ComplaintsforRohrich Lexus

• Initial Complaint

  06/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a 2021 IS 350 F Sport in March of 2021 at this Lexus dealership. About a week ago we noticed that we never received our valid registration & our temporary on was expiring on 6/27. I reached out to the dealership several times last week. After several attempts to speak to someone & not a voicemail I only received one call back. I was informed that they were trying to get a hold of the title clerk. I was told she was not answering their calls. I had an appt Mon. for repair on my rims, which after driving two hours there and back was told they were unable to do bc of the Color. - they were fully aware of the color prior to my appointment I purchased the car there. So now to 2 hours back down rim not fixed, still not registration. So I have a brand new car with expired registration that their only solution was they can give me a dealer plate until resolved. Absolutely not! I want my new car registered as it was supposed to be. I have a car I can’t drive… ridiculous!

  Business response

  06/30/2021

  We reached out to *** ****** today, 6/30. He confirmed he had been contacted by our title clerk, Renea, who explained the oversight on our part regarding the registration of his new Lexus IS. The title was placed into an expedited process with the state and we expect to receive delivery in 4-5 days. Once the title is here, we will drive to *** ******** residence with his vehicle and swap it out for the loaner Lexus we provided to him when he initially brought his vehicle in for service.

  Regarding the repair of his rims - all have a PVD coating, or 'vapor chrome.' This finish cannot be fixed on the lot and requires shipment to an outside vendor for repair. In an effort to expedite the process, we have ordered in two new rims and will fix the damaged ones for use as needed at a later date. We expect this work to be concluded in 4-5 days, as well. 

  Overall, we expect to meet *** ******** expectations and the speedy resolution of this grievance. 

  We appreciate the opportunity!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩