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:12/17/2024

  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 vehicle in April 2023. At this time the vehicle that I purchased was financed for $50,000 the Carfax that I was provided and seen online on their website showed one accident to the vehicle. I recently brought the vehicle back to their location to trade into another vehicle and at this time they told me that they can only offer me $11,000 because of the vehicles accidents that they would have to sell this vehicle auction. This is the same accident that were on the vehicle when I purchased the vehicle so how can they sell me a vehicle that needs to be sold at auction? As well I have brought this vehicle to Jeep for multiple issues and they told me that the frame is bent under the left side of the hood. Looking back on the Carfax that I can see now there was undercarriage body damage from one of the accidents, which legally is not safe to drive a vehicle that has a frame bent. I am not happy about this station on how they can sell me this vehicle that has frame damage, 3 accidents and the refuse to take it back?

  Business Response

  Date: 12/19/2024

  I called the guest and explained our appraisal process, and the diffrence in the preowned market today vs March of 2023.  I offered for her to bring the vehicle in so we could put another set of eyes on it.  I am waiting for her to come back in.

• Initial Complaint

  Date:12/06/2024

  Type:Sales and Advertising 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 am currently in the market to buy a new car, I communicated with Lexus of Clearwater on the specifics of the Lexus that I wanted to purchase, it is a new vehicle and was advised that it would be in around Mid January, if I was satisfied with the price I would need to put $1000 down as a deposit which would be refundable should I decide against the purchase. I was agreeable to this. My choice for the vehicle was very specific and the **** was a firm price with most dealerships as this is apparently a highly sought after vehicle. Lexus GX 550 Over trail. I was agreeing to the ****, however when I received the invoice information it included other options that I had no interest in. I was told those are mandatory options if I wanted the vehicle. This vehicle went from $73000 to $81000 with the mandatory options and the dealers extremely high dealer fees. I am a military retiree and Lexus offers a $1000 rebate, however with these business practices that rebate is completely negated due to the unscrupulous dealer practices of pushing options the customer doesnt want. For example; lifetime nitrogen for the tires $95, Dent protection for 3 yrs $699, Appearance protection for 3 years 699. Door edge/Cup guards $299. Lifetime ceramic tint 2 windows $349. Again, I was told by the sales *** these options are mandatory if you want the vehicle. This is an Auto Nation dealership I have been doing business with one of their **** dealerships for my other two vehicles. I will no longer do business with Auto Nation if this is how they treat their customers or in this case a potential customer.

  Business Response

  Date: 12/06/2024

  The associate that helped this guest was misinformed.  One of our managers reached out to the guest and apologized for the miscommunication.  He can absolutely secure/buy the vehicle without any additional options.

• Initial Complaint

  Date:09/04/2024

  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.

  On 9/2/2024 I called Dealer and put $500 down payment on 2004 Lexus RX 330 via *******************. The car keys were not available, and **** had to go to service to find the car I gave a $500 payment by credit card. A few HOURS later I got a call from ***** that was unanswered and again today, where he told me car was so ld to someone else who got there before me. This is nonsense and this is reinforced by the Manager *******, who told me the car was sold LAST NIGHT . I guess they can't get their stories straight. I assume another customer later came in and bought the car. I insist this car be sold to me or the dealership find an equivalent or better rx350 to sell me at the same cost, $10,998. This car was low mileage about 55k and AWD.

  Business Response

  Date: 09/05/2024

  We apologize this vehicle is no longer available to sell.  We attempted to explain to the customer that another guest put a deposit and signed a purchase agreement before this guest agreed to purchase.  We would be happy to look for another vehicle, just cannot guarantee price and mileage.

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22233298
  
  I am rejecting this response because:  it is too indefinite and promises nothing but air.   If the dealership said they'd sell me a used car at $500 above the price they paid for it, then that would start to be definite, but would not allow closeout of this BBB complaint until the action was executed.     When I called, the car was just taken in and the salesman had to find it in the shop.    The dealership accepted my credit card number and the salesman said "The car is yours' .   The hours later I hear it was allegedly sold. That does not make sense.
   
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/06/2024

  I apologize.  We have 25 sales associates and occasionally more than one associate sells a car.  All our deposits and signed purchase agreements are time stamped.  We had to sell to the guest that left the deposit first. We would be happy to continue to look for a vehicle for you. 

• Initial Complaint

  Date:03/06/2024

  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 received a letter that my vehicle is subject to a recall for "passenger airbag may not deploy". I contacted my dealer and they said there is not a remedy at they do not know when the remedy will be available. Possibly not until 3rd quarter of 2024. I asked what if the airbag is needed to deploy while they figure out a remedy, they stated. "We HOPE this does not happen". Offering me nothing but hope that no one dies from their error.It is nice to know that Lexus offers HOPE instead of safety for me and my family.

  Business Response

  Date: 03/06/2024

  The letter came directly from Lexus letting guests know that their vehicle could have a recall not that it does have a recall.  Lexus corporate is working on a fi, if needed.  I have sent this to complaint directly to Lexus corprate.

• Initial Complaint

  Date:02/12/2024

  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.

  The check tire light was on but ***** insisted it was a run flat and the sensor needed to be reset. Okay - so closed the deal quickly being told about their amazing warranty, 90 day return policy and ability to service at any location. Bought into all the tire protection, service warranty etc. I trusted ***** about the tire and just figured out how to reset the tire pressure monitor and drove it on highways etc with my family. Sadly, it was a hole in the tire and went flat! When I brought it to a local Autonation near my primary home they went crazy saying I needed to bring it back to the primary dealership and were insanely rude about it! I fought with them and explained this wasnt what I was told and after a run around the took the vehicle - confirmed it was flat and NOT run flats and only would patch it (not replace it). I wasnt happy but I dont normally want to make a stink so I swollowed that one. Then the bigger nightmare began - the engine light came on with a coolant issue (low mileage car). At this point I was ****** so I got a friend who happens to run 8 franchises of high end car and is a master mechanic look at it. He said that he car was jacked - brakes were shot (***** told me they just had a 6k brake job) and needed replaced and the entire engine needed to be torn apart and coolant system replaced. Doing me a favor he agreed to work with Audi directly through his own franchise and fix it but I would have to pay for the brakes (4k) and 10% of the repair. At this point though I bought into all the lies of servicing etc and warranty they offered I just did it with him and they fixed the vehicle. They video taped the issues with the car and with it torn apart to document this. I sent all this information within the 90 days with complaints to Lexus of Clearwater. They gave me the run around of course saying they would elevate it (*********************** service director and then GM) - nothing. No response. Multiple emails and calls and nothing. Need resolution.

  Business Response

  Date: 02/27/2024

  Tell us why

  Lexus of Clearwater to provide the best buying experience possible on every new and preowned sale. In this case, we inspect and recondition our vehicles to be safe for our customers. 
  
  
  
  
  
  

• Initial Complaint

  Date:12/22/2023

  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.

  We purchased a Lexus through this dealer and we were sold a "maintenance plan", however when we attempted to get a service completed at another dealer we were told that we had used the "2" services that were included. When we were sold the plan there was never a mention that it just covered two services. We were told that it covered the vehicle while we owned it (leased). I spoke to the Lexus of Clearwater and explained the situation and the General Manager (*****************) told us that if we got it serviced at another dealer she would reimburse us for the cost of the service. We had to get this done at another dealer because we had moved to another state. She sent us her contact information so that we could send the invoice for reimbursement. I sent the invoice etc over to her by email as she requested however this has not been reimbursed as promised. I have attempted to reach out to her to get this resolved but to date I have been unsuccessful.I just want the reimbursement as promised by the General Manager. We had to drive over two hours each way to the closest Autonation Dealer that was able to service the car and it was a complete waste of time and gas.We would like the reimbursement of $311.13 as promised.

  Business Response

  Date: 01/16/2024

  Sent guest a check to pay for her service.  

  Customer Answer

  Date: 01/27/2024

   
  Complaint: 21041672
  
  I am rejecting this response because: As of 1/27/2024 we have received nothing from Lexus of Clearwater.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/29/2024

  I have attached a copy of the check that was sent on January 16th to the requested address of -**************************************************** .  I also emailed a copy of this  Mr. ********** I have not recieved any calls or emails from Mr. *** since we spoke on January 16th.

  Customer Answer

  Date: 01/30/2024

   
  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

  Date:06/12/2023

  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 bought a Mini ****** ********** Nov 2023 and brought it in twice for a service call. Each time I called to make an appointment but when I would arrive I was told they would not service and to go to Mini ******. Once was for a simple brake flush and the other was to see why there was a lot of smoke coming from my exhaust. However they sold me an oil change package when I bought the car. I asked why they could do an oil change but not any other service requests and could not get a reasonable answer. I took my car to Mini ****** and it was discovered that there is an oil leak happening in the turbo housing. Because Lexus of Clearwater did the oil change but refuses to work on any other service requests I can only attribute that to the fact that they don't have a certified mechanic on staff who works on European cars. The fix is now going to cost $6000 but is thankfully covered under the extended warranty. However I do not want Lexus touching the car and completing any more oil changes left in my package. I have left messages and even emailed the service manager but no one will return either. This location is notorious for not returning calls. It's as if once you buy a car they no longer want to work with you on the service side.

  Business Response

  Date: 06/12/2023

  Dealership will be refunding client for pre-paid maintenance package she purchased at time of sale.

  Customer Answer

  Date: 06/14/2023

   
  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.  I did receive a call from the service manager but wasn't able to take the call because I was not available. I am sure it was in response to the emails that I had sent regarding the refund on the remaining oil change package.  I will say that I am grateful Lexus advised me to go to mini ****** and sold me a very good extended warranty package.  Because of this my issues were fully covered and fixed, they should get recognition for that and I will continue to let others know that as well.  It might have been an inconvenience to come up there twice only to be turned away but I am very happy they were able to correct the matter and offer the good advice.  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/22/2023

  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.

  January 2023 Paid $54,000 for a SR 350 SUV The vehicle, Accesories and two sets of keys After purchasing the vehicle, I was told I would have to wait two months for the second set of keys. After two months, I was told I had to wait another two months, then it happened again. I received this week a message from Lexus, I now had to wait until September 2023. Lexus has done nothing to provide me the second set of keys

  Business Response

  Date: 05/24/2023

  I was able to reach out to Lexus and got an approval to order another key to our guest. ON 05/24 We called the guest and informed him, and he will be here Friday to pick up his new key. Thank you.

  *******************;

  Customer Answer

  Date: 05/24/2023

   
  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

  Date:04/06/2023

  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.

  My car was taken to Lexus of Clearwater to be fixed through my insurance after a flood. After NUMEROUS appointments and attempts at fixing things, many of the items addressed are still having issues. I have asked Lexus of Clearwater and their owner AutoNation to please complete the work on the car, but have not gotten solid answers from anyone. Issues still occurring: -Radio has again begun to switch modes on its own. Realizing that this could be an issue with the wiring from the steering wheel for the modes button, rather than an issue with the radio itself, since that has been replaced twice. -Water is still getting into the trunk. Has ruined items I had in my trunk, and retaining water in the spare tire compartment underneath. -Tire sensor still not working, tire light is on on dashboard and only showed up after they replaced the tires.-The cooling function on the seats does not work after they recovered the seats. -The rear seats were never fixed, so cracking and peeling still occurring. -Front seats have subpar seat cover replacement job, seams not properly sewn together, seam holes and tears in leather where seam was started and removed, gaping on the side of the seat, seat casing not put back together properly. -Felt added to door for rattling (their fix after they replaced the door panel and didn't put it back on properly) is coming out.

  Business Response

  Date: 04/06/2023

  Hello, **************** was last seen at Lexus of Clearwater in June 2021. If she would like to bring her vehicle to our shop, we would be happy to take a look at the issue. Please have her contact the store and set up an appointment. Thank you. 

  Customer Answer

  Date: 04/10/2023

  
  Complaint: ********
  
  I am rejecting this response because, as has been the issue so many times before, I called and left a message for the service manager to schedule an appointment and no one has called me back. This is the continued problem with this dealership. I need for someone to call me to make an appointment where I am provided a loaner car that can be delivered to me and need to be guaranteed that I will not be charged for these issues to finally be fixed CORRECTLY with a warranty on the work.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/13/2023

  We are sorry the client could not get through on the phone. We have not seen this unit for a few years. We need to have the opportunity to evaluate the car. If it was our responsibility, we will work to correct the issue and provide a loaner while we are repairing the unit, but we have to see the unit to make a commitment. This unit was towed in as a flood damaged unit, so the repair could also be covered under the auto insurance policy. Please contact us by 5:00pm daily and ask to make an appointment for service.  

• Initial Complaint

  Date:01/30/2023

  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've been waiting for my title for nearly 9 weeks on a vehicle I paid cash for.I purchased my vehicle on 11/25/2022 as of today 01/27/2023 I still DO NOT HAVE ME TITLE ON A VEHICLE THAT I PAID CASH FOR!Now Lexus of Clearwater won't return my calls or let me know what they are doing to get me my title....Please help me get my title. If they are unable to get my title please help me get a refund on the vehicle.

  Business Response

  Date: 01/30/2023

  ****************** did purchase his vehicle as stated. The unit has an ******* title (no lien) and we have applied for it so we can register the vehicle for ****************** in *******. As of Friday, the **************** had processed the title. As with some states, out of state paperwork is delayed which started back during Covid days and some states are just now catching up. We are awaiting the delivery of the title from ******* via ***** and then it will be flipped upon receipt into ***************************** name. Many representatives at Lexus of Clearwater tried to speak to ****************** to update the status only to have explicit profanities hurled at us, be degraded verbally, and to be hung up on repeatedly. If ****************** would have listened to any one of the people he verbally abused, he would've known the status of the situation. As always Lexus of Clearwater puts our clients first and foremost, and we are working diligently to resolve this issue. Once the title is received from ******* and it is flipped into ***************************** name he will receive the title via **** from the ****************. 

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18941251
  
  I am rejecting this response because. I NEVER USED ANY PROFANITY OR SWEAR WORD AT ALL. I DID HANG UP A FEW AFTER BEING GIVEN SEVERAL DIFFERENT EXCUSES WHY THE ***** WASN'T READY. AND GETTING EXTREMELY TIRED OF THEIR LIES AND THEIR LIES TO THE BBB.

  **** THEIR FINANCE MANAGER & THEIR GENERAL MANAGER TOLD ME THERE WAS AN OUT OF ************* **** ON THE VEHICLE  AND THAT THE PERSON THAT TRADED THE VEHICLE IN HAD NOT RETURNED PAPERWORK TO THE DEALERSHIP GET THE **** RELASED OR SOMETHING TO THAT EFFECT. 

  IF THERE WAS INDEED NO **** WHY WOULD THE CUSTOMER THAT TRADED THE *** IN "NOT" HAVE THE *****? Good question huh!

  HOW LONG IS IT GOING TO TAKE THEM TO GET ME MY *****? IM REALLY TIRED OF HEARING "COVID," AS A CATCH-ALL EXCUSE.

  LEXUS OF CLEARWATER "SHOULD NOT" BE SELLING A *** THAT THEY DON'T HAVE THE ***** TO. THAT IS DIRECTLY FROM THE ****************!

  Sincerely,
  
  ***************************

  Business Response

  Date: 01/31/2023

  We are sorry for ***************************** frustrations. As stated earlier there was no lien on the ******* title upon acquisition. Currently we are awaiting the title from the **************** which they only send out regular mail. Once received, we can then turn the title into ***************************** name, and he will then receive also via regular mail his title from the ****************. 

  No one at this dealership told ****************** there was a lien on that title as there was none. We have documented proof.  Also, unfortunately people do lose titles which is why a lot of states went to electronic title to where the state holds it until you need it. We have tried nothing but kindness with this client to no avail. I cannot rush, change, or alter the process. At this time we are awaiting the title from *******. ****************** has a legal registration to drive on the vehicle and is not hindered from its usage. 

  Once again Lexus of Clearwater puts their client's needs first. We are working diligently to resolve this matter. 

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18941251
  
  I am rejecting this response because: Lexus of Clearwater has a bunch of liars working for them.

  Why would it take 3 months to get a simple out of state title?

  Lexus of Clearwater bought the car on Nov 8th 2022 per previous owner *******************************, yes I called ***** yesterday!

  ***** told me that she had lost the title but still 3 months and no title.

  I'm not sure what more BBB can do in this matter. Please share the above information wit the dealership.

  
  Sincerely,
  
  ***************************