Wayne Gross

Lexus of Cherry Hill responded

We apologize if there was a misunderstanding when you were here last week. The vehicle was to come back this week when the dent repair specialist would be here, in order to assess the vehicle and so we can open a claim with your paint-less dent removal coverage. Unfortunately, once we start a claim with them and send all of the proper pictures of the repair needed, we are put on hold until reviewed for approval. We cannot proceed with any repairs until the claim is reviewed. The contract that you purchased from us is through a third party company that covers paint-less dent removal, as one of the five items that are included in the contract. It is also outlined in the contract that a dent larger than two inches is not covered for paint-less dent removal. We did try to have this claim approved for you by submitting, but unfortunately, the dent is too large to be covered under your contract. We recommend that you contact your insurance company to proceed with the damage on your vehicle. Thank you, Jamie Pratt - Service Manager 856-727-1111 ext 1215

Spierce responded

I was in your dealership last Thursday and i talked about the ding with Wayne. He said they would fix it and he also offered to fix one on the roof which i could not see. I brought the car in on Tuesday and sat in the waiting room for 1 hour and 45 minutes with no contact from anyone. I assuned the car was being fixed. I had to hunt them down abd thats when they said they just heard from some insurance company that the claim was denied. I did NOT sign a contract with an insurance co. I signed it with your dealership. I am going to continue to write bad reviews every day on every site i can, edmonds, cars.com, lexus etc. I also have calls in to the better business bureau, the nj consumer affairs dept and lexus headquarters. I was told by wayne to bring the car in and it would be fixed but then he decided not to. I should be compensated for 2 hours of my time you wasted( at your rate of 200 per hour), which is more than the repair would have cost.

Spierce responded

This is totally incorrect. As you were not part of the interaction, i dont know how you can speak about it. 1. I bought a ding repair package from your lexus dealership, not an insurance co. If an insurance co was involved, that was never disclosed. 2. I brought the car in on Thursday for another reason. At that time, we discussed the ding. Wayne said to bring it in on Tuesday and they would fix it. He also pointed out a ding on the roof that i could not see and said they would take care of that as well. They took pix on Thursday of the dings. 3. I brought it in on Tuesday and sat in the waiting room for 1 hour and 45 minutes until i had to go back to find the rep to see when the car would be finished. 4.That is when i was informed the claim had been denied from some phantom insurance co at some obscure number that i had no recourse to dispute and no one at this dealership could care less to represent me. 5. If this had to be submitted to some unknown insurance co ( I still dont know their name), why wasnt this explained to me on Thursday. Also, why wasnt it submitted on Thursday before i came in on Tuesday and wasted 2 hours of my time? And before you say the claim had to be submitted on the day i came in, which is the bogus nonsense Wayne tried to feed me, the work could never have been done on Tuesday because they told me on Thursday when i was setting up the Tuesday appointment, that the ding repair guy only works until noon and I was informed at 11:45, when I searched out the repair tech. So next time, you should not speak about events you have no direct knowledge about!

Spierce responded

This is totally incorrect. As you were not part of the interaction, i dont know how you can speak about it. 1. I bought a ding repair package from your lexus dealership, not an insurance co. If an insurance co was involved, that was never disclosed. 2. I brought the car in on Thursday for another reason. At that time, we discussed the ding. Wayne said to bring it in on Tuesday and they would fix it. He also pointed out a ding on the roof that i could not see and said they would take care of that as well. They took pix on Thursday of the dings. 3. I brought it in on Tuesday and sat in the waiting room for 1 hour and 45 minutes until i had to go back to find the rep to see when the car would be finished. 4.That is when i was informed the claim had been denied from some phantom insurance co at some obscure number that i had no recourse to dispute and no one at this dealership could care less to represent me. 5. If this had to be submitted to some unknown insurance co ( I still dont know their name), why wasnt this explained to me on Thursday. Also, why wasnt it submitted on Thursday before i came in on Tuesday and wasted 2 hours of my time? And before you say the claim had to be submitted on the day i came in, which is the bogus nonsense Wayne tried to feed me, the work could never have been done on Tuesday because they told me on Thursday when i was setting up the Tuesday appointment, that the ding repair guy only works until noon and I was informed at 11:45, when I searched out the repair tech. So next time, you should not speak about events you have no direct knowledge about!