ComplaintsforFlow Lexus of Greensboro
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Complaint Details
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Initial Complaint
09/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My issue is with the department that handles recalls, not the Greensboro dealership. The only options for filing complaints with the BBB are for dealership locations. I have tried to call the Greensboro location to talk to the service manager about this hoping they had some contacts in that department but the receptionist couldn't seem to get him on the phone. I will start by saying I currently own 3 *****'s and have owned many over the years. I've always loved the brand and the customer service has always been top notch. I have always been impressed with the Greensboro location and have purchased a car from there. I have been loyal to the brand for years and never thought that would change. I was recently contacted by mail about a recall on my vehicle for the brake booster. I contacted the local ****** dealership and confirmed that I did indeed have the brake booster work done in 2019. I contacted ***** and was told I needed to provide service records. I provided those and weeks later I was told that the service records needed to show exactly what was done and why it was done. I had the service manager provide that additional information. I was then told I needed to provide a credit card statement showing it was paid (the dealership wouldn't have done the repair if it hadn't been paid) but I provided a 4-year-old credit card statement to satisfy their demands. I also had to provide proof of ownership and some other things. It was one hoop to jump thru after another. ***** obviously knows I own the car as they sent me the letter. I was then got an email saying the case was denied with no explanation. I called and spoke to Matthew multiple times, and it was always a headache with calling because the people that answer the phone (after you get past the automated system) are just message takers and will always tell me the person that's handling the case isn't available but will call you back in 2 business days. If I happened to miss that return call I was just out of luck and had to start over, that's if they even bothered calling back at all. Finally, Matthew told me the codes that need to be present to qualify were not listed on the codes that ****** pulled. He could not tell me what those codes were. The lack of transparency is a red flag with that. The recall was for the brake booster and ****** determined that the brake booster needed to be replaced years before this recall but yet the "code" isn't correct for it to be covered? The recall is regarding the faulty brake booster and my brake booster was determined to be faulty based on the lights that came up on the dashboard signaling that service was needed on the car. This wasn't something I determined, it was determined by the mechanics. Matthew told me he was still trying to get this approved and after weeks of back and forth I was told ***** would cover the parts but not the labor because I didn't have the work done at a ***** dealership. This did not sound right to me, how could they tell me where the car had to be repaired years after the repair was done. Idon't think that's how recalls work. I was told $1,9xx of the $2,8xx bill would be reimbursed and a check would be mailed to me. I didn't agree with this but I wasn't sure what recourse I had so I left it at that. Now, almost a month later I still haven't received this check and everytime I call the person that I need to speak to is on another line and I'm told they will call me back in 2 business days. I have offered to wait until they get off the phone but they refuse to. This is absolutely not the experience I have come to expect from *****. If I wanted to be treated like this I would have bought a Kia. Everyone I speak to at the ***** Brand Engagement would rather give you the run around than actually help. This has been going on for months and I've spent 15+ hours chasing down the documents requested and trying to get someone to answer the phone or return my calls. I'm assuming they had some sort of legal responsibility to send those letters out because they certainly aren't trying to compensate owners for the issues. I would have rather been left alone than to be sent a letter just to request me to jump thru hoops, then deny the claim, then tell me a check is being mailed when it's obviously not and then not even had the decency to actually answer the phone and speak to me about it. I was told Matthew was looking into what happened. Well, a month ago he told me a check was being mailed. If it wasn't mailed, he should have been the one to contact me with an explanation rather than leaving me waiting the whole time. It seems like they expect me to just forget about it if they give me the run around for long enough. The people answering the phones in the recall department are beyond rude. It's like it's a completely different company than the ***** dealerships. The service has been appalling and I'm to the point of despising *****. They have lost a lifelong customer with all over a recall letter.Customer response
10/12/2023
I have not heard from the business in response to my complaint.Business response
10/23/2023
Thank you *******, for reaching out about the issues with the recall on your *****. We have been in contact with ***** directly to help facilitate communication on their part to help bring resolution to this issue. We were told that ***** would contact you directly and are actively working to resolve the problem. Unfortunately, we can only help connect the two parties in hopes that all questions and concerns are addressed but our hands are somewhat tied in what we can do as the dealer. We will continue to reach out to ***** for updates and provide those to you as we hear them. Thank youCustomer response
10/23/2023
I am rejecting this response because: If you had actually reached out to them you would know they finally resolved the issue and sent the check. A clear example of communication failure. The issue is resolved though, finally.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.