The true test of an organization is how they handle problems and this is where LHM Lexus (and Lexus Financial) have failed. This was one of the worst cases of “Not my problem” I’ve ever been a part of.
Shortly after returning my lease, I received an invoice which contained an incorrect charge. I called Lexus Financial, they said it was a problem with LHM Lexus, and LHM Lexus told me that this was a problem with Lexus Financial. After several phone calls over several days (each time I was told this was a problem with the other organization) LHM Lexus impatiently said they would look into it and correct the invoice if they were able to find the discrepancy. Confident that they were professionals and able to resolve this I waited for the new invoice. It didn’t come so I called Lexus Financial and the automated teller said my account has been closed, so I assumed they found the discrepancy and were kind enough to forgive the $350 disposition fee (the only item that was correct on the invoice).
I was wrong, I got a call (and notice) from a collection agency trying to collect on the incorrect amount! Keep in mind that I have excellent credit and have never been sent to collections so this was a big deal for me. I called Lexus Financial and was informed that there was nothing they could do and they weren’t even willing to try. I was convinced that there had to be something that LHM Lexus could do so I called several times, drove over several times, left my number each time, and left a voice mail. Finally I received a call back from LHM Lexus and was quickly dismissed after explaining the problem. I was again informed that this wasn’t their problem and was told that I should cut my losses and pay the bill. LHM Lexus was trying to end the call but I pretty much begged them to bear with me and think of a way to help me out. After trying to end the call several times, LHM Lexus finally thought to check another system. This system confirmed what I had been saying the entire time!
Why was this system not checked by LHM Lexus (or Lexus Financial) in the 1st place? This information was available to both parties and the issue should have been resolved immediately. Both parties blamed each other and neither were willing to help me out (even after making a sizable lease payment for 2 years). I’ve now spent several frustrating hours trying to resolve something that should have been resolved a long time ago simply by checking the system. Very frustrating, I would expect more from this type of establishment!
Even with the proof, I'm still having to deal with a bunch of mindless drones at a collection agency who aren’t willing do to anything other than collect on an incorrect debt :(