DarCars Lexus

Yes I finally I got my refund back after about 2 months

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 Complaint: [redacted]
I am rejecting this response because:  The dealership will never take the blame for their negligence and I realize I can not win against corporate America.  I just want people to know that Lexus of Silver Spring is not a trusted dealership with your maintenance service on your car.  Lexus of Silver Spring overcharge for services and does not do a thorough inspection to maintain the longevity and quality of your vehicle.   I do not and will not recommend Lexus of Silver Spring as a quality honorable dealership.  
Regards,
Karon *. S[redacted]

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rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  See attachment or check attachment tab.
Regards,
[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

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 Complaint: [redacted]
I am rejecting this response because:I have in writing email communication which shows a representative of Lexus acknowledging that there was nothing I could have done to prevent what happened. That statement validates my point that theincident did not occurring due to my neglect and I've done everything I could to maintain my car therefore, what happened is not my fault and I should not be liable for the damage/repair. I was guaranteed a service as well as a product that would last, provided I apply the appropriate maintenance, and I trusted in the brand and reputation of Lexus to provide me with that reliability. My maintenance records can validate my care for my vehicle and show that I held up my end of the bargain with respect to having a long lasting and reliable product. My car lasted approximately 5 years with approximately 85, 000 miles; by anyone's definition that is not long-lasting or reliable.  So for it to be acknowledged, by a representative of the brand, that I was not at fault (email attached), Lexus should be liable for the repairs and if they feel they are not then it should be thoroughly explained why, in regards to their vehicle, "sometimes things happen that can't be explained" which was so eloquently stated by one of their representative (as cited and the original complaint) when responding to my request for information on what caused the problem.  
Regards,
[redacted]

Review: ON July 2, 2014 I visited Darcars Lexus of Silver Spring used car department. I placed a deposit of ($500) to hold a vehicle for my daughter upon her review. This was a 2010 RX 350 that had poor tires and brakes as part of the Lexus certified process. My daughter found the car not acceptable upon our return to the dealership on 7/4/2014. The check (#[redacted]) left as a deposit was cashed/posted to my [redacted] account on 7/3/2014. The check was posted prior to my daughter even seeing the vehicle. To date I have not received my deposit back; I was informed of a 10-15 period for processing even though my check was cashed the next day. No one has responded and I was insulted by the used car Manager (Kevin) minimizing the fact its "only $500" I spoke to and left messages for: Darien, Kevin, Maureen, Billy, Justin, Joshua and Nicole M[redacted] at ext. [redacted] who never responded at all. Modern Technology today does not warrant a 10-15 hold on monies that was deducted from one's account the very next day. Darcar Lexus of Silver Springs has unfair practices, especially when NO Product was delivered No indication on my receipt for my deposit shows the holding policy.Desired Settlement: Expedited refund of my $500 x 5, personal apology from Used car Manager and Owner. I will personally contact Lexus Corporation to ensure customers are treated more fairly by all their dealerships.

Business

Response:

Dear

[redacted],

Review: On Saturday, 8/30/2014, I purchased a Lexus 2007 [redacted] from Lexus of [redacted] for total cost of $ 19,200 (Including tax, tiles and other fee)

The vehicle cost was $ 17,900. I had a trade-in; A [redacted] 2008 with Cruise control and 58,000 mile which after so many back and forth negotiations they gave me $6,900.

After we arrived home and checked prices, we found out that other dealers at least 2 other Lexus dealers the same type of vehicle with few thousand miles less are selling for $16,500 and $16, 900. In addition, Darscar which is one of the subsidiaries or part of the same company as Lexus of [redacted], has listed a [redacted] 2007, one year below my vehicle, with 64,000 miles for $ 12, 097 with stock # 10937985. I called Lawrence, the salesman and later Billy the floor manger and told them that I would to return the vehicle and plus the Serpentine belt makes a lot of noise. Billy was supposed to call me back, I have called Lawrence and Billy at least 5 times and left message. They do not return my call, I also left a message for Mr. Kevin K.Desired Settlement: I would like to either return my Lexus 2007 [redacted] and get my money back, or be compensated for the difference between my Toyota and its actual value and a;so compensated between the difference between Lexus I purchased and prices that are offered by other Lexus dealers mentioned above.

Furthermore, I would to find out what kind of service they are providing, they think ignoring customers phone calls will make the client to give up, No Sir.

I work for the State of Md, I am a facility manager for several buildings with over 200 employees, and I am very familiar with quality service.

Mr. Chairman, if I may respectfully suggest for the betterment of your dealership and business please send these individuals, especially Billy and Justine to a customer service training.

Respectfully,

Business

Response:

Dear [redacted],

Review: I purchased a 2007 [redacted] November 11, 2006. I got all my services done every 5,000 miles. When I received my 100,000 mile service in March 2014, I assumed they would do a thorough check to ensure my car was fine. They checked and saw that the car needed coolant and some other minor issues. I gave the approval to them to go ahead and fix whatever needed to be fixed (I ended up paying over $600.00 for that service). 3 months later I noticed a leak and I took my car in the next day and they said your car overheated. They told me I had to pay $3500.00 to evaluate the issue (I paid the $3500). A week later I got a call saying that my car overheated and it needs a new engine. Basically, the service guy told me that before they inspected the vehicle. Also, they said it would cost $15,000.00 for my car to be repaired. I asked them, "How could that happen? The car is only 7 years old, I received all my services as suggested and when I got my 100,000 mile service they put coolant in there." I continued to ask, "How can this happen, shouldn't my car last longer than 7 years when you get all the suggested services and shouldn't the service guy noticed something was going on with the radiator if he put coolant in? They said, "I don't know how this happened and your car should have lasted longer than 7 years." I then said, “You sold me a dud?" There was no response, but he said, "We can offer you a new vehicle and we'll use the $3500 you paid as a down payment for a new car." I said, "Why would I purchase a car from you if it only last 7 years?" They said, "I understand, but that's the only thing we can do for you."

Later, I found out that the guy who serviced my 100,000 mile service no longer working for Lexus of Silver Spring.Desired Settlement: I would like my $600.00 and $3500 back for their negligence. If my 100,000 mile service was thoroughly done, they would have known it was an issue with my car and the car wouldn't have overheated.

Business

Response:

Dear

[redacted],

Review: I purchased a car on 6/29/13 and was not told that the transmission had just been replaced in 4/2013. The car has been having issues with new transmission and is now at the repair shop at [redacted] Lexus to have yet another transmission put into the car. I feel that I was mislead by the dealership by not providing me with this VERY important info and then I could have decided IF I was going to take the risk and purchase the car.

I feel that the dealership was shady from the start AFTER agreeing to provide me with new floor mats when I purchased the car( because the current were filthy) and after numerous emails requesting the new floor mats and no response, I should have known! I personally feel like they knew the car had issues and instead wanted to push it off on me because I'm a female.

I gave up my perfectly good 08 Lexus is350 to get this peace of junk (13 lexus es350) that was advertised as a good preowned car.

I'm very hurt by this situation because they could have told me there were transmission issues from the beginning! BUT I had to find out the HARD way! I stopped at a stop light on my way to school and work and when the light turned green my car didn't move with my 6 year old in the back seat!!! (Along with a list of other issues)This was on a very busy road early in the morning, thank God no one ran into the back of me! As soon as I was able to get the car to move I took it straight to [redacted] Lexus!

After 2 appointments with them, they finally recreated the issue and then told me that the transmission had been previously replaced and needed to be replaced again! Now I'm out of what I thought to be my new car for a few weeks while the transmission is being replaced yet again in a 2013 Lexus ES 350!

All of my issues:

Car not moving while stopped(in drive or reverse)

Loud noise(even though Lexus is known for a quiet ride)

While driving car jerking and searching for correct gear

Rpm jumping while drivingDesired Settlement: I also filed a complaint with Lexus corp and would like to have a replacement comparable car!

Business

Response:

Dear

[redacted],

Review: On Sept 9/13 I purchase a new 2012 Lexus IS-F car with the understanding it was new/demo free of accidents, not paint work, never titled, etc. The sales manager said only the owner of Lexus of [redacted] and himself driving the car. I took delivery of the vehicle drove it home and realized several parts of the car was painted (front bumper, rear bumper, rear driver side door, rear rims and possibly the hood and roof. I immediately took the car back the next day and requested the contract to be canceled on 9/14. The dealership sales consultant Muhammad Awan said that's not possible everything has been process. I said it couldn't been process because we close the deal as the dealership was closing and brought the car back the next before they opened. I request they remove the maintenance and service plan and re-adjust my loan, they said it could because it was already processed. Again I said that is not possible. I called Mr A[redacted] on 9/15 and asked again about removing the maintenance plan and returning the car he said come back on 9/16 because the finance person that did you loan is not in. I returned back the dealership on 9/16 request to cancel my contract, they refuse and ask if I wanted another car at their dealership I said no, please refund my deposit and I would like to return the car. They reacted as nothing could be done as I confirmed with the bank the loan was never paid dealership and mva had not processed the registration as of 9/16. At this point I was getting the run around and then they said try selling it to [redacted] and I question why when I only had the car for 11 hours and request to cancel the contract. At that point I did further investigation and per their suggestion tried to trade the car in at several dealer but since the car had paint work the trade-in value was depreciated significantly low. I tried to email the sale consultant Mr. A[redacted] but he would not return my calls or my emails. I have email trails send to requesting return of the vehicle. I was now getting any assistant so I began doing some more research on the dealership and what I can do and the summary is below:

Lexus of [redacted] request to cancel contract September 27, 2014

2012 LEXUS IS-F

VIN: [redacted] SEDAN 4 DR

5.0L V8 SFI DOHC 32V

REAR WHEEL DRIVE

• 09/27 @ 11:00 Automobile was take to [redacted] Services for detail list of all the damages/repairs that were done to the car and not disclosed or reported on [redacted].

• 09/27 @ 11:30 Blanco Services included pricing to repair the car to new car standards as if this was a new car purchase or demo purchase

• 09/27 @ 12:30 Called [redacted] branch office in [redacted] for financial obligation concerning the automobile purchase

• 09/27 @ 3:30 arrived at Lexus of [redacted] requested to speak directly to the general manager Kevin C[redacted] or Sales Manger Trevor W[redacted]

• 09/27 @ 4:10 requested a second time to speak directly to the general manager Kevin C[redacted] or Sales Manger Trevor W[redacted] and ask if both of them on site and if not which one is available and the receptionist said Trevor,… I will page him again

• As time when on, the sales team staff was in and out of Trevor office joking around as nobody came to greet or assist me.

• 09/27@ 4:43 Called Lexus Corporation and open a case with customer care reporting the facts about the car and how I was being treated while waiting over 1.5 hrs for someone to assist me

• 09/27@ 4:58 Called my sales consultant Muhammad Awan to help assist me to speak to the general manager and he said he was in the middle of finalizing a deal and would call me back in 15 mins. Muhammad never returned my call

• 09/27 @ 5:10 requested a third time to speak directly to the general manager Kevin C[redacted] or Sales Manger Trevor W[redacted], the receptionist said he was busy and “I quoted” no he’s not look at them joking in his office with the sales staff, she said she would page him again

o Trevor W[redacted] has a glass office next the receptionist as I watch all the monkey play going on with the sales staff

• 09/27 @ 5:15 Financial Service Manager Chris M[redacted] ask if anyone has helped or assisted you “I replied” no,… “he said” I will get someone to assist you

• 09/27 @ 5:20 Financial Service Director Jam K[redacted] came to speak with me and said my loan should be updated in few days they were able to cancel the maintenance and service plans. I told him I would like to cancel my contract he asked why and I told him has 14K of damages and repairs that was never disclosed, Jam said you can’t return the car the loan is now processed, I said I don’t understand because I was here the next day (Sunday 9/14) after I purchase at closing on (Saturday 9/13) night and I was told the same thing, and asked how can that be?. Jam K[redacted] then directed me to speak to Trevor

• 09/27 @ 5:23 Sales Manger Trevor W[redacted] came to speak to me I requested to cancel the contract due to the findings that were never disclose on the vehicle during the negotiation, when he said this is a new car the owner of Lexus of [redacted] drove it and he (Trevor) drove the car as well for a little bit. Never Tiled, No Accidents, Clean [redacted], remainder of the New Car Warranty. He also said since the car is under 10k miles it will be registered as a new car (Need to confirm with State of Maryland MVA Registration Laws)

o He began to challenge the why I wanted to cancel the contract

o He wouldn’t tell why the repairs were not disclosed, then he said that why I was able to give you a good deal.

o I said the deal was not good without know it had major paint work, if that was the case I would declined to purchase the car

o [redacted] report

? He said all repairs that come through their dealership must be reported to [redacted]

? He said the bumper repair don’t need to be reported to [redacted]

? He went against is policy above as he tried to switch the topic

? I said [redacted] is not 100% all correct if the repairs is not reported

? He said no true all repairs that a done thru a reputable dealership such as our must be report to [redacted]

? I asked why the front wasn’t /rear bumpers and rear driver side quarter panel repair reported to [redacted], he could not give me a honest answer or explanation for all the repairs and problems with the car. Trevor declined and change the topic

o I requested their appraiser at the dealership to appraise the car and provide test paint levels with a paint meter, Trevor declined and change the topic

o He asked how much was I offered when I tried to sale / trade-in the car

? 35k was offered by another reputable franchised dealership due to all the repairs and paint work

? His response,… that was crazy that car is worth more than 35K

? I said not with all the repairs and all paint work that has been done, that’s defined as depreciation, Trevor change the topic

o He then started his sales dialog

? How can I help you

? What can I do to fix this problem

? We would like to keep you as a Lexus customer

? Do you see another car on our lot,… my response No

? Do you want the Blue 2014 IS-F on the showroom floor,… my response No

? I said I would like to cancel my contract and refund my deposit due to the fact your dealership was not honest and upfront disclosing all the paint and body repairs that was done to this car, therefore you’ve voided the contract

? We can find you another one from another dealership and do a dealership exchange would that work?

? I said yes the white IS-F located at [redacted] Lexus

? Trevor asked what was my monthly payment I will keep them the same

? I said we are not extending my loan and the price will need to be equal to current payoff, I refuse to provide any additional down payment

? Trevor said he will need to discount the car tremendously, but he would do whatever it takes to make me a happy customer

? Trevor said he will need to call the bank and move the money around

? Trevor said he would call Pohanka Lexus about getting the car

• I said why can’t you do it now ? The dealership is open on Sat and Sun

• He responded he will take care of everything by the close of business Monday 9/29 and will give me a call on Monday

• 09/27 @ 5:45 discussion was completed, Trevor refused to cancel the contract and take possession of the car. Trevor said he would call me on Monday 09/29 close of business but I expect they will not call me to rectify this matter and delay the process even further.

09/29 @ 9:00pm Trevor did not call after he gave me his word and shake my hand agreeing to resolution.

I feel I was mistreated as a consumer and they had me waiting several hours (2.5 hrs) before anyone would assist me. This is very unexceptional.Desired Settlement: I would like to cancel the contract, return the vehicle and be refunded my deposit in full.

Business

Response:

Dear [redacted],

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

Consumer

Response:

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Review: [redacted]

I am rejecting this response because: "The new deal has not yet been finalized "

Review: I am leasing a Lexus [redacted] 2013 and the sticker states that certain options are supposedly included and they are not included. I still have the sales sticker to verify this.Desired Settlement: Would like financial compensation but I'm open to negotiation

Business

Response:

Dear

[redacted],