Johnson Lexus

Vehicle sold with needed body repair/replacement. Vehicle not repaired as promisedOn March 9, 2015, my wife and I purchased a certified pre-owned ([redacted]) [redacted] from Johnson Lexus in Raleigh, NC. The vehicle was delivered to my home. While completing the work my wife and I noticed there was a pricing error on Johnson Lexus' part. Johnson Lexus agreed it was their error and rather than correct the sales paperwork, they agreed to pay us difference of $535.68, which they did. When we inspected the vehicle before the delivery guy left, we notice the running board was partially detached. The delivery guy noted this on an We Owe (Johnson) statement and assured this would be repaired/replaced. In addition to the running board, a window seal need to be replaced. The salesperson then called me and told me we could get an estimate from the local Lexus dealership to replace the window seal and the running board instead of having someone from Johnson Lexus drive 2 1/2 hours to our home to pick up the vehicle. The local Lexus dealership looked at the vehicle and provided an ESTIMATE for the window seal and to put new clips on the running board because they were missing. The total was $232.62 for the window seal and $100 for the running board clips plus shop fees and tax for a total of $371.96. Johnson Lexus gave aus a check to cover the estimated repairs. After we received the check we took the vehicle to the local Lexus dealership to have the repairs done. The local dealership discovered the running board was damaged and even when the clips were installed, the running board would not seat properly where it would be flush with the vehicle. The local Lexus dealership stated the running board needed to be replaced at a cost of almost $800. The local dealership did replace the window seal. We also had a door handle that was sticking. We emailed the runing board replacement estimate to [redacted], internet sales manager at Johnson Lexus at the end of April or the beginning of May 2015. During the 2nd week of May 2015, my wife called [redacted] to follow up regarding the running board replacement estimate. [redacted] stated someone from Johnson Lexus would come pick up the vehicle so the Master Techinician could look at it access the needed repairs. After 2 more weeks we contacted [redacted] to find out when someone would pick up the vehicle. [redacted] confirmed our address and stated someone would be in contact with us to schedule the pick up. After another week with no contact from Johnson Lexus my wife call [redacted] and left a message. After 1 1/2 weeks, on June 11, 2015, [redacted], salesperson, called me and told me to contact [redacted] Pre-owned Sales Director regarding the issues. I emailed [redacted] on 6/19/15. After a series of emails explaining issues, [redacted] stated the local Lexus dealership should be responsible for replacing the running board because their inspection for an estimate only indicated a need for replacement of missing clips on the running board. [redacted] did not address the issue of the sticking door handle (have to push it down b/c it gets locked in place when you open the door)The local dealership only provided an ESTIMATE and when they went to do the running board repair they saw the running board was damaged. I emailed [redacted] and called him more than 3 times asking to speak to a higher manager or someone to help resolve the issue. I also emailed [redacted], General Manger at Johnson Lexus and no one emailed or called me back. The [redacted] Lexus went through a 100 point+ inspection and something so obvious was missed. Now Johnson Lexus has left us with a [redacted] Lexus that has a partially detached running board and a door handle that constantly sticks. Desired SettlementI am seeking that Johnson Lexus come pick up the vehicle from my home and replace the running board and fix the door handle that sticks, as promised.Business Response After selling this vehicle to Mr. [redacted] back in March of this year, it was brought to our attention that the running board was loose. We asked the customer to let us look at the car but because of the distance he elected to take it to another Lexus dealership that was closer. They inspected and gave an estimate on not only the running board but also a door seal. We agreed to take care of both for a of $371.96 and sent Mr. [redacted] a check. 2 months later, the guest took the car back to [redacted] Lexus for the running board because he said it was not flush. [redacted] Lexus gave a new estimate for an additional $745. We feel that we have already paid for this item to be fixed and that it obviously wasn't done properly and that [redacted] Lexus should make it right. We also do not feel that a headlight replacement should be something that we pay for. The headlight was working when we sold the vehicle. A bulb burning out is a maintenance item. The door handle sticking is also a new complaint that was not originally noted. It should be noted that the certified warranty is an excellent warranty and may cover the issue with the door handle. We would be happy to look at both the running board and door handle if the customer would like to bring the vehicle to us. We feel that we have been fair in trying to assist Mr. [redacted]. We also reimbursed him for the initial discrepancy in the paperwork that he mentioned and delivered the car to his home. Consumer Response Only issue at hand that needs to be resolved, is the issue with the running board; we will deal with the other issues ourselves. The running board was found to be partially detached prior to the purchase of the vehicle and this is stated in the purchase documents (can email you a copy if you like). Your team were responsive at first but did not follow through with the issue. It was suggested by your team that we use a local dealership to get quotes for repair (QUOTES) and use them to do repair if agreed upon by both parties. Took the vehicle and got a quote; sent it to your team and the sent us a check for the repair. The problem comes in at the point where we take to the vehicle to be repaired. Once the dealership remove the walking board to do the repair move extensive damage was found. This things come some time occur that is why the initial paperwork is a quote and not a exact amount of what the service will cost. So all that we are asking of your dealership is that you cover the difference in cost of the repair. No we will not inconvenience ourselves and drive to Raleigh for the repair and would like to handle things locally in Charlotte. This issue has taken up to much of my time as well as yours; and I would like to hopefully close up this issue with you paying me the difference in the cost of the repair.

Complaint2014 is[redacted] with tire cupping issues. I have written documentation of all issues from Johnson Lexus.Car was purchased on 9/13/2013 from Johnson Lexus at approx 7,000 miles the tires started roaring At 10,000 mile check up the tires were roaring, the issue was not addressed they were still roaring when car was returned. I called to schedule the 15,000 mile check up and told them again about the roaring and I was told I could wait. The roaring only continued to get worse so I called again and the car was picked up for service on 4/22/14. I was called that afternoon by [redacted] my service rep and told I needed new tires they were simply worn out. There was nothing wrong with them. [redacted] said he would make some phone calls and call me back. I got a call back on 4/24/2014 at 5:49pm with no solution. I was on an appointment and only spoke with him briefly, he said he was off 4/25/2014. I then emailed [redacted] with the timeline of events and asked for assistance. On 4/25/2014 I received an email from [redacted] states indeed my front tires were cupped and they were being replaced and the rear tires were simply worn out and were being replaced as a courtesy because of my frustrations. They were replaced with a different tire ([redacted]). Car was returned to me. On 9/8/14 I sent an email to [redacted] stating my new tires are now roaring, he wanted to look at the car. On 9/18/14 I received an email from [redacted] stating my front tires are slightly cupped and he then suggested a different tire at my expense. I called the manufacture they offered me a credit but Johnson Lexus still wanted me to pay $603.22, I refused because replacing the tires is not fixing the issue. He then said upper management would pay half again I refused because there is an issue causing the tires to cup. I have written documentation from the dealership of all these facts. On 10/27/14 my car was picked up for an "expert" to look at it. I received a report on 10/30/2014 stating there tires are evenly worn and the noise was because of the harder rubber compound. I was never disputed that the tires were cupped, they always wanted to use the excuse that they were high performance tires which again has nothing to do with the cupping. Now I am being told they are not cupped and the noise is from the high performance tires...... that have not always made noise. I have all email correspondence to back up everything stated in the complaint. I was completely astonished when the gentleman from Lexus denied a fact that we are all aware of, that the tires are cupped. I have taken the car to independent tire dealers and they also verified the tires are cupped and even said to me they could sell me tires but it will not fix my problem. I do not want this car, I have asked to be traded out with a [redacted] (Johnson is a dealership for [redacted] as well) with the dealership making not additional money. I have spent weeks and weeks of my time on this because it has been a battle since the beginning to get to the root of the facts.Desired SettlementI have requested to be traded out for a [redacted] with no additional profit for the dealership and the least possible loss for myself.Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]We have had several conversations with Ms. [redacted] in which we have explained that the [redacted] has low profile tires which are put on many sports cars to enhance the feel of the road and handling. Unfortunately, because of this, these tires do not last a long time and they tend to wear on the edges and cause a roaring noise. It should be noted that Ms. [redacted] drives approximately 30k miles per year so this presents even more of an issue for her. We assisted with an earlier set of tires in the interest of customer satisfaction. We also agreed to pay a portion of tire replacement this time. This was not a satisfactory resolution for Ms. [redacted]. She insisted that something was wrong with her car. We had the [redacted] technical rep schedule a visit to look at her car and also determine that there was no malfunction with the car. Ms. [redacted] then requested that we trade her into a very specific [redacted] model that we do not have in our inventory. Later, Mr. [redacted], the owner actually spoke with Ms. [redacted] and agreed to change the tires and wheels (at no cost to her) to tires that are not low profile to get more longevity from them and ensure her satisfaction. Ms. [redacted] was still very reluctant and said that in addition to changing out the tires and wheels she wanted our company to purchase an extended warranty for her car. We told her that we would not do this. She is still under factory warranty up to 50k miles and the tires would not be covered by an extended warranty. We also agreed to purchase her car back for $31k which is more than we would normally pay for that vehicle. Several employees have spent considerable time trying to come up with a resolution that Ms. [redacted] agrees with. At this point, we have no other resolutions to offer her. Consumer Response [redacted] has NEVER offered to give me $31,000 for my car. I have in writing that they have offered $30,000. I am still waiting for a call back from this as of my conversation with [redacted] yesterday. I have significant email communication with this company that displays an on going issue with conflicting information. As far as I knew we were still discussing the issue attempting to get it resolved. But I would like to provide you with my documentation. Final Business Response We did originally offer Ms. [redacted] $30K for her IS. I got our pre-owned manager to go to $31k yesterday and left Ms. [redacted] a message indicating that.

My name is [redacted] and I purchased a [redacted] from the Johnson Lexus Dealership in Durham near the Southpoint Mall area in July 2014. In early October 2014 I took the car in for regular maintenance and was told that the battery needed to be replaced in the car. Shortly, after this the engine and IMA light came on in the car and when I contacted the [redacted] Dealership in Raleigh, I was told that was an indicator that the battery needed to be replaced. I decided to take the car to the [redacted] Dealership in Raleigh NC and have the battery officially tested. It was officially stated that the [redacted] battery in the car was in fact deteriorating and would need to be replaced and the cost was approximately 3,000. After learning this information I immediately took the car back to the Johnson Lexus Dealership and informed them of this information. [redacted](Car Salesman) and [redacted](Car Sales Manager) told me that they would have the car checked by the [redacted] Dealership right down the street. I was provided with a rental car for several days. Once I received my car back after several days I was told that there was nothing wrong with the car and Mr. [redacted] stated that often times other [redacted] Dealership will say something is wrong with the car when in fact there is nothing wrong with the car. I came and picked up the car and was not provided any documentation about what had been doing to check the battery. I requested documentation of what was done. [redacted] sent the documentation via e-mail after Mr. [redacted] was contacted and the documentation was requested. At this time my fiance' and I inquired about another vehicle on the lot to possibly trade the [redacted] in; however, Mr. [redacted] never got back with us about the price of the vehicle. Approximately, a week later the check engine and IMA light came on again and after a day or two went back off and did this several more times over the weeks coming. At this point I am beyond frustrated.Product_Or_Service: [redacted]Desired SettlementI would like a a full refund for the amount that I financed the car for.Business Response Since it appears that the [redacted] battery in Ms. [redacted]' vehicle is faulty and it is a costly repair ($3100)we have agreed to help with the replacement cost even though she is past the 30 day warranty. When Ms. [redacted] purchased the vehicle from us back in July 2014, she was given a copy of the [redacted] that stated that there had been minor damage to the rear of the car and she signed it.She is now stating that she was unaware of this. We have told Ms. [redacted] that we would be happy to try and find another vehicle for her if she is dissatisfied with this vehicle. Ms. [redacted] has declined our help with the repair and our offer of finding a different vehicle to trade her into. She said that she only wants a full refund of all monies spent. Ms. [redacted] purchased the vehicle from us in July of 2014 and we do not feel that she should be given a full refund on her purchase. Consumer Response Yes the dealership agreed to replace the battery; however, this does not fix the structural damage to the vehicle. A minor accident is different from the car having structural damage. The fact is that the dealership should not have sold a car with structural damage. Although, the 30 day warranty was expired the battery was faulty prior to the car being sold to me. On numerous occasions it has been admitted to me that the battery was not checked prior to the car being sold to me. Even if I were to accept another vehicle from this dealership I will have lost all that I have put into this vehicle. I also feel that this is a dishonest dealership and who is to say that they will not sell me another vehicle with a faulty battery or structural damage. It appears to me that the dealership only wants to do things their way and not be customer friendly. I would expect more from a dealership that presents as a reliable place to purchase a used vehicle. I feel that I have been treated unfairly and taken advantage of. Final Business Response There was no indication that the [redacted] battery was faulty when we sold Ms. [redacted] the car in July. It wasn't until October that another shop told her that it needed a battery. We have offered to help with the replacement cost of the battery. Most pre-owned vehicles have had some sort of bumper or small damage. The [redacted] note says very minor rear damage. We have invited Ms. [redacted] to come in and let us completely inspect the car with her and a neutral third party and she has refused. We have tried to work with her but she continues to want a full refund on a vehicle that she has owned and driven for 6 months.

Purchase price of car was agreed to be $12,500. They took personal information and then called me back and increase the price $1000.Dear [redacted]I have been a long time customer of Johnson Lexus and thought you should be made aware of the below situation, how I was handled and ask that you intervene.I have been discussing with [redacted] and [redacted] trading my [redacted] for an SUV.I decided on the hybrid and began discussions. The price I was quoted by [redacted] was $12,500 if I financed thru Lexus (see correspondence). [redacted] said you didn't have inventory of the car I wanted but there was one with a few extras in [redacted]. Again the price quoted was $12500 ( and Lexus would pick it up and absorb pick up costs and the extras the car had). This took 1 hr and 45 minutes!! We shook on the deal, he took my insurance/registration info and I was to return at 615 to finish the financing paperwork. At 5:00 I received a call that the car price would be $1,000 more because the price quoted to me by [redacted] included financing. That is not on any paper work and I explicitly told your sales person I would pay cash and had my check book ready. (Which is what I intended to do until I was shown the incentive.) I am now without a car and you have a very unhappy customer.Attached are correspondence from [redacted] to me. As you can see there is no mention of financing on the quote and a separate email that gives the price with financing.Thank you for reading and providing help to resolve this.Best Regards,[redacted] We really appreciate you working with us, but [redacted] has squeezed out everything he possibly can for you based on your past and current relationship with Johnson Lexus. We can take off $1,000 if you finance with Lexus! (Then you can pay them off in 90 days)That would put you at $12500 out the door compared to $15721 where we started! The maintenance can be transfered and applied to your next vehicle. The vehicle does not come with window shades (just factory tinted glass - very dark in the rear sections) Please let me know how you would like to proceed.Respectfully,[redacted] cellDesired SettlementI would like the car, I was going to buy at the price we shook on. I would also like a letter of apology from the company for making me spend close to 2hrs waiting for the transaction.Business Response We have contacted the customer and apologized for the mistake. The error was made due to a lack of communication between our sales manager and sales associate. We are working with the customer to find a different vehicle that meets her needs. We hope to be able to resolve this in a way that is satisfactory to her as we very much value her patronage.

I specially ordered my brand new [redacted] IS 250 manual transmission. After 6 months of owning my car, my husband received military orders overseas to Europe while received orders to deploy to Afghanistan. I called [redacted] and they told me that the warranty was not available in Europe, however as long as I keep up the maintenance, the warranty should still be valid when we came back to the states. All maintenance was performed at Lexus and [redacted] dealers while we were in Spain. Only oil and filter changes were needed. No maintenance was required while we were at our next assignment in Korea since we were only there for a short period and hardly drove the vehicle. When we returned to the US in 2013, the power train warranty was still effective as it had only been 4 years. We had Maintenance (performed at the local [redacted] dealer (oil changes) and recalls performed at the Lexus 1.5 hours away. At one of these recall appointments (while under warranty) at Johnson Lexus of Raleigh, we asked the mechanic to diagnose the vehicle since it was giving trouble when driving off in first gear. After approximately 3-5 min of warming the car up, it shudders and occasionally makes a loud whirring noise when in first gear. The dealer told us they could not replicate this problem, therefore there was no problem. Conveniently, after the warranty had expired when we took the vehicle back to Johnson Lexus of Raleigh, they told us this was a technical service bulletin and that my husband used the "key words" to describe the issue. They kept my car for a few days while I told them it was out of warranty now but that this problem occurred during warranty and should be fixed at no cost to me. The customer service person, [redacted], talked to his district or "representative" as he called him, and said they would pay half which would be over $2k out of our pocket. We went back and forth about this between Mr [redacted], my husband and myself. We finally said we would call a lawyer. At that point Mr [redacted] recommended calling corporate. We talked to [redacted] at corporate who also went back and forth with us multiple times to gather our info and finally talked to the district manager only to conclude that they would only pay half. I asked why this was the case and [redacted] told me that there was a lack of service records and that I should not have taken my car overseas. I told him I had service records to prove that oil and filters were changed as this was all that was needed for a car under 25k miles. He said they would not need them and they would not honor the warranty as this problem occurred out of warranty.Product_Or_Service: VehicleDesired SettlementI would like this company to replace the transmission as they recommended and pay in full by their company. This was under warranty and under 25,000 miles when we took the vehicle but we were told they could not find the problem. Conveniently, it was after the warranty had expired when they found the problem. However, after research, this Technical Service Bulletin had been know since 2010!Service records are available, but when asked if Johnson Lexus wanted them, they said no.Business Response We have contacted Ms.[redacted] to get the car back in at our dealership. Part of the issue has been that we have been unsuccessful at duplicating the issue the[redacted]s have been describing. Their description sounds like the car will need a transmission. [redacted] agreed to pay 1/2 of the cost but that was not acceptable to the[redacted]s. We have arranged for a rep from Corporate to come and look at the vehicle again around the first of December so that we can verify the issue and try to get more assistance from the factory.Consumer Response We are happy to hear that Lexus is reconsidering our issue. We have an appt next month and hope that this resolves the problem. We will post updates next month.