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:11/20/2024

  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.

  Took my Lexus to Tustin Lexus for all warning lights that has come on the dashboard all at once. Tustin Lexus told me the gas tank is contaminated due to imputing in bad gas, this is not under warranty due to outside influence. Trusting them for the checkup I left paying for the checkup of $245.00. Left and got an outside opinion and had advise me that this should be under warranty. After checking under the engine cover and noticing there are oil marks that has been spiting upwards. So, I went back and told them they need to check further because bad gas has nothing to do with all the warning lights being on at the same time and Tustin Lexus has given me the impression that they did not even do a proper check to determine why all the warning lights has come on the first time, just want to charge me for fixing it and not doing a proper check to notice the oil spots until I pointed out to them. Again, they are claiming it is caused by outside influence.Not trusting Tustin Lexus, had my car towed to Longo Lexus, and LL told me the gas tank is not contaminated, but will need further inspection to see if it is under warranty. One week after another, it is more than three weeks being checked and finally told me it is not under warranty, and I need a whole engine replaced.First I do not know why it took so long for the inspection, second why did Tustin Lexus do the same inspection to find out why all warning lights came on at the same time.

  Business Response

  Date: 11/21/2024

  On October 22, 2024, a 2021 Lexus ES350 (VIN: *****************) with ****** miles was towed to Longo Lexus for inspection under repair order #******. ******** ****, who informed our service consultant, ***** ******, that the Malfunction Indicator Lamp (***) was illuminated. Ms. **** was advised that additional time and cost might be required to diagnose the *** issue. The vehicle had been referred to Longo Lexus from Tustin Lexus at Ms. ****** request for a second opinion.

  
  While the vehicle was being inspected by our Shop *******, Ms. **** was provided with a complimentary loan car for transportation.
  Upon inspection, we found that the vehicle was running roughly and shaking.Further investigation revealed that a valve cover gasket was leaking oil, which had contaminated the spark plugs. We repaired the leak to continue with the diagnostic process. During this, we discovered no fuel contamination, but after removing the oil pan, we found sludge and metal debris inside. This is indicative of internal engine damage. It is important to note that foreign contamination such as sludge is not covered under warranty, and any necessary repairs will be at the owner's expense.

  
  The Shop ******* at Longo Lexus initiated a TAS case (#*********) with Lexus HQ to report the findings and keep the Field Technical Specialist (FTS)informed of the situation.
  Additionally, Ms. **** currently has an open case with Lexus HQ (case #************). The Lexus ************************** (BEC) arranged for her vehicle to be sent to Longo Lexus for a second opinion regarding the diagnosis. 

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22580439
  
  I am rejecting this response because:

  I still do not understand how a oil change can cause inner engine problems, if the oil leaked the engine would be low and burned the engine.

  Again I do not understand why it cause residue inside the engine. If it is not a defect.

  Also I did take it to Tustin Lexus one time for oil change because I have received a discounted oil change, at that point the service person told me it was time to check and at that time there were no issue found.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 11/22/2024

  We sincerely apologize to the consumer and regret any dissatisfaction they may have experienced. The customer was provided with complete information during their service inspection at Longo Lexus and will need to continue working with Lexus HQ, where an open case is already in progress (refer to early response). While Longo Lexus can perform the necessary repairs, please note that this would be at the customer's own expense.

  Customer Answer

  Date: 11/24/2024

   
  Complaint: 22580439
  
  I am rejecting this response because: The service check up did start out as under warranty service after checking the gas tank is not contaminated as stated by Tustin Lexus.  So some parts were replaced. When they got to the oil pan and they have notice there was residue in the oil pan and this is when Longo Lexus is now saying this is due from outside influence and will not be under warranty.  A picture was shown to me, the residue seemed like it was accumulated from a long time ago. and it was explained to me that the residue was accumulated for a long time.

  I have done oil changes at Tustin Lexus in the past and at the last oil change Tustin also suggested a maintenance check which I have gotten it done, 

  So my question is why didn't Tustin Lexus catch this ?  How can one dealer say it is contaminated and another dealer say it is not contaminated? 

  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:06/15/2023

  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.

  Dropped off my car on April 17, 2023 for a collision repair and it is June 15, 2023 as of today. It has been two months and my car has not been repaired. Every time I call to get an update no one is available to assist me. I have been treated unfair and my patience has been exhausted. Unfortunately, I have to say that there is NO customer service at **********************. Everyone is rude and unavailable to help me with my issue.

  Business Response

  Date: 06/15/2023

  Allow us to begin by apologizing to ************** for any frustration and disappointment he may have experienced when conducting business with our dealership, primarily with our Collision facility.  We understand, auto accidents take a tremendous toll on everyone involved, both financially | emotionally, and we certainly sympathize his discontentment of the lack of communication by our team, along with backorder parts by the manufacture.
  
  *************************, our *********************** Mgr. had the pleasure of speaking with ************* today, June 15, 2023, and will be taking over his claim as his direct contact with our campus. ************** has ******* direct contact information for any future questions
  
  The timeline of events is listed as:
  
  Vehicle arrived on April 17,2023
  Tear down was completed on April 20, 2023
  A few parts were on back order (rebar & grill) which pushed his repairs out until June 7, 2023.  We were able to locate the part through a different vendor, so we didnt have to wait for the original order to arrive.  **************** vehicle 2023 IS350 is still at our Collision repair facility and is in the final stages of repair.  

• Initial Complaint

  Date:05/09/2023

  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.

  The door side is start build up some noticeable uneven surface on the side of the door. Longo Lexus service rep responded that they had determined this is not manufacturer defective and it could be caused by sunscreen or l lotion put on hand and touched the door surface!I contacted Lexus and they said I will have to co-ordinate to pick up the car first and wait for their review. I just don't think it is reasonable for me to go through this.

  Business Response

  Date: 05/22/2023

  Were sorry to read of the situation the consumer ******************* encountered with their vehicle and for any inconvenience they may have incurred.  Lexus, makes every effort to manufacture a quality product thorough testing and constant monitoring of performance
  
  On May 9, 2023, consumer brought their vehicle into Longo Lexus w/ damage to the drivers side door panel, reference to repair order # ******.  Longo Lexus certified trained technician determine the damage was caused by unknown outside influence (car cleaner,lotion, oils etc) and it would not be covered by the manufacture warranty.
  
  Consumer opened a case with Lexus the manufacture, their ***************** and Parts Manager (DSPM) was called out by Longo Lexus to have the factory inspect.  It was once again, noted, the damage was caused by an outside influence, however, as a 1x goodwill offer, Lexus the manufacture instructed Longo Lexus to repair, and the manufacture would absorb the cost of over $2,000.   The repair was completed on Tuesday May 16, 2023, reference to repair order # ******.
  
  Consumer feedback has been noted, along with sharing their Better Business Bureau case notes with Longo Lexus Mgmt team.   

  Customer Answer

  Date: 05/23/2023

   
  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:10/11/2022

  Type:Product 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 purchased ********************************************************************, damaged vehicle from the longo lexus************** on 10-30-2021. They mentioned no damaged, no accident vehicle thru ************** and advertisement at that time. The Longo Lexus refused fixing and denied warranty. I found this vehicle was damaged following: 1). Sun roof leaking(when carwash or rainy day) 2). Front left(passenger side) bumper is keep on fading, which is body and front bumper is keep change different color. 3). Longo Lexus Put it in the windshield after market product(no certified Lexus original)

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/10/19) */ Allow me to begin by apologizing to Mr. ********* for any frustration and disappointment they may have experienced when conducting business with our dealership. Our organization has enjoyed a long and beneficial relationship that centers on providing our customers products and services of incomparable value with world class service. Although it's distressing to learn of their concern, we appreciate the willingness to provide us with an opportunity to review this situation and respond. Mr. **** purchased this unit from Longo Lexus over a year ago (2021) as a pre-owned vehicle. It appears when Mr. **** went to ***** Lexus (dealership), they had a list of recommendation, which caused concern to Mr. ****. Our Sales Manager, ************, has been working closely with Mr. **** on wear tear items such as brakes, rotors and wiper blades which have been paid by Longo Lexus as a goodwill gesture. Regarding the bumpers another matter ************ had discussed directly with Mr. **** along with presenting proof how Longo Lexus reconditioned the bumpers prior to the purchase. We've offered to split 1/2 the cost to repaint the bumpers again if he wishes. Factory Windshield - his vehicle at the time of purchase and from the previous owner did not have a manufacture windshield however, dealerships are not required to change the windshield to a manufacture part as reconditioning and or certifying a vehicle. Sunroof matter - Vehicle was brought into Longo Lexus service department on September 28, 2022, and inspection was completed on October 5, 2022 (ref to repair order # ******). Longo Lexus Certified Technicians inspected vehicle for water intrusion through sunroof. During the inspection phase, our technician ran the vehicle 2x through our automated car wash along with applying, high water pressure to the concerned area noted as a "pinpoint testing" on the seals. Our technicians were not able to duplicate any concerns and specified vehicle is currently operating as per the manufactures intended design. Footnote which has been informed to Mr. ****, by his Service Consultants ****************************** It is normal for water to pass the seal and drop on the sunroof housing. The housing has drains that exit the body (ref to TAS case # *********). While we regret Mr. **** feels differently with the accommodations and efforts provided by Longo Lexus will not be able to provide any further assistance. Consumer Response /* (3000, 7, 2022/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I disagreed to your responses on 10-24-2022. Due to the Longo Lexus(I purchased from your lexus dealer) denied & refused service Before I complaint this(*** filed) I already serviced to other dealer(replaced moon roof seal, but still leak the water) on 10-17-2022 other dealer warranty serviced twice of this issues. Only Denied Longo Lexus even am I purchased from your dealer(Longo Lexus) See attached L-Certified and all documentations form you. Business Response /* (4000, 9, 2022/10/31) */ Once again, we regret to read of the ill feelings Mr. **** has with our company and as mentioned in our previous response, Longo Lexus will not be able to provide any further assistance.

• Initial Complaint

  Date:07/29/2022

  Type:Customer Service 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.

  Date was 7/28/2022 Thursday - establishment seems to mistreat customers and had lack of communication. Made me wait longer than what happened, and did not tell me that car wash wasn't done due to damage on bumper and mistold that it was in the wash. No tact and understanding; pricing was way more than previous years but didn't complain initially. Seems establishment values their reputation more by exposing customer information on a **** review which is sort of a privacy situation just so they can state the facts.

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/08/01) */ Our organization has enjoyed a long and beneficial relationship that centers on providing our customers products and services of incomparable value with world class service. Although it's distressing to learn of their concern, we appreciate the willingness to provide us with an opportunity to review this situation and respond. Although you will find very few companies, no matter what industry, not responding back to the consumer and or managing their reputation online, but at Longo Lexus, we do, because our guest voices are important. Certainly, the consumer has the right to post anything they would like, but as a company, we do respond with facts, leaving out, real names, phone numbers, addresses, license plates and or VIN #. You will find the consumer posting on **** (********), which was posted on July 28, 2022 along with the dealership response. ********* reposted on **** on 7.29.22 at which time, Longo Lexus will not be responding back. ********* 7/28/22 I've been going to Longo Lexus for quite some time as they were the only Lexus dealership that treated my wife's car great but also offered competitive pricing that made me more than willing to make the trek out there (especially coming from ***** town and now ********). However, it seems times have changed, and inflation really has made things not so great here. First, let me preface that *********, my service rep today, was great, but honestly, I felt that things were rushed, overlooked, and just not considered. I bought a used IS350 for an oil change and to have a regular inspection check, and while the oil change and inspection didn't go without a hitch, I didn't get the "so tell me what's going on with everything." Instead, I was hit with "hey, let's just do this package and get it over with," which made me feel uneasy. Past service reps here always talked about my wife's car, if there was anything they could do, and did more of an effort or due diligence to make the car in tip-top shape. Here, not so much; this is how I found out that the oil change has practically doubled in price since my first time here. I get it that over the years, prices rise, but now double? Past changes never exceeded $100, but now $155 was a bit too much. This prevented me from talking to them about the dash. Lexus of America told me to talk to the customer service agents about it (Originally, Longo Lexus told me to call Lexus Of America). The car suffers from the typical "sticky" issue, which should have been a recall and not some extended warranty joke. So much help from Lexus of America. Basically got the run around in this instance. Also, $199 for a safety inspection is a bit too much, and I've seen other dealerships, including other Lexus dealerships, charge way less or make it complementary. Also, the communication seems to be missing here; ********* told me that my car was getting washed, but it turned out they just did something to neutralize some of the odors in the car and put a hang tag to tell me they can't wash my car and made the excuse that the bumper was damaged, which it already was. (which I've washed the car with the damage before) A very *** moment indeed. Further, ********* telling me my car was coming from sanitation lacked a bit of tack, telling it to me in front of everyone as if my car had someone murdered in it or I was some leper. Unfortunately, I may not return here if the prices continue inflating and the service lacks this much effort. The layout seems nicer than previous before, but this Lexus dealership is becoming the atypical take your money and move on to the next client dealership/service center. UPDATE 7:03pm 7/29/2022 From two to ONE star now -******* just posted the viewpoints. Just because you stated the facts doesn't mean the customer was treated right. Sorry not sorry. I'm just highlighting the issues your dealership had. If you want me to update with more on what you guys were excellent in the past towards now i'd be happy to, but it seems to prove that customer service is gone. My recommendation is now to STAY AWAY from Longo. They're used to mistreating all of their customers and taking advantage of their patience and understanding to make a buck or two. Shame. pitiful. Thanks for confirming********. I'll be sure to make a BBB complaint as well now and file a complaint to Lexus of America on behalf of this post. Longo Lexus response to the **** review posted Thank you for sharing your viewpoint on YELP and allowing us this opportunity to review and respond. RECAP format reflects: Our records show the 2006 IS350 w/166,495 miles has not been to our campus. Sticky dash campaign ended in 2017. Reviewing our Multi-Point Inspection (MPI) sheet, which is included after every service, our technician made (9) recommendation which were all declined. The cost of the service was $229.02. Longo sterilizes each vehicle inside and have been since 2019 at no charge. Concluding our research, it appears the reason why your 2006 IS350 was not washed was due to extensive damage to the bumper. Again, we appreciate you sharing your viewpoint Consumer Response /* (3000, 7, 2022/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Doesn't absolve the horrible treatment nor explanation and any remedies moving forward. No phone call or contact directly has been placed. Business Response /* (4000, 9, 2022/08/03) */ Longo Lexus has responded appropriately and no further action will be taken by Longo. Our records show the 2006 IS350 w/166,495 miles has not been to our campus. Sticky dash campaign which is managed by the manufacture of Lexus expired in 2017. Vehicle was brought into Longo Lexus for the 1st time in 2022 Reviewing our Multi-Point Inspection (MPI) sheet, which is included after every service, our technician made (9) recommendation which were all declined by consumer. The cost of the service was $229.02. which was completed by our technician Longo sterilizes each vehicle inside and have been since 2019 at no charge. Concluding our research, it appears the reason why your 2006 IS350 was not washed was due to extensive damage to the bumper. We do not wash damaged vehicle in the mist of more damages occuring

• Initial Complaint

  Date:07/05/2022

  Type:Billing 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 06-15-2022 9:08am My wife took her 2020 Lexus RX350 to Longo Lexus for regular schedule service and was greeted by *******/service adviser and ** said you can pick up the car by late afternoon then around 1:30ish pm a service adviser named************** called and told her that front right tire needs to replace because there's a nail in the middle of the tire and the way he said it to my wife is to scare and coerce her into saying yes ( bytheway she is in her 70s this not the way to treat a senior person).anyway she picked up the car and showed me the invoice and I noticed 1) they did not give her the 10% off on the service which Longo advertised "Weekday Special" on their website. 2) they could have patch the nail hole instead of purchasing a new tire. So I called the dealer and the service manager named ******* called back and said he talked to ***** and said the tire was heavily damaged and can not be repair the tire pressure was at 15psi now this is where it gets interesting prior to the dealer there's no sign of the tire is having any problems and when she drop the car off at 9:08 am the service adviser ******* did not notice anything wrong with the tire (which stated on the invoice CK tires-perform state mandated tire pressure check and was read 35psi for all 4-tires) during the phone conversation the service manager told me he will have the cashier dept adjust the bill for the 10% discount and he have ***** e-mail my wife 2-pictures they took with the tire which we can not tell if that is our tire either. Now it's been 19-days they did not adjust the bill nor contact us about the tire we shouldn't purchase. we want the Longo Lexus Service dept to know that Just because we are ****** and senior doesn't mean we are easy to be taken and we demand the full refund.

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/07/07) */ Allow us to begin by apologizing to *************** for any frustration and disappointment they may have experienced when conducting business with our dealership. Our organization has enjoyed a long and beneficial relationship that centers on providing our customers products and services of incomparable value with world class service. Although it's distressing to learn of their concern, we appreciate the willingness to provide us with an opportunity to review this situation and respond. ********** vehicle a 2020 RX350 (VIN # *****************) arrived at Longo Lexus service department. Upon checking vehicle into service, the dash displayed a written message, maintenance required due to mileage listed 21,616 and a tire indicator light was illuminated. The tire in question was the passenger rear which was visible notice the tire was low on air and there was damage to the sidewall, prior to coming into Longo Lexus. During the inspection a darker ring around the sidewall of the tire where the tire has been driven on low tire pressure, presented itself. The state mandated tire psi line on the RO the guest mentions is completed 'AFTER" the service not prior. The tire psi was corrected, and the tire was replaced so the psi readings on line 3 of the repair order are correct. Photos are available upon request. The midweek special on our website specifically excludes tire services. We did apply it to the service and the refund processed. There was a delay in this processing of the refund, but it went through yesterday morning prior to receiving the BBB case # ******* We place great importance on the conduct of our team members and the claim of the dealer taking advantage of *********************, we take very seriously. We can assure the Better Business Bureau along with *************** such conduct is not, and never will be tolerated at this company, when it comes to any guests feeling discriminated against. While we regret *************** has incurred an expense of a tire replacement, Longo Lexus will not be able to provide any further assistance.