Lexus Superstition Springs

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.

My husband and I stopped in Lexus Superstition Springs on a Saturday afternoon to take a look at Lexus sedans. The GM Brett met us at our truck and was very nice. He introduced us to one of his new salesman, Stu, who was going to assist us. Initially we test drove a 2017 IS200t F-sport and a 2011 IS350. They explained the lease to buy program as the best deal they have and offered to give us a quote on the brand new car, explain that our payment would be almost identical to purchasing the 2011. They came to the table with a leave payment near $600, and a chuck of money needed due at signing. We expressed our payment budget was in the ballpark of $350 and we were ready to leave because it was apparent we weren't finding a car in that range. Our salesman took our information to the GM, who personally approached us to tell us they have a 2015 IS250 they could get us out the door at $350/month or a 2016 IS200t they could get us out the door at $375/month. We requested to take a look at both vehicles. Over the next hour both the saleman and the GM seemed to be scrambling around the parking lot to pull these to cars out of a magicians hat! In the middle of trying to find the two elusive cars they told us they had a 2014 is250 that would be a little under our price range and would pull that one up to look at. Within about 10 minutes the 2014 was pulled up front, but only because it had been sold and was leaving with it's new owner. In the mix of them still trying to track down the two cars for us to look at, we were offered a $25 visa gift card for our time and hassle. Eventually the salesman told us they had a 2015 coming in on Sunday or Monday and they would lock it up until we could come back to see it. Our salesman knew nothing about the 2016. The GM then approached us to tell us the 2016 was in their fleet and one of their office ladies had it, but it would be back that evening and they would call us the next morning to come see it. We waited two days with no response from the dealership regarding these two cars. On Tuesday, we received a call from the salesman to tell us they had 2015 en route from California expected on Tuesday or Wednesday, and again they would lock it up for us to have first dibs on it. When asked about the 2016, again our salesman knew nothing about it. Then Wednesday came we received a text from the salesman saying he was checking the status of transport and would get back to us. He later sent a text saying he was going to be out for a few days and another salesman would follow up with us. We asked him to find out about the 2016 the GM told us about and he said he would look into it and have one of his counterparts return our call. Looking online at their website on Thursday, we located an ad for the "elusive" 2016 IS Turbo for $29,953 that the GM was referencing to us on the previous Saturday. Conveniently only manufactures pics accompanies the ad, no actual photos. We immediately called the dealership and were told they had the car on the lot, we advised them we were coming after work to look at it. We then text the salesman who was assisting our initial salesman and told him we would be there about 6 that evening and he said he would have the car ready for us to look at. Not 30 minutes later we received a text from the salesman saying the one online was sold, but two people had previously told us it was available. It was that point we expressed our concern for their bait and switch tactics and politely advised we were done with their services. My concern is the amount of time wasted at the dealer and through calls and texts. Not looking for any compensation, just want to warn other clients to watch out for their antics at this dealer. Very dismal customer service, which was unfortunate.

Tell us why here...We will be more than happy to have the body shop we used look at vehicle and if they need to repair any of their work we will  have it taken care of it! We use a Lexus certified body shop that holds the highest quality standards so if we need them to help make it right we will!  It is unfortunate that this misunderstanding has taken place that is why we put any owed work in writing to avoid these types of circumstances.

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,[redacted]

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.

We had several conversations with Superstition Springs Lexus Certified Sales Manager [redacted] about misrepresentation of the vehicle's accident record by Superstition Springs Lexus during the sale of the 2007 ES 350 to us in December, 2008.  We placed a call to Mr. [redacted] on April 8, 2014, where he informed us that that he had spoken to both former and current dealership owners and neither were willing to look at the car for purchase, or to compensate us for the difference between accident-free market value and the best offer made to purchase the vehicle.  Following the discussion with Mr. [redacted] on April 8th,  we sold the car to another party on April 10, 2014.

The proposed action we are asking for to resolve the complaint is for Superstition Springs to pay us $1300, the difference between the accident-free market value and what we received from the sale of the vehicle.

Regards,

[redacted], General Manager left two voice mails for them the day that is in question.  When they did finally get to talk [redacted] 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.

Good morning,

We are taking this complaint very seriously.  We strive to have top notch CSI, and are in the process of fact finding, and providing a solution.  We will send you all the documents and information as soon as we have all the information.  Thank you.

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Superstition Springs Lexus

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[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.]

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]

I received the comlaint this morning, 09/22/2014.  I called the customer, my [redacted] 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.

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

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!

[redacted], General Manager has been on the phone with them, and has offered them $1.000.  They are discussing it and will call us back after they decided if they will accept it.

Review: I purchased a [redacted] from Superstition Springs Lexus on August 23rd of 2014. The vehicle was paid in full at the time of purchase. I was told by the sales man, [redacted], that the vehicle did not went through emission check so I cannot pick-up the vehicle on the same day. I was asked to come back on Monday evening, August 25th. When I went on Monday evening to pick up the vehicle, [redacted] gave only one key for the vehicle and told me that for the second key, contact him on the weekend after Labor day. I contact [redacted] as he said “the seller did not give him the second key” so he cannot give me the second key. He told me that if I want, he can get one if I pay for it.

Here is my complaint:

[redacted] deliberately did not inform me that the car has only one key while we negotiated on the selling price. He did not tell me this till the 3rd day after I made the payment, when I went to collect the car. Even while collecting the car he told me that the second key will be delivered to me the weekend after Labor day. Now when I contacted him his excuse was the seller did not give the second key.

This is unacceptable to me. I am sure Superstition Springs Lexus while buying this car from the seller knew very well that there is only one key. They did not inform me, the buyer of the car from Superstition springs Lexus that the car has only one key. When I asked for the second key, they gave me a waiting period of 2 weeks and then giving me all kind of excuses.

I have asked [redacted] to send my mail communications to him in this regard, to Superstition Springs Lexus Customer service manager, or the management, apparently he did not do that. Instead, Mr Bob went to the extent of dragging my Son into this matter, which was totally unprofessional and unwarranted behavior from him. I have not received any response from Superstition Springs Lexus Dealership Customer Service manager on my grievance.

Superstition Springs Management, promoting this kind of unethical business practices and allowing their employees to drag customers family members into these issues are demonstrating poor business practices, pathetic customer services and cheating customers.

I am requesting Revdex.com to help me to get the second key for my car from Superstition Springs Lexus.

Sincerely,

[redacted]Desired Settlement: The second key for my car delivered to my at not cost to me.

Business

Response:

I received the comlaint this morning, 09/22/2014. I called the customer, my [redacted] 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.

Consumer

Response:

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,

Very unhappy with the customer service with Lexus of Chandler Arizona. I took my Lexus RX 300 in for service and spent $1400 within four weeks I had to return due to an oil leak that was caused by work they did on a gasket when changing the timing belt. I feel that they are dishonest and will never return.

Very surprised because the customer service I received from [redacted]s was superb and thought all Lexus dealerships ran their service department the same way Evidently not

This companies customer service is pathetic. If you have an issue,they don't return calls, I don't believe they communicate with each other. Nobody is on the same page. My entire experience has been a total nightmare. In all of 30 years of buying cars I have never visited a more incompetent group of people in a dealership. From the sales rep, the three sales managers and general manager. I had two individuals whom had nothing to do with deal at least try to help, but no one could get it done. The sad part is all it would've taken is a phone call. Wow! Their vehicle which hasn't paid for is still sitting in front of my home for three days after I told them to come get it

Review: We purchased a CERTIFIED PRE-OWNED 2007 Lexus ES 350 in December 2008 from the Superstition Springs Lexus dealership.

We recently attempted to sell the vehicle. The Carfax History report was pulled for the buyer and we were shocked to see that the Certified Pre-Owned 2007 Lexus we purchased had an Accident/Damage report filed on October 13, 2006. According to the Lexus Certified Pre-Owned program overview, “For extra peace of mind, Carfax vehicle history reports are provided for every Lexus Certified Pre-Owned Vehicle”. We were not given the Carfax report before we purchased the vehicle and we had no idea the car had been in an accident or we wouldn’t have purchased it.

We contacted the Superstition Springs Lexus Dealership and asked them to purchase the vehicle from us at the Kelley Blue Book trade in value of $12,000, the price the car would sell for if the vehicle had not had an accident reported from before we purchased it. After many calls and discussions with Chad, the Sales Manager at Superstition Springs Lexus, he said that under new ownership, the Dealership was unwilling to look at the vehicle and make any offer to purchase it from us. They accept no responsibility for their dishonest sale.Desired Settlement: Superstition Springs Lexus should purchase the vehicle from us at the trade in price the vehicle would sell for with a clean Carfax report, $12,000.

Business

Response:

Good morning,

We are taking this complaint very seriously. We strive to have top notch CSI, and are in the process of fact finding, and providing a solution. We will send you all the documents and information as soon as we have all the information. Thank you.

Superstition Springs Lexus

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Consumer

Response:

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.

We had several conversations with Superstition Springs Lexus Certified Sales Manager [redacted] about misrepresentation of the vehicle's accident record by Superstition Springs Lexus during the sale of the 2007 ES 350 to us in December, 2008. We placed a call to Mr. [redacted] on April 8, 2014, where he informed us that that he had spoken to both former and current dealership owners and neither were willing to look at the car for purchase, or to compensate us for the difference between accident-free market value and the best offer made to purchase the vehicle. Following the discussion with Mr. [redacted] on April 8th, we sold the car to another party on April 10, 2014.

The proposed action we are asking for to resolve the complaint is for Superstition Springs to pay us $1300, the difference between the accident-free market value and what we received from the sale of the vehicle.

Regards,

Business

Response:

[redacted], General Manager has been on the phone with them, and has offered them $1.000. They are discussing it and will call us back after they decided if they will accept it.

Review: Purchased a 2010 Ford Flex on June 21, 2015. Upon purchasing the vehicle I negotiated that a few cosmetic and electric issues be taken care of that were agreed to and a date to complete this work would be made. On June 24th, I took a trip to Denver, Co. Upon my return on the 26th, I was traveling from [redacted] back home to [redacted]. I noticed that my car read 85 miles until empty and as I was just west of [redacted]. Suddenly, I heard the ding and my car read 0 miles to empty and as I ran out of gas, I coasted to the exit and luckily the gas tanks work after the station is closed and I was able to get gas and continue home. The following day, I called my sales person to finalize a date that I could bring the car in and inform him of the issue. He could not give me a date but informed me to make sure I bring this issue to the attention of the service department when I brought the car in. Before I was able to take the car in, the gas issue happened a couple more times which I documented with video and pictures.

We finally settled on a date of July 25th. This was due to my salesperson securing a loaner and my work schedule. When I dropped the vehicle in, I informed the service department and a manager about the issue again and showed them the video that I had recorded. The manager says that all cars are different and that I should be careful and not trust the gauges in cars as his car sometimes reads one thing and a moment later it reads differently. His suggestion was to make sure that I have gas in the car at all times and just check to see how many gallons the car will hold when I fill it up.

I picked up my car on August 18th. When I picked it up, the service center told me that they had not experienced the issue while in their possession and I had no reason not to trust that because the car read 5 miles to empty on the gauge. I had never seen it that low as I don't let it get to that point. I stopped by a close gas station, filled up and was on my way.

The issue seemed to have been solved for a short term. As my family and I were headed to California for an event for my 10 year old daughter, we gave out of gas in the middle of Blythe and Coachella, CA with the gas hand reading a half tank or 157 miles to empty. I am sitting on the side of the road in 113 degree weather with my wife and 3 daughters ages 10, 6, and 2. I immediately call my insurance company and the dealership to report the issue. After sitting in the blazing heat for an hour, I attempt to start the vehicle again and it starts with the gas hand going back to reading half a tank. Roadside arrived 25 minutes later with fuel, that I happily accepted.

We continued our trip due to the opportunity that it provided for my daughter but it was not a comfortable trip due to the fact that we were riding unsure when the car would think that it would be out of fuel. We finished the trip but carried a can of gas in the trunk just in case the we were in need.

Upon returning to [redacted], I called the dealership and they expressed that they could/would not do anything as I purchased a used As Is vehicle. I told them that I understood that, but due to the fact that this issue happened within such a short time of the purchase and the fact that the vehicle has put me and more importantly my family in danger that they should not have any issue with fixing the vehicle.

I took the vehicle to the local Ford Dealership and within a few hours they had a diagnosis and a quote. This leads me to believe that Superstition Springs did not really check for an issue. I was told that my car had to go to a certified Ford Repair place for the other work and if it went there, they could have had a diagnosis done there.

This car was advertised as going through a thorough inspection because Lexus only sales the best used vehicles. I'm not sure how their inspection missed this issue as it only required to be connected to a diagnosis machine.

Since the vehicle was purchased on June 21stDesired Settlement: I need Superstition Springs Lexus to fix the existing problem of the vehicle. Of the 72 days after the purchase of the vehicle I have only been in possession 47 days and the dealer has been in possession for 25 days. I could not have caused this issue and I believe that the dealer is responsible for the repairs.

Business

Response:

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!

Review: We purchased a 2007 Lexus is250 on March 1,2015 and finalized everything on March 2,2015. On March 3rd,2015 brakes were making a squeaking noise. My husband called the dealer and spoke with [redacted] our sales representative. He told my husband to bring in the car. My husband and [redacted] took the car for a test drive and after the test drive he told my husband he would speak with the service manager. Service manager told him brakes were supposed to make noise because they were newer. [redacted] advised to keep an eye on it to see if noise persists. On March 12, we had the vehicle inspected by our own mechanic. The mechanic recommended new front struts and tires. He said the front struts were leaking. Around 10 am that same day, my husband called the Lexus dealership and was once again transferred to [redacted]. He expressed his concerns with the issues that were found by mechanic. [redacted] told my husband he would look into it and call him that day. After a week, my husband never heard back. On March 19, my husband decided to have the tires checked at discount tire. Discount tire found that the front tires inside edge were worn down to secondary rubber( primary casing) with areas of steel belts and nylon cords showing. Due to safety, my husband had to replace the front tires ($437.97 later). The discount tire advised that the rear tires are down to 4/32 and need to be changed ASAP. Called the dealership the same day and spoke with a sales manager [redacted]. My husband told [redacted] the concerns and he said he would look into the matter and call back within the hour. Hours later, he finally called. He was extremely rude and kept talking over us while we were trying to express our concerns. He ended up hanging up on my husband.10 minutes later the general manager [redacted] called. We told him what happened and that we wanted to return the vehicle. He said he would look into it and call us the next day between 1:30 and 2:00pm (March 20). At 2:20pm on March 20, he had not called back, so I called him and had to leave a message. At 3:30pm I left a message again. Still have yet to hear from them and it is now 4:30pm as I am typing this. We are extremely upset because we were originally told the car would get a full inspection and they would let us know if they found anything wrong with the car to determine if we still wanted to purchase it. They told us there was nothing wrong with the car.Desired Settlement: We want to return the car and get the full purchase price of $13,500 and the tire purchase of $437.97. As well as the purchase of the four piece Lexus floor mats and sun shade at $165.22( which was purchased at the Lexus dealership). With that being said, we would like to be refunded a total of $14,103.19.

Business

Response:

[redacted], General Manager left two voice mails for them the day that is in question. When they did finally get to talk [redacted] 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 just had the most Fantastic buying experience at Superstition Springs Lexus yesterday, want to send a Shout Out and give my highest complements to the entire Professional Staff at this Dealership! Everyone who was involved in the process could not have been more cordial or professional, and my Sales Consultant David S[redacted] was Great!

From the speed at which my internet inquiry was responded to by the Internet Director, Rashad C[redacted], to getting my questions answered about the Used Vehicle I was interested in by the Salesperson who took it in trade, Easton M[redacted], the treatment I received from my Sales Consultant, David S[redacted], the quick and easy negotiations with the help of the Sales Manager Dan S[redacted], and the ease with which the Finance Director, Mathew S[redacted], made the final paperwork, I’d rate this a 10!

From the time I pulled onto the lot until the time I was driving away with my new vehicle was under 2 ½ Hours! If you are looking to get New or Used vehicle I would HIGHLY Recommend that you get in touch with David S[redacted] at Superstition Springs Lexus and allow him and the rest of their Great Staff give you the same Red Carpet service which I experienced! You Can’t go wrong!