ComplaintsforWoodfield Lexus

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Woodfield Lexus (WL) failed to diagnose my car and recommended an expensive and unnecessary repair for $2,546 and would not have solved the problem. I had my car accurately diagnosed by another mechanic and repaired for $737. The ** on my 2012 Lexus Rx350 was not blowing cold. Sometimes it did, sometimes it didn't. On 5/9/23, an independent mechanic was able to override an ** sensor to get it to blow cold and the problem was a bad sensor or possibly needed a software update. That mechanic had first confirmed the problem was not the Freon and there was pressure in the coolant lines (so not a leak). On 5/11/23, I went to WL and told them what the other mechanic said, "** won't work. There is coolant and appears to either need a software/firmware update or sensor issue"WL said the Freon was empty. While the car was hooked up to the gauges, I asked WL twice to show me the gauge that Freon was empty, they did not let me. WL also said when they "added a little freon, its worked". Later ** said the compressor was bad and would be $2,547 to replace. I had the car repaired at another mechanic who ONLY replaced the sensor, not the compressor. 1. WL refused to show me the Freon was empty, when I saw 2 days earlier it was not. 2. The mechanic was not honest when he said, "when I added a little Freon, it worked". If the compressor was bad, even with *****, it would not blow cold.3. Woodfield said they would not charge me for **. Invoice shows $80 charged as **.4. THEY RECOMMENDED REPL**ING THE COMPRESSOR. THE *** HAS SINCE BEEN FIXED AND THE COMPRESSOR WAS NOT REPL**ED.5. When I asked for a full refund of the $224.30 diagnosis fee, WL said, We are able to refund you $100.00 to conclude this concern. We would have wanted the opportunity to recheck our diagnosis in order to refund the entire. You had the work performed elsewhere."

  Business response

  07/18/2023

  Customer came  in for service with an air conditioning issue asking for our diagnosis. Woodfield Lexus has not seen or serviced this vehicle since 3/11/2020.  Customer was clear that she was working with a friend mechanic on repairs.  After a thorough inspection and tests, we found the customers compressor and clutch assembly had internal damage.   In order for a Lexus certified repair center to clear any codes, sensor or updates,  we must make sure the repair was completed thoroughly and to Lexus standards. Customers mechanic was apparently able to do a  fix but we feel this was not a proper repair for the concern. Customer stated he was able to bypass the codes.  This is something we cannot do unless properly fixed. We had an estimate of parts $1,172.00 and Labor $1230.00 plus tax and shop supplies totally $2,546.68. We feel confident in our findings that this is what is needed to properly fix the customers concern.  We feel the customers intention was to get any codes cleared, sensors  or updates on a repair done by a friend mechanic.  Again, we cannot clear things without a proper repair. 
  We feel we provided customer with a proper diagnosis of the air conditioning repair of her 2013 Lexus RX 350 with ******* miles VIN #*****************.
  In good customer relations we did offer customer a $100.00 refund even though we felt we did what she asked us for. 
  We do not feel we owe the customer any refund as we provided her with what she requested.  

  Customer response

  07/20/2023

  
  Complaint: 20316563
  
  I reject this response and resent the accusation made by Woodfield Lexus.

  1. Woodfield Lexus is incorrect when they said "I was working with a friend mechanic on repairs". I was not. I told them I only had a diagnostic and brought my car to Woodfield Lexus for the repair. Their invoice states: Customer Request: Air conditioner wont work. There is coolant and it appears to either need a software/firmware update or SENSOR ISSUE. 
  

  2. Woodfield Lexus Service Rep and mechanic each said the car had no Freon. None. But,when he added a little, it worked. They billed me $80 for Freon. When I left, then ** did not work. 
  

  3. Woodfield Lexus responded:  for a Lexus certified repair center to clear any codes, sensor or updates,  we must make sure the repair was completed thoroughly and to Lexus standards. Who asked about clearing codes? Not me. I wanted my ** fixed. . What does it mean completely thorough? When I initially asked Woodfield Lexus for a refund for the diagnostic fee they asked for evidence I had my car fixed. I gave them evidence. They then said if I wanted a refund I should have brought my car back to Woodfield Lexus PRIOR to having the ** repaired so they could RECHECK their diagnosis. Woodfield Lexus now writes they made a proper diagnosis. 
  

  4.Woodfield Lexus responded: Customers mechanic was apparently able to do a  fix but we feel this was not a proper repair for the concern. Woodfield Lexus proper diagnosis would be to replace the compressor for $2,546.68. My ** has since been fixed for $737.27 and works great. A local, honest, auto establishment, MasterTech in ******* **,  replaced the faulty sensor, and did not replace the compressor. MasterTech is ASE certified and has 4 technicians each with more than 20 years experience. Woodfield Lexus feels this is not a proper repair.
  

  5. Woodfield Lexus responded: Customer stated he was able to bypass the codes.  This is something we cannot do unless properly fixed.  There was no code. We never said we bypassed codes. We said another mechanic bypassed a sensor and got the ** to blow cold.  I never asked Woodfield Lexus to bypass a code. Im not sure what they mean by properly fixed or proper repairs. Woodfield Lexus recommended an unnecessary repair for 3X the actual cost to repair the **. 

  6. Woodfield Lexus responded: WE FEEL THE CUSTOMERS INTENTION WAS TO GET ANY CODES CLEARED, SENSORS OR UDATES ON A REPAIR DONE BY A FRIEND MECHANIC.   This is blatantly false and shame of Woodfield Lexus for this accusation. I never asked Woodfield Lexus to clear any codes or do anything improper. I asked them to fix my ** as their own invoice stated. ON 5/11/23, the Woodfield Lexus Service Rep asked who diagnosed the car. We told him it was a mechanic in PA. We  were traveling from PA back home to ** the next day. The mechanic who provided the initial diagnosis was in PA. MasterTech in *******, **, repaired my **. 

  
  My car is routinely serviced and maintained at a local mechanic. 
  

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

  Business response

  07/25/2023

  
  In response to rejection. We feel your story is changed. The following is an email conversation between *********************, Customer Relations Manager and yourself, see paragraph 2(bold) and #3 on your list.    This contradicts #1 in your response in that you were  working with a friend mechanic.  No mention of a mechanic in PA. 
  
  *****-
  Thanks for the follow-up.
  
  The ** on my 2013 Rx350 was not blowing cold. We were advised and agreed to a $205 diagnosis fee. The complaint said 1.) we believed there was coolant and 2.) it may either need a sofware/firmware update or a sensor issue. 
  
  Vic, Lexus Service Rep, later called and said the car had no coolant. We also spoke with your Lexus mechanic who said when he added a little bit of coolant the ** worked. We again told *** and the mechanic we did not believe that the issue was not coolant since the day prior, a friend hooked up a gauge and diagnostic tool to measure the coolant levels that showed pressure in the coolant system. Our friend said he bypassed a sensor setting with his diagnostic tool and got the ** to blow cold. When we told this to Vic again, *** said there could be pressure in the system without coolant and the gauge is the gauge.  We again reiterated we believed it was a sensor issue. Neither Vic nor your mechanic addressed our concern with the sensor.Later that day, *** then called back that the compressor was not turning on,had internal damage and would need to be replaced. 
  
  I do not believe Lexus completed a diagnostic on my car, which is why I would like a refund of $224.30.
  
  I just had my ** fixed which now works. A sensor was replaced. The compressor was not replaced. 
  
  Why I believe there were dishonest services:
  
  1. If the compressor was damaged/not working, how did your mechanic add coolant and get it to blow cold?
  
  2. The ** has now been fixed. A sensor was replaced. The compressor was not replaced. The same compressor your mechanic and service rep said was damaged.
  
  3. I was advised the coolant was empty. While in the service bay, I asked the mechanic and *** to show me the gauge that showed the coolant was empty. They did not. I do not believe it was empty and neither the mechanic or service rep could confirm it was empty when asked. It was not empty the day before when checked by our mechanic friend.
  
  4. I do not believe my original complaint of a faulty sensor was addressed or diagnosed. The original complaint said there is coolant and it appears to either need a software/firmware update or SENSOR ISSUE. 
  
  5. Of the 2 diagnoses provided by Woodfield Lexus for no coolant and bad compressor, both were incorrect.
  
  Thank you for your time and consideration.
  
  *************************
  
  
  
  We feel you came in for a diagnosis youre A/C concern in which you were charged a diagnostic fee which you authorized.   
  
  We followed our diagnostic procedure and again feel confident on our findings and feel we do not owe you a refund.
  
  
  
  

  Customer response

  07/26/2023

   
  Complaint: 20316563
  
  I reject this response. 

  
  Woodfield Lexus "feels" I changed my story by changing my "friend" mechanic to a "mechanic in **". That's your response? You dont want to address the fact you recommended unnecessary repairs that would have cost  ~$1,800 more than the actual repair needed?  Or, the 2 things you diagnosed were actually not the problem? Nothing you diagnosed was part of the actual repair. Or, why you feel the repair by MasterTech, ******* **, an auto shop in business more than 30 years were not proper, even though my AC now works great?

  
  We didn't change our story. We absolutely told your service **** **** that it was a mechanic in ** who gave ** the initial diagnostic. How it that even relevant to getting my AC fixed? Yes, the mechanic was in **. Yes, it was a friend mechanic. 

  
  I am disappointed Woodfield Lexus once again failed to address any of my concerns and instead just changed the narrative to gaslight me. It is disappointing and dishonest. 

  
  Thank you BBB for allowing this info to be publicly available.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  04/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I got car for woodfield Lexus aftr 3 days car stop completely I call them no one help me the car is not driving I towed to them I didnt receive any call I need to return the car its been 6 days when I got it I need help please they say where not returning

  Business response

  04/18/2023

  *************************** did purchase a 2014 ****** GT-R High Performance vehicle with aftermarket parts installed,  on April 5, 2023 from **.  Before his purchase we agreed to have the vehicle inspected by a third party of ****************** choice.  After inspection, **************** was completely satisfied and  chose to purchase this vehicle as is. Once we heard of the issues **************** was having with the vehicle,  we brought vehicle back to Woodfield Lexus for an inspection of the concerns.  **************** was not satisfied, so in good faith, we are voiding the transaction and are in the process of a refund.    

  Please advise if we can be of further assistance.

  Sincerely,

  ***********************
  General Manager
  Woodfield Lexus
  ************
  *******************************

• Initial Complaint

  03/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a letter from lexus financial services about a credit application about the request for credit that I did not apply for nor requested anyone to do. upon contacting the number on the letter to explain that this was a fraud and they need it to remove this inquiry from my credit they told me that there is nothing they could do I needed to dispute it with the credit bureau. it is unacceptable that they don't take ownership and help the people that are calling in trying to find out who is committing fraud and they report to the correct department to protect the public. they also send my information to other ****s to get this loan approved they also ran my credit and they won't remove it because the request to process this information for credit came from Lexus and they have to put in the request. now I have inquiries from ***************** *****, ****** financial, **** of America, Lexus financial services, and capital one **** that is also showing by request of Woodfield Lexus and investigation need to be conducted and the dealer needs to be fine by allowing some to commit fraud and the damages that this is causing to me and my credit. How easy was it for this individual that they probably know the person that uses my information but how hard is it for me to get this remove and report fraud for this dealer to protect people like me? This is very unfair and I will like Woodfield Lexus investigated ************

  Business response

  03/13/2023

  March 13, 2023
  
  Better Business Bureau of ******* & Northern ********,Inc.
  ******************************************************************************************** 60611
  customer.relations & *****************************************
  RE:  *************************************
          ********************************* 1R
          *******, ** 60634
  To whom it may concern,
  Please be advised a credit request was sent to ** through  Route One, a credit application portal sight used by Woodfield Lexus,
   by the complainant,  giving us authorization to run credit on January 31, 2023. The signature is digital.  We then submit her application to various financial
   institutions to obtain the best rate for our customers request.
  In addition,  the complainant also emailed us on status of her request.  Attached please find documents to confirm our actions. Her social security and
   drivers license has been ****** out for security reasons.  Under these circumstances, we are unable to remove the inquiries.
  If there is any further information needed, please advise.
  Sincerely,
  ***********************
  General Manager
  *******************************
  Woodfield Lexus
  ******************************************************** 60173
  CC:  *******************************

  Customer response

  03/15/2023

   
  Complaint: 19560888
  
  I am rejecting this response because:

  Clearly its a very poor answer so you are telling me that someone could impersonate , use  and commit fraud with someone else information and you response it is that it was done online through the portal and your office without verification and confirmation goes and runs it and give that information to other banks to do the same but there is no one at fault. I am pretty sure that some that works there know something but they are covering this issue .for this reason the BBB should implement a law or regulations that wont allow dealers to conduct this type of transaction to keep the people information save and protected . The dealership should be responsible and take ownership and implement more security 
  
  Sincerely,
  
  *************************************

  Business response

  03/17/2023

  We have all confirming documents in regards to the credit requests.  There is nothing more we can do.We did nothing wrong.   If someone obtained her information and used it fraudulently, the customer must file fraud charges to try to determine who committed this fraud and file with the credit bureau.  Perhaps she should seek an attorney for fraud on her information.  

  We apologize that we are not able to help this customer.

  Sincerely,

  ***********************
  General Manager
  Woodfield Lexus

*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. ↩