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Northtown Lexus Reviews (5)

Northtown Lexus has addressed these items with Mr [redacted] several timesThe Subaru had a tire leak and it was fixed immediatelyThe Subaru was repair the first time properlyThe second time the Subaru was at Northtown Lexus it operated properly and the tires didn’t lose any airWe kept the Subaru for days and check all tires, all the tires held air properlyNorthtown Lexus gave Mr [redacted] $of goodwill money to buy tires if he thought they were not up to his standardsMr [redacted] bought a great pre- owned vehicle that one tire lost some air, he has been compensated Northtown Lexus doesn’t offer and exchange programNorthtown Lexus has done everything possible

From Northtown Lexus, On January 4, 2018, *** *** emailed Northtown Lexus that he was interested in purchasing a pre- owned Subaru Legacy that we had on our pre-owned lot. On Saturday, January 6, 2018, *** *** came into Northtown Lexus, test drove a pre-owned
Subaru Legacy sedan with 12,miles vin # ***, and decided to purchase our Subaru over a new 2018. Mr*** said if we could reduce the Subaru by $800, and he could purchase it for $24,200, it made sense over a new SubaruMr*** needed time to transfer funds, so he elected to take delivery on Friday, January 12, 2018. After the delivery, Mr*** emailed us that he had a slight vibration in the rear of the vehicle, his tire was losing air, and he asked if we had an exchange program. We thought since the vehicle was on our lot for days, it may just have a flat spot in the tire, and with driving, it would go awayOn the Friday when Mr*** took delivery, it was degrees. The next day the temperature dropped to degrees; that causes air pressure to drop off in tires. Regardless, Northtown set up an appointment to get the vehicle in to be assessedWe explained that we do not offer an exchange program. On January 19, Northtown Lexus replaced a valve stem on the passenger side rear tire and road force balanced all tiresThe vibration went away, and the tire was no longer losing airThe Subaru operated as designed with no vibrationWe explained that we do not have a pre-owned vehicle exchange program for a new carMr*** emailed us once he got home that the passenger side rear tire was losing air, and the Subaru had a slight vibration around MPHWe set an appointmentOn January 22, we drove to Webster, N.Yto Mr***’s home to pick up the Subaru, and we left him a new Lexus loaner to drive while we assessed the tire and vibrationHis vehicle had 12,miles on itFrom January to January 26, we monitored the Subaru tires, and they didn’t lose any air nor did we find a vibration. We also checked the tire monitor system for proper operation, and it was operating as designed. We had our Lexus Diagnostic Specialist road test the vehicle and examine all tires for air leaks. We had our Lexus Service Manager road test the vehicle for a vibrationThere was no vibration and no tire leak. We also brought the Subaru to Northtown Subaru where the Service Manager, Kevin O***, road tested the vehicle for vibration at speeds up MPH. MrO*** said the vehicle drove as designed, and there was no vibration. We were not able to duplicate the vibration in the Subaru, and the vehicle was operating as designed. I called Mr*** to explain that the vehicle drove as designedMr*** was frustrated with the vehicle and our dealershipI explained that we can’t fix a vehicle if it is operating properlyWe felt bad that our dealership was not close in geography to Mr***’s home, and he was inconvenienced. We had offered to purchase a new tire for the car, if he thought we were incorrect. Mr*** demanded that Northtown purchase two new tires for him. Northtown Lexus agreed to purchase two new tires at total cost of $to resolve his concernNorthtown Lexus didn’t have the tires in stock. We offered to order the tires and have them on Monday, or he could purchase the tires closer to his home, and we could give a check for $Mr*** asked for the check, and we delivered the Subaru back to his homeAt this point I thought we settled up for any concerns. Northtown Lexus has done everything possible to make sure the vehicle is safe and is operating as designed. Northtown Lexus doesn’t offer an exchange program or a buyback program with vehicles and has done all we canIf Mr*** wants to purchase a vehicle from another Northtown dealership he can once he has received the title from NY StateThe sale price would be between him and that dealershipThat dealership would assess the trade value of Mr***’s Subaru based on their facts not what he paid for it. Sincerely David J D***General Manager Northtown Lexus

First, please find attached a transcript of my e-mails to and from the dealerThey document my version of the events which I'll s*rize below. In addition to copies of the attached e-mails, I have a series of texts and phone calls made which supplement the written correspondence (I can provide evidence of those texts and calls to you when I return from business travel, and as requested by you). As you'd expect in any case where you're involved, my version of the facts is vastly different than what David D*** wrote. Before listing the differences in the facts, I have made the following offer to Northtown multiple times, and to solve the problem fairlyI have made the offer beginning with the sales person on the second day after piand subsequently in various correspondence with the dealerHere are the details of that offer: AI would sell the car back to NorthtownThey would return the full purchase price plus the taxI would give them a $rebate for their time and troubleSo, I would take a personal loss of $1000. BSince Northtown also owns a Subaru dealer, I was willing to buy a new Subaru at a negotiated priceTherefore, they would have the profit from the new vehicle sale and $of my money from the return of the original vehicle soldI made this offer because I purchased a vehicle weeks ago which I subsequently found is unsafe to driveI have no transportation to carry me to and from long distance business travel. Now, for the other details:Within two days of pickup, I wrote and called the David D***'s son and asked them to buy back the car because of a violent shake found in driving the car at highway speedIt was not observed during the test drive, since the roads around Buffalo were snowy, and it was driven at lower speedsSince having taken possession of the car ONLY days ago, I have rarely driven the car because of the continued unresolved pressure problem in the tires and the associated shake. The car was advertised as "certified used"However, the tire pressure was found to be low when I pulled off the highway shortly after pickup, and in trying to determine the cause of the shakeThe tire inflation cap was also missing on the right rear tireShould a car dealer check the air pressure before a customer picks up a car, especially one that apparently has sat on their lot in cold weather; and for an extended period? I returned the car to BuffaloFix flat was found in one of the tiresDavid D*** advised he called the prior owner and his friend of years to learn the prior owner had sold the car to Northtown with an undisclosed tire pressure problem. David omits this oral conversation from his submissionThe valve stem was replaced and tires rebalancedOn return to my home, the tire continued to lose pressure and the car had a more noticeable shake (there is no minimum or slight shake, that's a term David has made up)After elevating the problem to Tom M*** and David D***, the car was picked up by Northtown for evaluationNorthtown kept the car for multiple days, denying me the use of the car for business travel, and necessitating that I rent a carThey returned the car and said the tire pressure was normal, the TPMS was working, and that the problem was all in my head. A $check was given as an inconvenience reimbursement for potential future trouble shootingI cashed the check with the endorsement 'does not waive any warranty'' to indicate this was not a solution, only my belief they were placing the problem back on me and I had no other options since use of the car was denied to me (I can send you a copy of the check with the endorsement on my return home from my business trip). David D*** orally stated the tires were not losing air, and I should have no problem with the safety of the carNonetheless, I checked the tire pressure to verify their fix upon return of the car to me, and found a loss of pressure againNet, two visits to the dealer = no change in the tires losing pressure. I made a video to illustrate the tire pressure loss, and sent it to David D*** (I can forward the copy of the video and other texts as needed). The SIGNIFICANT DIFFERENCE is the car was originally losing air in the RIGHT rear tire, and is now losing air in the LEFT rear tireDavid D*** stated the tire and rim were not switched during trouble shootingTherefore, it makes no sense on why the pressure loss is now in a different tireTherefore, the contention new tires will fix the problem is contra-indicated. On a side note which is apart from the major facts, I was told by David D*** orally the car was in their inventory for weeksAs he writes now, they had the vehicle for monthsThis is a simple issue: The vehicle sold is still not being driven until the issue with rear tire pressure is solvedIt is a SAFETY issueIn addition, all three representatives contacted at Northtown have been unwilling in ANY way to EQUITABLY resolve the issue financially, allowing me to return the vehicle and purchase one that I can SAFELY driveI would also humbly ask that you present my offer to the Northtown ownership or their attorney, so that an impartial representative in their company can evaluate the offer apart from DavidTo summarize: Northtown has been unable to repair the car inside a period of weeks, despite multiple chances to get the car ready. If Northtown needs an independent test the car is losing air pressure, we can decide who will do the test and proceed as the results of that test indicate. Northtown has been unwilling to consider a financial settlement to resolve the problem. I cannot drive the carLosing air pressure in tires, and without an understanding of root cause, may lead to an accident. By the steps above, I am hoping you find it evident I am very willing to work with NorthtownI am at your mercy and that of Northtown. Thank you

Northtown Lexus has addressed these items with Mr. [redacted] several times. The Subaru had a tire leak and it was fixed immediately. The Subaru was repair the first time properly. The second time the Subaru was at Northtown Lexus it operated properly and the tires didn’t lose any air. We kept the Subaru for 4 days and check all  4 tires, all the tires held air properly. Northtown Lexus gave Mr. [redacted] $500 of goodwill money to buy 2 tires if he thought they were not up to his standards. Mr. [redacted] bought a great pre- owned vehicle that one tire lost some air, he has been compensated.  Northtown Lexus doesn’t offer and exchange program. Northtown Lexus has done everything possible.

[redacted] and [redacted] have grossly overstated their claims. In a effort to accommodate [redacted] Northtown Lexus has detail their 2016 Lexus RC300 three times over the period of a month and explained the paper work three times by the Finance Manager and General Manager. The...

spot on the rear seat was the size of a spec of dust and it as clean once it was pointed out. The license plate frame was adjusted to manufacture specs. The claims were so grossly exaggerated we brought in two independent automotive experts to evaluate the vehicle. Niagara Frontier Auto Dealers Association paint and detail associate Dale P[redacted] at [redacted] and Auto Vin appraiser Robert H[redacted] Both experts stated the paint was flawless and the vehicle was in brand new condition. They could not find a scratch, ding, or gouge.Please see the photos in the attachments. David D[redacted]General Manager716-839-4600 ext [redacted]

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