ComplaintsforHoffman Lexus

• Initial Complaint

  07/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hoffmans collected $1181.75 from me for the registration of my ** car. The actual cost was $940.20. I had to ask multiple times for a refund and when I received the check it was for $19.90. They do not respond to my complaints. It was by far the absolute worse transaction i have ever been a part of. I sent a message asking for an explanation and letting them know I was finally fed up with their lack of professionalism and got NO RESPONSE. I suspect if the file for my purchase was reviewed, you would find some pretty questionable business practices. I want to know why they even had to collect my ** registration when I've always done it myself. It just gave them this opportunity to steal money from me. My lender even had to call the manager to get the title. Absolutely not professional.

  Business response

  08/23/2023

  Our accounting team sent an additional check to *** of $45.6 that was refunded to us by the out of state registration company on 7/15/23 and was sent out from us on 7/21/23.

  Customer response

  08/25/2023

  
  Complaint: ********
  
  I am rejecting this response because: the amount refunded is still a long ways from what was collected and what the state actually charged for my registration. 
  
  Sincerely,
  
  ******* ********

  Business response

  09/05/2023

  We apologize for any miscommunication. It appears the fees were not communicated correctly. Attached is a breakdown of charges and refunds with the back up. No additional refund is owed.

  Customer response

  09/13/2023

  There has still never been an explanation as to why they collected over $240 more from me than what my registration actually cost. They have never sent me my second key for my car. I will continue to warn people from using this company.  No explanations whatsoever only an apology for bad communication.  If they would have communicated properly,  I would have never purchased from them the absolute reason car dealers and salesmen are often looked upon as sleazy.

  Business response

  09/22/2023

  In our last communication we provided a breakdown of the expenses to explain the cost of each item. I included them again and am happy to assist in any additional way. 

• Initial Complaint

  06/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to complain about poor customer service relations after purchasing a ******** **** on or about May 4, 2023. The vehicle was obtained on May 24, 2023, and a *********** in-transit plate was issued, that expired on Saturday, June 24, 2023. I never received my *** **** registration. During the interim, I and my husband had called numerous times repeatedly from June 10, 2023, up until June 24, 2023, to inquire about the status of the registration. A service that was paid to Hoffman Lexus in order for myself not to have to go to *** **** State Department of Motor Vehicle to title and register my vehicle. These calls were not courteously returned, nor answered via text message, call, or e-mail. On June 24, 2023, my husband was able to speak to a person (for the first time in two weeks), an operator directed our call to a manager, who was informed that numerous messages were left in the past and that another message sent would be futile. Prior to speaking with Walter, I left a detailed message on the voicemail of the manager at Hoffman Lexus of East Hartford on June 22, 2023. He too, never responded to my call. The manager, Walter P******* the second person who actually spoke to us, was helpful in the beginning of our conversation, but became apparently upset towards the end of the call, actually stating that he has customers to attend to and hung up the phone. Not noting that I too am a customer to be attended to and my problem was not resolved.

  Business response

  06/29/2023

  Our team has reached out to the customer and sent a dealer plate through ****** on Monday, June 26th.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle in August and I still haven't received the title. I called them multiple times and was told every time to wait another week. Now its already been 4 months. I' m paying for insurance and parking lot and for the bank. I lost money and time, I did got to the dealership in person several times. Without registration I can't work.

  Business response

  12/19/2022

  Our team has communicated with the customer and they were at our location today. We have their title for them and their paperwork is at the ** **** The customer needs to provide us with the correct insurance card which and then we will be able to get to the next step of the process. 

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a warranty for Hoffman Lexus. I purchased a 2020***** had the car for a year and sold the car in October. I have tried to get a refund from the remainder of my warranty. I have contacted Al numerous times. I did receive a call from him, and he left a message explaining that I needed to email him with all the documents. I emailed him on November 15 with more than what was needed. However, since then I have left messages called again and left another message for someone named Mike. No return calls from anyone. Unfortunately, because Lexus did not sell the warranties the dealership sold an aftermarket warranty to me there is nothing, they can do to help me . All I want is what is owed to me. I wouldn't purchase a car from there ever again. I guess if you're not there to purchase a vehicle they want nothing to do with you

  Business response

  12/02/2022

  Our Hoffman Lexus Business Manager, Al left a message for the customer on November 14th and explained exactly what was needed to help with the cancellation. She sent it all in that day and I forward it to our accounting office to process. Typically a cancellation takes 6-8 weeks when a bank loan is taken. In this case, she proved that the loan is paid off, which reduces the time to 3-4 weeks. Our team has expedited the issue for her and she should expect to receive the refund within 2 weeks.

  Customer response

  12/05/2022

  
  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

  12/17/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  What Hoffman did to me was absolutely disgusting! I bought a 2018 **** ** from Hoffman **** literally last year certified pre owned, had roughly 40k miles on it. A Year later out of the blue a check engine light comes on.. I make an appt with the dealer at this point I have about 59k miles but they are so backed up they can't get me in for a month. Well by the time I get my appt the car is showing symptoms of issues like rough idling and stalling, so they tell me the engine needs to be replaced due to a camshaft failure and I am over my warranty by 1k miles which WOULD NOT HAVE HAPPENED IF MY APPT WASNT SO FAR OUT! So now they won't cover my engine which is going to be 11k to replace. I Cannot afford that and they are doing absolutely nothing to help me. When I ask them what to do they tell me to get a code reader and turn off the check engine light and sell the car to someone!! Can you believe that??? Driven by trust huh? How do I know they didn't do that to me a year ago when I bought the car? Does that sound like a company you can trust? I have spent easily, EASILY over 200k with the Hoffman dealerships. I bought a 100k **** ***** ******** ********* years ago, my brother has purchased countless ******* from them and my sister has been a faithful ******* customer for years now. Now in the middle of a pandemic when I am going through a tough financial situation this is how they repay me for my loyalty.

  Business response

  01/03/2022

  When the customer reached out to the Hoffman **** called his brand specialist, Alfonso, he mentioned that he was having his vehicle serviced with **** ******* and they told him he needed 11K in work for a camshaft and being out of tune. Mr. ********* mentioned that his warranty was up and asked Hoffman if we could cover the cost. Alfonso advised him to call **** *** and to have the vehicle towed to our facility so our technicians could take a look. Mr. ********* said he couldn’t afford to put any money into the vehicle and just requested that we pay for the fix for free. Alfonso also offered to have him trade in his vehicle to lease a new car which Mr. ********* also said no. We presented the options we have available and would be happy to assist in any way we can. 

  Customer response

  01/03/2022

  Alfonso told me to shut the check engine light and sell the car to someone which is disgusting. My warranty was only 1k over the limit and what they wanted to give me for the car was an insult  ****** gave me almost 10k more. As I said I’ve spent hundreds of thousands with them and when I purchased the extended warranty they told me it started the day I bought the car which would have meant I had plenty left  when I came time to use the warranty they told me it ran concurrently with the factory  they are liars and I will never buy from them again.

  
  Complaint: *******

  
  I am rejecting this response because:
  
  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. ↩