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:12/02/2024

  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.

  October 11, 2024. My service agent was ***** ******. He did not want to work on the car or even submit it to be looked at for the *** being offered by Lexus because he strongly felt that the previous work done by ****** of Anaheim was to blame. I had to talk him into inspecting the car because on the *** is has the parts that ****** had replaced were the same parts that were being covered under their ***. A couple days later we hear back from *****. The car qualified. They will be replacing the high-pressure fuel pump and accompanying parts. We pick up the car on October 18th. We drive away and not even 5 minutes into our drive home, the car smells like gasoline, the issue is not fixed. We were confused by this, mainly because they said on their paperwork that they drove the car and checked for a fuel smell, and there was none. Couldnt imagine how long they drove it for, since it only took us 5 minutes. We drove it home and that night the car began to leak gasoline from the engine. We took the car back to Lexus on October 24th. After a couple of days, ***** calls us back, they dont know where the smell/ leak is coming from. He is still insisting that ****** is to blame and suggests that I be the middle man and call them to find out if they worked on the high-pressure fuel injectors and unscrewed the manifold. I am confused by this because on the *** it lists various parts of the high-pressure fuel pump and the injector insulators and manifold are on that list. He tells me that they did not even touch anything down there. Even more confused, I ask him, your paperwork says that you replaced everything that the *** required to be replaced. He then proceeds to tell us that they did not replace those parts, they only replaced what was needed. The Lexus dealership service paperwork notes on top, in all red ALL PARTS ARE NEW UNLESS SPECIFIED OTHERWISE. In the end they charged us for parts that were covered in the ***. Like I knew they would.

• Initial Complaint

  Date:05/08/2024

  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.

  May 3rd, 2024- Unauthorized transaction debited from my checking account ($150.00) by ********************** car dealership. Per dealership service advisor (*************************) stated over the phone wrong customer was charged for a loaner vehicle from March-May. I am questioning the validity of the statement as my debit card was stored without my permission since early February for a loaner I had for 3 days. Vehicle was returned in prestige condition and gas tank filled. The two occurrences were 3 months apart. The customer who returned their vehicle loaner to dealership which per ***** was dirty and had no gas in it. That customers credit card should have been attached to the name and paperwork and vehicle loaner, not mine. My card was charged "accidentally" without my authorization, signing or email and they took money from me and my family potentially having to file fraud. I was told the debit card was held only temporarily just in case the vehicle is returned without gas. In early Feb I returned the car perfectly as it was and was told my debit card would be taken out the system. Unfortunately, that wasn't the case. The dealership has stolen $150.00 from my account 3 months later and admitting their mistake and the funds to be returned but have NOT yet. And I believe they might be doing this to other customers as well. A thorough investigation should be taken place so no other customer has to go through this. I am asking for my money back. The screenshot is of my bank details, the phone number listed on the Chase details was of a regular man stating I have the wrong number it doesn't belong to a business I find this to be suspicious. Which is also why I believe this is a scam and am questioning the validity of the dealership and the transactions they do.

• Initial Complaint

  Date:11/07/2023

  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 purchased a vehicle from them and was deceived. The salesman said that I needed to put down a certain *** to get the car. I bring that amount and pitches the vehicle only to see that the money I put down was spent on a platinum warranty through them that I never needed, I work at dealership. I make this discovery while paying off the vehicle and ask for a refund the car has not been driven even ****** miles. ***** ppl are very sneaky and deceptive.

• Initial Complaint

  Date:08/16/2023

  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.

  A couple weeks ago I purchased a car here Upon arrival at home I noticed the air conditioner was not working properly.. the next day I returned the vehicle to the dealership for service, and they couldnt find the issue after me waiting there all day. The service guy informed me to take it to a ***** dealership where they would fix the issue properly. And the dealership would pay for it.. so I took it to a ***** dealership and were expecting them to honor their word.Here it is a week later and they still havent submitted the payment. I was told that they were going to send a check overnight to the dealership. Its been a week!!! Im still car less and nobody there returns calls or can even be honest about the situation

• Initial Complaint

  Date:01/30/2023

  Type:Customer Service 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 bought a used 2020 Chevrolet Tahoe with 60k miles. They promised bunch of lies the day of the purchase like fixing the bumper, small noise from the engine etc. I left the car at the service department on the weekend so they can fix the stuff they promised.*********************** called me on Wednesday, stating that my car is ready to go. I asked him that fast, can he make sure everything they promised is actually done since I would drive there 1.5 hour, he said he would check and let me know. Never returned. On Friday, I gave them a call to talk with my service adviser *****, never picked up the phone. Got a hold to somebody else in the service and asked them to ask ***** if the Tahoe is done. They asked him, he said yes. Before I drove 1.5 hours to this dealership, wanted to confirm one last time. This time he answered, told me the car is ready waiting for me. I drove there, asked my car. ***** gave me a service paper and said the car ready to go. I went to check the work they did. Guess what, they didn't even touch the car yet. When I asked them why would they confirmed the car is ready when they didn't so single thing on it, they all looked each other. In the end, I picked up the car after waiting all day for them to repair half of the promises they did when they were selling the car.Another was the car warranty. I purchased their extended car warranty. They were saying the warranty is excepted any dealer especially at Chevrolet. I took the car to Chevrolet because the *** light started to came up and brake system was acting funny. None of the Chevrolet dealers in Orange County are excepting the warranty. All of them said I would have to take it to the dealer I purchased the warranty from. Till this day, I am trying to get a hold the finance department of this dealership. Left them messages, called them a few times. They said their finance manager is on the lunch or not in and they would call me later. Never received a call nor text.

• Initial Complaint

  Date:10/27/2022

  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.

  We brought 2021 Lexus RX350L in for all of it service to keys Lexus Valencia 5,000 / 10,000 / 15,000 at 16,000 miles we start hearing noise in back so we brought in .. they informed us that the back bearing where bad needed to be replaced . They told us the warranty is void !! Can you imagine that you pay 65,000 for a new vehicle and paid extra 4,500for extended warranty and one clown at keys Lexus Valencia service consultant says he voided the warranty... tried to reach out to the service manager************ several times , seems he to busy to talk to a customer. Also tried the GM *********** he also seems too busy to talk to customers .. It was repaired under warranty form another dealer .. but my experience with key Lexus Valencia is that that are con artists !!!

• Initial Complaint

  Date:10/05/2022

  Type:Product 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.

  2020 GMC Sierra Denali, Check Engine light has came on twice, since I purchased the vehicle on 4/30/2022 truck makes a funny noise, light comes on and off, side boards go in and out while driving. I believe I have been sold a lemon

• Initial Complaint

  Date:09/07/2022

  Type:Billing 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.

  Went to the dealer today because I I previously sold 2 cars that I purchased in this dealer I have some extended warranty that I need to cancel on both veh went in there *** came out I asked him that I needed to speak with a finance manager he said******* was available. But she was working on one deal . And that I had to wait a couple of mins . I waited for 20mins he later came out and said she declined to see me because she had two more deals and new car deals come first . I spend over thousand of dollars here and I got declined to be helped because I wasn't a new deal. This is so disrespectful I live 40mins away to just be told to come back another day is is very rude . My paper work was going to be quick . Not sure why she was being rude and disrespectful