boss_onie

Yeah, Im also glad it turned out good. Thank you guys for all your inputs

Hey guys, Thank you for all your replies. Just to give you an update. I got the car march 27, It was repaired nicely, I will try to post pics later. The paint was match flawlessly. The lexus main headquarters talked with lexus of wilmington DE, and we all agreed that I will pay half for my repairs. The damage done to the car is paid by lexus 100%. repairs done to the car were: replace 2 air/fuel ratio sensor replace MAF sensor replace 2 knock sensors and wiring harness parts and labor amount is over $2000 I only paid $609, they just declare that the two air/fuel ratio sensor to be under warranty. A/F sensor cost $256/piece. The manager and head of service department, are now treating me nicely. I commend and praise lexus main headquarters for helping me out, If it were not for them, Lexus of Wilmington will stay arrogant and hard on me. To sum it all up, I want to give Lexus main a 200% for their effort in helping me, and Lexus of Wilmington Delaware a 0% for the BAD treatment and stress they caused me. Thank you all guys for posting. I will be around. regards, Ron.

Hello, LOW here stands for Lexus of wilmington, I think. Yeah, you two guys have a point. They will have to be careful next time, Because demerits to lexus dealership means they will not be recognize as an elite lexus dealership. Not being an elite lexus dealership means less customer for them. I hope everything will be fine after this. Thanks for all your inputs, onie.

Hey guys just an update, Friday March 15, I got a favorable response from Lexus main headquarters. I originally have a $1800 for repairs that is scheduled to be done before the accident happened. The dealership lexus of wilmington Delaware will be paying 50% of the cost. I will pay the other half. The damage will still be repaired by lexus wilmington DE at their cost. Thank you for the advice SW30ES. I just want them to learn a lesson, that they should treat customers right. I hope this story will also be of help to others, that they can count on Lexus Main headquarters to discipline/have authority over those dealers who are doing these things. I commend Lexus customer satisfaction and give them 200% effort in helping me. regards, onie

Hey guys, Thank you very much for all your replies. Just an update, When i saw the car, I have to go to the body shop. The body shop is winner auto, The shop is really nice, and the people work there is very professional. They also offer lifetime warranty on there work. I am now waiting for the delaers response, as they are now being contact by lexus main department. I hope everything would come out favorable on my side. The way I was treated was really unacceptable. I am willing to just accept what happen, if thats the case, But I want them somehow to learn there lesson. Never do those things to there customers. Godbless everyone, Ron.

Hey guys, Thank you very much for all your replies. I have reported this to Lexus main head quarters, and they are now doing a research. I was treated badly by the dealership. I will keep you guys updated. To SW03ES, I want to make a quote when you said: "First of all you need to understand that the dealership is not owned by Lexus, it is a privately owned business. Your issue is with Lexus of Wilmington, not Lexus corporate." - I know this, But do you know that lexus main department has there own way of dealing with these kind of dealers who don't treat there customers right. regards onie

Hi, any advice and comments is appreciated. I had a bad experience with the dealership of Lexus of Wilmington, Below is my story. pictures of the damage: click the link below: http://bossonie.pinoyreklamo.com/L1.jpg http://bossonie.pinoyreklamo.com/L2.jpg http://bossonie.pinoyreklamo.com/L3.jpg http://bossonie.pinoyreklamo.com/L4.jpg Summary: I schedule the car to be repaired. I got a call that the car was damage during the test drive on a HEAVY SNOW DAY. The director for service and parts did not treat me right as well as the overall head manager. I was trying to ask for a diminish value on my car, they don't seem to care. They just want to fix the damage, and I think, thats it for me, because, Accidents happen. Detailed story: February 28, 2009 Saturday – I sent the car (have it towed) for repair. David scheduled the car for repair on Monday. David told me, that the guys assigned on my car, will call me, inform about the expenses and ask for permission to install the parts. March 2, 2009 Monday (Heavy Snow day) Gregg Ritter called me, informing me that the problem was still apparent. According to Gregg, they test drove the vehicle on a heavy snow day, the vehicle’s rear quarter panel, driver side, ended up being damaged. According to Greg, my vehicle, being test driven by a Lexus technician without my prior knowledge and/or permission, slid and struck another vehicle on the road. Gregg asked for my permission to repair the vehicle. I told him to hold off on repairing anything as I was surprised and I wanted to see the vehicle first. We want to see the damage on the car first, before we make any decisions. Gregg further stated that the damage was VERY MINOR, he said that it could be repaired in 2 days. Gregg said that there was a 4-inch damage to the vehicle. We told him that we wanted to see the car right away, unfortunately Gregg told us that your office was closing early because of the HEAVY SNOW DAY. We asked for pictures at least and Gregg told me he will email it to us. I gave him my email address. By the way, Greg told me that there was a police report but did not show me the actual report so I can read it. March 3, 2009 Tuesday, We went to lexus of Wilmington and spoke with Gregg Ritter. Summary of Discussion: I am disappointed/unhappy, of course and I kept asking questions about the accident, how and what happened. Gregg seemed to be somehow irritated and began speaking aggressively and defensively. Saying things like, “It was just an accident, ‘accidents happen’.” Gregg also said that when I brought my car for repair, I signed a waiver and a paper allowing your office to test drive my vehicle. I did not sign anything. He was so arrogant. I felt belittled. He also stated that the car was not there for frequent service ANYWAY and he made it seem like Lexus was somehow giving us a favor by fixing the damage that they created in the first place. Also, while we were there, Gregg made us feel like it was a sin to ask him questions about the accident. He was so defensive and he raised his voice at us a lot. I was very disappointed and was very upset inside, although it did not show, and that is why I kept on asking questions about the damage. If there is any person who should be irritated, it should be me, not Gregg. Gregg stated these words in a raised and aggressive manner: “Technically, we are not responsible for the car because when you came in here, you signed a paper stating that we can test drive your car. But since we are LEXUS that is why we are trying to make it right. We can just have your insurance company involved in the first place but did not because we are LEXUS.” Gregg also implied that we were accusing him of negligence. How can Lexus not be responsible for damage that their employee caused or was involved in? Was Gregg implying that I should be the person solely responsible for fixing the damage? Gregg kept on saying, “these kinds of things happen, accidents happen”. Gregg also stated that this situation has also happened a couple of times before my incident. He mentioned that my lexus was not frequently serviced there and he also added that “Normally, if this happens to a regular customer, I would just call them and inform them about the situation and they will signal a GO on the repair.” Gregg implied that just because I am not a regular customer there, I don't know how things work and I don’t trust him. How can someone, with their first repair done there, suddenly receive a phone call saying that their car was damaged and feel that he can TRUST that dealership? In the middle of our discussion he suddenly, in what seemed like a burst of anger, said, “DO YOU THINK SOMEHOW, WE ARE TRYING TO HIDE SOMETHING FROM YOU? IT WAS JUST A MINOR ACCIDENT, AND ACCIDENTS HAPPEN! ” Gregg cited an example, if someone was driving my car, and it was involved in an accident, then the person who was driving is at fault will be the one responsible for the accident. Did he mean that I, as a Lexus paying customer had to talk to the Lexus technician/driver and have to work things out with the driver since he was at fault and not Lexus? When we were trying to ask, why they did a test drive on a very heavy snow day, Gregg became more aggressive and yelled at us three times, ”ARE YOU SAYING THAT, IT WAS NEGLIGENCE ON OUR PART ” The situation was turned around here, he was mad at me, the owner/customer, whose car got damaged. He said, “In the first place, we could have just called your insurance and informed them that the car was in an accident .” (Its simply telling me that I am somehow responsible for the accident happened because I allowed them to test drive the car. – which I did not gave permission to . I did not sign any paper saying they can test drive the car.) He followed “But, since we are LEXUS, that’s why we are trying to have it fixed right away.” (Trying to sound that he was doing me a favor.) I know what LEXUS is , that’s why I bought one, Lexus stands for Luxury and excellence in everything. From the car performance to customer service. I was not treated the LEXUS WAY, Somehow, I was treated like I bought a low-end vehicle. I live in a community of lexus owners, My friends have already expressed their disgust towards your service department manager. It would have made a lot of difference if I was treated professionally. March 4, 2009 – I spoke with Alex Haeffer – head manager of Lexus Wilmington. what happen below: No apology was given by the manager. The manager was also tough on me. Alex, also told me that he knows what happen and giving the option, to have it repaired on there body shop, or he could write a check for $1200 and have it repaired. I asked him, “Is this how you treat your customers?” I was trying to ask about the diminished value of the car? He told me that it’s a ten year old car, there is not much diminish value on the car. somehow implied that Lexus does not holds its value, which makes me feel I own a very low end car. Lexus are showing in there commercials that they have great resale value, and yet my car was discriminated because it’s a Ten year old. Alex Haeffer tries to shut me off early in the discussion, as I was still about to tell him that I was not treated well. He is backing up what Gregg had done to me, not treating me right and professionally. Its seems to be clear to me, I was not treated with care and professionally both by Gregg Ritter (director of service and parts) and Alex Haeffer (Overall head manager, Lexus Wilmington.) Is this really how LEXUS treat there customers? I am trying to have an impression, that all LEXUS are like this dealership. Just because I am not a regular customer at there dealership, that’s why I don’t get the treatment that I am supposed to get. Is this a discrimination between a regular customer and new customer. my opinion, I don't want a car that has been damaged. It will never be the same for me. Knowing the damage was very near the gas tank. Plus the treatment that they gave me. Need help please. advise, comments? suggestions?