Complaint Review: Lexus of North Miami - North Miami, FL Internet

Lexus of North Miami takes great pride in its customer service, and is very distressed that a simple miscommunication led to the customers 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 customers 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]
Subject: TRADE PAYOFF
 
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.
 
Sincerely,
 
[First and last name deleted for privacy]
Finance Dept.
Lexus of North Miami

Lexus of North Miami takes great pride in its customer service, and is very distressed that a simple miscommunication led to the customers 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 customers 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]
Subject: TRADE PAYOFF
 
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.
 
Sincerely,
 
[First and last name deleted for privacy]
Finance Dept.
Lexus of North Miami

The fact that the OP is now satisfied does not mean he wasn't right about a lack of timely action AND communication from the dealer. He's probably posted the case closed post because they finally did what they were supposed to, and asked him to please tell everyone they didn't leave him screwed. He probably complied because in the end he was not out anything, except for the aggravation they caused him by not getting everything squared before his next lease payment was a day away from being late. Customers have a right not to be driven to utter consternation. They obviously had to be prodded incessantly to finally get the job done. 
That said, I'm happy for the customer they finally got it done.

An Unnecessary post again that blacklists someone unnecessarily when those with intelligence and soundness of thinking would have waited before they made any rash decisions in the filing of a permanent record against someone.

All we can say is that this poster is:

......An absolute Dummy

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After careful review, I realized there was a communication error and Ron Martin at Lexus Of North Miami did follow up my requests on a timely basis.   Additionally, Mr. Martin was directly responsible for leasing  (2) vehicles for my family and provided excellent deals and quality service. 
 
I have no issues with Mr. Martin and would gladly refer friends and family to see Ron at Lexus Of North Miami.