Mr [redacted] purchased a used vehicle from Ira Lexus with 43,miles on it He signed a copy of the [redacted] Limited Used Vehicle Warranty Based on the mileage and year of the vehicle he had days or 2,miles of warranty Ira Lexus has replaced the headlight, fixed the air conditioning and suspension issues all at ZERO cost to Mr*** This work was done in May well past the Massachusetts Limited Used Vehicle Warranty Ira Lexus incurred a cost of $2,to correct these issues.Mr [redacted] did purchase an extended service contract which is valid for months or 50k miles from the date and mileage of purchase There is a $deductible for covered items This coverage is good at any repair facility they just need to get prior authorization before performing any work.None of the items listed above are safety issues from 1-11-and look like regular maintenance recommendations.We disagree that Mr [redacted] purchased a lemon as he has used the vehicle for over a year Ira Lexus apologized that Mr [redacted] had some issues with the vehicle but we stepped up and corrected them at no cost to him
[redacted] came in with is Girlfriend to purchase a [redacted] and trad in his [redacted] truck that is in his name and has a loan on it in his name. He selected a truck we did not have in stock that we had to go and get elsewhere, he agreed to the numbers and left us a $500 non refundable deposit. The truck arrived and [redacted] came in to see it, once here he decided he wanted a different model with more equipment, so we found another truck, [redacted] agreed to it and promised to my Sales Manager [redacted] that this was the truck he wanted for sure. [redacted] knew it would take a few days to wrap this one up since it was further away, at no time during this transaction did they want us to change the buyer info and the true buyer to the lender is the one who is on the credit app first and trading in a car in their name. Once the 2nd truck arrived we reached out to [redacted] to let him know it was here, we never heard back from him until 5 days later when his Girlfriend called saying they no longer wanted the truck. Ira Toyota purchased 2 trucks for ***, sent paid and insured drivers to get these trucks knowing [redacted] had agreed to the purchase. Once we found out he was not buying the truck we offset the expense sot have these trucks and get them with the Non Refundable deposit they gave us and signed off on. See attached agreement.
All extended service contracts begin from the original in service date the vehicle was sold This is stated very clearly in the agreement the customer signed Integrity is one of the core values of our company we do not intentionally mislead customers.I would be happy to sit with the customer and review the contract she signed
Mr [redacted] came in and had recall work performed on his vehicle 4- There were recalls performed at that time one was related to a power window master switch and the 2nd was related to possible windshield wiper motor corrosion The vehicle was brought back on 4-and the customer stated air not blowing out of dash vents only defrost and floor since recall work performed.We diagnosed the issue as the blower motor not moving air out of the dash vents To correct this issue the blower motor would need to be replaced We performed this diagnosis at no charge to Mr [redacted] There is not correlation to the recall work that was performed and the blower motor malfunctioning The technician was not working in the area of the blower motor.Our dealership has no history with Mr [redacted] 's [redacted] with 83k miles other than the recall visit and subsequent free diagnosis on 4- We did notice in the history the customer had purchased an extended service contract from the selling dealer but had subsequently canceled the contract The extended service contract would have covered this failure
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] The biggest issue with the complain was that I was told that I couldn't drive the truck without replacing the tires I would have taken it to another dealer to have the tires reevaluated but I was told that it would be "failed" and that I wasn't supposed to drive it without resolving the issue which required replacing tires I do not consider this matter resolved and would appreciate your guidance on how to proceed Regards, [redacted] ***
The Ira Motor Group apologizes that this cancellation and refund have not been issued more timely. *** *** (General Manager) and *** *** (F&I Director) will get the check issued today. The customer can either pick the check up at the store or we can mail it out whichever is
more convenient
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 # ***Please add your rejection comments below.
Mr*** stated the same repair "professional" will attempt to re-repair the repairs he did extremely poorly to begin with Mr*** told my husband that the repair "professional" did the best he could with the damage As I indicated to Mr*** on the telephone and follemail, I am not comfortable with having the same repair "professional" attempt to re-repair the damage from the airbag recall and the damage he did in attempting to repair that initial damage I can only attach four photos, so I am submitting the post-airbag damage photos and post-"repair" of the same areas By zooming in on the photos, you can clearly see that the repair "professional" that Mr*** would like us to have re-repair the damages, actually increased the area of damage during his so called "repair" Granted there is not a gaping 1" hole, but a four year old with silly putty could have done a better job and caused less damage I agreed to call Mr*** once we have the head gaskets repaired, but I stated on the phone, and in a follemail, that we are not comfortable with the same repair "professional" (whom Mr*** stated did his best to repair the damage) attempt to re-repair the damage he and IRA did to our vehicle The head gaskets are scheduled for repair in days, once repaired we will have a third party (non-IRA affiliated professional) take a look at the damage and provide an estimate for repair Regards,
*** ***
Ms*** would have received the documentation she is requesting as every customer leaves the dealership with a copy of the repair order for their visit. I would be glad to forward a copy
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 not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
What I am requesting is the detailed report because the what the customer normally receives is a truncated version of the report.In any event, Mr ***, the Marketing Director was kind enough to send me the detailed reports which documented that on October 24th, after a mile drive test the grinding sound that I identified was confirmed by the technicianThis was due to the outer edge of the rotor not contacting the pad and rust build upThe rotor was re-surfaced and pads cleaned and road tested again by driving for miles.I have attached the service history to refresh the Service Manager's memory and he doesn't need to respond to my comments, I will update him after I have the brakes examined.
Regards,
*** ***
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 # ***
*** I was sent an email about the complaint and accidentally hit the botton that I was satisfied with a resolutionThere as been no resolution yet and I didn't intend on drooing the issue .please help me re opean my complaintThis bussness stole dollers from me and I have two kids I need this back .
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response just simply resolves obtaining the check owed to the customer, though the business states that the monthy promotion error was just a "mistake" caused by human error it does not resolve the persistent mistakes that happened throughout the car buying/lease experience in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed, as evidence to resolve the other unconcluded issues are not as easily closed due to the duration of time that the business needs to clean up its act! Adding that in complaint #*** the customer specifically asked for a hand written apology by the site manager which still has have yet to be recieve but now the customer will abandon any hope of recievingIt was appeartent that the business just wants the customer to go away and no evidence of correction will be madeUnless of course if action by the business was to happen to correct the fundamentals I would not know and that would be my "mistake"!
Regards,
*** ***
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 # ***
I hit the wrong button when I was replying back and this is not resolved, yes I did have the truck for over a year and it has been problems from the start, enclosed is a Vehicle Health Inspection from *** *** *** of *** one year to the date that I brought the car If I was not sold a lemon then it should not have all the problem in this report even the one that they said they fixed(I have all the bills from the time I got the truck if you need those as well)I work two jobs I go from my home in Dorchester to the Airport back home to take a nap then to my second job at *** *** *** from there I go to the Airport the next morning, there is no way I did the damage on this truck that is in this report just going back and forth to my jobs.I am very frustrated and would like to get all of my money back and give them back the truck but I know that is not possible However I would like the money that I spent on getting it repaired and to give them the truck back, since then I have purchased another Truck so now I have two I don't want theirs I don't feel like the customer services was the best now they are offering to fix everything at no charge to me why now?Any help that you can give me on this I will appreciate it, also you may give any information to *** on this I am not at a computer that much and she know what is going on with this. Tank you,*** ***
Integrity is one of the core values of our dealership we did not do anything deliberately to cause the belt to come off. We diagnosed the issue the vehicle was brought in for at no charge or out of pocket expense to the customer. We offered to fix the issue with
the belt when it happened
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 # ***
I hope you got the email form Mr*** giving you permission to speak to me on his behalf on this matter. We were looking over the response sent today at 11:06 am, and we just want to be clear on a few things. We knew that we were not going to get back the full *** of the vehicle.What is the Market Value on this Truck right now?Most of the miles that were put on the vehicle was when he has to go back and forth to Danvers to get the vehicle fixed.Did their decision have anything to do with the letter that he received form *** *** letting him know that they sent this to the Customer Relations Manager at *** USA because no one wants a “bad name” no one. Please let us know, like I said from the beginning from the time he left with the car he has had nothing but problems and yes IRA has stepped up and fixed some things but that report speaks for its self he did not make that up. He is not a trouble maker, all he wants is this resolved as soon as possible I know it says we have ten days to reply, I would like to hear what *** USA has to say also. Thank you for all your help with this matter, *** *** and *** ***. ps: let me know if you need a copy of the letter from *** ***
Regards,
*** ***
The cancellation was processed weeks ago and the check was sent to *** bank. When the car is financed the refund is applied to reduce the principal of the loan. The monthly payment will remain the same but the term of the loan will be shortened by the refund. The customer will
incur the interest savings on those reduced payments. As of yesterday *** has still not cashed the check we sent. We will follow through and make sure the check is applied to the proper account and the principal on the original loan will be reduced
The Ira Motor Group apologizes for the lack of follow up from our employees. One of the issues is Mr*** is no longer with us. I have spoken to the customer and will resolve this issue for him
We do not intend to offer any considerations on this. Our staff went above and beyond getting trucks for this customer, sending drivers around and paying them to go plus gas, plus mileage plus flooring interest cost to keep these trucks on our lot when we never intended on owning them, the customer had agreed to purchase the first truck, and then changed his mind agreeing to buy the second truck "promising this was the right truck". The customer signed off on the worksheet that clearly says "ALL DEPOSITS ARE NON-REFUNDABLE
Mr [redacted] purchased a used vehicle from Ira Lexus with 43,miles on it He signed a copy of the [redacted] Limited Used Vehicle Warranty Based on the mileage and year of the vehicle he had days or 2,miles of warranty Ira Lexus has replaced the headlight, fixed the air conditioning and suspension issues all at ZERO cost to Mr*** This work was done in May well past the Massachusetts Limited Used Vehicle Warranty Ira Lexus incurred a cost of $2,to correct these issues.Mr [redacted] did purchase an extended service contract which is valid for months or 50k miles from the date and mileage of purchase There is a $deductible for covered items This coverage is good at any repair facility they just need to get prior authorization before performing any work.None of the items listed above are safety issues from 1-11-and look like regular maintenance recommendations.We disagree that Mr [redacted] purchased a lemon as he has used the vehicle for over a year Ira Lexus apologized that Mr [redacted] had some issues with the vehicle but we stepped up and corrected them at no cost to him
[redacted] came in with is Girlfriend to purchase a [redacted] and trad in his [redacted] truck that is in his name and has a loan on it in his name. He selected a truck we did not have in stock that we had to go and get elsewhere, he agreed to the numbers and left us a $500 non refundable deposit. The truck arrived and [redacted] came in to see it, once here he decided he wanted a different model with more equipment, so we found another truck, [redacted] agreed to it and promised to my Sales Manager [redacted] that this was the truck he wanted for sure. [redacted] knew it would take a few days to wrap this one up since it was further away, at no time during this transaction did they want us to change the buyer info and the true buyer to the lender is the one who is on the credit app first and trading in a car in their name. Once the 2nd truck arrived we reached out to [redacted] to let him know it was here, we never heard back from him until 5 days later when his Girlfriend called saying they no longer wanted the truck. Ira Toyota purchased 2 trucks for ***, sent paid and insured drivers to get these trucks knowing [redacted] had agreed to the purchase. Once we found out he was not buying the truck we offset the expense sot have these trucks and get them with the Non Refundable deposit they gave us and signed off on. See attached agreement.
All extended service contracts begin from the original in service date the vehicle was sold This is stated very clearly in the agreement the customer signed Integrity is one of the core values of our company we do not intentionally mislead customers.I would be happy to sit with the customer and review the contract she signed
Mr [redacted] came in and had recall work performed on his vehicle 4- There were recalls performed at that time one was related to a power window master switch and the 2nd was related to possible windshield wiper motor corrosion The vehicle was brought back on 4-and the customer stated air not blowing out of dash vents only defrost and floor since recall work performed.We diagnosed the issue as the blower motor not moving air out of the dash vents To correct this issue the blower motor would need to be replaced We performed this diagnosis at no charge to Mr [redacted] There is not correlation to the recall work that was performed and the blower motor malfunctioning The technician was not working in the area of the blower motor.Our dealership has no history with Mr [redacted] 's [redacted] with 83k miles other than the recall visit and subsequent free diagnosis on 4- We did notice in the history the customer had purchased an extended service contract from the selling dealer but had subsequently canceled the contract The extended service contract would have covered this failure
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] The biggest issue with the complain was that I was told that I couldn't drive the truck without replacing the tires I would have taken it to another dealer to have the tires reevaluated but I was told that it would be "failed" and that I wasn't supposed to drive it without resolving the issue which required replacing tires I do not consider this matter resolved and would appreciate your guidance on how to proceed Regards, [redacted] ***
The Ira Motor Group apologizes that this cancellation and refund have not been issued more timely. *** *** (General Manager) and *** *** (F&I Director) will get the check issued today. The customer can either pick the check up at the store or we can mail it out whichever is
more convenient
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 # ***Please add your rejection comments below.
Mr*** stated the same repair "professional" will attempt to re-repair the repairs he did extremely poorly to begin with Mr*** told my husband that the repair "professional" did the best he could with the damage As I indicated to Mr*** on the telephone and follemail, I am not comfortable with having the same repair "professional" attempt to re-repair the damage from the airbag recall and the damage he did in attempting to repair that initial damage I can only attach four photos, so I am submitting the post-airbag damage photos and post-"repair" of the same areas By zooming in on the photos, you can clearly see that the repair "professional" that Mr*** would like us to have re-repair the damages, actually increased the area of damage during his so called "repair" Granted there is not a gaping 1" hole, but a four year old with silly putty could have done a better job and caused less damage I agreed to call Mr*** once we have the head gaskets repaired, but I stated on the phone, and in a follemail, that we are not comfortable with the same repair "professional" (whom Mr*** stated did his best to repair the damage) attempt to re-repair the damage he and IRA did to our vehicle The head gaskets are scheduled for repair in days, once repaired we will have a third party (non-IRA affiliated professional) take a look at the damage and provide an estimate for repair Regards,
*** ***
You have the refund check Please close your complaint
Ms*** would have received the documentation she is requesting as every customer leaves the dealership with a copy of the repair order for their visit. I would be glad to forward a copy
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 not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
What I am requesting is the detailed report because the what the customer normally receives is a truncated version of the report.In any event, Mr ***, the Marketing Director was kind enough to send me the detailed reports which documented that on October 24th, after a mile drive test the grinding sound that I identified was confirmed by the technicianThis was due to the outer edge of the rotor not contacting the pad and rust build upThe rotor was re-surfaced and pads cleaned and road tested again by driving for miles.I have attached the service history to refresh the Service Manager's memory and he doesn't need to respond to my comments, I will update him after I have the brakes examined.
Regards,
*** ***
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 # ***
*** I was sent an email about the complaint and accidentally hit the botton that I was satisfied with a resolutionThere as been no resolution yet and I didn't intend on drooing the issue .please help me re opean my complaintThis bussness stole dollers from me and I have two kids I need this back .
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response just simply resolves obtaining the check owed to the customer, though the business states that the monthy promotion error was just a "mistake" caused by human error it does not resolve the persistent mistakes that happened throughout the car buying/lease experience in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed, as evidence to resolve the other unconcluded issues are not as easily closed due to the duration of time that the business needs to clean up its act! Adding that in complaint #*** the customer specifically asked for a hand written apology by the site manager which still has have yet to be recieve but now the customer will abandon any hope of recievingIt was appeartent that the business just wants the customer to go away and no evidence of correction will be madeUnless of course if action by the business was to happen to correct the fundamentals I would not know and that would be my "mistake"!
Regards,
*** ***
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 # ***
I hit the wrong button when I was replying back and this is not resolved, yes I did have the truck for over a year and it has been problems from the start, enclosed is a Vehicle Health Inspection from *** *** *** of *** one year to the date that I brought the car If I was not sold a lemon then it should not have all the problem in this report even the one that they said they fixed(I have all the bills from the time I got the truck if you need those as well)I work two jobs I go from my home in Dorchester to the Airport back home to take a nap then to my second job at *** *** *** from there I go to the Airport the next morning, there is no way I did the damage on this truck that is in this report just going back and forth to my jobs.I am very frustrated and would like to get all of my money back and give them back the truck but I know that is not possible However I would like the money that I spent on getting it repaired and to give them the truck back, since then I have purchased another Truck so now I have two I don't want theirs I don't feel like the customer services was the best now they are offering to fix everything at no charge to me why now?Any help that you can give me on this I will appreciate it, also you may give any information to *** on this I am not at a computer that much and she know what is going on with this. Tank you,*** ***
Integrity is one of the core values of our dealership we did not do anything deliberately to cause the belt to come off. We diagnosed the issue the vehicle was brought in for at no charge or out of pocket expense to the customer. We offered to fix the issue with
the belt when it happened
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 # ***
I hope you got the email form Mr*** giving you permission to speak to me on his behalf on this matter. We were looking over the response sent today at 11:06 am, and we just want to be clear on a few things. We knew that we were not going to get back the full *** of the vehicle.What is the Market Value on this Truck right now?Most of the miles that were put on the vehicle was when he has to go back and forth to Danvers to get the vehicle fixed.Did their decision have anything to do with the letter that he received form *** *** letting him know that they sent this to the Customer Relations Manager at *** USA because no one wants a “bad name” no one. Please let us know, like I said from the beginning from the time he left with the car he has had nothing but problems and yes IRA has stepped up and fixed some things but that report speaks for its self he did not make that up. He is not a trouble maker, all he wants is this resolved as soon as possible I know it says we have ten days to reply, I would like to hear what *** USA has to say also. Thank you for all your help with this matter, *** *** and *** ***. ps: let me know if you need a copy of the letter from *** ***
Regards,
*** ***
The cancellation was processed weeks ago and the check was sent to *** bank. When the car is financed the refund is applied to reduce the principal of the loan. The monthly payment will remain the same but the term of the loan will be shortened by the refund. The customer will
incur the interest savings on those reduced payments. As of yesterday *** has still not cashed the check we sent. We will follow through and make sure the check is applied to the proper account and the principal on the original loan will be reduced
Please provide your information we do not have you stored in our computer systems under *** ***. Thank you
The Ira Motor Group apologizes for the lack of follow up from our employees. One of the issues is Mr*** is no longer with us. I have spoken to the customer and will resolve this issue for him
We do not intend to offer any considerations on this. Our staff went above and beyond getting trucks for this customer, sending drivers around and paying them to go plus gas, plus mileage plus flooring interest cost to keep these trucks on our lot when we never intended on owning them, the customer had agreed to purchase the first truck, and then changed his mind agreeing to buy the second truck "promising this was the right truck". The customer signed off on the worksheet that clearly says "ALL DEPOSITS ARE NON-REFUNDABLE