[To assist us in bringing this matter to a close, you must give us
a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response until I received confirmation of the removalThese BOTH show up on my credit reports just like this:
07/12/LEXUS OF ROCKVILLE Unknown - Credit Extension, Review, Or Collection
07/11/LEXUS OF ROCKVILLE Unknown - Credit Extension, Review, Or Collection
Regards,
*** ***
Lexus is providing guests with *** vehicles until the airbag part is in for the customer. I am happy to arrange *** for the guest. Please advise so that I am able to reserve the rental
THE COMPRESSOR HAD AN INTERNAL SHAFT BROKEN CAUSING FREON NOT TO PRESSURIZE. CUSTOMER STATES THAT IT WAS WORKING WHEN HE CAME IN BUT WE DO NOT HAVE VERIFICATION ON THAT BECAUSE THE WORK WE PERFORMED WE DO NOT REMOVE THE COMPRESSOR OR DISCHARGE THE SYSTEM. I CAN SUBMIT A GOODWILL REQUEST...
TO LEXUS CORP TO SEEK ASSISTANCE ON THIS REPAIR AND WE WILL CONTACT THE CUSTOMER DIRECTLY.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:I requested for written and certified assurance that all paid services were actually performed. "Numerous calls were made" is a false claim and has now made me even more suspicious. first a female person called which I returned the call but no one returned my call. A male person called and left a voicemail to call his cell phone, he left a quick message whose tone and content of his message wasn't convincing at all. Lets keep it simple and consistent with my initial request. A certified written letter assuring me that all services that I paid for were actually performed on my car (with complete list).
Regards,
[redacted]
We did put refrigerant into the system and it does not work the compressor is not pumping. Then we remove the Freon because we cannot leave it in there because the front seal is leaking on the compressor and will leak all the Freon out.
[redacted] opened a case with our Legal Department to file a lemon law. Customer feels this is a defect and is unsafe. We have attempted to replace the [redacted] with an aftermarket [redacted] system and we've offered to buy a phone for the...
customer at no cost to them, but customer was not happy with either.We feel that we have done all that we could to help this situation.
We would like to apologize for the inadequate communication in our part with [redacted]. Although, [redacted] feels we did not perform service and has questioned our work, we have documentation that we did the work and we also have vehicle inspections performed...
during each service as far as brake measurements and tire measurements. We have attempted to reach the customer over the phone several times and have left voicemails, but have not received a call in return. We are happy to have the customer come in so we can perform a maintenance in front of the customer (which he can schedule when convenient for him).As for Ann not responding to his voicemails, she has been on maternity leave since November and just returned January 16th
We pulled the customers deal and we only show one credit was pulled. Can we ask the customer to send us what she has that showed we pulled it twice? We can contact the credit bearu to let them know it was a mistake.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]I am rejecting this response because:This is not what happened. Nothing was done to my vehicle. The service department took it back and looked at it and determined there was either very little to no refrigerant. The compressor was not turning, and that could have been due to a broken compressor or the fact that there was no refrigerant in the system so it could not kick in. Since the AC system is a sealed system, the only way for the refrigerant to be removed is either due to a leak, or it is discharged manually. Refrigerant also is not allowed to be discharged without logging it, since it is illegal to do so due to the damage to the environment. They advised that it could not be assessed whether there was a small leak, big leak, or a compressor valve issue unless they filled the AC system with refrigerant and it would cost me $180 to do this. I told them let me think about it and took the vehicle to get a second opinion. They never told me any of the information that I am responding to now. If the compressor valve is broken then the AC system would not be cooling now as I detailed in my previous message. Attached is the invoice.
Regards,
[redacted]
Customer is currently in the process of Lemon Law
[To assist us in bringing this matter to a close, you must give us
a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response until I received confirmation of the removalThese BOTH show up on my credit reports just like this:
07/12/LEXUS OF ROCKVILLE Unknown - Credit Extension, Review, Or Collection
07/11/LEXUS OF ROCKVILLE Unknown - Credit Extension, Review, Or Collection
Regards,
*** ***
Lexus is providing guests with *** vehicles until the airbag part is in for the customer. I am happy to arrange *** for the guest. Please advise so that I am able to reserve the rental
THE COMPRESSOR HAD AN INTERNAL SHAFT BROKEN CAUSING FREON NOT TO PRESSURIZE. CUSTOMER STATES THAT IT WAS WORKING WHEN HE CAME IN BUT WE DO NOT HAVE VERIFICATION ON THAT BECAUSE THE WORK WE PERFORMED WE DO NOT REMOVE THE COMPRESSOR OR DISCHARGE THE SYSTEM. I CAN SUBMIT A GOODWILL REQUEST...
TO LEXUS CORP TO SEEK ASSISTANCE ON THIS REPAIR AND WE WILL CONTACT THE CUSTOMER DIRECTLY.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:I requested for written and certified assurance that all paid services were actually performed. "Numerous calls were made" is a false claim and has now made me even more suspicious. first a female person called which I returned the call but no one returned my call. A male person called and left a voicemail to call his cell phone, he left a quick message whose tone and content of his message wasn't convincing at all. Lets keep it simple and consistent with my initial request. A certified written letter assuring me that all services that I paid for were actually performed on my car (with complete list).
Regards,
[redacted]
We did put refrigerant into the system and it does not work the compressor is not pumping. Then we remove the Freon because we cannot leave it in there because the front seal is leaking on the compressor and will leak all the Freon out.
[redacted] opened a case with our Legal Department to file a lemon law. Customer feels this is a defect and is unsafe. We have attempted to replace the [redacted] with an aftermarket [redacted] system and we've offered to buy a phone for the...
customer at no cost to them, but customer was not happy with either.We feel that we have done all that we could to help this situation.
We would like to apologize for the inadequate communication in our part with [redacted]. Although, [redacted] feels we did not perform service and has questioned our work, we have documentation that we did the work and we also have vehicle inspections performed...
during each service as far as brake measurements and tire measurements. We have attempted to reach the customer over the phone several times and have left voicemails, but have not received a call in return. We are happy to have the customer come in so we can perform a maintenance in front of the customer (which he can schedule when convenient for him).As for Ann not responding to his voicemails, she has been on maternity leave since November and just returned January 16th
We pulled the customers deal and we only show one credit was pulled. Can we ask the customer to send us what she has that showed we pulled it twice? We can contact the credit bearu to let them know it was a mistake.
Customer brought vehicle in today and is having the repair completed.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]I am rejecting this response because:This is not what happened. Nothing was done to my vehicle. The service department took it back and looked at it and determined there was either very little to no refrigerant. The compressor was not turning, and that could have been due to a broken compressor or the fact that there was no refrigerant in the system so it could not kick in. Since the AC system is a sealed system, the only way for the refrigerant to be removed is either due to a leak, or it is discharged manually. Refrigerant also is not allowed to be discharged without logging it, since it is illegal to do so due to the damage to the environment. They advised that it could not be assessed whether there was a small leak, big leak, or a compressor valve issue unless they filled the AC system with refrigerant and it would cost me $180 to do this. I told them let me think about it and took the vehicle to get a second opinion. They never told me any of the information that I am responding to now. If the compressor valve is broken then the AC system would not be cooling now as I detailed in my previous message. Attached is the invoice.
Regards,
[redacted]