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:04/02/2025

  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 recently purchased a 2020 **** Edge from Southbay Lexus, and Im seeking legal assistance because of several issues.On my way home, I noticed a chip in the windshield and promptly emailed ***** Naoki Tashita to report the problem. However, they refused to replace the windshield, which is disappointing.Another issue is that the salesman mistakenly informed me that the loan term would be 60 months, which is equivalent to five years. I signed all the paperwork without realizing that I would end up with a six-year loan. Upon reviewing the paperwork, I confirmed that the loan term is indeed six years.I am deeply disappointed and frustrated by these deceptions. I am seeking your legal assistance to resolve this matter and ensure that I am not obligated to a six-year loan that I did not consent to. I trust that you will help me navigate this situation and protect my interests.

  Business Response

  Date: 04/02/2025

  Subject: Windshield Replacement for 2020 **** Edge

  
  Dear **** ****,

  We will be replacing the windshield on the 2020 **** Edge. Please reach out to ***** ********, Pre-Owned Director, for further details.
  You can contact him at:
  Office: **********************
  Email: *******************************************************

   

   

   

• Initial Complaint

  Date:05/24/2024

  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 had purchased a vehicle from this dealer January 31, 2024. The experience has been unpleasant and unprofessional, I paid the vehicle in full with my card. We do the contract and I'm on my way. I called them SEVERAL times that they hadn't taken the money out of my bank account, they tell me I don't owe them any money, I call again speak to a man from finance he tells me "if you owed us money trust me we'd tell you". Therefore as the months go I receive my pink slip all the documents, I have the contract that says I paid in full. I did my part and let them know but it is not my job to call them everyday trying to convince them about an issue, they don't me I don't owe them any money and I believed them. FOUR MONTHS LATER they call me to tell me I owe them the money there was a mistake on there end and I had to pay, I paid 95% off it which was everything I had because I understand mistakes happen and now I receive a voicemail that because I didn't pay the remaining balance my debt will be taken to a creditor. I was distressed for four months because of this buisness negligence and now recieve threats and will be contacting legal representatives for my consumer rights on this case.

  Business Response

  Date: 05/28/2024

  It seems the amount in question is $300.  The card transaction did not go through, and the money was never received by the dealership.  In light of the time that has passed, we have made the decision to not pursue the remaining balance.  The money is still owed to us, but it will be written off the books.  The customers credit rating will not be affected for this $300 balance. 

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21738658
  
  I am rejecting this response because:

  I am consulting legal action against this buisness for four months of NEGLECT of my issue I HAD TO ADDRESS to them several times, during this time I was distressed and was not informed of any issue by the buisness itself. I don't appreciate the way any of the transactions were done and threats made to the remaining balance. I feel scammed and would like my money back for THE WHOLE PROBLEM, it was not my fault there system did not work and I did inform them of the issue and had to call my own bank several times to address the problem. They waited four months to believe me, which is unacceptable, they dismissed me several times.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/12/2024

  She feels scammed for not having to pay the full amount of what she purchased?  Not a problem.  She can consult legal counsel and do as she wishes.  We will not be refunding her for her purchase. Thank you.

   

• Initial Complaint

  Date:01/25/2024

  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 havent even made the 2nd payment for the vehicle that I JUST bought. A month into have the car I got a check engine light for emissions. The vehicle passed smog but a month into owning the car I get this and the shift lock own release. I bought the car that the trunk was also broken which is understandable given the vehicle has had rear end accident damage but I was sold a broken vehicle with the possibility of emission tampering. Id like for the dealer to buy this car back because I havent even owned it 90 days yet its giving me problems.

  Business Response

  Date: 01/29/2024

  This customer purchased a 2016 Kia ******* with over ******* miles.  The vehicle was sold AS-IS other than a 3 month or **** mile powertrain warranty.  We reached out to the customer once we saw his bad online review.  We requested he take the vehicle to a Kia ****** out of a goodwill effort to see what his concerns were and possibly address them.  Instead, he took the vehicle to an ******************* shop and is requesting over $**** from us or refund him for the vehicle purchase.  He is also accusing the ******ship with tampering with emissions.  The vehicle passed emissions testing prior to this sale. 

  As per the original contract, none of the items he is describing is covered under the 3 month/ ****mile powertrain warranty.  We will not be doing anything further for this customer at this point.  If he decides to become more cooperative, we may reconsider assisting. 

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21078308
  
  I am rejecting this response because:
  

  I reached out the dealer by 2-3 weeks after the purchase.  Alas the same thing, it went to ****** voicemail. Was told to take it to *** with no explanation and the issue was then dusted under the rug. I will agree that the dealer offered a warranty at 3 months or 1K miles, I purchased the car from ******************* and that alone is 500 miles of driving.
  
  Momentarily, the vehicles shift lock was disabled and the reason behind that was because a foreign object was enabling the vehicle to shift through the emergency shift lock. Now that the vehicle wasnt able to shift and the foreign object that is a piece of wood is out, the vehicle can only be shifted by enabling the emergency shift lift lock. Called ***** again to inform that the vehicle theyd sold me is failing at quick rate. 

  He informed me to take the vehicle to a smog station to see what was wrong. The same issue that we told him about 2 weeks after the purchase, the same check engine light codes. Smog centers will only inform that your car has failed smog. The check engine codes speak for itself hence the reason the invoice was given to him to let him know what it is. Also told ***** that I would like the vehicle to be repaired or they can buy the vehicle back. Upon that call,  he asked the name of my lender (which I provided was this an attempt to ask for my loan balance) then also instructed to have a shop (or ***) check the vehicle out which I did by providing him the invoice from *******. At the rapid rate of the vehicle problems, I question the integrity of this dealers inspections as they have many reviews of negligence on yelp and a few complaints of them selling vehicles that fail mechanically. Regardless of the vehicle passing smog prior to the sale, it should not be failing this fast. Even upon picking the vehicle up, the trunk release isnt opening which I think as result to an accident it was involved in (this, I can live with but not a mechanically failing car) 

   

  I have attached complaints from other customers regarding the negligence and sale of mechanically failed vehicles. Per the businesss response, I did as they requested but now they are refusing to take the liability and ownership of their inspections. With the numerous complaints, it seems that this is their normal protocol.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/04/2024

  Again, I want to reiterate some facts.

  Customer purchased a used vehicle with over 100k miles.  Customer was given a 3 month/1000 miles powertrain warranty only.  The car was sold AS-IS otherwise.  The customers complaints regarding the vehicle has nothing to do with the powertrain of the car.  The vehicles passed smog at our facility during inspection and reconditioning prior to sale.

  We've sent him a good will offer of $1500 on Thursday, February 29th in writing (via email).  Customer has not responded.  We will wait for a response until Thursday, March 7th at which point the good will offer will be rescinded.  Thank you.

   

• Initial Complaint

  Date:07/24/2022

  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.

  I am seeking a resolution to the purchase of a new Lexus UX 250h (VIN: *****************) on January 22, 2022 from the South Bay Lexus dealership. At the time of the purchase, I was told, and asked the manager, **. ****** ******* to put in writing (which was written/completed by the finance associate), that the "damage that occurred during transport has been repaired. Front bumper painted from scratch", see attached agreement. On that day, I was informed by the sales representative and manager that the damage was a minor scratch that had been painted over. On July 12, 2022 I noticed that the trunk of the hatchback was not opening at all. I made an appointment with Santa Monica Lexus on Thursday, July 14, 2022 to assess the issues with the hatchback. The representative at the Santa Monica service department concluded that the car had to be in an accident. Upon further inspection, he pointed out that the bumper of the car was different from the usual bumpers on the Lexus models and that the button to the hatchback door was different as well. He offered to run a diagnostic on the car, but said I'd have to pay for it. I declined, as I intended to take the matter up with the Dealership from whom I purchased the car. I made an appointment with South Bay Lexus dealership for Saturday July 23, 2022. In the interim, I began investigating the history of the car. I ran a CarFax report which showed no accidents on the car. On Friday July 15, 2022, I accessed my Lexus Driver website account, searched "service history" and discovered, that the car was in a major accident. Thus far, I am dissatisfied by Lexus's response and the delaying tactics they have employed to hinder a quick resolution to the problem. In my opinion, this is a simple case of fraud. To reiterate, the facts are, I purchased a brand new Lexus from South Bay Lexus and the dealership concealed the fact that the car was in an accident, instead passing it off as a minor scratch that was fixed.

  Business Response

  Date: 08/16/2022

  Consumer Response /* (2000, 9, 2022/08/16) */ This complaint has been resolved. South Bay Lexus was able to correct the problem and my requests has been fulfilled. Thank you