ComplaintsforLexus of Tampa Bay

• Initial Complaint

  08/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On July 13, 2024 I purchased a Lexus NX 300 at Lexus of Tampa Bay. With regards to the sale itself everything went ok. I was given a temporary tag that expired on August 13th On July 29th I reached out to ******* ******* the salesman via email and he advised that my permanent tag and registration would be mailed to me wirhin 30 days of the sales date. August 9th I drove back to the dealership and advised that I had not received my registration to the finance team in pre owned sales. Right then and there I was given a permanent plate and the finance gentleman printed out a Hillsborough county registration and gave me a plate. Yesterday I get a text from Navy Federal who my loan is financed through threatening to increase my interest rate becaus Lexus of Tampa Bay finance department never provided my title information to the *** here in Tampa. Ive called for the last 2 days and have not been able to speak with anyone. Just given the runaround by operators. If it has been provided I will need documentation from the dealership to give to the bank because it is urgently needed or I would like the fees for tax, tag title and registration refunded to me on a check and I can do it myself. I notified them via ****** review and was ignored. This should be a really simple fix for a dealership this size. Please help.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lexus of tampa GM told me to take my lexus lc500 I been having issues with with the same problem since I took it off the lot to an actual lexus dealership not auto nation toyato. He said they would pay to fix the issues and I haven't been able to get in contact with anyone to get the issues paid for. I just want the issue fixed on my vehicle.

  Business response

  09/17/2024

  Sorry for this inconvenience. He have added your lien and should be update by the end of the week.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  we were sold a **** escape with ****** miles on it in March. Come to find out last week that car has a junkyard engine in it with ******* miles on it whenever it was installed. We were told by *** and ****** to come on in and they would do the right thing and take care of us. We found a more expensive used car that was out of our budget but we decided to go ahead and purchase it. It was a 2020 outback. The only thing they did for us was devalue our trade-in, the car they had sold us, and not charge us another dealer fee on the new car we were having to purchase. We didn't like any of that but we decided to go ahead and purchase the car. At the last minute the manager reneged on his signed deal and wanted to charge us $400 more. Things got heated. We were asked to leave and we did. We did ask *** if he would ask ****** if they would just buy the car back for the devalued value we were offered last night and he said no they would not be buying this car back. There is surely a value difference between a 2019 **** escape with ******, mi on it versus a 2019 **** escape with ******* mi on it. We feel at a minimum we are owed that difference.The rude sales manager who handled our case said he had no authority to lower the price of the new used car we were buying to help us out or to increase the value of the trade he had devalued. I'm not sure what a manager is for if he has no authority. He told us to take the deal or leave.a

  Business response

  08/15/2024

  After talking to the customer we figured out the their car has had factory warranty covering the engine even when he's owned it and it wouldn't make sense for anyone to buy a used ****** mile engine in a car that the factory warranty would replace it with a brand New engine for Free! The customer also has no proof that the car that had 19k miles with factory warranty would have a 175k mile used engine. Lexus of Tampa Bay considers this complaint closed.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lexus of Tampa Bay has not provided us with a second key for our new 2024 RX 350 Lexus. Both the dealer and the company (Lexus) has continued to delay and push off the date when they would provide us with a second key. When we bought the new Lexus on January 31, 2024, we were told that we would receive a message in a few weeks about when we would get our second key. We have tried several times to talk to the Dealer and Lexus about getting the second key and they continue to tell us the key is not available and push off the date when it will become available. We demand that Lexus of Tampa or Lexus provide us our second key as we contracted and already paid for.

  Business response

  07/10/2024

  We have contacted Lexus and they have approved a goodwill Key. The key they approved is on back order. She is trying to pull one first. 

  Customer response

  07/13/2024

   
  Complaint: 21945602
  
  I am rejecting this response because:

  Our complaint has not been resolved. We have not been provided with a second key as contracted and discussed in the original complaint. We are getting the same response that we have been getting for the last six months; that we will have to wait.  This issue will only be resolved when we are provided with a second key.
  At this point, we are quite concerned that if the only key we have is lost or damaged we will not be able to use the car.

  Awaiting our second key,
  Sincerely,
  
  *****************************

  Business response

  08/02/2024

  I spoke with the Service Director at Lexus of ********* and he will be contacting the guest to program the key tomorrow 7/11/24

   

  The goodwill RAS will come from Lexus of Melbourne. 

   

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

  Executive General Manager

  Lexus Of Tampa Bay

  Business response

  08/02/2024

  This was the information we received and the dates listed were when they replied advising they would be reaching out to the customer to schedule an appointment to bring the vehicle in to get the key and have any programming done. We believe this has all now been resolved.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/25/23 my wife and I went to this dealership and bought a Jeep Cherokee 2016 (VIN *****************), The dealer rep was *************************. We not only got the package that would take care of any visible wear on the inside but we signed up for the following care packages as well:Lexus ************ Platinum Application #S68J91, Agreement# ******** ************ protection 84 months - Deal#****** About 2-3 months into having this car, the Parking light turns on in the dashboard. I called the dealership, they said I need to bring the car, so my wife and I drive on separate cars there. The first thing the service guy tells me as soon I pull over is "we are a lexus dealer not a jeep", we already started with the wrong foot, I explained I just bought the car here.The tech tells me is not covered and they don't have the part in stock, that I should be ok to keep driving it and someone would call me back. Months go by and no one calls, ever. I followed up multiple times to always hear the same thing, "we don't have it in stock". On July 3rd,2024 almost a year after, I had to call again because after heavy rain, the car is getting water inside from the roof and coming out of the back speaker. I mention again the parking light issue and after talking to 3 different people someone tells me I can go drop it off for them to check again but the part was not in stock. After a year? I cannot keep risking my safety and my kid's safety because this dealership doesn't want to fix my car, the part has to be in stock somewhere, they could buy it from them.

  Business response

  07/10/2024

  We have the part. And have left message to have it picked up. Lexus of Tampa considers this complaint closed.

  Customer response

  07/10/2024

   
  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. I will be stopping by on 7/17/24 to drop off the car and get it repair/replace.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  06/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello I have been calling there dealership for the past month and a half trying to get the tag for my car. They also promised me reimbursement for my rental. The lights keep coming on and off after supposedly being fixed.

  Business response

  07/01/2024

  We will look into your tag. We've already covered the other items before.

  Customer response

  07/01/2024

   
  Complaint: 21920444
  
  I am rejecting this response because:

  I have not got refunded for the rental
  
  Sincerely,
  
  ***********************

  Business response

  07/03/2024

  We offered him a free rental that he rejected. He sent us a fake rental bill to pay for $200 per day. We will not pay it. He agreed to a check we sent him to have is bumper fixed. Now he sent us a bill from a place that doesn't do paint repair. They wrap the whole car. He refuses to update his address on his drivers license so we can't get his car registered. Lexus of Tampa Bay considers this closed.

  Customer response

  07/03/2024

   
  Complaint: 21920444
  
  I am rejecting this response because:

  So you are going call the customers a liar. Especially after we just spoke to you on the phone and you never said any of this. You and your business are scam artist. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I bought a brand new Lexus RX 350 on 3/24/2024 with the promise to get a 2nd key for the car. After numerous calls and text to two sales people at Lexus I was told it can take up to 2 months and then it was communicated it could take a little bit longer. I reached out to Lexus again and now not one of them is responding. Today I called Lexus of Tampa parts department and asked how much a brand new key is for a Lexus RX 350 2024 and was told $ 275 plus programming which makes the key to cost over $ 500. I then asked if they had these keys available and they said yes. After the yes remark I requested to be transferred to the general manager *********************** and quickly the call was disconnected. I'm filing this claim as nobody is answering at Lexus and they don't seem to be willing to provide any answers or connect me to the general manager to resolve this easy issue. I have attached the text messages with ********************* who is the sales manager and **** who helped us with the sales transaction of the new Lexus. Both promised the 2nd new key with the purchase of a brand new 2024 Lexus.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My wife and I purchased a 2024 Lexus NX March 1, 2024. During the finance process they sold us 4 warranty packages, which we were unsure of, but with the understanding we could cancel them after the sale. They are: Lexus ********** $3,650; Lexus *********** $2,240; Tire and Wheel Protection $1,136; Cosmetic Wheel Protection $835. On March 7, I spoke with the Finance Manager and notified him we wanted to cancel the 4 warranty packages. He said he could not until the finance docs were processed in about 2 weeks. The way it works is Auto Nation would send checks to our lender to credit our loan balance. On March 18th he sent me a Product Cancellation Request which we completed and returned the next day. On May 24th, **** said the checks were being processed and I could call the check processing center to find out the status. They said checks for the Tire and Wheel Protection and the Cosmetic Wheel had been approved. The other checks had not been processed. As of Today May 6, none of the checks have been sent to our lender. Three months we have been paying interest on $8,041 and I am not confident they will follow through.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the codes where cleared but they came back on the same night. They then wanted me to drive this car back to Tampa while I was at ****** world with my wife after being told the car was going be picked up and I was going to be given a rental. I then make it to ******* and have to drive an hour from my house to the autonation dealership of ******* lexus of tampa told me to go. I get there the service advisor noticed that this car clearly been in an accident on the front bumper which wasnt in the carfax. It also needs a new battery and harness after i was told it had a new battery. While there no rentals were available. I get home I was told I would get a paid uber to go pick up a rental which has yet to be done and it's been days. I been asking about this rental and now it seems like I'm a burden since the deal is done. No one has called nor texted me about the car since friday. I will and have been out of a car for what will be week and a half now because they do not know how to go over their vehicles. If I could cancel this deal I would but I'm stuck with it since I bought it of state.

  Business response

  05/08/2024

      The Carfax shows the battery being replaced. If you send your receipts for your car rental and Uber, we will refund you as a good will. 

  Customer response

  05/10/2024

   
  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. I have attached my rental invoice and payment. 
  
  Sincerely,
  
  ***********************

  Customer response

  05/30/2024

   
  Complaint: 21611905
  
  I am rejecting this response because:

  I have already made this complaint and hard to get a response back. My paint on my front bumper has literally come off and I was lied to about it not being in an accident. I was supposed to get a refund for my rental after my last complaint here on the bbb and sent proof have yet to get that refund.

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

  Business response

  05/30/2024

  We provided a free loaner car for you and rejected it and chose to rent a high price luxury car instead. We will not pay for rental. Lexus of Tampa Bay considers this matter closed.

  Customer response

  05/31/2024

   
  Complaint: 21611905
  
  I am rejecting this response because:

  That is a lie when I got to the dealership there was no loaner available so please do not lie. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 28, 2023, I took my vehicle in because the speakers were blown out and my vehicle is still under warranty. I was told the parts necessary would be ordered and I would be contacted when they arrived. It has now been over 6 months of relentless contact trying to have this fixed with my calls always being sent to voicemail and never returned or being told there is no manager available to speak with. Providing a warranty at cost but not fixing whats under that warranty is FRAUD.

  Business response

  05/15/2024

  I'll jump on this right now and get back to you.

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