DarCars Lexus

Dawn S*** our Guest Relations Manager has made contact with the customerAt this time she is satisfiedDawn answered some questions and we have ordered her roof racksWe will also be reimbursing her Please let me know if our guest still has concernsThank youJammie D***

Good Afternoon -*** *** 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.? *** *** 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***, spoke with *** *** 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 *** ***.? Lexus of Annapolis is under no obligation to provide *** *** with complimentary car washes if that is not their policy.? ? *** *** 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***Director, Brand Experience

[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: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,
*** ***

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

I completely understand the customers frustrationHowever at this time we have to rely on Lexus for guidanceIf the customer is looking to pursue this further they would need to work with LexusThank youJammie

We have agreed to reimburse our customer the amount of? We are processing this refund todayIt will take up to business days for it to be sent outCustomer is awareThank you

I have provided a response to *** ***' Consumer Protection case.? I would prefer to let her receive the response from the investigator.? I am confident that this will be resolved.? Thank you,

Good afternoonI have reviewed the customers concern with our General Manager and Finance Manager**and *** ***? were looking at two different vehicles with a difference of 10,We processed paperwork three separate times per the customers requestIn the end the guests gave their final
decision to move forward on a new ** *** * ***They reviewed all documents and numbers then signedWe honored the agreement that was agreed upon at the time of purchaseWe are declining any refundThank youJammie

*** *** - 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 Sir/Madam,With ref to Complaint # *** 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,*** ***

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

Yes I finally I got my refund back after about months

Trevor has agreed - as goodwill only- to provide a longer term Pre-paid Maintenance AgreementThe agreement was sent out last week for the guest to sign and send back to usAny other questions or concerns please let us knowThank you - Jammie

Good afternoon,I have spoken with everyone involved including Lexus CorporateThey stated that they have sent the customer a letter regarding her concernsBelow is what we know of the situationTECHNICIAN AND SHOP FOREMAN ROAD TESTED VEHICLE AND WERE UNABLE TO VERIFY CONCERN, CONTACTED LEXUS
TECHNICAL ASSISTANCE (TAS) AND LEXUS FIELD TRAINING SUPERVISOR (FTS)SHOP FOREMAN ADVISED "LEXUS AWARE OF THIS CONCERN, AT THIS TIME NO REPAIR RECOMMENDED FOR THE HIGH FRICTION BRAKE PADSAND SOME NOISE IS FOR THESE PADSLEXUS IS CURRENTLY WORKING ON DEVELOPING IMPROVEMENT PAD OR ALTERNATIVE PADS TO MINIMIZE THE NOISE."Unfortunately, we can not make any repairs as this is noise.Thank you,Jammie

Dear
[redacted],
 
On
March 20, 2014 with 100360 miles on the odometer, [redacted] brought in her
Lexus [redacted] for the 100,000 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, 2014 with 103,485 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 273-275 (the normal 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 $3,500.00 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 $2,400.00 if [redacted]
authorized the estimate.  [redacted]
declined both goodwill offers.
 
Lexus
of Silver Spring performed the 100,000 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]
###-###-####
###-###-####

Justin R[redacted] met with this customer last week. The customer left satisfied. If the customer still has concerns please let me know. Thank you.

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 "
Mr. Kevin 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, 000.00 for the additional mileage, keep the car and refund me the balance of 9,000.00. Kevin presented alternative options to trade the car in for something else on their lot. I told Kevin we would not be in this situation if they would of disclose that the new 2012 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 2012 IS-F not reported to [redacted]? but they were able to pull up some type of service records that indicated their was some repairs.....
At this point I'm frustrated, and the stress is now affecting my health (Cardiomyopathy) and I really just want this to be over......... Kevin I talked about about other options such as  trading the 2012 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 2013 Lexus GS 350 F-Sport that just came in. Aaron 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 regardless.... for 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 3.99 interest rate when I comfirm from the [redacted] Bank that I quailify for 0.9 and 1.9 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 1.9 to match what my credit union is offering. This should of been the rate in begining!.!.!.! 
Kevin and Aaron are great guys and has been giving me daily progress updates on the 2013 GS 350 F-Sport offered loaner cars until the car is ready, etc.  They said the car should be ready for delivery on Friday 10/17/14.
Regards,
[redacted]

Dear
[redacted],
 
I
have been unable to reach [redacted] on the phone number provided, therefore,
I sent an e mail.
 
Once
I hear back I will update the file
 
Thank
you
 
Rose
 
 
 
Rose
*. B[redacted]
Vice
President, Customer Relations
DARCARS
Automotive Group
[redacted]
###-###-####
###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  On good faith, the dealership offers me a down payment for
another vehicle.  I do not and will not
purchase another vehicle from Lexus of Silver Spring.  The vehicle I purchased only lasted 7 years
with the recommended service.  Why would
I purchase a vehicle from a dealership who doesn’t service vehicles to the full
extent?  If my vehicle was serviced
correctly, my vehicle would not have overheated and they would have known there
was a problem with the coolant system instead of putting a bandage on the
problem and sending me on my way.  2-3
months later the bandage broke and I needed a new vehicle.  Lexus of Silver Spring wanted to charge me
$15,000.00 dollars to install a new engine. 
Crooks!!!  
 Also, this dealership overcharges for labor.  The parts on a vehicle could cost $50 and the
labor charge is like $200.  I would never
recommend this dealership to anybody. 
They overcharge and the do not do a satisfactory job on servicing vehicles.  They are crooks at this dealership!!!
Regards,
[redacted]