DarCars Lexus

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? I have sent the paperwork requested and my address so that I can receive the total amount paid.? Please verify how long the refund will take to process and when the [redacted] card for the remaining balance will be sent as well.? Regards, [redacted] ***

Good afternoon - we did review the customers concernsAt the time of purchase we did provide? a clean [redacted] ***There was no other investigation nor conversation regarding any prior damage at that timeAfter speaking with the service director I found that the customer was in recently for a no start concern with no other concerns mentionedWe did replace the battery and returned the vehicle to the customerIf the customer is having any mechanical concerns we can make an appointmentPlease let us knowThank you

[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 as Answered] ? Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***? Good morningI specifically asked Mr.Ali if the car was in the accident, he told me no and he showed me the [redacted] to prove itif they told me if the car was in accident I would not buy itMr Ali said it was scratched not accident and the car has not pass Maryland inspection? why do the car fax report shows that the vehicle has not been in accidentand I have three mechanical told me that they car is been in accidentif they had told me the car was in accident, why would I returned the car before days and I did not drive 1ooo mileswho will pay 34,on the used cari would not put $25,cash (down payment) if I new the car was usedi would just buy a new carI don't drive this carthe car is been sitting in the parking loti don't want drive car that is been in accidenti had asked them to put me in the new car and I will pay the different they has said no? to solve this I want my money back or give me a new car? This is sale and car fraudThis is not the way sale carThanks

[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 this response because: "The new deal has not yet been finalized " MrKevin C [redacted] , declined to take the car back and refunding my deposit, Kevin said he would need to get their lawyers involved and have is lawyer contact me I also offered Kevin to keep 1, for the additional mileage, keep the car and refund me the balance of 9,Kevin presented alternative options to trade the car in for something else on their lotI told Kevin we would not be in this situation if they would of disclose that the new Lexus IS-F (demo) had paint work and why it was not report to [redacted] Kevin said the car now has to be sold as a useD car because it's been titled and I added to 1K miles, At this point I called [redacted] Bank ( [redacted] ) loan departments (loan underwriting, loan services, and loan operations) to verify their procedures and [redacted] Bank said they have no problem with Lexus of [redacted] returning the (funds) that was paid, but the dealership has to agree to it With that said "Why won't they give me my deposit back and keep the car" There is a reason why they are hesitant to take this car back and did not disclose honest truth until I got Revdex.com involved, becauase if they were honest they would of reported the repairs to [redacted] I spoke to [redacted] legal and the said they can only report what is report to [redacted] Trever W [redacted] sales manager said ALL repairs that are done in our dealership has to be reported to [redacted] Why was this car IS-F not reported to [redacted] ? but they were able to pull up some type of service records that indicated their was some repairsAt this point I'm frustrated, and the stress is now affecting my health (Cardiomyopathy) and I really just want this to be overKevin I talked about about other options such as trading the Lexus IS-F in for something else on their lot I was reassign a new sales consultant Aaron W [redacted] , Aaron was able to locate a Lexus GS F-Sport that just came inAaron said the car needs to go through the shop to get cleaned up / fix any issues such as mechanical or visable and will be certified Aaron quoted me a price of 45K, I told Aaron with all the trouble I would like to pay 42k minus my 10k deposit out the door I should be financing 32K regardlessfor putting through these troubles when all they had to do is take the car back and refund me my deposit I asked Kevin can he do better on the price and he said yes but he needs to wait for it to come back from the shop to see what it cost to fix any issue and to get the car right Also I complained to Kevin why did their financing department gave me a interest rate when I comfirm from the [redacted] Bank that I quailify for and with my credit score At that point, Kevin said don't worry about it, I will give you the best rate and he said new rate would be to match what my credit union is offeringThis should of been the rate in begining!.!.!.! Kevin and Aaron are great guys and has been giving me daily progress updates on the GS F-Sport offered loaner cars until the car is ready, etc They said the car should be ready for delivery on Friday 10/17/ Regards, [redacted]

Good afternoon,We have escalated this to all the appropriate peopleLexus has offered some assistance.There is no other offer at this timeDARCARS has elevated it as much as we canas a dealershipAny other concerns customer will have to speak to Lexus Corpas they have beenThe decision is up to Lexus as far as how much they want toofferIf they felt that DARCARS did mishandle the repair or services theywould have not offered any assistance

The customer came and looked at the vehicle while it was in our body shopAt that time we explained the work that we had to doThe customer came back a week later and purchased this vehicleWe do warranty our work so if the customer would like to return so that we can at the concerns she mentions please let me knowThank you - Jammie

Good Afternoon - [redacted] has contacted the executive offices at DARCARS as well and the executive assistant has looked into this matter.? Each Lexus dealership is independently own and operated, however most follow Lexus Manufacture guidelines when it comes to customer satisfaction.? Most Lexus dealers offer a complimentary with every service visit.? Some Lexus dealers offer complimentary car washes to all customer regardless of service visit.? The guideline that they have in place for those washes are their guidelines independent of any other dealer.? Such is the case here.? [redacted] will receive a car wash during his service visit at Lexus of Annapolis if Lexus of Annapolis offers complimentary car washes at every service visit - which I believe that they do.? Beyond that, Lexus of Annapolis' policy for complimentary car was is that the vehicle must have been purchased from that dealership.? ? Our General Manager, Trevor W [redacted] , spoke with [redacted] and explained this to him.? Trevor also called the GM at the Lexus of Annapolis dealership to see if he could broker something more for [redacted] ***.? Lexus of Annapolis is under no obligation to provide [redacted] with complimentary car washes if that is not their policy.? ? [redacted] states that our associate told he and his wife that they would be able to get complimentary car washes as any Lexus dealership in the country.? Perhaps he misspoke or was unclear but regardless we cannot force another dealership to provide a complimentary car wash.? I am confident that as the ***'s build a relationship with Lexus of Annapolis, their local dealer, they will see benefits of that relationship.? The ***'s came to Lexus of Silver Spring because we had the certified pre-owned vehicle that they wanted.? We are sorry that the ***'s feel as though they were mislead in anyway, however, we do not feel that we owe them anything other than car washes at our dealership in Silver Spring - if they chose to service with us.? ? Thank you,Nicole M [redacted] Director, Brand Experience

Dear [redacted] , On March 20, with miles on the odometer, [redacted] brought in her Lexus [redacted] for the 100,mile maintenance service Our team performed the service The coolant was drained and refilled at that time and there were no leaks detected On June 19, with 103,miles on the odometer, [redacted] arrived with with a concern of a leak Our team determined the failure was caused by a water pump which caused a loss of coolant and overheating resulting in excessive warpage on both banks, the cylinders were full of coolant, the timing chain tensioner plastic overheated, radiator hoses were damaged and there was possible damage to the radiator and other components Our diagnostic tests revealed that the engine reached a temperature of 273-(the operating temperature is 180-190) Driving the vehicle with this temperature is detrimental to the engine Because [redacted] is a valued customer who has maintained her vehicle, our team reached out to Lexus for possible goodwill assistance The District Service & Parts Manager for Lexus offered to provide $3,towards the purchase of a new or certified pre owned Lexus Lexus of Silver Spring also provided a goodwill offer to provide a discount of $2,if [redacted] authorized the estimate [redacted] declined both goodwill offers Lexus of Silver Spring performed the 100,maintenance properly, unfortunately the water pump failed and the vehicle was driven to the point of reaching a temperature that caused further damage to the engine We are still willing to honor the goodwill offer that was provided Please feel free to contact me at ###-###-#### if you have any questions or need additional information Thank you Rose *B [redacted] Vice President, Customer Relations DARCARS Automotive Group [redacted] ###-###-#### ###-###-####

Dear [redacted] ***, Roman"> Kevin C [redacted] , General Manager met with [redacted] and it was agreed that [redacted] will trade the current vehicle in an another vehicle that he is satisfied with [redacted] is satisfied with the resolution Please feel free to contact me at ###-###-#### if you have any questions or need additional information Thank you Rose B [redacted] Vice President, Customer Relations

[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 as Answered] ? Complaint: [redacted] I am rejecting this response because:Lexus still has not responded to my email request from both the dealership and the claims departmentNeither responded to the request for providing the documentation to support their findingsHow am I to work with them if no one answers phones or responds to emails with the requested information.Regards, [redacted]

Justin R [redacted] met with this customer last weekThe customer left satisfiedIf the customer still has concerns please let me knowThank you

Dear Sir/Madam,With ref to Complaint # [redacted] and your email dated March 6, 2018, please find the document attached as my proof.The car seller Darcars Lexus Automotive charged the Destination Fee TWICE as it ($995) was included in the MSRP, then they added Destination charge $in the final bill again (please see the attached doc).? We negotiated the final price of our car at $36,from MSRP $43,(destination charge $included) after Costco Discount and other incentivesBut, when the final bill was prepared they added $Destination Charge again, which I noticed later and asked them to correct, but they have not done it yetThey also had added about $extra taxes in the final bill, which they corrected after a long argument.I hope, I was able to provide enough details and evidence in this regard, but if you have any question, please let me know.Thank you, [redacted] ***

[redacted] - with all due respect, I have to conclude this conversation. You are within your rights to pursue your position further, however, you have spoken with our General Manager and my, as the Brand Experience Director and we have both explained how the negotiation works. DARCARS acted in good faith and transparently throughout the entire transaction.Sincerely,Nicole

Dear Revdex.com - On January 4th I saw that this complaint had been closed because the customer had not replied. Now, it appears to be open again because she has rejected our response. How many days does the customer have to respond? We responded on 12/then she responded on 12/and then again on 1/5. Our position has not changed. The customer was presented with a clean *** ***

Good afternoon,I have shared this with our Service Director as well as our General ManagerI will be back in contact with all parties once I have some informationThank you for your patience

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. I have sent the paperwork requested and my address so that I can receive the total amount paid. Please verify how long the refund will take to process and when the *** card for the remaining balance will be sent as well.
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 as Answered]
Complaint: ***
I am rejecting this response because: Below is my short rebuttal to the dealer’s response, to wit, the dealer honored the lease contract that we (my wife and me) signed, therefore, there would be no refund I would say that it is clearly a form of unconscionability. The finance manager in the dealer induced us to sign the lease contract with a electronic pen on the electronic pad numerous times without reading it on a small computer monitor by implying us that it was a routine form. On her desk, there is only one small computer monitor connected with an electronic sign pad and pen. Often time, she face the monitor toward us briefly every time she asked us to sign on the pad. This gives us little opportunity to read the pages of the form contract full of fine prints in the monitor screen because it was not realistic about exercising my right to read the form contract At such a late evening, we did not have time to read the whole pages of contract and get an explanation of the terms we don't understand. Even if we did take the time, with whom would we negotiate? I know that the finance manager almost certainly doesn't have the authority to change the contract itself. Specifically, the lease contract does nether specify the provision of a voiding option, nor the finance manager informed of it before signing the lease contract. Therefore, the dealer’s denying our request for voiding the lease contract hours after signing the contract was a unconscionable contract.Regards,
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Good Afternoon - our General Manager is aware of this concern and is working with the customer to find a resolution. Thank you,Nicole

It is my understanding that the Alex did speak with the customerPlease adviseThank you - Jammie

[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 as
Answered]
Complaint: ***
I am rejecting this response because: The reject or accept options are not really relevant to the questionThe vehicle was not sold or boughtThe complaint regards an agreement to purchase the vehicle and a contract sent to me, which was subsequently not honored by the dealershipThis was DARCARS LexusI look forward to next stepsThank you for your help. Regards,
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