Lexus of Chandler

Dear Sir or Madam: I am the General Manager of Lexus of Chandler and I write in response to our customer’s above referenced Revdex.com Complaint I have personally investigated this claim, the details of which are found below Thank you for the opportunity to address our customer’s concernsBased upon my review of the transaction documentation I conclude that the extended service agreement at issue was for a period of $50,or months which ever occurred first I understand Ms [redacted] wanted to cancel this agreement and is looking for refund of the remaining value of the agreement I do note the Complaint asserts our dealership altered the terms of the agreement noted above from 100,miles to 50,miles There may be a misunderstanding on Ms***’s part but the signed agreement is clear and represents 50,milesMs [redacted] also raises an issue with regard to the interest rate of her auto loan We at the dealership do not control auto financing interest rates This is left to the specific auto lender and is a function in part of the customer’s credit worthiness Our finance team works to obtain the best available terms for our customers The rate as represented on the documentation signed by Ms [redacted] was 8.35% Any changes the applicable would have been as a direct result of information provided from the lending institution during the application process and we at the dealership would have fully informed our customer and put the finance terms in writing and asked our customer to sign off on these terms Based upon my investigation this exchange/disclosure did occur and Ms [redacted] sign off on these termsAs a result of my review of our customer’s complaint and supporting documentation Lexus of Chandler is willing to offer in the spirit of customer good the difference of the funds due for the month proration of the warranty (_____).If this is acceptable, please contact me directly and we will process the payment Thanks again for the chance to address Ms***’s concerns [redacted] GMLexus of Chandler

Dear Sir or Madam: I am the General Manager of Lexus of Chandler and I write in response to our customer’s above referenced Revdex.com Complaint.  I have personally investigated this claim,  the details of which are found below.  Thank you for the opportunity to address our customer’s...

concerns. Based upon my review of the transaction documentation I conclude that the extended service agreement at issue was for a period of $50,000 or 48 months which ever occurred first.  I understand Ms. [redacted] wanted to cancel this agreement and is looking for refund of the remaining value of the agreement.  I do note the Complaint asserts our dealership altered the terms of the agreement noted above from 100,000 miles to 50,000 miles.  There may be a misunderstanding on Ms. [redacted]’s part but the signed agreement is clear and represents 50,000 miles. Ms. [redacted] also raises an issue with regard to the interest rate of her auto loan.  We at the dealership do not control auto financing interest rates.  This is left to the specific auto lender and is a function in part of the customer’s credit worthiness.  Our finance team works to obtain the best available terms for our customers.  The rate as represented on the documentation signed by Ms. [redacted] was 8.35%.  Any changes the applicable would have been as a direct result of information provided from the lending institution during the application process and we at the dealership would have fully informed our customer and put the finance terms in writing and asked our customer to sign off on these terms.  Based upon my investigation this exchange/disclosure did occur and Ms. [redacted] sign off on these terms. As a result of my review of our customer’s complaint and supporting documentation Lexus of Chandler is willing to offer in the spirit of customer good the difference of the funds due for the 6 month proration of the warranty (_____).If this is acceptable, please contact me directly and we will process the payment.  Thanks again for the chance to address Ms. [redacted]’s concerns [redacted]GMLexus of Chandler

On Tuesday December 20th,2015 I, Mark S[redacted] General Manager Lexus of Chandler called and spoke to Mr. [redacted]. After appologizing to Mr. [redacted] for the confusion with my sales manager I explained to him why we could not sell a Certified Used vehicle to him and title in his company...

name(Colorado based) and he now understands. I agreed to continue to look for another non certified vehicle that would fit his requirements and if I found one I would be happy to sell it to him in his company name. He agreed that this was satisfactory to him and I agreed to stay in contact when we have a comparable vehicle for him.Regards, Mark S[redacted]General Manager Lexus of Chandler[redacted]

Dear Sir or Madam: I am the General Manager of Lexus of Chandler and I write in response to our customer’s above referenced Revdex.com Complaint.  I have personally investigated this claim,  the details of which are found below.  Thank you for the opportunity to address our...

customer’s concerns. Based upon my review of the transaction documentation I conclude that the extended service agreement at issue was for a period of $50,000 or 48 months which ever occurred first.  I understand Ms. [redacted] wanted to cancel this agreement and is looking for refund of the remaining value of the agreement.  I do note the Complaint asserts our dealership altered the terms of the agreement noted above from 100,000 miles to 50,000 miles.  There may be a misunderstanding on Ms. [redacted]’s part but the signed agreement is clear and represents 50,000 miles. Ms. [redacted] also raises an issue with regard to the interest rate of her auto loan.  We at the dealership do not control auto financing interest rates.  This is left to the specific auto lender and is a function in part of the customer’s credit worthiness.  Our finance team works to obtain the best available terms for our customers.  The rate as represented on the documentation signed by Ms. [redacted] was 8.35%.  Any changes the applicable would have been as a direct result of information provided from the lending institution during the application process and we at the dealership would have fully informed our customer and put the finance terms in writing and asked our customer to sign off on these terms.  Based upon my investigation this exchange/disclosure did occur and Ms. [redacted] sign off on these terms. As a result of my review of our customer’s complaint and supporting documentation Lexus of Chandler is willing to offer in the spirit of customer good the difference of the funds due for the 6 month proration of the warranty (_____).If this is acceptable, please contact me directly and we will process the payment.  Thanks again for the chance to address Ms. [redacted]’s concerns [redacted]GMLexus of Chandler

Dear Sir or Madam: I am the General Manager of Lexus of Chandler and I write in response to our customer’s above referenced Revdex.com Complaint.  I have personally investigated this claim,  the details of which are found below.  Thank you for the opportunity to address our...

customer’s concerns. Based upon my review of the transaction documentation I conclude that the extended service agreement at issue was for a period of $50,000 or 48 months which ever occurred first.  I understand Ms. [redacted] wanted to cancel this agreement and is looking for refund of the remaining value of the agreement.  I do note the Complaint asserts our dealership altered the terms of the agreement noted above from 100,000 miles to 50,000 miles.  There may be a misunderstanding on Ms. [redacted]’s part but the signed agreement is clear and represents 50,000 miles. Ms. [redacted] also raises an issue with regard to the interest rate of her auto loan.  We at the dealership do not control auto financing interest rates.  This is left to the specific auto lender and is a function in part of the customer’s credit worthiness.  Our finance team works to obtain the best available terms for our customers.  The rate as represented on the documentation signed by Ms. [redacted] was 8.35%.  Any changes the applicable would have been as a direct result of information provided from the lending institution during the application process and we at the dealership would have fully informed our customer and put the finance terms in writing and asked our customer to sign off on these terms.  Based upon my investigation this exchange/disclosure did occur and Ms. [redacted] sign off on these terms. As a result of my review of our customer’s complaint and supporting documentation Lexus of Chandler is willing to offer in the spirit of customer good the difference of the funds due for the 6 month proration of the warranty (_____).If this is acceptable, please contact me directly and we will process the payment.  Thanks again for the chance to address Ms. [redacted]’s concerns [redacted]GMLexus of Chandler

Review: I spent four hours in the financing department and all they did was wear me down tell me what I wanted to hear and agreed and then put a higher interest rate in the contract then what they promised and said I was approved for and then they decreased the mileage on the warranty by 50000 miles. When I called to discuss Raad pretended he didn't remember our conversation. He didn't remember what he said. Yet he had me sign a power of attorney to him. PIECE OF [redacted] told me one thing and changed the paperwork.Desired Settlement: I want the rate on interest I was promised and refunded for the six months of warranty I paid that is worthless. I already cancelled the warranty and gap.

Business

Response:

Dear Sir or Madam: I am the General Manager of Lexus of Chandler and I write in response to our customer’s above referenced Revdex.com Complaint. I have personally investigated this claim, the details of which are found below. Thank you for the opportunity to address our customer’s concerns. Based upon my review of the transaction documentation I conclude that the extended service agreement at issue was for a period of $50,000 or 48 months which ever occurred first. I understand Ms. [redacted] wanted to cancel this agreement and is looking for refund of the remaining value of the agreement. I do note the Complaint asserts our dealership altered the terms of the agreement noted above from 100,000 miles to 50,000 miles. There may be a misunderstanding on Ms. [redacted]’s part but the signed agreement is clear and represents 50,000 miles. Ms. [redacted] also raises an issue with regard to the interest rate of her auto loan. We at the dealership do not control auto financing interest rates. This is left to the specific auto lender and is a function in part of the customer’s credit worthiness. Our finance team works to obtain the best available terms for our customers. The rate as represented on the documentation signed by Ms. [redacted] was 8.35%. Any changes the applicable would have been as a direct result of information provided from the lending institution during the application process and we at the dealership would have fully informed our customer and put the finance terms in writing and asked our customer to sign off on these terms. Based upon my investigation this exchange/disclosure did occur and Ms. [redacted] sign off on these terms. As a result of my review of our customer’s complaint and supporting documentation Lexus of Chandler is willing to offer in the spirit of customer good the difference of the funds due for the 6 month proration of the warranty (_____).If this is acceptable, please contact me directly and we will process the payment. Thanks again for the chance to address Ms. [redacted]’s concerns [redacted]GMLexus of Chandler

Review: On March 1, 2014 I purchased a pre-owned 2014 Kia Sorento SXL from this dealership, through salesperson [redacted]. I was quite positively impressed with [redacted], and with Lexus of Chandler.

The 2014 Sorento SXL has a push-button start, operated by an electronic smart key. Kia provides two smart keys as standard equipment. On the night of my purchase, [redacted] noted the second smart key was not with the owner’s manuals and other equipment from the vehicle. It was nearly closing time, and she advised she would provide the spare key when it was located. Over the next few days, [redacted] called me to advise she was still looking for the spare key. On March 15, 2014 I sent her an email regarding this issue, but I did not receive a response.

Days turned into weeks. I sent [redacted] two more emails, which were not returned. I left a message on her cell phone on April 24, 2014. The next day [redacted] left me two voice mails, which both state the original owner provided two smart keys when the vehicle was traded in. [redacted] also stated her sales manager recalled both keys were provided. Later that evening, [redacted] and I spoke on the phone. She stated [redacted] was the salesperson who handled the original trade in transaction. [redacted] told [redacted] he could not find the spare smart key.

I suggested looking for the spare key in the Service Department, because the Sorento received an oil change on February 7, 2014. [redacted] stated she would follow up on my suggestion. On May 1, 2014 I left [redacted] a voice mail on her cell phone. I did not receive a response.

In the meantime, I consulted the Parts departments of two local Kia dealers, and learned that a replacement smart key will cost approximately $320 (including sales tax).

I believe [redacted] made a dedicated effort to search for the spare smart key. However, the dealership was negligent in losing this expensive item, and should be held responsible for its replacement.

On May 8, 2014 I sent a certified letter to [redacted]'s manager, Sales Director [redacted]. In the closing of this letter, I requested either placing the spare key in my possession within five business days, or providing a check for the replacement cost.

On May 12, 2014 [redacted] left voice mails on my cell and home phones. I was under the weather that week, and returned her voice mails on May 19, 2014. As of this writing, she has not responded.

I escalated this issue to Mr. [redacted] because I was not receiving resolution from his salesperson. Mr. [redacted] never responded to my letter, and it appears I am back to where I started - playing phone tag with [redacted] all over again.Desired Settlement: Without a spare smart key, I would be stranded if my one key became damaged, or was lost. The Sorento would have to be towed to the nearest Kia dealership to obtain another smart key, and ordering a new key would take 1-2 days. Since it appears Lexus of Chandler permanently lost the spare key that the original owner provided, I wish to purchase a new one. Lexus of Chandler was negligent in losing the spare key, and I feel the dealership should provide compensation so that I may replace it.