ComplaintsforGermain Lexus of Naples

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Lexus starts having an issue with A/C the first day we tuned in on. Dealership denied our claim to repair under Lexus bumper to bumper warranty and issued a fake statement that the reason for the A/C is the owner's fault without even looking at it and offering to fix the issue for $2600. Issue was fixed in different places for $52 and five minutes.Employees were rude and unprofessional. I am under the impression that all positive reviews were written by Germain Lexus employees, not customers. I did not see any positive reviews on the ********************** website where people have to identify themself. PLease review the bill and GM responce attached.

  Business response

  11/04/2022

  After careful review of Mr ********* complaint I was able to confirm we did in fact see signs of a clogged A/C drain and the carpet was soaked on the floor of the vehicle. We provided an estimate to unclog the A/C drain, remove the seats, remove all of the carpet, and replace the carpet inside the vehicle. Replacing the carpet was absolutely necessary bc after water sits it causes mold in the vehicle. It is a very dangerous situation and we would not unclog the A/C drain and leave a customer with mold in their vehicle. My service manager kindly reached out to Lexus *** with ********************** in his office to review his concerns & Lexus did not approve it as a warrantable claim. A/C drains can & do get clogged by insects etc and Lexus *** does not warranty those issues. I reached out to ********************** personally and offered to take 20% off of his repair order in effort to help(see attachment). Mr. ********* has written not 1, not 2 but 3 bad reviews of us online. After the 3rd bad review I was very direct about his cyber bullying tactics. Mr. ********* has stated that our **** ****** reviews with a 4.8 star average are fake as well as multiple "Stay Away" statements, etc etc. see attachments. 

  I ask that the Better Business Bureau review our strong history of taking care of our customers and I apologize to Mr. ********* for any confusion as to why we would not just clear the line but are concerned for his health with mold that is growing in his vehicle. 

  We will seek council if he continues to harass us online with false statements. 

  Thank you,

  **** Germain, General Manager, 4th Generation Owner, Germain Lexus of Naples, ************

  Customer response

  11/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:  Owner statement is not correct. It was only a clear water spot under the passenger seat, not more if you spill the glass water. I dried it in 5 min with a hair blower. Driver seat was dry.  Issue was taken out of proportion by the Germain Lexus service department. There was no reason to remove both seats and carpet. According to Lexus US case manager warranty repair was not approved based on dealer claim for the reason of the issue. Dealership was not on my side. Our car was fixed in another shop for $52 instead of the $2600 quote in Germain Lexus and works perfectly without any issues and carpet is in great condition. I do not have an explanation for the quote and employee's unprofessional behavior. 

  Please see attached work order and owner email. His email thound offensive to me. I am 68 years old (former IT director) and he called my behavior childish.

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

  
  

  Business response

  11/09/2022

  I had a long productive conversation with Mr. ********* over the phone. I apologized for not feeling the love he should've felt from our dealership! 

  Mr. ********* is going to give me a heads up when his 5k service is due and I am going to include a free detail along with his complimentary service!

  I hope that Mr. ********* will consider updating his negative reviews after our conversation and knowing that I am his main point of contact moving forward and we will work hard to regain his trust!

• Initial Complaint

  10/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  2008 Lexus GX Blizzard White paint is falling off the vehicle. Lexus sent a letter to those that had the paint peeling issue except me. There is a *** number mismatch in the *** for original color (or so Im led to believe) I bought that car new from Germain, they had many chances to inform me of the recall which had been extended to 14 years. It is a problem on one color, evidently through the whole ****** family including Lexus. I have spoken with corporate Lexus and they refused relief due to ***. I believe that is an error. Corporate said that their decision is final.

  Business response

  10/10/2022

  Germain Lexus of Naples apologizes for Mr. ******* paint concerns. **************** has not been to Lexus of Naples since 11/22/2013 and we have no notes of a paint issue previous to that. The ** had what is called a ***************** Program or CSP" not a Recall. The manufacturer does not give us a list of CSP items with customer information thus we would never be able to contact him. We recommend that he call 1.800.25.LEXUS to continue his discussions with Lexus ***. 

  Customer response

  10/17/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while we find that this resolution is satisfactory to me as to Germain Lexus, we are moving the complaint to Lexus *** in ***** **

  We understand Germain Lexus likely does not control nor have knowledge of activities of Lexus *** et *** We would have hoped they knew and maybe they did or maybe they didnt. Our claim is now against Lexus ***. 

  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. ↩