Lenz Sales & Service, Inc.

Review: Purchased a vehicle for out-of-state delivery on around Sep 6, 2013. I was assured that the vehicle was in excellent condition and that the state of Wisconsin backed their inspection. They shipped the car and I took delivery of it on Sep 12, 2013. I drove it to work that day, but when I went to start it on the morning of Sep 13, it made two loud ticks, but finally started on the third try. Later that day, I ran into the same starting issue, only it took many more turns of the key.

I immediately called the service department and they said I could take it to a local Cadillac dealership for diagnosis. The dealer diagnosed it as a shorted starter/battery cable. When they sent their labor estimate to [redacted] Auto, the service department declined the work, saying it was too expensive. This whole process took 13 days, with no solution. I asked [redacted] Auto if I could get a second opinion and they said yes, so I took it to a cheaper, certified shop. They came up with the same diagnosis, and [redacted] Auto agreed to pay for part of the work that my extended warranty didn't pay for.

After all payments had been made, I still had to pay $283 out of pocket between diagnostic fees, parts, and labor, in addition to the $121 I had to pay for a rental car. I sent my receipts to [redacted] Auto and they declined to cover any of my out-of-pocket expenses, even though they shipped me a car that did not reliably start and should have been obvious in their inspection. I even had a conversation with the general manager, [redacted], and he was extremely unhelpful. He tried directing me to their service department, whom I had already corresponded with multiple times, and was denied any additional compensation. I have now driven my car a total of 4 days out of the 3 weeks I have owned it.Desired Settlement: I would like all my out-of-pocket expenses paid for/refunded because I received a car that had a pre-existing problem that should have been noted in the inspection. The inspection sheet does not indicate any problems whatsoever.

Business

Response:

The vehicle was sold AS-IS. Any money we sent to him already was because we wanted to help and not because we had to help.

Review: Vehicle Damage -[redacted] (2013 Chevrolet Silverado)

This vehicle was advertised on their web site, with a video depicting no dings or dents. The price was $29,497 and the truck was 1 year old with 11,960 miles. I negotiated online with [redacted] to purchase it for $29,250, as I wanted a vehicle with a warranty. I secured financing with [redacted] and made arrangements to pick up the vehicle on Nov 6th at 3 pm. Upon arrival, the vehicle was backed into a stall against the building so I went inside to meet [redacted] for the first time. He said to take it for a test ride and it drove nice. I noticed the vehicle was fairly dirty and wondered why the dealership didn't detail it. The bed liner was very dirty too (grayish color). Upon return, I parked the vehicle the same way. After signing paperwork, my wife and I left for home. Friday night (Nov 8), I began cleaning the vehicle and as the dirt began to come off, I discovered the left and right sides of the vehicle to be littered with chips in the paint. I also found a gash in the rear plastic bumper and a gash in the front chrome bumper. Also, the grayish color of the rear bumper and the bed liner would not come off no matter how hard I scrubbed. Furthermore, the paint on the rocker panel of the driver’s side has been worn down to the primer as if someone used it for a step. There are more paint chippings inside the bed liner. Also, one of the two pegs that secures the tailgate is missing and this is a huge safety issue. I immediately contacted [redacted] Friday night and informed him of all the damage and stated that we wanted a refund because the video misrepresented the vehicle’s condition. He said he would talk to [redacted] Saturday morning about returning it. [redacted] called me Saturday and refused to take it back because he said it is just cosmetic and that they also have no return policy. To say I am upset is a major understatement. A one-year old vehicle should not have this much body damage. If the body is this badly worn, I am very concerned as to what else is wrong with it and what will go wrong with it down the road. I believe the truck was abused and I just want my money returned. Also, their ad not only depicted a ding-free vehicle, but one with a rear window defroster and the vehicle does not have one. My wife and I were deceived and are being treated unfairly. [redacted] Truck made a deceptive sale, they are now being very rude, and they don’t want to do the right thing for a customer. We feel we’ve been taken advantage of. My wife and I are both military veterans with a combined 47 years service. We ask for your assistance. Thank you.Desired Settlement: I will return the vehicle to [redacted] Truck. [redacted] Truck refunds me my $2,200 down payment and cancels the financing contract thru Chase Bank.

Business

Response:

This

customer's complaint is the vehicle has some cosmetic defects. The customer

came here and looked at the vehicle before he purchased it. This was a USED

vehicle. The vehicle was NOT brand new. I

was never rude to this customer. I simply told him we do not have a return policy

based on cosmetic problems. I called him back and spoke with him each time he called. Not all used

trucks are perfect 10s. Some used vehicles are 9, 8, 7, and sometimes even lower

on the condition scale. I don't understand why this customer is upset

at our dealership. We offered a used vehicle for sale, the customer came here

and looked it over, and then purchased it. If this

customer is upset with the quality of the truck then he should be upset at himself

for buying a vehicle that was not to his satisfaction. If he

bought a used bike and then the next day found a scratch on the rim would he be

mad at the guy who sold him the bike? Look, we didn't build the truck and we did

not put the 12,000 miles on it. We merely offered it for sale and yes used

vehicles can come with stains in the carpet, chips in the paint, scratches,

dents, dings, etc. That is why they are USED and less expensive than NEW ones.

We

appreciate this customer business, but we do not have a return policy and do

not warranty cosmetic defects.

Consumer

Response:

Hi, I submitted a consumer complaint against [redacted] Sales this past Sunday. I have some updated info I wanted to include in my complaint, which is:

I was looking at a truck on Lenz Truck Center website over the weekend, I was curious what my truck was worth so I used there True Car system to value my truck it came back with numbers over $12500-$13000 for a trade in. I received an email from [redacted] that same day stating that he could likely do better if I would send him the Vin number and pictures. Today I did that and he says it's worth $7500.00! The truck is everything it was described to be and better... his condescending excuse is that it's a 6.0 liter diesel, there website knows that when it gives the price! I feel this is very deceptive and wrong of them to collect all of my information and then bait and switch the trade numbers with no logical reasoning what so ever!

Review: On July 16th, two days after delivery, I noticed some rust on the brake system. I decided to look further underneath the car to see if

there were any further rust issues. Upon inspection, I noted a large amount of rust on the undercarriage of the car. Flaking and

peeling was occurring on certain areas (ie frame and attaching components). I took pictures and sent them to the sales associate,

[redacted], who sold me the vehicle. He stated, "That's just rust from salt and the chemicals that they put on the road. You can

have that undercoated if it bothers you." I inquired on the cost and further explained that even to my untrained eye, the rust seemed to

be excessive for a car that was only 3 years old. [redacted] said he would investigate the cost of the undercoat. A few hours later, [redacted]

text me saying "our service department said the worst thing to do would be to cover up the rust. The only thing you could do would be

to sand it down and repaint it.

I then proceeded to call and speak to the owner [redacted]. I told him my concerns about the amount of rust I could see and further

explained that I currently owned a 10 year old car that did not have nearly as much rust. Mr. [redacted] asked me who was responsible for

checking out a car in detail before they bought it. I explained that as a consumer, I checked the car to the best of my ability and

knowledge, but did not crawl underneath the car as I put my trust in him as the retailer to be honest in selling a car that is not

damaged. He went on to further ask "what do you expect me to do for you?" I explained that I would like some assurance that the

vehicle would be safe and not fall apart in the coming months. He assured me that the car passed all inspections and was safe to

drive. My husband also called Mr. [redacted] and asked him if he had seen the photos of the car. He said he had not and again asked what

we expected him to do. My husband explained that he would like to have an estimate of the repairs and for them to pay at least some

portion of that bill. Mr. [redacted] said that I was welcome to bring the car in for an estimate but that his company would not be paying for

any repairs. (In both conversations with Mr. [redacted], he seemed very defensive and angry and had to be redirected several times).

On July 21st, I took the car to a local mechanic, [redacted], at Tri-Motor Service, to get his opinion on the vehicle. Upon his

inspection, he was disappointed at the very least that this car would be sold in such a condition. In his report he states that he

checked the bot[redacted] of the vehicle for corrosion. He lifted the vehicle on a hoist to check the bot[redacted]. He stated the frame and

attaching components had a very heavy coating of rust. He further pointed out that he could see that the undercarriage had been

cleaned and repainted in areas and that there was bleed through. (report will be faxed). When [redacted] spoke to my husband later in

the day, he estimated that the cost to clean up or "fix" 85% of the problem would run upwards of $2000.00. Additional pictures were

taken of parts that [redacted] felt were important to note. (pictures will be provided when an agent is assigned to the case).Desired Settlement: A monetary portion of the repairs needed or a replacement vehicle of the same make and model with no additional cost added to our current loan.

Business

Response:

I am sorry [redacted] and her husband are unhappy with the rust on the frame of the vehicle they purchased. The vehicles had gone through our 125 point vehicle inspection by one of our ASE Certified Technicians. Part of the inspection is our technician looking at and inspecting the frame. On the WI Buyers Guide that box is called "Frame or Structual Portion of Unibody" and it is checked "Legal" by our technician and signed. I looked at the pictures [redacted] sent us and the frame looks to be "Legal" and I would drive my own family in that vehicle without any worry. The frame is rusty and the frame on that Tahoe is how many vehicles look after being drive in Wisconson for a few winters. I was upfront right away in both (about 30 minute phone conversations) with both [redacted] and her husband that we are a happy to look at the frame and give her an estimate on any repairs, but Lenz Truck would not be paying for any portion of the repair. I was not trying to be rude, but more matter of fact so they didn't waste any time driving over here with any pre-concieved notion we would be doing anything for free or on a percentage basis.

We do not warranty rust on frames just like we do not warranty dents in bumpers, dings in doors, stains in carpetc, etc. We sell used vehicles that are not all created equal. I did explain that it is the cusotmers responsibility to look over any used vehicle we sell to make sure it is up to their standards before purchase.

I am sorry that again that this cusomter is upset, but we do not have a policy in place to help them monitarily on this issue. This is a non issue if my own wife would be driving this Tahoe and called me and said the frame was rusty. I would tell my own wife, as I did [redacted], that no one sees that part of the car and it is still safe and legal to drive and she should continue to drive it. I am sure my wife has drove many SUVs that were as rusty if not more rusty underneath s the Tahoe the [redacted]'s purchased.

I hope this explanation helps.

Thanks to everyone for thier time on this.

-[redacted]

Consumer

Response:

I purchased a car from this dealer. I was told many things this car was and they were correct. I wasent told that the car had body work done and that when fixed it was two colors. I purchased it online and shipped to me. My sales person [redacted] said I had a three day return. The dealership would take the car back I spoke to both brothers [redacted] and [redacted] and neither would help me or offer me any help.. So in my book they both lied about the car and also there warenty . I was promised a three day return when I wanted to return it on the third day they told me they wouldn't take it back. So now I am stuck with a two toned car.. Beware if you believe anyone from this dealership. I wish I had listened to the other bad reviews.

Review: Responded to an add for RV camper, he said it was ready to go, he gave me a total, said he would deliver it free of charge, so I gave him directions. He said he needed a $200 deposit to hold it, because others were looking at it. So I mailed him a money order. After I sent the deposit and paperwork for the financing, he rescinded the offer for free delivery. Then he told me the wheels needed work, that would cost around $1500, and he would haul it for $750 more. When I asked if my truck would be able to haul it, he didn't think it would, and offered to sell me a truck. I just want my $200 back.Desired Settlement: My money returned.

Business

Response:

We are not obligated legally to refund her the $200, but I have already determined (even before receiving this Revdex.com Complaint) we will refund her the money later this month. [redacted]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

my vehicle I bought 2 months ago needs numourus repais and they were try to overcharge me on them and the company owner was very rude when I politely tried to negotiate with him.

Review: First this dealership gets you to come in on a false promise to give you $500.00 off of price and then they don't.

They then sent me plates that they know are too small for the vehicle they sold me. I will get pulled over if I drive with them on.

I still have not received any of the incentives like gas cards or my factory cup holders.Desired Settlement: I want item promised to me and plates I can put on truck.

Business

Response:

[redacted], We greatly appreciate your business and want to ensure you are completely satisfied with Lenz Truck Center. I understand you have not received the gift cards and cup holders and am sorry to hear that. We did send the gift cards out the following day. Please confirm the address so we can make sure they were sent to the correct address. If the cup holders have not made it to you, they will be sent out immediately. As far as the plates go, we would be more than happy to help you apply for the heavier truck plates. The Illinois D plates are $375.00, thus you are only responsible for $274.00 as you already paid for the lighter plates. We will continue to do everything possible to ensure your satisfaction; however, the plates cost the same here at Lenz, or at your local Department of Motor Vehicles. We simply do it in our dealership as a service for those living in different states. Buying a truck is always exciting and, quite often, we run into customers who decide they want heavier plates after the purchase, so that is why we are willing to help you process the new plates. Please call me at your convenience so we can help you get heavier plates. Thanks again! Enjoy your truck! [redacted]

Consumer

Response:

Review: Purchased a 2008 Ford Expedition from Lenz Truck on May 16th, 2013. We were told a thorough inspection was done on the vehicle. We purchased an Auto Armor warranty for $699 and were told it was sprayed before delivery on May17th. One month later on June 14th we noticed that paint chipped off back tailgate. Upon taking it into Lenz on June 19th they told us the paint issue was a Ford recall, that they took it into a Ford service center and their claim was denied. They also informed us Auto Armor could not do anything so we would have to pay for the damage out of pocket $300-1,000 and referred us to an auto body shop they worked with. We also told them a pair of headphones did not work and the seat memory button was broken and unusable. They did nothing. I called Ford after getting home on June 24th and was told there was no such recall nor claim made on the vehicle. We were referred to Les Stumpf Ford in Appleton, WI a Ford authorized dealership. We then started a claim with Auto Armor on June 24th and upon getting an estimate for all the damage on June 25th at Les Stumpf Ford in Appleton, WI we were notified the truck had a serious rust issue on the hood and tailgate that should have been fixed before it even went on the lot. We were also told there was no evidence Auto Armor was even sprayed on the vehicle. We were shown vehicles to compare with and agreed there was nothing sprayed. Upon review of our claim Auto Armor denied it on July 3rd, 2013. I sent a certified letter to Lenz Truck on July 5th explaining the situation and asking for the $699 for the Auto Armor be returned and the rust damage totaling $1,305.99 to fix the damage to be done by Les Stumpf Ford in Appleton, WI. Today is July 16th, 2013 and we have not received any word from Lenz Truck to resolve this situation.Desired Settlement: We would like a refund in the amount of $2,004.99 to fix all damages or a total return of the truck with the $15,000 down payment refunded done immediately.

Business

Response:

We did in fact spray the vehicle inside and out with Auto Armor. Our service manager ([redacted]) was in the building and next to the vehicle when it was sprayed. He can take a lie detector or swear under oath that the vehicle was sprayed inside and out with the product. Auto Armor is a paint and fabric protection that warranties against rips, burns, and stains. It is not a rust protector nor does it prevent rust nor does it warranty against rust already on the vehicle or rust that may become visible in the future. I do not understand why they are expecting Auto Armor to pay for a rust repair. That is not what they cover and clearly states what they do cover in their contract (the customer has a copy).

We warranty our vehicles for mechanical defects (not rust and not other cosmetic defects) for 3 days after the sale even through all our vehicles are sold AS-IS. This is most likely why the headphones and memory button were not fixed at no charge.

Auto Armor is a product warranty and can not be cancelled for a full refund. If the customer has a complaint about this they should talk with the State of WI Insurance Office or with Auto Armor. Once Auto Armor is applied it is applied. There is not way to reverse the application and once it is applied there is a warranty that goes with it. However, this warranty does not cover rust.

Lenz Truck does not warranty any rust. We also do not cover any dents, dings, scratches, etc. since we sell used vehicles.

As far as the Ford Recall I don’t know anything about a Ford Recall when it comes to rust. I do know Ford vehicles do rust and Ford does have a Rust and Corrosion warranty on all of their vehicles. Maybe who ever talked with this customer was directing them to Ford to see if Ford would cover it under warranty. There would be no reason for us to lie or make this up. I don’t know what happened, but if Ford is not willing to stand behind a rusty vehicle they built then how can we stand behind a vehicle we sold used that already had rust on it when we sold it?

I am confused why this customer is upset. We sold them a used vehicle that apparently has some rust. The rust would/should have been visible to them when they looked at the vehicle and test drove the vehicle BEFORE they purchased it. They purchased an Auto Armor paint and fabric protection. We installed it as Auto Armor specs say we should. The warranty is in force, but does not cover rust. The things that say are not working were brought to our attention around 30 days after the sale and the vehicle was sold AS-IS with no warranty. We can not send this customer a check for body work to be performed to fix rust that was present on the vehicle BEFORE the sale. The rust on the vehicle one of the reasons the price was set at where it was at. If the rust had been fixed before the sale the price on this vehicle would have most likely been raised to cover the cost of the body shop repairs.

Please explain to this customer our reasons why we can not send them any money.

-[redacted]

Vice President

[redacted] - Cell

[redacted] - Direct Fax

Consumer

Response: