Key fiasco prompts apology from Chicago used car dealership

Key fiasco prompts apology from Chicago used car dealership

COMPLAINT: Fred May, Arlington Heights, Ill.

"I purchased a used [Honda] at Woodfield Lexus. It was late in the day and they delivered the car to me at closing time.

"They gave me a single key to the car, and I questioned where the other keys were. The salesman said, 'Don't worry, we'll contact the previous owner to get the other keys.'

"I'm afraid he just said that to get me out the door. The next day, and regularly for about the next month, I called to follow up with the salesman about the key(s). They gave me explanations that the previous owners were on vacation, or they couldn't get a hold of them.

"When I got tired of repeatedly calling with no progress, the salesman gave me the used car manager's phone number. I called and left a detailed voice mail. He never returned my call.

"I then called the general manager and spoke with him. He stated he would look into the problem and call me back, but never did.

"This is not a trivial oversight for them to sell the car with only one key. This car requires electronically programmed keys that cost $140 each; one can't just go to the hardware store and get another copy cut.

"If I lost the key for this car, it'd have to be towed to a dealer for a new key. When I bought the car, they offered "lost key insurance," but I didn't know there would only be one key, so I declined it."

DESIRED RESOLUTION: "I want them to provide me at least one more key for the car."

RESPONSE: Joshua Resnick, sales manager, Woodfield Lexus

"I called the member to apologize for getting the runaround from our dealership. I told him to bring his car to a Honda dealership to get a second key cut, and that I'd reimburse him in full for the extra key."

STATUS: Resolved

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