ComplaintsforCar Lux

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A vehicle was purchased under my name at this location. When I was made aware of it on June 30th 2023 I reached out to Car Lux to try and set up a meeting. We scheduled on for July 3rd. On day of the meeting I reached out to verify location. I was informed that the people that I needed to speak to were not available. I rescheduled a meeting for July 5th. On said date I arrived at the location. Was made to wait over an hour just so they could get a copy of my ID. I was told that the finance manager was not in the office and that the owner was out of town. That they would reach out to me. I called on 7/13/23 left **** a voicemail to call me back. on 7/14/2023 **** called me back and said they reviewed the video and claim i was the person that purchased the vehicle. i requested the produce a copy of the video and was informed i needed to speak to the owner but information has not been provided. Long story short i was a victim of identity theft, Someone purchased a vehicle at this location pretending to be me. dealership refuses to assist with a resolution.

  

  Business response

  03/12/2024

  We have successfully addressed the customer's complaint and taken appropriate action. The incident was promptly reported to the finance company as a case of fraud, and as a result, we repurchased the car at our own expense. However, we have yet to retrieve our vehicle, as we, too, have become victims of fraud. The customer has also reported this matter to the police.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came into this place ready to purchase a vehicle. When I asked to test drive it I wasnt allowed to until we talked numbers. I said ok lets talk numbers. They asked me for my information which I provided , but I did not agree or sign anything giving this company permission to run my credit because I wanted to talk numbers before we did a credit check. They were pressuring me into putting thousands of dollars down which I did not agree to. Since we could not come to an agreement , I decided not to go through with anything & left. I checked my credit report & now its showing that my credit was ran & have an inquiry which I did not approve of.

  

  Business response

  03/12/2024

  
  
  Dear ****************,
  
  Re: Resolution of Complaint - Credit Check and Test Drive
  
  I hope this letter finds you well. I am writing in response to your recent complaint regarding your experience at our dealership. I apologize for any inconvenience or frustration you may have experienced during your visit. We take your concerns seriously and are committed to addressing them promptly and effectively.
  
  After reviewing the details of your complaint, I understand that you visited our dealership with the intention of purchasing a vehicle. You expressed your desire to test drive the vehicle before discussing numbers, which is a reasonable request. I apologize if there was any miscommunication or misunderstanding regarding the process.
  
  Our standard procedure is to discuss numbers and financing options before proceeding with a credit check. I apologize if you were made to feel pressured into providing your information for a credit check before having the opportunity to test drive the vehicle and negotiate the terms. This is not in line with our standard practices, and I apologize for any inconvenience caused.
  
  I understand your concern about the unauthorized credit inquiry on your credit report. We take privacy and data protection seriously, and we apologize for any confusion or distress this may have caused. I assure you that we will investigate the matter thoroughly and take appropriate action to ensure that this issue is resolved. If the credit inquiry was made without your consent, we will work towards having it removed from your credit report.
  
  ****************, I apologize for the inconvenience and frustration you experienced during your visit. We value your feedback and will use it to improve our processes and ensure that such issues do not recur in the future. We appreciate your understanding and the opportunity to address your concerns.
  
  Thank you for bringing this matter to our attention. We appreciate your feedback and apologize for any inconvenience caused. We will make every effort to improve our services and ensure customer satisfaction.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a used vehicle at an advertised price of $ ******. The automobile looked to be well maintained. The exterior and interior seemed to be in good shape and all parts were working. I test drove the vehicle and was pleased. I then told the salesperson that I wanted to finance and wanted to see what deal they would give me. He then told me they require 30% down. I explained no problem since my plan was give $5000 down so my notes would be under $300 a month, since I'm on a fixed income. The salesperson went to the finance office and later the finance manager came saying I think we have a deal. By this time, I was really tired I had been there since 2:30 pm and it was well after 6 pm. I'm 75 years old. The finance manager tells me he got financing through **************** (which my financing is with *********** for 72 months, but I could refinance at any time and the interest rate was 12%. My note would be $324/mo. I did not understand the high interest rate since I have very good credit. **** comes in (the closer) we discuss the money and explained I would bring them a cashier check the next day Monday. **** insisted that I complete some paperwork before leaving. So, he hand wrote the sales contract and had me sign it.Monday, early evening I bring them the cashier check, finish signing the paperwork and pick up the vehicle. Unfortunately, I left the paperwork in **** office and was not able to pick it up until Thursday. That night I looked over the paperwork and was surprised my affordable $****** vehicle had mushroomed to over $21,000 I couldn't believe they had been so deceptive. The first thing Friday morning I called **** for an explanation of my contract, and I was told he had to add a $1000 to the price of car so the bank would take the contract. No other explanation accept they have make money too. This is the way business is ran advertise at a lower price and add-on to make profit.

  

  Business response

  03/12/2024

  
  
  Dear ******************,
  
  
  I hope this letter finds you well. I am writing in response to your recent complaint regarding your experience with the purchase of a used vehicle at our dealership. I apologize for any frustration or inconvenience you may have encountered. We take your concerns seriously and are committed to addressing them promptly and effectively.
  
  After carefully reviewing the details of your complaint, I understand that you purchased a used vehicle at an advertised price of $14,789. You found the vehicle to be well-maintained, both externally and internally, and all parts were in good working condition. I apologize if there was any miscommunication or misunderstanding regarding the pricing of the vehicle.
  
  Regarding the financing process, I understand that you expressed your intention to finance the purchase and mentioned your plan of providing a $5,000 down payment. However, you were informed that a 30% down payment was required. I apologize if there was a lack of clarity or miscommunication in explaining the down payment requirement to you.
  
  Furthermore, I understand your dissatisfaction with the interest rate of 12% offered in the financing agreement. Given your good credit, you expected a more favorable rate. I apologize for any disappointment or confusion caused by the interest rate discrepancy.
  
  I apologize for any inconvenience caused by the delay in receiving the paperwork and the subsequent discovery that the total cost of the vehicle had increased to over $21,000. I understand your surprise and frustration regarding the additional $1,000 added to the price of the car. I apologize for any perception of deception or lack of transparency in this matter.
  
  ******************, I assure you that we take your feedback seriously, and we are committed to addressing your concerns and improving our practices. We value your business and want to ensure that our customers have a transparent and satisfactory purchasing experience.
  
  
  Thank you for bringing this matter to our attention. We appreciate your feedback and the opportunity to address your concerns. We apologize for any inconvenience caused, and we will make every effort to improve our services and ensure customer satisfaction.
  
  Sincerely,
  
  ******************;

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 16 I gave them down payment **** for Tesla 2015 model S but only April 18 I went to pick up the car and I drove it have some problem with cover of charging port malfunction and other accessories inside car broken and they never fix. I came to exchange for model 3 2020 the price is ****** but they told me because we already paid tax for the car 2015 that why we need to put the price to ***** that why your 5k is to this add more. Their theft protection **** they told me is lifetime but I check on application 3 years only. One month pass by DMV sent me license plate Tesla model 3 2020 if they already pay tax everything I should receive license plate for Tesla model S but I called them they said they cancel that why I don't receive it. I ask for 5k back because you increase the price only if you pay tax and DMV but you didn't pay you should refund. I called and they keep hangup on me and the financial guy knew he did wrong he hangup also keep calling him he never pick up the phone. If they already pay for tax that car I agree to to lose **** but they never do, lied and fraud money. Financial guy and the one who try to cheat and hide to many customers

  

  Business response

  03/12/2024

  
  
  Dear ****************,
  
  Re: Resolution of Complaint - Repair Issues
  
  I hope this letter finds you well. I am writing in response to your recent complaint regarding the purchase and subsequent issues with the Tesla Model S and Model 3 from our dealership. Please accept my sincerest apologies for any inconvenience or frustration this situation has caused you.
  
  After thoroughly reviewing the details of your complaint, I would like to assure you that we take your concerns very seriously and are committed to resolving this matter in a fair and satisfactory manner. I would like to address each of the issues you have raised individually.
  
  Firstly, I apologize for the malfunctioning cover of the charging port and the broken accessories inside the car. We understand the importance of delivering a vehicle in proper working condition. I assure you that we will rectify these issues promptly. Our service department will be in touch with you to schedule a convenient time for the necessary repairs.
  
  Regarding the pricing discrepancy between the Tesla Model S and Model 3, I apologize for any confusion or miscommunication that *** have occurred. We acknowledge that there was an error in the tax calculation and subsequent pricing adjustment. We are committed to resolving this issue to your satisfaction. Our finance department will review the matter and contact you to discuss an appropriate resolution.
  
  I apologize for the delay in receiving the license plate for the Tesla Model S. I understand the frustration this has caused you. Upon investigating the matter, we discovered an administrative error that resulted in the cancellation of the license plate issuance. We have taken immediate steps to rectify the situation, and you can expect to receive the correct license plate for your Tesla Model 3 within the next few business days.
  
  Regarding your request for a refund of the $5,000 down payment, I assure you that we will thoroughly investigate the tax payment and refund eligibility. Our finance department will conduct a comprehensive review of the transaction and promptly address your concerns. We understand the importance of transparent business practices and will take appropriate action to rectify any discrepancies.
  
  I sincerely apologize for any difficulties you have experienced when contacting our staff. This is not reflective of the level of service we strive to provide. I assure you that we will address this issue internally to ensure that all customer inquiries are handled promptly and professionally. I appreciate your patience and understanding in this matter.
  
  ****************, I want to emphasize that we value your business and are committed to resolving these issues to your satisfaction. We understand the importance of transparent communication and trust in our customer relationships. We will work diligently to rectify the situation and restore your confidence in our dealership.
  
  Thank you for bringing this matter to our attention. We appreciate your patience and look forward to resolving this situation to your satisfaction.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/4/22, I bought a used Cayenne for my dad. When I arrived, all the paperwork was ready to go and they included a "gap insurance" policy for $1,200. I asked them to remove it because it was not necessary with the amount of down payment I was putting down. The salesman and manager said not to worry and I could easily cancel it as soon as I walked out of the dealership and get my money back and it could take hours to redo all the paperwork if we wanted it removed. My mistake was taking them at their word. It has been months and I still have not received my money back. I would like to receive a check back for this $1,200 ASAP.

  

  Business response

  03/12/2024

  
  
  Dear ****************,
  
  I hope this letter finds you well. I am writing in response to your recent complaint regarding the refund for the gap insurance policy purchased during the acquisition of a used Cayenne at our dealership. I apologize for any frustration or inconvenience you may have encountered. We take your concerns seriously and are committed to addressing them promptly and effectively.
  
  After carefully reviewing the details of your complaint, I understand that you requested the removal of the gap insurance policy, which was included in the initial paperwork for $1,200. Our salesperson and manager assured you that the policy could be easily canceled after leaving the dealership and that you would receive a refund. I apologize for any miscommunication or misunderstanding regarding the process and timeline for the refund.
  
  I understand your frustration and disappointment that it has been several months since the purchase, and you have not yet received your refund. I apologize for the delay and any inconvenience caused by the extended timeframe. Rest assured, we are committed to resolving this issue promptly and ensuring that you receive the refund you are entitled to.
  
  To expedite the resolution process, I have personally reviewed your case, and I will be working closely with our finance and administrative teams to ensure that your refund is processed as quickly as possible. I apologize for any inconvenience caused by the need to redo the paperwork initially and any subsequent delays in issuing the refund.
  
  ****************, I assure you that we take your feedback seriously, and we are committed to addressing your concerns and improving our practices. We value your business and want to ensure that our customers have a transparent and satisfactory purchasing experience.
  
  Thank you for bringing this matter to our attention. We appreciate your feedback and the opportunity to address your concerns. We apologize for any inconvenience caused, and we will make every effort to expedite the refund process and ensure customer satisfaction.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First time customer here, and this dealership did not take care of my wants as a customer. I reached out about a ****** Cross trek they had on this lot. Filled out my credit application on there website to save some time before going to the actual dealership in person which was convenient and nice to have available on there website. As soon as I filled it out, I got confirmation emails and a text from a sales man asking if " I was interested in the vehicle" . Of course! i filled out the paperwork, why wouldn't I be interested but anyway I responded and he told me they would reach out again on Monday, since they are closed on Sundays.Didn't hear anything back from him or the dealership, so I reached out myself and he had told me straight up that they can't work with me. Rejecting me completely. Without even offering to give me other options, or inviting me to the car lot to maybe check out other cars if the ****** didn't work out with my terms, but nothing. It clearly says on the website they work with all kinds of credit, no drivers license, previous repossessions, first time buyers, no credit, etc. I'll post up there sneaky ads on this post for anyone wondering. The salesman I talked to was not motivated to make a sale for the business, he didn't accommodate and the service wasn't helpful at all. They loss out on a sale, they could of had.

  

  Business response

  03/12/2024

  
  
  Dear ********************,
  
  Re: Resolution of *********** ******* Issues
  
  I hope this letter finds you well. I am writing in response to your recent complaint regarding your experience at our dealership. I would like to sincerely apologize for any inconvenience or frustration you may have experienced. We take your concerns seriously and are committed to addressing them promptly and effectively.
  
  After carefully reviewing the details of your complaint, I would like to address the issues you have raised regarding the lack of responsiveness, rejection of your credit application, and the perceived lack of customer service.
  
  Firstly, I apologize for the lack of communication and follow-up after you filled out the credit application on our website. We understand the importance of timely and effective communication with our customers. I assure you that we will investigate this matter internally to determine what led to the breakdown in communication. We value your time and interest in our dealership, and we apologize for any inconvenience caused.
  
  Regarding the rejection of your credit application without offering alternative options or inviting you to explore other vehicles, I apologize for the disappointment and frustration this has caused you. We strive to provide a high level of customer service and ensure that all customers are treated with respect and consideration. We acknowledge that the response you received was not in line with our commitment to customer satisfaction. Our sales team should have explored other possibilities and worked with you to find a suitable solution. We will address this issue internally and provide additional training to our staff to ensure that this does not happen in the future.
  
  I apologize if our advertisements may have given the impression that we work with all credit types without exceptions. While we do strive to assist customers with various credit backgrounds, there are cases where certain limitations or requirements may apply. We understand that this can be disappointing, and we apologize for any confusion or inconvenience caused by the mismatch between your expectations and our ability to assist. We will review our advertisements and ensure that they accurately reflect our credit policies and limitations.
  
  ********************, please be assured that we value your feedback and take your concerns seriously. We apologize that we were unable to meet your expectations as a first-time customer. Our team will use this feedback to improve our processes and ensure that we provide a better experience for our customers in the future.
  
  Thank you for bringing this matter to our attention. We appreciate your feedback and the opportunity to address your concerns. We sincerely apologize for any inconvenience caused, and we will make every effort to improve our services and ensure customer satisfaction.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I applied for a car loan at this lot. While advertising Competitive pricing, knowledgeable staff & superior customer service, this could not be further from the truth. I currently have an approval from 2 different lots from the same banks. Similar car price and same down. Upon running my credit, they immediately said NO CAN DO. I asked why did you not submit my file? Who did you get a denial from? Based in "40 years of experience we know how the banks work." They asked for 30% down 10k down. I questioned what is the price of the car as it says 36k. I am approved for 45k with my current lender. They just run your credit false advertisements and the absolute worst customer experience. I can see why this company has a D- rating and mostly 1 star reviews. I am blessed to not have been one suck with a lemon off their lot seeking damages. If they did not actually submit my application just self determination what they "THINK" the bank (who have issued a full approval) as of today with 2 lots. I expect them to remove all inquiries of my credit. Even after I asked, they were like you have 75 inquiries anyway. Yes, I do however I have approvals and they were valid applications not just running credit to assume. As a bank underwriter, they will never know how the banks work, they are not the decision makers!!

  

  Business response

  10/26/2022

  ********************************* submitted his credit application on line, based on his credit history unfortunately we where not able to get him financed. The lenders that we work with required more down payment due to the value of the vehicle he wanted. We are not able or authorized to remove inquires.

  Customer response

  10/26/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  What banks did you submit my file to? How did you determine that decision?
  
  My credit terms were added in the note section why did you run my credit if you do not have the resources to finance me?
  
  I put the down payment, credit in the notes section. You wrecklessly ran my credit without reading. I have 3 approvals from other lots with various lenders.

  

  Business response

  11/08/2022

  Business Response /* (1000, 5, 2022/10/26) */ Mr. ***** ********* submitted his credit application on line, based on his credit history unfortunately we where not able to get him financed. The lenders that we work with required more down payment due to the value of the vehicle he wanted. We are not able or authorized to remove inquires. Consumer Response /* (3000, 7, 2022/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) What banks did you submit my file to? How did you determine that decision? My credit terms were added in the note section why did you run my credit if you do not have the resources to finance me? I put the down payment, credit in the notes section. You wrecklessly ran my credit without reading. I have 3 approvals from other lots with various lenders.

  

  Business response

  03/12/2024

  
  
  Dear **********************,
  
  Re: Resolution of Complaint - Loan Application Experience
  
  I hope this letter finds you well. I am writing in response to your recent complaint regarding your experience with our dealership during the car loan application process. I would like to sincerely apologize for any frustration or inconvenience you may have encountered. We take your concerns seriously and are committed to addressing them promptly and effectively.
  
  After carefully reviewing the details of your complaint, I understand your disappointment with the outcome of your loan application and the perceived lack of transparency during the process. I apologize for any confusion or dissatisfaction caused by the way your application was handled.
  
  Our intention is to provide competitive pricing, knowledgeable staff, and superior customer service to all our customers. However, it seems that we fell short of meeting your expectations, and for that, I apologize.
  
  Regarding the denial of your loan application, I understand that you have received approvals from two different lots with the same banks, offering similar car prices and down payments. I apologize if we were unable to provide you with a satisfactory explanation for the denial. Our staff should have been more transparent and communicative about the reasons behind the decision.
  
  I apologize if there was a misunderstanding regarding the submission of your application. It is our standard practice to submit loan applications to the banks for review. If your application was not submitted as requested, I apologize for the oversight. We value your feedback and will use it to improve our internal processes to ensure that all applications are handled promptly and accurately.
  
  Regarding the inquiries on your credit report, I understand your concern. We will investigate the matter and take appropriate action to address any unnecessary inquiries. We apologize for any inconvenience caused by this situation.
  
  **********************, I want to assure you that we take your feedback seriously and strive to improve our services based on customer experiences. We apologize for any frustration or disappointment caused during the loan application process. 
  
  Thank you for bringing this matter to our attention. We appreciate your feedback and the opportunity to address your concerns. We apologize for any inconvenience caused, and we will make every effort to improve our services and ensure customer satisfaction.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On *********** I was moving forward with the purchase of a **** *** ** **** The advertised price of the vehicle was ******** I was happy with the price and filled out their credit application. I was approved and when the paperwork was sent to me, the price had increased by nearly ***** to ******** First, I was purchasing from out-of-state, so, unless I am missing something, there should not be any tax, license, or registration fees until I return to my home state with the vehicle. Second there was a surprise "accessories" line item for ****** They claimed it was an installed theft deterrent system and *** tracker and that they could not be removed. Ultimately they did agree to remove the anti-theft system but the ***** **** somehow, could not be removed. I explained that I wasn't interested in paying more than the advertised price and standard deal doc fees. When the sales manager wouldn't agree to remove the *** system I declined to continue with the purchase. I feel that this is a very deceptive practice and I would like to see that nobody else gets deceived like this in the future.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car from this car dealership we agreed to shipping car after purchase they had no idea I was coming to see car before shipping when I get the I noticed obvious car issue I spoke to **** he assured me that a warranty can address this issue we agreed when I received car after tow I took it immediately to *** and discovered car had many issue that would prevent me from driving it over 9k of serviced needed to be done I contacted they refused to follow thru with there agreement to fix car issues and left me stuck with a car they can't drive because it had water pump, coolant ,thrust bushing and underivable tires

• Initial Complaint

  09/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the vehicle on the afternoon of September 17 and while driving home from the dealership experienced a malfunction causing a check engine light. After repeated phone calls to the dealership I brought the car back to them on Monday for inspection and they said they would get the problem taken care of. I took the vehicle to a shop that they do business with and was told the vehicle probably needed a new head gasket and would be a $****** repair. I haven't returned to the dealership who told me they want me to get a second opinion from another recommended shop however I would need to schedule an appointment. I have limited time so I took the car to a well-known ******** repair shop where the intake gaskets were replaced at a cost of $*** that I paid and was informed that the car does not have any secondary catalytic converter's and this will not pass ********** smogged requirements on a visual inspection. The dealership is claiming the car Was sold as is and disputes the claim

  

  Business response

  03/12/2024

  
  
  Dear ****************,
  
  Re: Resolution of Complaint - Product Issues
  
  I hope this letter finds you well. I am writing in response to your recent complaint regarding the vehicle you purchased from our dealership. Please accept my sincerest apologies for the inconveniences and frustrations you have experienced. We take your concerns seriously and are committed to addressing them promptly and fairly.
  
  After carefully reviewing the details of your complaint, I would like to address the issues you have raised regarding the vehicle's malfunction, repair, and compliance with ********** smog requirements.
  
  I apologize for the malfunction you experienced shortly after purchasing the vehicle. We understand the importance of delivering a car in proper working condition. I assure you that we take this matter seriously and are committed to resolving it to your satisfaction. Our service department will conduct a thorough inspection of the vehicle to identify and rectify the issue promptly. We will contact you to schedule an appointment at your convenience.
  
  Regarding the repair estimate provided by the shop we recommended, we apologize for the significant cost involved. We understand the impact this has had on your experience. We acknowledge that there was a miscommunication or misunderstanding regarding the repair process and associated expenses. We are committed to finding a solution that is fair and reasonable for both parties. Our representative will reach out to you to discuss the matter in detail and explore alternative options to address the issue effectively.
  
  I apologize for any inconvenience caused by the requirement to obtain a second opinion from another recommended shop. We understand that time is limited for you and we value your concerns. We will work to expedite the process and ensure that the second opinion is obtained as soon as possible. Our team will assist you in scheduling an appointment at your convenience.
  
  Regarding the issue of the secondary catalytic converters and compliance with ********** smog requirements, we apologize for any confusion or misunderstanding. It is important to us that our customers are satisfied and that the vehicles we sell meet all necessary regulations. We will investigate this matter further to determine the accuracy of the information provided. Our representative will contact you to discuss this issue and explore potential solutions to ensure compliance with ********** smog requirements.
  
  I understand that there is a dispute regarding the "as-is" nature of the sale. We will review the details of the transaction and the documentation provided to ascertain the accuracy of this claim. It is our intention to address any valid concerns and find a fair resolution to this matter.
  
  ****************, please be assured that we value your satisfaction as a customer and are committed to resolving these issues in a timely and satisfactory manner. We apologize for any inconvenience or frustration this situation has caused you. Our team will work diligently to address your concerns and provide an appropriate solution. 
  
  Thank you for bringing this matter to our attention. We appreciate your patience and understanding, and we look forward to resolving this situation to your satisfaction.
  
  Sincerely,
  
  *************************

*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. ↩