Lexus of Greenwich, Inc.

Complaint Information:
text-align: left;" valign="top"> The consumer's son purchased the car with the consumer as the cosigner on his loan on 10/3/15. Since the car was delivered on a Saturday, our title clerk was not there to register the car. The following week our title clerk attempted to register the car and found that the car we purchased from [redacted] Financial Services to sell to the consumer had the wrong VIN/serial number issued. After contacting [redacted] Financial Services to fix the issue, they determined that they needed to request a duplicate title with the correct VIN/serial number from [redacted]. We received an update on 11/9/15 from [redacted] Financial that they have contacted CT [redacted] and it could take anywhere from 30-45 days for them to receive the correct title. After they receive it, they will forward to us to register the car. Until then, the consumer's son is driving with our company dealer plate on his car. This plate can be used in lieu of a normal plate when there are registration issues in CT. In addition, we have offered to pay for the customer's first payment and new registration/plates when they are issued.

Complaint Information:

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[redacted] was in for her 60,000 mile service which is a major service. The service cost and what was involved was expalined, she agreed and the service was performed. During the service it was noted that the power steering rack was leaking fluid . The Lexus computer program that would normaly notify us an extended warranty was down . [redacted] was notified of the leak and the cost. She wisely called her selling dealer in [redacted] and they explained the vehicle was sold to her with an extended warranty. [redacted] notified us of the warranty.We Apologised and called Lexus. Lexus explained the system being down and verified over the phone that she indeed have an extended warranty. At that moment we explained the needed repairs and Lexus approved the repairs over the phone. We called [redacted] apologised again and explained what happed. We also explained that we got an authorization to performe the repairs. She was not happy and did not want us to repair the vehicle. We offered to pick up her car and drop it off when it was completed and provide her with a loaner. she was not happy. We offered a free alignment "a 156.95$ value that is not covered by her extended warranty. She was still not happy. We offered to fill her fuel tank after the repairs were completed. she was still not happy. Along with the previous offers our final offer was to have the car detailed. She was still not happy. She does not want us to repair the car but it looks like she wants a 500.00$ refund for a service that was already performed and she agreed to . It was also explained [redacted] that if she had paid for the repairs and notified us afterwards she would have been refunded 100% with no questions asked.


Sent on:


10/11/2014 5:16:39 PM

Complaint: [redacted]
I am rejecting this response because: They are slightly confused on their account.  I was given the price for the 60,000 mile warranty, the refund was not so much for the cost of the 60,000 mile warranty (even though I felt it was overly inflated), it was more so for the fact that they wasted my day on the phone reaching out to another dealership on the reason for repairs and charges.  They did not call me as often as they stated.  When I arrived slightly early for the pick up of the car from the 60,000 mile tune up, I asked about the extended warranty.  They had to check on it again, because the "system" was down.  Knowing the system was down they should have checked a little more thoroughly on the information needed from the system.  I was then told by the associate that sometimes Lexus wants to verify the issues for warranty and that she needed to call to verify if they would accept the leaks with the power steering as falling under warranty.  Mysteriously they accepted within 10 minutes of her calling.  She did offer to have them take the car back into the shop and that it would cost me for aligning only.  They already had my car for over 5 hours and I did not trust them at this point to complete an honest fix to my car, nor did I feel it was an honest assessment.  My trust in their business was already shot.  They were finishing the detail on the car (which is with every service...not anything extra!).  As I waited for the car that was when I approached the manager, they did not offer me anything until I complained.  At which point, the manager frustrated from another client complaint right before me, brushed aside my complaint with a "we will give you the loaner and bring your car to you after it is complete and not make you bring it back".  I refused because I was not going to pay them any more money (alignment).  HE offered to waive it, but again the trust with the company and the lack of customer service was now to a boiling point.  SO I refused.  The "extras" they mentioned are laughable.  Detailing happens with all the services at every Lexus so this was not an offer, and they never offered gas.  That is false.
I don't need a penny from them. They have lost me as a client (which I am sure they do not care), I have alert Lexus Corporate, because they should know who is representing them, I have happily shared this experience with any that ask, and I just paid more money to the other Lexus dealership and upgraded to a new car.  Clearly, Greenwich Lexus is not in business for the customers and that is fine I will not return to them for any service or repairs.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  This information in inaccurate.  This dealership did not offer to pay the consumer's first payment.  This dealership has not been transparent and slow to address our concerns.  This is the first time the consumer has been informed through the Revdex.com complaint process that the duplicate title will take 30-45 days.  As noted on the [redacted] website  "If the title is missing, the seller must apply for a duplicate title prior to selling the car."  This dealership did not call to inform us about the title issues until the consumer made calls to dealership on 10/23/15 and 11/3/15.    Forty-five days have passed since this car was purchased by the consumer on 10/3/15. The consumer would like this car registered in consumer's name with Connecticut [redacted] Department ASAP.
Sincerely,
[redacted]

Review: I purchased a used vehicle over the phone with [redacted] and was asked to put a $1,000 hold on the vehicle with a credit card. I asked at that point if it would be ok if my bank financed the entire vehicle price amount and he said it would not be a problem and the $1,000 would be credited to my credit card. The bank did finance 100% of the vehicle price 2 days later, at which time [redacted] and [redacted] told me that my credit card would be refunded. A week later I picked up the vehicle and was once again assured that my credit card would be refunded. It has now been an additional week with several emails and phone calls and my credit card is still not refunded.Desired Settlement: The refund of my deposit needs to occur immediately.