Lux Cars Auto Outlet, LLC

Dear [redacted] ***,In referenced to the above mentioned case file, the position of Lux Car Auto Group is the following:That [redacted] ***, purchased a [redacted] with miles.Such sale involved a days or miles warranty (power train service contract enclosed)That on 09/28/*** [redacted] informed Lux Cars Auto Group that the above referenced vehicle was no covered under their program.On 09/28/we reached out to [redacted] to inform him of this and considered the alternatives, to no avail.On 10/10/we attempted to communicate with [redacted] once again to no avail.On 11/23/2016, MRVa R [redacted] communicated with [redacted] and communicated out position regarding tis matterTo wit our position is the following:That Lux Cars will covered any repairs as agreed on the agreed contract with [redacted] Power Train Service Contract specifically as described in such mentioned contract.That a deductible in the amount of $will be charged as deductible to customerThat such warranty will provide coverage throughout the period of 09/24/until 12/24/and miles NOT to exceed miles whichever is reached first.That all repairs mist be properly documented and itemized y a Certified ASC mechanicThat all clauses inclusive on the “original ESA” must be in compliance with any claimed repairThat [redacted] be the mediator providing the documents in questions, since it is almost impossible to reach [redacted] ***.This is our best offer to solve this matter in an amiable mannerShould there be any additional question regarding this matter, please call [redacted] Faiz A [redacted] at the above noted telephone number.Best Regards,Faiz A***GMLux Cars Auto Group

[A default letter is provided here which indicates that the business has not responded to you directly If you wish, you may update it before sending it.] I have a court date for April 17,to resolve this issue in the county of [redacted] *** Revdex.com: At this time, I have not been contacted by Lux Cars Auto Outlet, LLC regarding complaint ID [redacted] Regards, [redacted] ***

Revdex.com spoke with the business regarding this caseThis vehicle was sold without a warranty and "as-is"The customer can contact Frank directly at [redacted] to discuss options at this time but the vehicle payments are not currently up to date

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me under the following conditionsAs indicated in my previous communications, this vehicle suffered from multiple problems and has been in and out of the shop since we purchased itOn DEC I contacted your office to inform you that the vehicle was in the shop again, and I was awaiting diagnostics/estimatesIn the mean time, I submitted total expenses paid for repairs up to that point totaling $6,223.10, which did not include the latest problemOn DEC, I was informed that the pistons were severely damaged, and that the only options were either an engine replacement or entire rebuild of the motorThe diagnostic fee for this was $The most feasible of these options was the rebuild of the motor totaling $13,I sent photos and a copy of the estimates to your office on that same dateTo date, the cost for all of the repairs totals $19,If Lux Cars is genuine in their offer, they would owe me $19,($19,936.56-$in deductibles)I will wait for the business to provide paymentIf the company does not perform as promised I can get back to you at: [email protected] Regards, [redacted] ***

Dear Ms***,As per our prior communications referring to complaint [redacted] We were more than clear in our initial response whereas we agreed in the spirit of good will to honor a warrantyNamely same coverage as per [redacted] Train Service Contract.A number of invoices were forward to us by your office.Enumerating these invoices we found that none was actually covered by the abovementioned protection plan.a Invoice ***, not an actual invoice but rather an estimate of repairs, hence not covered at all.b Invoice ***Cylinder and exhaust pipe to CAT Converter, not a covered componentc Invoice [redacted] NOT A COVERED COMPONENTd Invoice [redacted] NOT A COVERED COMPONENTE Invoice ***, A tune Up NOT A COVERED COMPONENT

Revdex.com: I have reviewed the offer and/or 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] Dear Ms***,Thank you so much for arbitrating this caseAs you can imagine, what was supposed to be a dream car purchase has turned into a nightmareThe day after I took ownership, several warning lights on the vehicle such as check engine and check oil level were litI reached out to the dealer and they informed me that any repairs should be covered under the included [redacted] service plan and that I would just have to wait a couple of days to get the card in the mailClearly this was not the caseIn reviewing Lux Cars Auto Group's response to the complaint, I see some disturbing discrepanciesAccording to Lux Cars, on 9/28/2016, [redacted] informed Lux Cars that the vehicle was not covered under the program, and Lux had reached out to me to inform me of thatHowever in reality, I reached out to Lux Cars to tell them that I received a letter from [redacted] indicating [redacted] is not covered under their program, and sought resolutionSam, the sales manager who sold me the car assured me it would be taken care of, however after repeated calls and texts messages to him (which I can provide), I would never get a response after that emp[ty promiseRepeated calls to the dealership resulted in a run aroundEvery time I asked to speak with Sam or another manager, none were available, and I was told that someone would call me back (no one ever called back)When I asked for names of the sales managers, "Tony" informed me that he didn't know their names and that he had just started working thereI then asked to speak to the receptionist to get a name from her, and he said she was in the bathroomIn other words, there were no attempts to contact me as stated by Lux, my calls to them led nowhere and outright riduclous excusesLux Cars, as a dealer, would have known that the warranty provided by [redacted] didn't cover [redacted] They went as far to say that a previous customer used it at the [redacted] dealership not too long ago and all they had to pay was the $deductible as a sales pitch, which was an outright lie and fraudI would have never purchased the car if it weren't for the warranty.Since I've owned the car, it has been to different auto shops for multiple repairs for the majority of the short time I've had itIt was recently at the shop for another repair, bringing up the grand total to $6,Copies of the invoices are attached for your convenience.Under the circumstances, Lux Cars should cover the entire cost of the repairs to make up for their fraudulent and immoral business practices, and need to be held accountable so that this doesn't happen to more consumers.Again, I really appreciate your assistance in this matter, and if there is anything else you need from my end, please feel free to reach outMy cell is [redacted] R, [redacted] ***

To Whom It May Concern:Please accept this electronic communique as a formal response to aforementioned complaintWhereas it is true that we at Lux Cars Auto Outlet LLC transacted as statedAnd, as well, we offered and purchased a "POWER TRAIN WARRANTY" on behalf of the complainer acting as an agent for *** *** ***It was not our intention once or ever to mislead the customer.We offered in the spirit good customer service,and standing behind our product and promise, to honor all "covered repairs minus deductible" that happen thru the covered periodNamely between the dates of This was the expectation of the customer at the conclusion of the negotiations and ultimately consummation of the saleWe stand by that! Furthermore we see the intent of the customer not to acknowledge this nor to honor what he was offeredMadam, this is well proven by the two different amounts requested by the customerMatter of fact ** ***, after reviewing some of the documentation submitted for review.The initial offer with no amendment/s once or ever still stands and it will be so until December 24th, If at that time the customer decides not to accept the offer, we will withdraw such offer and seek legal cure through the appropriates channels

Revdex.com:
I have reviewed the offer and/or 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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Dear Lux Cars Outlet,I am writing to inquire when I should be receiving a check in the amount of $19,($19,936.56-$in deductibles) for repairs to the *** *** *** I purchased from your dealership on 09/24/2016? As per our agreement through arbitration with the Revdex.com and Ms*** ***, you agreed to pay for repairs to the vehicle minus deductiblesAs indicated in my previous communications through the Revdex.com, the vehicle had multiple problems from the point of delivery and has been in the shop a total of seven times for major repairsInvoices and descriptions of the work done were all included in those communicationsPlease let me know when I should be receiving my checkThe address you can send it to is:*** ** ***
*** ** *** ***
*** ** ***

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
I have a court date for April 17,2017 to resolve this issue in the county of [redacted] 
Revdex.com:
At this time,...

I have not been contacted by Lux Cars Auto Outlet, LLC regarding complaint ID [redacted].
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me under the following conditions. As indicated in my previous communications, this vehicle suffered from multiple problems and has been in and out of the shop since we purchased it. On 14 DEC I contacted your office to inform you that the vehicle was in the shop again, and I was awaiting diagnostics/estimates. In the mean time, I submitted total expenses paid for repairs up to that point totaling $6,223.10, which did not include the latest problem. On 16 DEC, I was informed that the pistons were severely damaged, and that the only options were either an engine replacement or entire rebuild of the motor. The diagnostic fee for this was $233.70. The most feasible of these options was the rebuild of the motor totaling $13,479.76. I sent photos and a copy of the estimates to your office on that same date. To date, the cost for all of the repairs totals $19,936.56. If Lux Cars is genuine in their offer, they would owe me $19,236.56 ($19,936.56-$700 in deductibles). I will wait for the business to provide payment. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

Please accept this communique as a formal response to complaint number [redacted]. On February 10, 2017 Ms. [redacted] enter into negotiations with Lux Cars Auto Outlet LLC (hence forth called dealer). Ultimately. MNs.  [redacted] purchased a [redacted] class vin ending in [redacted]. This purchase was to be financed with [redacted] Financial Services. A down payment in the amount of $[redacted] was placed as financial commitment by Ms [redacted]. This purchase was "AS IS" with no warranty once or ever ( see enclosed purchase order and FTC sticker). After a few weeks, Ms. [redacted] contacted us asking for assistance since some mechanical mishaps happen. We tried to assist yet she was responsible for towing as well as any expenses to be incurred. Ms. [redacted] agreed. The vehicle was towed and we paid for the expense under the impression that we were to be refunded for it. After revising the entire situation it was agreed by both parties to unwind the deal. A total settlement of the applicable refund in the amount of [redacted] dollars ([redacted] minus all expenses incurred by dealer) was offered. This offer was reviewed and accepted by Ms.[redacted]. It is the position of Lux Car Auto Outlet LLC that we will offer no refund nor adjustment to Ms. [redacted] since a prior settlement was indeed reached. Feel free to contact me at your leisure if any additional information is required.Sincerely,Falz A[redacted]General Manager.

Revdex.com:
I have reviewed the offer and/or 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Dear Ms. [redacted],Thank you so much for arbitrating this case. As you can imagine, what was supposed to be a dream car purchase has turned into a nightmare. The day after I took ownership, several warning lights on the vehicle such as check engine and check oil level were lit. I reached out to the dealer and they informed me that any repairs should be covered under the included [redacted] service plan and that I would just have to wait a couple of days to get the card in the mail. Clearly this was not the case. In reviewing Lux Cars Auto Group's response to the complaint, I see some disturbing discrepancies. According to Lux Cars, on 9/28/2016, [redacted] informed Lux Cars that the vehicle was not covered under the program, and Lux had reached out to me to inform me of that. However in reality, I reached out to Lux Cars to tell them that I received a letter from [redacted] indicating [redacted] is not covered under their program, and sought resolution. Sam, the sales manager who sold me the car assured me it would be taken care of, however after repeated calls and texts messages to him (which I can provide), I would never get a response after that emp[ty promise. Repeated calls to the dealership resulted in a run around. Every time I asked to speak with Sam or another manager, none were available, and I was told that someone would call me back (no one ever called back). When I asked for names of the sales managers, "Tony" informed me that he didn't know their names and that he had just started working there. I then asked to speak to the receptionist to get a name from her, and he said she was in the bathroom. In other words, there were no attempts to contact me as stated by Lux, my calls to them led nowhere and outright riduclous excuses. Lux Cars, as a dealer, would have known that the warranty provided by [redacted] didn't cover [redacted]. They went as far to say that a previous customer used it at the [redacted] dealership not too long ago and all they had to pay was the $100 deductible as a sales pitch, which was an outright lie and fraud. I would have never purchased the car if it weren't for the warranty.Since I've owned the car, it has been to 3 different auto shops for multiple repairs for the majority of the short time I've had it. It was recently at the shop for another repair, bringing up the grand total to $6,223.10. Copies of the invoices are attached for your convenience.Under the circumstances, Lux Cars should cover the entire cost of the repairs to make up for their fraudulent and immoral business practices, and need to be held accountable so that this doesn't happen to more consumers.Again, I really appreciate your assistance in this matter, and if there is anything else you need from my end, please feel free to reach out. My cell is [redacted]

Dear [redacted],In referenced to the above mentioned case file, the position
of Lux Car Auto Group is the following:That [redacted], purchased a [redacted] with 79439
miles.Such sale involved a 90 days or 4500 miles warranty (power
train service contract enclosed)That on 09/28/2016 [redacted]...

[redacted] informed Lux Cars
Auto Group that the above referenced vehicle was no covered under their
program.On 09/28/2016 we reached out to [redacted] to inform him of this
and considered the alternatives, to no avail.On 10/10/2016 we attempted to communicate with [redacted] once
again to no avail.On 11/23/2016, MR. Va R[redacted] communicated with [redacted] and communicated out position regarding tis matter. To wit our position
is the following:That Lux Cars will covered any repairs as agreed on the
agreed contract with [redacted] Power Train Service Contract
specifically as described in such mentioned contract.That a deductible in the amount of $100.00 will be charged
as deductible to customerThat such warranty will provide coverage throughout the
period of 09/24/2016 until 12/24/2016 and miles NOT to exceed 82625 miles
whichever is reached first.That all repairs mist be properly documented and itemized y
a Certified ASC mechanicThat all clauses inclusive on the “original ESA” must be in
compliance with any claimed repairThat [redacted] be the mediator providing the documents
in questions, since it is almost impossible to reach [redacted].This is our best offer to solve this matter in an amiable
manner. Should there be any additional question regarding this
matter, please call ** Faiz A[redacted] at the above noted telephone number.Best Regards,Faiz A[redacted]GMLux Cars Auto Group

Dear Ms. [redacted],As per our prior communications referring to complaint [redacted]. We were more than clear in our initial response whereas we agreed in the spirit of good will to honor a warranty. Namely same coverage as per [redacted] Train Service Contract.A number of invoices were forward to us by your office.Enumerating these invoices we found that none was actually covered by the abovementioned protection plan.a.  Invoice [redacted], not an actual invoice but rather an estimate of repairs, hence not covered at all.b.  Invoice [redacted]. Cylinder and exhaust pipe to CAT Converter, not a covered componentc.  Invoice [redacted] NOT A COVERED COMPONENTd.  Invoice [redacted] NOT A COVERED COMPONENTE.  Invoice [redacted], A tune Up NOT A COVERED COMPONENT

Revdex.com spoke with the business regarding this case. This vehicle was sold without a warranty and "as-is". The customer can contact Frank directly at [redacted] to discuss options at this time but the vehicle payments are not currently up to date.