ComplaintsforKeyes Lexus of Valencia

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  01/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  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

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  10/05/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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

  09/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  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

• Initial Complaint

  03/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went in on XXXXXX to purchase a car. The car we tried financing for was for a 2016 black Scion IM,I gave a down payment of *************** I was told that we would find out in the following days if I had been approved and that they may need additional info.When I left the dealership I was told that anything missing would be sent to me.I noticed when I was reviewing the documents given to me that I was missing the registration and bill of sale.On March 7th I had reached out to the sales rep. that helped me and let him know I needed a copy of the registration. My email was never responded to.When I called the dealership to get another copy I was told that I still hadn't been approved and needed to submit my paystubs.At this point it was already March 22 2022 - I was under the impression that they have not financed me for this car within the 10 days that California law allows. I had sent emails to **** the finance director and never got any type of response from him. Every time that I called into the dealership to speak with **** I was told that he was not available but that he would get back to me. On March 29th I began to have issues with the car , it would no longer drive and there were issues with the clutch. I called the dealership and let them know what is going on with the car and that I wasn't sure what is supposed to happen because I haven't been approved for the car , .I told them that the car was not drivable - I asked if they could retrieve the the car and I was told by the representative that even though I had gotten the car from them since it wasnt a Lexus they could not send a tow truck to pick up the car and that I had to figure it out for myself.I ended up having to 300for the tow. When I arrived to the dealership we went over details 1st the said onXXXXXX my loan wasnt approved, then said it was approved on XXXXXX. Later they said it was approved the same day we took the car which was XXXXXX. They had shown me print out but didnt let me keep them

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/04/12) */ This customer was approved on the day he took the car, and was provided with all his documents as well as the required registration put on the vehicle. The bank did ask for additional documents that he was made aware of would be needed to fund the deal. The customer did not reply to several requests for proof of income saying something happened to his phone, this was all the bank was waiting for to FUND the deal, it was approved all ready. The customer is confused about approvals, booking and funding of a deal, as well as other banks that are required to send a turn down letter if the customer was submitted to another bank. The customer did speak to **** via phone after he left the dealership, which his letter says he didn't. The car was working and drivable when he left, and worked for over three weeks until something happened to the clutch. We did tell the guest that if he brought it in, we would under no obligation repair the clutch (a wear and tear part). We do not pay to tow anyone's car to the dealership for repairs. We did fix the clutch at no cost to the customer, and the car is working fine again.

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