Lexus of Route 10

Mr. Tucker, Thank you for taking the time to speak with me. We certainly would never purposefully offer a vehicle that we are aware is not currently in inventory and available. Your associate is new to our company, and a very hard working and talented salesperson. We apologize for the oversight, and again, wish to reiterate no aspect of this oversight was intentional. Thank you for your understanding. Brad Vaill Guest Experience Director Lexus of Route 10 973-319-3254

Eric, Mr. Williams, Myles, your service consultant spoke with you and your warranty company on 2 separate conference calls to clarify that your aftermarket warranty coverage was for internal seals, whereas external seals were not covered. This was explained during those conference calls, and an estimate was provided for the repair, which you approved prior to performing the repairs. You are correct, the parts are not that costly, however the repair does require extensive labor to complete. You state in your review that you did not understand the reason for the repair not to be covered, but again, this was discussed at length during your conversation with Myles and your warranty company. When reached today by our dealership to follow up on your service and ask if you had any questions, you hung up on the representative assisting you, and did not answer Myles' return phone call, but instead posted this review. Regardless, Myles reached out yet again, and not only answered any questions you had, but also to provide a reminder that a loaner vehicle was provided to you so that you were not pressured to make a decision in one day, but instead to take you time to weigh your options and make a decision you were comfortable with.

Eric, Our team showed you photos and a video of the concerns on your vehicle. The labor time we quoted was in line with standard labor rates for the repair performed. Your consultant also spoke with you and your extended warranty company twice. You were given a loaner and extended time to decide if you wished to proceed with the repair, knowing exactly what the final price would be. You approved that work, and now are using review sites in an attempt to re-negotiate the price of a repair that has already been completed. This is not how we conduct business, and it is unacceptable to attempt to provide inaccurate information in reviews in attempt to receive compensation when the work was done properly, and with prior approval from you. We welcome you to visit another service facility moving forward.

I never hung up on anyone also i asked for time you said i had to bring the loaner back again the impression he gave me that my car had to be fixed immediately again lets be realistic the price was outrageous $800 dollars for labor so lets tell the truth then yes you did call me more concerned about the rating more than anything telling me thats how you get paid your more concerned with that than the customer satisfaction

The more i think about it most places i know if they diagnosed your car they wont charge you if there doing the work but thats not the case here again there more worried about reviews then the satisfaction of the customer again i wont stop if i dont stand for something i will fall for anything all im asking is for a price reduction that i believe i deserve after me doing research it didnt take long to perform this work you showing me pictures dont mean to much take me to the cat as all customerrs should be and let me see for myself you really had me going that it needed to be fixed now let me ask a question would you have paid that price no i look to hear fromyou guys to see if we can resolve this

Eric, Our team showed you photos and a video of the concerns on your vehicle. The labor time we quoted was in line with standard labor rates for the repair performed. Your consultant also spoke with you and your extended warranty company twice. You were given a loaner and extended time to decide if you wished to proceed with the repair, knowing exactly what the final price would be. You approved that work, and now are using review sites in an attempt to re-negotiate the price of a repair that has already been completed. This is not how we conduct business, and it is unacceptable to attempt to provide inaccurate information in reviews in attempt to receive compensation when the work was done properly, and with prior approval from you. We welcome you to visit another service facility moving forward.