As we discussed our responsibility as a dealer is to keep you up to date and informed of the status of the parts availability by the ManufacturerIn response to [redacted] ***’s concerns and statements we contacted her to keep her informed of the parts availability for the recall for her vehicleAs she was made aware of from Herb Chambers Lexus and now from the Lexus Customer Experience Center that she is now in touch with, the parts are still not available and will not be available until the end of February We will promptly notify [redacted] as soon as the parts are available and expedite the repair of her vehicle [redacted] was also offered alternate transportation if she felt unsafe driving her vehicle by Lexus Customer Experience Center ( the manufacturer) which she declined at this timeAs with any safety recall this is a serious matter and are handled with priorityRegrettably, we as a dealer can only serve our guests’ as the remedies and parts become available from the manufactureWe take pride in keeping all our guests’ up to date and well informed with the information we receive from the manufactureWe also reviewed and discussed we here at Herb Chambers Lexus do not have a process in place for calling our guests to “purchase un needed auto repair services”We are a professional, reputable, and long running local business with only with the highest standards I will inform [redacted] as soon as your parts arrive so we can complete your recall [redacted] ***
Herb Chambers Lexus has offered to do an exchange for the guest as well as offered to buy back the vehicle under our day or day exchange policy, but the client declined both options after purchasing his vehicle online Herb Chambers has exhausted all options as the client was provided all into prior to making the purchase as well as inspected vehicle prior to making purchase [redacted] has also filed similar complaint with MASSPRIG Consumer Action Center Please see attached documents from MASSPRING and all email communications with the guest
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Mr. [redacted] cancelled his Warranty with our dealership . Herb Chambers Lexus forwarded the cancellation form to the Warrant company who process and cancelled the warranty. They forward us the reimbursement in the normal process time and the money ( $2547.00) was forwarded to [redacted] Bank...
on June 20th 2017 .[redacted] Bank cashed and applied the amount to Mr. [redacted]'s balance on June 26th 2017 -see attachments.Mr. [redacted]'s outstanding loan balance has been reduced by that amount which represents the extended Warranty contract he financed.
I spoke to [redacted] and [redacted] black regarding their recent purchase and experience with our dealership. They expressed their concerns with the vehicle to me and overall experience with us, We had a great conversation and they were very nice. [redacted] brought the vehicle in and we had the scratches...
buffed out and the stains inside were cleaned. [redacted] was very happy with the outcome. We also set up an appointment with their local [redacted] dealership to change the interior molding in the rear tailgate of the vehicle. [redacted] thanked me for doing that and they are both very happy.
As we discussed our responsibility as a dealer is to keep you up to date and informed of the status of the parts availability by the Manufacturer. In response to [redacted]’s concerns and statements we contacted her to keep her informed of the parts availability...
for the recall for her vehicle. As she was made aware of from Herb Chambers Lexus and now from the Lexus Customer Experience Center that she is now in touch with, the parts are still not available and will not be available until the end of February 2017. We will promptly notify [redacted] as soon as the parts are available and expedite the repair of her vehicle. [redacted] was also offered alternate transportation if she felt unsafe driving her vehicle by Lexus Customer Experience Center ( the manufacturer) which she declined at this time. As with any safety recall this is a serious matter and are handled with priority. Regrettably, we as a dealer can only serve our guests’ as the remedies and parts become available from the manufacture. We take pride in keeping all our guests’ up to date and well informed with the information we receive from the manufacture. We also reviewed and discussed we here at Herb Chambers Lexus do not have a process in place for calling our guests to “purchase un needed auto repair services”. We are a professional, reputable, and long running local business with only with the highest standards. I will inform [redacted] as soon as your parts arrive so we can complete your recall. [redacted]
Herb Chambers Lexus has offered to do an exchange for the guest as well as offered to buy back the vehicle under our 5 day or 30 day exchange policy, but the client declined both options after purchasing his vehicle online. Herb Chambers has exhausted all options as the client was provided all...
into prior to making the purchase as well as inspected vehicle prior to making purchase. [redacted] has also filed similar complaint with MASSPRIG Consumer Action Center. Please see attached documents from MASSPRING and all email communications with the guest.
To whom it may concern, This is to respond to the complaint that was filed against Herb Ch[redacted]s Lexus. This is a description of the events that happened during Mrs. [redacted]’s purchase of a 2017 Lexus NX 200t. On December 07th, both Mrs. [redacted] and Mr. [redacted] walked into our showroom and...
negotiated a lease. The deal came out to 4000$ total out of pocket and 328$ for the next 36 months. We wrote up a preliminary purchase and sale [1] and asked them to put down a 500$ refundable deposit [2] to reserve the car until they completed the paperwork and the lease agreement. It clearly states all of the terms and conditions; including the fact that this deal is based on a 720 credit score or above. On December 13th, Mrs. [redacted] came alone to the dealership to sign the remainder of her paperwork so that her lease could start and we could get new plates and registration for her new car. When she sat in front of the business manager we informed her that her credit was below 720 and that her payment was subject to change. The banks approval dictates what your payment should be since the interest rate directly affects the monthly payment. Mrs. [redacted] also asked the finance manager to change the structure of the deal with 3000$ down and not 4000$ as previously agreed, so this also raised her payment by 30$. She was informed that her new payment would now be 429 including tax. Mrs. [redacted] asked if having a co-signer would help and we informed her that depending on the co-signer score her approval could get better. She asked the business manager to step out of the office, she made a phone call and upon return of the business manager she informed him that she was comfortable moving forward. After making a funny comment that “we spend more money on coffee per month” Mrs. [redacted] signed the Lease contract [3] and gave us an additional 2500$ [4]. We informed Mrs. [redacted] that we needed 24 hours to perfect the registration and get the new license plates, so we suggested that she could return her [redacted] lease that she was driving the next day and that we could pick her up if she needed a ride. On December 14 Mrs. [redacted] wrote an email to the finance manager [5] thanking him for the quality of service and suggested she would make a testimonial to exhibit his superior service. Later that day she asked if we could pick her up from the [redacted] dealership as she was returning her lease. The sales person drove up in a Lexus and offered her a ride back. The lease was returned to [redacted] and she was ready to pick up her new Lexus [6]. To dispute the claims presented against Herb Chambers Lexus, we always presented Mrs. [redacted] with a full disclosure deal and always allowed her to make a decision with very low pressure. As she is and remains a very well educated client that regardless of her sex, has the ability to make decisions and walk away from the deal if it was not to her liking. Tell us why here...
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. In response to the recent reply from [redacted] at Herb Chambers Lexus (Sharon, MA).There are notable inaccuracies in the first full paragraph of the reply. (1) The initial, and agreed upon purchase price, was $3,000 down and $359 per month. $4,000 down and $328 per month was never discussed. (2) She inaccurately noted that their $500 refundable deposit was to reserve the car until paperwork was completed… This is true in that we were told it would reserve the car. However, multiple times, we were told it would reserve the two ‘Lexus Corporate certificates’ that had been used to help us achieve the agreed upon price. At least 5 times we were told that the deal could change relative to the agreed upon price and the reservation of these ‘certificates’ if we didn’t, on-the-spot make the down payment. (3) The discussion of any credit score requirement for our agreed upon deal never once happened in any way. It was never mentioned at all.[redacted]’s inaccurate description of the events for the negotiation as told in her reply were likely inaccurate because she wasn’t ever present on 12/7 and we had never met her or spoke to her in any way that day.The off-the-cuff and commonly joked about comment made about spending ‘more on coffee per month’ is not relative to the bait-and-switch deal presented and then taken away. However, it is very relative to the attitude that the employees of Herb Ch[redacted]s Lexus use to rationalize their unfair sales tactics. If a comment is made in an obviously stressful and self-deprecating way, then the business practices used are just? The answer is very clear to be no.Even the description of grounding the [redacted] is a tale not based in reality. At all times, the instruction of the people at Herb Ch[redacted]s Lexus was being followed to get rid of the [redacted]. This included the sales agent on 12/7 actually calling the [redacted] leasing company in our presence to advise of the fastest approach to return the [redacted] and be free of the lease and the vehicle. Lastly, the final paragraph of the reply from Herb Chambers Lexus reads very well and promotes full disclosure, low pressure, etc. Those words mean nothing. The action and real-life business/sales tactics that were made on this sale speak only to the opposite of that. Even a kind message to the finance manager’s representation of himself does not earn Herb Chambers Lexus the right to do what they did during this purchase process.Returning the lease payments to the initially agreed upon deal or a lump-sum payment of the difference ($429-$359 times 36) would be a fair resolution for all parties.
Regards,
[redacted]
As we discussed our responsibility as a dealer is to keep you up to date and informed of the status of the parts availability by the ManufacturerIn response to [redacted] ***’s concerns and statements we contacted her to keep her informed of the parts availability for the recall for her vehicleAs she was made aware of from Herb Chambers Lexus and now from the Lexus Customer Experience Center that she is now in touch with, the parts are still not available and will not be available until the end of February We will promptly notify [redacted] as soon as the parts are available and expedite the repair of her vehicle [redacted] was also offered alternate transportation if she felt unsafe driving her vehicle by Lexus Customer Experience Center ( the manufacturer) which she declined at this timeAs with any safety recall this is a serious matter and are handled with priorityRegrettably, we as a dealer can only serve our guests’ as the remedies and parts become available from the manufactureWe take pride in keeping all our guests’ up to date and well informed with the information we receive from the manufactureWe also reviewed and discussed we here at Herb Chambers Lexus do not have a process in place for calling our guests to “purchase un needed auto repair services”We are a professional, reputable, and long running local business with only with the highest standards I will inform [redacted] as soon as your parts arrive so we can complete your recall [redacted] ***
Herb Chambers Lexus has offered to do an exchange for the guest as well as offered to buy back the vehicle under our day or day exchange policy, but the client declined both options after purchasing his vehicle online Herb Chambers has exhausted all options as the client was provided all into prior to making the purchase as well as inspected vehicle prior to making purchase [redacted] has also filed similar complaint with MASSPRIG Consumer Action Center Please see attached documents from MASSPRING and all email communications with the guest
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Mr. [redacted] cancelled his Warranty with our dealership . Herb Chambers Lexus forwarded the cancellation form to the Warrant company who process and cancelled the warranty. They forward us the reimbursement in the normal process time and the money ( $2547.00) was forwarded to [redacted] Bank...
on June 20th 2017 .[redacted] Bank cashed and applied the amount to Mr. [redacted]'s balance on June 26th 2017 -see attachments.Mr. [redacted]'s outstanding loan balance has been reduced by that amount which represents the extended Warranty contract he financed.
I spoke to [redacted] and [redacted] black regarding their recent purchase and experience with our dealership. They expressed their concerns with the vehicle to me and overall experience with us, We had a great conversation and they were very nice. [redacted] brought the vehicle in and we had the scratches...
buffed out and the stains inside were cleaned. [redacted] was very happy with the outcome. We also set up an appointment with their local [redacted] dealership to change the interior molding in the rear tailgate of the vehicle. [redacted] thanked me for doing that and they are both very happy.
As we discussed our responsibility as a dealer is to keep you up to date and informed of the status of the parts availability by the Manufacturer. In response to [redacted]’s concerns and statements we contacted her to keep her informed of the parts availability...
for the recall for her vehicle. As she was made aware of from Herb Chambers Lexus and now from the Lexus Customer Experience Center that she is now in touch with, the parts are still not available and will not be available until the end of February 2017. We will promptly notify [redacted] as soon as the parts are available and expedite the repair of her vehicle. [redacted] was also offered alternate transportation if she felt unsafe driving her vehicle by Lexus Customer Experience Center ( the manufacturer) which she declined at this time. As with any safety recall this is a serious matter and are handled with priority. Regrettably, we as a dealer can only serve our guests’ as the remedies and parts become available from the manufacture. We take pride in keeping all our guests’ up to date and well informed with the information we receive from the manufacture. We also reviewed and discussed we here at Herb Chambers Lexus do not have a process in place for calling our guests to “purchase un needed auto repair services”. We are a professional, reputable, and long running local business with only with the highest standards. I will inform [redacted] as soon as your parts arrive so we can complete your recall. [redacted]
Herb Chambers Lexus has offered to do an exchange for the guest as well as offered to buy back the vehicle under our 5 day or 30 day exchange policy, but the client declined both options after purchasing his vehicle online. Herb Chambers has exhausted all options as the client was provided all...
into prior to making the purchase as well as inspected vehicle prior to making purchase. [redacted] has also filed similar complaint with MASSPRIG Consumer Action Center. Please see attached documents from MASSPRING and all email communications with the guest.
To whom it may concern, This is to respond to the complaint that was filed against Herb Ch[redacted]s Lexus. This is a description of the events that happened during Mrs. [redacted]’s purchase of a 2017 Lexus NX 200t. On December 07th, both Mrs. [redacted] and Mr. [redacted] walked into our showroom and...
negotiated a lease. The deal came out to 4000$ total out of pocket and 328$ for the next 36 months. We wrote up a preliminary purchase and sale [1] and asked them to put down a 500$ refundable deposit [2] to reserve the car until they completed the paperwork and the lease agreement. It clearly states all of the terms and conditions; including the fact that this deal is based on a 720 credit score or above. On December 13th, Mrs. [redacted] came alone to the dealership to sign the remainder of her paperwork so that her lease could start and we could get new plates and registration for her new car. When she sat in front of the business manager we informed her that her credit was below 720 and that her payment was subject to change. The banks approval dictates what your payment should be since the interest rate directly affects the monthly payment. Mrs. [redacted] also asked the finance manager to change the structure of the deal with 3000$ down and not 4000$ as previously agreed, so this also raised her payment by 30$. She was informed that her new payment would now be 429 including tax. Mrs. [redacted] asked if having a co-signer would help and we informed her that depending on the co-signer score her approval could get better. She asked the business manager to step out of the office, she made a phone call and upon return of the business manager she informed him that she was comfortable moving forward. After making a funny comment that “we spend more money on coffee per month” Mrs. [redacted] signed the Lease contract [3] and gave us an additional 2500$ [4]. We informed Mrs. [redacted] that we needed 24 hours to perfect the registration and get the new license plates, so we suggested that she could return her [redacted] lease that she was driving the next day and that we could pick her up if she needed a ride. On December 14 Mrs. [redacted] wrote an email to the finance manager [5] thanking him for the quality of service and suggested she would make a testimonial to exhibit his superior service. Later that day she asked if we could pick her up from the [redacted] dealership as she was returning her lease. The sales person drove up in a Lexus and offered her a ride back. The lease was returned to [redacted] and she was ready to pick up her new Lexus [6]. To dispute the claims presented against Herb Chambers Lexus, we always presented Mrs. [redacted] with a full disclosure deal and always allowed her to make a decision with very low pressure. As she is and remains a very well educated client that regardless of her sex, has the ability to make decisions and walk away from the deal if it was not to her liking. Tell us why here...
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. In response to the recent reply from [redacted] at Herb Chambers Lexus (Sharon, MA).There are notable inaccuracies in the first full paragraph of the reply. (1) The initial, and agreed upon purchase price, was $3,000 down and $359 per month. $4,000 down and $328 per month was never discussed. (2) She inaccurately noted that their $500 refundable deposit was to reserve the car until paperwork was completed… This is true in that we were told it would reserve the car. However, multiple times, we were told it would reserve the two ‘Lexus Corporate certificates’ that had been used to help us achieve the agreed upon price. At least 5 times we were told that the deal could change relative to the agreed upon price and the reservation of these ‘certificates’ if we didn’t, on-the-spot make the down payment. (3) The discussion of any credit score requirement for our agreed upon deal never once happened in any way. It was never mentioned at all.[redacted]’s inaccurate description of the events for the negotiation as told in her reply were likely inaccurate because she wasn’t ever present on 12/7 and we had never met her or spoke to her in any way that day.The off-the-cuff and commonly joked about comment made about spending ‘more on coffee per month’ is not relative to the bait-and-switch deal presented and then taken away. However, it is very relative to the attitude that the employees of Herb Ch[redacted]s Lexus use to rationalize their unfair sales tactics. If a comment is made in an obviously stressful and self-deprecating way, then the business practices used are just? The answer is very clear to be no.Even the description of grounding the [redacted] is a tale not based in reality. At all times, the instruction of the people at Herb Ch[redacted]s Lexus was being followed to get rid of the [redacted]. This included the sales agent on 12/7 actually calling the [redacted] leasing company in our presence to advise of the fastest approach to return the [redacted] and be free of the lease and the vehicle. Lastly, the final paragraph of the reply from Herb Chambers Lexus reads very well and promotes full disclosure, low pressure, etc. Those words mean nothing. The action and real-life business/sales tactics that were made on this sale speak only to the opposite of that. Even a kind message to the finance manager’s representation of himself does not earn Herb Chambers Lexus the right to do what they did during this purchase process.Returning the lease payments to the initially agreed upon deal or a lump-sum payment of the difference ($429-$359 times 36) would be a fair resolution for all parties.
Regards,
[redacted]