Lexus of Massapequa

Review: Car was left with service overnight for a simple repair on October *, 2014.

On October *, 2014 at 9:05 AM I received a phone call from the [redacted] stating he was very sorry to let me know that my car was vandalized on their property. Tires and rims were all stolen, windows were broken, the trunk was pried open using a tool which also caused damage. Unfortunately the same night it was raining, now there is water damage and electrical issues. My personal property was also stolen out of the car as well. Miraculously the security cameras we're not working on that specific evening. He suggested I put in a claim through my insurance company and he claimed [redacted] the [redacted] will take care of the deductible.

I was refused to put in a claim through my insurance company because it will raise my insurance rates when I wasn't even responsible for the car left in their possession overnight. I have called numerous times asking for the [redacted], the [redacted], or the [redacted] to please return my phone calls and two weeks later none of them have. It is now approximately 17 days that they have had my car, without a resolution and my second lease payment is due now!!!!!!!! Please helpDesired Settlement: I would like to have this lease terminated, due to the fact that the car wasn't even two months old and it was vandalized on their property. I do not want to continue to make payments on a leased car that was damaged by someone other than myself.

Business

Response:

spoke to [redacted] on saturday 10/ **

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I appreciate the time and effort the Revdex.com has put into my issue, unfortunately I am not satisfied with the outcome. I was promised "the sun,moon and stars" from [redacted], yet everything that has occurred has been the exact opposite from what has been promised. He told me that an adjuster would come to see the damage. The adjuster only put in for the visible damages, disregarding the saturated carpets, the wires that were once soaking wet, the leather seats that were open to the elements for 24 hours on a stormy night. These items will definitely have mold/mildew from the rain storm and possibly electrical issues from wet wires. Lenny promised "everything" would be replaced!!!! Only the windows, tires and rims were replaced. I find this unacceptable. I appreciate the loaner car BUT did not want a loaner car, I wanted my own car back exactly the way I left it on their property to be repaired. They are taking the easy way out on this and I feel take advantage of. They should be replacing everything that got destroyed because none of this was my fault. Everything in the locked trunk was stolen and my backpack with my address and personal info as well as my iPad and headphones. Blatant disregard. I want everything replaced as far as the automobile, not just the basics, or I'd like out of my lease. I don't want to pay $$$ every month for a car that was vandalized and shoddily put back together.this is wrong on many levels

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

we are in the process of going over the entire car as I write

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

It's a shame that this happened. The car will never be the same or drive the same as a brand new car...

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I, [redacted] hereby request an independent mediator to assist in resolving specific issues I am having with the automobile dealership Lexus of Massapequa on Long Island, New York (Massapequa Imports). I will also provide a detailed affidavit of my interactions that I feel are relevant. Let the following be a brief summary of my account.

Sales Manager Chris M[redacted] has been the key employee who refuses to honor the Vehicle Purchase Agreement reached between myself and Lexus of Massapequa on November [redacted], 2015 with his formerly employed Salesperson Mr. Dan A[redacted]. On that date I agreed to purchase a new 2016 Lexus RX 350 for $44,380.00 and Lexus of Massapequa accepted my deposit of $500.00 signifying their concurrence with those terms. As of February, 2016 (almost 3 months later) no such vehicle was provided to me.

I returned to said dealership on February [redacted], 2016 requesting an explanation for why the vehicle has not been located after almost 3 months had elapsed. After speaking with Salesperson Marietta that same day she told me that "the vehicle does not exist" and she offered to return my deposit. On that same day Mr. M[redacted] also told me that "the vehicle does not exist" and he insisted that I take my deposit back and go to another dealer. Later on that same evening after my persistent requests for an adequate explanation, Mr. M[redacted] revealed to me the exact vehicle I was requesting that earlier he said did not exist which was sitting in their parking lot the entire time I was there. The vehicle Mr. M[redacted] showed me on 2/4 included all of the features I originally requested on 11/8 however on 2/4 the final vehicle price offered increased from $44,380 to $45,500. When I requested that Mr. M[redacted] honor the original price for which my deposit was provided he refused to do so. Both Vehicle Purchase Agreement documents reference Deal # [redacted] and can be provided upon request.

It is simply not ethical for Lexus of Massapequa to (1) cease communicating with a customer who paid a deposit, (2) delay procurement of a readily available vehicle for over 80 days, (3) make false claims that the vehicle does not exist, (4) push the customer into paying for undesired options, (5) persistently insist that the customer reclaim their deposit to exonerate themselves, (6) dismiss the Vehicle Purchase Agreement made by a former employee on their behalf.Desired Settlement: At the time I am filing this complaint with the Revdex.com, it has been over 80 days since Lexus of Massapequa took my $500 deposit however final contract paperwork has not been provided. Therefore, at this point I am asking the Revdex.com to mediate on my behalf, recommending that Lexus of Massapequa shall expressly move forward by providing me final contract paperwork that honors their original final vehicle price of $44,380.00 less $500.00 deposit, less $2000.00 vehicle trade-in. Furthermore with regard to the vehicle trade-in offer approved by Mr. M[redacted] of $2000 for my 2005 Honda Civic, final contract shall not include “Optional Title Processing Fees" of $75 after I already informed them that my existing title is solely in my own name with no liens and I am transferring my existing license plates.

Business

Response:

In an effort of customer satisfaction Lexus of Massapequa will be honoring the original agreed upon price for a vehicle with more equipment. [redacted] has been notified and is scheduled to take delivery of his new vehicle on 2/**/16 6pm.

Review: I purchased a 2011 Lexus SUV from Lexus of [redacted]. They assured me the car was NOT in an accident and provided an AUTOCHECK sheet to verify this .(I have a copy of this sheet.) Later, I found the car WAS in an accident by pulling the VIN number on the car I purchased. Obviously, the dealer used a AUTOCHECK sheet from another car as the VIN numbers did not match my car. When I approached the dealer, they said they would provide me with a replacement car, similar in all ways and one that did not have an accident. After repeated calls from me, the dealer said they had a replacement car and I was to bring in the title to my car. When I went to them from the switch I found the new car unacceptable. It was filthy and had multiple scratches on the rear fender on the passenger side. I rejected this car, but was told another would become available. The internet has allowed me to check their inventory on a daily basis , and I saw several cars on the lot that would have been acceptable. I called on one of those cars and even though the car remained on the lot for over a week, when the dealer finally returned my call, they said it was sold. I knew then that they were not good on making an adjustment. I have gone to the District Attorney's office to file a complaint. This was sent to the DMV of New York. The dealer was contacted and lied about the circumstances to my purchasing the car. The dealer claims that I viewed several cars and the AUTOCHECK sheet showing no accidents was one of the many cars I looked at. This is not true. I looked at only one car, the car I purchased. Later after I confronted the dealer about the recorded accident, the dealer lied about the accident the car I purchased sustained. When questioned, they told me the front hood was hit by a tree and the hood was replaced. I went to a auto repair shop in [redacted] and was told that two skins were replaced on the doors on driver's side and over 60% of the car was repainted. Now, if you follow the dealer's story, why would I purchase such a damaged car when they claim I had an option to purchase a car with no accidents? Obviously, I was lied to! Car dealers should not be allowed to get away with such fraudulent practices!!!Desired Settlement: I have lost complete confidence in the honesty and integrity of Lexus of [redacted]. Therefore, I would like a check for the full amount of the car $38,479.75. P.S. I have been trying to rectify this crime since March!

Business

Response:

the complaint was address by the [redacted]

gave customer options to picl out new vehicles but customer couldnt find the right switch.

also our corporate attorney has reached out to the customer

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Again, this dealership is not stating the facts. Only one car was ever offered to me and this car was unacceptable; filthy with major damage to rear fender on passenger's side. After I rejected this inferior car, the dealership never offered another. Also, I have NEVER heard from their corporate lawyer or any other personnel connected with this issue. This dealership has engaged in delay tactics assuming I will eventually give up. What this dealership did was unlawful and they should not get away with these practices.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

this customer will only speak to one person at the dealership [redacted]. we are trying to set up a meeting with the customer so we can resolve this issue

please contact this customer asap. I am going on a business meeting from the [redacted] of august

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As per [redacted]'s instructions, I immediately spoke with [redacted] and made an appointment on Friday, August**, at 3:30 to meet with [redacted], Unfortunately, [redacted] did not bother to attend this meeting. Instead, [redacted] was in charge. I have been trying for five months to get Lexus of [redacted] to give me a replacement for the car I bought there. I was sold a car that "had no accidents" and was supplied with an AutoCheck sheet to that effect. When I received the title to my car I noticed that the VIN number did not match the Auto Check sheet supplied. On my own, I paid for an AutoCheck of my car, and there was ONE REPORTED ACCIDENT. I have made FOUR separate trips to the dealer to get a replacement car; only once did the dealer actually offer me a car, and this car was substandard. All the other times, the dealer has used stalling tactics. Finally, this past Friday, the truth came out--- if I wanted a replacement car, I would have to give the dealer an additional $4,500.00. (I paid $35,000.00 cash for the car.) [redacted] said that this amount is the loss the dealer would sustain. I would like to note that similar cars like mine with similar mileage are presently selling at Lexus of [redacted] for $33,999.00. Is the $4,500.00 loss due to the fact that my car was involved in a collison? Did I not pay top dollar for a clean car? And now, the dealer wants me to take the hit again???

[redacted] kept saying a "mistake" was made. I think differently. However, whatever happened was not my doing; I am the victim and I should be compensated accordingly. [redacted], [redacted] and Lexus of [redacted] had the opportunity to quietly rectify this situation, but they chose not too. And now, this whole matter will become public. The public can read my emails over the last 5 months and the public can decide whether they would want to do business with this dealer. My advise if you are going to deal with this dealer, "Let the buyer beware".

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I leased a car from the dealership in 2011. At that point they engaged in the stereotypical hard sell for "excess wear and tear" coverage promising that they would cover the cost of any damage when the term of the lease expired. At a cost of $800 I purchased the policy. The same salesman who sold the car sold the policy, Burt H[redacted].

At the end of the lease term in 2014 I returned the car with about $2000 in body damage. Mr. H[redacted] assured me that it would not be an issue and the policy would pay. He subsequently told me he had submitted the claim and it would all be taken care of.

Several months later Lexus financial began collection process against me. I contacted the dealer and was told it was an error and would be taken care of.

Subsequently, the called continued and I was told that to process the claim they needed a "damage report" which was prepared by the dealer at the end of the lease but now was held by Lexus financial.

Again Mr. H[redacted] assured me he would take care of it. I have been calling for three months and he has been promising me to take care of it. all the while this has been effecting my consumer credit.

After a few weeks I attempted to call lexus to get the "damage report" and they just forward me to collections as soon as I state my name.

I was a loyal customer. I purchased 7 lexus vehicles over the last 15 years and 3 from this dealership.

I was defrauded. They sold me an unlicensed insurance policy and rigged it so that it was impossible to make a claim. If this was not maliciousness it is extreme negligence as they had a duty to produce the requisite report.

this week , as I contemplated this complain I googled the dealership and discovered that they just entered into a civil settlement with the New York Attorney General for fraudulent business practices.Desired Settlement: I would like the amount due to be waived and my credit report to be corrected

Business

Response:

Please note that this customer is taking the dealership to Small Claims Court. Therefore, there is no reason to discuss a resolution through the Revdex.com.

Review: On October **,2015 I wanted to PURCHASE a new vehicle and was deceptively talked into a lease which was not fully explained to me. On October **, I went back to the dealership and told them that I wanted out of the lease and wanted to PURCHASE the vehicle. They offered me $1700 and said I could not purchase the vehicle. I spoke to Lexus financial services and they said that I should speak to the General Manger of Lexux who may be able to resolve this issue. I DO NOT WANT TO RETURN THE VEHICLE - I WANT TO PURCHASE IT. I'VE BEEN TRY TO SPEAK WITH THE GENERAL MANAGER, MR. KEITH D[redacted], FOR SEVERAL DAYS WITHOUT ANY SUCCESS.Desired Settlement: I WANT TO PURCHASE THE CAR NOT LEASE IT BECAUSEITHE LEASE WAS NOT FULL EXPLAINED TO ME. HAD THE THE NUMBERS BEEN FULLY DISCLOSED I WOULD NOT HAVE AGREED TO THE TERMS OF THE LEASE.

Review: They asked me if I wanted to put a car on hold. They led me to believe that they would put $500 on hold on my card and if I bought the car that the hold would be released. I discovered instead that the $500 was taken out. I'm not even sure if you CAN put money on hold. I never bought the car. It's been nearly two weeks and they refuse to give me my money back. They don't SAY that they refuse But they keep giving me the run around and are now telling me not to call asking about my money anymore.Desired Settlement: I want $500 CASH in my hand because I'm tired of waiting "for the credit card company to process the refund." It does not take two weeks for a credit card to refund to a bank. I will DRIVE to Long Island and pick up my cash refund.

Business

Response:

this is the first we are hearing about this . mike wade is no longer with the company. I have directed the managers involved to look into it. if you done receive your moneys or refund with in 7 business days please contact me directly

thank you

sorry for your trouble

Review: I returned to purchase a second vehicle from the dealership in the last 4 1/2 years. I was pressured into taking delivery of the car the very same day I was at the dealership. I told them I needed to go home and clean out my current car and retrieve the title. They were so insistent that they said they would deliver the car to my home and pick up the old car. I reluctantly agreed. When I went to drive the car for the first time, I noticed there was a chip in the middle of the windshield which was not there when I test drove the car earlier in the day. I called the salesperson and she assured me that she would make an appointment to have the windshield fixed. When looking over the paperwork, I also noticed that my new payment plan was over a 6 year period, instead of 5, which was what I had discussed with them. I went in to discuss this with the finance officer who assured me there had been no misunderstanding, the extra payments were for a 6 year warranty. After some back and forth, he got the manager, who admitted that there had been some confusion over the length of the payments, but because of the way the deal was worked up, he could not do anything for me financially. Then he asked if there was anything they could do for me. As the saleswoman had assured me the car had heated seats and it did not, I asked what kind of a deal I could get on a remote start. The manager said they would give it to me for free, a $1000.00 unit, when they fixed the windshield the following Monday. The warranty I had paid all this extra money for guaranteed me a loaner car any time I brought my car in for service. I brought my car in, there was no loaner available. I told the service consultant there was a chip on the front passenger door and I would appreciate if they could fix that too. He assured me it wouldn't be a problem, and thanked me for understanding about the loaner. They offered me a ride home and to deliver my car to my house again, later that day. I received a call late that afternoon that they would not be able to return my car. When they called the next day, Tuesday, I asked if the door had been fixed, they told me they had to check with sales. The next time I heard from them was Thursday, when they told me they had received the okay for the work, the car wouldn't be ready until early the next week. I told them that I was going out of town and would be back on Tuesday. They assured me the car would be ready by then, and delivered to my house. I called on Tuesday morning when I got back into town and left a message letting them know. I received a message on Wednesday telling me the car was ready and they would call when they were coming over with it. I called back at 5 pm when I hadn't heard back from them and had to leave another message. Someone called me on Thursday to tell me they were going to pick me up to bring me there to get my car. I told them this was unacceptable and received an attitude before they relented and agreed to drop off my car. I didn't think the windshield looked fixed, so I brought it to a body shop where I was told that it hadn't been.

Bottom line, I was double talked into an extra year of payments, for a warranty that they immediately did not honor. It took ten days to not do the work they were supposed to do, and I am a returning customer.Desired Settlement: At this point, I would like to return the car to this dealership and have my deposit and down-payment refunded. I do not trust the sales people or service department to handle my business, especially not for the next 6 years.

Business

Response:

[redacted] has been in contact with [redacted] and has agreed to replace (not repair) the windshield and in an effort of customer satisfaction will provide [redacted] with 4 free years of scheduled maintenance. Maintenance contract will be send over night via [redacted].

Review: I was promised a ten percent refund and a free oil change. My mother is along time customer of this dealership. She brought the vehicle in for maintence, not thinking she was going to get hit with a $500.00 bill. I believe they took advantage of her. Months after and she hasn't received her refund. We brought the car in for our free oil change, but still have not received our refund. The sales consultant said the service manager would give us a call. We still haven't heard from him .Desired Settlement: Refund

Business

Response:

In an effort of customer satisfaction the disputed amount of $49 has been refunded to the client via check through [redacted] Tracking # [redacted] - Delivered 7/**/2015.

Review: I purchased a 2008 Lexus ES, that had a banner across the windshield that stated "one owner car" the salesman stated the car fax stated one owner as well, and this was a car sold by the dealership to one elderly owner who had the car serviced at this Lexus dealership and the car was driven about 5K miles consistently each year. In addition the advertised description of the car stated it had "INTUITIVE PARKING ASSIST Rear Parking Aid". The deal was marked subject to my mechanics approval. My mechanic viewed the car fax report on line and found these facts were not true as this car was owned by at least two different owners, it was not driven 5k miles consistently each year and did not have an option for " INTUITIVE PARKING ASSIST Rear Parking Aid" I verified these details with Lexus USA.

To date I have not received my deposit back, my application returned, or received a phone call to acknowledge this issue from Mr Keith D[redacted] General Manager of this dealership although several phone messages and an email has been sent to him.Desired Settlement: I would like to make the general manager aware of this situation, and would like my deposit and personal information returned to me.

Business

Response:

Lexus of Massapequa has been in contact with the client and has refunded the deposit and over nighting the clients personal information as requested.

Review: On 12/*/14 I brought my car in for service because all the courtesy lights went on at once. I was most concerned about my check engine light because when I read the manual , it said to immediately bring in the vehicle for service . I was advised that I would have to sign for the work to be performed at $135 per hour. I received a call from the service dept that more time would be necessary to check further and it would be at least 2-3 hours more to find the englne light cause before anything could be done. I said that seemed like a lot of money and I did not want to proceed. I was told they would have to put the engine back together and I should pick up my car on that [redacted]. I was advised it shouldn't be driven , and I should take it to my local mechanic. I picked up my car that [redacted] late afternoon and spoke with [redacted], the [redacted]. He said he would put some oil in my engine to get me home. He put in 1 1/2 quarts. When my husband got home from work he followed me to my local mechanic and ALL THE LIGHTS WENT OFF. My mechanic said all the car needed was an engine flush AND AN OIL CHANGE WHICH COULD HAVE BEEN DONE IN 5 MINUTES AT LEXUS. I FEel LIKE I WAS LED TO BELIEVE THERE WAS A MAJOR PROBLEM BY THE LEXUS SERVICE DEPT. When I was at the service dept. I also heard a service tech tell someone on the phone that he UPSOLD A CUSTOMER. The entire situation made me very uneasy. After speaking numerous times with the dealership, advising them I want my money refunded, I was told no way. The [redacted] said, and I quote "we are right, and you (the customer) are wrong.." This is my 4th Lexus from this dealership, and I will never use them again. I don't want to go on about how many people I spoke with , the run around I received, and the calls that were not returned. Everything was unprofessional. I also have a complaint with [redacted] who apologized for the way things were handled and said they could not refund my money, only the dealership. Lexus was quite surprised when the dealership would not refund my money. The bottom line .. I want my money refunded. Thank you. [redacted]Desired Settlement: I want my money refunded.

Business

Response:

unfortunately , this customer authorized Lexus of Massapequa to check out her car and knew that there was a fee involved. we did everything we could to help out, diagnosed the problem , the customer declined the work that need to be done and Lexus of Massapequa even went as far to give her 2 quarts of oil for NO CHARGE!this car has a problem because the customer never maintained it as per Lexus maintenance schedule

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[I had no recourse but to sign for the car to be looked at when I brought it into Lexus. They would not proceed without a signed authorization. They NEVER diagnosed the problem. They told me it would take 2-3 additional hours to find the problem at a cost of $135 per hour. The problem could have been resolved in 5 minutes by first putting oil in my car. A diagnostic test did not have to be performed. Putting 1 1/2 quarts of oil in my car is not acceptable. This was done because I was originally told be Lexus that the car should not be driven. [redacted] put oil in the car "to get me home". I would not be intimidated by them and leave my car at a big expense to me. I advised service that I did oil changes at another station due to their high prices at Lexus and offered to show them proof. If necessary, I will give you all the dates and times I left messages for the [redacted], [redacted], [redacted] and the [redacted] and note how many times they did not call me back. I feel this was handled very unprofessional. I was a loyal customer, and WANT A REFUND. Thank you. [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

unfortunately, this customer is not entitled to a refund because we diagnosed the problem and they denied the work to be done.we did everything to help the customer. even went so far to add oil parts and labor at no charge to the customer. we told the customerthat this engine will have future problems because of the neglect of not changing the engine oil ever.