Lexus of Westminster

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowDear Mrs [redacted] ,Could you please give me an update? When I got the message below, I selected the Agreement button and I have been waiting for Lexus of Westminster to send me the $check for the towing (2nd towing) however, I have not received the check from the yet.Please let me know when I may expect the check in the mail.Thank you, [redacted] Regards, [redacted]

To Whom it may concern, The complaint has been resolved and there were no changes made to the customers contractRegards, [redacted] ***

Lexus of Westminster would like to once again state that this forum is not the correct one for resolution of this type of complaint almost four years after the transaction took place However, in response to the complainant's statement regarding the history of the vehicle she purchased, I will provide a response.Ms [redacted] stated in her previous rejection text that Lexus of Westminster would not run a CarFax report on her vehicle In response, I personally had a report run today, 3/23/15, on her vehicle and will be glad to share with her the original printed copy It shows a clean history, with no accidents, and a positive CarFax value adjustment of $based on the clean history and information provided in the report The report history is consistent with what the dealership found when it performed a pre-purchase inspection in that resulted in no evidence of prior collision damage or collision repairs.Ms [redacted] complaint was evaluated and dismissed by the manufacturer previously.Ms [redacted] also stated that she purchased an extended warranty with the purchase of her vehicle The warranty purchased is for mechanical repairs only and would not include coverage on appearance items, exterior or interior trim, or paint There is not a warranty in force that will allow for re-painting of any portions of her vehicle To my knowledge, there is not a warranty available that covers paint for seven + years.The dealership should not be expected to pay for the repaint of any area of her vehicle this long after her purchase of a used vehicle To put into perspective how long it has been since Lexus of Westminster sold this vehicle, Ms [redacted] has owned the vehicle for nearly four years -- about one year longer than the original owner did The vehicle is now over seven years old.Please review the information and close the complaint.Thank you very much

Lexus of Westminster did previously state that in the interest of customer satisfaction we would pay the vehicle owner to have her car towed from one repair facility to another. We did, however, request that the Revdex.com intervene and evaluate if they feel that an uninvolved participant in the repair of the vehicle should be expected to pay for the tow from one facility to another. Had we done as the customer requested, that is accept her vehicle at our facility...as it was originally towed to us, it would have required a second tow to another facility...presumably the body shop that the car eventually would ended up at. That second tow would have cost the same amount the customer paid. Would Lexus of Westminster been expected to pay for that tow as well?I made an outgoing phone call to the Revdex.com to request that a Revdex.com representative evaluate the complaint and determine that Lexus of Westminster should be responsible for the charges to tow the vehicle from one body shop to another. I was promised a call back but did not receive any additional information from the Revdex.com.Again, if the Revdex.com feels that a third party who was not involved in the repair of the vehicle should be responsible for the towing charges to a second body shop, please state so, along with the consumer law statutes that support that decision.Thank you very much.*** ***Service Manager

The customer's vehicle was sent to Lexus of Westminster without previous notice -- had we been previously notified we could have explained to the customer that Lexus of Westminster did not have a body repair facility on site. We do refer unsolicited body shop requests to the nearest shop that
we can confirm has experience regularly working on Lexus vehicles and that we can confirm buys new, genuine Lexus parts to perform repairs. Honda World is the nearest body shop that fulfills those requirements. Had we accepted the customer's vehicle at our Service Center the vehicle would have been dropped off here and then had to be towed a second time to the facility the customer chose -- likely necessitating the $charge she mentioned in her complaint anyway. Lexus of Westminster was in a no-win situation regardless of how we chose to handle the situation.The customer did call the Service Center to express her concern that her vehicle was referred to Honda World. I did speak with her. She expressed dissatisfaction with the situation, expressed dissatisfaction about our personnel and expressed dissatisfaction with having to pay to have the vehicle towed to a second body shop well out of the immediate area. She did not, however, ask specifically for reimbursement of $290. I did not offer reimbursement because I did not feel as if we should pay for a towing from one facility to the next when we were not involved in any aspect of the actual repair of the vehicle.In the interest of customer satisfaction, we will provide the customer with a check for $290. I would ask, however, before we do, for the Revdex.com to evaluate the concern and determine that Lexus of Westminster was involved enough in the repair of this vehicle to the extent that we should pay for the tow bill from one body shop to another 30+ miles away. If the Revdex.com provides a reasonable explanation of why we should pay for the additional tow, Lexus of Westminster will give the customer $290.Thank you very much. *** ***Service Manager

Mr. ** did have worked performed on his vehicle by the service department at Lexus of Westminster on 11/6/15. A pressurized fuel injection cleaning service was performed on his vehicle. A post-maintenance hand car wash was performed on his vehicle. Upon pickup Mr** pointed
out to a manager here that he had fresh damage to the hood of his vehicle. An inspection performed by *** *** revealed not damage to his car, but peeling paint.Further inspection revealed that many of the panels on Mr**'s vehicle have been repainted at some point in the past. The quality of the paint job could be described as poor to below-average. In addition to the spot Mr** pointed out, there are several other areas on the vehicle from the front doors forward on which the clear coat is starting to lift and peel from the base coat. All areas affected are areas that were repainted at some point in the past. Mr** is dealing with a peeling paint issue and attempting to coerce Lexus of Westminster into repainting the poorly painted areas of his vehicle.Mr** had discussions with two Service Managers and ownership. All discussions indicated that Lexus of Westminster would not be responsible for paint peeling as a result of a bad repaint by an unknown body shop. As a concession, Lexus of Westminster agreed to approach a reputable body shop and have an estimate drawn up for repainting at a reduced cost -- approximately 20% less than the general public would pay. Mr** indicated that he wished to have an estimate for a high quality paint job to the front panels of his vehicle. That estimate, at reduced rates, did equal approximately $1700.Discussions also indicated very specifically that we would not be offering to pay for the repaint, only arrange for him to have his poorly painted vehicle repainted at a reduced rate. When I e-mailed the estimate to Mr**, he responded as if he was accepting an offer Lexus of Westminster never made and asked to have the check for $mailed to him. He also indicated that his intentions were to file claims or complaints with as many agencies and media outlets as would listen to him. We have responded to, and been cleared of, a complaint made to the California Bureau of Automotive Repair. We expect additional nuisance complaints and/or media contact at some point in the future.We request that this complaint be closed, as was the BAR case, because Mr**'s claims do not have merit. Thank you for your time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[ It states that Lexus told me they would run a credit with LFS since it has lapsed daysthat is and I have text messages to prove itNO BODY HAS ask for my permission to run my credit againWhen I brought that up to *** he said that was part of the first time they ran my credit and they it would take a month later to go through which is informationI have text messages that states *** did not tell me that]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** **

With regard to Complaint ID: ***
our position is that this complaint is fraudulent and without merit
Our employee, *** ***, has been experiencing harassment from an outside party who is not a customer nor has any relationship here at Lexus of Westminster
The email address
provided in the complaint *** is directly related to the harassment she has been experiencing
We have no record whatsoever of a customer named *** *** in any of our systems, nor any transaction that matches any detail of this complaint
Please feel free to contact me with any further questions
Please verify receipt of this response
Thank you,
*** ***
Lexus of Westminster
Customer Satisfaction ***
Phone* ***
Fax: ***
***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint
resolved
Hello,This complaint has been resolved.Thank you,*** *** Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this
proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Revdex.com, *** from Lexus of Westminster was unprofessional in handling my car purchase with my broker, *** *** and Lexus of Westminster still owe *** *** their broker fees and both of us an apology for his finger pointing, unprofessional manners on the phone to my broker and he needs to admit and take responsibility for his actions, this is what I'm asking of himDon't try to place blame where it doesn't belong ***Grow Up ! Lexus of Westminster should also step up and say *** *** we would like to make one of your payments for you due to the stress we caused you regarding keeping you in the dark as to what was going on with your purchase and not receiving anything in writing until almost the time my first payment was/is due*** let the car "roll"It was his responsibility, he let the day period slip way by before I even knew anythingThen *** tried to point the finger at everyone else but himselfAnd *** *their PR person writing on YelpShe's a jokeI could go on with other things he pulled but I wontApologize to me and to *** and *** from *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I though when you purchase a certified car it's checked bumper to bumper and plus, I bought an extended warranty When I purchased the car it already had over 52,*** on it and I new the original warranty was up in a few months I don't know it Lexus realizes that I bought the car certified with over 52,plus *** on itSince I'm still make payments on the car, I asked customer service for the car fax/car report but was told because of the year of the car they no longer had it (and I don't believe that) Like I said, I believe the car was in some sort of accident before I purchased it, that's why I believe the car was repainted and too much paint was applied to the hood and fender's and they don't want me to see the car report They act like I am asking to repaint my entire car

Lexus of Westminster would like to once again state that this forum is not the correct one for resolution of this type of complaint almost four years after the transaction took place.  However, in response to the complainant's statement regarding the history of the vehicle she purchased, I will provide a response.Ms. [redacted] stated in her previous rejection text that Lexus of Westminster would not run a CarFax report on her vehicle.  In response, I personally had a report run today, 3/23/15, on her vehicle and will be glad to share with her the original printed copy.  It shows a clean history, with no accidents, and a positive CarFax value adjustment of $1070 based on the clean history and information provided in the report.  The report history is consistent with what the dealership found when it performed a pre-purchase inspection in 2011 that resulted in no evidence of prior collision damage or collision repairs.Ms. [redacted] complaint was evaluated and dismissed by the manufacturer previously.Ms. [redacted] also stated that she purchased an extended warranty with the purchase of her vehicle.  The warranty purchased is for mechanical repairs only and would not include coverage on appearance items, exterior or interior trim, or paint.  There is not a warranty in force that will allow for re-painting of any portions of her vehicle.  To my knowledge, there is not a warranty available that covers paint for seven + years.The dealership should not be expected to pay for the repaint of any area of her vehicle this long after her purchase of a used vehicle.  To put into perspective how long it has been since Lexus of Westminster sold this vehicle, Ms. [redacted] has owned the vehicle for nearly four years -- about one year longer than the original owner did.  The vehicle is now over seven years old.Please review the information and close the complaint.Thank you very much.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Dear Mrs. [redacted],Could you please give me an update? When I got the message below, I selected the Agreement button and I have been waiting for Lexus of Westminster to send me the $290.00 check for the towing (2nd towing) however, I have not received the check from the yet.Please let me know when I may expect the check in the mail.Thank you,[redacted]
Regards,
[redacted]

To Whom it may concern, The complaint has been resolved and there were no changes made to the customers contract. Regards, [redacted]

Unfortunately, Ms. [redacted]' ES vehicle is well out of the warranty period in which a paint defect could be repaired and reimbursed by the manufacturer.  Her car, VIN [redacted], first went into service on January 11, 2008.  The initial warranty, the warranty that would cover any...

possible paint repairs, was good for 4 years or 50,000 [redacted], whichever occurs first, and expired when her vehicle reached 50,000 [redacted] or on January 11, 2012.  Because her concern was reported more than three years after the warranty expiration, a warranty repaint is not possible.Ms. [redacted] case was evaluated by Lexus for possible assistance but because of the time and [redacted] since warranty expiration, no assistance could be offered.Because the complaint involves the current condition of the vehicle and not to the details of the initial sales transaction, I request that the complaint be closed.  Lexus of Westminster will not consent to pay for the cost to repaint the hood and other requested areas of the vehicle.Thank you very much. [redacted]Service ManagerLexus of Westminster[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]