Initial Business Response / [redacted] (1000, 15, 2015/11/20) */ I have tried to reach Mr [redacted] on 11/20/regarding his concerns with the diagnosis of his Lexus GS On 9/5/his vehicle was brought in with a warning light illuminatedAfter performing our initial diagnosis there were several issues with the engine including one trouble code present (P0430/ bank catalyst efficiency below threshold.) Due to the extensive damage to the engine, Mr***'s extended warranty approved the replacement of the short blockUnfortunately the bank exhaust manifold/ catalytic convertor was not a listed item on his contract and therefore not coveredMr [redacted] approved the replacement of the exhaust manifold/ catalytic convertorThe vehicle was driven after performing the repairs and was working properly without faultMr [redacted] extended warranty paid $10872.70, which left a balance paid by Mr [redacted] in the amount of $ Shortly after picking up his vehicle Mr [redacted] called stating the same warning light was illuminatedHis vehicle came back in on 10/27/After scanning the computer, a different code was present.(P0420/ Catalyst efficiency below threshold for bank one.) Mr [redacted] reluctantly approved the replacement of the part and we agreed to pay the labor in the interest of customer satisfactionThere was an oversight on the final bill which was explained and corrected During the initial diagnostic and repair process on Mr***'s vehicle, there was no way to tell if the bank catalytic converter was also going to failAs outlined above, there were two different codes stored, and therefore two different repairs were neededMr***'s business is important to us and I look forward to discussing his concerns personally [redacted] Fixed Operations Director Kuni Lexus of Greenwood Village (XXX) XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept the response from Mr[redacted] I still feel they Mis-diagnosed the vehicle, that being said I believe they should Refund my money for the 2nd diagnosis, That is BAD customer service To repair a vehicle, call me and tell me it's done, then it fails miles laterThey should have took care of the issue on there dimeLike I stated Before Kuni Lexus Service Deptare SCAMS, Customer's Beware when working with there service deptThey say they Strive for Excellent Customer Service, That's not the CaseIn order for this issue to be put to Bed, I request a Refund Final Consumer Response / [redacted] (4200, 21, 2015/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Me working for a automotive dealer is neither here OR there at this point, This comes down to Customer Service, I still hold to my story on the Misdiagnosis of my vehiclethat being said Kuni Lexus is doing NOTHING to make this issue right, There for I DECLINE to accept there response UNLESS a refund OR partial Refund is Accepted Final Business Response / [redacted] (4000, 26, 2015/12/29) */ As stated before, I spoke with Mr [redacted] on 11/20/regarding his concernsI explained to Mr [redacted] that the trouble code stored on his second visit was for the bank two catalytic convertor which was the opposite side than what was replaced on the initial visitI can understand that Mr [redacted] is upset because of the timeframe associated with the light coming on again however there were different codes stored, at two different times, and two different parts that needed replacementMr [redacted] stated that he was currently in charge of a local automotive service department and was aware of how the diagnostic process workedAs a goodwill gesture and in the interest of Guest satisfaction the labor associated with the installation of the new part was waivedBecause of the facts, and lack of any wrongdoing, we respectfully decline refunding any additional funds to Mr***This is our final rebuttal to Mr*** Respectfully, [redacted] Fixed Operations Director Kuni Lexus of Greenwood Village
Initial Business Response /* (1000, 15, 2015/11/20) */
I have tried to reach Mr. [redacted] on 11/20/2015 regarding his concerns with the diagnosis of his 2006 Lexus GS300.
On 9/5/2015 his vehicle was brought in with a warning light illuminated. After performing our initial diagnosis there were...
several issues with the engine including one trouble code present (P0430/ bank 2 catalyst efficiency below threshold.) Due to the extensive damage to the engine, Mr. [redacted]'s extended warranty approved the replacement of the short block. Unfortunately the bank 2 exhaust manifold/ catalytic convertor was not a listed item on his contract and therefore not covered. Mr. [redacted] approved the replacement of the exhaust manifold/ catalytic convertor. The vehicle was driven after performing the repairs and was working properly without fault. Mr. [redacted] extended warranty paid $10872.70, which left a balance paid by Mr. [redacted] in the amount of $951.80.
Shortly after picking up his vehicle Mr. [redacted] called stating the same warning light was illuminated. His vehicle came back in on 10/27/2015. After scanning the computer, a different code was present.(P0420/ Catalyst efficiency below threshold for bank one.) Mr. [redacted] reluctantly approved the replacement of the part and we agreed to pay the labor in the interest of customer satisfaction. There was an oversight on the final bill which was explained and corrected.
During the initial diagnostic and repair process on Mr. [redacted]'s vehicle, there was no way to tell if the bank 1 catalytic converter was also going to fail. As outlined above, there were two different codes stored, and therefore two different repairs were needed. Mr. [redacted]'s business is important to us and I look forward to discussing his concerns personally.
[redacted]
Fixed Operations Director
Kuni Lexus of Greenwood Village
(XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 17, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the response from Mr.[redacted] I still feel they Mis-diagnosed the vehicle, that being said I believe they should Refund my money for the 2nd diagnosis, That is BAD customer service To repair a vehicle, call me and tell me it's done, then it fails 40 miles later. They should have took care of the issue on there dime. Like I stated Before Kuni Lexus Service Dept. are SCAMS, Customer's Beware when working with there service dept. They say they Strive for Excellent Customer Service, That's not the Case. In order for this issue to be put to Bed, I request a Refund.
Final Consumer Response /* (4200, 21, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Me working for a automotive dealer is neither here OR there at this point, This comes down to Customer Service, I still hold to my story on the Misdiagnosis of my vehicle. that being said Kuni Lexus is doing NOTHING to make this issue right, There for I DECLINE to accept there response UNLESS a refund OR partial Refund is Accepted.
Final Business Response /* (4000, 26, 2015/12/29) */
As stated before, I spoke with Mr. [redacted] on 11/20/2015 regarding his concerns. I explained to Mr. [redacted] that the trouble code stored on his second visit was for the bank two catalytic convertor which was the opposite side than what was replaced on the initial visit. I can understand that Mr. [redacted] is upset because of the timeframe associated with the light coming on again however there were 2 different codes stored, at two different times, and two different parts that needed replacement. Mr. [redacted] stated that he was currently in charge of a local automotive service department and was aware of how the diagnostic process worked. As a goodwill gesture and in the interest of Guest satisfaction the labor associated with the installation of the new part was waived. Because of the facts, and lack of any wrongdoing, we respectfully decline refunding any additional funds to Mr. [redacted]. This is our final rebuttal to Mr. [redacted].
Respectfully,
[redacted]
Fixed Operations Director
Kuni Lexus of Greenwood Village
Initial Business Response / [redacted] (1000, 15, 2015/11/20) */ I have tried to reach Mr [redacted] on 11/20/regarding his concerns with the diagnosis of his Lexus GS On 9/5/his vehicle was brought in with a warning light illuminatedAfter performing our initial diagnosis there were several issues with the engine including one trouble code present (P0430/ bank catalyst efficiency below threshold.) Due to the extensive damage to the engine, Mr***'s extended warranty approved the replacement of the short blockUnfortunately the bank exhaust manifold/ catalytic convertor was not a listed item on his contract and therefore not coveredMr [redacted] approved the replacement of the exhaust manifold/ catalytic convertorThe vehicle was driven after performing the repairs and was working properly without faultMr [redacted] extended warranty paid $10872.70, which left a balance paid by Mr [redacted] in the amount of $ Shortly after picking up his vehicle Mr [redacted] called stating the same warning light was illuminatedHis vehicle came back in on 10/27/After scanning the computer, a different code was present.(P0420/ Catalyst efficiency below threshold for bank one.) Mr [redacted] reluctantly approved the replacement of the part and we agreed to pay the labor in the interest of customer satisfactionThere was an oversight on the final bill which was explained and corrected During the initial diagnostic and repair process on Mr***'s vehicle, there was no way to tell if the bank catalytic converter was also going to failAs outlined above, there were two different codes stored, and therefore two different repairs were neededMr***'s business is important to us and I look forward to discussing his concerns personally [redacted] Fixed Operations Director Kuni Lexus of Greenwood Village (XXX) XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept the response from Mr[redacted] I still feel they Mis-diagnosed the vehicle, that being said I believe they should Refund my money for the 2nd diagnosis, That is BAD customer service To repair a vehicle, call me and tell me it's done, then it fails miles laterThey should have took care of the issue on there dimeLike I stated Before Kuni Lexus Service Deptare SCAMS, Customer's Beware when working with there service deptThey say they Strive for Excellent Customer Service, That's not the CaseIn order for this issue to be put to Bed, I request a Refund Final Consumer Response / [redacted] (4200, 21, 2015/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Me working for a automotive dealer is neither here OR there at this point, This comes down to Customer Service, I still hold to my story on the Misdiagnosis of my vehiclethat being said Kuni Lexus is doing NOTHING to make this issue right, There for I DECLINE to accept there response UNLESS a refund OR partial Refund is Accepted Final Business Response / [redacted] (4000, 26, 2015/12/29) */ As stated before, I spoke with Mr [redacted] on 11/20/regarding his concernsI explained to Mr [redacted] that the trouble code stored on his second visit was for the bank two catalytic convertor which was the opposite side than what was replaced on the initial visitI can understand that Mr [redacted] is upset because of the timeframe associated with the light coming on again however there were different codes stored, at two different times, and two different parts that needed replacementMr [redacted] stated that he was currently in charge of a local automotive service department and was aware of how the diagnostic process workedAs a goodwill gesture and in the interest of Guest satisfaction the labor associated with the installation of the new part was waivedBecause of the facts, and lack of any wrongdoing, we respectfully decline refunding any additional funds to Mr***This is our final rebuttal to Mr*** Respectfully, [redacted] Fixed Operations Director Kuni Lexus of Greenwood Village
Initial Business Response /* (1000, 15, 2015/11/20) */
I have tried to reach Mr. [redacted] on 11/20/2015 regarding his concerns with the diagnosis of his 2006 Lexus GS300.
On 9/5/2015 his vehicle was brought in with a warning light illuminated. After performing our initial diagnosis there were...
several issues with the engine including one trouble code present (P0430/ bank 2 catalyst efficiency below threshold.) Due to the extensive damage to the engine, Mr. [redacted]'s extended warranty approved the replacement of the short block. Unfortunately the bank 2 exhaust manifold/ catalytic convertor was not a listed item on his contract and therefore not covered. Mr. [redacted] approved the replacement of the exhaust manifold/ catalytic convertor. The vehicle was driven after performing the repairs and was working properly without fault. Mr. [redacted] extended warranty paid $10872.70, which left a balance paid by Mr. [redacted] in the amount of $951.80.
Shortly after picking up his vehicle Mr. [redacted] called stating the same warning light was illuminated. His vehicle came back in on 10/27/2015. After scanning the computer, a different code was present.(P0420/ Catalyst efficiency below threshold for bank one.) Mr. [redacted] reluctantly approved the replacement of the part and we agreed to pay the labor in the interest of customer satisfaction. There was an oversight on the final bill which was explained and corrected.
During the initial diagnostic and repair process on Mr. [redacted]'s vehicle, there was no way to tell if the bank 1 catalytic converter was also going to fail. As outlined above, there were two different codes stored, and therefore two different repairs were needed. Mr. [redacted]'s business is important to us and I look forward to discussing his concerns personally.
[redacted]
Fixed Operations Director
Kuni Lexus of Greenwood Village
(XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 17, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the response from Mr.[redacted] I still feel they Mis-diagnosed the vehicle, that being said I believe they should Refund my money for the 2nd diagnosis, That is BAD customer service To repair a vehicle, call me and tell me it's done, then it fails 40 miles later. They should have took care of the issue on there dime. Like I stated Before Kuni Lexus Service Dept. are SCAMS, Customer's Beware when working with there service dept. They say they Strive for Excellent Customer Service, That's not the Case. In order for this issue to be put to Bed, I request a Refund.
Final Consumer Response /* (4200, 21, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Me working for a automotive dealer is neither here OR there at this point, This comes down to Customer Service, I still hold to my story on the Misdiagnosis of my vehicle. that being said Kuni Lexus is doing NOTHING to make this issue right, There for I DECLINE to accept there response UNLESS a refund OR partial Refund is Accepted.
Final Business Response /* (4000, 26, 2015/12/29) */
As stated before, I spoke with Mr. [redacted] on 11/20/2015 regarding his concerns. I explained to Mr. [redacted] that the trouble code stored on his second visit was for the bank two catalytic convertor which was the opposite side than what was replaced on the initial visit. I can understand that Mr. [redacted] is upset because of the timeframe associated with the light coming on again however there were 2 different codes stored, at two different times, and two different parts that needed replacement. Mr. [redacted] stated that he was currently in charge of a local automotive service department and was aware of how the diagnostic process worked. As a goodwill gesture and in the interest of Guest satisfaction the labor associated with the installation of the new part was waived. Because of the facts, and lack of any wrongdoing, we respectfully decline refunding any additional funds to Mr. [redacted]. This is our final rebuttal to Mr. [redacted].
Respectfully,
[redacted]
Fixed Operations Director
Kuni Lexus of Greenwood Village