Lexus Of Rockville

Back in 2013, I bought an almost new Acura MDX from this dealership. I dropped $40k for a 2k mile car. The 115 point inspection report indicated that everything was perfect, as expected for a few month old car. I did a quick test drive and purchased the car on the spot. On my way home, at 9 PM, I noticed that headrests were missing in the second row. I contacted my salesperson at Lexus of Rockville, first thing the next morning to report the missing headrests and ask for them. I was told they would look into it and asked me to confirm the color needed. Reviewing the inspection report, it mentioned that all headrest were present and functioning... OK, how thorough was the inspector? Anyway, after too many calls with the sales rep and the dealership manager, and promises, I never got my headrests. We ended up purchasing them and spending over $200 for them. So, although I am ready to purchase a new car, and love the look and reliability of the Lexus, I am just not going to go back there. I will give my business to someone else.

Our General Manger, Don N [redacted] has been in contact with customer to address concerns

In tire warranty takes weeks to month to cancel. The customer was reimbursed full amount. I* *** had an IT glitch these days for some reason. It only took a couple extra days for the customer to get reimbursed. Check was cut immediately once posted on our end.
When customer picked the check up from us, he did not seem unsatisfied

[To assist us in bringing this matter to a close, you
must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response until I received confirmation of the removalThese BOTH show up on my credit reports just like this:
07/12/LEXUS OF ROCKVILLE Unknown - Credit Extension, Review, Or Collection
07/11/LEXUS OF ROCKVILLE Unknown - Credit Extension, Review, Or CollectionRegards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***

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.  I would like to express my gratitude to both the Revdex.com and the business for their help in resolving this matter fairly.  I found the business response to be both swift and well communicated by the general manager.
Regards,
[redacted]

Our Shop Foreman was sent to [redacted] from our General Manager to inspect [redacted] vehicle because the technician at the [redacted] dealer said that her shocks were blown.  After our shop foreman inspected vehicle and took pictures found that was not the case.  Customer stated to...

[redacted] after test drive noise in right front over bumps [redacted] then replaced all 4 shocks that are still covered under warranty, but customer is still concerned about a little noise. 
Scheduled for her to meet with our Lexus Field Technical Specialist today, but due to the inclement weather customer will reschedule.

A check for $185 will be sent to the customer [redacted] at [redacted] VA [redacted] in interest of customer satisfaction.  Customer should receive the check within 10 business days.

Our General Manger, Don N[redacted] has been in contact with customer to address concerns.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: 10359722
I am rejecting this response because: I received an e-mail from Lexus of Rockville, Mr. Don N[redacted] (GM) (please attachment) stating the following "It sounds like the repair [redacted] performed did not fix the problem? I think Lexus will want to inspect the car so let me work on that as well as trying to locate a car that we think will work for you. Call me at your convenience on Friday. In the meantime , have a Merry Christmas!"
Mr. N[redacted] is not honoring his word regarding locating a car that they think will work for me (please see the attached e-mail).  This car has been in the shop 7 times; noise in steering wheel  and wobbling noise right side, two warning lights were on and wobbling noises, noise still existed because tires were cold; noise again in right front and 4 shocks were replaced, wobbling noise again and was told road noise again and twice took car because the brakes were extremely sensitive and making noises and they said nothing was wrong.  However, they have inspected the car 7 times but is still requesting to inspect the car. The inspection will be scheduled for January 23, 2015.  
In the meantime, Mr. N[redacted] needs to honor his e-mail.
This has been a purchase from hell; there has been problem after problem with this car.  The customer service has been horrifying. 
Regards,
[redacted]

Review: I found an online listing for a vehicle at this dealership and made arrangements in concert with my father over a week's time to drive nearly two hours from Pennsylvania to buy the car, a 2006 Lexus [redacted] with about 92,252 miles on it. It seemed like a decent used vehicle in every way. Our salesman Reggie seemed somewhat harried, but we felt we were treated OK in the six hours it took to get this done. The car was there and ready as promised, though someone forgot to get it washed in advance.

I have two gripes. Reggie declared unequivocally that the dealership took special pride in the prep and servicing of used Lexus vehicles, and that this one had received complete flushing and renewal of all fluids, including oil change, brake fluid, power steering fluid, coolant, and transmission fluid. BTW, I did not get this in writing. Hmmmm....

Reality? Only an oil change was ever done, shown by the shop's own service record that was mailed to me about ten days after the purchase was made.

2nd gripe: This vehicle's timing belt interval is 90,000 miles. No mention was made during the sales process of this important item that is now beyond the normal interval, and once again, the service record makes no note of it having been done. Hey, this is a Lexus dealership! Shouldn't someone have noticed this?

I emailed Stan G[redacted], one of the managers, and copied my email to Don Nickles, Kirby Weldon, and Paul Saltzman, all persons in management positions at Lexus of Rockville. I wasn't crude and did not exaggerate, but made my position clear, that i've been "mis-informed," or worse. Stan called me just a few minutes later to protest, but did state that none of those things were done, and the dealership just isn't going to do anything about it.

The four fluid jobs mentioned here have been priced to me locally for $430.00, and the complete timing belt maintenance job will cost about $530.00.

Will Lexus of Rockville do anything at all to rectify this problem? The ball is in their court, and it looks like nobody is stepping up.

Don't trust them! Get it in writing! Even then, don't trust them. BTW, service records I've received indicate that the dealership had this car in inventory for nearly six weeks, maybe more.Desired Settlement: I am currently stationed on active duty at [redacted], NY, nearly an 8-hour drive from Rockville Maryland. I cannot return my vehicle to Rockville for any remedy there. I ask that the dealership provide a billing adjustment equivalent to the cost of getting this service done locally by a repair shop. I won't even ask that it be a Lexus dealer because I know they charge more.

Business

Response:

Our General Manger, Don N[redacted] has been in contact with customer to address concerns.

Review: I was dealing online with one of the sales consultants from Lexus of Rockville and gave me a final out the door price after taxes, fees, and etc. I told him that the price was to my liking so I decided to meet with him later in the week. The day before I asked him again for confirmation about the final out the door price and he said yes of course that's the final price. So today I drive out of state from Virginia to Maryland and once I sit down, he pulls out the sheet with the numbers and then gives a number that is about $2,400 more than what was originally guaranteed. This made me very angry and I just got up and left without saying anything. The tactic he used here was bait and switch with the pricing and that is unacceptable.Desired Settlement: I do not want this to happen to any other customers that walk in there. I would like to be contacted by the general manager in charge and be given an apology.

Business

Response:

General manager is in contact with customer resolving concern.

Review: I purchased a used 2011 [redacted] Sport Wagon from this dealer on July 2, 2014. After the paperwork and sale were completed, the vehicle was delivered to me with only a single key. The issue was raised with both the salesman and the sales manager at the time of delivery where I stated that disclosure of this information would definitely have affected negotiation of the sale due the expected cost of replacement. I was notified that the single key is all that was available for this vehicle and that there was no way to locate the second copy and that the sale was completed so there was nothing they could do. Because a second key is essential as a backup for any vehicle, I took the newly purchased vehicle to an [redacted] dealership for a replacement quote and was given a price of $370 ($250 replacement key + $120 programming/labor).

I contacted Lexus of Rockville with this information with a request to discuss the situation. After multiple attempts, the sales manager contacted me where I discussed splitting the cost of the replacement key with the dealership. The sales manager explained that he would discuss this with the general manager and return contact.

Since that time, I have replaced the key and have attempted to contact the sales manager, original sales man, and general manager on multiple occasions for help resolving this issue and have yet to receive any type of response. The replacement cost of the key is a significant percentage of the total vehicle sale and something that should at least be disclosed up front.Desired Settlement: I would like for the dealership to reimburse me for half of the replacement cost ($185) as originally discussed.

Business

Response:

A check for $185 will be sent to the customer [redacted] at [redacted] VA [redacted] in interest of customer satisfaction. Customer should receive the check within 10 business days.

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. I would like to express my gratitude to both the Revdex.com and the business for their help in resolving this matter fairly. I found the business response to be both swift and well communicated by the general manager.

Regards,

Review: The Lexus of Rockville dealership has sold me car that is a lemon. The car was improperly researched and the dealership failed to give me any background information on the car. They sold me a car that has noted documentation of consistent problems with the previous owner. This was researched by another dealership. I have had complaints about the car days after purchasing it and the dealership has prolonged the process of resolving the issues with me. The car had been in the shop over three times before it was given hard tags. I have consistently insisted on retuning the car but the dealership has been misleading me into thinking/believing that they will fix the issues. I have experienced many inconsistent call backs and a no show for an appointed meeting. I have also been passed along to many different advisors. In the process of the car being towed to the dealership the manager also misplaced the keys to the car. I have been sold a bad product and the dealership does not want to take on the responsibility for misleading me. I have been without a car for weeks. I am still paying a car note for a car I don’t have and barely used.Desired Settlement: I would like a full refund for the car and an apology from the dealership. I do not want the car and I do not want to do anymore business with them.

Business

Response:

The Volvo that she purchased did have some issues, but rather than trying to fix the car our general manager met with her and did a special deal so we traded her out of the volvo and into a brand new Lexus IS250 and she is now a happy customer.