- Report: #1157992
Complaint Review: Lexus Meade of Southfield - Southfield Michigan
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Author Not Confirmed
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Lexus Meade of Southfield
28300 NORTHWESTERN HIGHWAY Southfield, 48034 Michigan, USA
Phone:
8882299195
Web:
http://www.lexusofsouthfield.com/
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Lexus Meade of Southfield Belittling, Rude, Inconsiderate Southfield Michigan
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To start off, the workers here are very impolite. This has been the worst experience I’ve ever had to deal with. Here is a recap of what happened:
I hit my car and ruined my rear bumper on 3/3/14. I didn't receive an estimate from Marty of the Southfield Lexus Meade until 4/14/14. After following up numerous times with both the Lexus dealership and my insurance company, I kept getting the runaround. After being fed up with the laziness of both parties, I called the head of my insurance company. That was on 6/5/14. They then proceeded to tell me that they were waiting on the Lexus dealership, because the paperwork was never submitted. So I called Marty once again. Her exact response to me was, "I'm so sorry. It was one of those things that I knew I had to complete, but I just kept pushing the paperwork to the side. It's not like me to work like this. I apologize." Really?! Three months later and you're going to tell me that my car collision paperwork wasn't important enough for you to submit to the proper people? UNBELIEVABLE.
After she finally submitted the paperwork, Global Impact Solutions came and picked up my car. That was on 6/16/14. Kim Robbins of Global Impact Solutions told me it was going to take 3 business days to complete. That means I should have had my car back to me by 6/18/14. 3 business days passed, and my car wasn't returned to me. Nor did she pick up the phone to tell me it would be longer than 3 days. I then had to get a second rental car to get to and from work. On 6/19/14, someone from Global Impact Solutions called me to tell me they found further damage to my vehicle, had to get the further costs approved by my insurance company, order the extra parts, and then they can finish it. I now had to extend my second rental car over the weekend as well. My car was finally returned to me on Monday, 6/23/14. And get this – there was a crack in my windshield!!!!
On 6/24/14, when I saw the crack while driving to work, I called Global Impact Solutions. Kim Robbins said she would be speaking to her manager to see what he could do. She said they would be in contact with me. What do you know? I never heard back. I called Kim again on 6/25/14 to ask what the status was on my vehicle being repaired – again. She said "I spoke to my manager and he now has to talk with another manager". That's just wonderful. Good to know it takes an entire day for managers to communicate with each other. I didn't call Kim on 6/26/14, because I was so frustrated with the entire situation. So today, Friday, 6/27/14, I called Kim again. She was on her lunch break. So I asked for the manager. The person on the phone, who said she was a different Kim, said she paged him, but he didn’t hear it. So instead of walking back to see if he was busy, she took my number and said he would return my phone call at his earliest convenience.
Irvin (I think that was his name) called me back from Global Impact Solutions. He said that since I waited until the day after my car was returned to me, he doesn't believe his drivers and/or workers caused the damage resulting in the crack in my windshield. He then stated that in the pictures they have of my vehicle, there is no crack. He also proceeded to say that his driver didn't notice the crack while driving my car, which is physically impossible. Not only is it in the most obvious part of the windshield (right behind my rear view mirror), but it also shines when the sunlight hits the crack! Rudely, Irvin started pointing fingers and insulted me by assuming that I was calling to get a “free windshield repair”. If I was the one who caused this damage to my car, I would pay for it. However, I didn't, so I am not willing to pay for your mistakes.
Irvin tried telling me that I had to wait until 7/7/14 for him to even think about booking an appointment for me. Then he asked me if I could drive to his shop so he could take a look at it. Okay – so let me get this straight. You took extra-long to fix my vehicle, returned my vehicle with a new damage, and now want me to take it to your shop, which is 22.7 miles away from where I live? I’ve never heard anything more bizarre than that request. On top of that, he wanted me to drive with a broken windshield for another week plus some before “even thinking” about booking an appointment? If this windshield cracks on me while I am driving it under this condition, I would like to let you know that I will be pressing charges. This is preposterous.
I still cannot believe I am driving my vehicle with a damage that your company caused. I have always loved Lexus. Until this experience. I will not be re-leasing with this company, nor will I ever recommend this car company to others. In fact, I will advise them against choosing Lexus.
What ever happened to putting the customer first? Just because I am a female and the stereotype is that females “don’t know much about cars,” it doesn’t mean you have to belittle me and treat me like s**t. You clearly need to revisit your tagline of “showing the lengths Lexus goes to pursue perfection”. I can personally vouch against that motto, by 100%.
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4 Updates & Rebuttals
Robert
Irvine,California,
Who do you think you are talking too?
#2Consumer Comment
Tue, July 01, 2014
I have no idea who you think you are talking to but I do not now or have I ever worked for this company, let alone any car dealer or mechanic. What you are doing though is Standard Operating Procedure when people have nothing to defend your claims you go accusing people of working for the company.
The only "research" I or anyone else can do on this site is what YOU post.
In your original post you said NOTHING about them dropping off the vehicle. All you stated was that it was returned to you...contrary to what you may think that does not scream "They dropped the car off". So guess what..it is very conceiveable that you would not notice the crack if their was one.
You still didn't answer the other question though...exactly what charges would you press on them?
mpusta
Detroit,Michigan,
Reply 1
#3Author of original report
Mon, June 30, 2014
WOW! All I can say, is wow! Why aren’t you going into the delays? Because you know you’re at fault for them? I didn’t go to another dealer because I wanted to remain loyal to my local Lexus dealership. I’m sorry for giving you business and thinking of you before any other dealerships.
Yes, of course it is when it comes to my windshield that my comment is my downfall. You took three months to fix my car and then return it to me with a new damage. Who, in their right mind, would not be pissed about this situation?
You should have done some research before responding to my report. If you would have, you would’ve found that your company dropped my vehicle off on Monday, 6/23/14, around 4:00 p.m., at my apartment building’s parking garage. I had them do this since I was at work with my second rental car. I worked on 6/23/14 until 10:00 p.m. Why would I need to go check on my vehicle? I never imagined you’d return it with a huge scratch in my windshield and think you can get away with it.
If it comes down to it, I will get video surveillance from my parking garage. Just to show you that your workers/drivers returned my car with that scratch in it.
Debt Collectors Are Scum
New York,New York,
I fell asleep while reading this report...
#4REBUTTAL Owner of company
Sat, June 28, 2014
If you were this long winded to the staff it's no wonder that they blew you off. What kind of logic follows that you would continue to do business with this location. Next time I have insomnia I'm reading your complaint.
Robert
Irvine,California,
A few comments..
#5Consumer Comment
Sat, June 28, 2014
First of all as for the delays you had, I am not really going to go into those. However, I wonder why if they were causing such a delay why did you not take your car somewhere else?
It is when we get to your windshield that your comment is also your downfall. Your car by your own words was returned on 6/23 you did not notice the crack until 6/24. You then stated this....
He also proceeded to say that his driver didn't notice the crack while driving my car, which is physically impossible. Not only is it in the most obvious part of the windshield (right behind my rear view mirror), but it also shines when the sunlight hits the crack!
- If you are saying that it is phyically impossible for them not to notice the crack because it was in the most obvious part of the windshield....how come YOU didn't notice it?
I would like to let you know that I will be pressing charges.
- Pressing charges for what? At best you have a civil case.
