Lexus Superstition Springs

I am sorry to hear that you have not recieved the agreed upon check when the deal was finalized.......I am attaching a copy of the check that was mailed back in NOVEMBER OF 2016.I would have no problem getting a jack for the vehicle and cant understand how or why it would have disappeared? Im also going to have my office verify to see if the original check hasnt been cashed and if thats the case I will have another check issued today(Along with Zak 349)We strive to make every customer happy and try to rectify any problems that may arise

Agian it is unfortunate that your vehicle had some mechanical issues We never want anything like that to happen but to expect us to pay for the total repairs of a vehicle that was out of warranty by @14k miles was something we just couldnt doWe helped get you into a different vehicle and we would be willing to help get you a axtended warranty on the vehicle at no charge and possibly a maintenace pkg at no chargeWe appreciate you and your buisiness and hope that we can continue our relationship into the future

We will be refunding a check to MrC [redacted] for $

we outlined to dealer options we were willing to accept and they weren't willing to come even close to any of themOne was to give us discount on different vehicle to compensate for loss but the verbal response was dealer feels rheyve done a lot for situation that is not their issueWe do not agreeWe are out 12K for bad situation rhat should never have occurred to begin withBetween dealer and mfr they should have been more willing to resolve situation

Dear Lexus,I am not sure you read or understood the original complaint or understood what I am demanding from LexusCould you please reread the complaint and respond to each of the issues I have addressed I stated in my original complaint that Lexus reimbursed the MAJORITY of MY money spent on my Lexus for repairs and failing to fix the problem by covering up the "check engine light" So providing the copy of the check that has been cashed is NOT what I am demanding Below are bullet points of what I would like responses to:· repairs, failing to provide original diagnostic for the first and second diagnostics and deceiving your customers · Failing to the agreed $3,deduction for the new vehicle to replace my old one· Failing to reimburse the $falsely reported as an obligation-to-pay-fee for an unverified wax service and lying to your customer claiming "I had to pay" when verified by another Lexus dealer that in fact it was an option not an obligation· Failure to provide spare key as promised· Failure to provide owner’s manual as promised· Failure to provide vehicle tire repair kit to change a tirePlease reread the Revdex.com complaint that I have submitted and please respond to each of the issues I have identifiedThanks

Your statement of "me not saying anything until days later" is completely false*** knew I was pressed for time as I had to go to work that evening and ensured that everything would "be okay;he would take care of me." I entrusted him to provide a healthy business transactionI called *** the very next morning about every issue regarding my vehicle: 1) the dent on the trunk door 2) the blemishes all over the car 3) the passenger speaker (front) would work and then stopHe again ensured me that once I brought my vehicle in to get fixed; we would look at it and get it all fixed upLittle did I know that fix came with a certain tag number ($400) since I had surpassed that I was no longer cared forEven though I was verbally promised things; they were not followed throughTheir was an attempt to get my vehicle back during my visit to the doctor's office in Scottsdale but, I didn't except it back because they did not complete the workAn employee and I called Dan (Sales Manager) several times to try and resolve the issue but, was no where to be foundI left him two messages and never got a call backI was beyond upset when I was trying to convenience them to pick up the vehicle at a closer location and I'm their customerI finally received a call from Brent on 11/18/at 8:15a to try and resolve this on-going series of issues; I am sorry but a little to late to step inAs I had already dealt with so many issues with several of their leadership team; I couldn't expect any better from their General ManagerThe line of morale and ethic trickles down from the top onto its employees; so his sense of urgency should have came in the first sign of issuesYes, they provided me a loaner car and in the mean time I had my first car payment when they had my car for weeks out of the month is just unfair. Lastly, I have attached pictures of the quality of work they claimed they did

*** ***, General Manager left two voice mails for them the day that is in question. When they did finally get to talk *** offered to buy back the vehicle right away. They are getting a check cut to them to day and we will take back the car

I received the comlaint this morning, 09/22/2014. I called the customer, my *** and asked him when he could bring the car by so that we could reprogram his Lexus to make the key work., He will be getting back to me but a secnd key is here for him to stop by and get it once
it is programed

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 until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I am sorry to hear that you have not recieved the agreed upon check when the deal was finalized.......I am attaching a copy of the check that was mailed back in NOVEMBER OF 2016.I would have no problem getting a jack for the vehicle and cant understand how or why it would have disappeared?...

Im also going to have my office verify to see if the original check hasnt been cashed and if thats the case I will have another check issued today. (Along with Zak 349)We strive to make every customer happy and try to rectify any problems that may arise.

We will be refunding a check to Mr. C[redacted] for $350.00.

Tell us why here...In response to complaint...........Superstition springs Lexus is willing to help try to resolve this issue.....It is unfortunate that the vehicle broke down on the freeway.....However we cannot repair a vehicle for free that is 14K miles out of factory warranty. We would help with...

either getting customer into a different vehicle or helping with cost of repairs . Please let me know if this will work.
Regards,
Brent A[redacted]
We are willing to assist in reducing the cost of repairs and or help the customer trade into another vehicle.

We responded to Mr. [redacted].  He will be bringing his vehicle in  tomorrow morning, we will give him a loaner vehicle and we will be repairing his vehicle.  We had no idea when we sold the vehicle that it had that issue as it had gone through an inspection and passed.  Thank you!

Tell us why here...We are sorry that the customers feels this way .....In good faith we have completed the work that was put in writing for the customer and even fixed a dent that was never talked about until days after the purchase in order to make sure the customer was 100% satisfied ....

We do apologize if it took a little longer to get finished as we sent the vehicle to a body shop to have repairs done and unfortunately couldn't control the amount of time that it took to get finished but we did provide a loaner car free of charge. We have attached what was promised to the customer and believe we fully honored what we agreed to. Our general manager has left customer a voicemail and is awaiting a reply to see if there is anything else we should address concerning the quality of the work. We have attached a copy of our "WE OWE" that the customer signed and agreed to. If we need to bring vehicle back to body shop for quality control check we would be happy to do so.

Dear Lexus,I am not sure you read or understood the original complaint or understood what I am demanding from Lexus. Could you please reread the complaint and respond to each of the issues I have addressed.  I stated in my original complaint that Lexus reimbursed the MAJORITY of MY money spent on my Lexus for FALSE repairs and failing to fix the problem by covering up the "check engine light".  So providing the copy of the check that has been cashed is NOT what I am demanding.  Below are bullet points of what I would like responses to:·          FALSE repairs, failing to provide original diagnostic for the first and second diagnostics and deceiving your customers  ·          Failing to the agreed $3,000.00 deduction for the new vehicle to replace my old one·          Failing to reimburse the $350 falsely reported as an obligation-to-pay-fee for an unverified wax service and lying to your customer claiming "I had to pay" when verified by another Lexus dealer that in fact it was an option not an obligation·          Failure to provide spare key as promised·          Failure to provide owner’s manual as promised·          Failure to provide vehicle tire repair kit to change a tirePlease reread the Revdex.com complaint that I have submitted and please respond to each of the issues I have identified. Thanks.

Agian it is unfortunate that your vehicle had some mechanical issues ....... We never want anything like that to happen but to expect us to pay for the total repairs of a vehicle that was out of warranty by @14k miles was something we just couldnt do. We helped get you into a different vehicle and we would be willing to help get you a axtended warranty on the vehicle at no charge and possibly a maintenace pkg at no charge. We appreciate you and your buisiness and hope that we can continue our relationship into the future.

we outlined to dealer 3 options we were willing to accept and they weren't willing to come even close to any of them.. One was to give us discount on different vehicle to compensate for loss but the verbal response was dealer feels rheyve done a lot for situation that is not their issue. We do not agree. We are out 12K for bad situation rhat should never have occurred to begin with. Between dealer and mfr they should have been more willing to resolve situation.

[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 [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Kiel C[redacted]

It is unfortunate that you keep referring to us covering up false repairs which is untrue... when you have a vehicle with 200k miles unfortunately things happen that are out of our control.....however in regards to your other complaints we will refund you for paint protection that was applied to the vehicle, we will get you your second key and if your jack went missing we will replace that as well...we have reached out to you by phone with the original number that you had given us with with no answer and no voicemail set up and have left a message on the number on this complaint with no return phone call. So to be clear the original agreement is honored by us. Please call our general manager at 480-324-8900 to set up a time to come in and get things taken care of.Thank you

Your statement of "me not saying anything until days later" is completely false. [redacted] knew I was pressed for time as I had to go to work that evening and ensured that everything would "be okay;he would take care of me." I entrusted him to provide a healthy business transaction. I called [redacted] the very next morning about every issue regarding my vehicle: 1) the dent on the trunk door 2) the blemishes all over the car 3) the passenger speaker (front) would work and then stop. He again ensured me that once I brought my vehicle in to get fixed; we would look at it and get it all fixed up. Little did I know that fix came with a certain tag number ($400) since I had surpassed that I was no longer cared for. Even though I was verbally promised things; they were not followed through. Their was an attempt to get my vehicle back during my visit to the doctor's office in Scottsdale but, I didn't except it back because they did not complete the work. An employee and I called Dan (Sales Manager) several times to try and resolve the issue but, was no where to be found. I left him two messages and never got a call back. I was beyond upset when I was trying to convenience them to pick up the vehicle at a closer location and I'm their customer. I finally received a call from Brent on 11/18/16 at 8:15a to try and resolve this on-going series of issues; I am sorry but a little to late to step in. As I had already dealt with so many issues with several of their leadership team; I couldn't expect any better from their General Manager. The line of morale and ethic trickles down from the top onto its employees; so his sense of urgency should have came in the first sign of issues. Yes, they provided me a loaner car and in the mean time I had my first car payment when they had my car for 3 weeks out of the month is just unfair. Lastly, I have attached pictures of the quality of work they claimed they did.