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Hilton Head Lexus complaints

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540 New River Parkway
Hardeeville, SC 29927 | Get Directions

(843) 208-7800

http://www.hiltonheadlexus.com

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Total Amount in Dispute:
$1,025.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Hilton Head Lexus closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Hilton Head Lexus

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6/27/2021

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $1,025.00 Amount Settled: $0.00

Customer Complaint

6/16/2021

Charge a double delivery charge at Hilton Head Lexus for 2,050.00. One pay lease at Hilton Head Lexus in Hardeeville, S.C. Paid a delivery charge of 1025.00 in the $20,840.86. They charged it again to ship the car another 78 miles. No invoice. Charged us another $1025.00. Crooks. Resolution Sought A refund of $1025.00

Company Response

6/22/2021

Please be advised that this customer was definitely not charged twice for transportation. Please note that the freight charge she is referring to is from the manufacturer (Lexus) to the dealer.

Customer Rebuttal

6/23/2021

We are not saying that Hilton Head Lexus charged us twice for transportation. We understand that Lexus charges a delivery and processing fee of $1025. It is part of their final list price of the vehicle. However, Hilton Head Lexus charged us an additional $1025 in shipping the vehicle from Hendrick Lexus in Charleston, SC 78 miles away. We also have documentation of the one pay lease cost of $18,876.36 by Hendrick Lexus of Charleston, SC on May 22,2021. Our total lease payment for the exact same vehicle at Hilton Head Lexus was $20,840.76 on May 27, 2021. This is a difference of $1,964.44. We are asking for $1025 reimbursement for the additional delivery charge and not $1,964.44 (but maybe we should)!!! We have documentation for all these figures and could provide these to you at your request.

Company Final Response

6/24/2021

None of this makes sense. The complaint states that the customer was charged twice, yet there is no invoice to that affect. Secondly, the follow up response is that they are not saying they were charged twice. Our management team has exhaustedly attempted to explain all to this customer to no avail. The dealership will take no further action.

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