stick with the one he has and see how it goes."  He did not say it sarcastically at all and made it sound like he would just continue to drive it and everything is good.  I once again said please let me know if you would like us to find another vehicle and that is why I was providing him with some new options.   I gave him my name and number and I told him I would continue to look out for a very low miled 2015 or 2016 to give him another option if he is interested but the last one presented was a 2016 and he did not want to go that new and increase his payment.  We were stepping up much higher on the trade value than what it would normaly come back in at after 3 months and we are doing the same now after 6 months.       The current offer I gave to Mr W[redacted] is to have him in a 48 month lease by trading his vehicle back in and he would be at $622 a month and then he could buy it out at the end of the lease for $22,459 plus tax and fees.  He is currently at $660.20 a month for 72 months and he paid $36,712 plus tax and fees and he did not put anything down.  I thought by moving him to a brand new 2017 and lowering his payment with no money out of pocket again would put him in a great position in 4 years to either buy out the lease or turn it in with less expense than his current loan.  I also mentioned he could purchase the 2017 but it would be a higher payment but he said he would rather just stick with what he has and see how it goes.       When I finished the conversation with him it was very pleasent and I told him to feel free to consider this option and if anything else came up to please contact me but if he was not interested in getting out of his current vehicle to contact me if he changed his mind.  I gave him my name again just in case he did not have it and also my contact information.       1.) I at this time I have offered to trade him out of his 2015 NX200 for well more than the market value for a brand new one or for another vehicle and he is not intersted in doing that. His answer was that he would just stick with his current vehicle.  I gave him the option to call me if he changed his mind.   2.)  I am willing to look over any problems that he feels the vehicle now may have because it is still under complete warranty and he can keep it under his current loan.    My goal is to have [redacted] happy with his current vehicle or provide him with options to get into something else.  He has expressed to me that he would like to stay with his 2015.   Please let me know directly if there is anything else I can do to help.   Sincerely,Matthew D[redacted]General ManagerClassic Lexus[redacted]
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