Sewell Lexus of Ft Worth

Customer brought [redacted] (VIN # [redacted] ) in on 10/7/with concern that dash was crackingExtended coverage from Lexus for the dash was as followsPrimary Coverage offers warranty enhancement for the dash until 5/31/2017, Secondary coverage supplements coverage for up to years from the original service date of the vehicleBoth Primary and secondary coverages were expired when the [redacted] (original in service date 5/18/2004) was brought in for service.? [redacted] , per the customer request asked for Lexus Goodwill Assistance (Reference Sewell RO# [redacted] *) for the dash which was subsequently denied (Reference Sewell RO# [redacted] *).? ? Please let me know if you need anything else.? Thanks,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my dispute Please enter your reason(s) for rejecting the business response below I would just like to place on record that I did NOT call the person who called me a nameI told him thanks, have a blessed day, and then hung up.? Regards, [redacted]

Customer brought *** (VIN #***) in on 10/7/with concern that dash was crackingExtended coverage from Lexus for the dash was as followsPrimary Coverage offers warranty enhancement for the dash until 5/31/2017, Secondary coverage supplements coverage for up to years from the original service date of the vehicleBoth Primary and secondary coverages were expired when the *** (original in service date 5/18/2004) was brought in for service. ***, per the customer request asked for Lexus Goodwill Assistance (Reference Sewell RO# *** *** *) for the dash which was subsequently denied (Reference Sewell RO# *** *** *). Please let me know if you need anything else. Thanks,

Already resolved. I just spoke with her and the radio is working as designed. She has assured me that if anything goes wrong with it going forward that she would call me first.Thanks,

At the time of the customer visit the Warranty extension on the dash component had expiredLexus sent notification of Warranty Extension on the dash to all affected customers in July Sewell Lexus of Fort Worth requested consideration from Lexus to take care of the customers cracked dash and Lexus declined any customer assistance. Sewell is willing to cover the Labor portion of the dash install as a Goodwill gesture, customer would owe for the parts portion of the repair which would be $with tax

Customer brought *** (VIN #***) in on 10/7/with concern that dash was crackingExtended coverage from Lexus for the dash was as followsPrimary Coverage offers warranty enhancement for the dash until 5/31/2017, Secondary coverage supplements coverage for up to years from the original service date of the vehicleBoth Primary and secondary coverages were expired when the *** (original in service date 5/18/2004) was brought in for service. ***, per the customer request asked for Lexus Goodwill Assistance (Reference Sewell RO# *** *** *) for the dash which was subsequently denied (Reference Sewell RO# *** *** *). Please let me know if you need anything else. Thanks,

Complaint: ***
I am rejecting this response because: I feel this should have been discussed on several visits to your dealership when it was still available I have no idea why this was discussed only to find out it is not available anymoreAny business that makes an offer to a customer should honor it regardless if the offer is no longer available I expect them to coach the employees not to provide hope to clients to prevent frustration with more customers But you honor those that were misled I never asked for dashboard assistance in the first place but you offered and I accept Why do you want more money for your mistake?
Regards,
*** ***

At the time of the customer visit the Warranty extension on the dash component had expiredLexus sent notification of Warranty Extension on the dash to all affected customers in July Sewell Lexus of Fort Worth requested consideration from Lexus to take care of the customers cracked dash and Lexus declined any customer assistance. Sewell is willing to cover the Labor portion of the dash install as a Goodwill gesture, customer would owe for the parts portion of the repair which would be $with tax

Customer brought *** (VIN #***) in on 10/7/with concern that dash was crackingExtended coverage from Lexus for the dash was as followsPrimary Coverage offers warranty enhancement for the dash until 5/31/2017, Secondary coverage supplements coverage for up to years from
the original service date of the vehicleBoth Primary and secondary coverages were expired when the *** (original in service date 5/18/2004) was brought in for service. ***, per the customer request asked for Lexus Goodwill Assistance (Reference Sewell RO# *** *** *) for the dash which was subsequently denied (Reference Sewell RO# *** *** *). Please let me know if you need anything else. Thanks,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
I would just like to place on record that I did NOT call the person who called me a nameI told him thanks, have a blessed day, and then hung up.
Regards,
*** ***

Customer brought *** (VIN #***) in on 10/7/with concern that dash was crackingExtended coverage from Lexus for the dash was as followsPrimary Coverage offers warranty enhancement for the dash until 5/31/2017, Secondary coverage supplements coverage for up to years from
the original service date of the vehicleBoth Primary and secondary coverages were expired when the *** (original in service date 5/18/2004) was brought in for service. ***, per the customer request asked for Lexus Goodwill Assistance (Reference Sewell RO# *** *** *) for the dash which was subsequently denied (Reference Sewell RO# *** *** *). Please let me know if you need anything else. Thanks,

Already resolved.? I just spoke with her and the radio is working as designed.? She has assured me that if anything goes wrong with it going forward that she would call me first.Thanks,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
I would just like to place on record that I did NOT call the person who called me a nameI told him thanks, have a blessed day, and then hung up.?
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because: I feel this should have been discussed on several visits to your dealership when it was still available.  I have no idea why this was discussed only to find out it is not available anymore. Any business that makes an offer to a customer should honor it  regardless if the offer is no longer available.  I expect them to coach the employees not to provide false hope to clients to prevent frustration with more customers.  But you honor those that were misled.  I never asked for dashboard assistance in the first place but you offered and I accept.  Why do you want more money for your mistake?
Regards,
[redacted]