Lexus of Serramonte

Initial Business Response / [redacted] (1000, 9, 2015/03/12) */ "It appears the vehicle in question had a foreign substance introduced to the gas tankWe have seen this condition a few times before, usually it is due to a bad batch of gas being pumped into the vehicleIn the past the client's insurance has sometimes covered the claim minus any deductiblesThe client's insurance did send an adjuster to look at the vehicleThey agreed with our findings however would not approve the claimLexus of Serramonte has offered the client a generous discount to do the work because of the circumstances and the rarity of the situation The customer has accepted the discount the vehicle has been repaired, we were able to get Lexus the manufacturer to participate $of the repairThe client is now driving the vehicle" [redacted] General Manager Lexus of Serramonte Phone XXX XXX XXXX Fax XXX XXX XXXX email [redacted] @lexusofserramonte.com URL www.lexusserramonte.com Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/03/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not agree with Mr ***'s comment, however, we have no choice to pay for the repair cost on our own expense The followings are some thoughts to address our disagreements, We have pumped the bad gas from bad gas station This car was purchased as a brand new car from Lexus of Serramonte with a "full loaded gas tank"The issue "gas pump nozzle keeps turning off " was appeared when we tried to figas in the very first time from Costco gas station and since with many other gas stations Lexus of Serramonte should also investigate internally to prevent similar incident which could happen to other loyal customers Appraisal report from Ameriprise did not show any correlation to Lexus of Serramonte's findings, and Lexus of Serramonte responses are not consistent Appraiser indicated in the Appraisal report from Ameriprise insurance, "I do not know what the substance is and the service tech said that he has never seen this before." Lexus/Mr***'s response, "We have seen this condition a few times before, usually it is due to a bad batch of gas being pumped into the vehicle..The client's insurance did send an adjuster to look at the vehicleThey agreed with our findings." We did not hear back for scheduling of repair work on FebWe went to Lexus on Feb28, no one else in the service department is willing to take care of repair request due to the service rep and the manager were offWe mentioned the situation to Mr [redacted] (business) and asked if we can get a discount for the repairOn March 4, we were notified to receive a 10% discount What we have learned from this incident is "we had a bad luck"Seems like there's no way to get immediate solution in determining if this is a manufacturer defect Auto insurance company can't help much eitherEverything is determined by the Lexus of Serramonte Overall, we'd like to Thank MrHart for his provision in coordinating repair work and discount

Initial Business Response /* (1000, 8, 2015/09/28) */
we have already contacted Mr. [redacted] back around September 19th he made an appointment for yesterday the 27th. we were able to accomidate him ad move him to a new 2015 Lexus

Initial Business Response /* (1000, 10, 2016/01/19) */
We contacted Mr. [redacted] after receiving the complaint. We made arrangements with him to take his car to Autobahn Mercedes. His car has been repaired and the issue has been resolved.
If I may be of any further help to you, please let...

me know.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am happy my car has been repaired but am still unhappy about the money and time that was spent on getting diagnostics and traveling to multiple dealers.

Initial Business Response /* (1000, 5, 2014/10/08) */
I received your letter regarding Mr. [redacted]'s refund and just wanted to let you know that we are processing another refund for him. I just spoke with him on the phone a few moments ago and we agreed that I'd call him when the check is...

ready for pick up here at the store. He seemed satisfied with this arrangement and I expect to have this issue completely resolved very shortly.
Let me know if you have any further questions.
Initial Consumer Rebuttal /* (2000, 7, 2014/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 9, 2015/03/12) */
"It appears the vehicle in question had a foreign substance introduced to the gas tank. We have seen this condition a few times before, usually it is due to a bad batch of gas being pumped into the vehicle. In the past the client's...

insurance has sometimes covered the claim minus any deductibles. The client's insurance did send an adjuster to look at the vehicle. They agreed with our findings however would not approve the claim. Lexus of Serramonte has offered the client a generous discount to do the work because of the circumstances and the rarity of the situation.
The customer has accepted the discount the vehicle has been repaired, we were able to get Lexus the manufacturer to participate $600.00 of the repair. The client is now driving the vehicle".
[redacted]
General Manager
Lexus of Serramonte
Phone XXX XXX XXXX
Fax XXX XXX XXXX
email [redacted]@lexusofserramonte.com
URL www.lexusserramonte.com

Initial Consumer Rebuttal /* (3000, 11, 2015/03/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not agree with Mr [redacted]'s comment, however, we have no choice to pay for the repair cost on our own expense.
The followings are some thoughts to address our disagreements,
1. We have pumped the bad gas from bad gas station
This car was purchased as a brand new car from Lexus of Serramonte with a "full loaded gas tank". The issue "gas pump nozzle keeps turning off " was appeared when we tried to fill-up gas in the very first time from Costco gas station and since with many other gas stations.
Lexus of Serramonte should also investigate internally to prevent similar incident which could happen to other loyal customers.
2. Appraisal report from Ameriprise did not show any correlation to Lexus of Serramonte's findings, and Lexus of Serramonte responses are not consistent

Appraiser indicated in the Appraisal report from Ameriprise insurance,
"I do not know what the substance is and the service tech said that he has never seen this before."
Lexus/Mr. [redacted]'s response,
"We have seen this condition a few times before, usually it is due to a bad batch of gas being pumped into the vehicle. ..The client's insurance did send an adjuster to look at the vehicle. They agreed with our findings."
3. We did not hear back for scheduling of repair work on Feb. 27. We went to Lexus on Feb. 28, no one else in the service department is willing to take care of repair request due to the service rep and the manager were off. We mentioned the situation to Mr. [redacted] (business) and asked if we can get a discount for the repair. On March 4, we were notified to receive a 10% discount.
What we have learned from this incident is "we had a bad luck". Seems like there's no way to get immediate solution in determining if this is a manufacturer defect.
Auto insurance company can't help much either. Everything is determined by the Lexus of Serramonte.
Overall, we'd like to Thank Mr. Hart for his provision in coordinating repair work and discount.