Lexus of Albuquerque

Complaint: [redacted] I am rejecting this response because:Lexus continues to make statements and refuses to acknowledge what they told us orally: When the were attempting to make the original repairs, Lexus broke something inside the engine compartment Lexus also is now saying the problems arose after we picked up the vehicle (which problems arose the very next day) was because of high mileage and worn hoses There was never a mention of worn hoses when they gave the first estimate Maybe we should have an independent mechanic inspect the vehicle and have someone tell the truth Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

We did cut a check back to client for the It was mailed out and should be receiving it anyday to the *** *** *** ** *** *** address. Just verified with my office mgrIf Mr*** could email me once he receives it I would appreciate that.Thank you,Mike G***

We appreciate your taking the time
to express your concerns and experience here at Lexus of Albuquerque. We take pride in our quality of work and most
importantly in the integrity of our dealership.
The vehicle was brought in for a check
engine light, after diagnosing
the check engine light, we found that all cylinders were misfiring and due to
the age and mileage recommended replacing all spark plugs. Additionally while completing the inspection on
the vehicle, the technician noticed that the valve cover gaskets were leaking
(again from age and mileage) and the owner authorized the repairs on the
vehicle. While performing the repairs,
the technician noticed that several of the hoses were dry and brittle due to
age and took the extra initiative to replace the components free of charge for
the owner. To ensure the vehicle was
repaired entirely, we performed electronic “active tests” on a number of the
components on the vehicle. When the VVT
Controller assembly and Oil Control Valves were tested, they passed and were
working properly. When the vehicle left
the dealership, there were no check engine lights present and all was working
without fault. We of course sympathize
with the owner and the expense associated with maintaining a high mileage
vehicle; unfortunately no one is able to predict when a part is going to fail. Certainly had the parts in question (VVT
Controller Assembly and Oil Control Valve) been malfunctioning at the time of
the first repairs we would have notified the owner of the issues immediately. Additionally, if a part/component is broken
as a result of our accidental misfortune we will always take the necessary
accountability and repair the issue we caused.
This is however not the case with this situation; all components were
working as designed when the vehicle left our dealership after the owner
authorized and paid for said repairs. We
are again a dealership that takes great pride in our customer service and
integrity; and we strive daily to continue that image in the community

We are sorry of the misunderstanding that has occurred,
especially since our goal is to always give our customers complete
satisfaction.  The attached invoices will
reflect and clarify our previous response. 
Our initial findings showed badly leaking valve cover gaskets causing
oil to soak all the spark plugs.  After
the owner’s approval to replace the gaskets and spark plugs, we unfortunately
encountered all the worn and brittle parts (due mainly to age and mileage, as stated
on our prior response).  Once the
customer was consulted on the situation, it was agreed for the customer to only
pay for an air hose and a fuel pipe.  All
of the costs for the many other vacuum hoses, retainers, connectors, and labor
were covered by Lexus of Albuquerque for the customer as a goodwill
gesture.  Some of the parts had to be
ordered, and the customer was advised there would be a delay in completing the
repairs.
The invoice also reflects that there was the probability of
other issues, which turned out to be the case. 
All the repairs that were made had to be done in order to allow for
further diagnosis if needed on the vehicle. 
We are certain that the repairs performed on 6/25/15 did not cause other
problems.  As stated in our response, all
systems were fine when the vehicle left our dealership (please see attached
diagnostic reports).  Any vehicle,
especially with higher mileage, is susceptible to more repairs and issues than
any owner would hope.  The second invoice
shows that our subsequent repairs were declined.  Again, we do sympathize with the owner for
experiencing this unfortunate situation. 
We are puzzled as to what the customer is asking for, when all they have
paid is $560.90, while we as a dealership ended up paying for many items in
order to try and help customer in keeping an older, high mileage vehicle on the
road.

Complaint: [redacted]
I am rejecting this response because:Lexus continues to make false statements and refuses to acknowledge what they told us orally:  When the were attempting to make the original repairs, Lexus broke something inside the engine compartment.  Lexus also is now saying the problems arose after we picked up the vehicle (which problems arose the very next day) was because of high mileage and worn hoses.  There was never a mention of worn hoses when they gave the first estimate.  Maybe we should have an independent mechanic inspect the vehicle and have someone tell the truth.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Complaint: [redacted]
I am rejecting this response because:It does not truly state the facts.  The dealership admitted breaking a part, kept it longer than promised, charged more than promised and then refused to stand by their promises.
Regards,
[redacted]Verbal Update 09/22/2015:Please include all copies of the invoices/work orders for the repairs including estimates.[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]