Hoffman Lexus

[redacted] brought his Lexus *** in for a full detail service, which was provided by Hoffman LexusThe customer was upset that there were scratches revealed once the vehicle had been cleaned and waxedThese scratches were embedded in the clear coat of his vehicle and were not a result of the detailing process We buffed the vehicle as part of standard detailing protocol to minimize any imperfections visible on the car, but because the scratches were deep into the clear coat they could not be removed with a full detailThis was explained to [redacted] in [redacted] office with the door closed and only *** and myself presentThe full detail service provided was billed and paid for in the amount of $212.70, not $2,as the customer claims We stand behind our workmanship and will not provide a refund for services rendered Regards, [redacted] , Hoffman Lexus Service Manager

I was on the road 6am when my car registered “HOT”! I reviewed Hoffman’s stock on-line, places a call before 8”am and a sales person answered and asked me to come in I reviewed the selection available on site and made a purchase! Not prepared to make a car purchase and with only my car as the trade in, I purchased a certified car with an excellent warranty I test drove the car, requested financing and drove my new car home that evening Hoffman turned my bad experience into one of the most enjoyable buying experience under such the circumstances I cannot thank the sales associate, Woody H*** and all of the staff, for providing such professional servicing during this process I will indeed return to Hoffman for my next vehicle purchase along with referring family and friends to the dealership

Tell us why here.The refund for the lease termination fee in the amount of $has been sent to *** *** *n Wednesday February 8thIt was sent via *** Priority mail and he should be receiving this check within the next few days, however there may be some delay due to
weather conditions

[redacted] brought his Lexus [redacted] in for a full detail service, which was provided by Hoffman Lexus. The customer was upset that there were scratches...

revealed once the vehicle had been cleaned and waxed. These scratches were embedded in the clear coat of his vehicle and were not a result of the detailing process.  We buffed the vehicle as part of standard detailing protocol to minimize any imperfections visible on the car, but because the scratches were deep into the clear coat they could not be removed with a full detail. This was explained to [redacted] in [redacted] office with the door closed and only [redacted] and myself present. The full detail service provided was billed and paid for in the amount of $212.70, not $2,012.70 as the customer claims.  We stand behind our workmanship and will not provide a refund for services rendered.  Regards, [redacted], Hoffman Lexus Service Manager

Ms. [redacted] brought her [redacted] to Hoffman Lexus on April 28, 2015 due to an...

intermittent noise. The vehicle was taken on test drives by our Lexus service specialist multiple times and it was determined struts and exhaust repairs were needed.  These were completed and Ms. [redacted] picked up her vehicle on May 6, 2015. On Monday, May 18, 2015, Ms. [redacted] contacted our dealership with claims that she had just noticed damage to her vehicle. Her [redacted] had been back in her possession for a total of 12 days and the damage she is reporting appears to be from road debris or being hit in a parking lot. This damage was not present on her vehicle when it was returned to her on May 6, 2105.

Review: I recently was in the market to purchase a used car and through my internet research found one I thought would be well suited for me at Hoffman Lexus in [redacted]. After sitting with the salesman and test driving the vehicle I was sold. I informed my salesman that I had outside financing and would need my father to come in and look over the vehicle with me before I would sign in the dotted line for purchase. At that point my salesman indicated that the particular vehicle I was looking at could be sold at any given moment, if I did not put money down to have it held. My father was not available and I did not want the car to be sold and I felt unsure about what to do. My salesman then reassured me that if I decided not to purchase the car, any money I would give to have it held would be refunded to me. And even suggested I write a check so that actual money would not be taken out of my account just in case. He told me the minimum they would allow was $500.

After discussing having the car held he asked who I would be financing with and like many other dealers do, asked me for the opportunity to get me a better rate. Long story short, they were unable to do so, and after review with my father and a discussion with a finance manager at the dealership, I decided that neither the vehicle nor the dealership was a good fit for me. I went back to the dealership for my refund and was treated poorly.

I have been given the run around for over a month and now a sales manager, with whom I've never met during any of my dealings with Hoffman, is telling me that my money is non refundable. I would have never given them money had I been provided with any information that would indicate the slightest possibility of me not being able to get a refund.Desired Settlement: I am just looking to get my money back. I made a conscious choice not to do further business with Hoffman due to my experience.

Business

Response:

Our business manager, Al R[redacted], has been in communication with our customer, Ms. [redacted], during this time in order to assist her with finding a vehicle that will fit her budget and transportation needs. The refund has been processed and will be ready later today. Because Ms. [redacted] is in need of a vehicle we are working diligently to assist with this process although there have been some challenges along the way. Our customer has agreed to come in to pick up the refund check as we continue with the process together to find a new vehicle. We apologize that the process has been challenging but we assured her that we are here to work together. Thank you.

Review: This complaint is a result of very poor communication skills and work performance between department of Hoffman lexus service and customer. The work on my automobile was not done properly not even 50% right, but I was forced to pay a full amount for this poor perform with threat of not receiving my car back. They told me after work was done ,that my car was actually detailed by outsider company and not by hoffman auto group and they not taking responsibility for quality of their work.I felt very discriminated by the service representative and manager and lied of this place,I was just shocked and disbelieve how a bad this matter was handled ,mostly I wish to understand and be explained how this is work in hoffman service department ,and whats is right?. My free will to be very satisfied customers and make positive feedback....Or their way .....just to be forced to be high satisfied and lie about it that you happy ! Because I really confused I want to know from this dealer if buying a car for more than $45 K +,is the reason to be treat with this ignorance and low approach or this is the way how the buisness is done on every day in Hoffman lexus dealership . After so many attempts to contact the headquarter lexus Hoffman group for solution to this matter I still have no respound . Hoffman DRIVING WITH TRUST" is that really.......?Desired Settlement: I look for explanation and I really not to feel safe to drive my car again to this place. I would like to have 100% refund for my detailing.I feel like to be apologies from that people for that service especially service manager who is using treats tactics instead of been problem solution specialist and costumer person that made me feel and look really bad and humiliated in front of whole staff who name is [redacted] I hope the name is right as far I remember . Thank you

Business

Response:

[redacted] brought his Lexus [redacted] in for a full detail service, which was provided by Hoffman Lexus. The customer was upset that there were scratches revealed once the vehicle had been cleaned and waxed. These scratches were embedded in the clear coat of his vehicle and were not a result of the detailing process. We buffed the vehicle as part of standard detailing protocol to minimize any imperfections visible on the car, but because the scratches were deep into the clear coat they could not be removed with a full detail. This was explained to [redacted] in [redacted] office with the door closed and only [redacted] and myself present. The full detail service provided was billed and paid for in the amount of $212.70, not $2,012.70 as the customer claims. We stand behind our workmanship and will not provide a refund for services rendered. Regards, [redacted], Hoffman Lexus Service Manager

Review: I brought my car in for oil change and rotation service and for a check up of a raddle noise in the back. I was then told that I needed new tires which I agreed to. I had to leave the car there for about three days which was unexpected. When I picked up my car nobody inspected the car with me. A week and half I went to wash my car and I noticed a crack on the back - driver side bumper around the tire that was not there ever. It was hard to see because it looked like it had been "buffed" when they detailed the car. I immediately brought it to the dealer the next morning and they refused to take responsibility for it. I spoke with [redacted] who brought in another manager. [redacted] said that it didn't look like something they did so I said that I didn't agree with that and wanted to speak with someone higher. [redacted] brough in another manager, who didn't identify himself and said that because the car was on the road for a week and half they will not take responsibility. This is not acceptable. This "manager" did not introduce himself and was very short with me. I am sure that if I was a male - and a white male, the experience would had been different. I paid over $600 dollars for tires and oil change and my car was damaged during that process. That crack was not there before!Desired Settlement: I want my car to be repaired at no cost to me and an apology for the manger being short with me and unprofessional. I am also a professional woman and a manager at a Customer Service place and I will never treat my customers the way this man treated me.

Business

Response:

Ms. [redacted] brought her [redacted] to Hoffman Lexus on April 28, 2015 due to an intermittent noise. The vehicle was taken on test drives by our Lexus service specialist multiple times and it was determined struts and exhaust repairs were needed. These were completed and Ms. [redacted] picked up her vehicle on May 6, 2015. On Monday, May 18, 2015, Ms. [redacted] contacted our dealership with claims that she had just noticed damage to her vehicle. Her [redacted] had been back in her possession for a total of 12 days and the damage she is reporting appears to be from road debris or being hit in a parking lot. This damage was not present on her vehicle when it was returned to her on May 6, 2105.

Review: I went to Lexus dealer on 06/24/15 and put a $500 cash down payment on a 2015 [redacted]. I was told by the dealer staff in order to run my credit they needed to run a car's info. They said it can take up to a week to get an answer.I was first contacted a few days later saying that I was denied from the 1st bank but that Toyota Finance was willing to do the deal and we were going to go over the final numbers on June 30th. At that time I was not satisfied with the numbers. The numbers were not where we agreed upon before and they refused to print out the finals numbers so I could look them over. At that time I declined the deal. I asked for a refund of my $500 deposit. They told me that they will cut me a check. It's been a month and I have tried to contact them by phone many times and just keep getting ignored and sent to a voicemail in which no one never calls me back. On 07/24/15. I went physically to the dealer and spoke to Peter the Fianance Manager who I originally declined the deal from. After I spoke to Peter today I just keep getting the run arounds. It's a month now and I never bought no car and I want my deposit back. Can you please help me? They've been saying to me since 06/30/15 that they are going to refund my money back and still I have not received no deposit.Desired Settlement: I want my $500 deposit back....period.

Business

Response:

Our customer, Mr. [redacted], has been negotiating with our team and has come to an agreement for his new vehicle. We are pleased to say that he was in our dealership on Saturday, August 1, 2015 to finalize the paperwork for his new Lexus. We look forward to continually providing exceptional service to Mr. [redacted] in the years ahead.