ComplaintsforLexus of Greenwood Village

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 2nd, I went to look for a new car. The sales person stated that he has a used car with 131 miles. He just saw this car upstairs and claimed that he didnt know the story. I test drove the car and we negotiated a price. I signed papers and was to pick up the car on Monday at 4pm. On Monday around 3:30pm I received a call that the car wouldnt be ready for pickup and the garage was backed up but what did my schedule look like for Tuesday. Tuesday afternoon came and I was told that this car couldnt be sold because of a software problem. I was told that I would be given the opportunity to purchase a new car at cost because of not being able to purchase the current car. Basically, I was sold a car that clearly couldnt be sold as both sales managers knew of this car and its history. In the end, I was not given the opportunity to purchase a car at invoice. I wasnt even given an invoice price just told it was about $2000 off MSRP. Also, checked with Lexus and the dealer sales person and manager should have done a ******************************************************* I found another used car but could agree on a price with the sales manager. There was no customer service at this ********************** dealership. The dealership also has safety issues. My partner tripped and fell in the garage as the step was not clearly marked and the garage light didnt come on automatically when entering the garage. I do not need anything from this dealership but felt the BBB should be informed.

  

  Business response

  03/15/2024

  Hello BBB,

  This was an unfortunate situation where the vehicle she was interested in went under a stop sale due to a recall issue that is not able to be addressed until parts become available sometime this coming fall. We are not able to sell the vehicles with this type of issue due to liability reasons. We made every attempt to try and satisfy her by offering her a new NX at invoice price which you can see in the attached document. We also offered her another Certified Pre-Owned NX, but it was more expensive, and she didn't want to pay the additional amount to buy that one. We do apologize for the issue and for the issue with her partner falling down in the parking garage.

  Sincerely,

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

  General Manager

  Lexus of Greenwood Village

  Customer response

  03/17/2024

   
  Complaint: 21434083
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am just sick to my stomach and disappointed with Kuni Lexus. We purposely bought our used car from a "reputable" dealership in fear of buying a bad car. However, we recently bought a used car in June, a 2011 Acura MDX, from Kuni Lexus who told us they did a 70 point inspection and two months later the car was burning oil and making weird sounds and after taking it to a mechanic we found out our cars engine was missing bolts and not even mounted to the car, it needs a new engine, and timing belt (although the car fax said it was recently replaced). We immediately contacted the dealership and told them everything that needed to be fixed, more than $5,000+ worth of repairs. The Sales person seemed concerned at first but then decided that there was nothing they could/would do to help us. They only would have helped us out if the car was used certified. We clearly bought a car that was looked at, issues were found and so the car was buttoned up and sold with many issues. Also, we told our Sales person that the car was for our 16 year old daughter and they sold us a car that our daughter was driving an unsafe car not having the engine mounted to the car. Ugh, and now we will be upside down in how much we owe on the car versus the cars value.

  

  Business response

  10/31/2023

  The vehicle purchased was sold to *********************** as an  AS-IS vehicle. She was also offered the opportunity to purchase an extended service contract which she didn't purchase.

  She then took the vehicle to an outside repair facility and incurred a repair bill for about $1600, she didn't bring it to us to take a look at her issues with the vehicle. Although we don't feel that

  we owe her anything, we will offer her $875 toward her outside repairs in the interest of customer goodwill. Our General Sales Manager, ******************************* has already been in contact with her.

  Customer response

  11/16/2023

  We have not received the reimbursement as of 11/16/23.

  

  Business response

  12/13/2023

  We have a check for her waiting for her to pick it up from our sales manager ******************************* per her request.

  Customer response

  12/13/2023

   
  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

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2020 Lexus GX460 from Kuni Lexus of Greenwood Village on 3/11/2023. When we purchased the vehicle, we agreed to the asking purchase amount with the exception that the vehicle comes with the "******** Package." This package includes a clear bra paint protection film that covers the front bumper, 1/4 of the hood and side fenders, side mirrors, and door handle, as well as all weather mats. When we took delivery of the vehicle, we were given the all weather mats however, after investigation, we only received a partial delivery of the mats, we were missing the 3rd row seating mats (PT908-60173-02). I called ************************* asking for the missing piece and he stated that he will get with the parts department and get back with me. I never received as little as a returning phone call. Also, within the first hour of driving the car, I noticed that the alignment was off, and a few days later I noticed that the "shark fin" was loose on the vehicle. Lexus called us to schedule the clear bra and window tint installation, at which point I brought up the "shark fin" and alignment issue. Long story short, I paid out of pocket for the alignment (said it was not covered under the CPO/Maint. package) and they stated that the "shark fin" damage was caused by us (shown poor quality images after being ignored for 2 hours.) In regards to the bra, I contacted ******* and he stated that they do not install the bra on bumper on Lexus vehicles because they are made of "Polycarbonate," and rocks bounce off it and he would again get back with me. FYI, The clear bra is for paint protection. After not receiving a return phone call, I attempted to call ******* and ***** several times, only to be ignored. So, I called the service department and spoke with a ***** who stated that they do in fact install the clear bra on the front bumper. Still, to this day, I have not received a return phone call from Kuni or received what was promised on the "we owe you document."

  

  Business response

  04/25/2023

  Our sales manager *********************** has been in contact with ****************, and we are attempting to make things right with him on the clear mask installation and offered to cover the front bumper at no charge.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The original transaction took place on 12/9/21. In conjunction with some other service, I purchased tires, based on Kuni's verbal promise (to be provided in writing) about their tire warranty. They misrepresented their tire warranty. After multiple attempts to resolve warranty issues, they failed to follow through. Via email, I tried to contact Kuni's manager, *************************, to apprise him of what his service department had done and not done. He blocked the email, indicating bad faith. I could not trust that they would follow through with any future attempt to communicate and revise or adhere to their warranty. I placed a dispute with my credit card company. I advised Kuni that I wanted to return the tires. *************************, service manager, said, in writing, that as soon as I returned the tires and reversed the dispute they would send a check to me for refund of the tires ($1028), labor ($89) and any taxes involved. I completed these requirements on 2/25/22 (almost a month ago). I am writing this on 3/22/22. I have not received the promised reimbursement, even though ****************** specified, in writing, that it took 24 hours to create a check. The Original Repair Order # ****** is and the final return order # is ******.

  

  Business response

  04/11/2022

  ************************* filed a credit card dispute in regards to her tire purchase and we did not dispute the chargeback with the credit card company. Our account was charged back $1102.53 for the transaction(see the attached form) That means that her credit card was credited back for the charges and we don't owe her any additional payment. She needs to verify that she was credited back properly with her credit card company.

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

  General Manager

  Kuni Lexus of Greenwood Village

  ************ Direct

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

  Customer response

  04/14/2022

  Amazing!  Now ************************* is adding to the lack of professionalism that is conducted at Kuni. He is sending you the initial credit card dispute but conveniently NOT copying you with the cancellation of that dispute that they have access to internally and I also forwarded to them under separate email. 
  
  You have the email from ************************* that offered me the option for a check including the tire cost, tax and labor to put the tires on the car.  I replied to him that I wanted that option.  He said he needed proof that I cancelled the credit card dispute and I copied him with that--many many weeks ago.  I have copied BBB with that as well.  If that does not show in your attachments from me, please advise and I will forward it to you. I also returned the tires to them and have the receipt for the return.
  
  Kuni needs to write that check and have it overnighted to me immediately.  In addition, they should have a complaint from me on file under their business name with BBB.  Lastly, a written apology is also in order.  They truly are an unethical business.
  
  Sincerely
  
  *************************
  

  

  Business response

  06/22/2022

  Hello *****,
   We agree to return the $1102.53 to you as we have recently been re-paid that amount. The part of the story you don’t mention below is that we were not holding these funds and
  refusing to reimburse you, we were debited back by the credit card company on the original payment which I sent you the copies of. We had no money until they paid us a second time.
  Now we have the funds. We also had to wait to make sure the credit card company didn’t charge us back a second time due to your disputes. You will receive a check via mail in the next few days.
  Sincerely,
  Bill 

  Customer response

  06/23/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  This business has lied to me so many times, I cannot simply accept that this letter is truthful.  When I receive the check for the final amount, a reimbursement I have been forced to wait for over a many month period of time, I will accept the response.  In the past,  have been told by this business that they can provide a check in a 24 hour period. Then it is only a matter of a few days until it should arrive in my mailbox.  But they failed to do so for months. Even the most recent check, sent for a small amount of money to reimburse labor, took almost 2 weeks to arrive. Their level of motivation to do what is right is not impressive. 
  
  Sincerely,
  
  ***** *******

*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. ↩