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:02/05/2025

  Type:Product 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.

  Purchased car from this dealership Saturday evening 11/30/2024 During finance meeting, added ECP protection for $1000 (contract-101239089), which was to be financed. Worked with salesman to have agreed upon scratches fixed, and then the plan was to add the ceramic coating (ECP) applied both internally and externally. After a few weeks of trying to schedule things fell through, I just decided to cancel the ECP warranty, and no coating applied. I called the company the warranty was through (ECP Inc), and they told me since the coating was never applied, that I could get a full refund from the dealership. When I asked for the refund they told me they couldn't give me a refund, but they can have the $1000 applied to something else. I just wanted to file a complaint to have them refund the money back to the finance company, against the principle loan amount.

  Business Response

  Date: 02/06/2025

  I will review, if this is true about the product not being applied we will send the refund to the Financial institution.

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Hello,Since Lexus of Wilmington has not submitted the refund of $1,000 to the financial institution that holds the loan, I will continue to reject their response.I have all correspondence with this company to rebutt my claim for this refund.  Regards, Complaint ID: 22905246    

• Initial Complaint

  Date:02/27/2024

  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.

  Purchased a 2023 "slightly used" Lexus Hybrid on 8/1/23.. It took 6 months to get my license plates. Now, I'm trying to get my TITLE to the car . Toyoto credit says they never got it from Koons. Koons ignores all my calls and attempts to contact them via social media. All I want is the title to the car I paid for!

  Business Response

  Date: 02/28/2024

  We spoke to the customer today, she is okay and knows we are working diligently to get her title.

  Customer Answer

  Date: 03/05/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 21356817

   

   

   

• Initial Complaint

  Date:02/16/2024

  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 purchased a pre-owned 2019 Lexus NX from Koons Lexus of Wilmington on July 5, 2023 and still do not have the title to my vehicle. I paid out right for the vehicle and have had to request five new temporary tags from the dealership, and they still have not told me when they are going to send me the title. At this point, I believe I have been deceived, and they do not have the title to the vehicle at all, so I am seeking recourse.

  Business Response

  Date: 02/22/2024

   

  We had a phone meeting yesterday 2/21/24 with our title clerk, myself, ******* ******* and her mother. We explained the situation about the title when we traded the vehicle in that ******* ******* bought. This is not what we want any of our customers to go through. I believe she has a better understanding, and knows that we are doing everything in our power to have her title to her ASAP. 

  We have apologized to Mrs. ******* multiple times as we completely understand her frustration. 

  Thank you

• Initial Complaint

  Date:07/15/2023

  Type:Billing 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 live in PA and purchased a 2023 Lexus from Koons dealership in DE on January 27, 2023. I received my temporary tags but have yet to receive the Pa registration for car . I have gone to the dealer several times to inquire about my PA registration and they keep giving me a new date. The last date that I received from them was for May 2023. This is now July 2023 and I STILL haven’t received my registration from Koons Lexus in Delaware. This is my Vehicle info ***************** ***UZEE

  Business Response

  Date: 07/17/2023

  Please see the attached copy of Pennsylvania Vehicle Registration that was sent to

  Spoke to ****** and he is coming to pickup a copy of the registration. 

  Thank you!

   

  Customer Answer

  Date: 08/15/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  

  This is the second time I have had to contact the BBB organization regarding the purchased of my Lexus 500 2023 from this dealer Koons Lexus of Wilmington Delaware. I purchased my car on January 27,2023. VIN # 2T**************1. I was suppose to receive two FOBS with my car and only received one FOB. I was suppose to receive an Electronic key card as well and that NEVER came. I have been calling and stopping by Koons Lexus of Wilmington Delaware going on EIGHT MONTHS. I keep getting the same run around, claiming they are having a problem “CUTTING THE KEY” This is the answer I keep receiving whether asking about my Electronic key car or my second FOB. I’m at my wits end with this company.

  
  

  Desired Resolution:

  Contact by the business

  
  
  
  Regards,

  Complaint ID: 20325623

   

   

   

  Business Response

  Date: 08/17/2023

   

   "The supply of Smart Keys available for Lexus vehicle has been temporarily limited to one on select models since November 2022 due to global semiconductor shortages impacting certain microchips.  Affected vehicle have been delivered with only one Smart Key and a second mechanical key."

  Dealer Notification: The attached dealer letter will be sent to all Lexus dealers on June 15, 2023.

  See attached copy of letter.

• Initial Complaint

  Date:05/03/2023

  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 want to file a complaint against KOONS Lexus dealer in Wilmington DE. We purchased a Lexus certified pre-owned 2019 Lexus ES at this dealer in Aug 2021. We have been doing routine maintenance every 6 months at this dealer. All checked items were fine in the first two check up. However during the 3rd maintenance in Dec 2022 we were told that there are issues on both rear tires, brakes and alignment that require immediate repairs. When we prepared to send the car for service, we noticed that a MISMATCHED tire was installed at the right rear position, which has different size, width and load from the other three tires. We contacted KOONS for explanation. The service manager refuses to take responsibility and denies that a MISMATCHED TIRE can cause damage to the car. This is a business fraudulent and irresponsible behavior. It’s common sense that a mismatched tire can cause multiple damages to the car including excessive wear off tires, brakes and alignment issues, which is exactly what happened to this car. We want KOONS to take responsibility for these damages and finish repair on KOONS cost.

  Business Response

  Date: 05/10/2023

  Koons Lexus has agreed to replace two rear tires and an alignment.

  Thank you,

   

  Customer Answer

  Date: 05/15/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 20016575
  

   

   

   

• Initial Complaint

  Date:11/29/2022

  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.

  On Wednesday, October 26th, I drove my car to Koons Lexus and explained to both the receptionist and Mr. *** ******, the service department representative, that my keys were recently taken. I requested that my car keys be completely reprogrammed so that the thieves would not have access and be able to come back to actually take the car. Mr. ****** assured me multiple times that he would take care of it and that all other keys would be rendered useless. Two days later, on Friday, October 28th, 2022, I walked outside to discover that my car was stolen. After reporting this information to the police, I reached back out to Koons Lexus. Mr. *** ********, who is the service department manager, admitted that Mr. ****** did not complete the job properly. Mr. ******** shared that Mr. ****** failed to give specific information to the mechanics and, as a result, my car key was not reprogrammed, but, simply, replaced. As a result of this negligence, my car was still accessible to whoever had the former key. Due to this, thieves did, in fact, have access to my car which resulted in my car being stolen. Koons Lexus is clearly culpable. By not doing what was asked of them, despite my sharing the context of the request multiple times and making it clear both when requesting the service and following service completion that the car needed complete reprogramming, their negligent behavior resulted in the most dire of outcomes.

  Business Response

  Date: 11/29/2022

  Lexus did reimburse Mrs. ******* for the cost of the service to update the keys in the amount of $435.23.

  In the event of a mishap the insurance company ensuring the vehicle should be able to help Mrs. ******* along with gap insurance. 

   

  Sincerely,

   

  Customer Answer

  Date: 12/01/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.Simply refunding the amount of the service cost does not fix the issue.  The company not providing the service resulted in my CAR BEING STOLEN.  As a result of their negligence, I do not have a car.  These concerns are outlined in the report provided but in short, the company failed to completely reprogram the key (which was the request).  As a result, anyone with the key still had access to my vehicle.  Due to the access that was made available by the company's negligence, my car was stolen.  All of this information was provided to Lexus prior to the service being provided.  Them not doing what was asked resulted in the direct outcome of what was seeking to be prevented, theft.  Simply refunding the amount does not at all address the issue of what was caused by their negligence. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Regards, Complaint ID: 18471799