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:04/14/2025

  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 paid Lexus $730 for a diagnostic to find out why my car was cutting off at a stop before the car is fully warm. After it's warm it doesn't cut off at a stop. Lexus told me i needed a new Transmission for 14k. I had my Transmission repaired at a reliable Transmission shop for a lower price and the car is still cutting off. Lexus did not correctly diagnose my car and I still don't know what's wrong.

  Business Response

  Date: 04/15/2025

  Hi Dioma-

  Thank you for taking the time to reach out regarding your experience with Lexus of Fremont.

  I first would like to apologize for your experience. This is not who we are or who we strive to be.

  I have attached a copy of the repair order that was given to you with our diagnosis and recommendations. Question for you, at the transmission shop you had the repairs done at, did they replace the transmission and torque converter, or did they try to rebuild the transmission? Our recommendation was to replace both the transmission and the torque converter.

  Thank you.

  -**** *******
  Customer Experience Manager
  **********************
  ***************************

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23198787
  
  I am rejecting this response because: I had the torque converter replaced and the transmission inspected. I was told by legacy transmissions my value body could be replaced but my Transmission is not causing my car to stall. I was told my car is not doing any **** idling which eliminates the value body possibility being the problem. I trusted Lexus would know thier vehicle and let me know what it is so im not throwing money away chasing a problem. All things were done based on Lexus report. Including being told my Transmission didn't need to be replaced by Legacy Transmissions.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 04/18/2025

  Dioma-
  
  Thank you for your response and providing the repair orders from Walnut Creek and Legacy.
  
  In the notes from Legacy, they recommend replacing the valve body, which was unavailable at the time. They cleaned in, but they still recommended the valve to be replaced when available.
  
  Lexus of Fremonts recommendation was to replace the torque converter and the transmission. You have replaced the torque converter and had the transmission inspected by an independent shop. Legacys recommendations was to replace the valve body (to which none were available, and they proceeded to clean it).  They state the vehicle was working fine at that time but still recommend replacing the valve body when available.
  
  Our recommendation still stands with replacing the transmission (and the torque converter, to which you have already done at ************) as this is a permanent solution versus a temporary solution.
  

  Thank you.
  -**** *******
  Customer Experience Manager
  **********************
  ***************************

• Initial Complaint

  Date:12/10/2024

  Type:Delivery 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.

  1.The dealership and I agreed on a price for a vehicle, and they proceeded to collect all my personal information, ran a credit check, and completed all pertinent forms.2.They also accepted a deposit of $2,500 to secure the vehicle.3.The dealership informed me that the vehicle would be ready for delivery in 7 days or sooner, and even showed me the vehicle, which I photographed. I have the *** number of the vehicle too.4.When I inquired why delivery would take 7 days when the vehicle was already on-site, I was told it required maintenance. I accepted this explanation, though in hindsight, I realize this was unusual, as a new vehicle typically only requires detailing, which takes 1-2 hours.5.Upon leaving the dealership, I had every reason to believe that the vehicle was secured, and that I would simply be notified when it was ready for pick-up. At no point was I informed there was any possibility the vehicle would not be delivered.6.After 7 days the sales person texted me to inform that the vehicle wouldnt be ready and offered me a different vehicle with a different price altogether. The delay and assurances turned out to be part of a deceptive process, as the promised vehicle was never delivered, and the explanations provided were ************ is particularly concerning that such practices were carried out after my personal information was collected and a significant deposit was taken.When I sought clarity from another dealership, they described the handling of this case as highly unusual and unprofessional, further underscoring the problematic nature of Fremont Lexuss conduct.While I was informed that the refund has been initiated, I do not believe this adequately addresses the unethical behavior exhibited by the dealership. I request that this complaint be thoroughly investigated and appropriate actions be taken to ensure this dealership adheres to the standards of transparency and professionalism expected in the industry.

  Business Response

  Date: 12/16/2024

  Pradosh-

  I appreciate you taking the time to reach out regarding your experience at Lexus of Fremont.

  I apologize for the way your deal was handled. This is not who we are or who we strive to be.

  We have spoken with our General Manager, **** ********, and he let us know that the vehicle you had purchased was placed on a stop sale for a safety recall by Lexus **************

  Initially, the information we received from Lexus ************* was that there would be a remedy available, but we have been told that there is not one at this time.

  Our team will be reaching out to you to discuss options, but we'd be happy to either find you an alternative vehicle or refund your money.

  Thank you.

  -**** *******
  Customer Experience Manager
  **********************
  ***************************

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22669557
  
  I am rejecting this response because: BeenVerified ( the *** check tool) reported no recall on this vehicle as on 12/18. If you could please furnish a proof of the recall from Lexus *************, that would resolve this mistrust. I have attached the BeenVerified screenshot. 

  This mistrust stems from the fact that the dealership kept me in dark. They had at least two opportunities to handle the communication transparently. with proper reason 1) During the sale discussion the situation should have been explained 2) and during the text notification after a week which didn't have any reasoning whatsoever other than that the vehicle won't be ready.

   

  Anyway, please send me a proof of the recall to dispel this mistrust and I will put the matter to the rest. 

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

  Business Response

  Date: 12/19/2024

  Pradosh-

  Thank you for response.
  

  We were just informed today from Lexus *************, there is now a remedy for the safety recall. 

  I have additionally attached snippets of the two open recalls for VIN# ending in C068740. This data was pulled from **********.

  Please let us know if you have any additional questions or concerns.

  Thank you.

  -**** *******
  Customer Experience Manager
  **********************
  ***************************

• Initial Complaint

  Date:04/17/2024

  Type:Product 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 pre-paid maintenance plan for $2,500 with my new Lexus ES300H in November 2019. The pre-purchased maintenance plan covers ****** miles of maintenance service which I only used for ****** miles. My car was totaled due to an accident in January 2024. I contacted their maintenance department, sales department, and billing department, with emails, and text messages multiple times for a partial refund or any other solutions. Unfortunately, no one gets back to my request as of today. I need help, please.

• Initial Complaint

  Date:12/01/2023

  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.

  Lexus service **** didn't inform me that I will be charged for my routine maintenance. Since I bought my vehicle 3yrs ago, all Routine Maintenance has been free and My car is still under warranty until next year. At no time was I aware that today service will cost me $150.00 for a oil change . I didn't sign any forms at the time of drop off nor this I receive any phone calls where I approved the charges. Only reason I took car in for maintenance was because it was free and still under warranty. If Oil change was no longer covered and cost $150.00 then the lexus dealer service rep should've obtained a written authorization from me. They didn't get my signed approval prior to doing work on my vehicle. I left MULTIPLE MESSAGES for Service Mgr *********************** at ****************** but he didn't answer any of my calls and had all forwarded to voicemail even though the agent on the phone confirmed ***** is in today and on site. Please help me get my money back. They should've told me about the charges.

• Initial Complaint

  Date:11/21/2023

  Type:Product 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.

  My name is ***********************. I placed an order of Lexus NX 350 Hybrid on 9/25/2023 at Lexus Fremont. I have made the down payment of $10,000, which was processed on the same day. Unfortunately I found some problems with that vehicle (VIN: *********R2029224) when I was guided to pick it up. The sales manager and I agreed to cancel the order.I put $10,000 down payment in total, which includes $7500 cash and $2500 via my master credit card. The down payment was partially ($5,500 cash) refunded to me at that time. The financial guy, who helped me to cancel my order, told me that they will issue a check to me for the remaining $4,500. I left their office in a hurry and forgot to ask for a copy of the order. They didn't offer to give me a copy either.About three weeks later, I called the sale department, and I was told that the refund could take 1.5 months. Unfortunately, I still did not get my check now.I sent message to them via the website message system, no response at all.I tried to call the financial department, but nobody answered the phone. I left voice message, nobody follow up with **** emailed the finance manager, *****************. He promised to help me look into this. I sent him another two following up emails, no response any more.I am now feeling helpless and I believe Lexus Fremont should deal this in a more professional way. Please help me to get my money back.Thank you so much.

• Initial Complaint

  Date:11/08/2023

  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 lease my car 2020 Lexus ES300h in 2020,and I brought this car at end of lease term in May 2023. The salesman and finance Manager told me I have to buy the third party warranty insurance to approve my auto loan,or I will get a high rate auto loan. After that I get the rate 18% auto loan for my lease car,and they told me I can cancel my warranty insurance in 60days for free,then I go back to dealership on July 10th to cancel the warranty insurance and get a receipt of my cancellation,today is November 8th,I didn't get any refund from the dealership or warranty insurance company and there is nothing changed of my loan amount.I called dealership and warranty insurance company many times, but I out of my control,I don't know what should I do next. Because my warranty insurance I can't sell my car Because this issue,waste my too much time.

• Initial Complaint

  Date:06/15/2023

  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.

  In October 2022, I went to Lexus Fremont for 15K mile service on my care and I was told by the advisor that I should do the four wheel alignment since I am already there. I asked him it is something needed at this time and he replied yes I it would be good to do it. I was charged $161.46. Then in March 2023, my car tires were worn out and it was discovered that alignment was not done wrong. I had to change all four tires and realign my car. Meantime I had to borrow a car and paid $400 cash for a week rental. Tires cost #****.62, realignment cost $ ******. I provided Lexus all the documents and they are willing to pay me but not the full amount and also wants me to sign the legal documents which suppresses my voice. I don't think I should be signing any legal documents to receive my refund. Instead, Lexus should own their mistake and refund the full amount. Why should I sign a legal document to suppress my voice that I would not hold them accountable for their mistake. In April 2023, I had my car checked at two different place including Lexus ************ and was told that I should receive my full refund back. Therefore, I need help from BBB to support me in receiving the full $1777.07 without having to sign any legal document to suppress my voice. The last email I received from Lexus stated "until the document is signed the check will not be cut". I thank you for your help.

• Initial Complaint

  Date:06/04/2022

  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 purchased a vehicle from here on 12/12 via *********************. He told me a spare key was on the way and that I could pick it up when it arrived. After not hearing back, I checked in twice before getting a hold of him. He said it was delayed but he'd follow up once it arrived. I checked in again and still no key. He told me that he spoke with his manager and that if I got it priced, and had a key made, they'd reimburse me if I brought the receipt. I got a quote for $375 and sent it through on 3/9. He agreed to that price in writing, "Yes just bring the receipt please." I went and had the key made, paid myself then dropped the receipt on 3/11. I checked in 3/22 on status, no response. Checked in on 3/24 and he apologized and said they'd send the check over. No check came. I checked in on 5/1, nearly 6 months later. No response. I'd like reimbursement for both the key and a tank of gas after Firooz assured me I needed to drive a physical copy of the receipt to the dealership, instead of sending an electronic copy.

  Business Response

  Date: 06/15/2022

  On 6/9/22 I attempted to contact Mr ******* via telephone. He requested all correspondences be made through email. 

  I immediately followed up with an email expressing our apologies to Mr ******* for his experience and our failure to refund his key reimbursement in a timely manner. A check request was submitted to our corporate office the next day in the amount of $475 which included $375 for the key and $100 for gas reimbursement..

  On 6/15/2022, Lexus of Fremont mailed out a check for $475 to Mr *******'s home address. I will follow up with him in a week to confirm receipt.

   

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

  Sales Manager

  Lexus of Fremont

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

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

• Initial Complaint

  Date:05/31/2022

  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.

  Everytime I make an appointment for maintenance, I ask for loaner car when I schedule the appt. When I arrive at the Lexus ******************* I'm ALWAYS TOLD there is NO vehicles available for me; I'm made to wait over an Hour or so everytime. I'M BEING DISCRIMINATED UPON BASED ON MY RACE and Ethnicity. I can't think of any other reason, since I'm kind, schedule and appt days ahead of time, and request a loaner car everytime when I schedule the appt and arrive for maintenance. It's been for a year now, So LEXUS is DISCRIMINATING ON MY DARK SKIN COLOR AND REFUSING to give me a LOANER Car when I come in for service.

  Business Response

  Date: 06/08/2022

  When ********************* husband arrived to the dealership for the ****** mile maintenance on their 2018 Lexus IS300 he asked for a loaner vehicle, we informed **************** that on all minor maintenance or repairs that take two hours or less we ask that the guest wait for the service or we can offer a shuttle to the local restaurants, shopping, or a five mile radius. He told his advisor that his wife requested a loaner when she scheduled her appointment on line, so the advisor went to our loaner department and found that we were out of loaners and there was already four customer names on the waiting list. He put the ******************** name on the list and apologized to **************** again telling him if a car comes available while he is waiting we will give him the car if he still wanted it. . Shortly after ***************** called asking to speak with a supervisor. I listened to ***************** voice her frustration telling me that she always has a hard time getting a loaner car, I apologized and tried to explain to her that Lexus policy states that the dealer must provide alternate transportation for any Warranty repair requiring over eight hours to complete but at Lexus of Fremont our policy is to offer a courtesy vehicle for maintenance or repairs taking longer than two hours. **************** was still frustrated when we hung up the phone.

  When ********************* vehicle arrived for her Maintenance the Low Tire Pressure Warning light was on and during the inspection the Technician found that the left rear tire had inner tire wear and had separated to where the steel belt was showing and leaking air.

  At that time I informed **************** that we found the cause of the **** light and that he had a unsafe tire on the car. I walked him out to the shop to show him the tire and at that time I Told *************** that I would like to replace the unsafe tire as a (one time goodwill gesture) for customer satisfaction because his wife was disappointed in our Courtesy car process. He asked me how much the tire was and I told him again that I would like to replace the tire for him as a goodwill gesture and it would save him $308.48 installed. He thanked me and accepted the offer. At that point Lexus of Fremont provided a ************ Eagle Sport 255/35/18 mounted and balanced, no charge to the guest.

  The majority of our clientele at Lexus of Fremont are minorities and we try to treat each and every customer like a guest in our home. I am very surprised that a Customer would file a complaint against our service department especially after we replaced the tire as a Goodwill Gesture to show her that I was sorry for her frustration and we cared about how she viewed our service department.