ComplaintsforLexus of Wilmington

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  02/28/2024

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

  Customer response

  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

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  07/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  05/10/2023

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

  Thank you,

   

  Customer response

  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

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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    

• Initial Complaint

  11/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 18, 2021 I traded in a 2015 Nissan Altima for a 2018 Chevy Impala at Lexus of Wilmington Delaware. Lexus of Wilmington failed to give me back PA license plate KDP 1835 from the 2015 Nissan Altima registered in my name. When I inquired about the missing license plate I got the run around and was eventually told that the KDP 1835 was missing. At this same time I also inquired about the new PA license plate for the Chevy Impala. I was told that it would be mailed to me. Well now the temporary DE tag Lexus of Wilmington gave me is about to expire and I have yet to receive either plate.

  Business response

  11/02/2021

  Please note, we are waiting for the title from Delaware DMV on the vehicle that the customer purchased. The previous owner is retaining the tag so the title is needed.  The tag number and title number are one in the same in the state of Delaware.  Once they have completed this transaction we will be able to complete Anitrea Randolph's work. 

  Our title clerk will email the customer explaining the process and will overnight a new temp tag if needed on 11/15/21.(Temp Tag Expires on 11/18/21)

  Thank you 

  CRM 

   

   

  Customer response

  11/04/2021

  ;">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.
  
  On 11/01/2021 I filed a complaint against Koons Lexus of Wilmington Delaware because I didn't receive my previous auto tag that I paid for on 9/09/2021 in the state of Pennsylvania for a 2015 Nissan Altima that was registered in my name. I traded in the 2015 Nissan Altima for a 2018 Chevy Impala at Koons Lexus of Wilmington on 9/18/2021. As of yet I have not received either tag from Koons Lexus of Wilmington. Koons staff has not returned my phone calls about this matter. The temporary Delaware tag is set to expire in 3 days on 11/18/2021. I would like a full refund of my dealers fees, title and tag fees. I would also like a refund for the 2015 Nissan Altima auto tag. Koons Lexus of Wilmington also said they would send a tag overnight that I have not received. What am I supposed to do with an expired out of state tag?
  
  
  Regards,

  Complaint ID: 16081370

   

   

   

  Business response

  11/16/2021

  Please note we are still waiting on the title from Delaware DMV.  As of this date, the previous owner's work has not be processed. 
  Our title clerk spoke with ******* ******* yesterday, explaining the process.  A second temp tag was sent out FedEx tracking **************

  Thank you,

   

• Initial Complaint

  08/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/15/21 I purchased a 2021 Lexus NX. I drove the car for a week & realized I had to fill it twice, which is a lot. I called the dealership on 7/20/21 & told them it's something wrong with the car. On 7/21/21 they took it in for service, test drove it & said the car is fine. I informed them I'm getting 14-16 miles per gallon (mpg) but the sticker shows I should be getting 22 city & 28 hwy with an average of 24 mpg. Service dept along with ***, service mgr states I need to drive until 15k miles so the car can adjust? This is not my first new car & l have never heard of driving 15k miles first. Something is wrong anytime we have to fill up 2 times weekly. I was told by sales person 1% of their cars have that issue. I would like for Koons to buy back the car or allow me to trade for something that function properly. I have been fighting this issue with them since day one.

  Business response

  01/18/2022

  Guest states fuel mileage is lower than expected and our records reflect vehicle operating as intended.  The invoice our guest can reference is W37531.

  Thank you,

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

   

   

*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. ↩