Stevinson Lexus of Frederick

Complaint: [redacted] I am rejecting this response because: This is the second story I have been toldI had heard that filling out the credit applications was part of this type of scamI requested for them to send me proof of my consent but they refused to do so, now I know whyAt least they have now admitted that they do this scam as a policy and that when I was assured that they would not run it, it was an out right lie! If by reading this complaint I can help anyone one else to avoid the financial and emotional stress of having to deal with this type of thing, it will have been worth it! Anyone reading this should know that there are several other Lexus dealerships in Denver that do not have this policy and will not run your credit if you are not asking for their financingI guess I was naive in thinking this place was classy enough to not to lie to their customers, my bad! But to be fair it was my first, and now my last time going to a dealership, at least this one! Regards, [redacted]

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me Regards, [redacted]

Dear Revdex.com, We were saddened to read Mr***’ complaint about his recollection of his sales experience at Stevinson Lexus of FrederickWe take great pride in offering the finest customer experience and so we asked the Salesperson, [redacted] , to describe his recollection of events which you can read belowWith regard to holding Mr***’ keys to keep him from leaving, our showroom is very open with no doors to keep customers from exiting the showroomThe dealership personnel were not aware Mr [redacted] needed to leave for any reason nor did they keep him from leavingThe keys to Mr [redacted] ’ [redacted] were with [redacted] so he could perform the vehicle appraisal and were returned to Mr [redacted] during negotiationsWe understand that one customer’s experience could be the same as another, yet each customer may leave feeling differently about the experienceWe take all customer comments seriously and will review our sales training process to help avoid customers feeling this wayOur goal is to always improve so we are grateful for Mr [redacted] comments and insightWe would appreciate the opportunity to meet with Mr [redacted] again to see if we can turn his feelings around and assist him in the purchase of a vehicleResponse from [redacted] , Salesperson – Stevinson Lexus of FrederickI set an appointment with Mr [redacted] to take a look at our used [redacted] *** He arrived at the dealership and I greeted him promptly and offered a refreshment and restroom break if needed I asked qualifying questions about what he would be using the [redacted] for, what he was currently driving, and looking to improve on, etc He asked why our vehicle was so cheap and I explained that it was one of our older vehicles and that it was clearance pricedI made Mr [redacted] aware that it was only FWD and he told me you don't need AWD in the snow in ColoradoYou just need good tires and know how to drive I moved forward with the test drive, asked him where he usually does his service work and he explained he does it himself I told him we work on most makes and models and if it was cost effective would he service his new [redacted] with usHe said sure I moved forward, and as on every test drive I offered to show him our service breezeway, the inside of our shop, and explained what he can expect by doing business with us like our free car washes, comfortable waiting area amenities, etc During the test drive, he told me the amount he is going to finance and that the other day he was offered $10,for his trade and turned it down because he would not have any transportation I commented we will try to do our best and when we get back to the store we will evaluate his trade and go from thereWhile walking around the trade, a ***, with Mr***, we noted the condition of the vehicle togetherThe front and rear bumpers were peeling and cracked, hood struts needed replacing, windshield was pitted, and the vehicle had 129,miles on the odometer We preceded inside and I offered Mr [redacted] a refreshment againAs I entered everything in the computer, I had him read our evidence material on the [redacted] ***, which included the [redacted] vehicle history report, the work we performed on the vehicle, and I explained that we were a full disclosure dealershipI excused myself and told him to make himself at home while I worked with the Used Car Manager, [redacted] [redacted] evaluated the deal and I presented our offer to Mr***This is when he objected to the traamount He mentioned he was offered $at [redacted] the other day and he also had another interested buyer I mentioned maybe we should move away from trading the [redacted] and that we could continue with the deal without the tradeI mentioned he could take the money from the sale of the [redacted] and apply the funds to the loan principal and save on finance charges Mr [redacted] asked if his payment would be the same if he did thatI said yes, but he would have the [redacted] paid off sooner Then, he mentioned the $payment I said no problem and used my payment matrix to show him how much money he would need down, letting him know we could possibly extend the term, and told him we did not know what the exact payment would be until he filled out a credit statement (which we are required to do by law) The conversation went back to trade, and I asked what would be the least amount he would take if he sold it on his ownMr [redacted] said $ So I asked him a few questions If before he sells the ***, was he planning on fixing both bumpers correctly, getting it detailed, etc.? Together we figured the repairs totaled about $(this did not take into account his trade tax savings)I asked how much his time was worth and he said a lot, and I said that's why we do what we do is so he doesn't have someone at his house, people coming back to him for an issue, people not showing up, or waiting for someone to obtain financing to buy his car I mentioned if we were able to get close to $6,000, could we earn his business today and he said no I excused myself to go check on something and went to get [redacted] to speak with Mr [redacted] directly All of this time, his keys were at the sales manager’s desk [redacted] met with Mr [redacted] and placed his keys in front of him on my desk [redacted] at no time was telling the customer the car was a piece of junk He pointed out the flaws that Mr*** mentioned during the appraisal discussion [redacted] mentioned that his dash was not properly attached on the lower left driver side and someone might have been in there and didn't put it back together properly [redacted] tried to offer him more for his trade at $6,and he said no [redacted] asked Mr [redacted] if we could have his business if we could get him a payment at $a monthMr [redacted] still said no Mr [redacted] said he was going to call the other lead he had on the car and said he might lower his expectations of what he takes for it I mentioned, if he did sell it, I would come pick him up in FtLupton or in Thornton where he works and bring him back to the store to take delivery of the [redacted] *** He agreedWe shook hands and I told him I would follow up with him At no time, were we keeping him from leaving the store or holding him hostage

Dear Mrand Mrs***, we sincerely apologize for any misunderstanding. The Lexus Extra Care agreement has been cancelled and a refund in the amount of $3,will be sent to Public Service Credit Union and be applied to the remaining loan balance. The refund process
may take up to days and you may be contacted by the dealership if more information is needed

Dear Revdex.com,Stevinson Lexus of Frederick obtained a signed credit application for *** *** on September 13, in conjunction with her purchase of a Lexus RXon the same date. By signing the Application Agreement, Ms*** gave the dealership permission to obtain a credit
bureauIt is Stevinson Automotive’s policy to pull credit bureaus on both cash and finance buyers, to ensure the identity of the buyer and to protect our assets. Stevinson Lexus of Frederick had a permissible purpose in pulling her credit bureau in connection with the sales transaction that was initiated by Ms***We apologize for the delay in communicating this information and for any misunderstanding, but because we have a signed credit application, we do not see how Ms*** was harmed by our actions

Dear Revdex.com,Thank you for the opportunity to respond. There was no intent to be dishonest or have the appearance of bullying behavior. The customer was unhappy that her tires were rotated after informing the Advisor not to rotate her tires, so the General Manager agreed to refund $after
the customer requested to be compensated for her time. The Service Manager was checking with the customer to see where the check should be mailed. The conversation about the address on the repair order was not received by the Service Manager. The Service Manager emailed and called the customer with no response. He was checking because some of our customers who have an out of state address also have a Colorado address and she has a Colorado telephone number. The Service Manager was involved because it is a service related issue. A check for $is being mailed this week to the Arizona address on the repair order. We apologize that the tire rotation occurred and that she was upset that the Service Manager was contacting her

Dear Revdex.com, We were saddened to read Mr. [redacted]’ complaint about his recollection of his sales experience at Stevinson Lexus of Frederick. We take great pride in offering the finest customer experience and so we asked the Salesperson, [redacted], to describe his recollection of events which...

you can read below. With regard to holding Mr. [redacted]’ keys to keep him from leaving, our showroom is very open with no doors to keep customers from exiting the showroom. The dealership personnel were not aware Mr. [redacted] needed to leave for any reason nor did they keep him from leaving. The keys to Mr. [redacted] ’04 [redacted] were with [redacted] so he could perform the vehicle appraisal and were returned to Mr. [redacted] during negotiations. We understand that one customer’s experience could be the same as another, yet each customer may leave feeling differently about the experience. We take all customer comments seriously and will review our sales training process to help avoid customers feeling this way. Our goal is to always improve so we are grateful for Mr. [redacted] comments and insight. We would appreciate the opportunity to meet with Mr. [redacted] again to see if we can turn his feelings around and assist him in the purchase of a vehicle. Response from [redacted], Salesperson – Stevinson Lexus of FrederickI set an appointment with Mr. [redacted] to take a look at our used 2009 [redacted].  He arrived at the dealership and I greeted him promptly and offered a refreshment and restroom break if needed.  I asked qualifying questions about what he would be using the [redacted] for, what he was currently driving, and looking to improve on, etc.  He asked why our vehicle was so cheap and I explained that it was one of our older vehicles and that it was clearance priced. I made Mr. [redacted] aware that it was only FWD and he told me you don't need AWD in the snow in Colorado. You just need good tires and know how to drive.   I moved forward with the test drive, asked him where he usually does his service work and he explained he does it himself.  I told him we work on most makes and models and if it was cost effective would he service his new [redacted] with us. He said sure.  I moved forward, and as on every test drive I offered to show him our service breezeway, the inside of our shop, and explained what he can expect by doing business with us like our free car washes, comfortable waiting area amenities, etc.   During the test drive, he told me the amount he is going to finance and that the other day he was offered $10,000 for his trade and turned it down because he would not have any transportation.  I commented we will try to do our best and when we get back to the store we will evaluate his trade and go from there. While walking around the trade, a 2004 [redacted], with Mr. [redacted], we noted the condition of the vehicle together. The front and rear bumpers were peeling and cracked, hood struts needed replacing, windshield was pitted, and the vehicle had 129,500 miles on the odometer.  We preceded inside and I offered Mr. [redacted] a refreshment again. As I entered everything in the computer, I had him read our evidence material on the [redacted], which included the [redacted] vehicle history report, the work we performed on the vehicle, and I explained that we were a full disclosure dealership. I excused myself and told him to make himself at home while I worked with the Used Car Manager, [redacted].  [redacted] evaluated the deal and I presented our offer to Mr. [redacted]. This is when he objected to the trade-in amount.  He mentioned he was offered $7500 at [redacted] the other day and he also had another interested buyer.  I mentioned maybe we should move away from trading the [redacted] and that we could continue with the deal without the trade. I mentioned he could take the money from the sale of the [redacted] and apply the funds to the loan principal and save on finance charges.  Mr. [redacted] asked if his payment would be the same if he did that. I said yes, but he would have the [redacted] paid off sooner.  Then, he mentioned the $150 payment.  I said no problem and used my payment matrix to show him how much money he would need down, letting him know we could possibly extend the term, and told him we did not know what the exact payment would be until he filled out a credit statement (which we are required to do by law).   The conversation went back to trade, and I asked what would be the least amount he would take if he sold it on his own. Mr. [redacted] said $7500.  So I asked him a few questions.  If before he sells the [redacted], was he planning on fixing both bumpers correctly, getting it detailed, etc.?  Together we figured the repairs totaled about $1250 (this did not take into account his trade tax savings). I asked how much his time was worth and he said a lot, and I said that's why we do what we do is so he doesn't have  someone at his house, people coming back to him for an issue, people not showing up, or waiting for someone to obtain financing to buy his car.   I mentioned if we were able to get close to $6,000, could we earn his business today and he said no.  I excused myself to go check on something and went to get [redacted] to speak with Mr. [redacted] directly.  All of this time, his keys were at the sales manager’s desk.  [redacted] met with Mr. [redacted] and placed his keys in front of him on my desk.  [redacted] at no time was telling the customer the car was a piece of junk.  He pointed out the flaws that Mr. [redacted] mentioned during the appraisal discussion.   [redacted] mentioned that his dash was not properly attached on the lower left driver side and someone might have been in there and didn't put it back together properly.  [redacted] tried to offer him more for his trade at $6,000 and he said no. [redacted] asked Mr. [redacted] if we could have his business if we could get him a payment at $150 a month. Mr. [redacted] still said no.    Mr. [redacted] said he was going to call the other lead he had on the car and said he might lower his expectations of what he takes for it.  I mentioned, if he did sell it, I would come pick him up in Ft. Lupton or in Thornton where he works and bring him back to the store to take delivery of the [redacted].  He agreed. We shook hands and I told him I would follow up with him.   At no time, were we keeping him from leaving the store or holding him hostage.

Complaint: [redacted]
I am rejecting this response because: This is the second story I have been told. I had heard that filling out the credit applications was part of this type of scam. I requested for them to send me proof of my consent but they refused to do so, now I know why. At least they have now admitted that they do this scam as a policy and that when I was assured that they would not run it, it was an out right lie! If by reading this complaint I can help anyone one else to avoid the financial and emotional stress of having to deal with this type of thing, it will have been worth it! Anyone reading this should know that there are several other Lexus dealerships in Denver that do not have this policy and will not run your credit if you are not asking for their financing. I guess I was naive in thinking this place was classy enough to not to lie to their customers, my bad! But to be fair it was my first, and now my last time going to a dealership, at least this one!   
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]