Manhattan Luxury Automobiles

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Hello , Thank you for taking time to contact us to explain the issues that have occurred recentlyWe regret any inconvenience you have experienced, and we assure you that we are anxious to retain you as a satisfied customerOur Customer Satisfaction Team is working with Lexus Of Queens in order to resolve this matter.We will refund your money that you paid for the wheel alignment at Lexus of Queens and we are in contact with service *** at Queens to have the noise fix and no cost to you.Navigation update will be done as well at no cost to you.Thank you
*** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:I have to disagree wirh pre owned *** *** *** Lexus of Manhattan was negligent by selling me a car with tires that were dry rotted or as *** said "those are dry cracks not dry rott" I went ahead and got tires re inspected to see wether they were safe tires to drive on I first took vehicle to sears auto center in queens Immideately after a quick inspection representative noticed cracks all along the sides as well in between the tread of all tires I then contacted bridgestone directly Representative told me that tires were no longer under their warantee cause they were manufactured week of and week of He added that if tires show signs of cracks that I should take vehicle to one of their local authorized stores and get them checked out I proceeded to take it to firestone / bridgestone dealer in queens on northern blvd Immidiate inspection revealed tires needed replacement I did not want to stop there because I wanted condition documented on paperI took vehicle to a different lexus dealer Vehicle tires were re inspected and indeed needed new tiresI contacted Lexus corporate and they authorized tires to be replacedLexus corporate called bridgestone and bidgestone recomended tires to be replaced Lexus of manhattan put my life and familys life at dangerIt was negligence on their part to sell any vehicle with dry rotted tires Other issues that I am not happy about is that steering column rattles as I go over bumpsYes is covered under warantee, but those issues should had also been taken care of when certifying vehicleI asked sales man if gps data was up to date, he called his supervisor and he relayed back to me that an update is not yet availabl I looked up and updstes are available every year afterThese are all issues that lexus of manhattan should take care of They lied to me and risks my life family's life
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

NEW YORK STATE INSPECTION REQUIREMENTS- PAGE 38 FOR TIRES [redacted]     IN REPSONSE TO [redacted]’S CLAIM,   ON 2/*/15 [redacted] CME TO LEXUS OF MANHATTAN TO ASK ABOUT THE CONDITION OF HIS TIRES IN WHICH HE FELT WERE NOT ACCEPTABLE. AT THIS TIME I THE PREOWNED...

[redacted] LOOKED AT THE TIRES AND DID NOT SEE ANY SIGNS OF EXCESSIVE DAMAGE THAT WOULD CAUSE DANGER OR NOT PASS THE GUIDLELINES OF NEW YORK STATE INSPECTION REQUIRES. AS I AM NOT A TECHNICIAN I RECEIVED A SECOND AND THIRD OPINION FROM OUR SERVICE DEPARTMENT. AT THIS TIME I HAD BOTH OUR DIAGNOSTIC TECHNICIAN AND OUR SHOP FOREMAN INSPECT THIS VEHICLE AND ITS TIRES AND BOTH CONFIRMED THAT THEY ARE NOT DANGEROUS AND PASS ALL NEW YORK STATE REQUIREMENTS AND LEXUS CPO REQUIREMENTS FOR TIRE CONDITION AND THREAD. I PRINTED A COPY OF THE NYSI REQUIREMENT(LINK ABOVE) FOR [redacted] AND HE REFUSED TO LOOK AT THE FACTS PRESENTED.  AT THIS TIME WE HAVE INSPECTED THE TIRES IN QUESTIONS AS THEY PASS ALL REQUIREMENTS NECESSARY TO SELL A PREOWNED CAR IN THE STATE OF NEW YORK BUT THE CUSTOMER WOULD NOT TAKE THAT AS FACT.     [redacted]

Review: Two years ago, I purchased a certified pre-owned vehicle from Lexus of Manhattan (LOM) dealership. Soon after purchase, I discovered that there were service issues with the satellite radio. I returned the vehicle to the service department for repair and they kept the car for over a week insuring me that my concerns were resolved. Since that time, I have been experiencing intermittent service interruptions with my Sirius XM service. Each time that I have an interruption - I have to spend between 40-60 minutes explaining my problem, being re billed and trouble-shooting with a representative from overseas. This issue is especially grueling because LOM seems to be at the root of my issue. For some strange reason, LOM continues to report my vehicle as SOLD therefore Sirius XM cancels my service automatically. Since I became aware of the information glitch in the LOM system I have tried reaching the Technology Department ([redacted], [redacted] and [redacted]) every day since to no avail. The receptionist explained that she is unable to transfer calls to the department due to a phone system problem at the dealership. I find this excuse to be very weak because if the dealership isn't able to conduct their business they should close until they are fully functional. I can assure you that they are still selling cars and etc. I deserve a returned call. I have been inconvenienced for too long.Desired Settlement: I believe that Lexus of Manhattan should at least pay for 1 year of my Sirius XM service.

Business

Response:

This letter is in response to a complaint filed against Lexus of Manhattan through your organization by [redacted], ID [redacted]. After speaking to [redacted], we felt that she had a valid complaint and we have already taken the necessary steps needed to address and resolve the issue. Furthermore, we've agreed to pay [redacted] $177.00 to cover one-year of Sirius XM service.

We would like to thank you for bringing this complaint over to our attention and we are pleased to say that we were able to turn an upset customer into a happy one. Please feel free to contact us at anytime with any further concerns. We will be more than happy to assist in any way that we can.

Thank You.

Review: Purchased a 2014"Certified" [redacted] from Dealership at ###-###-####*.

Was assured by dealers (Dan L[redacted], Greg R[redacted]) that this car had never been in an accident, and provided a car fax as verification. No accident was reflected in their carfax. Note that the Dealer had been the only previous owner of this car.

When I examined the car I noticed the front bumper was slightly out of alignment with the frame. Was told by the sales team it was a minor problem. And in 10 minutes they claimed to have it fixed. Just to be sure, I took the car to another [redacted] dealer for their examination.

The car had been in a major accident while owned by the dealer. The repair took approximately 3 weeks, Its costs was over $1600. from the second [redacted] dealer' body shop. The price I paid for the "accident free" car was approximately $5000. more than its true value.

Greg R[redacted] and Dan L[redacted] were completely dishonest to my wife and myself.Desired Settlement: Would like the price we paid for this damaged car to be reduced downward to reflect its true value.

The difference amounts to approximately $5000.

Business

Response:

Vehicle was in our loaner fleet in used in [redacted] for out service customers. In reconditioning of our vehicles if a bumper needs to be painted due to chips from parking we go ahead and repaint the bumper which was this case. The vehicle was never involved in an accident at all. [redacted] paid to have his bumper replaced at no cost to the customer. [redacted] sent the customer 2 [redacted] gift cards for $400- see email below. Customer bought the vehicle 6 months ago and the price he paid then is STILL the cheapest 2014 ES300H in the country!! 6 months later!! See email below, FYI we will be going to small claims court.From: [redacted] [mailto:[redacted]] Sent: Friday, March **, 2015 6:06 PMTo: [redacted]Subject: RE: Our Agreement

[redacted] From: [redacted] [mailto:[redacted]] Sent: Thursday, March **, 2015 10:11 PMTo: '[redacted]'Subject: Our Agreement [redacted]

[redacted]###-###-#### GregR[redacted]| General Manager [redacted]

T###-###-####| F ###-###-#### [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I purchased the 2014 from [redacted] with documentation and agreements from Greg R[redacted] and Daniel L[redacted] "that this car had never been in an accident" which proved to be false. 1. As a [redacted] Certified car, I was given a document from Mr. L[redacted] listing the 160 points checked by [redacted] before such verification is complete. "Panel Alignment and fit" must be checked and straight. I noticed that the bumper and panels had a large gap and were not fit.2. Dan L[redacted] and Greg R[redacted] agreed with me. Explained it was a "minor" problem and could be easily corrected. Greg R[redacted] had his "expert" fix it in 10 minutes. Upon my examination it was not fixed at all.4. I had another [redacted] Dealer examine the bumper and agreed it was out of alignment. In order to understand what the problem was, the [redacted] dealer's body shop removed the bumper. $1600 accident damage was evident (see attached pictures). The second Lexus dealer agreed that the car was a front end accident.[redacted] was the sole owner of this car, and had sold it to me under false pretenses. I am looking for a just refund.?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

When the customer asked us to look at his bumper we noticed that one of the clips that holds the bumper in place had become loose. These clip are plastic and can be replaced quickly which is what occurred.[redacted] Corporate paid for the replacement of his bumper not the customer[redacted] sent the customer $400 in gift cardsThe pictures show a foam cushion which is between the bumper and frame of the vehicle which can be broken by hand, the bumper was repaired which is why there was a patch, and the grille could have easily been broken by removing the bumper.We even offered the customer additional money to have this ended but the customer is never satisfied.We will be settling this matter in court.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Mr. R[redacted] continues to claim that "His people noticed the out-of-alignment bumper was caused by a faulty "clip". Which is absolutely false. Bumper clips are hidden from view. On Feb * James M[redacted] (the dealers body shop specialist) made clear that in order to repair this problem required removing the bumper to determine the real bumper alignment problem - which was never done at this dealership. The bumper clips were never at fault. The damage while the car was owned by Mr. R[redacted] was caused by an accident resulting in a ruined bumper absorber, torn bumper (patched from the inside, re-painted on the outside) and cracked grill. As always Mr. R[redacted] ignores the pictures I sent you and him showing these accident damages. I had expected [redacted] corporate to also provide me a sales rebate for purchasing a "Certified" [redacted] that did not meet their own standards. While awaiting their rebate, I accepted a small gift card from Mr. R[redacted] for waiting 5 hours for scheduled service, but was later told by [redacted] Corporate that any rebate must come from this dealer, which Mr. R[redacted] will not deliver or discuss.Mr. R[redacted] continues to deny and deny. He ignores pictures of the severe bumper accident damage pictures and bills sent to him.He refuses to contact the [redacted] dealer that repaired the car. He will not return phone calls.Its very important to my wife and me that our painful experience dealing with Mr. R[redacted]'s auto dealership not happen to others. We believe in the Revdex.com. Yes, we may pursue this in court, but its critical to me that Revdex.com document this as well.

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was awarded $500. from Small Claims Court in Manhattan on August [redacted] in my dispute with Lexus of Manhattan. Was told via Revdex.com that “they would pay the settlement quickly”. Its now August **. Have sent emails to Dan L[redacted] (who attended Small Claims Court representing Lexus) and his manager Greg R[redacted] 2 weeks ago requesting payment. Neither have responded to me.Would really appreciate your help.

Review: I made purchase January **, 2015 of a Certified pre owned 2010 Lexus RX350 vehicle with 39k miles, feeling secured that vehicle was inspected mechanically, also for defects, damage, and any safety concerns. After taking vehicle home I noticed the tires on this vehicle appeared to look old. Further inspection I noticed all four tires to be dry rotted. Cracks all around tires, sidewall and even around tread. This posses a safety concern. Lexus sold me a vehicle with hazardous tires. The date stamped on the tires one is from 51week of 2008 and the other three are from 1st week of 2009. making these tires over 6 years old.

I went to Lexus dealer with my concern and was directed to [redacted]. He insisted tires were in good condition and that they passed the lexus certification which is tread life. I explained to him tread life of a tire is not only indication on tires need of replacement. Tires that are old and dry rotted need immediate replacement, cause they pose a dangerous condition that can cause vehicle to have a tire blowout. [redacted] refused to to replace tires dismissing me and telling me tires are good.

I took vehicle to three different tire shops and they all said tires are dry rotted and should be replaced.

I don't feel safe driving this vehicle. I believe lexus of manhattan sold me a vehicle that poses a danger to me and my family. They know tires are old and dangerous but yet still refused to replace them. It is bad business to sell vehicles as certified when they pose a danger. My family's life mine as well as other motorist matter.Desired Settlement: I would like Lexus Of Manhattan to take responsibility on replacing all four tires on vehicle. I would also like to see that they change their tire certification specifications to disqualify tires that are old and dry rotted.

Business

Response:

NEW YORK STATE INSPECTION REQUIREMENTS- PAGE 38 FOR TIRES [redacted] IN REPSONSE TO [redacted]’S CLAIM, ON 2/*/15 [redacted] CME TO LEXUS OF MANHATTAN TO ASK ABOUT THE CONDITION OF HIS TIRES IN WHICH HE FELT WERE NOT ACCEPTABLE. AT THIS TIME I THE PREOWNED [redacted] LOOKED AT THE TIRES AND DID NOT SEE ANY SIGNS OF EXCESSIVE DAMAGE THAT WOULD CAUSE DANGER OR NOT PASS THE GUIDLELINES OF NEW YORK STATE INSPECTION REQUIRES. AS I AM NOT A TECHNICIAN I RECEIVED A SECOND AND THIRD OPINION FROM OUR SERVICE DEPARTMENT. AT THIS TIME I HAD BOTH OUR DIAGNOSTIC TECHNICIAN AND OUR SHOP FOREMAN INSPECT THIS VEHICLE AND ITS TIRES AND BOTH CONFIRMED THAT THEY ARE NOT DANGEROUS AND PASS ALL NEW YORK STATE REQUIREMENTS AND LEXUS CPO REQUIREMENTS FOR TIRE CONDITION AND THREAD. I PRINTED A COPY OF THE NYSI REQUIREMENT(LINK ABOVE) FOR [redacted] AND HE REFUSED TO LOOK AT THE FACTS PRESENTED. AT THIS TIME WE HAVE INSPECTED THE TIRES IN QUESTIONS AS THEY PASS ALL REQUIREMENTS NECESSARY TO SELL A PREOWNED CAR IN THE STATE OF NEW YORK BUT THE CUSTOMER WOULD NOT TAKE THAT AS FACT. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I have to disagree wirh pre owned [redacted]. Lexus of Manhattan was negligent by selling me a car with tires that were dry rotted or as [redacted] said "those are dry cracks not dry rott" I went ahead and got tires re inspected to see wether they were safe tires to drive on. I first took vehicle to sears auto center in queens. Immideately after a quick inspection representative noticed cracks all along the sides as well in between the tread of all tires. I then contacted bridgestone directly. Representative told me that tires were no longer under their warantee cause they were manufactured 51 week of 2008 and 2 week of 2009. He added that if tires show signs of cracks that I should take vehicle to one of their local authorized stores and get them checked out. I proceeded to take it to firestone / bridgestone dealer in queens on northern blvd. Immidiate inspection revealed tires needed replacement. I did not want to stop there because I wanted condition documented on paper. I took vehicle to a different lexus dealer. Vehicle tires were re inspected and indeed needed new tires. I contacted Lexus corporate and they authorized tires to be replaced. Lexus corporate called bridgestone and bidgestone recomended tires to be replaced. Lexus of manhattan put my life and familys life at danger. It was negligence on their part to sell any vehicle with dry rotted tires. Other issues that I am not happy about is that steering column rattles as I go over bumps. Yes is covered under warantee, but those issues should had also been taken care of when certifying vehicle. I asked sales man if gps data was up to date, he called his supervisor and he relayed back to me that an update is not yet availabl. I looked up and updstes are available every year after. These are all issues that lexus of manhattan should take care of. They lied to me and risks my life family's life.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello , Thank you for taking time to contact us to explain the issues that have occurred recently. We regret any inconvenience you have experienced, and we assure you that we are anxious to retain you as a satisfied customer. Our Customer Satisfaction Team is working with Lexus Of Queens in order to resolve this matter.We will refund your money that you paid for the wheel alignment at Lexus of Queens and we are in contact with service [redacted] at Queens to have the noise fix and no cost to you.Navigation update will be done as well at no cost to you.Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased an Acura RDX from them. I only put on a total of 4k miles and starting hearing a loud screeching noise when I was braking, this began on June [redacted] I took the car to be serviced next door to where I purchased my car, the Acura of Manhattan. I was told the brakes should not have passed inspection because the pads (both front and rear) were below the minimum levels. The gentlemen at Lexus said the rear pads were serviced (replaced) and the front pads were okay so nothing was done. I had to replace the rear rotors and the front ones needed to be resurfaced. Both front and rear pads had to be replaced. The total cost of repairs was over $1300. Lexus of Manhattan states they did everything as they should and will not assist in paying for the repairs.Desired Settlement: I would like them to reimburse my for the repairs. The vehicle should not have been sold to me in that condition if it was unsafe to drive. They have also been very uncooperative in this process, they wouldn't share with me the name of the person who inspected my car. They would not call the Acura service manager to review my case.

Business

Response:

This letter is in response to a complaint filed against Lexus of Manhattan through your organization by [redacted], ID [redacted]. Lexus of Manhattan has taken the necessary steps to try and resolve this matter. When [redacted] purchased the vehicle on December [redacted], 2012 the vehicle had 45% brake life remaining and passed New York State inspection. In addition, there was only 66,996 miles on the vehicle. After receiving this complaint, we contacted Acura of Manhattan in an effort to gather more information on the issue at hand. On June [redacted], 2013 [redacted] dropped this vehicle off at Acura of Manhattan for service in reference to a grinding noise he is hearing when he is decelerating. It was checked in with 73, 275 miles. This is a difference of 6,279 miles which is more than sufficient to negatively affect the remaining life left on his brakes. After checking his car in to service at Acura of Manhattan, [redacted] also came in to address his concerns with us since we were th e primary selling dealership. He was advised that he should bring the vehicle in to our service department so that we can inspect it and address the issue immediately. [redacted] refused our advisement and stated the vehicle was already at Acura and that he had already agreed to go forward with the repairs.

We feel very strongly about all complaints filed against us and always try to do whatever we can to try and resolve all issues and concerns immediately. No company is without errors and we believe that if it was an error done on our part, we will go above and beyond to make sure our customers are satisfied. However, in this particular situation [redacted] refused to bring his vehicle in so that we can inspect the brakes on his vehicle and possibly come up with a cost effective solution to his problem. Instead, he wants us to reimburse him for repairs done by another dealership in which he personally authorized. Unfortunately, we cannot accommodate his request due to the fact that there was no error done on our part and that we are not at fault in this matter.

We would like to thank you for bringing this complaint to our attention.

Please feel free to contact us at anytime with any further concerns. We will be more than happy to accommodate in any way that we can.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I was never advised to bring my vehicle into their shop for inspection. I came to speak with them after the repairs were already made, so their statement is completely false. When I went to speak with the Lexus salesman and his manager, they promised to provide me the name of the inspector of signed off on my vehicle and that never happened. They also said they would call the repairs manager at Acura and to my knowledge that only happened after my complaint was filed.

I have all my email communications with [redacted] (the salesman) where I have conflicting stories about the state of the vehicle when I purchased it and then of him not providing the name of the inspector and being difficult in providing even the name Lexus repair manager. Their response does not resolve my problem and does not accurately depict the events as they occurred.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

As mentioned in our previous response, the reputation of our dealership is very important to us and we do not take it lightly when there is a complaint filed against us. We strongly believe that if there was an error done on our part then we will go above and beyond to correct the issue at hand. We take great pride in being rated as an Elite Lexus Dealership which is a title that is granted to us based on the level of customer service that we provide to all of our customers. However in this case, there was no error done on our part and we are not at fault in this matter.

Attached to this response is the Email correspondence between [redacted] and the Pre-Owned Sales Associate that assisted him with the transaction. Although we can appreciate all of the concerns he is expressing, it is also clear that we did not hear from [redacted] until June [redacted], 2013 which is 6-months after he purchased the car (December, [redacted] 2012). In addition, he put about 6,279 miles on his car from the time it was purchased and the time he brought it over to Acura of Manhattan for repairs. This is more than enough time and miles for the brakes on his car to go bad. Especially since during this time period, there is no way for us to determine what his driving habits were like.

Unfortunately, we cannot accommodate [redacted]’s request to reimburse him for repairs done by another service department in which he personally authorized.

Review: We recently leased a new 2014 RX 350 from Lexus of Manhattan. The vehicle was picked up on December *, 2014. Our sales person was [redacted].

We negotiated a deal that included a monthly payment of $570.73 with a payment of $500 down payment, taxes up front of $1823, a $700 bank fee and inspection, documentary, inspection and insurance process fees of a total of $195 and 1st month’s payment up front for a total of $3846.

At the time we negotiated a deal with [redacted], we were driving a 2011 RX350 which was leased through Lexus of [redacted]. [redacted] and the used car manager carefully inspected the 2011 vehicle and [redacted] had a detailed discussion with us about what he and the used car manager felt were considered excessive wear. He indicated to us that if we were to lease the new vehicle from him, he would cover the last two months of the lease payments and take the car back as is and absorb any costs associated with excessive wear (there was no misunderstanding on our part here).

We completed the transaction with him and turned the 2011 RX350 in to Lexus of Manhattan. About 3 months later I received a bill from Lexus financial for $445 for excess wear. On speaking to Lexus financial, I was told to refer the matter to the [redacted]. I emailed him with the bill and a request for him to contact me. About 8 days went by without any communication from him.

I then called the dealership and asked to speak with him. In a nasty confrontational attitude he returned my call, he denied that he had agreed to absorb this cost and said “you are not the first and won’t be the last to call me with this complaint”. In reviewing the paperwork we are in possession of, there was no written indication that he would cover this cost, but both my wife and I remember a distinctly detailed conversation on this very subject with him.

The 2014 RX350 is the third Lexus that we have leased through Lexus Financial. The first two were through Lexus of [redacted]. Over the last 25 years I have leased 5 different BMWs and 2 Audis inaddition to the 3 Lexuses. So I am very familiar with leasing and understanding what is being represented to me. The last Lexus before our 2011 was returned to Lexus of [redacted] and they took the car back and did cover excess wear without a problem. Therefore, we had no reason to question [redacted]’s deal.

I have never had this kind of experience with any of my car leases or with any new car sales people. [redacted] at worst was fraudulent in the way he represented this deal to us and at best was misleading. In addition, his failure to respond to my email over a 10 day period and his condescending and demeaning attitude on the phone is unconscionable. I have since written to [redacted]'s [redacted] with the complaint and it is over 2 weeks without response. Lexus Financial has offered to have me pay 50% of the charge, but I feel that the dealership should live up to what it represented to us and I should not have to pay any charge at all.

It is doubly upsetting that [redacted] did not respond to my initial inquiry via email and that his [redacted] has not seen fit to call or respond to my written complaint either.

I certainly expect more from Lexus and would appreciate if this could be investigated.Desired Settlement: I think a call to me from his [redacted], an appology and an adjustment of the excess wear charges are in order.

Business

Response:

This letter is in response to a complaint filed against Lexus of Manhattan through the Revdex.com by [redacted], Complaint ID #[redacted]. After speaking to [redacted], we were able to address and resolve the matter at hand. Furthermore, we have agreed to pay off the remaining balance owed to Lexus Financial Services for the amount of $222.92.

We feel very strongly about all complaints filed against our organization. We always try to do whatever we can to resolve all issues and concerns immediately. No company is without errors and we truly believe that if it was an error done on our part, we will go above and beyond to correct the issue and make sure our customers are satisfied. In this situation, we are pleased to say that we were able to turn an upset customer into a happy one.

Review: In Jan.2015 I purchased a 2011 Lexus RX450H.32,000.00 During My inspection of he vehicle I was very happy to have news tires including new spare tire with the rim,also new floor mates front and back.Spring came I was cleaning my SUV,an notice that the front mates were replaced with old mates and there were no mates in the back.I check the spare tire and found a doughnut tire! I checked all 4 tires and notice that these were not the tires on the SUV when I bought the SUV It was the old bait and switch. I have taken the SUV 3 times and all I got was runaround.All I'm requesting is what I paid for,nothing more and nothing less!Desired Settlement: To replace the 4 tiers and the spare tire with the same rime Note:They replaced the mates but not the ties.

Business

Response:

Not exactly sure what the complaint is for being that the 2011 Lexus RX450h did not come with a Full size spare as a new car from the factory but a temporary spare. The spare is located in the trunk under the carpet mat and only has space for a temporary spare tire. The tires that were on the vehicle when she came to see the vehicle the first time and the tires that are on the vehicle today. All four tires were replaced on 10/**/2014. The vehicle was purchased by Lexus of Manhattan with only a few more miles on the vehicle being that it was for sale and not registered and inspected at that time. The tires were still in like new condition so they were not replaced at Lexus of Manhattan. Attached are pictures of the vehicle when it was being advertised which shows the same tires that are on the clients car currently as well as are in the picture. These items were all explained and shown to the customer who simply wont believe the truth. She repeatedly insulted my intelligence asking if I could understand English. See attached photos.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dear Mr. N[redacted] Thank you for taking time to speak with me last week regarding my claim, against Lexus of Manhattan. Outlined below is the original response I typed onto your website document that did not go through the Revdex.com system for some unknown reason. Please make sure this follow-up is kept as part of my record, and let me know if there is anything else I need to do regarding this matter. Again, I thank you very much for your assistance. Sincerely,[redacted] Claim Number #[redacted] vs. Lexus of Manhattan On the day I went in to purchase my vehicle I checked for certain things: there was a tire in the trunk, four relatively new tires in good condition on the vehicle, I even checked the tread with a coin, and 4 cloth floor mats in good condition. The dealership gave me 2 rubber mats for the front of the car. After taking possession of the vehicle, about a month later I took the rubber mats out to clean them and saw that the cloth mats had been switched to old, dirty mats. I discussed this with management and the mats were replaced. A few months later while cleaning my car I noticed the tires were not in the same condition as the ones I saw in the showroom, although they were manufactured in the same years. I had not taken any long trips or anything else for the tires to be in such poor condition. I decided to check the spare and found that the temporary tire that was there during the purchase had been changed to a doughnut. When I contacted the dealership it wasn’t a good customer experience. I continuously explained my concerns and dissatisfaction with items on the car being switched. The manager’s responses led me to finally ask if he understood English, which he mentioned in his response to my complaint. I asked him once, not several times as he implied. I also apologized. He eventually offered me a wheel balance as a form of appeasement. I’m sending this follow-up because I would like others to be aware should they decide to make a purchase from Lexus of Manhattan where no small sum of money will be spent. If they’re not taking the vehicle the same day they should take photos and notes to be sure they have what they’ve paid for when they take the vehicle home. [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] believes that there was a full size spare in her trunk when in reality every single Lexus Rx of her year did not come with a full size spare. The spare compartment is not larger enough to fit a full size tire. So the claim that we switched her spare tire from a full size to a donut is absurd. As far as switching the tires we went over the photos of the vehicle when it was being advertised and in those photos you can see they are the same brand tires from then until present. When [redacted] came to the dealership the tires were inspected and measured 70%+ of thread. As a courtesy we had a four wheel alignment not a wheel balancing performed to insure the tires would continue to ride and wear evenly as per manufacturer specifications. The alignment was found slightly off by less than a degree and was corrected. Unfortunately this did not satisfy [redacted].