Vansibel

Follow up to that post: https://www.clublexus.com/forums/ls-...-adjusted.html

When I stated the amount of BS I have to deal with the dealers over here I wasn’t kidding, this is real. I recently had one dealer replaced two of my shocks absorber, but during that procedure they damaged my link kit and I agreed to pay for the part to get them replaced. So they scheduled another visit, and while at it I told them to replace out of my pocket a retainer that was broken by another dealer who botched the installation of my new bumper a year earlier and to check the uneven suspension height after they replaced the shocks. When I got my car back I noticed something weird: I could see a fair amount of glue between the spacing of the bumper. Service rep then proceed to show me a huge scraping under the bumper and said it was probably what caused the retainer to snap in the first place. I said that’s impossible because I noticed the loose bumper the day I got my car back at the previous dealership. I don’t make a big deal out of it and wonder where I could have done that since I’m usually very careful. So I got back home and proceed to check the footage from my car camera while my car was in the shop. At some point I hear a loud bam, and someone then began screaming at someone else. It looked like someone damaged another customer car while driving it in. I said to myself wow that’s bad, but at least it’s not my car. Then the absolute horror… I see the master tech getting into my car then back up while turning but it’s as if he forgot there was the hydraulic lift legs still under there. Then you can hear a dreadful noise coming from under the car as if the legs hooked different parts of the car and dragged them. Then the guy stop and he literally scream: WTF is that! Then he’s screaming, swearing and get out of the car. Two other tech join him and the three of them stand in front of my car and you can see in their eyes that something really bad just happened. I haven’t been able to assess the extent of the damage yet but I inspected the bumper and several clips are broken, seems like it got dragged out of its place for sure. Basically, they just glued back the bumper together. I can also feel a vibration while driving that wasn’t there before I brought the car in. At that point I completely flip out and call them right away and demand explanation and they better not ****ing lie to me again. A manager call me and didn’t have a choice to admit it since I had video footage of the whole ordeal. He basically put the blame on the master tech for trying to hide it but they also have camera in their garage. And after the service rep told me about the scrape under my bumper I know they were all on it.

I haven’t decided where I’ll go from here. I don’t trust them anymore that’s for sure so no way they ever get close to my car again. Any suggestion on how you guys would handle this matter? Obviously I want to repair the bumper correctly (and everything else they broke) but I fear of damaging the car even more by removing it since it’s all glued back together. I think they may also have damaged mechanical parts on the front end of the car because of the vibration. I have refrain so far from naming the dealer as I want to consider all my options, but I am a hair length of pressing the red upload button. They basically damaged my property and tried to hide it, they lied and though they could get away with it. That’s is beyond bad service, that’s plain criminal.

Devh

What I would do is give them a formal letter in writing letting them know there is something wrong with your car and all you want is for your car to be repaired as if the accident never happened. Let them know that if you are not satisfied with the outcome that you will be reporting this incident to the local authorities as criminal conduct /conspiracy to commit fraud . Let them know that you will be sending the footage to the local press as well as Lexus cooperate in the US and Japan.
That should get their attention.

In my youth as a lot boy at a dealership I participated at the behest of my bosses to stand over and cover damaged by porters and mechanics when a customer received his or her car. I thought it was business as usual at dealerships because that is how the world works and it was grown men approved.
Dealerships are filled with some of the most immoral people you will ever meet.
I wish you the best of luck and hope your situation is resolved.

hfahmy

I would request to meet with the dealer general manager, show him the video and demand that they pay 100% of the repair at another dealer that you trust. Otherwise take them to small claim court. I would also send this video to lexus corp. The is absolutely ridiculous...

Doublebase

They have insurance for these types of situations, so paying for it shouldn't be a problem. This type of crap happens all the time...they cover it up, but this time someone caught them. Good for you.

I've said it before, I'll say it again...stay out of dealers at any cost.

Ascari_2

I would write letters to the head of the dealership, as many heads of Lexus Corp. that you can find, to the BBB, and posting this information on all the forums that you normally visit. In that letter I would briefly (don't get carried away with 5 pages of details) but accurately describe what had occurred, let them know that you have already written to all these places and that you will make the dealer name known on the various forums/review sites if this issue doesn't get resolved, and threaten legal action. I would then propose the questions of "what is Lexus prepared to do" to Lexus since taking your car to a dealer that's under heat would already put you on edge (to me this could be the equivalent of someone spitting into a burger and the customer never finding out).

rudyH

You need to decide what you want done after you think about it a bit. Lawyer letters are cheap and a letter from a lawyer has more clout than you can imagine. The lawyer can help you determine what is fair, or at least what you should ask for initially. I wouldn't spend a lot of time with the dealer after telling them what you want unless they agree to it quickly. Back and forth with them will be aggravating at best and it will be a nightmare in the end. In the meantime, it wouldn't hurt to go to nother dealer you trust, or even one you don't, and get a thourough and complete estimate, even if you have to pay for it. That's what I'd do. Free advice and worth every penny!

roadfrog

Also, (and I'll try to be as gentle as I can), you should have your letter etc proof-read by someone. I say that, because your original post came off as a rant and was not well organized. You want want your letter to be factual, to the point, and very clear what happened and what you expect from the dealer. The advice to have a lawyer help you is a good idea, though I wonder if it will be too costly. I'd do that as a last resort.

Heck, you could even post your draft letter here and we'll go over it with you and help you tailor it to suit you.

Devh

The letter must be concise and to the point giving the dealership a way out before it gets escalated. The reason for the letter is only a formality so they know you are serious and so they cannot play games with you. You also need to have it sent by registered post with a returned receipt so you can have a nice timeline of the steps you have taken in case this matter gets escalated.
I would also research the wire tapping laws in your state because it might come back to bite you.

Maybe a quicker rout might be your insurance company letting them know what happened because it's an accident where the guilty party has admitted fault. An independent adjuster at the body shop of your choice will go over the damage looking for every possible point of damage because their incentive is to get paid by the insurance company for the work which will ultimately be paid by the dealerships bond company. If the dealership tries to get out of any of it the insurance company will represent you for free and you don't have to do any leg work.

zeyger

That is one route but dealers have liability insurance that is used for situations just like this. If you have an attorney, I highly suggest to get them involved. Your car is now damaged and as a result has lost a chunk of its resale value due to the carelessness of the dealer.

Your insurance company will likely NOT pay you for diminished value and you're likely going to get more of a settlement by hitting their insurance company. The logic here is this: why get your insurance company involved when it's not your fault.

Sadly, I've seen dealers do this and worse over and over. Best of luck and if there's anything I can help with don't hesitate to email: michael@zeygerinsurance.com.

Devh

What I meant was your insurance company will represent you which is far cheaper then going at it alone depending on your insurance company. It also assures that the work gets done because it will be based on the adjustment by the body shop for all damages seen an unseen. The process also gets expedited so the car gets fixed ASAP.
All paper work and collection is no longer your headache.
If it's left to the dealer to repair their own damage they may not go the distance and just do the minimum.
The insurance company rout is hassle free but you are right it may diminish the cars value if the accident is reported. The value would be diminished on a trade in even if there is no accident reported because it will be caught on evaluation.

7milesout

I'll mention it again, as I've done a couple times already. Dealerships are WORSE than casinos. They may casinos look like day care centers. Casinos put the odds in their favor, and do not tolerate cheating. Dealerships lie, cheat and steal. No exaggeration.

Vansibel - I know you're having a hard time brother. I feel for you, I really really do. Follow the advice above, take a few really deep breaths. Get to the point that the car is only a material possession, try to put your passion aside. And then deal with it.

But personally, I would push for a vehicle upgrade at no additional cost. Let them have the car that they are screwing up. Start afresh. One that they only took delivery of, and have not monkied with it.


7milesout

01LEXPL

iTrader: (10)

Call Lexus corporate.

I had issues with a [used] Subaru, calling the original dealer wasted my time, trying to reason with a local one proved pointless since they wanted MONEY to fix a RECALL.

Called head office, told them they were trying to refuse a recall [in the US], but applied to the same optional part on my car here... anyways, two phone calls, and I had everything fixed.

Don't waste time with the dealer, the manager, the owner, etc. the corporate office will speak to the manager/franchise owner on YOUR behalf... especially once you mention you have video evidence. They will settle to sort this out 'privately'.

Out of all the car dealer experiences I've ever had TOYOLEXUS is the BEST.

Call here; 1‑800‑26‑LEXUS (1‑800‑265‑3987)
https://www.lexus.ca/lexus/en/secure/contact-lexus


Nice plug

Unfortunately, "diminished value" does NOT exist in Canada. Well, it doesn't for at least the eight companies that I was getting quotes for...

Devh

One thing I forgot to address. I always involve the insurance company anytime my car is damaged or hit especially if it's not my fault even if the other party at fault says they will pay for it without going though insurance. I cant speak about other peoples coverage but my insurance company does not hold it against me unless I was the wrongful party. Why should I go though anyone else when I'm already paying for representation. The insurance companies motivation is the binding contract you have with them and when they determine you are not at fault they will pay regardless if they don't recover payment from the other party. At least my premium does this.

rudyH

I think this is a VERY good point!. I personally though would want more than just the car fixed. I'm not sure what I would ask for, but the dealer escalated the stakes when they tried to hide and in fact outright lied about the damage. That's a really big deal in my book. A lawyer letter is very inexpensive. Having a legal (kind of anyway) contact won't disallow your ability to go through insurance in the future. I'm just yacking here, but the poor guy with the screwed up car has to deal with this and I hope for a great outcome in his favor. I'm not sure, me nt being a lawyer, but I think this constitutes fraud and in most states, that's a big deal. If it comes to it, a jury isn't going to think much of it either.

zeyger

Wow, never knew that about Canada. No bueno