Complaints

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a used 2020 charger **** pack from Valley Lexus on 8-26-23 . When I purchased the car was advised the car still had a few months left of factory warranty. Also purchased a 6 yr 75k mile warranty for $2200. After a year I put a little over 5k miles on the vehicle with no Issues. I traded it in and got a new vehicle. ***** to cancel extended warranty with the warranty company was advised that the dealership backdated my warranty to the original sale of the car which is in 2020 not the day of my sale which was 8-26-23 so they lied to me by telling me that I would have a 6 year ****** mile warranty when in reality I only had a 3-year ****** warranty. That's not what I was told when I purchased the vehicle! They told me I would get a refund of $1400. I spoke with the ****************. They told me for the length of the vehicle I've had and the current mileage, I should get roughly 87% to 90% of that money back, approximately $1900. The dealership I purchased the car from, would have to correct the date of the warranty. My paperwork says 8-26-23 as the date of sale of the vehicle and resubmitting the paperwork would correct the problem. We let *** ***** the general manager know what the warranty company said. *** said he called them and they didn't say that. This isn't true and they document everything and anytime someone calls about my account.The warranty company said he never called them. The gentleman who did my financing and sign the contract with me, is no longer working for the company. So I called the dealership and spoke with a finance manager about the back dated warranty. He told me that that was accurate. I then got a phone call from the general manager *** *****. I was offered $1400, $1500 then $1600. When I refused he will not return phone calls or emails.I need a resolution since they are not trying to refund my $1900. I don't feel I should have to negotiate what is rightfully mine! I just want my refund and be done with the situation

  

  Business response

  10/07/2024

  Although, we have a different perspective and interpretation about what transpired in this situation we are going to refund this client $500.00 and when combined with the $1400.00 he is or has gotten from Toyota Financial Services he will have received what he has asked for.

  Sincerely 

  Ron Fortt

  General Manager

  Valley Lexus of Modesto

   

  

  Business response

  10/07/2024

  Although, we have a different perspective and interpretation about what transpired in this situation we are going to refund this client $500.00 and when combined with the $1400.00 he is or has gotten from Toyota Financial Services he will have received what he has asked for.

  Sincerely 

  Ron Fortt

  General Manager

  Valley Lexus of Modesto

   

  Customer response

  10/09/2024

  I am rejecting this response because:

  them saying there will refund my money  and actually following through are two different stories 

  I called to cancel my warranty today and was informed the dealership had already done  so and had my refund sent to them instead of me 

  so that just delays me getting what is rightfully mine 

  they don't like to return phone calls or emails 

  only reason they did is because BBB got involved 

  once i actually receive my refund I'll be happy to close the complaint 

  
  

  

  Business response

  10/10/2024

  I have investigated the warranty cancellation. Mr. Labrecque is correct he has not received his $1464.00 from Lexus Financial and it will be coming to us. We have issued a check for $1946.00 to Mr. Labrecque. I have reached out to him to find out if he would like to pick it up or have it mailed. If we don't hear from him by close of business today it will be overnighted to him.

  Sincerely 

  Ron Fortt

  General Manager

  Valley Lexus

  Customer response

  10/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  They have sent me a check in the full amount .

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Valley Lexus in Modesto ********** to replace two O2 sensors and a brake sensor after that I was called by *******************************, informing me that my car was ready I went to the dealership I paid $1700 get the car after I took the car home, check engine light switch off the next day. I drove the car check engine light comes on. I go back to the dealership. I informed him that the check engine light was on. They did another scan and told me that my Cadillac converter was going on which I shouldve been informed if ******** can convertibles going out at the same time that they did the O2 sensors I feel as though Ive been robbed of my money, and I need for my money to be refunded to me because the dealership ripped me off and its not business practice.

  

  Business response

  02/15/2023

  Valley Lexus offers the following response:On August 11th, 2022, we informed our guest his bank 1 sensor 1 O2 sensor had failed along with his bank 1 sensor 2 O2 sensor which appeared to be an aftermarket *********** sensor, and was incorrect for his vehicle, so we recommended he replace both sensors. The oxygen sensor, sometimes called an O2 sensor, is a device mounted in the exhaust system that constantly monitors the oxygen content in the gases that exit the engine. Oxygen sensors are located before and after the catalytic converter. Two non-functioning sensors will not properly report if a catalectic converter is functioning correctly or not. We also advised the guest he had some substernal engine oil leaks that are contributing to his failed O2 sensor as engine oil was saturating the sensor and shorting the sensor internally. On January 25th, 2023, the guest brought the vehicle to have the (2) sensors replaced. After replacing the (2) sensors the vehicle was test driven, and the previously present failure codes were no longer present.

  The vehicle was operating as designed and returned to the guest. At some point during the guests drive home approximately 45 miles, the check engine light came back on. When the guest returned to the dealer for re-inspection, a new failure code for the catalectic converter was present, and had not been present prior. We as the dealer have no way of knowing when a part will fail, or when the vehicles onboard diagnostics will detect a failure in the near or distant future. We can only assess the current state of the vehicles operation. Valley Lexus invites the guest to contact the ****************** Manager, which has not been done thus far, to discuss the request for reimbursement, as the amount stated is more than the amount the guest paid for the replacement of the two sensors. 

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