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Lexus of North
Lexus of North Miami North Miami Lexus Terrible Customer Service! DONT GET YOUR LEXUS FROM HERE!!! Internet, Florida
7th of Sep, 2011 by User847916
I recently took out a new lease on a Lexus ES350. Lexus of North Miami instructed to turn my IS250 lexus in early (I still had one month left on my lease) in order to get the best deal on the new ES350 lease. Ron Martin (in the sales department) informed me that they would be "grounding" the lease on my old IS250 through lexus financial and buying the car outright. I was hesitant to do this, as I am very protective of my credit score and was very concerned about missing a payment. He said the process would take about a week to ten days, as they would be working through lexus financial services. After one week, I still had not heard back from Ron or a member of his team to update me on the status of the old lease. This was totally unacceptable, as I had just spent a lot of money for the new car. I decided to call Lexus Financial myself. When I called Lexus Financial, they informed me that they had not received any paperwork from the Lexus of North Miami. I called back to lexus of North Miami who told me that "it would take a few more days." I patiently waiting and nearly one week later, I logged in to my account to check the status of my account. THE CAR HAD NOT BEEN GROUNDED! I WAS STILL RESPONSIBLE FOR THE CAR AND FOR MAKING THE FINAL PAYMENT OF MORE THAN >$400!!!! I was very concerned about the impending payment (which was just two days away), Shocked and upset that I had been lied to, I then called Lexus of North miami again. Ron informed me that "the dealearship does this all the time and that he would check on the grounding process FIRST THING tomorrow morning because lexus financial was closed" (it was five in the afternoon.) I hung up the phone with him and immediately called Lexus Financial. THEY WERE NOT CLOSED, AS RON SAID! Fortunately Lexus financial did confirm that they received the paperwork from Lexus of North Miami and that they were closing the account. It is now nearly four hours after Ron promised to follow-up with me and I still have not heard from him! The lack of customer service and follow-through from this dealership is TERRIBLE! All they care about is selling or leasing you a car, then once the transaction is complete... THEY HAVE NO REGARD FOR YOU! *** BE WARNED*** DO NOT GET YOUR LEXUS FROM HERE! YOU WILL BE MAKING A TERRIBLE MISTAKE!
3322 days ago by Lexus
Lexus of North Miami takes great pride in its customer service, and is very distressed that a simple miscommunication led to the customer’s initial unfavorable posting. We are pleased that the author of the complaint recognized her September 7th error, and posted the “Communication Error” message on September 9, 2011, confirming that Ron Martin did what he said he would do, and ultimately stating that “I have no issues with Mr. Martin and would gladly refer friends and family to see Ron at Lexus Of North Miami.” In order that readers of this report are fully informed as to the nature of the communication error, we are providing below, the text the email exchange with the customer. For privacy reasons, the customer’s name and various contact information has been deleted from the email exchange.

-----Original Message-----
From: "Ron Martin "
To: [customer name deleted to protect her privacy]
Date: Thu, 08 Sep 2011 23:15:36 -0400
Subject: Fwd: FW: TRADE PAYOFF
[customer name deleted],
Please read the attached e-mail...(see bottom)
I was not clear as to why you had written such a negative review on "Ripoff" as I had followed up our conversation early this morning (see below). In fact, I was scheduled to be at work at 11:00am this morning but woke up early today just to make sure all was ok with your account.

After further research this evening, I noticed an error regarding your e-mail address (see below). Our secretary "mispelled" your e-mail address ([deleted]). You will see that I had her follow up with Lexus at 8:30 this morning. I personally followed up this morning and she sent me a copy of the attached e-mail. The e-mail was sent at 8:44 am but since it was the wrong address, it was not received by you. I didn't see the error but it is obvious now.

As you recall, you specifically asked that I "send" an e-mail as you wanted it in writing. Due to an error you didn't receive the message.

The follow up was done, your account is in good standing as I had promised. There was a human error here and nothing reflective of your write-up on "Rip-Off". No one "ripped you off" and I am and always will be proud of my high level of honor and integrity.
Ron Martin

From: Finance Dept. [First and last name deleted]
Sent: Thursday, September 08, 2011 8:44 AM
To: [customer name deleted to protect her privacy]

Good morning [customer name deleted]. My name is [employee name deleted]; I am the Finance Secretary for Lexus of North Miami.

Ron left me a note to check on your payoff. As Ron stated, Lexus does not always show the account as paid in full right away. It can take up to 2 weeks sometimes. As of 7/6/11 your account was paid in full. We get 20 day payoff quotes from all banks for payoffs to allow us time to process them. Please allow several weeks for the records at Lexus to be updated. Your vehicle was traded-in on August 25, 2011, making us responsible for any late fees accrued after that date. You would not be responsible for our late payment, had it been made late.

Again, the account was paid in full on 7/6/11 and you should receive notification from Lexus shortly.

If you have any questions please let me know.


[First and last name deleted for privacy]
Finance Dept.
Lexus of North Miami

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