ComplaintsforLexus of Mobile

• Initial Complaint

  11/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We requested to test drive a used vehicle overnight. ****** had obtained approval from her manager in order for us to do so. Monday, 11/1/2021 we arrived to test drive the vehicle. We had no plans to have our credit processed or to apply to purchase without the overnight test drive. When we arrived **** ******** approached us, without giving us opportunity to enter the building. We said that we were scheduled to meet with ******. He advised us she works in finance, and would not be showing us the car. We stood outside the dealership, as it appeared we were not allowed inside until he showed the vehicle. He left us standing outside while he went to get the keys. We were very confused, and thought that we weren't allowed inside to meet ******. We thought it was Covid policy and did not argue. We did a quick test drive and went inside, to ****'s desk. We did not get to meet with ****** until waiting for hours. We missed picking up two children due to this. **** insisted that we would not be able to test drive the vehicle overnight until we filled out paperwork to purchase the vehicle. We questioned this, and **** said it is his sales manager's policy. We again told him that we had approval. He insisted we would have to be approved for financing to purchase the vehicle before we were able to drive it home. He said it would soft hit our credit in order to find out what our payments would be. He LIED to us. They did a full hit, and we unwillingly signed all the purchase/trade in paperwork. We finally met with ******, who was not aware of the predatory sales process with ****. He had also HIDDEN the overnight rental agreement in the papers we were signing! We were there almost 7 hours total. We even left at one point, and they called us to come back. The sales tactic by **** was shady and slick. I believe that ****** was misinformed by ****. If we had spoken to her when we first got there, things would have gone smoothly. We asked her to destroy our paperwork.

  Business response

  12/02/2021

  Business Response /* (1000, 5, 2021/11/15) */ In response to the complaint filed by Ms. ******, I feel there is some miscommunication between my managers, salesperson, and the customer. She is 100% correct that she and her husband were approved for an overnight test drive. The only stipulation is that they agree upon a price/figures first. The Lexus salesperson, **** ********* and Finance Manager, ****** ********* were proceeding with this plan, but neither informed the sales manager that this was the customer who had requested an overnight test drive. **** did the pricing, which the customer agreed to and then asked how they were paying for it. When told they were financing, he asked for credit applications and continued working payment, as that was important to the customer. We obviously had some internal miscommunication and I'm extremely sorry that Mr. and Mrs. ****** bore the brunt of our errors. There was no fraud or games being played. It was a case of people assuming they were all on the same page and they were not. I have counseled all the parties involved to try and prevent this from happening again. We take great pride in our reputation, and we are all disappointed that we have not met that standard with this family. If we can ever help them in the future, I will personally make sure the sales process is smooth. Sincerely, ***** ******* Managing Partner

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