Lexus of Rockville Centre

I think in this case the customer is being unreasonable No one here forces anyone to purchase a vehicle With that being said we are willing to buy back the vehicle for exactly what he paid for it $16, [redacted]

Dear [redacted] ***, I have reviewed the service history for your vehicle and can confirm that NO BODYWORK REPAIRS were conducted by our dealership either before or after the date you took delivery of your veihlce I do not however have the ability to validate if any repairs were conducted by Lexus of North America prior to the shipment of the vehicle to our dealership As the vehicle is no longer covered by the month Lexus Corrosion Perforation Warranty my recommendation would be for you to contact Lexus Customer Care at [redacted] and ask them to investigate the matter further Sincerely [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
To whom it may concern,
I have received a call from the *** *** at Lexus of Rockville center today who stated that he needs their engineer to see my car in person prior to making any decisionsHe reported it appeared as if the car hood was painted by the pictures taken but could not give me any more informationHe also offered that I could go to another Lexus dealership closer to me and deal with them about my issue being well aware that I had already done that and was referred back to the dealership I bought the car fromHe stated he would call me back later today after discussing with their engineer regarding a suitable time to have my car inspectedI am still waiting for his call back
*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

In the *** *** dispute Lexus Corporate has gotten involved and are currently working with the customer to find a mutual resolution.I have no further comments at this time.Thanks,*** ***
*** ***
*** ** *** ***
*** ** ***Phone: ###-###-####Email: ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
In response to *** ***'s reply, these statements are incomplete and do not explain the stalling and failure of my car upon leaving from Lexus of Rockville Centre (June, 2014) after I paid for service and/or the car's continued engine issues after it being "serviced" by Lexus of Rockcville Centre after 6/**/These problems still persist up and until todayLexus of Rockville Centre is the responsible agent of Lexus because the car overheated, smoked and stalled upon leaving (within minutes) the Lexus of Rockville Centre in or around June/July, 2014.The car was brought to Rockville Centre in or around June, after suspicious circumstances required me to obtain another service within months of recalls, oil changes and other problemsThis was after previous complaints to Rockville Centre about the performance of the car since previous services by Lexus of Rockville CentreAfter its initial service in June, 2014, I asked for, received and still have in my possession this alleged defective part which caused issues as to the car. After the receipt of this defective part and paying for the service from Lexus of Rockville Centre, the car never made it home from the dealership because it overheated, smoked and stalledFrom the dealership, it stalled on the way back to my houseAfter this event, I never spoke to the *** *** and I did not ask for replacement items but rather requested of Lexus Rockville Centre, as I have in all of the previous car services exclusively performed at Lexus, for Lexus of Rockville Centre to examine the car and inform me of what repairs, if any, needed to be madeAdditionally, I requested that all damage related to the stalling from the dealership (Rockville Centre) be repaired What prompted my concern was not the "water pump" or "brake ware" but the noise coming from the carThere was no "goodwill" gesture but rather the car left the dealership and failed on the way homeI was assured and reassured everything would be done to repair the carTo be clear, upon picking up the car from being "serviced" from Rockville Centre, the car overheated, was smoking and never made it home - it stalled before it could make it from Rockville Centre to MineolaThereafter, I spoke to *** *** from Lexus Corporate and *** from Rockville Centre who both assured me that the problem would be remedied.This message response to my complaint is speculative at best and completely denies the discussion had with the dealership and the fact that the car stalled on the way home from the dealership and had to be serviced againThe significance of this is that the car overheated and stalled several times, which, I believe, has caused significant damage to the engine as the car has not been running well ever sinceI was told, assured and reassured that any problems with the car would be fixed by both Lexus Corporate and Lexus of Rockville CentreFurther, I was told, possibly by *** ***, that someone was disciplined, suspended and/or fired for theirnegligence in allowing the car to leave the Rockville Centre service station simply to fail on the way back to my homeLexus of Rockville Centre is acting inappropriately and contrary to law in completely denying these allegations - that their service center failed to remedy the problem, the negligence that was allegedly remedied by the aforementioned "goodwill" gestures and their failure to diagnose and remedy the problemAccordingly, I would demand that Lexus of Rockville Centre produce all of the service records and this will rebut the allegation that these repairs were made in "good will" but rather show that the car failed as a result of this "repair" and Lexus of Rockville Centre said that they would remedy the issue and did notIt seems, from this response, that Lexus of Rockville Centre inappropriately dismissed the claim and Lexus Corporate complied with Lexus of Rockville Centre's actions - the acts and/or failure to act by the Rockville Centre Service Center damaged the car and Rockville Centre refuses to acknowledge or remedy the longstanding effects of the car's being driven in such a condition, overheating and continued stalling*** ***, *** ***, *** *** and *** (last name currently unknown) from Lexus Corporate (California) all have been informed of this issue and have acknowledged that there were more services performed on this car in the month of June thus contradicting the aforementioned responseAccordingly, *** ***'s response is incomplete and misleading - the car failed after I paid for service and attempted to drive home from the service centerI immediatelycalled the service center and they said they were closed for the dayThis prompted my phone call to Lexus Corporate where I spoke with *** ***.Lexus of Rockville Centre asked that I try to drive the car back to the dealership, which I did, at which point the car again overheated and the aforementioned agent of Lexus Rockville Centre made the admission which he didThis all occurred within the month of June/July 2014.I have been in contact with both Lexus Corporate and *** ***, the *** *** of both the *** and Rockville Center Lexus locationsI never before spoke to *** *** and, unfortunately, I am forced to continue to pursue this matter until a resolve - something which I was unable to do at the time (June/July,2014) because I was moving from my residence, leaving my job and starting a businessI continued to rely on the assurances and reassurances from Lexus Corporate and Lexus of Rockville CentreTo my dismay, I relied upon the representations from Lexus and the continued assurances and reassurances that the car did not suffer damage - something which is, obviously, far from the truthAccordingly, the car was supposedly serviced at Rockville Center in June/July, and the supposed defective part was removedUpon leaving the dealership, as I stated, the car overheated and stalled - it never made it home and there was damage to the engine as a resultSomething as simple as a compression test done by the dealership could possibly confirm or deny this - Lexus refuses to perform tests, provide documentation to me, or service the car at this pointIndeed, the *** Service Centre (by *** ***) refused to service the car after its latest service (February) and instructed me to speak to Lexus of Rockville CentreThere have been continued problems (the latest of which service was sought was February, 2014) with the car since this occurrence at Lexus of Rockville Centre and the car still has check engine lights on after nearly three weeks of service at Lexus of ***Those check engine lights are still on*** *** of *** Lexus said that the problems came from the Rockville Centre Lexus and they are independently owned - *** *** said I should take my problems to Lexus of Rockville CenterLexus Corporate (*** as of 3/**/at 2:PM) said I should seek legal action against the Lexus of Rockville CentrePlease do not close my complaint - I respectfully request that documentation of servicing be produced by Lexus.Thank you for your kind consideration
*** ***

In an effort of customer good will Lexus of Rockville Centre has agreed to pay $for the disposition fee and tax associated with the disposition fee to Nissan Motor Corp MrsRomero has been informed and is happy with the decision

Revdex.com:I have
reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I traveled over hours , rented a car, booked a hotel room and cost me money for gas and tolls. $16,300 isnt enoughi already paid sales taxes on it alsoso I would lose a lot of moneyI dont think I am being unreasonablewhat I asked for was simpleThis isnt a matter where I will resti will push this matter all the way up to the Attorney GeneralI already consulted with a attorney and the advise me to see what I can settle with the dealer first before the sitaution gets ny bigger
This is my last attempt to settle, I will not go back and forth
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

In an effort of customer good will Lexus of Rockville Centre paid [redacted] $170 for her tickets.  The check was cashed on June *, 2016

New York, like most states, requires dealers to disclose damages to a new vehicle that occurred prior to sale and delivery to a consumer or
another dealer when those damages exceed a threshold amount. In NY, if the retail cost of parts and labor exceeds 5% of MSRP, dealers must
give a written notice to the consumer. As stated in my prior correspondence there is NO RECORD of any bodywork repairs conducted by us prior to the new vehicle delivery date.
Regretfully due to the age, the vehicle is no longer covered by the New Car Corrossion Warranty. I therefore strongly urge the customer to contact Lexus of North America to make them aware of the  paint defects  so that they may conduct an investigation.
We are a reputable Lexus Dealership that prides itself on customer service. Our goal is to assist our clients however, we cannot be held accountable for something we did not do.

We contacted [redacted] and offered a complimentary detail with a pick up and drop off service as required. We will continue to offer a shuttle service provided an appointment is made and a shuttle is requested. [redacted] agreed verbally to this offer on 8/**/16.

I think in this case the customer is being unreasonable.  No one here forces anyone to purchase a vehicle.  With that being said we are willing to buy back the vehicle for exactly what he paid for it $16,300. [redacted]

Revdex.com:
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:

Will accept warranty after I recive the copy. They sold as lexus certified with bad condition of tyres which is not fair at all. Need resolution with the tyres as well.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The vehicle was serviced on 3/**/14 at 69,134 miles for a factory recall to replace the intake camshaft gears and an oil change. The customer returned on 4/**/14 complaining we left and engine cover loose and it was making a flapping sound. We found the engine cover was secure but the right rear...

mudguard was loose. We re-secured it at no charge to the customer.On 6/**/14 with 73,663 miles, the customer returned with a complaint of the check engine light is on and the vehicle had no power. We found the trouble code [redacted] for the bank two exhaust oil control valve. This valve has nothing to do with the previous work we did on the car and did not fail due to poor workmanship still, we replaced it at no charge to the customer. We also found the water pump was noisy and the vehicle needed front and rear brakes. The customer called the [redacted] of the store and the [redacted] decided to not charge him for any work that was needed. He felt that the noisy water pump and the brake wear should have been seen at the last service visit. The water pump and the left rear caliper was replaced under Lexus warranty as a goodwill gesture and the remaining brake pads and rotors were supplied and installed at no charge to the customer by the dealer. The vehicle left the dealer on 6/**/14 and has not returned for service since. There was no incident w here the vehicle left and came back without oil. The customer has been servicing at another Lexus dealer(two oil changes have been performed by that dealer) and we have not seen the vehicle since the last repair. An engine that has "seized" due to lack of oil would not run a few hundred miles, much less 10,000 miles as is the case with this engine. We decline any assistance.  [redacted]

The warranty has been sent to the client. Signed by the client and is now in affect.  In addition from the first complaint the client now seeks 4 new tires for his vehicle based on an inspection by another dealer.  Lexus of Rockville Centre will replace 4 tires if our own inspection states the same.

Dear [redacted],
I have reviewed the service history for your vehicle and can confirm that NO BODYWORK REPAIRS were conducted by our dealership either before or after the date you took delivery of your veihlce.
I do not however have the ability to validate if any repairs were conducted by...

Lexus of North America prior to the shipment of the vehicle to our dealership.
As the vehicle is no longer covered by the 72 month Lexus Corrosion Perforation Warranty my recommendation would be for you to contact Lexus Customer Care at [redacted] and ask them to investigate the matter further.
Sincerely
[redacted]
[redacted]
[redacted]

Review: I was told to leave a $500 check they will not deposit it. They said do not worry you do not need a receipt because it will stay on our desk.Desired Settlement: Refund ASAP

Business

Response:

THE PREOWNED [redacted] SPOKE TO THE CLIENT AND THEY WILL BE PICKING UP A REFUND CHECK THIS EVENING. I WAS TOLD THE CLIENT WILL BE WITHDRAWING THEIR COMPLAINT

Review: I bought my car, a Lexus RX 400H, from this Lexus of Rockville Center dealership in 2006. At that time I was told this was a new car with no prior work done on it. It was purchased as a brand new car. The car operated well and still operates well, however 4year prior I started to notice chipping of the top coat of pain on the hood of the car only. I was then living in Cincinnati and took the car to the dealership there and was informed they could not help me and I had to take the car to the dealership I bought the car from. They could not tell me why the top coat of paint was coming off. They did say it appeared the hood had been painted over after-factory which I was never informed of when I bought the car and have never done myself. Over the years this chipping worsened and started developing in other spots on the hood. The car now looks like it should be junked. Now that I am back in the New York area, living in [redacted], I took the car to the local dealership who told me the same thing I was told in Cincinnati, that the hood was painted after-factory and I should bring it to the dealership I bought it from. I was able to bring the car to the Rockville Center Lexus dealership on September [redacted] for routine service and this issue. I was told the [redacted] and someone else needed to see the car. The [redacted] that day took pictures of the hood, the VIN number and all needed information to find out why my hood was doing this and if it was truely painted over after-factory. They would not tell me if the [redacted] thought the hood was painted over or not. I was told they would call me in a few days once everyone had a chance to see the pictures, investigate the car further and speak to Lexus about why this would happen. I was called for a routine after survey call later the next week and informed them I was still waiting for a call on this. She informed me the message would be transferred to the service department and they would call me back. I never received a call back. I called back twice over the next few weeks and left messages for calls back regarding that service but again have not received any calls back. I would like an explanation for why this occurred on my hood, agreement that the hood was painted after-factory and correction of the issue so that my car looks like it should.Desired Settlement: I would like an explanation for why this occurred, agreement that the hood was painted after-factory and correction of the issue to repain my hood so that it looks as it should. I am not requesting any money back or anything else. I truely just want to have my hood fixed. Thank you.

Business

Response:

Dear [redacted],

I have reviewed the service history for your vehicle and can confirm that NO BODYWORK REPAIRS were conducted by our dealership either before or after the date you took delivery of your veihlce.

I do not however have the ability to validate if any repairs were conducted by Lexus of North America prior to the shipment of the vehicle to our dealership.

As the vehicle is no longer covered by the 72 month Lexus Corrosion Perforation Warranty my recommendation would be for you to contact Lexus Customer Care at [redacted] and ask them to investigate the matter further.

Sincerely

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]

To whom it may concern,

I have received a call from the [redacted] at Lexus of Rockville center today who stated that he needs their engineer to see my car in person prior to making any decisions. He reported it appeared as if the car hood was painted by the pictures taken but could not give me any more information. He also offered that I could go to another Lexus dealership closer to me and deal with them about my issue being well aware that I had already done that and was referred back to the dealership I bought the car from. He stated he would call me back later today after discussing with their engineer regarding a suitable time to have my car inspected. I am still waiting for his call back.

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

Sincerely,

Business

Response:

New York, like most states, requires dealers to disclose damages to a new vehicle that occurred prior to sale and delivery to a consumer or

another dealer when those damages exceed a threshold amount. In NY, if the retail cost of parts and labor exceeds 5% of MSRP, dealers must

give a written notice to the consumer. As stated in my prior correspondence there is NO RECORD of any bodywork repairs conducted by us prior to the new vehicle delivery date.

Regretfully due to the age, the vehicle is no longer covered by the New Car Corrossion Warranty. I therefore strongly urge the customer to contact Lexus of North America to make them aware of the paint defects so that they may conduct an investigation.

We are a reputable Lexus Dealership that prides itself on customer service. Our goal is to assist our clients however, we cannot be held accountable for something we did not do.

Review: When asked the grade of fuel used by the vehicle, the salesman replied that it used regular gas. Upon reading the manual, however, I discovered that 91 octane or higher was required. Had I known this, I would not have signed a lease for this car. I relayed this fact initially to the salesman and then to [redacted], [redacted], and received no acknowledgement.Desired Settlement: Return of the vehicle and issuance of a credit for the amounts charged to my [redacted] card

Business

Response:

I spoke to [redacted] on July [redacted] 2014 and his primary concern is that he feels that the salesperson misled him regarding the type of fuel that the Lexus IS250 may use.

I explained to [redacted] than indeed the manufacturer recommends that premium gasoline be used however, the occassional use of regular octane fuel would not be harmful to the engine or effect the terms of the warranty.

I agreed with [redacted] to contact Lexus of North America to obtain the official OEM position regarding the use of regular octane fuel and will forward their disposition to him.

I am awaiting a response from the manufacturer at this time.

Sincerely

Review: Highly upset new customer!

I recently leased a vehicle at Lexus of Rockville Centre in February. I had a prior Lease with Nissan, and the salesperson assured me that the End of Lease Liability for the 2012 Nissan Altima would be paid off in full.

On March [redacted] 2015 I received an End of Lease Statement from Nissan Motor Acceptance Corporation with a remaining balance of $489.85 which Nissan indicates I still owe. Lexus Of Rockville Centre did NOT make a "Deal In Good Faith!"

I spoke with the "Salesperson" who advised me that it was entirely my responsibility and that they were not responsible for payment, then she became very aggressive and disrespectful over the phone. I asked to speak to [redacted] ([redacted]) who has no time to acknowledge my phone calls or return them either. I was really hoping to build a positive relationship with Lexus of Rockville Centre, like my prior experiences with Nissan.

I don't think I should be responsible for payment after being assured that they would handle and not to have any worries!Desired Settlement: Balance should be paid in full, as promised

Business

Response:

In an effort of customer good will Lexus of Rockville Centre has agreed to pay $429.07 for the disposition fee and tax associated with the disposition fee to Nissan Motor Corp. Mrs. Romero has been informed and is happy with the decision.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,