Thermal Home Improvements

The main issue is that there is nothing that we did to Mr***’s vehicle that would cause the clear coat come off the car. We wash over cars a day and do not have this issue. There was obviously a pre-existing problem with the paint before it came to our dealership. If there is an issue that we responsible for, then stand behind our work and take care of it. In this case, we cannot in good conscious pay for the hood and bumper to be repainted. We feel paying for half the cost is generous and fair for both parties. We would be happy to re-inspect the vehicle with you and MrJatz at the dealership if you think that would help the situation.Sincerely,*** ***Lexus of Sacramento

After speaking to the customerWe went out to look at his vehicle The car had a large multitude of rock chips on the hood and front bumper cover The clear coat was bubbling in various places We saw the areas of his complaint where the clear coat had peeled off the hood and
under the headlight on the bumper cover During his service we only washed the car We did not detail or buff the vehicle Our automatic car wash does not strip off clear coats from the color coat It is our professional opinion that the clear coat had a bonding issue before the vehicle came for service In the interest of customer satisfaction we are offering to pay half of our dealer cost to repaint the hood and front bumper cover Likewise, the customer would need to pay the other half of the cost We do not own a body shop but have a local shop down the street that we use

Even though it is difficult to decifer the complaint I am fully aware of the situation Our Lexus Courtesy Vehicle was loaned out to the customer's daughter (at the customer's request) while we did approx $dollars worth of work to her car After the repairs were
completed, we called the customer and asked her to return our car and pick up her car She stated that her daughter was missing with our carAfter weeks of having the car missing, it was located in Reno The daughter allegedly "sold" our car to her "boyfriend" Another woman was arrested while driving the our car by the Reno Police Dept We drove up to Reno and got the car in the police inpound yardWe then called the customer and stated that she can pick up her car if she pays her bill plus the loaner fees for the excess time the car was missing We also said she can make payments on the amount due On numerous occasions of the customer stated she was coming in to pay but we have not seen her since the incident We do not plan to release her car until we have recieved payment in full for her total bill We do however encourage the customer to come in so we can discuss a payment solution

I spoke to *** *** over the phone on Oct 19, 2017. In order to resolve her concerns, we agreed that Lexus of Sacramento via *** ***dy, would remove the front bumper cover, inspect the front bumper, correct any issues, repaint the front bumper cover and reinstall the cover on
the her Lexus. She was satisfied with this solution. *** ***General ManagerLexus of Sacramento

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
"Hi,I apologize for delayed response.  Mr. [redacted] with Lexus of Sacramento contacted me to resolve the issue with my vehicle.   I am satisfied with the agreement to repair/replace the bumper on my car. He and his entire staff was very pleasant and I am satisfied with we were able to come to a resolution. Thank you kindly, "

Consumer states that the business has contacted her directly. The business apologized,  offered a free oil change and also a complimentary detail. Consumer has accepted the offer  and considers the matter resolved.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I am rejecting this response because: I have requested a copy of the security camera video footage the dealer replayed for me. It's the dealer's position that the video shows the damaged clear coat prior to them servicing my vehicle. They have not claimed responsibility for the damages. I want to have the video reviewed by a 3rd party. I have been accused of falsely misrepresenting the condition of my vehicle. The Service Consultant who did the initial intake paperwork failed to document the overall condition of my car when I dropped it off. I acknowledge the front bumper cover has rock chips, however all the clear coat was intact. My car was delivered to me with new damage to the paint while the car was in custody of the dealer. Lexus of Sacramento should have a "garage keepers" policy or other form of insurance to cover my loss.

I am rejecting this response because: My vehicle is washed weekly and never before has there been an issue with the clear coat. First the dealer claims the damage was already there, but won't release the "proof video" to be reviewed.  Now saying "they had nothing to do with it" is completely false and unsubstantiated. I want the individuals who washed/detailed my vehicle to provide a written statement of the methods that were used. They need to accept responsibility and remedy the matter accordingly.