Impact Auto Repair #1

We at Tri-County Lexus provided a new contract for the customer with corrected figures that he was satisfied with The customer was also provided with the second key and a full tank of gas as requested As far as we know all issues have been addressed and corrected for the customer in a timely and efficient manner to ensure his satisfaction Thank you

Complaint: [redacted] I am rejecting this response because: I spoke to the manager about the problem but I got the same answer as before "the warranty does not covers it." I understand that, but the problem is that the car was like that before I bought itI dont understand why they charged me for a 100+ point inspection and missed something like that I fixed the key myself and Im willing to forget about that problemHe did however offered to pay for fixing the key problem, but thats out of the wayNow I just need the car's air conditioning to fully operate like the ad says I would understand if the car was damage after I bought it then it would be on me but this is a problem that was there before and nobody told me about it Regards, [redacted]

First off, on behalf of Tri County Lexus I would like to apologize for anything we did that made you upset in anyway as customer satisfaction is a priority to us Secondly, the refund for the $deposit is processing I reviewed the situation with my employees and our surveillance camera footage, and no one was cursed at, and the missing wallet claim is completely unfounded I am pointing that out because we would never treat anyone that way here at Tri County Lexus Furthermore the customers trade was sold and we went out of our way to unwind that deal to make sure the customer got their car back, once again because our clients satisfaction is very important to us The only reason this deal fell through was the customer failed to deliver on the money down as promised Regardless of the customers inability to follow through on the deal they signed to we still went out of our way to make sure they had a car to drive and they get their deposit back

As was stated before, and in paperwork when the car was purchased, the vehicle was sold AS-IS. Once again, that means the car is being purchased for better or worse the way it is. Therefore Tri County Lexus is not responsible if there is anything perceived to be wrong with the car. However in an effort to keep you as a customer, we would like to offer a $credit in our service department to get any issues you have fixed

At Tricounty lexus we understand that purchases can be confusing, especially when dealing out of stateim sure we can go over all the numbers together and clarify any misunderstandings please call me Hussain g*** directly *** *** ***

Complaint: ***
I am rejecting this response because: These people are still lying Let me just state these facts and be done with the nonsense Either you have surveillance or you don'tWhen we returned to ask if you found my wife's wallet the first thing out of your lovely sales manager Hussain's mouth was "we don't have any camera's in here"So which lie would you like to support, you have cameras or you don't? I would be more than happy to view the camera's with you to point out exactly when the heated argument of your sales manager cursing at me saying I wasn't getting my deposit back, why would I make this up--silly You did NOT go out of your way to find my truck, in fact, you told me my truck wasn't there because it had been sold and you had to find out who bought the truck to see if they could bring it backI FOUND MY TRUCK IN YOUR PARKING LOT......caught in a lie, this is what started the hostility of your sales managerYes, the deal fell through because we realized you were screwing us and we weren't going to allow that to happen.Lastly, if you were so concerned about your customer and returning our deposit, you would have returned our deposit that night, NO? Why were we in your office on March 6, when the deal fell through and you have JUST refunded our deposit of $on, March 24, 2017??????? Oh, I know why, because I flooded the market with exposing your company, Bob C*** - aka Tri County Lexus, wrote letters to Lexus and Toyota Headquarters, disputed the charge, and contacted the Assemblymen of *** CountyTO say you refunded our deposit out of the kindness of your heart and business practice is just simply another lie.....I am pretty sure you were strongly encouraged to issue a refund, you know, the refund Hussain also claimed was for a restocking fee and what he also told *** Police that he wasn't refunding the $because it was an application fee (again, which lie is it?????) If you would just tell the truth you wouldn't have to remember all of your lies to cover up....WHAT A DISGRACE AND A JOKE YOU ALL ARE!!!!! Bottom line, we were refunded our money and that is all that mattersI hope that I can save someone else their hard earned money and to be cautious should they decide to step foot into Tri County Lexus.
Regards,
*** ***

[A default letter is provided here
which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

This matter has been resolved to the customers satisfaction as of 11/10/ We agreed to replace the rear tires that are extremely worn once the tires are available as they are currently on national backorder We also agreed to do an alignment on their car at the discounted rate of
$plus taxes once the new tires are put on

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

We would like to thank you for bringing all this to our attention. However it was very clear verbally and in documents that the car was purchased As-Is. Meaning we guarantee the vehicle is safe to drive when it is purchased, but you are agreeing to purchase the vehicle the way it is
for better or worse. Regardless we don't like to have unhappy customers so we would like for the customer to reach out to the used car manager Orlando P*** at ext *** to see if we can reach an agreement that will make you happy and continue to be a Tri County Lexus customer

At tricounty Lexus we try our best to accommodate customers request , but working out of state deals is tough due to mv fees and tax the numbers may be hard to understand

We at Tri-County Lexus provided a new contract for the customer with corrected figures that he was satisfied with.  The customer was also provided with the second key and a full tank of gas as requested.  As far as we know all issues have been addressed and...

corrected for the customer in a timely and efficient manner to ensure his satisfaction.  Thank you.

Complaint: [redacted]
I am rejecting this response because: I spoke to the manager about the problem but I got the same answer as before.  "the warranty does not covers it." I understand that, but the problem is that the car was like that before I bought it. I dont understand why they charged me for a 100+ point inspection and missed something like that.  I fixed the key myself and Im willing to forget about that problem. He did however offered to pay for fixing the key problem, but thats out of the way. Now I just need the car's air conditioning to fully operate like the ad says.  I would understand if the car was damage after I bought it then it would be on me but this is a problem that was there before and nobody told me about it.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I'd like to communicate to Tri-County Lexus using the Revdex.com as a third party and not directly because I want them to accountable for their responses.After being told conflicting statements from the assistant manager and being given false papers to sign,I felt as if they were dishonest and fraudulent.This was the 4th visit for my primary problem (damaged rim or tire) which is continuing to create other problems (wheel balancing and alignment issues and shaking).They neglected the rim by not having it repaired after telling them other mechanics confirmed its bent creating such problems.They bead sealed the tire to mask the issue of why the rim is causing the tire to leak air.They are expecting me to return a 5th time to have the rim or tire repaired.I walked out on them because I lost faith and trust in their judgement.If I return I feel that I am going to be forced and tricked into signing documents that will make it seem as if they have resolved it.This is why [redacted] is refusing a replacement. They are not being truthful about the problem.I was told by the service rep that Lexus does not have the equipment to service my car to prevent it from the shaking.Then the assistant manager told me additional coverage plan I purchased wasn't going to cover the rim and tire and that I'd have to just deal with it.He flashed about 8 complaints on his desk and made me seem like I was just another one.He'd like to brush me off for that one day but this is problem that I have to deal with everyday.They are putting mine and my family's safety at risk to continue to test the rim or tire over and over.They are leaving me no choice but to purchase a new rim or tire myself when it should be covered under the plan I purchased from them.I have do my alignment and balance over again because as I continue to drive it shakes continues to throw it off.Replying to my complaint should consist of addressing the problem and explaining why they are trying to resolve it the way they are.If the wheel balancing and alignment did not stop the shaking (which was done elsewhere and explained it wouldn't),why am I being given a document saying it did?Why am I being forced on the road a 4th time with a defective rim or tire that was leaking air without it being examined before sealing it and why is that not documented?Why haven't they used a tire or rim of the same size from one of their loaners to cancel out that it is not the rim or tire?
Regards,
[redacted]

The customer did call in after the purchase about the cup holder.  We told him we would be happy to repair it.  The customer was under the impression that it was going to be under warranty but it was not.  We offered to fix it at a discounted rate to keep a happy customer but he was...

not satisfied with that.  Unfortunately not EVERY repair that pops up on a used car is going to be covered under warranty.  We also understand that Lexus has given the customer a service credit to help out as well.  Between our discount we will give him, and the service credit from Lexus, we feel that the customer has been taken care of very well.

On 10/28/17, I met with [redacted] and he went over his concerns with me.  After our conversation, I asked him to wait while I went to speak with the technician and service advisor as well as update the paperwork to address his concerns.  When I returned, I searched but could not find [redacted]...

[redacted] anywhere including in our sales showrooms.  I have attempted to call [redacted] including on the 28th thru today and have only been able to leave a voicemail.  We had also been in touch with his tire protection company ([redacted] and they denied coverage of a new rim.  I had hoped to take a ride in the car myself when I looked for him and would still be happy to do so in order to see if his concerns are justified at normal operating speeds.  If you can have him give me a call that would be great.Thank you,David Fi[redacted]Tri-County Lexus[redacted]

Initially I would like to say how sorry we are that you are not satisfied with our service here at Tri-County Lexus.  We strive for 100% customer satisfaction from all of our clients.  As far as your issues are concerned we understand that when purchasing a car their is a lot of paperwork...

involved, and sometimes it can be overwhelming.  I would like to invite the individual who's name is on the paperwork to set up an appointment and we will go over everything again to make sure all paperwork is understood.  I have reviewed all the deal and all documents involved and there was absolutely no violations of any sort and all paperwork was properly signed by the buyer.  We have been in business for almost 30 years and would never do anything that would jeopardize our fantastic reputation in our area and beyond.  Thank you again for your business and we hope to hear from you soon.

We at Tri County Lexus would like to first and foremost apologize for any issues that made your experience here unpleasant.  Customer satisfaction is above all else our number one priority.  That being said, we would like to clarify a few things that were said so hopefully we all get...

on the same page, as we feel this whole issue is a big misunderstanding.  The reason the salesperson didn't tell you the interest rate up front like you asked was you weren't approved yet.  We do the best we can with sub par credit but in the end it is up to the bank as to what rate you get.  The reason we wanted you to come to the dealership is to discuss these things in person so there is no miscommunication.  When we finally got an approval the rate you qualified for was 8%.  After you told us that wouldn't work we called in a favor and got the 5.99%, once again striving for customer satisfaction.  Also the warranty was cancelled right away and the paperwork was never even put through.  We feel we went above and beyond given the hurdles we had to work with to make this deal work for you.  That being said I hope you will give us another chance in the future.  Thank you for your business and we are glad you are enjoying your new Lexus.

First off, on behalf of Tri County Lexus I would like to apologize for anything we did that made you upset in anyway as customer satisfaction is a priority to us.  Secondly, the refund for the $1000 deposit is processing.  I reviewed the situation with my employees and our...

surveillance camera footage, and no one was cursed at, and the missing wallet claim is completely unfounded.  I am pointing that out because we would never treat anyone that way here at Tri County Lexus.  Furthermore the customers trade was sold and we went out of our way to unwind that deal to make sure the customer got their car back, once again because our clients satisfaction is very important to us.  The only reason this deal fell through was the customer failed to deliver on the money down as promised.  Regardless of the customers inability to follow through on the deal they signed to we still went out of our way to make sure they had a car to drive and they get their deposit back.

Tri-county Lexus would like to apologize for the inconvenience of the calls you have been receiving from our dealership.  We have made sure your phone number is no longer in any of our systems as should have been done after your first call to let us know about this problem.  If there is...

anything else we can do for you, please reach out to me, Robert V[redacted], or our General Manager, [redacted] C[redacted] at ([redacted]