AUGUST 28, 2014

[Recipient Name]
[Recipient Street Address, City, ST ZIP Code]
Dear Sir or Madam,
I would like to express my extreme disappointment in my experience with one of your dealerships, Lexus of Clear
Lake, Texas. With few exceptions, every part of my purchasing process was muddled with errors, disappointments,
and inconveniences. My experience is nearly unbelievable to me, and I would have difficulty believing it if these things
had not happened to me. However, I assure you that I am not exaggerating in any way and am describing the
sequence of events accurately and without omissions.
On 28 July 2014, my wife and I went to Lexus of Clear Lake with the intention of purchasing a preowned 2011 CT200h.
We were in Houston on a househunting trip and had a little extra time. We would be relocating from Connecticut to
Houston on August 6 for my new job. Due to several reasons, we had sold a vehicle in Connecticut outright and needed
to purchase a car in Houston. We hoped that we would be able to pick up the newer vehicle immediately when we
arrived in Houston, such that we would again have 2 cars in the family and all the convenience which that grants.
On this day, 28 July, we did purchase a 2011 CT200h. Our sales representative was Michael Shaluka. We expressed
concerns about the condition of the car, and verbally mentioned specific problems such as black marks on the front
passenger seat, a large paint chip on the right rear door, and other similar blemishes. The car was very dirty which
prevented us from examining the exterior in more detail. If I had seen the true extent of the paint damage, and had
heard honestly that some of the damage was uncorrectable, I probably would not have purchased this car. I verbally
requested that all blemishes be corrected and that the navigation system be updated to the latest maps. Both of these
requests were accepted verbally, and both were written on the Delivery Agreement Form before the deal was finalized.
Michael told us every step of the way that this will clean right up, that can be taken care of, etc. I asked for the
certified inspection form and was told that this would be provided on delivery. I was assured that these things would
be done, and the car would be detailed. My wife and I returned home to Connecticut to finish packing for our
relocation.
On August 6, I called Michael and informed him we would like to pick up the car on August 8. He indicated that this
would not be a problem.
On August 8, we arrived at the dealership in the afternoon after 4 days of driving with my wife and our 2 young
children and a cat. At that time, there was nothing else I wanted more than to drive away in the car we purchased and
enjoy an entire hour of comfortable silence by myself. After 4 days of hell I was looking forward to a small amount of
time with no nagging wife, no crying children, and no yeowling cat. However, the car was not ready. It had obviously
Donald McNelly
15500 Cutten Rd #1505
Houston, TX 77070
414-377-3747



Page 2
not been detailed as Michael had promised us. The black marks on the front passenger seat, the paint chips, the other
defects; none had been corrected. The car looked terrible and I am suspicious that it had not even been washed. The
Navigation system was still running the original 2010 maps. When I pointed out these issues to Michael, he got
defensive and rude. He said What were you expecting? This is a used car. I pointed out that he was wrong, this is a
certified car and those issues do not reflect a certified car. I also mentioned that regardless of that, these problems
were written explicitly in the Delivery Agreement Form which he had agreed to. He insisted they were not written
there. I interpreted this as him essentially calling me a liar. I handed him back the 2 sets of keys and told him to
correct the issues. I told him what an enormous inconvenience this was to me. He did not offer a loaner car. We left.
We were staying in a hotel in an unwalkable neighborhood during this week, and since it was my first week at a new
job, I could not go to work late or work from home. Since we had only 1 car at this point, my wife had to wake up early
in the morning, wake up our 2 young children, drive me to work, and pick me back up at the end of the day. We were
promised that the car would be ready by Wednesday the 13
th
at the latest. This was changed to the 14
th
, and then the
15
th
.
On August 15, Michael brought the car to my workplace. The cosmetic issues were mostly repaired to my satisfaction
by this point I was sick of dealing with Michael and didnt want to leave my wife without a car for another week. I
did not enter the car and start it. Michael gave me 1 key. I asked what had happened to the other key. He said that I
had it. I reminded him that I had given both keys back to him on August 8
th
since I was prepared to unwind the deal at
that point. He again insisted that I had the key (essentially calling me a liar again) but agreed to look for it back at the
dealership. Michael gave me an envelope with papers and left. After he left, I opened the envelope and realized that
he had given me the original financial documents for a different customer. When I left work for the day, I realized that
the car navigation system still had the original 2010 maps, and that the gas tank was less than full. The drive from
the dealership to my workplace is less than 40 miles.
I spoke to Mr. Robert Torres, Michaels manager, about these issues, and was assured that I would be sent a key
overnight and that I could come in anytime to have the navigation system updated and the gas tank topped up. I
indicated my displeasure with dealing with Michael on at least 2 different phone calls to Robert.
On 19 August Michael called me and questioned me about the 2
nd
key, again insisting that I had 2 keys in my
possession. His tone was accusatory and hostile. Later in the call he admitted that he had a key on his desk and did
not know what it was for. I asked him directly why he was giving me such a hard time if he didnt know whose key it
was. His response was not unsatisfactory. He agreed to send me this key.
On 21 August I received a call from Fedex with a package at my old address (in Connecticut). It should have been
abundantly clear to Michael that I lived in the Houston area now. I gave Fedex my new address.
On 26 August I called Robert to ask if I could come in the same day and get the navigation system update. It is a good
thing that I called because Lexus of Clear Lake did not have the part in stock. I have a difficult time comprehending
how a dealership of this size wouldnt have this in stock, just in general. It is even more frustrating that I was told to
come in anytime and yet this part hadnt even been ordered.
On 27 August I went to the dealership and received the navigation update.
I have purchased many cars in my lifetime. Some of them were junk $1500 cars, some of them were brand new, and
many were in between. Some of them were purchased from a branded dealership, some from a 3
rd
party dealer, and
Page 3
some were from private parties. In all of these deals, I have never been as disappointed as I have been with this Lexus
deal. I have never had so much of my time completely wasted chasing down promises and forcing people to fulfill the
contract. I have never met such an incompetent and customer-unfriendly person as Michael.
It is ironic that we chose to purchase a Lexus based, in part, on the Lexus reputation for customer service, and we
chose Lexus of Clear Lake based, in part, on their good reputation for customer service. I have seen no evidence that
such a reputation is deserved.
Regards of indeterminate temperature,
Don McNelly
[YOUR TITLE]