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Discussion Starter · #1 ·
I custom ordered an NX200t. The wait time was supposed to be 12 weeks, it took 18 weeks and they didn't add the features per the contract. I am stuck with a custom ordered vehicle that wasn't made per the contract and what i had paid for. The dealership is not willing to put in another order and i'm stuck. What can be done???:(
 

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You can try contacting Lexus USA

If it was up to me, I wouldn't have taken delivery of it, but of course its too late for that.

Hopefully Lexus USA will be of help.
 

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Discussion Starter · #3 ·
I called Lexus Corporate today and spoke with the Customer Service. They said they CANNOT do anything. I need to work with the dealership. If the dealership is not going to work with me, they can't do anything about it since each dealership is independently owned. The reference number for my call is 1509111337 incase anyone from corporate looks at this....
 

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I'm so glad we got our White F-Sport when we did. Probably the only white F-Sport in MA being sold at the time. Would be pissed if we custom ordered a white F-Sport and got a white base instead.
 

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Welcome to the forum. Sorry about your troubles. I would not have accepted the vehicle if it was not what you ordered. If you have taken delivery then it is your vehicle if not demand the proper vehicle.
 

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If you have not taken delivery already then you should be able to demand another one with the listed specs.
Hope this works out for you.
 

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If you have not taken delivery already then you should be able to demand another one with the listed specs.
Hope this works out for you.
That or even have the option to opt out which still results in a win for them since there's a big demand for these, shouldn't be much longer till someone else scoops it up, but that of course depends on if you want to do that.
 

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That seems like such bull. You wait for your custom ordered vehicle and then they don't even deliver it. You can try to continue to escalate your complaint. COnstant complaints are more effective ones.
 

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Seems like a common issue with dealerships. On another forum someone ordered a Jeep and the dealership told them it has arrived. Turns out it was missing the sun roof and something else but sales tried to sell it anyways.

Keep complaining and escalating it. Lexus is supposed to be the best with customer service. Let's see if they live up to it.
 

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A custom order is exactly that. You should get what you ordered or a refund of your deposit and be able to go to a different dealer.
Either the dealer did not order the proper vehicle or they just thought that you would take what ever was presented to you.
Keep complaining all the way up the ladder until someone makes it right.
 

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A custom order is exactly that. You should get what you ordered or a refund of your deposit and be able to go to a different dealer.
Either the dealer did not order the proper vehicle or they just thought that you would take what ever was presented to you.
Keep complaining all the way up the ladder until someone makes it right.
I bet there's something in the fine print that protects the consumer or at least gives something to go off of to get you out of the situation. No way this can just fly.

Too bad there weren't better people working at the dealership since some would do what's actually right and in that process even secure a future sale right there.
 

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Custom Oder

This sort of scares me. We just ordered a new 2016 NX F-Sport on Nov. 21 and paid a deposit up front. I went over every option and accessory in detail with the sales manager and was assured I would have the exact F-Sport I ordered. The Pre-Collision System was an absolute must, but some of my options have to be done at the port and others at the dealership. I was told I would be able to pick up our F-Sport sometime in early Feb. What did you finally do about your situation, not getting the NX you ordered?
 

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This sort of scares me. We just ordered a new 2016 NX F-Sport on Nov. 21 and paid a deposit up front. I went over every option and accessory in detail with the sales manager and was assured I would have the exact F-Sport I ordered. The Pre-Collision System was an absolute must, but some of my options have to be done at the port and others at the dealership. I was told I would be able to pick up our F-Sport sometime in early Feb. What did you finally do about your situation, not getting the NX you ordered?
A majority of the time special orders arrive exactly as you ordered them. A few times when something is not right the dealer will reorder the vehicle. The OP in this post ran into an unscrupless dealer which is rare in the Lexus network.
I have heard of this happening with other brands that do not have the high standards that Lexus does.
 
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