M-K Specialties

“ [redacted] had already sent the second mailing, before we had purchased Mr. [redacted] ’s vehicle.It is part of a 2 piece mailing program to help us fill the void of used car inventory”. Mr. [redacted] finally admits he was aware of the programs length and second letter, “to help us fill the void” of used cars and extending all original existing offers . He admits lying to me about the program being over in 48 hours because they ”purchased too many used cars”. The game, as I see it, was to get people in to the dealer promising to buy their cars for top dollar. They tried to up sell me to a new vehicle. When I made it clear I just wanted to sell my car, Mr. [redacted] introduced the stall, “I [redacted] have to ask someone about your prepaid maintenance credit and call you tomorrow”, even though I gave him his own service writer, Mr. [redacted] documentation indicating an unused balance of 9 months /10,000 miles. [redacted] did not call me back, “too busy” he said, for 48 hours, and withdrew his $14,000 original offer, because the program was over, until Mr. [redacted] called the next day, offering again to buy my GS for, the original $14,000 offer, but then, after checking "with someone", only $12,500.“ [redacted] , at no time, put in writing a specific dollar amount that is promised to any customer.” Mr. [redacted] now appears to challenge that the original offer to me was $14,000.My original offer as Mr. [redacted] and [redacted] was verified in previous statements, as $14,000. One who receives this extension letter would assume whatever offer they originally received was the “original offer” referred too, as being extended. Unless, they were again baiting people back to the dealer only to lower the original offer unless they trade up. Mr. [redacted] seems to suggest they could because "no dollar amount was indicated".“At no time did I ever tell Mr. [redacted] “he further stated he would have now honored the $14,000 original offer as the mailing stated”. I asked Mr. [redacted] that if I had not sold my GS a few days ago for $12,500 and received this mailing, would he have honored it for the original $14,000 offer? He stated that he would have had to honor the extension mailing for the original $14,000 if I still owned the GS. But based on Mr. [redacted] s statements now, I believe the second mailer was again bait for an even lower second offer, he could tell others, that their original offer mentioned, was now less than they think.“Mr. [redacted] ’s next statement of “to bad, you had just sold us your GS for $12,500.” These statements are complete fabrications and something I would have never done, [redacted] do, or say to a guest. His exact words were “I can’t buy your GS for the original offer now”, (again, $14,000) because you sold it to us for $12,500. I replied, “too bad for me right, you just cost me $1,500. He replied “You chose to sell us your GS for $12,500”. I replied, yes, “based on your lie about the program being over”.“I did offer his vehicle back to Mr. Brzyycki as written in the case statement; Mr. [redacted] did decline that offer. The added comment of “I [redacted] not honor the original offer of $14,000 offer regardless of what the mailer says.” is untrue, the mailer never, at any time, had a dollar figure associated with or printed on it. I declined and told him, as he knew, the money to buy my GS back was gone on the other car. I challenged him that if he wanted to do the right thing now he can honor the “original offer” (a documented $14,000) extension that he was aware of, and reimburse the disputed difference of $1,500. Under those circumstances Mr. [redacted] refused to honor the original offer ($14,000) regardless of what the extension letter, said, and reimburse the disputed $1,500. Again I am troubled that Mr. [redacted] keeps going back to his interpretation of the extension letter, or, seems the “original offer” amount can be anything he wants it to be because “it had no dollar figure printed on it”. It seems intended to be vague and open to Mr. [redacted] s manipulation.Mr. [redacted] could have dispensed with his arrogance and admitted he made a mistake and as we used to say in business, "make it right". He now feigns self-righteous indignation and hides his unprofessional behavior behind a reputable business name and vehicle brand. His own inaction, unfulfilled promises, failure to honor commitments, false statements and obscure interpretations of customer mailings and offers, as indicated above, resulted in a bad and costly customer experience for Safro of Brookfield and Toyota/Lexus corporation.

The encounter details from Mr*** are correctMr*** did call Lexus of Brookfield on our mail campaignWe were looking for quality used carsI did speak to Mr*** on the morning of September the 1st, We did have a conversation about the vehicle purchase event, we then
set an appointment for 12:00, 9-2-2015, about inspecting and driving his trade in, and to see if we had a vehicle that might work for him, to purchase On Tuesday September the 2nd, 2015, Mr*** brought his vehicle in for the appraisalIt was a nice car, as he had describedAfter the appraisal, I entered the store, went to my office and did a complete evaluation on the Lexus GS 300, which includes: market research, auction report, Carfax history report, day supply of our inventory and surrounding market salesAt this time, we had Lexus GS all wheel drive in stock, so we were authorized to purchase more inventory with the upcoming pre owned saleThe appraised value of the car was worth between $12-14,I give a spread amount to create urgency and to let our clients know the market does shift from time to time. Mr*** did not feel that appraised value of his car was enough; he said the value for his car was $15,I stated that was too high for us, that $14,was where I was most comfortable to spendI thanked Mr*** for his time, and he had thanked me for mine, as he left I asked if there was anything he would be interested in purchasing, and maybe we could close the gap between his $15,and our $14,evaluationMr*** stated “no, he would not be going with another Lexus.” He did state that he would consider $14,for his car, but he would have to think on thatHe had other contacts that would let him put his car on consignment sale at another car lot, and stated he “can get closer to my $15,figure.” I agreed that if that was the case, “that you would be crazy not to pursue that” and I stated “that you have a very nice car” I was at the maximum purchase limit, I was comfortable with for a Lexus GS. Lexus of Brookfield had a very successful sales week 8-31/9-(new and used cars, up units from the same week in 2014), from our pre owned sales event, and close of business from one of Lexus corporate, yearly sales events, “Golden Opportunity” (7-15/9-8-2015)This made it difficult to break away from guests purchasing vehicles, to answer incoming callsNightly, I would touch base with customers who had called and left messages in the afternoon, when showroom traffic was lessI did call back Mr*** at his home number he had provided, met by his answering machine, and a message to call me when he was availableWe did miss each other on occasion, but on Thursday evening we did connectMr*** stated he was now OK with the $14,previously offeredI told Mr*** that due to the success of the event, we had acquired additional GS units from trade ins and Lexus auctionsWe were now at our day supply limitI thanked him, but at the time we had no need for an additional GS Friday September 4th 2015, I was out of the office for the dayMr*** came back to Lexus of Brookfield, wanting to sell his car*** ***, our Pre Owned Sales Manager, had met with Mr*** had stated that we were at our day supply limit of GS vehiclesMr*** then asked Mr***, “Well, what would you pay for my car?” *** had told Mr*** that he would buy it for $12,Mr*** then agreed to that price At no time did Lexus of Brookfield force Mr*** to sell us his carLexus of Brookfield and Robert A*** entered a purchaser/seller agreement that was acceptable to both partiesThen funds (Lexus of Brookfield) and title from vehicle (Robert A***) were exchanged. A few days later, Mr*** called me, stating that his transaction was unfair, he had already purchased a car from another dealer, and that we had him “over a barrel” with his car. He also stated that he would go to the Revdex.com if we did not pay him the $he felt owed from the transactionI stated that “if you feel this was unfair, I will have no problem with reversing the transaction, you can return the funds from the sale ($12,500.00), and we would give him his vehicle backI do not want to keep your vehicle, if you feel you can get more for it” Lexus of Brookfield had not yet started the safety process we complete prior to retail saleMr*** stated that was “not an option for me” and if we were not giving him the $1500.00, he would be going to the Revdex.com. It is our belief that Lexus of Brookfield handled this client and the transaction with complete transparency and honesty. Sincerely, *** ** *** *** *** *** ***

In response from [redacted]: 1.) The promotion letters were sent
out by our third party advertising company for nthe event.  ([redacted] Phone: ###-###-#### Fax: ###-###-####). I was the listed contact on the mail pieces
based on my position. 2.) [redacted] had already
sent the second mailing, before we had purchased Mr. [redacted]’s vehicle. It is
part of a 2 piece mailing program to help us fill the void of used car
inventory. 3.) [redacted], at no
time, put in writing a specific dollar amount that is promised to any customer.
This would be impossible to know the value of a car in advance of an appraisal. 4.) Mr. [redacted]’s following
comments about the second notice is correct. We did purchase his vehicle,
[redacted] did not update their system as to his vehicle being purchased
as the second mailing was already in route via bulk mail prior to the
completion of any transaction. The prospective client receives a postcard and a
letter. 5.) At no time did I ever tell Mr.
[redacted] “he further stated he would have now honored the $14,000 original offer
as the mailing stated” (the mailing never had a price for any purchase or
trade). Knowing the details of the transaction, events, and Mr. [redacted], I
would have never sent out a second piece to antagonize him. Mr. [redacted]’s next
statement of “to bad, you had just sold us your GS for $12,500.” These
statements are complete fabrications and something I would have never done,
will do, or say to a guest.6.) I did offer his vehicle back to
Mr. Brzyycki as written in the case statement; Mr. [redacted] did decline that
offer. The added comment of “I will not honor the original offer of $14,000
offer regardless of what the mailer says.” is untrue, the mailer never, at any
time, had a dollar figure associated with or printed on it. I have been in the
automotive business for 24 years. In that time I have always stayed true to my
name, reputation, and what that means in my profession. I have never had a
complaint to the Revdex.com, or the state of Wisconsin. This is a
vengeful act of a sad individual, now telling lies to prop up a ridiculous
continuation of a case, besmirching my dealership and character. Sincerely, [redacted]Lexus of Brookfield

“[redacted] had already sent the second mailing, before we had purchased Mr. [redacted]’s vehicle.It is part of a 2 piece mailing program to help us fill the void of used car inventory”.    Mr. [redacted] finally admits he was aware of the programs length and second letter, “to help us fill the void” of used cars and extending all original existing offers . He admits lying to me about the program being over in 48 hours because they ”purchased too many used cars”. The game, as I see it, was to get people in to the dealer promising to buy their cars for top dollar. They tried to up sell me to a new vehicle. When I made it clear I just wanted to sell my car, Mr. [redacted] introduced the stall, “I [redacted] have to ask someone about your prepaid maintenance credit and call you tomorrow”, even though I gave him his own service writer, Mr. [redacted] documentation indicating an unused balance of 9 months /10,000 miles. [redacted] did not call me back, “too busy” he said, for 48 hours, and withdrew his $14,000 original offer, because the program was over, until Mr. [redacted] called the next day, offering again to buy my GS for, the original $14,000 offer, but then, after checking "with someone", only $12,500.“[redacted], at no time, put in writing a specific dollar amount that is promised to any customer.”    Mr. [redacted] now appears to challenge that the original offer to me was $14,000.My original offer as Mr. [redacted] and [redacted] was verified in previous statements, as $14,000. One who receives this extension letter would assume whatever offer they originally received was the “original offer” referred too, as being extended. Unless, they were again baiting people back to the dealer only to lower the original offer unless they trade up. Mr. [redacted] seems to suggest they could because "no dollar amount was indicated".“At no time did I ever tell Mr. [redacted] “he further stated he would have now honored the $14,000 original offer as the mailing stated”.    I asked Mr. [redacted] that if I had not sold my GS a few days ago for $12,500 and received this mailing, would he have honored it for the original $14,000 offer?  He stated that he would have had to honor the extension mailing for the original $14,000 if I still owned the GS. But based on Mr. [redacted]s statements now, I believe the second mailer was again bait for an even lower second offer, he could tell others, that their original offer mentioned, was now less than they think.“Mr. [redacted]’s next statement of “to bad, you had just sold us your GS for $12,500.” These statements are complete fabrications and something I would have never done, [redacted] do, or say to a guest.    His exact words were “I can’t buy your GS for the original offer now”, (again, $14,000) because you sold it to us for $12,500. I replied, “too bad for me right, you just cost me $1,500. He replied “You chose to sell us your GS for $12,500”.  I replied, yes, “based on your lie about the program being over”.“I did offer his vehicle back to Mr. Brzyycki as written in the case statement; Mr. [redacted] did decline that offer. The added comment of “I [redacted] not honor the original offer of $14,000 offer regardless of what the mailer says.” is untrue, the mailer never, at any time, had a dollar figure associated with or printed on it.    I declined and told him, as he knew, the money to buy my GS back was gone on the other car. I challenged him that if he wanted to do the right thing now he can honor the “original offer” (a documented $14,000) extension that he was aware of, and reimburse the disputed difference of $1,500. Under those circumstances Mr. [redacted] refused to honor the original offer ($14,000) regardless of what the extension letter, said, and reimburse the disputed $1,500. Again I am troubled that Mr. [redacted] keeps going back to his interpretation of the extension letter, or, seems the “original offer” amount can be anything he wants it to be because “it had no dollar figure printed on it”. It seems intended to be vague and open to Mr. [redacted]s manipulation.Mr. [redacted] could have dispensed with his arrogance and admitted he made a mistake and as we used to say in business, "make it right". He now feigns self-righteous indignation and hides his unprofessional behavior behind a reputable business name and vehicle brand. His own inaction, unfulfilled promises, failure to honor commitments, false statements and obscure interpretations of customer mailings and offers, as indicated above, resulted in a bad and costly customer experience for Safro of Brookfield and Toyota/Lexus corporation.