Lexus of Sacramento

The reason as to why I'm rejecting their lack of an apology is because they've completely exiled me from the dealership due to accuasationsThey're committing character assassination and practicing medicine without a licenseThis may sound absurd but it's the truthThis all came about once I filed this complaint against them and from that point on they've taken great offense to this and have come up with nonsense excuses to try and get rid of meThey claim I'm "unstable and they consider me dangerous and I pose a threat to their staff's safety and the customers because they don't know what I'm capable of, as well as I yell and scream at them and disrupt business and scare customers." Prior to me filing this complaint they've never said such thingsBut last time I checked, only doctors of medicine and licensed psychiatrists can diagnose individuals to be dangerous and unstableI know this for a fact because I work for a hospital with doctors everydaySo either Lexus has doctors I don't know about or they're claiming to be doctors and practicing without a licenseEven worse is that the corporate and regional office levels are supporting these claims and telling me that I have participated in such behaviorsProblem is, I have eye witnesses that are willing to testify in the court of law that this company is lying and possibly committing fraudulent acts against meI still don't understand what their problem is but all I wanted was my car to get fixed and now it's led to all of thisI know they don't want to admit they're wrong but to stoop down to this level is just patheticI want them to produce the surveillance recordings of my so called "dangerous and threatening" behavior because I want to see exactly what they're attempting to claim hereLike I said before, I have eye witnesses that will testify otherwise because I have never conducted myself in such a manorIt's now to the point this entire company is out to get me and I want the world to know how Lexus treats their customersIf there is any possible way for the CEO to see this I would greatly appreciate itPlease hear me out Revdex.com and let me know if you need anything elseThank you

I am rejecting this response because: This dealership has failed to do everything they
possibly can in order to make things rightWith that said, chilling new developments have occurred since the original complaint was draftedI must continue to expose the corruption this dealership, let alone company has been participating in because people need to know who they're actually doing business withI'm not exactly sure if I need to file a new complaint or if it can be done here so for now I'll hold off until the Revdex.com explains what to do next

Our Serice Manager and myself met with the customer in my office. Unfortunately, we are unable to come to a satisfactory resolution for the customer in regards to this situation

The reason as to why I'm rejecting their lack of an apology is because they've completely exiled me from the dealership due to false accuasations. They're committing character assassination and practicing medicine without a license. This may sound absurd but it's the truth. This all came about once I filed this complaint against them and from that point on they've taken great offense to this and have come up with nonsense excuses to try and get rid of me. They claim I'm "unstable and they consider me dangerous and I pose a threat to their staff's safety and the customers because they don't know what I'm capable of, as well as I yell and scream at them and disrupt business and scare customers." Prior to me filing this complaint they've never said such things. But last time I checked, only doctors of medicine and licensed psychiatrists can diagnose individuals to be dangerous and unstable. I know this for a fact because I work for a hospital with doctors everyday. So either Lexus has doctors I don't know about or they're claiming to be doctors and practicing without a license. Even worse is that the corporate and regional office levels are supporting these claims and telling me that I have participated in such behaviors. Problem is, I have eye witnesses that are willing to testify in the court of law that this company is lying and possibly committing fraudulent acts against me. I still don't understand what their problem is but all I wanted was my car to get fixed and now it's led to all of this. I know they don't want to admit they're wrong but to stoop down to this level is just pathetic. I want them to produce the surveillance recordings of my so called "dangerous and threatening" behavior because I want to see exactly what they're attempting to claim here. Like I said before, I have eye witnesses that will testify otherwise because I have never conducted myself in such a manor. It's now to the point this entire company is out to get me and I want the world to know how Lexus treats their customers. If there is any possible way for the CEO to see this I would greatly appreciate it. Please hear me out Revdex.com and let me know if you need anything else. Thank you.

Review: I brought my vehicle into Lexus of Sacramento to have a factory recall issue addressed. All parts and labor costs were covered by Lexus. I dropped off my vehicle on Friday 04/01/16 at approx 6pm PST. I was met my [redacted] who is a Service Consultant handling my maintenance request. She was helpful and arranged for a loaner vehicle to be provided at no cost. On Monday 04/04/2016 I arrived at the dealership to pick up my car and return the loaner. My car appeared to have been detailed which is common for a high end dealership to do after a vehicle has been serviced. As I was transferring my personal items from the loaner vehicle to my car, I notice damage to the paint on the hood and front bumper cover. There are at least 6 areas where the clear coat has peeled off, creating a significant blemished appearance to the front of the vehicle. Prior to service, my vehicle did have rock chips on the front bumper, but the clear coat was not peeling and remained intact. When I brought the damage to the attention of a sales manager on site, he said they had only washed the vehicle in their "automated" car wash. He let me keep the loaner and said the Service Director [redacted] would contact me the next day to discuss the issue. At 9:40am on Tuesday 04/05/16 I received a call from [redacted] who asked me to come out to the dealership so we could inspect the car together and discuss the matter. I arrived at the dealership at approx 10:45 and met with [redacted]. He insists the damage was pre-existing and not caused by the dealership. He and the GM [redacted] replayed a security camera footage of my arrival on 4/1 point to glare from lighting reflecting on my hood and interpreting it as damage. The first thing I rebutted is the "glare" spot on video was clearly in a location on the hood where no damage was found. When I ask for a copy of the video footage so I can further review, I was declined. Lexus is to be held responsible damages that occurred while vehicle is in their custody.Desired Settlement: Lexus of Sacramento is responsible for returning my vehicle in it's original condition. The service consultant who completed the intake paperwork failed to properly notate my vehicle's overall condition leaving t Any damages that occurred while my car was in their possession should be repaired at their expense. In addition, I should be compensated/reimbursed for loss of use of my vehicle or they can provide a vehicle of equal or greater value/quality for the duration of my vehicle's restoration

Business

Response:

After speaking to the customer. We went out to look at his vehicle. The 2006 car had a large multitude of rock chips on the hood and front bumper cover. The clear coat was bubbling in various places. We saw the areas of his complaint where the clear coat had peeled off the hood and under the headlight on the bumper cover. During his service we only washed the car. We did not detail or buff the vehicle. Our automatic car wash does not strip off clear coats from the color coat. It is our professional opinion that the clear coat had a bonding issue before the vehicle came for service. In the interest of customer satisfaction we are offering to pay half of our dealer cost to repaint the hood and front bumper cover. Likewise, the customer would need to pay the other half of the cost. We do not own a body shop but have a local shop down the street that we use.

Consumer

Response:

I am rejecting this response because: I have requested a copy of the security camera video footage the dealer replayed for me. It's the dealer's position that the video shows the damaged clear coat prior to them servicing my vehicle. They have not claimed responsibility for the damages. I want to have the video reviewed by a 3rd party. I have been accused of falsely misrepresenting the condition of my vehicle. The Service Consultant who did the initial intake paperwork failed to document the overall condition of my car when I dropped it off. I acknowledge the front bumper cover has rock chips, however all the clear coat was intact. My car was delivered to me with new damage to the paint while the car was in custody of the dealer. Lexus of Sacramento should have a "garage keepers" policy or other form of insurance to cover my loss.

Business

Response:

The main issue is that there is nothing that we did to Mr. [redacted]’s vehicle that would cause the clear coat come off the car. We wash over 100 cars a day and do not have this issue. There was obviously a pre-existing problem with the paint before it came to our dealership. If there is an issue that we responsible for, then stand behind our work and take care of it. In this case, we cannot in good conscious pay for the hood and bumper to be repainted. We feel paying for half the cost is generous and fair for both parties. We would be happy to re-inspect the vehicle with you and Mr. Jatz at the dealership if you think that would help the situation.Sincerely,[redacted]Lexus of Sacramento

Consumer

Response:

I am rejecting this response because: My vehicle is washed weekly and never before has there been an issue with the clear coat. First the dealer claims the damage was already there, but won't release the "proof video" to be reviewed. Now saying "they had nothing to do with it" is completely false and unsubstantiated. I want the individuals who washed/detailed my vehicle to provide a written statement of the methods that were used. They need to accept responsibility and remedy the matter accordingly.

Review: I purchased a brand new Lexus in September of 2014 and the vehicle has been nothing but problems since. Unfortunately, Lexus has failed to repair the vehicle and believe it or not, has made matters worse and continues to make me drive the defective car. This complaint is more than just the product itself, the customer service and repair attempts were completely unprofessional and need to be addressed. Examples of this would be, every time I entered the dealership I was viewed as some young kid off the street complaining about his brand new car. However, the only time I was taken seriously was when I came in wearing my Army Combat Uniform. Knowing that I serve in the military, Lexus still treated me as if my concerns didn't matter to them. Out of the 10 times spent at the dealership within 3 months of ownership, they continued to sweep my problems under the rug like they weren't of great importance. If they don't have the integrity to stand behind their product then why are they working for the company. I'm baffled at the lack of professionalism displayed by this dealership and company. Not once was I afforded the opportunity to speak with the General Manager after numerous requests. I want people to know what kind of place this is and how they conduct their business because I'm positive I'm not the only person who has been wronged by these people. They couldn't care less about their customers and better yet veterans or service members of our armed forces. I highly advise people to avoid shopping here due to the nightmare I continue to go through with them. Their negligence speaks for itself and I'm shocked they've been in business for so long.Desired Settlement: Buy back the defective vehicle and give me a full refund of all money that has been spent on the vehicle to include down payment, monthly car payments, taxes, titles, fees, and all applicable money that is owed to me by law.

Business

Response:

Our Serice Manager and myself met with the customer in my office. Unfortunately, we are unable to come to a satisfactory resolution for the customer in regards to this situation.

Consumer

Response:

I am rejecting this response because: This dealership has failed to do everything they possibly can in order to make things right. With that said, chilling new developments have occurred since the original complaint was drafted. I must continue to expose the corruption this dealership, let alone company has been participating in because people need to know who they're actually doing business with. I'm not exactly sure if I need to file a new complaint or if it can be done here so for now I'll hold off until the Revdex.com explains what to do next.

Consumer

Response:

The reason as to why I'm rejecting their lack of an apology is because they've completely exiled me from the dealership due to false accuasations. They're committing character assassination and practicing medicine without a license. This may sound absurd but it's the truth. This all came about once I filed this complaint against them and from that point on they've taken great offense to this and have come up with nonsense excuses to try and get rid of me. They claim I'm "unstable and they consider me dangerous and I pose a threat to their staff's safety and the customers because they don't know what I'm capable of, as well as I yell and scream at them and disrupt business and scare customers." Prior to me filing this complaint they've never said such things. But last time I checked, only doctors of medicine and licensed psychiatrists can diagnose individuals to be dangerous and unstable. I know this for a fact because I work for a hospital with doctors everyday. So either Lexus has doctors I don't know about or they're claiming to be doctors and practicing without a license. Even worse is that the corporate and regional office levels are supporting these claims and telling me that I have participated in such behaviors. Problem is, I have eye witnesses that are willing to testify in the court of law that this company is lying and possibly committing fraudulent acts against me. I still don't understand what their problem is but all I wanted was my car to get fixed and now it's led to all of this. I know they don't want to admit they're wrong but to stoop down to this level is just pathetic. I want them to produce the surveillance recordings of my so called "dangerous and threatening" behavior because I want to see exactly what they're attempting to claim here. Like I said before, I have eye witnesses that will testify otherwise because I have never conducted myself in such a manor. It's now to the point this entire company is out to get me and I want the world to know how Lexus treats their customers. If there is any possible way for the CEO to see this I would greatly appreciate it. Please hear me out Revdex.com and let me know if you need anything else. Thank you.

Review: We purchased a Certified Pre-Owned 2011 Lexus 450h from this dealership on 2/22/14. On 4/24/14, we find that there is a rattling noise when driving the vehicle and bring it to a nearby Lexus dealership to have them discover that the front left wheel was not securely bolted to the vehicle. 4 of the 5 lug nuts on that wheel were loose according to the mechanic. This could've resulted in a fatal accident endangering my life as well as my unborn child and the rest of my family. I reviewed the 161-point mechanical inspection list and checking the wheel lug nut torque was supposedly completed. I find this to be false information. This type of negligence is unforgivable.Desired Settlement: Free extended warranty coverage for this vehicle.

Business

Response:

After receiving an email from our customer stating that she was told by another Lexus dealer that the 4 out 5 lug nuts on the left front wheel were loose, I have attempted to contact the customer numerous times by email and telephone. I have not received a return call or email. I would like to speak with her in order to come to a resolution of the situation.

I was able to contact the service writer at the dealership that discovered the loose lug nuts. He stated that 1 or 2 lug nuts were tight and at least 3 were loose. He stated that they tightened the lugs nuts. I have no explanation as to why, after 2 months and 2000 miles of driving, the vehicle had loose lug nuts. It is our policy to torque each and every lug nut on the wheel whenever it is removed and replaced.

As I stated above, I would very much like to speak with the customer. We always strive to have completely satisfied customers at Lexus of Sacramento.

Review: I had taken my IS250 in to the Sacramento Lexus for a scheduled recall service. At the appointment, I was asked if I had any other problems/concerns with my vehicle, I said yes. I explained that over the past 2 months that specific lights would randomly pop up on my dash, these included, Check VSC, traction control, ABS, Break. I was told that they had to hook it up to the diagnostic anyway to clear the recall and therefore, would let me know what comes up. Hours later I receive a call from the Service Tech letting me know that nothing came up on the diagnostic and that, other than my water pump and cracked drive belt, everything was totally fine with my car. I agreed to have the repairs done and picked my car up 4 days later. The next day, the lights came on again, so I called Lexus of Sacramento and spoke with the same Service Tech and told her what was happening, she said that everything was fine with my car when they checked and next time the lights come on to drive directly to the shop so they can see the lights on for themselves. Two days later the lights come on yet again, on my drive home from work, but this time my car dies. I am stuck in a bad area, blocking a fire lane and driveway access, and it's 106 degrees outside. I call Sacramento Lexus again and the Service Tech on the phone tells me, oh yeah, that's your alternator, but we close in 30 minutes - as I was planning on towing my car to Lexus but would need a loaner car. So here I am out of luck. The following morning I called Lexus of Sacramento, for the last time, and was transferred between three different Service Techs, while trying to get to the original Tech who spoke with me regarding the issue with my vehicle, but she seemed to be on the phone or unavailable. I did express my issue with one of the three Techs but was told that there was nothing they could and I should speak with the original Tech as she may be able to work with me. I ended up taking my vehicle to another shop for the repair.Desired Settlement: [redacted] did the repairs and tried working with me a little and expressed their apologies for the misdiagnosis at the Sacramento location, but I feel like Lexus of Sacramento failed to do their job accurately and thoroughly and as a result, I ended up stranded for several hours, 5 to be exact, in the heat, no restroom, no water in an unsafe location for a female to be alone in, waiting for a tow truck - which could have all be prevented had they properly diagnosed my vehicle!

Consumer

Response:

Consumer states that the business has contacted her directly. The business apologized, offered a free oil change and also a complimentary detail. Consumer has accepted the offer and considers the matter resolved.