LIARS AT LEXUS
If I could give negative stars, I would. Lexus lied to me and dismissed my complaint.
I took my car in for a state inspection and Lexus told me it needed $4,900 is repairs. Hearing this news made me very upset. I voiced my concerns and they promised me $2,900 in goodwill credits, $2,400 from corporate and $500 from the service department. I have each statement in writing - an email from corporate and a note from the local Service Director, Jason. Upon hearing that I had an independent service contract, Caritza (Cari), the service representative, said that Lexus was rescinding all of the goodwill per its corporate policy. I asked for a copy of the Goodwill Policy since it was never discussed prior to this nor was it in any of the documentation that I received from Lexus. Cari contacted Wayne, Corporate Operations Director, Len Stoler Automotive, and he sent her an email stating the Goodwill Recision Policy, which was just three bullet points in an email, which she forwarded to me. I requested a written copy of the Goodwill Policy from Wayne in order to read, for myself, the points he stated in his email. He replied via email with the following:
"It is an internal policy that I created for the company 15 years ago. I have no desire to release internal documents." 12/26/17, 2:19 PM.
So, my understanding is that Lexus has a policy by which it wants customers to abide and Lexus will not provide a written copy of that policy. Sounds more like Badwill. In addition, Lexus would not release my car until I paid the bill. I asked to speak Jason concerning the charges but he was conveniently out of the building.
I expected so much more from a luxury car brand. SHAME ON YOU LEXUS OF TOWSON.