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:11/08/2024

  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 purchased a new 2024 Lexus RX350 approx 6 months ****** told by salesperson I can only have 1 key, the rest are on back order not available from *****!4 months later I call my sales person and he tells me he hopes I have a ****** if I misplace my only key!!!I call Lexus corp today, explained I never got the 2nd key! They called dealership Jm Lexus. Demi from the sales **** tells me they ordered it today!!! May take 2 weeks to be delivered! If I hadnt called corp they would have never ordered it???Demi was not helpful in understanding how frustrated it is not to have that spare key! Unacceptable, inconvenient, made the sale without disclosure!!A company as big.LEXUS sells brand new cars without a spare key!!!Shame on JM LEXUS OF MARGATE!!

  Business Response

  Date: 11/11/2024

  Thank you for bringing Ms. **************** concerns to our attention, we are pleased to respond.  Lexus nationally has experienced a chip shortage since during the Pandemic and currently provides one set of keys to consumers for each new vehicle that it sells or leases.  Consumers are informed of this fact at the time of their purchase or lease and Lexus discloses that the approximate wait time for the second set of keys is six months.  This is a Lexus issue nationally, not an issue specific to JM Lexus.  
  
  Regarding Ms. ************** we investigated and learned that her key code is now ready for the second set of keys.  We have contacted her to make an appointment to deliver her second set of keys, perhaps as early as this week.  
  
  If you have any further concerns, please do not hesitate to contact us.  

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22531474
  
  I am rejecting this response because:
  When I receive the second key I will respond. Its still not a definite delivery confirmation.

  will close case after I receive the spare key. Lexus did not disclose about the 2nd key till after I made the transaction hard. I finished the transaction and got the btwshortage of speare key!

  
  Sincerely,
  
  ***** *******-******

  Business Response

  Date: 11/15/2024

  Ms. ************** came to JM Lexus on 11/14/24 and now has her 2nd key fob that was programmed to her vehicle to resolve her complaint.  Thank you.   

  Customer Answer

  Date: 11/17/2024

   
  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:11/04/2024

  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.

  Misled, overcharged, and then directed to corporate headquarters by **** At Lexus PB, and per ******* she could not assist. I was quoted $955 for a couple of fuses to be changed out. I paid $1,034.15 for ONE fuse and suddenly it takes 3 hours to install. They never advised the hourly rate was $278 and the part alone was $67. ****, assistant manager, provided me with wrong information and then sends me to call corporate and they send me to call **** back. Im requesting a partial refund, at least two hours to make it fair, that would be $556 for two hours. They need to make customers aware upfront what they charge for labor. Were not all rich and make $300 an hr to afford this nonsense. Why would **** make it sound they are changing several fuses and it was only one? Why is it one fuse take a technician three hours to change? This is not right and this is taking advantage of people. Is there video surveillance showing 3 hours worth of work? This all occurred today November 4, 2024.

  Business Response

  Date: 11/05/2024

  Thank you for contacting JM Lexus.   Based on Ms. ***** explanation and the provided attachments, it seems the vehicle was actually repaired at Lexus of ********** instead of JM Lexus. We recommend reaching out to Lexus of ********** for more details and clarification. Let us know if there is anything else you need from JM Lexus.  Thank you.   
  

  Customer Answer

  Date: 11/05/2024

   
  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:06/25/2024

  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 2022 Lexus ES 350 from JM Lexus in *******, ** , sometime later I noticed a manufacturer defect in the pain on the hood of the car. I reported many times to this dealer, they took pics etc, and told me that I have to hear from Corporate, which I never hear from. It appears to me that the dealer is waiting for my warranty to expire. This is no way to be treated, totally unacceptable. Im still waiting for Corporate to call me!!!!

  Business Response

  Date: 06/28/2024

  Thank you for notifying JM Lexus of ****************' complaint.  Please be advised that we are somewhat limited in our ability to access Guest's sales and service records at the moment due to a recent cyber security event experienced by our computer dealer management system provider.  From what we have been able to locate it appears that *************** purchased a new 2022 Lexus ES 350 from JM Lexus in November, 2021. The first we heard of any issues with the paint on his vehicle was 28 months later in March, 2024.  We inspected his vehicle, and we believe that it was also inspected by a service representative from Lexus as a possible warranty issue.  It was determined that the paint issue on **************** vehicle was caused by outside sources and not a defect in the paint or paint process.  We will be happy to have our Body Shop inspect ****************'vehicle and prepare an estimate to repaint the affected area, **************** would have to pay for the repair or report it to his insurance company to see if they would cover it.  If he wants to explore this possibility, please have him contact *******************, our Assistant Body Shop Manager, at ************.

• Initial Complaint

  Date:04/01/2024

  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.

  Last year in February I found myself in need of repairs for my 2020 ************ Camry following a front-end collision. Despite my insurer's suggestion for an alternative repair facility, I opted to have the work done at JM Lexus, After arranging for my vehicle to be assessed promptly by the Geico adjuster within 48 hours, I was informed by my dedicated representative that the repairs would take approximately one week. the completion of the work stretched to 13 days. While I initially assumed the extended timeframe indicated meticulous attention to detail, the outcome proved otherwise.Upon inspection during retrieval, I was dismayed to find that several scratches remained unaddressed, and the car was returned unwashed. Expressing my dissatisfaction, JM Lexus acknowledged the oversight and assured me of prompt rectification. However, this meant nothing to them I would end up attempting to pick up my car 3 times without success the 3rd visit, a technician used 1 color marker labeled existing damages as well as new! using the same color as one of the markers didn't write resulted in 3/4 of my car being dismantled, sanded, and painted without my consent to do so.Despite assurances of quality and a lifetime warranty, the subsequent 34-day ordeal uncovered further deficiencies. I left without the work being finished knowing I could bring it back at another date for them to correct the imperfections WRONG I recently took the car back to JM for them to re-do the Installation of the bumper Efforts to seek resolution were met with denial and dismissiveness from JM Lexus, who baselessly claimed self-inflicted damage despite photographic evidence to the contrary.In conclusion, i would strongly advice anyone NOT to use JM Lexus for service, repairs or collision estimates as i find them to be inflated and find JM will not stand behind their Lifetime warranty.

  Business Response

  Date: 04/08/2024

  Thank you for bringing this to our attention.   ************************ originally brought in his vehicle to JM Lexus for repairs of various damage on 1/9/2023 and thereafter his insurance company approved the repair to damaged panels. The mirror cap and headlamp were addressed as part of the supplemental repairs authorized by his insurance company.  At that time, the guest never stated issues with the front bumper.  Attached are photos of the bumper on 2/2/23 when ************************ took delivery of his vehicle.
  
  Over a year later, ************************ brought his car back to JM Lexus to see what may be causing the bumper to pop out along the corners. After our evaluation, we noticed that the bumper had been scratched and impacted multiple times which caused the areas to pop out. This damage had occurred after we initially repaired the vehicle. We concluded that the bumper needed to be repaired and painted and that this was unrelated to the original repairs in 2023. We advised ************************ that we could provide an estimate to remove the bumper, fix and paint the damaged areas. We have not received a response from ************************ regarding the estimate for the repairs that was provided to him which is attached. We are more than happy to repair his vehicle as estimated if he agrees to pay for the repairs.  Please have ************************ contact our body shop for further assistance. 

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21514138

   

  no pictures are provided showing how I took possession of the car, after being without my car for over a month the job couldnt be completed I was done dealing with such a horrible body shop I figured that so called lifetime warranty would hold up so I waited until I had the time to bring the car back. Scratches on the bumper? lol from driving the car. The quote you have provided is pure robbery charging someone again after not providing the service correct the first time shady business buyer beware 
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 04/08/2024

  JM Lexus stands by its prior response and disagrees with and denies *************************** allegations. 

  Customer Answer

  Date: 04/09/2024

  poor communication, if JM had taken the proper time and attention to detail they claim to provide my car wouldnt have had repair work done that wasnt authorized. Bad communication, poor management.

   
  
  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:03/13/2024

  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 bought a service maintenance agreement that I couldn't use in any other dealership. However, I was told that I could use this agreement at Lexus dealerships throughout the **** I was recommended to buy this contract by the sales manager. I said I was returning to *****, and he assured me I could use this contract throughout the **** I also purchased my car from the same sales manager. His name is *************************. Two months ago, I went to Lexus ****** and I couldn't use the maintenance agreement I bought. I had to pay $396 for a 20,000-mile service check. I proceeded to call JM Lexus in ******* to get it sorted out. I spoke with *******************. He called Fidelity and spoke on the phone with *****************************. She informed me that I couldn't use the contract in various cities throughout ** and ********** (where I was traveling to in the summer). Overall, I was sold a contract that I couldn't use. It was dishonest and I would like to be refunded in full for my purchase. Thank you!

  Business Response

  Date: 03/14/2024

  Thank you for bringing ******************** complaint to our attention and allowing us the opportunity to respond.  
  
  ***********************, Finance & Insurance Director of JM Lexus,emailed **************** on February 22 and again on March 8, 2024 and also called **************** on March 8, 2024, he did not respond.  The email to **************** stated as follows:  
  
  "Hello ****************, I wanted to reach out to you with regards to your prepaid service plan.  You absolutely can use your plan nationwide but the way you get reimbursed is different at different dealerships.  For example, if you are servicing at a participating dealer, as long as you follow the recommended service as stated by your owner's manual the service department automatically bills **************************.  If you are servicing at a non-participating dealer, you would just have to call the number provided and they will reimburse you.  If you would still like to cancel, please keep in mind that you will only receive the remaining portion of your plan. Please let me know how you would like to proceed."
  
  **************** has these options at this point:  he can keep his contract with ************************** ("FWS") and reach out to them directly and submit the recent claim that he paid by contacting them at ************** or online at ********************************, or he can cancel his prepaid maintenance contract by also contacting FWS and requesting that his contract be cancelled.  As **************** pointed out in his email the cancellation will be prorated in accordance with the terms of his contract.
  
  Please let us know if we can be of further assistance.  
  

• Initial Complaint

  Date:12/26/2023

  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 2023 ****** Corolla se was in an accident on 10/3/23. I drove the car to ************************************************, where I purchased the car. The car was sent to jm Lexus for repair.Initially I was told the car would be ready in 3 to 4 weeks. After a month I called for an update and *******************, and **** in service told me they are having trouble finding the parts to repair the car. After several more communications they did not respond. I called the manager and left a message.At this point they have had the car for 2 months.Jm Lexus also said a new windshield for the car would be available until February 21, ****. I thought that was ridiculous. I started calling other dealerships inquiring about parts and repair time. Every other Idealership I called told me the parts and the windshield are all readily available.Furthermore they said jm Lexus is probably trying to delay the repair process to find used or cheaper parts. Committing fraud and deception. I called jm Lexus on December 20th and told them it will be there on Friday to pickup the car in whatever condition. 2weeks before that jm Lexus told me the would be ready in weeks.After three weeks they did not respond to my messages. So I went to the dealership Friday and waited 6 hours for the car. It was dark I couldnt get a good look at the car .******************* did not go through the repair details pointing everything out he repaired. H gave me the key and hurried me to go because he was going on vacation.The next day I realized the repairs were not acceptable. The air conditioner didnt work, the hood and front end repairs were crooked and not attached securely. I brought the car to ******************* in palm beach ** and the service department said they have never such negligence and poor workmanship. The car needs to be completely redone. Jm Lexus had my car for 2 months and 23 days and did nothing but lie, cheat and deceive me, I called my insurance company and representative told me to complain to the bbb. Then bring the car to a reputable repair facility and once the car is inspected the appropriate adjustments will be made. I have been without a car for almost 3 months and it could take another month to have the car properly repaired. This has been a traumatic experience costing me time and and money. The service rep at ************ could not believe a repair shop would release a car in that condition. It was incomplete and unsafe. The parts used and the repair job was so bad the car has to taken apart and put back together properly.What action can the bbb take against jm Lexus and *************************** ? Can I be compensated for my loss of time and money !

  Business Response

  Date: 01/08/2024

  Thank you for your inquiry of December 26, 2023, regarding **************, whose 2023 ****** Corolla was in the body shop of JM Lexus for repairs from October to December 2023. We appreciate the opportunity to respond.  
  
  ****************** vehicle arrived at JM Lexus in early October after being involved in an accident. There was significant damage to the front end of his vehicle, including the bumper, grill, headlamps, hood, front fenders and a number of related parts. ************** was insured by *************************** Company.  United's policy provided that they were only required to replace certain parts with like kind quality parts, with ************** having the option to pay the increased price to have the parts replaced with new ****** Original Equipment Manufacturer ("OEM") parts.  ************** elected to have his vehicle repaired with the less expensive like kind parts.  JM Lexus began to search for replacement parts, which took some time to locate.  The windshield to his vehicle also needed to be replaced and ****** informed us that this windshield was on back order and would not be available until sometime in early 2024.  We explained to ************** that there could be some fit issues with like kind replacement of parts such as a hood and fenders.  He agreed to proceed with the repairs.
  
  In December 2023 ************* became frustrated with the length of time it took to locate the parts and complete the repairs to his vehicle and he insisted that he be allowed to remove his vehicle from JM Lexus so that he could have the repairs completed by a third party.  At that time, we told him that we still needed to make certain adjustments and that we did not have the replacement windshield but he insisted on taking his vehicle elsewhere and he elected to wait at JM Lexus for a lengthy time period so he could leave with his vehicle that day.  
  
  JM Lexus performed the repairs to ****************** vehicle in a proper manner and in full accordance with body shop industry standards.  ************** chose to remove his vehicle from JM Lexus and take it to another repair facility. We consider this matter closed.  

• Initial Complaint

  Date:07/13/2023

  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 contacted the dealership this morning in reference to sticky dashboard issue I have with my vehicle. During the day, the glossy dashboard causes a really bad reflection making it difficult to see and dangerous. It is my understanding that there was a "Lexus Warranty Enhancement Program" related to this where Lexus was replacing any dashboards. However, I never received the notification, despite Lexus Corporate stating they sent a letter. I spoke to someone within the ****************** at your delearship who stated I should call corporate to see if they could do an override, given the recall period expired. I called Lexus Corporate and was told that there is nothing they can do. I then stated I was willing to pay for the labor if Lexus can provide the part, given Lexus is aware of this issue (from my understanding, it's an issue on different Lexus car models from 2003-2019). After my suggestion to pay for the labor, I was put on hold and then the customer service representative came back and stated that the "Resolution Team" said I can go to the dealership, pay out of pocket to get it fixed and then reach back out to Lexus Corporate and ask for a reimbursement where there is a 50/50 chance of approval. So essentially, she stated there is a possibility I can get reimbursed by Corporate after I pay for the services at your dealership. Your dealership representative, Lexus Corporate representative and the "Resolution Team" (who I didn't personally speak with) have provided inconsisitent responses in relation to this matter. It's very frustrating to receive inconsisitent options and be told there is a "50/50" chance at being reimbursed for defective parts Lexus is entirely aware of.

  Business Response

  Date: 07/14/2023

  Thank you for your correspondence of July 13, 2023, regarding the complaint that was recently submitted to your office by *************************  JM Auto, Inc., d/b/a JM Lexus appreciates the opportunity to respond.
  
  The vehicle in question is a 2010 Lexus ES350, Vehicle Identification Number: *****************, with an original in-service date of 11/20/09, according to records contained in the Lexus national vehicle system.  This vehicle was not sold by or ever serviced by JM Lexus and in fact has not been seen by any Lexus dealer since 2017 according to the Lexus system.  
  
  The factory warranty and any warranty enhancement programs for this vehicle expired years ago.  We suggest that ************************ contacts the Lexus **************** telephone number, ************ to address any warranty concerns regarding her vehicle.  

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20316561
  
  I am rejecting this response because: As detailed in my message, I called your office first and was then directed to call the Lexus **************** line in order to get an override, which is exactly what I did yesterday. Also, where I chose to get maintenance preformed on my vehicle is irrelevant since my complaint does not have to do with maintenance but rather the defective dashboard that Lexus is fully aware of.
   
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/17/2023

  JM Lexus stands by its prior response.   We suggest that ************************ contact Lexus **************** if she wishes to further address her concerns.  

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20316561
  
  I am rejecting this response because: as mentioned in both my original message and follow up, Ive already contacted Corporate (Lexus customer service) to attempt to get an override on the issue, as was suggested by your employee. As stated previously, your location and Lexus customer service have provided inconsistent responses.
  

  Is Lexus not able to make any form of partial remedy to help me with this? Even if I pay for labor to replace the defective dashboard?

  Business Response

  Date: 07/19/2023

  This correspondence is in further response to the complaint filed with your office by ************************************** Complaint ID No: ********. 
  
  ************************ is the owner of a 2010 Lexus ES 350, Vehicle Identification Number:  ****************** with an original in service date of 11/20/09.  This vehicle was not sold by or ever serviced by JM Lexus.  It has not been serviced by any Lexus dealer since 2017.  
  
  ************************ complains of a situation concerning the dashboard in her 14 year old vehicle.  We referred her to the Lexus *************************** to see if there was any assistance they could offer, as they are the manufacturer and provided the new vehicle warranty on this vehicle, which has long expired.  Lexus informed ************************ that they will not offer further assistance.  There is nothing inconsistent with the advice we gave *** *********** she was informed that she would have to express her concerns to the Lexus **************************** she did and they declined to offer any form of partial remedy for this situation. 
  
  JM Lexus has no liability or responsibility concerning this matter.  

• Initial Complaint

  Date:02/21/2023

  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 bought a car from Lexus over a month ago and have not received a hard tag theyve given me THREE PAPER TAGS! I want my hard tag they are not given me any straight answers Im not going to keep driving out there for them to give me paper tags when I paid for a hard tag thats not **************** did not care until I went out there upset about it!

  Business Response

  Date: 03/01/2023

  Thank you for bringing this to our attention.  We investigated **************' concerns and found that he has now been provided with the appropriate license plate.  We apologize for any delay in delivering this to ************** and we consider this matter resolved.

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19445245
  
  I am rejecting this response because: Im trying to understand how was it resolved because I still dont have the hard tag Ive called and left messages with management has yet to give me a call 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/20/2023

  ************************* with JM Lexus sent an email and called and left a voicemail message for ***************  We did not receive a response.  Our messages to ************** advised that we emailed him a copy of the registration for his plate for his 2019 ES 350. There is no hard plate that the dealership will be issuing as he chose to transfer NVMS41 onto this car (which saved him $300 to $400).  But the metal plate he chose to transfer should be in his possession.  If he does not have this plate in his possession, then he will need to go to the *** with this registration we had attached and get them to replace his plate.   Thank you.