Complaint Review: Lexus of Orlando - Winter Park Florida
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- Author Not Confirmed
- Lexus of Orlando 305 N Semoran Blvd Winter Park, Florida USA
- Phone: 407-678-2000
- Web: lexusoforlando.com
- Category: Auto Dealers
Lexus of Orlando Lexus Financial Friends DON'T Let Friends Lease from Lexus of Orlando Winter Park Florida
*Author of original report: Not bad for not having the facts. However...
*UPDATE Employee ..inside information: Excess Wear Coverage
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Warning: DO NOT lease a car from Lexus of Orlando in Winter Park and/or Lexus Financial!
We leased an IS250 in 2012. Nice car. The salesman sold us what we thought was Excess Wear & Tear insurance for the end of the lease. It wasn’t.
We got a bill for excess wear and tear (3 scratches) at the end of the lease. I called and was told it was a mistake. 4 months later, no second bill, no other notices, I started getting calls from a collection agent.
I called the dealer; he said it would be taken care of.
6 months later, I started getting calls from a second collection agent.
Now 13 months later, they denied my case and refuse to honor their promises. They say I owe them a bunch of money for something I paid a bunch of money to avoid.
The dealership lies, repeatedly. They are NOT to be trusted. Lexus Financial is predatory to the extreme. In my opinion you should stay away from Lexus, especially Lexus of Orlando in Winter Park.
This report was posted on Ripoff Report on 03/06/2016 10:21 AM and is a permanent record located here: https://www.ripoffreport.com/reports/lexus-of-orlando/winter-park-florida-32792/lexus-of-orlando-lexus-financial-friends-dont-let-friends-lease-from-lexus-of-orlando-wi-1291958. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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#2 Author of original report
Not bad for not having the facts. However...
AUTHOR: - ()
SUBMITTED: Tuesday, March 22, 2016
When we turned in the car at the end of the lease (February 2015), we were confident that whatever minor damage may have occurred, the “Protector” policy – what we were told by the salesperson, and believed without due scrutiny based on our belief that we could actually trust your sales people, was an “Excess Wear and Use Protection Plan” – would take care of anything that may have been found. A month later, we received a letter from Lexus Financial with a bill for “excessive wear and use and a disposition fee”.
I called the dealership and was told that it must be a mistake and that they wojuld take care of it. I was expecting a revised bill with just the disposition fee, and quite frankly forgot about it, at least until I started getting nasty calls from USRI – the first collection agent you sold my debt to - some 90 days later. No second bill, no corrected bill, no calls, no notice whatsoever. I received a first bill I was told was a mistake and the next time I hear from Lexus Financial is a collection agent.
I worked with Denise from USRI to contact the dealership. After a couple of weeks and 2 visits to the dealership I was informed by a representative of Lexus of Orlando’s finance department that if I paid the disposition fee, they would take care of the excess wear and use bill. Silly me, I trusted the representative’s word on a handshake rather than insist on that agreement in writing – never again. I paid the disposition fee and put the matter behind me.
Fast forward six months – I start receiving calls from James at SRA Associates – the second collection agency you engaged. Poor James – I was far less than reasonable on that first call. With his help, I contacted Lexus of Orlando who said: “Why are you calling us? You need to call Lexus Financial.” I fully explained the scenario to date, to which he robotically replied: “Why are you calling us? You need to call Lexus Financial.” So I did. The supervisor to whom I was connected said: “Lexus financial WON’T do anything (not CAN'T do anything) since its been turned over to a third party.” I repeated my saga, to which the supervisor robotically replied: “Lexus financial WON’T do anything since its been turned over to a third party.”
I then enlisted “Customer Experience” who were very nice and assigned my plight to a case manager. She performed her investigations and reported to me just this past Friday, March 4th, that Lexus Financial and Lexus of Orlando had denied my case based on the fact that: "Lexus of Orlando and LFS remain resolute that these charges are applicable." Sound familiar?
Your statement that “we have been advised that LFS took steps to adjust the original charges to a lesser amount” is the first I have heard of this. In as much as this is Tuesday, Customer Experience denied my claim on Friday and you posted your corporate “response” Monday afternoon, I find it hard to believe this is a past tense event. On your urgings I will contact LFS, but remain resolute in my negative opinion of your dealership.
#1 UPDATE Employee ..inside information
Excess Wear Coverage
AUTHOR: R. Webb. Lexus of Orlando - (USA)
SUBMITTED: Tuesday, March 22, 2016
As per your recent contact with Lexus Corporate Headquarters, on approximately February 19, 2016, regarding the charges assessed by Lexus Financial Services (LFS) on March 10, 2015 for “Excess Wear and Use or Excess Mileage” for your 2012 Lexus IS250 (lease date February 25, 2012) Lexus of Orlando and LFS are confident that the information we provided to them was applicable and accurate. These charges are in reference specifically for “excessive wear and use and a disposition fee”.
Based on your social media reviews I would like to take a moment to explain further that the LFS “Excess Wear and Use Protection Plan” is only available in the dealership at the time the vehicle is leased. The lessee is required to sign a separate contract for LFS which outlines the plan conditions/requirements and a copy is provided to the lessee. In addition your vehicle lease contract, which you were supplied a copy of, would also reflect if this plan had been purchased.
In reference to your contact to our dealership to inquire about the charges it is quite possible that the staff person you spoke with based their comments on your stating you had purchased this plan and in actuality you had not. This was not intentional and should have been researched more thoroughly by the staff person at that time and we offer our sincere apologies for this.
With this said, Lexus of Orlando and LFS remain resolute that these charges are applicable. In addition, we have been advised that LFS took steps to adjust the original charges to a lesser amount. If you would like to contact LFS directly they can be reached at # 800. 874.7050.
Thank you.
Rachel Webb
Guest Relations Director
Lexus of Orlando
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