ComplaintsforLexus of Winter Park

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was being serviced at Lexus Of Orlando. A saw was left in the loaner vehicle I contacted Lexus 45 minutes after leaving they confirmed that it was there and to pick it up at the loaner counter. When I arrived there 45 minutes after speaking to them they said that they did not know where they placed it. Tge cost of the saw is 700$ and they arent even willing to pay half the amount.

  Business response

  08/09/2024

  We have reviewed the guest comments and reached out to our guest.  We have provided a reasonable solution to the guest's concern and she has agreed to settle this matter. 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called the salesman who sold me my car and he instructed me to drive 2.5 hours to come in the dealership to sign paperwork pertaining to cancellation of warranty. Later I found out from another employee that this could have been handled via phone by the warranty department that there is a direct number to call. I was not given this number by my salesman. I need an explanation. I feel this situation could have been handled differently if the salesman and receptionist was made aware by employer as to what information and advice should be given to customers for different inquiries. Salesman knew what I needed but repeatedly told me the only way this is handled is to come in. Text messages too.

  Business response

  08/07/2024

  Thank you for bringing this guest comments to our attention.  When a guest is requesting to cancel a purchased warranty, depending on the warranty that is being cancelled, there can be several ways to process the cancellation.  It is unfortunate that the guest was only provided one option, and the guest experience and comments have been shared with our department head for review.  No further action will be taken at this time.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a long time customer of the ********************** service department. On January 23, 2024 we towed my son's car to the shop because it was making an odd noise. The car was still fully operational but we choose to tow it because we had towing coverage and we wanted to ensure he didn't get stranded. Lexus had the car for several days and struggled to get a diagnosis. When they finally did, they diagnosed the car as having contanminated gas. They proceeded to do the necessary repairs and the car was finally ready for pick up on February 8, 2024. On February 10, 2024 we went to pick up the car. When it was started there was a tremendous amount of smoke coming from the car. We were told that would eventually wear off. My son drove the car out of the service bay and the smoke continued. The car would not go over 25 miles per hour so we returned to the service department immediately. Lexus had the car for another week and we were told they couldn't get it started and there was nothing else they could do for us. After paying $1,853.91 we were left with an inoperable vehicle. After trying to reach a service manager for days on end we finally received a call back and were offered $1,000 service department credit for future use! What are we going to use it on? We no longer had a Lexus to service and were told they couldn't fix the one we brought them! When we had to get the car towed back home there were new notes put into the invoice. I can only assume it was to cover the fact that the car was obviously misdiagnosed from the very beginning and whatever they did caused these issues. The car was running when we brought it to them and now we are left with a vehicle with only ******* miles rotting away in our driveway. None of the updated notes were ever discussed with us but added after the car was no longer able to start. They claim there was metal in the oil filter element but never showed proof of any of the "UPDATED" issues added to our invoice!

  Business response

  07/25/2024

  Thank you for bringing this matter to our attention. We apologize for the inconvenience and frustration experienced by *********************** with his recent service visit.

  At Lexus of Winter Park, we take pride in providing exceptional service.  Our internal review reveals that when the vehicle was first brought in it to our dealership it was not operational.  The customer indicated that while driving the vehicle it was making a noise and he decided to tow the vehicle in. The guest approved the initial diagnostic which determined that there was contaminated gas.  We addressed the no start concern with customer approval.
  
  However, once the no-start issue was resolved, our technicians discovered a knock in the bottom end of the engine, indicating a more serious issue. Our records indicated that on a previous visit on July 22, 2023, this vehicle was diagnosed with an oil leak and the guest deferred the recommendations to address this concern.  This may have caused the engine failure as indicated on the recent visit.
  
  We understand the guest's concerns and frustration, especially since the vehicle was no longer operational.  *********** performed at this most recent visit addressed the no start concern and the guest was advised of the engine knocking noise.  As a goodwill gesture, we offered $1,000 service credit for guest satisfaction.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had my car serviced at Lexus of Orlando and money was removed from my vehicle. ************************* advised me to call law enforcement and that there was nothing she could do.

  Business response

  06/17/2024

  ************** was advised that we would do an internal investigation regarding her claim of the missing money.  We advised **************, that we do not tolerate theft and if we discover anything in our investigation we will prosecute to the full extent of the law.  ************* demanded we provide her our employee names so that she could press charges.  We advised ************** that we would not be able to provide her any of our employees information.  She threatened to call the police and file a report to press charges.  We advised her to proceed with any action she felt she needed to do.  Our investigation has not revealed any new information and the dealership has closed this incident as unresolved.  As a goodwill gesture we would be happy to send ************** her missing $20.00, if this will resolve the issue for her.

  Customer response

  06/17/2024

   
  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

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my profound dissatisfaction with the services I have received from the Lexus Orlando Service Team. As a proud owner of a 2021 Lexus NX 300,purchased in October 2021 with approximately 8000 miles, I was initially excited about my purchase and eager to enjoy my car as a single mother, a significant accomplishment achieved independently.When selecting my vehicle, I was meticulous about my preferences, including the interior and mileage, despite it being a pre-owned vehicle. I trusted in Lexus's renowned reputation for luxury, dependability, and premium comfort. However, my experience with the service department has left me deeply disappointed.My primary concern lies in the lack of empathy, compassion, and interest shown in resolving the numerous complaints I have raised, both locally and on the corporate level. I have made multiple visits to the dealership regarding a recurring issue with the brakes, initially reported on 9/11/23. Despite five subsequent visits, including the replacement of brake kits, the issue remains unresolved.Service Advisor ********************************************* acknowledged that the brake issue is a known manufacturer problem with no permanent fix, leaving me feeling concerned for my safety and that of my family. Despite repeated attempts to address the issue, I have yet to receive a satisfactory resolution.On my last visit, I met with ***, a Master Diagnostic person flown in from ********************* Manager *******. Despite assurances that there were no issues with the vehicle, I am now told that the brake pads will be replaced, causing confusion and anxiety.I feel manipulated by the corporation's lack of transparency regarding the issue, and I am no longer confident in the safety and reliability of my vehicle. I have attached all of the service record proving that it has not been repaired and the problem still exist. I am seeking a refund, repair or repurchase.

  Business response

  06/06/2024

  ******************** purchased her vehicle Pre-owned from a non-Lexus location.  She proceeded to open a Lemon Law case with Lexus Corporation.  She can either continue with the Lemon Law process with Lexus Corporate or Lexus of Orlando will be happy to review her options with trading out of the vehicle.

• Initial Complaint

  06/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi I am requesting a refund amount of $557.I bought a car from Lexus dealership in winter park on April 27, 2924. They offer me ***** for my Porsche cayenne and I gave them a check for 8500 (4500 to pay off my old car and $4000 toward the new car (2021 Lexus RX 350)The company that manages the loan for my Porsche was closed when I was buying the car. I was not sure what the payoff amount was. I thought it was less than ***** but was not sure, but to be sure I didnt owe the dealership any money I told them *****. The sales manager also mentioned that he would refund me any difference in a few days.I provided the pay amount from my finance company on the following Monday. The actual pay off amount was *****. ***** ***** = 557 (Refund amount)On May 16, ***** told me that the refund check was sent on May 15. I never receive a check and every time I call Lexus to speak to the manager no one speaks to me. They keep transferring me to some voice mail and when I leave a message no one ever calls me back.I also mention to ***** that I did not receive the check and he never responded.I am extremely disappointed by this experience because I was excited to do business with this company. This is the first car that I have ever bought in ******* and so far, it is not a good experience. I most likely, wont buy a car from them in the future based on this experience. This is my third Lexus and the worse experience ever.Note: The manager was sunny, and the phone number is **************.The salesperson was ***************, and her number is ************.

  Business response

  06/05/2024

  We have contacted ************** and assisted him with the information he was requesting.  ************** will contact us if he needs any further assistance.

  Customer response

  06/05/2024

   
  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

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently purchased my third car a 2018 RX 350 from Lexus of Orlando. There are several issues with the car that I was told would be rectified. Came on a Saturday waited hours nothing was fixed, was informed to come back that Monday for the items to be fixed. On Tuesday I get a call to pick up the car the same way I had left it because upon further diagnosis the costs to fix those items were not what was expected. The blurry back up camera would cost the company around $4K to fix so that I understand I am not even pursuing and will just pay to fix on my own due to just being a preference. As for the side mirror I requested that they refund me what I would have negotiated off the purchase and a spare key or allow them to fix it if I would not have to leave the car for a while at the location. Everytime I am told things will be made right, I hear nothing back. It is frustrating because my family has purchased 11 cars total from them and myself and my husband have purchased 4 cars the last 4 years. When it comes time for the sale all these promises are made and I have all of them in writing but when it comes to fix the problem or just communicate a resulution, no one contacts you back. If need be I will post all the messages where I was promised Lexus of Orlando would fix the problems.

  Customer response

  05/13/2024

  Lexus of Orlando has contacted me and my concerns have been resolved. I would like to close complaint. 

  Business response

  05/14/2024

  We have reached out to our guest and agreed on a fair and adequate resolution to her concern.  No further action will be taken at this time.

  Customer response

  05/14/2024

   
  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

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had agreed to purchasing a vehicle (2021 Porsche Taycan) on Monday May 6th from Lexus of Orlando. The numbers looked good and we agreed on proceeding ahead and I was asked to make an application for credit (30k down finance rest). The sales manager **** told me to provide some information such as passport and drivers license when I submitted the credit application. I was ran 3 credit checks (1 from Lexus, 1 from ****** and 1 from **** of America). As Im also in the middle of a move I was asked to provide a pay/bank statement showing my new address in PA for finalize the transaction. On Wednesday May 8 I received the final statement from the from the bank and I was notified by ******* that the vehicle had been sold to another customer while I was in the middle of my financing application. Not only did the dealer not hold the vehicle (which I was told was a part of their policy when making an agreement) but they sold the vehicle without notifying me that it was still available for sale. I would like the Better Business Bureau to support me in this case with this dealership. I had three checks on my credit that I would like removed.

  Business response

  05/24/2024

  ************** was interested in the afore mentioned pre-owed vehicle and at his request we made several attempts to get the required financing needed to purchase this vehicle. There were several challenges with requested documentation that the financial institutions required.  Due to this, the vehicle was not removed from our sales inventory and was still open to purchase.  Another interested party was able to purchase the vehicle and took delivery.  At no point did we imply or advise that this vehicle was removed from our inventory, because there was no guarantee that ************** would be approved.  Ultimately, ************** was declined for financial assistance by all three financial institutions.

  Customer response

  05/24/2024

   
  Complaint: 21687794
  
  I am rejecting this response because:

  It was implied that the vehicle was sold to me pending confirmation of financing application. This is confirmed to me by *** one of the sales directors who told me that when a vehicle purchase is made, the vehicle is removed from the showroom and put in a holding area. **** also confirmed to me that she should Have made me aware that the vehicle was still available for sale After we had made an agreement on the numbers and began the credit application. id like to also outline that we made the deal to purchase the vehicle on Monday and my letters of updated address were completed by Wednesday. This is a two-day waiting period on a vehicle.
  
  

  Secondly, the requests that were made to the financial institutions were not declined. As I recently changed my address, the finance advisor requested an updated utility bill to prove residency at that address. The reason why the financing didnt go through in the end was not because of a decline, it was because the vehicle was sold before financing could close. Hence, my request to have all three credit checks removed from my credit file.

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

  Business response

  05/28/2024

  The dealership was authorized to do a credit check because ************** authorized the credit inquiry when he filled out and signed the credit application.  No action will be taken by the dealership at this time.

   

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1. I was sold a car without getting a title. I have called the dealership many times only to have to leave a message with no one ever calling back.. No one returns my calls. I am constantly put off and can NOT get a title to my new car!2. I paid $240.00 for a rear weather cargo mat and a key cover. I was told they would be mailed to me. They were never sent. I called back after I found out they had them ij stock and was told again, they would be mailed to me. I still have not received them.

  Customer response

  04/23/2024

  This dealership is Lexus of Orlando on
  ************************************** *****it is not in Winter Park. The Major Blvd. was listed and it automatically went to Winter park.

  Customer response

  04/24/2024

  This complaint should have gone to Lexus of Orlando,.Not Lexus of Winter Park.

  The address is *************************************************************************************

  When I clicked on Lexus of Orlando on your site , it must have gone to Lexus of Winter Park, not Lexus of Orlando. 
  Can you please change this.

   

  Thank You

  Business response

  04/25/2024

  We have contacted the guest and addressed her concerns.

  Customer response

  04/25/2024

  I was contacted by Lexus about the title and was told it was mailed to the dmv weeks ago . They said they are re-sending it so we can get the title. She also said they are mailing us a key cover we paid for. I am waiting to see if we do get the title and key cover before I close this out.

  Thanks

  Customer response

  05/05/2024

   
  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.
  They sent me the title and the missing key holders. 
  Sincerely,
  
  *********************************

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against Lexus of Orlando/Winter Park regarding their failure to fulfill their financial obligations and lack of communication with me as a customer.On April 5, 2024, I provided the Finance Manager, *****, with an official letter from Apple ******************** regarding their lien holder release for title *********. This release was subsequently mailed to Lexus of Orlando on April 8, 2024.During a face-to-face meeting with ***** on April 15, 2024, we discussed the importance of confirming whether the accounting department had reviewed the letter provided by Apple FCU. I requested *****'s assistance in following up with the accounting department to ensure prompt action.Despite my efforts to communicate and resolve the issue, I have received no response from ***** or the accounting department regarding the status of the lien holder release letter. I emphasized to ***** that if the accounting department had not reviewed the letter, they could contact ****** directly for confirmation and the date of the removal of Apple FCU as the lienholder on title *********. The FLHSMV website provides this information, offering a straightforward solution to the matter.Furthermore, I am deeply upset to learn that Lexus of Orlando has sold my 2023 Lexus IS350 (VIN: *****************) on April 13, 2024 without providing me with the equity owed amount of $26,804.82. I sold the vehicle to them on March 25, 2024, and expected to have received payment by now. Despite my attempts to contact the Finance Manager via email, I have not received any response or acknowledgment of my inquiries.This lack of communication and failure to fulfill financial obligations is unacceptable and has caused me significant frustration and inconvenience. I expect Lexus of Orlando/Winter Park to address this matter promptly and provide me with the equity owed amount without further delay.

  Business response

  04/17/2024

  ******************** sold his 2023 IS350 to Lexus of Orlando and the documents signed by ******************** included our Purchase Unit Document.  This states that equity checks are only issued when the title of the sold vehicle is received by the dealership.  Since this vehicle had a lien, this process can take 15 to 30 days, depending on the lienholder.  The title was received by our dealership on 4/16/24, the check has been drafted and will be ready for pick up on 4/18/24.  We have made attempts to reach the guest to advise.

  Customer response

  04/17/2024

   
  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. I have removed all negative reviews about Lexus of Orlando & Lexus of Winter Park from all social media platforms ************ reviews and ***********. I appreciate your assistance with this matter and hope you have a great rest of your day.
  
  Sincerely,

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

*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. ↩