Complaints

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• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I purchased my ** **** in November 2019, I was sold an unlimited warranty package that I was told would cover everything except consumables (wipers, tires, etc.). Their system was down and I could not review the warranty terms or sign the contract that day. They arranged for me to receive the warranty package and contract in the mail later on, and ******************************* pressured me to sign the finance agreement and buy the car that day, and said we would work on the warranty later. When I received the warranty package in the mail several days later, the terms revealed that almost nothing on my car was covered under the warranty as any hybrid components were excluded, and my car was a hybrid. When I called ****** to remove the warranty, she said my warranty contract was wrong and she would resend it. When I called again that she was incorrect and it clearly did not cover hybrid components, she said she would review it and call me back. I never heard back. Then, COVID broke out and I was not following up as I was an essential worker with ***** developing the vaccine. I reached back out last month as I realized they never removed the warranty from my payments. My payments are not itemized so I had no idea I was still paying for the warranty this whole time. They are refusing to reimburse me for the warranty or take it off of my loan balance, stating that I would have needed to sign a cancellation 3 years ago. They never informed me that a cancellation was required 3 years ago, I assume because I cant cancel a contract that I never signed in the first place. I asked them to produce the warranty contract that I would be cancelling and they cannot produce it for this reason. I have retained a contract lawyer and they are not returning his calls. I am simply asking them to remove the warranty amount from my loan balance with Lexus Financial. I have no supporting documents as the refuse to send my finance contract, and there is no signed warranty contract.

  Business Response

  Date: 06/26/2023

  June 14, 2023 
  

  Dear Sir or Madame: 
  

  The above complainant purchased a vehicle from our Thompson Lexus Doylestown location on November 16, 2019. At the time of purchase, the complainant entered into a finance contract, through Lexus Financial Service, and elected to purchase an optional extended service contract, which was also included in the finance agreement. 
  The complainant signed a retail purchase agreement, along with the retail installment contract, which itemized the purchase price of the vehicle, the trade in value, the optional extended service contract, and all motor vehicle and dealer fees. 
  

  The complainant reached out to this agency more that 3 years after the purchase and expressed her dissatisfaction that she could cancel the warranty but it would be prorated for the time that has elapsed. Prior to the complainant's most recent contact in May, neither party can produce emails or voice mails that indicate a request to cancel the warranty. Extended Service Contract cancellation is a common request in the automotive business and we strive to make sure they are done quickly and accurately to ensure guest satisfaction. It should also be noted that this agency was never contacted by legal representation regarding this matter. 
  

  Our business office escalated the complainant's concern to the General Manager of the dealership, who in turn, contacted the extended service contract company and was able to get an accommodation to refund the full purchase price of the contract, in the amount of $2,990.00 (two thousand nine hundred and ninety dollars). The refund was received by this agency on June 14, 2023, and an ACH wire was sent to Lexus Financial Service, the existing lien-holder on the vehicle. 
  

  There is no further action for this agency on this matter. 
  

  Regards, 
  *** ******* 
  General Manager