Lexus of Rockville Centre

Review: First off I would like to address the way the sales representative handled the whole sales transaction. From the start I felt pressured into a bad deal. The car salesman and I never talked about a price for the car or any sort of numbers dealing with the car. When the contract was shown to me, I asked the sales rep if I can go to a private room n go read over the contract. His response was "we have to this deal quick because the banks are going to close". Even more pressure being put upon me. Me being a young consumer, and knowing I wanted to get into a car, they see that as an advantage to them and what did the sales rep do, he took advantage of me. So when it was time to sign the contract he just pointed to the places I needed to sign in a "rushed" manner, trying to make me sign the contract quick. Looking back it was a huge mistake. Not knowing anything about the contract they added close to $20,000 onto the car from the dealer invoice price. Two things they added on top of the gross capitalized cost of the car(a price we never negotiated or agreed upon ) were optional mechanical breakdown protection and optional maintenance agreement which we never talked about or agreed on. I later found out that the car I purchased already comes with bumper to bumper warranty for 50,000miles/48 months but they added this optional mechanical breakdown protection without my knowing. Also the optional maintenance agreement supposedly covers my maintenance but when I went for service I paid out of pocket for it. All in all I hope this place of business seriously sees some type of repercussion for practicing this type of sales transactions because I'm sure I'm not the first person to have encountered this from the dealership.Desired Settlement: I would like to talk to the [redacted] of Lexus of Rockvillecentre and talk about my contract agreement and go over the things they promised me but never provided.

Business

Response:

I would be delighted to meet the customer as requested.

In the interim I will ask our archive dept to retrieve copies of the signed paperwork related to the sale of any warranty products purchased by the customer in 2013.

Please let me know a day next week that works best for the client.

Sincerely,

Review: 1ST WHEN I CALLED THE DEALER BEFORE I DROVE OUT TO THE DEALER SHIP. THE DEALER ASSURED ME THAT THE CAR WAS IN PERFECT CONDITION AND NOTHING WRONG. LONG STORY SHORT I SPEND MONEY AND LOTS OF TIME GETTING OUT TO THE DEALERSHIP. 4 HOURS OF TRAVEL TIME. WHEN I GOT THERE THEY WERE SO QUICK TO START THE PAPER WORK BEFORE ME EVEN LOOKIN AT THE CAR. FINALLY AFTER WHEN THEY RAN MY CREDIT AND MADE ME SIGN THE PURCHASE CONTRACT, I SEEN THE CAR. THE CAR WAS A MESS. INSIDE CLOTHS WERE RIPPED UP. FRONT BUMBER COMPLETELY MESSED UP. CAR HAD A SLOPPY PAINT JOB. AND CHIPS AND DINGS EVRYWHERE, TO MUCH TO LIST HERE. I WAS SO UPSET AND FELT SICK TO MY STOMACH ,THEN THE USED CAR SALES MANAGER YELLED AT ME AND MADE THREATS TO ME THAT WAS SO UNPROFESSIONAL. I WAS FORCED AND NO OPTIONS TO BUT BUY THE CAR. ALSO I WAS THERE FOR 6 HOURS! I WAS SO HUNGRY AND TIRED AND AFTER ALL THIS I REGRET BUYING THE CAR. I WILL WRITE REVIEWS ABOUT THIS DEALERHSIP ON EVERY WEBSITE AND MAKE SURE NO ONE EVER GOES THROUGH THIS AT THIS DEALERSHIP I WENT THROUGH. PLEASE DONT MAKE THE SAME MISTAKE I DID BY USING THIS DEALERSHIP. I WILL REACH OUT TO THE CORPORATION OF LEXUS AND ALSO LET THEM KNOW ABOUT THE EXPRIENCE. PLEASE LISTEN TO ME WHEN I AY , SAVE YOUR MONEY AND TIME AND GO TO ANOTHER DEALERSHIP!!!Desired Settlement: I was already forced into buying the car. I would like new winter matts which was promised to me over the phone before I drove out there and I would like a new set of wheels with tires because the wheels onthe car are bubbling and very bad conitions. I am even willing to let them trade out the wheels for the ones I have for new ones. there is really nothing it can make me happy other then the dealer giving me something where I didnt feel ripped off. a nicer wheel with tires would make me feel a little better and no feel like I got scammed. Also a new rear view mirror and a interror part where its completely ripped. the exterrior problems I can deal with if the dealer can make these up to me. It owuld save time and legal fees if they work with me so we dont have to settle this in court.

Business

Response:

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]

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 traveled over 3 hours , rented a car, booked a hotel room and cost me money for gas and tolls. $16,300 isnt enough. I already paid sales taxes on it also. so I would lose a lot of money. I dont think I am being unreasonable. what I asked for was simple. This isnt a matter where I will rest. I will push this matter all the way up to the Attorney General. I 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,[redacted]

Review: This complaint is largely the result of my car being serviced by Lexus and stalling on the way home. My car, a Lexus IS 350, has been exclusively serviced through Lexus manufacturers. Through recalls, oil changes and otherwise, I was a loyal Lexus patron. The car was allegedly serviced yet continues to have the same issues complained of time and time again with no avail.My car has been serviced exclusively through Lexis Dealerships since I purchased it. The car was serviced by the Rockville Centre, [redacted] Lexus Franchise about six or seven months ago, in or around June/July 2014. The car was returned to me by Rockville Centre Lexus, after I paid, without oil and stalled on the way home. I immediately called Rockville Centre Lexus from the side of the road and they told me that they were "closed" and could not help me. I walked home and called corporate. [redacted] from corporate assured me this matter would be addressed and it was not.I again called rockville centre Lexus the next day about the car - they said to attempt to drive it in, which I did. I was able to drive the car (from Mineola, [redacted] to Rockville Centre, [redacted]) albeit there was significant noise, vibration and smoke that began to billow from the car as I approached the repair center. An agent (the intake person) examined the car as it was smoking when it returned to Lexus and immediately stated that "there was no oil" and fluid in the car. To be clear, the car never made it home after I paid the dealership for repairs. The car rested overnight and again smoked, vibrated and rattled as I brought it back to the dealership of which serviced the car AND tried to organize the sale of my car by which another Lexus agent also acknowledge rumbling, rattling and vibration from the engine - acknowledging the defect. I was told that the car was to undergo a full diagnostic and any damage to the car would be repaired if it drove back the next day because "they were closed" shortly after I took the car home. On or about July, 2014 the car was serviced and seized; Since then, there has been engine difficulty. I reported this to [redacted] shortly after the car was "repaired" by Rockville Centre. She never followed up and the case was purportedly closed (as per the statements of Lexus Corporate on or about Tuesday, February **, 2015 at 8:00 AM). The same symptoms have been reported on several occasions to [redacted], explaining the Rockville Centre fiasco, and Lexus Corporate but have fallen upon deaf ears. The car is now at the [redacted] NY Lexis Dealership for well over a week now - in addition to seizing and making rattling and powerful vibrations (felt within the car itself), a number of check engine lights illuminated on or about Monday, February *, 2015 at or around 6:00 PM, after driving the car and, in contrast to what [redacted] of Lexus of [redacted] asserted, when the car was "still warm" and not cold.I demanded that every diagnostic that was supposedly (I was told, assured, and reassured that the engine and car would be diagnosed for any damage, whether long-term or short term) done in the past due to Rockville Centre's negligence and malfeasance be provided to me in writing. Specifically, I demanded the supposed evaluation (specifically that of the engine) that occurred after the Rockville Centre experience. I dealt with both the [redacted] dealership and Lexus corporate since. I have expended a great deal of time trying to remedy this situation. Over the week of February *, 2015, I spent well over ten hours on phones, hold, driving to and from dealerships, talking to people, and requesting confirmation as to whether a diagnostic of my car's engine ever occurred.After a week of driving a loaner, I received the following message in response to my demand:"I called [redacted] Lexus and spoke to [redacted] who advised the vehicle is not misfiring at this time and they were unable to duplicate the condition. He told me that the vehicle is ready for pickup. Lexus has agreed to pay for the diagnostic fee at our Lexus dealership so that thee would be no cost to you. I also wanted to mention that I will be out of the office starting 02/**/15 and returning on 02/**/15. If you call us, another representative can assist. If you require further assistance, please contact Lexus Customer Satisfaction at ###-###-####, Monday through Friday, 5:00 am to 6:00 pm, or Saturday, 7:00 am to 4:00 pm, Pacific Time, or use the following link: [redacted]Sincerely, [redacted] Lexus Customer Satisfaction"This is unacceptable. On February **, 2015 at or around 2:00 PM, I visited Lexus [redacted] servicing. I spoke to the abovementioned [redacted] and asked him if the car was ready for pickup. He said that this was not the case. I showed him the abovementioned e-mail from [redacted] and he said that the car was not ready to be picked up. He indicated that the "belt needs repair" and that he had not examined the engine, that being examining the engine to determine if there was damage as a result of the car attempting to function without the necessary oil, lubrication, that would necessary result in lasting damage. [redacted] went as far as to start my car and another Lexus IS automobile to "compare the sounds." After telling me that the "belt" needed repair and spraying the belt with some sort of liquid from an aerosol can, he said that he couldn't tell what was an obvious difference in sound and additional noise from the two automobiles. After leaving in the middle of the work day to attempt to remedy this situation, I felt belittled. [redacted] said that he never received notes from Rockville Centre and was operating solely based on what [redacted] had said. He indicated that he had no notes, from anyone, as to whether there was an examination after the car was supposedly servicedDesired Settlement: I want a letter of apology and/or compensation for the time expended in dealing with various Lexus counterparts AND one of the following:(1) a complete replacement (a new car);(2) a new engine on the car with a warranty; and/or (3) Lexus to buy the car back at the private market value.

Business

Response:

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]

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:

In response to [redacted]'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/**/14. These problems still persist up and until today. Lexus 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, 2014 after suspicious circumstances required me to obtain another service within months of recalls, oil changes and other problems. This was after previous complaints to Rockville Centre about the performance of the car since previous services by Lexus of Rockville Centre. After 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 stalled. From the dealership, it stalled on the way back to my house. After this event, I never spoke to the [redacted] 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 made. Additionally, 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 car. There was no "goodwill" gesture but rather the car left the dealership and failed on the way home. I was assured and reassured everything would be done to repair the car. To 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 Mineola. Thereafter, I spoke to [redacted] from Lexus Corporate and [redacted] 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 again. The 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 since. I was told, assured and reassured that any problems with the car would be fixed by both Lexus Corporate and Lexus of Rockville Centre. Further, I was told, possibly by [redacted], 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 home. Lexus 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 problem. Accordingly, 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 not. It 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. [redacted], [redacted], [redacted] and [redacted] (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 response. Accordingly, [redacted]'s response is incomplete and misleading - the car failed after I paid for service and attempted to drive home from the service center. I immediatelycalled the service center and they said they were closed for the day. This prompted my phone call to Lexus Corporate where I spoke with [redacted].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 did. This all occurred within the month of June/July 2014.I have been in contact with both Lexus Corporate and [redacted], the [redacted] of both the [redacted] and Rockville Center Lexus locations. I never before spoke to [redacted] 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 business. I continued to rely on the false assurances and reassurances from Lexus Corporate and Lexus of Rockville Centre. To 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 truth. Accordingly, the car was supposedly serviced at Rockville Center in June/July, 2014 and the supposed defective part was removed. Upon 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 result. Something 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 point. Indeed, the [redacted] Service Centre (by [redacted]) refused to service the car after its latest service (February) and instructed me to speak to Lexus of Rockville Centre. There 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 [redacted]. Those check engine lights are still on. [redacted] of [redacted] Lexus said that the problems came from the Rockville Centre Lexus and they are independently owned - [redacted] said I should take my problems to Lexus of Rockville Center. Lexus Corporate ([redacted] as of 3/**/15 at 2:30 PM) said I should seek legal action against the Lexus of Rockville Centre. Please do not close my complaint - I respectfully request that documentation of servicing be produced by Lexus.Thank you for your kind consideration.

Business

Response:

In the [redacted] 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,[redacted]

[redacted]Phone: ###-###-####Email: [redacted]

Review: The Sales Person promised a Certified Pre-Owned car and sold saying that Lexus RX 350. I paid the amount and they gave a Certificate as well. But when I serviced at different Authorized Lexus Dealer and they charged me money saying that this is not Certified Pre-owned. When I contacted the Dealership, they confirmed that they cheated and offered 2 year additional platinum Warranty and never sent that as well.Desired Settlement: Need 3 year additional platinum warranty or mark the vehicle as lexus certified.

Business

Response:

Lexus of Rockville Centre will honor commitment to supply warranty to client good through 3/**/2018 or 100,000 miles with $0 deductible. Warranty has been processed and will be sent over night to client.

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:

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,

Business

Response:

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.