Initial Business Response /* (1000, 5, 2016/05/19) */
Customer has been given 0% APR and an additional $500 off of purchase price in the interest of customer satisfaction.
Initial Business Response /* (1000, 5, 2017/05/12) */
Mr. [redacted] was not present for his daughters transaction and all correspondence regarding the tire has been between the dealership and the vehicle owner (his adult daughter).
The vehicle requires a unique sized tire, which was on backorder and...
unavailable at the time of her blow-out. When the tire arrived the dealership made arrangements to pick up her vehicle from her work and return it to her so she was not inconvenienced any further. The repair was completed on May 2nd. While the tire availability was out of the control of the dealership, we wanted to do whatever we could to provide a high level of customer service for the vehicle owner.
Initial Consumer Rebuttal /* (3000, 8, 2017/05/15) */
They did not tell the truth in their response.... I called back after 4 weeks had gone by and was told the tire was still not in .. I insisted on speaking to the manager bout was told he was unavailable but would call me back, I told them that was unacceptable and to page the manager, but the person looked some more and said "oh we have a tire she needs in but is under someone else's name" long story short they put the tire for my daughter under someone's else's name?!?! How long would my daughter had to wait if I didn't call and raise a fuss. This is just poor poor customer service.
Initial Business Response /* (1000, 5, 2016/02/17) */
Ms. [redacted] brought her 10 year old Lexus to our service department last April for a recall repair. She asked us to look at her headlamps while the vehicle was in for the recall and advise her on needed repairs. We advised her that...
condensation in her headlamps would cause her headlamps to eventually fail and gave her an estimate to repair. She declined the repair. Recently she brought her Lexus in because one of the headlamps failed. We attempted to replace the headlamp bulb but the cause of failure was from condensation shorting out the headlamp computer. We put the old bulb back in and then the other headlamp failed and Ms. [redacted] was not charged for our repair attempt. Lexus North America offered to cover the cost of replacement of one of the headlamps as a goodwill repair and we offered to give her a 10% discount on the 2nd headlamp plus provide a complimentary loaner during the repair. Ms.[redacted] insisted that we pay for the 2nd repair or she would badmouth us on social media, use her media contacts through Drury College to intimidate us, file a Revdex.com complaint and lawsuit if we did not bow to her demand. For the record, she bought the 2006 Lexus used from another dealer and has not had it serviced at a Lexus dealer since she purchased it. Considering this, we believe Lexus' offer was more than generous. She was advised of the needed repair one year prior so a little ludicrous to claim we damaged it. We have now declined any offer of assistance from the dealership and have suggested that she contact the used car dealer she purchased it from to see if they want to assist her. The car has been out of factory warranty for over 6 years and has well over 100,000 miles. Ms. [redacted] intends to try and use her prior employment as a media director with Drury College as a way to intimidate or bully us into paying for her repairs. It is disappointing to see someone try to use their position for personal gain.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"Reliable Lexus seems to focus on a lot of stuff that isn't relevant, including false and inflammatory statements. (For instance, never once did I mention any position at Drury, an organization I left as a staff member 16 years ago.) I'm not going to bother correcting the other things they mischaracterize, because there is only one important fact here. When I entrusted my car to Reliable Lexus,the right headlamp was working. When they gave it back to me it, it did not work, nor did the left, the one they were to repair. They broke it, and they expect me to pay for fixing it?
I continue to be surprised that this is an issue at all. Any kid on the playground could tell you: If you break someone's toy, you fix it. Instead, Reliable broke my headlamp, then returned it to me and said they'd only fix it if I paid them. Who is the bully here?
Final Business Response /* (4000, 9, 2016/02/24) */
We stand by our initial statement and we have all correspondence from Ms. [redacted] threatening us. We did not "break her toy" as she claims. She was advised 10 months ago that her headlamps would fail due to condensation in the headlamp assembly and she only brought it back to us once the headlamps failed or were failing. She declined the repair then and now she is trying to get someone else to pay for her repairs.
Final Consumer Response /* (4200, 11, 2016/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The situation remains that I took by Lexus to Reliable Lexus for repair of the left headlamp, which they said they could do. Not only did they not repair the left, they shorted out the right. We did not have any discussion in April 2015 about complications of condensation in headlights. The fact that there was moisture in the sealed headlight unit was noted in a summary given me when I picked up the car. I remain perplexed as to why Reliable Lexus is not willing to accept responsibility for damaged caused by their mechanics.
Initial Business Response /* (1000, 5, 2016/05/19) */
Customer has been given 0% APR and an additional $500 off of purchase price in the interest of customer satisfaction.
Initial Business Response /* (1000, 5, 2017/05/12) */
Mr. [redacted] was not present for his daughters transaction and all correspondence regarding the tire has been between the dealership and the vehicle owner (his adult daughter).
The vehicle requires a unique sized tire, which was on backorder and...
unavailable at the time of her blow-out. When the tire arrived the dealership made arrangements to pick up her vehicle from her work and return it to her so she was not inconvenienced any further. The repair was completed on May 2nd. While the tire availability was out of the control of the dealership, we wanted to do whatever we could to provide a high level of customer service for the vehicle owner.
Initial Consumer Rebuttal /* (3000, 8, 2017/05/15) */
They did not tell the truth in their response.... I called back after 4 weeks had gone by and was told the tire was still not in .. I insisted on speaking to the manager bout was told he was unavailable but would call me back, I told them that was unacceptable and to page the manager, but the person looked some more and said "oh we have a tire she needs in but is under someone else's name" long story short they put the tire for my daughter under someone's else's name?!?! How long would my daughter had to wait if I didn't call and raise a fuss. This is just poor poor customer service.
Initial Business Response /* (1000, 5, 2016/02/17) */
Ms. [redacted] brought her 10 year old Lexus to our service department last April for a recall repair. She asked us to look at her headlamps while the vehicle was in for the recall and advise her on needed repairs. We advised her that...
condensation in her headlamps would cause her headlamps to eventually fail and gave her an estimate to repair. She declined the repair. Recently she brought her Lexus in because one of the headlamps failed. We attempted to replace the headlamp bulb but the cause of failure was from condensation shorting out the headlamp computer. We put the old bulb back in and then the other headlamp failed and Ms. [redacted] was not charged for our repair attempt. Lexus North America offered to cover the cost of replacement of one of the headlamps as a goodwill repair and we offered to give her a 10% discount on the 2nd headlamp plus provide a complimentary loaner during the repair. Ms.[redacted] insisted that we pay for the 2nd repair or she would badmouth us on social media, use her media contacts through Drury College to intimidate us, file a Revdex.com complaint and lawsuit if we did not bow to her demand. For the record, she bought the 2006 Lexus used from another dealer and has not had it serviced at a Lexus dealer since she purchased it. Considering this, we believe Lexus' offer was more than generous. She was advised of the needed repair one year prior so a little ludicrous to claim we damaged it. We have now declined any offer of assistance from the dealership and have suggested that she contact the used car dealer she purchased it from to see if they want to assist her. The car has been out of factory warranty for over 6 years and has well over 100,000 miles. Ms. [redacted] intends to try and use her prior employment as a media director with Drury College as a way to intimidate or bully us into paying for her repairs. It is disappointing to see someone try to use their position for personal gain.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"Reliable Lexus seems to focus on a lot of stuff that isn't relevant, including false and inflammatory statements. (For instance, never once did I mention any position at Drury, an organization I left as a staff member 16 years ago.) I'm not going to bother correcting the other things they mischaracterize, because there is only one important fact here. When I entrusted my car to Reliable Lexus,the right headlamp was working. When they gave it back to me it, it did not work, nor did the left, the one they were to repair. They broke it, and they expect me to pay for fixing it?
I continue to be surprised that this is an issue at all. Any kid on the playground could tell you: If you break someone's toy, you fix it. Instead, Reliable broke my headlamp, then returned it to me and said they'd only fix it if I paid them. Who is the bully here?
Final Business Response /* (4000, 9, 2016/02/24) */
We stand by our initial statement and we have all correspondence from Ms. [redacted] threatening us. We did not "break her toy" as she claims. She was advised 10 months ago that her headlamps would fail due to condensation in the headlamp assembly and she only brought it back to us once the headlamps failed or were failing. She declined the repair then and now she is trying to get someone else to pay for her repairs.
Final Consumer Response /* (4200, 11, 2016/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The situation remains that I took by Lexus to Reliable Lexus for repair of the left headlamp, which they said they could do. Not only did they not repair the left, they shorted out the right. We did not have any discussion in April 2015 about complications of condensation in headlights. The fact that there was moisture in the sealed headlight unit was noted in a summary given me when I picked up the car. I remain perplexed as to why Reliable Lexus is not willing to accept responsibility for damaged caused by their mechanics.