Lexus of Richmond

We will replace locks, delete key codes and upload new key codes at no cost Please let us know, if we should contact customer directly Thank you Tom F [redacted] GM, Lexus of Richmond

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected] need to know when the dealer can make the agreed upon changes, the length of time required, and if a loaner will be provided to accommodate the fact that I will be without transportation during the timeframe vehicle is in their possession Regards, [redacted]

Lexus of Richmond will repair the wheel bearing at no cost We apologize for the situation

The vehicle was towed into Lexus of Richmond running rough and warning lights on Guest was told that hours were needed to repair damaged wires on engine harness and tear down engine to see damage inside Vehicle came in with day tags and no service history We offered $*** discount if guest decided to move forward with the work Car is years old and has [redacted] miles and is out of warranty Guest declined the work

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The offer of $*** discount toward $*** for used engine replacement is not acceptableThe Lexus dealer has damaged my car by breaking the second timing chain and they should be responsible of fixing it
Regards,
*** ***

We will replace locks, delete key codes and upload new key codes at no cost.Please let us know, if we should contact customer directly.Thank you.Tom F*GM, Lexus of Richmond

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
***,Please agree to the terms of paying off the remaining balance on the vehicle as The Lexus of Richmond should've known the status of the car when they got it and sold it in good faithSimply saying you didnt know is not an excuse to undermine the factsAs an accredited and prestigious dealership, I'm sure you can understand thisThis does not include the payments already made on the vehicle and the additional cost put into the vehiclePlease accept these terms
Regards,
*** ***

We have reached out to the customer and resolved the complaint
Lexus of Richmond is an Elite Lexus dealer (awareded staright years for Sales, Service and Customer Satisfaction) awared by Lexus USA
We try to pursue perfection everyday and will try to comunicate the
CPO warranty better in the future
Thank you

Lexus of Richmond will repair the wheel bearing at no cost.  We apologize for the situation.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
I need to know when the dealer can make the agreed upon changes, the length of time required, and if a loaner will be provided to accommodate the fact that I will be without transportation during the timeframe vehicle is in their possession.
Regards,
[redacted]

The vehicle was towed into Lexus of Richmond running rough and warning lights on.  Guest was told that 4 hours were needed to repair damaged wires on engine harness and tear down engine to see damage inside.  Vehicle came in with 30 day tags and no service history.  We offered $[redacted]...

discount if guest decided to move forward with the work.  Car is 11 years old and has [redacted] miles and is out of warranty.  Guest declined the work.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update...

it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]@richmond.Revdex.com.org.I need to know when the dealer can make the agreed upon changes, the length of time required, and if a loaner will be provided to accommodate the fact that I will be without transportation during the timeframe vehicle is in their possession.
Regards,
[redacted]

We will replace locks, delete key codes and upload new key codes at no cost.
 
Please let us know, if we should contact customer directly.
 
Thank you.
 
Tom F[redacted]
GM, Lexus of...

Richmond

[redacted], Lexus of Richmond, Pre-owned Manager will contact the customer.  The vehicle was purchased * years ago on [redacted], at that moment in time the [redacted] had nothing on it about an accident.  [redacted], our sales consultant, printed the [redacted] and the customer signed it....

 [redacted] had know way of knowing that the car was damaged and repaired.  We would like to buy the car back, at current market price (the customer has driven the car for * years!).  We are sorry that this happened.

Review: On April 4, 2013, I purchased a Certified Pre-Owned [redacted]. The dealership advertised/sold the vehicle to me as a Certified Pre-Owned. They also sold me a platinum warranty package that you can only purchase when buying a certified vehicle. Almost a year later I took my car in to be serviced on May 16, 2014 because a loose mud flap and 1 flat tire that was un-fixable to only find out that I had 3 bad tires and needed front and rear breaks. I found this hard to believe because I had put less than 10,000 miles on the car since I bought it a year ago. I was surprised by this because I don't drive the car frequently and I has just bought it little over a year ago. I shared this with the service rep ([redacted])that I was working with that day and told him I bought the car certified and had the platinum warranty. He looked my car up in their database and shared with that my car was not certified and that I had bought it used and my warranty wouldn't cover the tires or breaks because of normal wear and tear. That rationale made since but the fact that I don't drive the car on a daily basis made it hard for me to accept it. The sales rep ([redacted])even spoke to the sales rep and used car sales manager about my concerns and they both confirmed that my car was not sold as certified pre-owned. Thankfully I still had the sales tag from the window when I bought the car and it was advertised as Certified Pre-Owned...the paper work I had at home also indicated it was certified. When I showed the sales tag to the service rep he couldn't understand why it was advertised and sold to me as certified nor could he provide me with a valid reason for the mix up. I am truly disappointed with the Lexus of Richmond for falsely advertising and mis-leading their customers. This was my first and last time ever buying a vehicle from them. I will be sure to tell everyone I know about my experience so they won't be duped by them.Desired Settlement: I don't want a settlement - I just want the dealership to know they should not falsely advertise their vehicles just to make a sale. I believe that they are taking advantage of their customers by doing this and making them believe on thing and then telling them another...this creates a poor customer experience.

Business

Response:

We have reached out to the customer and resolved the complaint.

Lexus of Richmond is an Elite Lexus dealer (awareded 16 staright years for Sales, Service and Customer Satisfaction) awared by Lexus USA.

We try to pursue perfection everyday and will try to comunicate the CPO warranty better in the future.

Thank you.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: In early August 2013, I noticed water on the front and rear floorboards of both sides of my [redacted]. After researching the issue, I found that this is a common problem resulting from a clogged AC drain, causing water to backup into the car. I took my vehicle to Lexus of Richmond on August 13, 2013 to simply look into the issue and fix it. On August 14, 2013, I was informed by a service technician, [redacted], that my AC drain and sunroof seals were intact, and were not the cause of the issue. [redacted] further stated that a “water test” needed to be completed to determine the cause of the problem. It was noted that this included removing the seats and interior carpet, and running the vehicle through the car wash to find where the water was coming in. I was quoted a price of $650.00 to diagnosis the problem. I informed them that I did not want to pay this, and that I would be coming to pick the vehicle up. Later that same day, I received another call from [redacted] to advise there was a miscommunication between he and another service tech, and the carpet and seats had already been removed. He advised they would place the seats and carpet back in, and that I could pick the vehicle up. [redacted] later called me to advise that, since they have already removed the seats and carpet, they would only charge an additional $100.00 to complete the “water test” and assured me this would pinpoint the problem. After SEVERAL misdiagnosis by Lexus of Richmond, it was determine that the sunroof seal was being overtaken by rain water and entering the vehicle, and that the seal would need to be replaced. I brought to the attention to the service tech that they had previously removed and re-installed my sunroof in late 2011 as part of repairs through an insurance claim. I even went as far as contacting my insurance company to obtain the information from this claim. After talking back and forth with the [redacted] and Lexus corporate office, they informed me the current damaged sunroof seal was not related to the previous repairs. Therefore, I paid roughly $400 to have the seal replaced. I finally picked my vehicle up on August 26, 2013. As I was leaving the dealership, I noticed my sunroof made a squeaking noise regardless of if the glass was retracted or closed. I called Lexus of Richmond on August 28, 2013 to inform them of this, and I was told to bring the vehicle back. They determined that the noise was coming from the housing area of the sunroof, and was in no way related to the recent replacement of the sunroof seal. Without further inspection, they told me that the sunroof housing would likely need to be replaced and quoted a diagnostic charge of $300-$400, and roughly $1000.00 to repair. At this point I was livid and did not want to deal the dealership anymore because I felt I was being taken advantage of and that they were not standing behind there workmanship. I subsequently filed a claim with Lexus General Liability insurance which the claim has since been denied. Please note that I have several voicemails from [redacted] which document the numerous misdiagnoses on the part of Lexus of Richmond. I intend to take further action to insure that Lexus does their due-diligence in repairing this work.Desired Settlement: I would like for my sunroof to be repaired to its working condition prior to the dealership replacing the sunroof seal.

Business

Response:

[redacted] brought his vehicle to us August 26 2013 to look at a water leak. We found that the seal that is around the glass was split and needed to be replaced. [redacted] indicated to us he said it was from the accident that was repaired at our body shop and the insurance company should take care of it. We contacted [redacted] and he said that it was not part of the accident and the insurance company denied the repair. [redacted] gave us approval to replace the seal.(After Lexus declined goodwill repair) He came back on August 30th and stated that there was a noise coming from the moon roof area. I talk to him and I explained that it was coming from the housing area and we would need to take it apart to see what it needed. He indicated that we created the issue and we should take care of it at no charge. I told him when replacing the seal we do not need to take the housing apart and I thought it was not done when replacing the seal. I told him if we took it apart and it was something we did we would take care of all charges, but he would have to agree to pay for diagnostic if we found that we did not cause the issue. He declined. About a week later he asked for our [redacted] Insurance info which I gave him and it was declined by them as well.

Thank you.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The response from [redacted] does not resolve the issue. For clarification, I have not filed a claim with my insurance company for this incident. The information that I obtained from my insurance company was for the work done by Lexus of Richmond in 2011, when they removed and installed the sunroof assembly in its entirety. As noted, there was no noise from the sunroof prior to me taking the car to Lexus of Richmond in August. The service technicians acknowledged that they heard the noise after I brought the vehicle back. While I understandably declined to pay an additional $300-400 diagnostic fee for a part of my car that had just been serviced, I was told that the sunroof housing was the issue without them looking into the problem. It is unreasonable and unacceptable to expect a customer to pay this amount of money after just picking the car up from being repaired, knowing that Lexus of Richmond has been the only service department to repair the sunroof.

Regards,

Business

Response:

[redacted], [redacted] at Lexus of Richmond, determined with the customer that the "noise" is not a wind noise. Lexus of Richmond fixed the seal/leak and the "noise" is part of a different problem that is unrelated to the seal. Therefore, the customer must approve the diagnostic expense to try and fix his "noise" problem. Thank you.