Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have too many complaints about this Dealer shop. I don't want to mention the discrimination issue. but the main thing is that this Dealer shop deceived us Chinese people who don't understand English. I bought a new car in 2023 worth more than $60,000. The first time I paid a down payment of $5,000; after next month I had to repair and fix the car after driving it for less than a year. I requested many times to switch another model instead of the previous one, then changed it but still charged another $5000 for a second downpayment, but the thing is they again my credit line and requester a very high interest rate. I agree with their unreasonable demands, but the poor situation again my car kept many problems when driving. I have children to pick up and drop off every day, and I am very worried. I kept sending complaint letters to the head office, but instead of helping me solve the problem, they just ignored me. For such a large retail store, the cars kept breaking down, totally disregarding the safety of the drivers. I hope the community can help me. I just want to get a safe car to drive around in. I want to settle the problem as soon as possible from the dealer.

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased a used lexus for $34k with 20k down from this lexus dealer ship on august 18 2024 next morning the tie was low i went to a tire shop and they said one tire is bad and other 3 are very low and recommended to change i text lexus sales and was given a run around then 2 days later car completely died and i has to get it fixed ....both battery terminals are bad i text sales person and again was given a run around then august 24 the oil change and filter change light came on that its bad and needs change and text lexus no reply i then front axle and sway bar was messed up and local mechanic said need to change other wise it can break while driving i live 2 hours away from lexus so i text the sales man and he kept ignoring me as if he knew car had issue and all this happened with in first 7-8 days finally i got fedup of no response from lexus i wrote an email to lexus first week of september 2024 that i have this issues and they called me back and said that we give two weeks to customer to bring the car back for any minor issues to be fixed, but your email came after 3 weeks i told th emanage that i have been texting your sales person day after i bought the car and have been texting again and again and he just gave me a run around and the manager said sorry we dont have proof you text him...and he said he cant do anything and said he trust his team. i have proof on my text messages with dates what i said and what complaints i made well with in 2 week courtesy period its nothing major to fix very minor and they completley ignored me. i bought this car as a gift for my retired parents and they dont drive it as the nose f axle is so annoying and loud very unfair for lexus to do this ...please i need this small issue fixed by them or compensate and i will get it fixed here where i live

• Initial Complaint

  Date:08/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to file a complaint against Lexus of Serramonte, located at ******************************************************On March 3, 2023, I purchased a used vehicle from Lexus of Serramonte. Despite explicitly stating our desire to decline all service plans, we were informed by multiple sales staff members that the appearance protection plan was mandatory for the purchase of the vehicle. Feeling pressured, we reluctantly agreed to purchase the plan for $995.We have since discovered that the plan does not cover all damages to the carpet and leather interior as promised. We found a chip on the driver's seat leather, which was denied coverage by the plan.This mandatory purchase of a product we did not want, coupled with the plan's failure to provide the promised coverage, constitutes a serious breach of consumer trust.I have attached copies of the claim denial from PermaPlate, and other documents.I request that the BBB investigate this matter and take appropriate action against Lexus of Serramonte.Sincerely,Xue ***************

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my vehicle with this dealership back in September 30th, 2020. On top of the vehicle full purchase, I was offered to purchase a tire wheel 5 year warranty coverage for my vehicle in case of any incidental damages occur with my tires or wheels. I was clearly shared examples/scenarios on what will be covered such as scratches or blemishes that can occur will be covered on this warranty. This was how I was convinced to consider in purchasing this service since I live in the city. As of July 16, 2024 I had a slight scratch damaged to my ***** wheels. Then I made an attempt to read through the warranty agreement that was provided to me as a hard copy by the dealer. From the agreement's instructions, I called the number noted on this contract and was told that the agreement does not include anything considered "cosmetic". What is mainly covered is only if my tires become un-operable was what I received from that phone call discussion. Then I brought this document to the dealership's attention speaking to their Finance manager. I shared with them on this contract and what was covered, but at the end of this reach out conversation from a call to in person, they denied my request for this misrepresentation of communication/knowledge/information that was shared with me and indicate there is nothing that can be done since they directly said it was my responsibility to read the fine print of what should be covered. The hard copy of this agreement was provided to me did not say "cosmetic" was not covered. I was there in person for 1.5 hours and they were having me there to wait and wait for a 5 minute discussion on having this ongoing reasoning discussion on who should be liable and responsible for this misrepresented information that was shared to me back in 2020. They offered me to have it fix at their service center, but that will still requires me to pay portion out of my pocket , which is not fair business practice.

• Initial Complaint

  Date:04/26/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Lexus of Serramonte to use my option to buy my Lexus UX250H at the end of its lease.They added ~1500 to the official Lexus price without explanation. When I asked why, they said if I didn't want to pay it, I had to go to Lexus HQ!Then they charged me for car registration, but they didn't pay it to the **** I received a letter from DMV asking for the registration fee.When I was there, they asked me to fill in the credit check form. I explained that I was paying in cash, so there was no need to check my credit. I even wrote on the form for information only, not for the credit check. They told me not to worry about it, but later, I realized they had done a hard query on my credit.

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/2/23, I look my Lexus of Serramonte for an oil change and I was told my engine casing was damaged and the cost would be $8000. I was shown a picture of the leak and was told that I should not drive long distance. I called a few alternate places and finally got an estimate for $2000. When I took it to this new car shop, they could not find anything wrong or a leak. I showed them the Lexus pictures of the leak and the shop could not find it. I have since driven my Lexus from ************* to *********** and also to Lake Tahoe.On 3/30/2024, I made an appointment and took my car for an oil change and was told it was going to take 3 hours because the service department was overbooked. I could not spend most of my Saturday for an oil change and canceled.On 4/14/2024, I arrived early for my oil change appointment (since Serramonte overbooked), and the service agent refused to check-in my vehicle because I arrived 2 hours early (to avoid overbooking). This was unacceptable and I left. You wasted my time and money three times: with a nonexistent damage; overbooking; and refusing to check-in my vehicle. Three strikes and you are out. Time is money. Shame on Lexus of Serramonte for wasting my time three times.*******

  Business Response

  Date: 04/15/2024

  Good afternoon,

  Guest arrived at 9:40 for a 11am apppointment.  Since he arrived over an hour early, we offered the guest to wait in the lounge. Client became upset because of the wait and left the dealership.

  As far as the timing cover, at the time of the visit, the service was recommended due to seepage (was marked yellow), but the guest was told that it wasn't critical at the time but should be something to be monitored.

  Thanks,

  ***************************

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21575521
  
  I am rejecting this response because:

  I arrived earlier than 9:40.  I was in the vestibule area but the other vehicles that arrived behind me were being checked in.  Thus, I disagree as to the time.  The issue is not the time or how long.  As I waited in the guest lounge, my car was being moved around in the vestibule area to allow other vehicles that arrived later to enter the shop area.  My vehicle was being moved around from place to place which was odd.  I stepped out to ask why my car was being moved around and not driven into the shop.  This is when I was told that I arrived too early and could not check me in.  Instead of telling me that my car could not be checked in early, the service representatives were moving my car around.  This was inappropriate.  I should have been advised to return later.  At least I could have run errands for the weekend.  Lexus of Serramonte was more interested in making sure there was a car to service than my time.  This showed Lexus of Serramonte did not value my time. 
  

  Additionally, the dealers inability to check me in early showed that it overbooked appointments on 4/14/24.  I have been to a lot of dealerships and there has never been a problem checking in early.  My early check-ins in the past were only declined if the repair shop was overbooked.  Here, Lexus appears to be routinely overbooked.
  

  Lexus of Serramonte failed to address the encounter on 3/3/24,when I was told the dealer was overbooked and it would take 3 hours for an oil change.  By failing to address this,Lexus admitted they overbook their appointments on 3/30/24.

  
  It appears Lexus of Serramonte maintains a practice of overbooking in order to minimize downtime and maximize profit at the expense of customers time who made an effort to schedule an appointment and spent time and money to have their vehicles serviced at Serramonte.  My time is as valuable as Serramonte's profits.
  

  As to the repair on 9/2/23, I showed the picture Lexus provided me to the new repair shop.  The new repair shop saw the picture and could not find it and thus recommended against any repairs, while Lexus insisted it was important to repair as soon as possible.  Since then, I had not seen a drop of oil or any fluid on my garage floor.  To the extent Lexus claims they saw a leak, it may have been uploaded from another vehicle.  There has been no fluid on my garage floor and I monitored my fluid levels.  This shows Lexus was incorrect or inaccurate that there was a leak or a repair was necessary.  Additionally, the attached paperwork do not shows I was advised it was critical or not critical.  The paperwork is silent.  I have not seen representative ***************************** at the shop the last couple of visits, who could have made this statement regarding whether it was critical.  I was pressured to make repair.  Because I was pressured, I refused to consent to the repair.  Lastly, a customer would be motivated to repair a critical leak.  Here, I immediately contacted other shops because Lexus made it clear that I could not drive long distance.  Serramonte did not deny I could not drive long distance, and their failure to deny is an admission.  While I expect some pressure from a repair shop, here, there was nothing wrong with my car.

  
  I do not want to have anything to do with this dealership,Sonic, anymore.  This includes no further contacts.  I expected better from a Lexus dealership as a luxury brand, but Lexus of Serramonte behaved like a typical dealership.  I simply do not want to do business with this Sonic automotive group.  They have shown how they intend to do business and I disagree with their practices. 
  

  
  Other customers should be aware of my experiences and decide for themselves whether they want to do business with Lexus of Serramonte or Sonic Automotive Group.  At a minimum,other customers would be more cautious how they are treated and take heart they are not alone in their experiences. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my 2002 Lexus ES300 in for its annual maintenance service on Aptil 4, 2024. The bill came to over $800.00. This included installing a new battery for over $400.00 and replacing a tail-light bulb for over $100.00. I thought the cost for the battery and tail-light service was outrageous and told them so. They informed me that II could have rejected these two services, but they knew I did not have much of a choice since I could not drive off the lot with a dead battery and a malfunctioning tail-light. I had no choice but to include these two items along with my basic service. I think I was scammed by their rediculous charges.

  Business Response

  Date: 04/08/2024

  Hello, 

  We have reached out to the guest and getting it resolved.

  Thanks!

  Customer Answer

  Date: 04/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ************************

• Initial Complaint

  Date:12/04/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had the option to purchase my car lease with Lexus for $32,430.70. Lexus of Serramonte charged me $33,679.70 to purchase my vehicle on 11/13/23. I asked why I was being charged an extra $1,249.00 and they did not explain or state in my purchase sale agreement that this charge is for processing the car lease end and purchase of the vehicle when I purchased my vehicle. Per CA CIV **** the purchase contract shall contain all document processing charges for any car purchases. I've called and left messages with the General Manager *************************** 3 times and I have not received a call back. I am requesting a reimbursement for the processing charges of $1,249.00 because they purposely and negligently disregard ********** CIV **** and not stating the lease end processing charges.

• Initial Complaint

  Date:01/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a used Lexus NX300h car from this merchant on November 28, 2021, and purchased a 5-year maintenance service for $3,300. I found a sound coming from the back of my car in the last month or so of this year, so I took the car to be repaired, they checked and said it was caused by the electric pull rod of the rear tailgate, so they replaced two electric pull rods, but the problem was not solved after the repair, I drove the car to their shop again on January 4 this year Repair, this time they checked that the attachment on the rear door was loose and caused the sound, but this time they charged, they said that if I want to repair, I will pay $260 for parts and $440 for two hours of labor, if I Now it costs $220 for an hour of labor if it is not repaired. I think Lexus in Sierramont asked me to buy this warranty service and now refuse to fulfill the promise.

  Business Response

  Date: 01/23/2023

  Hi Zian,

   

  I am sorry to hear about your experience.  My service manager will reach out to you to make this right.

   

  Thanks,

   

  ***************************

• Initial Complaint

  Date:11/12/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought used ***. Sales person was very pushy on the sale. Had the *** die within 3 days of owning it 2 times. Took it back in to have the battery changed. 3 months later, vehicle died again. Turns out to be the starter and the engine is locked up. Spent $1000 to have diagnostics and starter changed with labor costs and tow. I was sold a vehicle with MAJOR issues by a pushy sales person that wanted it off the lot!

  Business Response

  Date: 11/14/2022

  Hi ****,

   

  Thanks for letting us know about what is going on with your vehicle.  We will reach out to you soon to see what we can do for you.

   

  Thanks,

   

  *******

  Customer Answer

  Date: 11/19/2022

   
  Complaint: 18396596
  
  I am rejecting this response because:  I bought the *** 3 months prior, the engine is shot!  After owning the *** for just 3 months, barely driving within the last month, they want to charge me for the used engine from a salvaged vehicle.  The 2017 ******* Santa Fe I purchased is a LEMON!  I want the repairs done at no cost or take the vehicle back and remove the loan from my credit, I will take the loss.  Its been a week since the *** Died on me.  ***************************** is the Pre-Owned manager I have been dealing with on this whole situation.

  I can be reached at ************

  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/29/2022

  Hi ****,

  We understand your frustration and we are looking at different options to help you out.

  We will reach out to you soon.

  Thanks,

  *******