ComplaintsforCrown Lexus

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 2015 ****** Legacy from Crown Lexus on April 25th, 2024. With taxes and fees included, I paid $8,111.45. From the outset, my interactions with the sales representative, *******, were marked by his persistent and eager attempts to close the deal, even going so far as to call me late in the evening and offering to bring the car to my home for a test drive.Despite my initial reservations about purchasing a used vehicle, ******* assured me that the car had undergone a comprehensive inspection by Lexus-certified mechanics. This assurance, coupled with the fact that the vehicle was being sold by a reputable dealership, led me to proceed with the purchase of the vehicle along with the ********** Gold warranty.However, just weeks after taking ownership, the car presented a serious issue. While stationary at a traffic light, the check engine light came on and the car refused to accelerate forward. Although I managed to temporarily resolve the issue by restarting the car, the incident left me deeply concerned, especially given that the vehicle was supposedly inspected by certified mechanics less than a month prior.Upon bringing the car to Crown Lexus for a diagnosis, I encountered further frustration. My car was transported to ****** of Ontario days later, as mechanics at Lexus could not properly diagnosis the issue. I later discovered that Lexus had not communicated the issues I described to the employees at the ****** service department. After almost a month at ******, I'm told that the repair would cost $5,763 and that the warranty that I purchased conveniently does not cover most of this cost. To pay this amount in repairs for a car that I was told was in good condition and was advertised to drive well is ridiculous. The employees I interacted with at Crown Lexus throughout the car-buying process were incredibly deceptive and taking advantage of me is unfair. At this point, I'd prefer to be fully refunded and invest my money in a reliable car.

  Business response

  06/18/2024

  Submitting response

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  *** started making a noise at start up fading slowly. Fumes from manifold entering the cabin and breathing them. Daughter is primary driver Im co-signer and co owner of this car. Daughter has 4small children 2 of them with asthma ,all are breathing this fumes everyday. Took car to have fixed and diagnosed at **** Chevrolet.moreno valley ca. they said fumes are due to crack on emission system and the insurance does not cover that. Back seatbelts malfunctioning also. They returned the car with the same issues it had before it went in Im afraid this problem is gonna become a bigger mechanical and health issue for me and my kids. This problem **** to be fixed or I will be forced to ****** legal action.

• Initial Complaint

  11/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought the car in because I had some electrical issues. The shifter isn't engaging when I press the brakes, and it doesn't unlock, preventing me from going into the park gear. The key fob was used to unlock and lock the car, but it stopped working, and the power steering isn't as strong as before.These were all the main issues I had with the car, and I stated this to the advisor when I brought it in. His name was **************** It is even written down in the invoice and the online voice. My service advisor let me know that the service was doable and could fix ALL issues. The communication between me and the advisor, ******, was already very poor. I had to call every day just to get a response because no one would update me on the status of my car. They spoke to me on the phone about how much the job would cost and that it would solve all issues. Replacing the ***** steering column and replacing the ignition housing assembly and recode. The ignition system needs to operate normally to address concerns. This is what the online voice states. I even supplied the parts, driving to multiple cities to hand-retrieve the parts and bringing them to the dealership, where they ultimately broke 2 of the 4 same parts I had received from used auto lots.It has already been a few months into the process, and I have not gotten my car back yet. My service advisor ended up quitting without letting me know, leaving me in the dark for a few days. I didn't know what would happen next with my car or how much all this would cost because it seemed like costs were racking up. At this point, a new advisor, **************, took over to help me with my issues. He did let me know of the steps needed to fix the shifter to get all issues resolved, which was ultimately to just replace it. A few more weeks later, I get a call from ****** saying that the car is all ready for pickup and that any sticky residue on the windows would be removed by the time for pickup.I go to the counter where we discussed a price of $915, and they didn't charge me for labor. I thought it sounded great considering the car would be fixed and all issues would be resolved, but when I get the car back, I see damaged parts above the front windshield trim, sticky residue on the window still, interior pieces still on the passenger seat, the power steering still felt weak and not working as intended, the shifter still would not go out of park without needing to press the override button, the key fob still not working, and overall I don't see any difference from when I brought the car in 4 months ago. I do not understand why I was allowed to pay and possibly take the car home that day when none of the concerns mentioned 4 months ago were not resolved.I had not left the dealership yet, and I told the advisor that none of the issues were resolved, and that's where we went inside to discuss the issues. They proceed to bring up new excuses that I was not once told in the 4-month period, about how certain things couldn't be fixed and that it would be an expensive fix. At this point, we were directed to talk with ****, who was in charge of ******, and I told him what was wrong. They tried to offer us a refund, but ultimately the car was still in worse condition than when we brought it in, so we'd be taking a loss even if I did accept his refund offer. I want Lexus of ******* to make this right by fixing my car as they said they would 4 months ago, and not try to bring up new excuses now as to why they couldn't fix it. I have text messages from previous advisors if needed for documentation.

  Business response

  11/28/2023

  We have added our response in the attached letter. Guest is aware of our position in this situation.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Thank you for the opportunity to hear my issue as I feel like I've fallen in deaf ears with the dealer/manufacturer. I have a 2018 Lexus IS300 and started to notice "stretch marks" on different parts of the steering wheel. I spoke with **** at Lexus corporate, she advised the manufacturer warranty is still active and should cover. I would have to go to the dealership for inspection and the dealer then needs to send in pictures to Lexus claims department for review. I went to Crown Lexus and saw service manager, ****. He stated that this was normal wear and tear and had nothing to do with the leather. I advised him that was not true as I have owned about 10 Lexus' prior to this one (from the same dealership) and that has never happened to any of them. He also stated that corporate would not approve a replacement as they would also look at it as wear and tear. After he took photos, which were not very clear and barely showed any damage, he said that he will send them in to corporate claims and it will take about a week to hear back from them. 3 weeks later, no call was ever received. I reached out to the dealership again and was advised by **** that the photos had just been sent. I had to call again, he then stated the photos were misplaced. He then said that sending the photos didn't matter anyway because claims had declined covering the steering wheel. I ask you: How can claims decline the claim if they didn't have the photos? He sent me the declination in writing, which reads as follows: "We forwarded the pictures to the Lexus service manager and it was concluded that the marks are caused by an outside influence or considered minor damage. Lexus declined any warranty assistance/coverage for the steering wheel". My car has $27,000 miles on it and is kept in my garage, away from the sun. This is a leather defect that I would like repaired. I do not feel that this is minor damage and it's only getting worse. It started with 1 and now there are 4 stretch marks.

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