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:10/28/2024

  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.

  Purchased a 450h+ from ********** Lexus in Jan 2024. There were issues during test drive w/computer that salesman had to rest several times. Called salesman after due to ongoing issues with computer. I was told It was operator error. Brought back to ********** and told by tech, after an hour waiting to be seen then waiting over 2 hrs, there wasn't an issue and there was no way to check it. He said there was a miscommunication and denied issue(therefore, may not be documented)Then went to Roseville Lexus. Stated they had no connection or ability to see if I had gone to **********(so confused). When I arrived, ******* met me in my car and stated it was my phone, not computer. I bought a new phone(there was nothing wrong with my phone, very expensive). The issues continued. This was not documented as well because he just sat in my car and said my phone's fault.Brought back again, due to ongoing and unsafe issues as trying to fix while driving. Kyara stated(case ***** before the vehicle was even seen, that they would need to ***licate the issues before they would resolve. I stated that I had no reason to not be telling the truth. Again, 3 hrs later(I had to call to see if car was ready) they said they could not ***licate, that the computer was fine. I asked her to please escalate. She refused. No sooner did I pull out, the computer froze. I left *** w/VP service x2, no call back 10/23: I now call Lexus. Corp, she opens a technical case and says Roseville should call me w/in ***** hrs. No phone call back. 10/28: called again, the recording said I had a case, the customer service *** said there was no case and she would open a new one. I refused and said there was a case, then she back pedaled and said there was an "Android Auto connectivity case". So, basically, I feel like I've been completely shined on and had the run around and feels unprofessional and unethical. I believe there's a lemon law. I'm so frustrated. I just want what I paid for.

  Business Response

  Date: 10/29/2024

  Hello ******,

  I received your complaint with the BBB. We take all customer concerns seriously and I look forward to working with you. I will review our records and work with Lexus to find the best remedy to address your complaint and concerns. I can respond on the BBB platform, or you can call me direct at **********. That number is my direct office number. 

  *** *****

  General Manager

  Customer Answer

  Date: 11/06/2024

  I am rejecting this response because: I have been contacted by Lexus Corporate; they are also trying to resolve concerns. 
  Still awaiting resolution.  Roseville Lexus has my vehicle now; contacted me today they were unable to find any problems with my vehicle. Ready to be picked up.
  Therefore, there has not been resolution....yet, as still awaiting ongoing responses.
  At least there's movement.  
  Cautiously optimistic.
  

  Business Response

  Date: 11/06/2024

  Hello ******,

  I received your rejection of our response. I have spoken to my service department management and your vehicle has already been updated with the most recent software update version 2170. We have not been able to duplicate the concerns you mentioned. Your vehicle is ready to be picked up in our service department. Please contact your service advisor with what time works for you to pick up your vehicle.

  TAS#TA243090487

  *** *****

  Lexus of Roseville

  Customer Answer

  Date: 11/18/2024

  I am rejecting this response because: the complaint has not been resolved re: Lexus. It is ongoing and meeting with a factory tech on the 19th. I suspect resolution may not happen and keeping an open mind and checking all the boxes.  
  

  Business Response

  Date: 11/19/2024

  Hello ******,

  We have received your rejection to our response. We are also working with our factory representative to best resolve the issues you described. We look forward to assisting you in a finding a timely resolution.

  thank you,

  *** *****

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  03/25/24 Took car in for a gas leak issue. 03/27/24 Gas leak issue resolved. Was provided with a summary of my car but was not informed of a leak in the water pump which is a critical issue that should have been taken care of at that time.05/24/24 Took car back to dealership when found anti-feeze on floor of my garage. 05/25/24 Picked up car after they replaced radiator, hoses and gaskets. ******** who worked on the car reassured that water pump is fine but recommended that it get replaced along w/timing belt due to age and mileage of the car.07/05/24 Took car back to dealership because of leaking anti-freeze. Got text message advising it's the water pump is "still leaking coolant"- this after being reassured that the water pump was fine on 05/25/24. I spoke to ********************* the general sales manager about my frustration over this whole situation. I was hoping that he would be of assistance instead, he made things worse and started lecturing me about the fact "that I needed to get this work done at ******* and that it's an old car so I will probably be having to bring the car in once a month for repairs."I have never been treated so badly by any car dealership or auto repair shop. This has soured my relationship with Lexus and I have been a loyal Lexus owner for the past 21 years. This dealership does NOT care about their clients and my experience with ********************* was the worst.

  Business Response

  Date: 07/08/2024

  Hello ******,

   I want to apologize for your conversation with ***. Our intention is to never make anyone feel disrespected. I know your car is in service and in need of multiple recommended repairs. I would like to go over all of our findings personally. We can go over the history of your vehicle and discuss all the options we have for you. Please reach out to me at ********** and we can set a time that works best for you.

  ********

• Initial Complaint

  Date:05/01/2024

  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.

  My fiance and I purchased a 2018 ************** limited from Roseville Lexus in March of 2023. In July of 2023 the vehicle broke down and I had it towed to ********* ******** After they completed their diagnostic testing, it was determined that the transmission had gone out so it needed to be replaced. At that time they also saw in the computer that the vehicle was brought into a ******* dealership in ******************* for transmission issues and it was tested and barely passed. That was 2 months before I purchased the vehicle. I was without my car for a month to have the transmission replaced. We contact Roseville Lexus about the issue and that the car was still running rough and burning oil. In December of 2023 we took it to Roseville Lexus where they did an oil consumption test. We were then asked to drive the car for ***** miles and bring it back so they could check the oil. In that ***** miles the car went through 0.8 quart of oil and they said ******* specs say 1 quart consumption for every ***** miles so it was within spec. They put new spark plugs in the vehicle to see if that would help. April 10th 2024 my car broke down again and I had it towed to *************** where it still is one month later. Now the motor is no good. We did purchase an extended warranty when we purchased the car luckily, but every 4 months since I purchased this car I have been without a car for an extended period of time and have to pay a deductible each time. My first issue is that this car was sold to us knowing there was a transmission issue that was not disclosed to us. Now, ******* is being asked by the warranty company to do a motor tear down to determine the cause and if the cause isn't covered then we will be responsible for the teardown which will cost us $2,000 for just the tear down or $5,000 for the tear down and to put it back together. This is absolutely absurd. We intentionally went to what we thought was a reputable dealership and have been sold a lemon.

  Business Response

  Date: 05/01/2024

  We completely understand the guest frustration.

  Car ownership does have certain inherent responsibilities.

  We have been responsive to all the guest concerns.

  The claim that we were aware of the transmission diagnosis prior to our purchase is false. We do not have access to the records of a ******* dealership. Any diagnostics that we performed of the vehicle prior to sell are to all BAR standards. We offer extended service contracts and are sold accordingly for just these circumstances. We communicated with the local ******* dealer, all conditions reported were within the manufacturer's guidelines. We have done nothing improper in this transaction. 

  If the guest feels this vehicle is a Lemon, we suggest that she work with the ******* dealer to make that decision. We cannot make that conclusion.

   

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

  Customer Answer

  Date: 05/01/2024

  I am rejecting this response because: When we purchased the vehicle we were told we were provided with "all" records on the vehicle. In those documents it showed all service records which were done at a ********* dealership. If your staff had access to those records, when you are saying you don't have access to ******** Dealership " records, how did you guy's have those? I do feel I was sold a vehicle that knowingly had issues by your dealership,  not ******** So why would I need to contact ******** The vehicle is now at a ******* dealership with a bad motor that they are saying may be caused by a spark plug that Roseville Lexus put in the car in December of 2023 trying to resolve an issue the car was still having. The car has been in the shop every 4 months documented with major issue's. So please explain to me how this would be the fault of the ******* dealership when you sold the vehicle?
  

  Business Response

  Date: 05/02/2024

  The history we provide, outside of the work we do, is from ******. Any service history that we recieve, we provide to the guest. We would be more than happy to share any services that we have done to the vehicle. Both before the sale and after.

  ********

  Customer Answer

  Date: 05/02/2024

  I am rejecting this response because: I have copies of the work that was done. What I am in need of is you to look into why this vehicle was sold with so many issues? What inspections were done to the vehicle before you sold it? 
  

  Business Response

  Date: 05/02/2024

   

  We will be more than happy to go over our pre-inspections. The vehicle did not show signs of transmission issue during our possession. Nor did it have any sign of mechanical issues. We will be more than happy to discuss any and all issues with you, the fixing dealer or the warranty company. Please provide contact information to all who would like to have a discussion and I will have my service manager advise on our inspections and work provided.

  ********

  Customer Answer

  Date: 05/09/2024

  I am rejecting this response because: You are well aware of who my husband and I are. I am not putting my contact information on a public forum. We have been in contact with your dealership numerous times since we purchased this vehicle. On this particular occasion my husband has been speaking with someone by the name of **** there, who has been passing the buck back to ******* in modesto where my car has been sitting for a month. Conveniently his correspondence with my husband has stopped since I filed this claim. You are definitely able to reach out to **** and get the contact information you are requesting. 
  

• Initial Complaint

  Date:08/29/2023

  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.

  This dealer sold me a car, that I paid for in cash, 5 months ago, and has yet to send me or the *** the title for the car. I believe I was sold this car fraudulently and this dealer acted in bad faith selling a car that they didn't own or have right to sell. They have delayed me and not returned my calls for several months and I am now taking action seeking to have ********** Vehicle Codes **** (a)(2) and 5753(c)(1) enforced. Car is a 2020 ***** CX5 VIN: JM3KFBDM6LO731799

  Business Response

  Date: 08/30/2023

  To ***************,

  I understand *************** frustration. We have run into some unusual circumstances in completed the titling to *************** name. I have offered an extension on the temporary while we work with the *** to resolve the issues. I have also spoken to *************** and offered him a full return of the vehicle. I have been assured the title will be available, it is just taking longer than usual. If **************** does not want to wait any longer, her can bring the car back and we will provide him a refund in full.

  thank you 

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

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to purchase a vehicle, ******** was working with me. We agreed on a price otd so he took it to big boss who also agreed. When I went back to pay the new sales man ***** said no deal. I explained it was cleared with big boss but he said big boss did not approve this. I have the paper showing it was all agreed but ***** said it was never approved. After talking with others about this I was told its called bait and switch which is used by less scrupulous dealers. Who would think that would be Roseville lexus in the auto mall? I reached out to the general manager with no response. Business like this is what gives used sales people a bad rap. I would tell anyone who goes here to video the entire process. I understand its a business that needs to make money but to try to take advantage of on older single female or anyone is disgusting and shameful.

  Business Response

  Date: 07/18/2023

  Hello BBB,

  I have discussed this issue with my team. All parties involved and who interacted with *********************** do not agree with her description of events. No print out quote was ever provided to the guest. She made an offer that we did not accept and she returned the next day expecting her offer to be accepted. I have reviewed our processes and made clear to all staff what constitutes an offer and what our process are to accept an offer in order to not have similar misunderstandings in the future. We take pride in our honesty and transparency. I have not spoken to the guest nor have a seen any attempts of her reaching out to me. I have seen her post online and have replied to all of them. I understand that we could not agree upon terms on this deal, that doesn't equate to us be untruthful. We have attempted to clarify any misunderstandings that *** have occurred. We understand if the guest does not want to do business with us in the future.

  Customer Answer

  Date: 07/19/2023

  I am rejecting this response because: I am rejecting this response because: Their statement is simply not true. Not only is it completely false, but I feel like it's more bullying by Roseville Lexus. They are trying to manipulate the situation by suggesting they have 3 people to refute my claim, but I could just as easily say I had 4 people with me that day and they all agree they heard the agreed upon deal. However, the difference is I dont lie to deceive others, and I have irrefutable proof that Roseville Lexus is being dishonest in their response, just as they were dishonest with me.
  
  This began July 3rd when I first visited Roseville Lexus and was helped by a salesman named Mariselo. Ive attached the offer sheet where you can see where the salesman ******** had written my strict budget of $30k out the door, but they were trying to sell me a car that was over $37k. I told them I wasnt gonna pay the $2,295 of additional equipment fees that they decided to add in, so they removed those fees and their new total was $35,140. I reminded him that I had a strict budget of 30k out the door and couldnt pay $35k. We talked a little and I said I could go up to $29k plus taxes and fees, which is the $31,286 OTD on the offer sheet. ******** said he would take it to the big man and see. When he returned, ******** said were close, and I asked how close, to which he responded were there, I asked so he accepted the offer?, and ******** said he accepted it. This is when ******** told there were customers ahead of me and there would be a wait, so I went to get lunch before it was my turn to do the paperwork. 
  While at lunch I realized it was later than I thought and I had to get back home by a certain time, and I live out of town. I texted ******** and told him that I had to go back home, and that I would need to get someone to come back with me to drive my current car home for me anyway. He offered to deliver the new car to me that evening, but I would still have to go back to the dealer and do the paperwork that he said would take 1.5 hours. I told him I didnt have that much time and asked if I come back the following morning on July 4th to do the paperwork. ******** said that was no problem, but he wouldnt be there the following day, but he could make an appointment for me with a salesman he trusted. ******** then confirmed my appointment for July 4th at 9am with a man named *********** 
  When I arrived for my appointment, I handed ***** the offer sheet from the day before and took it back to his manager. However, he returned to tell me that his manager said they werent going to sell me the car for that price. I told ***** that ******** already had it approved by who he referred to as the big guy, so can he go talk to whoever that is since thats who was involved the day before. ***** said thats who he already talked to, and that person said they didnt approve that price. I sent ******** a text to ask for the name of the person that approved the deal, but he wouldnt tell me. I also asked ***** for the person's name, and he wouldnt tell me either.
  

  I have attached some of the pertinent text messages between Mariselo and I while I was at the appointment with ***** on July 4th. 
  
  Furthermore, I have also attached the email I sent to the store manager which is dated 07/04/2023, proving the statement that I never reached out directly to try and resolve the issue is a complete lie. 
  

  Im not sure where it went wrong and whether it was the salesman that lied to trick me into staying even though he knew their asking price was over my budget, or if it was the big guy that approved the deals that decided to lie about approving it; but someone blatantly lied and deceived me. This experience is the exact reason that car salesmen have a bad reputation. 
  I am not asking for anything, and I have absolutely no incentive for lying. My only goal here is to try and warn others of the tricks and immoral sales tactics that Roseville Lexus is willing to use to deceive and manipulate their way to making a sale. Im sure it works on a lot of people, because the more time and energy the car dealers can get you to invest into a car, the easier it is to squeeze every last dollar out of the consumer. 

  
  

• Initial Complaint

  Date:06/13/2023

  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.

  Approximately three years ago I purchased a 2014 Lexus LS460 from Lexus of Roseville. During the purchase, I also opted to purchase the lifetime oil change that was offered. The first year of ownership, Lexus of Roseville provided the lifetime oil changes that I purchased with no complaints. The second year of the lifetime oil changes became more complicated, (This is when oil prices began to rise), now into the third year, it has become harder to get the oil changed, without me having to complain. I have left several messages for the Service Manager (*******************), however I have had no response. The service writer assigned to me (*******), performed the oil change with no problem last time. Now I have called to get my oil changed and I was advised that I am placed on a "Do not Service" list. I have never had a conversation with the service manage to this date. They are refusing to provide a service that I have Pre- Paid for which to me seems like a breach of contract.

• Initial Complaint

  Date:01/19/2023

  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 owed 2018 Lexus Rx450hl . This car have a manufacture defected brake actuator. A faulty brake actuator can causes a car to failure to sudden stop. Lexus recognizes this problem so on newer model of this car they discontinued uses this part. How can this not be a recall because it is a major safety issue.

• Initial Complaint

  Date:01/06/2023

  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.

  Battery Warranty. I purchased a Lexus battery 1/22/2020 for my Lexus SC430. The battery has an 84 months warranty. I developed problems with the battery several months ago by lost of life proventing it from starting after not starting car for a week. In other words, I had to jumpstart car after 1 week of none driving it. On January 4,2023 I took the battery to two places, Auto Zone, and ************** (**** ***********, **************) for a battery test by a battery specialist. Reading on the battery I was told by the specialist that it didn't pass A LOAD TEST. Therefore, it should be replaced. On January 4, I took the battery to Lexus of Roseville where I purchased the battery 2022 and told parts representative that I had the battery tested and it has a defect because it keeps going down. He tested the battery and told me that the battery is okay. I say if its okay then why does it loses engine, won't start in 7 days and this has been happening for several months. His answer was to start it more often and refused to replace battery. I took it back on 1/5/23 and spoke to a person named **** who said he was the General Manager, which I doubted it because the receptionist told me the ** was in a meeting. This person **** probably was one of the sales person. DISRESPECTFUL AND LACK OF MANNERISM TOWARD ME AS A CUSTOMER. I have more than 30 months left on my 84 months warranty, my battery should be replaced at full value of a new one. A report has been filed with Lexus **************** on Jan 4, 2023, no answer.