ComplaintsforLexus of Winter Park
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Complaint Details
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Initial Complaint
01/29/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I dealt with the sales guy named Brandon who agreed upon a price for my trade in after running numbers and agreed to sell the car not above the he MSRP. I confirmed multiple times as I live 2 hours away each way. I didn't want to make the drive if we don't agree on a rough number. When I arrived there they changed the numbers altogether and Mr Brandon was no where to be found. I drove for 4 hours for deciet and being lied too. I am beyond upset. This is unacceptable. Their response was sorry! It is false advertising and false promises. Not acceptable!!Business response
02/25/2022
Business Response /* (1000, 5, 2022/02/01) */ Prior to coming in, we did ask who she spoke with that verbally told her we would sell our vehicle at MSRP with no mark up. She was unable to recall the name of the manager that she spoke with and we showed no record notating this offer. We did provide a trade value range in December, however this value was only good for a short amount of time. The guest did not reach out to us again until late January and the trade value is subject change. Once she was at the dealership, we did work a deal showing our vehicle being sold at MSRP and we had the opportunity to inspect and value her trade. She was simply not happy with the trade in value we provided. We value a trade according to the condition of the vehicle, demand in the market and projected profit for the dealership after reconditioning and overhead. We are not bound or obligated to pay what the guest feels their vehicle is worth. Mrs. ***** decided to not proceed with the transaction and left.Initial Complaint
08/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a 2017 Lexus from******* back on July 22 about a week into having the vehicle the check engine light came on******* stated the vehicle still had 2 warranty policies and to take it in to Lexus. On August 6th I had an appointment with Lexus of Orlando to look into the check engine light. That afternoon the service manager Jessica M****** called me to tell me they took my vehicle out for a drive and the service tech got into an accident. Its a total loss according to the appraiser. They told me I had to fight it out with the individual who hit the my car. They have not taken any responsibility for the matter. I believe they should be responsible through their insurance for what happened with my vehicle I do not even know why they took it out for a drive.Business response
10/07/2021
Business Response /* (1000, 5, 2021/08/24) */ Thank you for the Information Ms.******. It is correct that while our technician was test driving your vehicle to check the check engine light it was hit by another driver. As we discussed I am working with the other drivers insurance company The General to ensure this is handled in a timely manner. Consumer Response /* (3000, 7, 2021/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate their efforts to file a claim. However the car is totaled so it's not feasible to repair. I will be in a financial hardship due to this loss. Plus without transportation for me and my child. This company can afford to pay the damages done on their watch. Due to the other party insurance putting in their part. How am I suppose to pay the financing fees on a vehicle that does not exist at no fault of my own. I need a vehicle. What is the resolution. Business Response /* (4000, 9, 2021/09/10) */ In an effort to address the unfortunate event regarding Ms.******' vehicle, we have been working with the insurance companies to achieve a fair and adequate resolution. A claim has been opened and the necessary process has begun to address the damage to Ms.******' vehicle. All claim information has been forwarded to Ms.****** and the Claim Adjuster will be contacting her to gather additional information.
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Contact Information
Customer Complaints Summary
25 total complaints in the last 3 years.
11 complaints closed in the last 12 months.