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:09/30/2024

  Type:Order 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.

  In March 2022 I located a Lexus GX online and began the process to purchase it. The process was finalized in May 2022 as I lived out of state and had to wait to travel to pick up the vehicle. The ** I purchased was a Lexus Certified vehicle with 2 years remaining on the service contract. At the signing I was encouraged to purchase an additional five years of service, which I did. I was told by the finance director, ****** that this would include all service but excluded tires. In total I would have 7 years of service left per contract. In May 2024 I used the last service on the Certified Lexus contract and so the next 5 yrs set was supposed to kick in. In either July or August ** car handle broke and that's how I found out that I have no more service left on the contract per the Lexus system. The additional extended five years never got loaded into the Lexus System. Since then I have place many calls to Lexus of West Kendall and left messages for the previous Finance Director, ***** (who since I began the inquiries no longer works there) and the current Finance Director, *****, and even Lexus Corp and the issue of returning the money has not been addressed. ** contract clearly states that I paid $3575+ tax for the additional warranty. I am requesting that I am returned the $3675 + tax+ interest. I have enclosed portion of my contract which showed the fee was added to the financing I did for that vehicle. I am not certain what the final number should be but it should include the tax I paid on that amount plus the interest that accrued since.

  Business Response

  Date: 10/25/2024

  We have tried to contact the customer to do the refund we have not been able to reach her. We are more than happy to do the 100% refund.

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22360049
  
  I am rejecting this response because:
  It's dishonest.  I have a call log on my phone shows the following:  Incoming from ***** ******** were on 9/18, 10/1, 10/3 and 10/15/2024.  There's also an email from ***** ******** on 10/15/2024 stating the that he was reaching out to me about the refund. 

  I have responded to each call multiple times and left voice mails.  I also responded to the email on 10/16/2024 requesting that he send the refund to my PO Box. I have even left on the voicemail my work schedule/ when is best time to reach me.  So totally dishonest. 
  

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

  Business Response

  Date: 10/28/2024

  Hello,

  There's nothing dishonest we want to 100% refund you the full amount, but we have to have you sign a cancelation we can then send the refund. We also cannot send refunds to a PO Box if there is an outstanding loan on the car, we have to send the refund to the bank and if the loan is paid off, we can send directly to you at a fascial address, or you can pick it up here at the dealership. When would you like to come in to process the cancelation? 

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22360049
  
  I am rejecting this response because:

  Your company acts as if I am the one that dropped the ball. Since July I have placed many calls to your dealership.  It took over 6 weeks to get a first call back from anyone at all and I believe I finally got a call because I by then had contacted Lexus Corp.  I left countless messages with the front desk and directly on ******* line and then later ******* line.  I responded to ******* email one day after he sent it to me.  He did not respond to my email.  I have always called back the same day when either ***** or ***** contacted me.  So I am not the issue.  Remember, the reason we are having this conversation on the BBB forum is because someone from your company did not upload the contract properly.  Once I made the first calls in late July and Early August, that should have been corrected in the Lexus system or a refund should have been offered if it could not be corrected.

  As for whatever document I need to sign, this is the first I am hearing of it.  Please forward such document by mail, email or post it to BBB site.  I live in ***********  I should not have to fly out there for a mistake that was internal.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 10/30/2024

  Never said you were a problem; I'm just trying to assist in getting this resolved for you. We tried calling you 2 more times today I will have the form we need signed emailed to you today. Will have it emailed to *****************

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22360049
  
  Thank you,

  I did receive that document, hopefully I filled it out correctly.
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 11/06/2024

  I did receive the refund check from Lexus of West Kendall on 11/5/2024and deposited today, 11/6/2024.  Thank you for taking care of this matter.

  Thank you Lexus of West Kendall for closing the case.  I purchased two vehicles from your dealership and right after I purchased my last vehicle in 2022 my brother-in-law surprised my sister with a RX350 from your dealership the same ;year. 

  I believe this may have been an honest mistake.  I also believe resolving it took too long.  Still this matter is behind us now and may we move forward amicably.  Perhaps we will do business again.

  Sincerely,

  **** *******
  

• Initial Complaint

  Date:09/04/2024

  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.

  I am reaching out to complain about an issue that occurred this morning 9/3/24. I had a 7 am appt for 2nd key programming. at about 703 a nice young man comes out to tell me that since the day before 9/2 they have been dealing with a programming issue with the system and it was not yet resolved, so they couldn't give me the 2nd key and that another appt was necessary. Of course I asked why I didn't get a call the day before to tell me this information to which there was an I DONT KNOW response. So I go to my car and grab the plastic seat cover and the paper floor mat and 'hand' it to one of the techs. I get back in my car and dot see the keys so I ask a fellow who appears to be in charge and he says they're in the car BOSS. I say, please don't call me that I have a name. So again back in the car and I see the service ticket on the mirror so again, i get out walk to the service counter and put it there.(rather than throw it on the ground like many would do). "same fellow" tells me that t"there is a trash can BOSS" I walk over to him and say I asked you to not call me that and I don't know how your ticket system works! I ask for his name and he refuses to give it to me. I then ask again and he states that I am disrespecting him and walks away. So I ask another advisor (I THINK it was ****) what his name is and she says *****, but doesn't know his last name! Anyway, he has long black curly hair and a ***** and was very abrupt with me. Bottom line, I have to come in again to get the issue resolved and deal with probably the same unpleasantness from the staff again. it seems like every time I go in to your service area I have some type of problem from the staff. For a high-end car dealership, I expect so much more. Please tell me what you suggest I do the next time so that I can avoid these issues. I love the car, but it's like going to the dentist every time I go to the service area. I await your suggestions and response.Thank you

  Customer Answer

  Date: 10/05/2024

  My complaint letter to Lexus of W. Kendall a short time back was met with a satisfactory conclusion. ****, the Sales Mgr. not one resolved my issues, he went above and beyond my expectations. He spoke with the Service Clerk who disrespected me and the 2nd key computer issue was handled the following day. Also, I was provided with a SUV loaner Lexus for that day. **** could not have been more accommodating, offered his sincerest apologies and asked me to contact him directly if another issue or concern arises. Because I believe it takes way more effort to accept responsibility for wrong-doing, it is a credit to **** for reaching out to me and resolving this. I will have no problem with bringing in my Lexus for service in the future. 

• Initial Complaint

  Date:06/21/2024

  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 08 June 2024 @ 1030 a.m. I ******************* took my 2020 Lexus 350 ES for a maintenance appointment. The attendant told me that they will call me went my car is ready. They did not call me so, my wife and I arrived at the dealership at 5:00pm. We notice all the employees leaving, so I asked one of the employee what time do they close and he replied at 5:00pm and that we need to pickup the car on Monday because Lexus of west Kendall doesnt open on Sunday. I pick up the car on Monday afternoon after my normal workday. On Tuesday morning my wife noticed the rims has a discoloration. The Lexus dealer was working on replacing the brake pads. I told my wife that the discoloration should come out when I washed the car. Due to inclement weather, I was my car on 19 June 2024 and the discoloration didnt came out. I went back to the dealership and told ***** my attendance what had happened and he replied that there was nothing that they can do. I only asking for my rights as a costumer.

  Business Response

  Date: 07/16/2024

  Good afternoon,

  The stains on the wheels of **************** vehicle are caused by a harsh wheel cleaner or soap. Here at Lexus of West Kendall we wash hundreds of vehicles every week and only use the correct cleaners to prevent any harm to our customers vehicles. ********************** does not feel these damages were caused at our dealership. Never the less, ************ has been a good customer of ours and we will be contacting cooperate for assistance on his behalf. 

• Initial Complaint

  Date:05/08/2024

  Type:Sales and Advertising 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.

  Transaction date May 3rd, 2024.I bought a certified pre-owned Lexus for $34,700. After the sale was made the Salesman gave us only 1 key fob. When I got the car home I noticed it had no spare tire. Floor mats were also missing. Also the car stereo does not work. I have called the sales manager, ****** and he will not return my calls.

  Business Response

  Date: 05/08/2024

  To whom it may concern,

  This customer came in and was originally looking at a certified car that was outside of the price range he wanted to spend. We showed him a lessor expensive car that was never marked, advertised or said to be a certified car and that's why it was far less expensive. We have already offer to take this car back if he does not want to keep it, but if he wants a certified car, they are more expensive but also worth it. We would like to know within 48 hours if he is returning this car, so he doesn't put to many miles on it in the case we are taking it back. 

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21682519
  
  I am rejecting this response because:
  This car was sold with one key fob which we did not know about until after the sale. The car was missing the spare tire as well as the floor mats. The finance manager tried to sell me a 3 yr warranty because he said "you only have 10k miles left on the existing warranty". They never said that the car was not certified. I am going to buy the three year extended warranty from lexus anyway so that's a moot point. I would like a key fob and spare tire please. 
  Sincerely,
  
  *********************

  Business Response

  Date: 05/09/2024

  This car was sold AS-IS with one key because that's how we bought it. Some cars get traded in with 1 key sometimes people trade them in with multiple keys. Only certified cars come with 2 keys and 3 years of service and additional 2-year warranty with unlimited milage already included in the price. This car was never sold or advertised as a certified car that's why it was far less expensive than the original car the customer wanted but he opted to purchase a lessor expensive car. The customer was offered a ****** extended warranty and was told the factory warranty was expiring in ****** as He mentioned in his last message, again because it was NEVER said to be or sold as a certified car. We are happy to take the car back with a 100% refund. If the customer would like to return the car, we need to do this quickly before they put to many miles on the car. 

  Customer Answer

  Date: 05/09/2024

   
  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:12/21/2023

  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 am a Senior and on 3/14/2022 I bought this used 2022 ****** Tacoma TRD Pro from Lexus of West Kendall, thinking it is a Four (4) Wheel drive 4wd vehicle, recently I took it it to the mechanics shop to get the 2nd oil change and tire rotation (I don't drive it much) telling them that it is a 4wd, they did the service and told me that it is in fact it is a Two (2) wheel drive truck and looked up the *** to show me. I went home and opened the *** envelope with my title and saw that it is in fact a 2wd vehicle. As you can see by the uploaded 2020 Tacoma Buyers Agreement and the uploaded 2020 Tacoma 10Y Warranty it is plainly stated as a 4WD vehicle. I feel cheated by this Dealership and taken advantage of.

  Business Response

  Date: 01/09/2024

  To whom it may concern,

  This is the first we've herd of this issue since this transaction happened two years ago. If there was any error on our part in this transaction, we will always try our best to make our customers happy. This vehicle has been in use for 2 years so we will have to take that into consideration as well. I will be calling this customer today to resolve this matter. Thank you for letting us know of this issue. 

  Customer Answer

  Date: 01/16/2024

  Not 2 Years his math is a little off. Bought on 3/14/2022 March 14th 2022 was 1 years, 10 months and 1 day ago. Have not heard back since then.

• Initial Complaint

  Date:11/16/2023

  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 got my car towed to their ****************** Nov.8, 2023. My car has been in their ****************** since. After contacting me Monday the 13th telling me it would be ******** for their service,I declined their service stating that's too much. I asked them to charge me the cost of looking at my car so I can pay that,then have a tow service bring my car home. That was Monday. Tuesday I called again, and was told the ticket was still open on my car. And the Agent servicing my car was off that day. I left a message,and asked for *********************** the Agent that has my car to call so I can get the total and pay. I got no call Wednesday when he was in. Now it's Thursday still no call. I still have not been called by Lexus of West Kendall concerning my car yet. And it's not getting worked on. It was diagnosed and I rejected anymore work. So by them holding my car. I feel a malicious or fraudulent attempt to charge me for other things. Can you help me get my car,for the likes of me can't see why I have to keep calling. I have a **** Lexus L.s. 400 in their possession. And contrary to the year. It's a collectable item to their company. I'm trying to make them release my car. Their motives are not pure. Can you help

  Customer Answer

  Date: 11/29/2023

  On Saturday Nov. 25,2023. I paid $464.49 on a diagnosis for my car. That twice the amount. And all I received was the bill. I asked " where's my diagnosis",they been giving me the back and forth. On Monday the 27th,I called to speak to the ****************** manager,they were on break. I was told someone should get back to me because I should've gotten a copy of a diagnosis. I still have not been called,and I still don't know what I paid over price for. No one still has gotten back to me. Can you help see what this Corporation is done to me please. I paid them. But have not removed my car because they haven't given me a proper understanding to what I paid for. Thanks 

  Business Response

  Date: 12/13/2023

  Called and spoke with this customer and provided a written diagnostic estimate. Customer has picked up vehicle and issue has been taken care of. ***********************, Lexus of west Kendall Service Director

• Initial Complaint

  Date:10/03/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Eight weeks ago, I visited Lexus of West Kendall requesting a cancellation of ************* due to refinancing with another bank for an SUV which was purchased at this dealership. The required paperwork were submitted to *******, the Finance Manager. For the past three weeks, I have made numerous attempts to contact him and get a status of this cancellation. And at this point he has not returned a call as he promised. I also feel like I am being given the runaround, since no one there knows who to contact for this to happen. Really?!?! Talk about poor professionalism and horrible customer service. This is the first ********************** dealership that shows no respect for the customers.Today 10/3/2023 I received an answer to the review I left yesterday on how this West Kendall Lexus dealership have ignored my phone calls and even promised that they will contact me and hasnt done that. Today they posted on their answer to my review a phone number for me to contact them and I did , but it wasnt any different from before. Today the receptionist told me that she didnt know who could she direct me to. When I mentioned the word legal she put me on hold and after a little while she told me to give her my phone number and that the finance manager ***** would call me. Guess what , again no call . This West Kendall Lexus dealership has no integrity nor principles. Stay away from giving them their business.

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  When I was stationed at ** Army South in *********** ***** in 2016 I complained about my dashboard and door plannels becoming sticky and inexplicably deteriorating. The Lexus dealership replace the dashboard but did not do the door pannels because they were out of stock. Soon after I was sent to *********** and subsequenstly to the US Embassy in Panama. Upon my return in ********************************************** ***** and I followed up at Lexus of West Kendall. They "ordered" the pannels at the time and it has been years and they have yet to replace my door pannels. This is unacceptable as my panels are falling apart and with no way to replace them. I am a US Army officer with 20 years of ********************

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2019 ****** Armada SV/SL/PLATINUM at Lexus of West Kendall, I bought the car with ****** miles and since it did not have a factory warranty, I bought an extended bumper-to-bumper warranty and a warranty for the tires and wheels. The car was purchased in February ********************************************** the system, the car always had electrical problems, it turned off as if the battery was bad and it left me standing anywhere, Lexus replaced the battery and I replaced the car had to take the dealer several times because it keeps turning off and doesn't start often. They made me take the car and leave it for a week at the Lexus dealer and they rented me a car but they made me pay the insurance, knowing that it was not my fault, I paid $200. When they called me to pick up the car they told me that they had not found anything and that they had not done anything to the car. Yesterday, 11/07/2022, the car did not start, it was turned off, making strange noises, and all the lights were blinking. I had to call the dealer and yell at them on the phone because not a tow truck wanted to send me at 7:00 pm. The used car sales manager ****** told me on the phone that I was negative 13k in the car and that what I had was a milestone in my hands because ****** was useless, he told me that he could cancel my two warranties and that he would buy me the car from behind and he would give me a ****** highlander and I had to continue paying $755 per month as I was. the car also when you pass the speed of 70 the rudder vibrates a lot anyway, from the first day I bought the car I have not stopped having problems and staying stopped anywhere because the car does not start it is very frustrating because I have a 4-month-old child and many times I stay in the street with my child because the car does not start. I want to renegotiate and get better business and better treatment as a client.