I Purchased a vehicle Ira Lexus of Manchester wanted March 8, 2014. I found the vehicle on Autotrader and requested information about the car. I ended up working with Samantha Sula. when Samantha and I spoke via phone and by email I specifically informed Ms. Sula that I lived in North Carolina and would be flying in to purchase the vehicle. Therefore detailed pictures were requested. Ms. Sula sent pictures via email but they didn't have enough detail so I asked if she could send more. Ms. Sula sent more and also informed me that more pictures were posted on their website. I liked what I saw so I placed a $500 deposit to hold your vehicle; as requested by Ms. Sula. I flew into the Boston Airport and took a 1.5 hr shuttle to Manchester; Ms. Sula picked me up from this location. We arrive at the dealership and to this point everyone is pleasant. Ms. Sula took me to see the vehicle and at a glance it looked ok. We then proceeded to her office to discuss, get documents signed. In the process Ms.Sula had to excuse herself to finish up another deal. While waiting I went back to the car to examine more. I noticed some interior imperfections and a 24+ inch scratch on the rear passanger side of the car; close up pictures were taken of the car and sent to me but this imperfection was not there. It looked as if someone opened a door to wide and damaged the vehicle. Once Ms. Sula and I rejoined I mentioned this and she went to examine the vehicle. She identified the scratch the interior imperfections on both rear door interior panels and the "frankinstein stitch" (words I use to describe the imperfection) on the driver side door pocket. The driver seat was worn but the pictures that were sent to me does not reveal the imperfection. Ms. Sula took my concerns to a manger. They offered me $300 to have the scratch removed and the front drivers door pocket fixed. I did not think that this would be enough to cover expenses. Ms. Sula informed me that this cost was based on their prices; not taking into consideration that I didnt live in New Hampshire and it could be different in NC. So I asked if we could agree for me to take the vehicle to the Lexus dealership in NC and they estimate the repairs and they pay them directly; her manages disagreed. So I contacted a relative that owns a body shop and he quoted me $250/per panel and NC lexus gave me a price based off past experience of $150+ to fix the door pocket; they wouldn't agree at alk to fix the imperfections on the back seat interior panels. So I asked for $700 to cover cost; management again disagreed. So they started that the shop would be open on Monday but I couldnt stay until Monday. Further I have an email specifically asking for details regarding this vehicle and for some reason this was left out. They didn't offer me hotel stay until Monday or nothing. Ed Stockel, General Manager, found someone to buff the area containing the scratches and advised me that he would not sign anything stating that the scratches would not reappear and he took back the offer to fix the driver front pocket; he stated that he didn't know anything about the door panel and the other imperfections on the backseat panels. I asked Mr. Stockel how did this car get certified? Its not like new, which is one of the perks for purchasing a certified vehicle. Ms. Sula apologized and stated that she would understand if I didnt purchase the car; further we can "shake hands" and part ways. Not offering me a refund for being mislead or even a ride; be mindful I flew in and took a shuttle to get there. Another flight wasnt available from the NH airport until next day. Their attitudes lead me to believe they knew the condition of the vehicle and they knew that I had NO way back without transportation. Therefore it was no room for negotiating the imperfections that were intentionally left out. So I signed the papers and they acknowledged that they owed me a cargo net that I have not received. I contacted Ms. Sula via email w/ read & delivery receipt and she has not responded. David Gerardi closed the deal. No one ever took me out on a test drive; didnt even offer. However, Ms. Sula did offer to explain the manual and I declined; I had just sold the same car and was familiar w/ the upgrades. Mr. Stockel nor Mr. Geradi shook my had at the close of the deal nor did they see on my way nor apologize the all the confusion. Ms. Sula did try to make peace and I told her that I would be contacting someone regarding my treatment and the fact that I was mislead and uninformed of the true nature of the car. The scratch came back and Mr. Stockel said it wouldn't but I knew he was being untruthful when he denied putting it in writing. I will provide pictures and emails of what they sent me and the unedited pictures that i took; the vehicles interior looking totally different from the pictures that they sent. I would like for them to fix the imperfections since I was not allowed to see prior to the purchase and was unaware. Please help if at all possible. Thanks
Samantha Sula, David Geraldi, Ed Stockel
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