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:01/06/2025

  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.

  They sold us the warranty under the pretext that any Lexus dealer in the ** will honor this warranty and we take the car to dealers in my home area, no one is honoring this warranty. The underwriters do not even provide me with a list of repair facilities that I can take the car to for repairs.

  Business Response

  Date: 01/06/2025

  Please call one of the finance managers at the dealership and they can help with finding locations you can use the warranty.  ************

• Initial Complaint

  Date:11/05/2024

  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.

  Car was leased staring it would come with a USB Phone Charging Cable Kit by Lexus and a Cargo Net. Car also delivered with scratched tint and was asked to fix but dealer has not provided the items that were paid for or any resolution and continues to not answer phone calls or emails regarding any resolution.

  Business Response

  Date: 11/06/2024

  Hello because you chose to use an auto broker instead of the dealership for your transaction, please contact them for resolution.  The vehicle was delivered to them with those items.  We also do not tint windows at the dealership, if there is something wrong with the factory window you can take the vehicle to any Lexus dealer in ************* as it's under warranty.

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22505663
  
  I am rejecting this response because:

   

  Vehicle was delivered directly to me at my home WITHOUT the items stated. Not scheduling a Lexus customer for warranty repair for a vehicle purchased at the dealer does not seem reasonable. 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 11/14/2024

  We are sorry for the issues.  You chose to purchase the vehicle through a 3rd party broker instead of directly through the dealership, all items were with the vehicle when delivered to the broker and there was no damage noted.  We also do not tint windows at the dealership.  If there is something wrong with the unaltered factory window it can be taken to any Lexus dealer in ************* for a warranty claim.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22505663
  
  I am rejecting this response because: Does not provide resolution
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:08/15/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 18, 2024 I purchased a Lexus NX300h from this dealership. I paid in full for the vehicle including tax, license and registration. I am receiving DEMAND FOR PAYMENT letters from the **** I contacted the dealership many many times via phone calls and emails. The matter is still unresolved after promises from the dealership that they were handling the issue. The *** as of yesterday, Aug 13, assured me that they HAVE NOT received payment from the dealership and that I am driving without a valid registration.

  Business Response

  Date: 10/30/2024

  So sorry for this happening, if this is still an issue please call our ************** at the dealership ******************

• Initial Complaint

  Date:07/17/2024

  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.

  I purchased a car on may 18th, 2024 for my 19 yr old son who is in college. the vehicle was paid in cash. about 3 weeks later on June 7th, the ** unit started blowing hot air. We took it o our family mechanic and our mechanic said that the ** compressor was faulty and stopped working and needed replacing. In addition, the mechanic noticed that the motor mounds were worn and also needed replacing. I contacted the sales person via cell phone and via text messaging and via email and never received a response back. Finally, we contacted the *** of the Lexus and he assigned a manger to assist us with the issue. We provided all the receipts for the repairs and they told us that they inspected the car and the car was in perfect condition. which is false because how can some serious repairs be needed on a vehicle that we barely dove within the three weeks of purchase. We believe that Lexus of Santa Monica treated us unfairly and lied to us and took advantage of us as first time buyers and were deceitful with their actions. Aside from their business practices of poor customer ********************** by not returning our numerous calls and left us with an unfair and unexpected repairs their customer ********************** and code of ethics is below satisfactory. It's not ok to take advantage of hard-working families trying to survive in today's rising economy. The first purchase of our son's car was supposed to be a wonderful experience and Lexus of Santa Monica Failed us. We are expecting Lexus of Santa Monica to pay for the entire repairs or at least half of them. We hope for them to do the right thing and help hard working families raising hard working children.

  Business Response

  Date: 10/30/2024

  We are so sorry for the issue, this unfortunately was clearly listed and advertised as an as-is vehicle.  We are happy to take in as a trade and help out with another vehicle purchase.

• Initial Complaint

  Date:03/19/2024

  Type:Order 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 have purchased a vehicle from Lexus Santa Monica on 03/16/2024 with an option contract (I had obtained pre-approval with my credit union). My credit union is to issue a check to the Lexus dealership by 3/21/2024 upon receipt of LAW 553-CA-ARB-e 3/23. I wanted to remove the optional warranty purchased and in the contract it states the changes are able to be made upon request in writing. The dealership is refusing to make changes to the contract because the system does not allow edits. The employee in the *************************** ******************* states that whats in the contract does not matter its what he says. The dealership is refusing to owner a legal binding contract that has a urgent deadline.

  Business Response

  Date: 10/30/2024

  Hello sorry for the confusion that line in the contract is only stating that any change can not be verbal it must be in writing from both parties.  It is not making a statement if a specific line item can be changed or not changed.

• Initial Complaint

  Date:01/24/2024

  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.

  Lease brand new NX Lexus ****. - Santa Monica - July 4, 2023 shortly thereafter started have software issues, screen popping out code while driving. Then in November, suddenly my audtio text messaging through Siri stopped working. almost one month in shop, their final address, we can t fix, maybe apple. However, my phone works in every car. Yet, no ones phone works in my car. Obviously is software issue on Lexuse side. Not only they are refusing to take care of my car, but not that I have issues, they are like you want to pursue ***** case so we cannot do any work on your case. First, i have just made a claim with Lexus. Lexus sent me a form. Second, I am still a Lexus Owner, with new issues, Yet, they are refusing services. I have not hired a lawyer yet. Unless I can resolve this in civilized manner, and after all the only way, to get service per my warranty, I will resort to Legal. Yet, all i want is the car to repaired, if ***** be repaired, replaced. Manager at Santa Monica - Lexus - ***, ruddest and most arrogant, has told all his employees, Do not do work for me. How can this be. Is not even professional. Can you help me please. I can be reached at ************. or ********************* thanks

  Business Response

  Date: 02/01/2024

  The Lexus field technical representative determined the issue to be with ************************** phone and it's current software.  They instructed the guest to wait for an IOS update or contact apple for assistance.  Guest has also been in contact with the sales team to possibly turn in vehicle for a different one.

  Customer Answer

  Date: 02/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/24/2023 purchased a 2020 ***** Civic sale price of $23000 including $2000 down payment to Lexus Santa Monica. The salesman who sold the vehicle said the car was in good condition and runs great. When asked if I can drive the car on the freeway I was declined. He said I was not allowed to, but later found out I had the right. Due to my language barrier the salesman took advantage of me. I was rushed and pushed into signing the contract. I asked for translator but they had none. After purchase I took the car to my own mechanic shop for checkup and was told the car had issues, like broken engine mount. The driver side of the vehicle has very loud sound/noises. When I tried to take the car back to the dealership same day they refused to take it back saying I had already signed the contract and declined the cancellation agreement. Again due to my language barrier I was lied into singing something I had no idea. I feel like I was lied and rushed into everything. Now I have a broken car that I cant get out of.

  Business Response

  Date: 01/22/2024

  This is Genesis ****************** Monica, not Lexus ****************** Monica, the General Manager of Lexus ****************** Monica is ******************* **********************

  Business Response

  Date: 10/30/2024

  So sorry for the issue. There is no cooling off period in ********** unless you purchase the cancelation option.  We're happy to buy your current vehicle and help you into a new one just call the dealership ************

• Initial Complaint

  Date:12/13/2023

  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.

  My husband ***************************** and myself leased two vehicles from Lexus Santa Monica on September 20, 2023. The dealership changed the agreed-upon price. The dealership refused to provide printed copies of the executed documents upon request. The dealership provided a USB drive that did not have the executed contracts on it. The next day the dealership sent two incomplete copies of the contracts (attached). The dealership did not provide transfer of title to the *** any in the time frame required by the ***. The dealership did not pay off the trade-in vehicles.

• Initial Complaint

  Date:10/16/2023

  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.

  On 8/25/23, Santa Monica Lexus sold ** 2020 Lexus. The Certificate of Title for our Lexus was to be sent to us by mail.On 9/29/23, we received the attached notification that, per our instructions, the Certificate of Title was sent to a third party.We never authorized our Certificate of Title to be sent to a third party.I called Santa Monica Lexus on several occasions to find out about our Certificate of Title, whom it was sent to, and other facts surrounding this issue. No one would return my call. In one call I was told that ****** was responsible for this transaction and that I should speak with her. I tried to reach her twice, but she would not return my call.Im filing a complaint with the BBB to compel Santa Monica Lexus to resolve any problems pertaining to our Certificate of Title and to compel them to send our Certificate of Title to us at this time.Im uploading a hard copy of this complaint, the notice to us that title was sent to a third party, and our receipt for purchase of the Lexus.Thank you.******* and *********************** ************

  Business Response

  Date: 10/16/2023

  Our business office reached out to Lexus Financial in regards to this matter.  They informed us that the guest will receive the title within 30 days.  Our team also reached out to the guest this morning to keep them informed.

• Initial Complaint

  Date:06/08/2023

  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.

  My father brought his car in for a light indicator on his Lexus. He has serviced his lexus with no issues until the service department took advantage. I have left 1 email and 2 voice mails to resolve this with ************************* General Manager and no reply. He was told to sign the paper work and have a seat while they look at his car. He is 82 and this is elderly abuse as the person told him they will take a look at the car however they were busy, he didnt authorize any work. After the extended wait because it was the day after a holiday , they came out and said there was no parts or work that needed to be done just turned gas cap. This took service no longer than **** min to put a code reader , turn the gas cap, and done. I advised him to call local police as they would not release car without paying $250. I will be filing a state complaint shortly if his credit card is not credited back and issue resolved. He is also having eye issues and signed documents under trusting your dealership thinking if work was needed as he was told they would advise first before proceeding. To charge him $250 to tighten his gas cap and no parts replaced , anyone could have heled. I hope we can resolve this issue before any additional complaints, as quickly as possibly. He was so upset about this as he needed medical work and had to put this off at the time because you price gauged him and took advantage of him not understanding as well as his age. I am demanding a refund back to his credit card.

  Business Response

  Date: 06/08/2023

  We contacted and spoke to the father and son.  We explained that the work performed was much more involved than just tightening a fuel cap.  The diagnosis process included performing a health check, visual inspection, an evaporative emissions check and road test.  In the interest of guest satisfaction we offered a service credit in the amount of ****** to be used at the next visit.