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Complaint Details
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Initial Complaint
12/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Dec 10th 2022 I was told by *************************** of Eskridge Lexus I needed a new radiator.The radiator was only 2 weeks old.Before approving the repair I requested pictures/ proof of the radiator being cracked reason being so I could receive refund from the company that installed it and then have Lexus move forward with the repair. On Dec 13th 2022 I was told by ********* that she would have her technician take pictures for **** never received pictures. The next communication I had with ********* was on Dec 15th telling me I now have a blown head gasket cause by the cracked radiatorAs you can imagine my confusion. I requested pictures again of cracked radiator. After no response with pictures.I was then told by ********* on Dec 22 2022 they no longer have the radiator and they didnt get pictures of it.Again as you can imagine my confusion as I never approved the repair on the radiator for it to be removed and thrown out to start with. I requested pictures first before approving the repair.After expressing my concerns with this and asking further questions to ********************* the service manager and *************************** service agent My questions were ignored with no response from either **** or *******************Not feeling comfortable with any of this and now not having any of my questions answered. I decided to not move forward with any repairs with Lexus. We called ********************* to let her know we would be returning the courtesy car today and arranging a tow truck to arrive to pick up my car. Wanting to settle up with the diagnostic fee she informed us we would need to pay for the radiator as well.As my husband is explaining to her that the radiator was never approved for repair she told my husband not to raise his voice (in which he never raised his voice) and that she didnt have time for this ****.At no point did my husband raise his voice however even if he did, which he didnt, **** cussing at my husband is 100% unprofessional and 100% unacceptable.Business response
01/19/2023
Hello BBB. Thanks for notifying us of this complaint. There have been some entertaining liberties taken with this story. However, we definitely failed the customer in regards to the pictures/proof of the radiator being cracked. We went ahead and paid for the radiator because we did not provide pictures and the part got scrapped before we could get it back to the customer. This was settled last month, I apologize that we have not replied to this request until now. But we did make accommodations that were acceptable to the customer.
Thanks,
Ed Eskridge
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Contact Information
700 W Memorial Rd
(eskridge Lexus)
Oklahoma City, OK 73114-2012
Business hours
Today,8:00 AM - 7:30 PM
MMonday | 8:00 AM - 7:30 PM |
---|---|
TTuesday | 8:00 AM - 7:30 PM |
WWednesday | 8:00 AM - 7:30 PM |
ThThursday | 8:00 AM - 7:30 PM |
FFriday | 8:00 AM - 7:30 PM |
SaSaturday | 9:00 AM - 6:00 PM |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.