ComplaintsforRichmond Lexus

• Initial Complaint

  26/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I leased a car from Richmond Openroad Lexus. Then I met a Lexus sales ******************* last month, because the lease would expired and needed to return the car. ******************* recommended a new car to me, and she said the car is very popular. She said if you want to lease the brand new car, you have to sign a $1000 non- refundable document, otherwise you can not get a new car until the used one expires. I signed the document. After I backed to home, my friend said he liked my used car, he would buyout from Lexus Richmond, so I transferred my used lease car to my friend. Last week, ***** gave me a call and said she couldnt give me the brand new car, because I didnt give them back the leased car. If I still want to lease the brand new car, I must to buy about $3000 scratch insurance. I said I dont want to buy scratch insurance, please return the $1000 deposit. She said you have signed the non refundable document, so you can not get it back. I said you didnt mentioned that I have to back the used lease car to get the new car. The sales said you can keep this $1000 as a credit for next purchasing; however we cant do refund, which is our policy.* **** ******* **** * ***** *** *** *** *** **** *** ******* *** *********

  Business response

  07/07/2023

  Hi There

  Refund has already been proceed, will take 5-7 business days to get into your account

   

  Thanks

• Initial Complaint

  08/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I'm in ******** and found a car at Richmond ***** in **. Dealer sent me pictures of any damages he could find on the car. In addition ***** has something that is called ***** ********* *********. Its a ***** wide standard of a detailed inspection with mechanical checks but also anything that affects optical appearance of the vehicle. Point 138 on the check list specifically reads seats clean, not stained, worn, cut, cracked. Having a certificate like that gives customer a lot of confidence to buy a car remotely. In this case we are talking approx. $50.000 car. ***** dealers advertise this certificate in a big way. Trusting the certificate, I paid a deposit and flew to ** with my wife. At the dealership we discovered that one of the seats had deep scratches. When asking the dealer how the car passed the advertised inspection and why the damage wasnt brought up by the sales guy, the answer was that I got a great deal already and its a used car after all. The issue I faced now, I spent approx. $1500 in travel expenses trusting that ***** dealer follows the advertised ***** inspection. If I didnt buy the car, I would spend at least the same amount to fly back. I would be out $3000 and still no car. If I took the car, I would have to repair the seat, which is approx. $1000 in material and estimated same amount in labor. I offered the dealer that they pay for the part (seat cover) and I would do the replacing of the seat cover myself. The answer was pretty much take it or leave it. Then the manager said that they have a specialist that will come and he can make it disappear. Few hours later they put some sort of a paint product over the cuts, but it didnt make really much difference. I ended up taking the car because I would be less money out than not taking it and flying back. I see the advertised certificate as false advertising ,it lead me to believe the car was in a better condition. I would like the dealer to pay the full cost of a replacement seat cover.

  Customer response

  08/03/2023

  Good day. Dealer has never sent me the pictures of this damage. But I want to clarify a bit the sequence of events.

  1. Dealer told me over the phone (and texts) that the car comes with the "***** Certified Pre Owned" inspection. Since this is a ***** wide standardized inspection, this lead me to believe that the inspection has been actually performed as it should. This inspection covers any possible damages, but in addition I still asked the dealer to send me pictures of any damages that he can find. I was not notified of any damages to the interieur of the car. I even asked if the car has any weird smells like animals or smoke or anything like that. I was very specific

  2. With that in mind I made a $1000 deposit and flew from ******** to ********* with my wife. We also had to spend a night at a hotel. The dealer was aware of all that.

  3. As soon as we saw the car next day and noticed the damage, I had the choice. Get my deposit back (which was still doable) and stay at least another night in ********* and fly back.

  Theoretically no one forced me to buy the car, but the dealer knew exactly that at this point the money I already spent, and will have to spend to get back home is most likely bigger than the damage. Since there was nothing else wrong with the vehicle, the only economically smart decision was to make the deal happen and to drive the car back.

  4. My main complain is, that by using (in my opinion) false advertising by telling that certain things have been checked and are in good condition, it was misleading and I didn't know it until I already spent money and was put an an situation where I would be more money out not to buy the car than to buy it and fix it.

  5. ***** ****** and the dealers pride themselves with this certified inspection as it gives people like me a lot of confidence to buy a vehicle remotely. Because especially on the optical / visual issues you don't really need an inspection sheet while standing in front of the car and looking at it. It has a real value (when done properly) for anyone coming from far away knowing what to expect. 

  Customer response

  08/03/2023

  I would like a refund for the amount it cost to repair the seat.
  ***************************
  
  Thank you

  Business response

  21/03/2023

  Spoke to the guest, we understand his concern on the seats, our product advisor didn't take all the photos we needed prior to guest coming in, we tried to fix it during time of delivery but it wasn't up to guest's satification. 

  We have offered the guest $1000 goodwill cheque to resolve the issue or help with seat cover, guest is happy with our response and will let me know which way to proceed forward

  Customer response

  29/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The $1000 settlement was something I offered when I was sitting at the dealer is a stalled out situation. The flights home for this end next day were sold out (in case I wouldn't buy the car), and my Insurance in ******** was closing in less than an hour. After the insurance would close, I wouldn't be able to move the car on that day (in case I would buy it). I spent the majority of the day at the dealership and finally ran out of time. Back then it was a quick decision to make at least something work and I made this offer which was rejected by the dealer.

  On the top of that, the seat damage is only one damage amongst other issues that the car has. These I haven't even mentioned to BBB just to keep the case simpler and the typing space is limited on the complaint form. But the dealer is well aware of other damages as well.

  As per my original complaint to BBB, the last sentence reads "I would like the dealer to pay the full cost of a replacement seat cover."

  I'm asking from the dealer for $2000.  
  

  Considering ***** pricing for parts and service and the fact that the next ***** Dealer is 250 km away from where I live, $2000 won't give me a car that I expected initially, but it will help to cover at least a big potion on that.

  
  
  Sincerely,
  
  ***************************

  Business response

  31/03/2023

  When I spoke to the guest last week and offered the $1000 or seat cover replacement, he seems very happy with the offer we have provided. He said he will get back to me on which option he'd like to go with. 

   

  We tried to resolve the stituation but it would seem like guest wants to have more offered than intial after a few days. Our current offer stands as a good will. We will not reimburse $2000 for this issue. 

  Customer response

  31/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,

  Not really happy with the solution, but will take the $1000 and I guess it is what it is. It just takes too much time dealing with this.

  As soon as the Cheque arrives, BBB can consider the case as closed.

  Please send the $1000 cheque to

  ***************************

  **** *** *** *** **** ******* ** *******And just as a note to the dealership: As bad as it is for me losing money on this deal because I bought a vehicle in much worse condition that your ***** inspection stated.

  For myself to see at least something positive in it, it just helped me to realize which car brand to avoid.  It was an attempt to switch all my vehicles to *****, which turned out to be a mistake.

  It is more than just a dealer not doing it's homework, it's a big Brand that doesn't have a certified brand-wide inspection system that works.

  This is a much bigger problem than a sales guy simply missing a picture (which would be understandable).

  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  bought a new car from Richmond Lexus and traded in my lease-end ***, but this was a $1050 deposit from *** that I paid when I leased *** ***, after the trade-in assessment, sales told me my *** was good, the $1050 deposit *** will refund to me when we pay off the car, but when dealer pay off the car, they apply my deposit to the payoff amount without my agreement. I talk to the sales manager and they find many excuses to try to not give to me. Also, this dealer is compulsory to add much insurance that we do not need. tires, scratch, etc, (insurance is optional on the contract) and compulsory add a delivery fee which is $799. for just 10 minutes delivery.

  Business response

  05/08/2022

  We are processing the refund for the customer for the security deposit **** ***. 

  Customer response

  05/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩