DarCars Lexus

Good Morning - I will need some additional information. Which dealership sold the vehicle?

Dear *** ***,
Please refer to the attached updated review that *** ***
posted. I believe he is satisfied with
the resolution of his concern at this time
Thank you
Rose B***

I have emailed the customer stating that she will receive a partial refund from the ppm companyDARCARS will provide a *** gift card for the differenceCustomer needs to sign the paperwork before we can processThank you - Jammie D***

We did review the customers concerns previouslyWe did not charge the guest twiceIn fact, we discounted the vehicle under invoiceThank you

Dear *** ***,
I understand from reading *** ***s response that she is
unhappy, however, the failure of the water pump was not the cause of Lexus of
Silver Spring. On March 20, the
water pump was inspected and it was not leaking at that time. Within the 3,miles the pump developed a
leak. Normally a leaking water pump will
not cause a catastrophic failure, unless the vehicle is driven while the engine
is overheatingBased on the stored history readings, the engine temperature reached
a level of 273-275. This is what caused the catastrophic failure
with the engine
Please feel free to contact me at ###-###-#### if you have
any other questions or need additional information
Thank you
Rose B***

[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:
Regards,
*** *** Good morningI specifically asked Mr.Ali if the car was in the accident, he told me no and he showed me the *** 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 as Answered]
Complaint: ***
I am rejecting this response because:It was my understanding that "General Manager contact the customer to discuss some goodwill offers" or "Trevor W*** will be reaching out to the customer right away." and he has not contacted me yet I have not had any conversation regarding this complaint with Alex and he has not offered any goodwill offers After Lexus response, I contacted Alex and he has no idea about this Revdex.com complaintPlease feel free toconfirm my response with your General Manager and Alex Regards,*** *** *** ***

Good afternoonWe have processed the cancellationsI am very sorry for the delay with thisI have spoken with all parties involvedThe customer should see the credit within two weeksPlease provide my email address if the customer would like to contact me directlyThank you- Jammie D***

[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:I have supporting documentation that proof the fact within my complaintHowever I would like to know who was the individual that responded to my complaint before submitting my documentsUnfortunately, in the response that was submitted from the dealership the individual didn’t indicate who they wereI have no issues with submitting my service history as the dealership have the records because that’s how I received my copiesThe individual that responded to my complaint truly need to thoroughly investigate this matterI’m exhausted from returning my vehicle to the dealership for serviceI have complained and is still complaining about this vehicleOnce I am aware of the individual that is addressing this matter at the dealership then I have no problem with submitting my documentation
Regards,
*** ***

Dear *** ***,
Roman">
Thank you for taking the time to share *** ***’s
concern with us. Kevin C***,
General Manager met with *** *** today and reviewed his concerns. Kevin reviewed the *** Blue Book price for
the vehicle that he purchased as well as for the *** that he traded
in. As goodwill MrC*** also
offered to pay for the 75,000, 80,and 85,mile service when *** *** returns to Lexus of *** ***.
*** *** was satisfied with the offer
Please feel free to contact me at ###-###-#### if you have
any questions or need additional information
Thank you
Rose *B***

[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 I asked my sale rep if this vehicle been in an accident before I purchase itHis answer was no and then he provided me with the clean *** *** as individual stated that responded to my complaintHowever in the service history for my vehicle it clearly state that on 9/23/that my vehicle was brought in for body repair serviceAlso I contact an insurance company to compare their rates with my current auto insurance company and was told that my vehicle was in an accident in with damages totaling close to $6,I had been complaining about this vehicle since I had it to this companyI have taken my vehicle in for service over times since I purchase itI file claims through the Lexus Lemon Law and the National Center for Dispute SettlementI also contact the Used Sale Manager, General Manager, and the Corporate Management Department with my concerns leaving voice mail messages and emailsMost of the time it took them months to contact me back or I wouldn’t receive a call back or a response at allI just feel helpless after purchasing this vehicle with all the trouble I been having with it.
Regards,
*** ***

We have also received a Consumer Protection case for *** ***. We are communicating with the investigator from the AG's office and will be providing the requested documentation. Please close this Revdex.com case. We will resolve with the AG's office. Thank you

Dear
*** ***,
Please
allow me to apologize for the delay in providing *** *** with a refund for the
deposit that was placed. A copy of the
check and tracking information is attached for you review
Please
feel free to contact me at ###-###-#### if you have any questions or need
additional information
Thank
you
Rose
*B***
Vice
President, Customer Relations
DARCARS
Automotive Group
***
###-###-####
###-###-####

Good afternoon - we did review the customers concernsAt the time of purchase we did provide a clean *** ***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

I am working internally to determine who worked with *** ***. If there is additional information that she can provide please forward. Thank you,Nicole

[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:As I stated in the initial complaint, prior to purchasing the vehicle we asked the sales person Ali or times if the car washes could be done at any dealer and he responded yes; Chelsea G*** (used car manager at Silver Spring Lexus) even responded from her adjacent office stating that the car washes were good at any dealer. After my wife was denied the initial car wash at Sheehy, my wife called Miss G***. MsG*** told my wife that she was going to contact Sheehy Lexus to ensure that we would receive the car washesShe then called Sheehy and spoke to the people there and called my wife back saying that she (MsG***) had "straightened it out". My wife then returned to Sheehy and again was told that she could not get the car washed and that MsG*** had not straightened anything out, but had hung up on the person at Sheehy. My wife was extremely embarrassed. I can not understand why Silver Spring Lexus is allowed to mislead their customers and then lie about what has taken place. Everyone at Silver Spring Lexus keeps talking about the policy at the Silver Spring location; we were very specific in asking prior to purchase, if this service was at any location because we had no intentions of having any service work or car washes done at the Silver Spring location because it is miles from our house vsmiles to Sheehy. I totally understand their policy however, that is definitely not what we were told. My wife and I feel that Silver Spring Lexus owes us complimentary car washes at a location convenient to us, not a mile drive. We have purchased a monthly car wash membership at the *** *** *** *** *** *** ***, Severna Park, MD ***The cost of this membership is $per month. We kept out last vehicle for 1/years or months; so if they (Silver Spring Lexus) can not supply the car washes where we were told we could get them,we feel we should be reimbursed x $= $4,or they should be able to pay Sheehy to do so. We are not asking for anything that was not promised to us when we were negotiating the price of the vehicleOn Lexus of Silver Springs web site it states:" We offer quality vehicles and excellent serviceCustomer satisfaction is our priority and we do everything we can to make sure you have an exceptional experience at our dealership." No where on their web site does it state that the customer will be mislead and lied to when they (the customer) asked repeatedly a simple question. Regards,*** ***Regards,
*** & ***

Dear *** *** -As we discussed and agreed previously, our team did not intentionally mislead you. What they did do was overstate what you are entitled to as a Lexus Customer. As a Lexus Customer you can look forward to receiving a complimentary car wash after your service visits at any certified Lexus dealer in the country. This is a benefit to Lexus Customers that all Lexus dealers offer as per the Lexus dealer agreement. Beyond that, as independent Lexus dealers, each dealership across the country may offer choose to offer additional services beyond what is required by Lexus. Your wife purchased her certified Pre-Owned Lexus from DARCARS Lexus of Silver because we had the vehicle that she wanted, however, she planned to stop by her "neighborhood" dealership Sheehy Lexus of Annapolis for unlimited, free car washes. Regardless of the impression that our sales manager gave you and your wife, DARCARS Lexus of Silver Spring has no control over what Sheehy Lexus of Annapolis chooses to do for their customers beyond what Lexus Corporate requires of all dealers. Therefore, in order to receive additional services from Sheehy Lexus of Annapolis your wife will have to establish a relationship with that dealership. As I previously promised - I made a call to Sheehy Lexus of Annapolis to request that they provide complimentary car washes to your wife as often as she would require, as a professional courtesy to DARCARS Lexus of Silver Spring. The General Manager declined to provide such special service to your wife. I realize this is not what you want to hear and understand that you feel as though DARCARS Lexus of Silver Spring has a responsibility to pay for what equals $in monthly car washes for years based on how long she had her last vehicle, however that is simply not reasonable. The General Manager of DARCARS Lexus of Silver Spring offered a $gift card for the miscommunication and that offer still stands. Sincerely,Nicole M***

Dear
*** ***,
I
am very sorry to read that *** *** is having a concern with her
transmission. I am pleased to read that
the repair is covered by the Lexus warranty.
I would encourage *** *** to continue to work directly with Lexus
Please
feel free to contact me at ###-###-#### if you have any questions or need
additional information
Thank
you
Rose
** B***
Vice
President, Customer Relations
DARCARS
Automotive Group
***
###-###-####
###-###-####

Good afternoonI had the deal pulled and the customer did sign a credit applicationThere was no ill intentionsWe have submitted a letter to the credit agency to remove the inquiriesThis will take a few days to processIf the customer should have any further concerns please let us knowThank
you - Jammie

Good afternoonI do apologize for the delayThe refund has been processed on our endCustomer should have this as of nowPlease let me know if there are any further concernsThank you