ComplaintsforLexus of Winter Park

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took the car to the dealer shop to fix a tire pressure sensor and when we came back home the ** stops working , we took the car again to the dealer shop and they told us that was a *********** that affected the ** condenser , therefore they are charging us ***** because they are saying that kind of problems are not covered bu the warranty. The car is a brand new one , 6 month of usage and just ***** miles . We don't even use that much the car and to be honest that car apparently is not a good quality car because at the dealer they are not selling any, If a *********** will affect the car during normal driving , what else we can expect ? It could be a car design problem or the car was even affectted during the second visit to the shop . This is the 3rd time we take the car to the shop. We need the car to be fixed at no cost and after that we need to exchange the car for a better model , we have spent around ***** in 6 month taking in consideration down payment and monthly payments .We are very dissatisfy with the car and the dealer. Apparently they just don't care and definitely is not the quality we expect from Lexus.

  Business response

  03/06/2024

  ******************** brought his vehicle in for an AC concern.  The outcome of the inspection determined that the concern was due to physical damage to the condenser causing a leak,which is not covered by the vehicle warranty.  As an attempt to assist the guest, the dealership made a request to Lexus Corporate for consideration of possible assistance on the repair.  Lexus gathered information and reviewed the request, unfortunately, they declined to provide any assistance.  ***** was advised and they reached out to their ************************* to submit a claim.  The repair was authorized by *************** to be performed, and the guest is responsible for their deductible once the service is completed.  The dealership declines any assistance regarding the cost of the repairs. 

  Customer response

  03/06/2024

   
  Complain*: 21375629
  
  I am rejec*ing *his response because: Firs* you are assuming *ha* was a hi* and *ha* caused a ****=mage , however , i* happened  af*er we piked up *he car from your shop. Second we jus* saw a leak on *he condenser , *he car don * any physical damage . Third if a li**le objec* can damage  a par* *ha* is inside *he engine area , *he car is no* well designed or pro*ec*ed so *ha* should be covered by *he warran*y . Four*h  Geico jus* covered par* of *he repair because I need *he car bu* we had *o    pay $1,000 . Fif*h *his is Lexus and expensive car and you spend money *o  avoid *ha* kind of problems and if during normal ridding or usage *ha* is going *o   happen wha* else we can expec* , *hose car should be buil* *o    resis* normal wear and *ear . Six , I spoke *o    an experienced *echnician and he *old us *ha* wha* Lexus is saying abou* *he damage is almos* impossible *o    happen specially because is a Lexus and is suppose *o  be a s*rong and durable car . Seven *he didn'* reduced me a ***** of *he job cos*, is *ha* Lexus cus*omer service philosophy ? 
    more 
  Sincerely,
  
  *****************************

  f

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trying to buy-out a lease from a friend. Lexus of Orlando has been uncooperative. Not providing documentation required by my bank such as payoff balance. Impossible to reach them via phone, everything has to be done in person. Original documents provided were completely wrong. Feeling like they dont want to release the vehicle. Discriminatory, unprofessional and unfair business practices.

  Business response

  01/03/2024

  ****************** was advised of her options to purchase this lease through our dealership. Our company policy regarding any Lease Buy Out is that we will only accept financing with previously established financial institutions. We are a privately owned business and have policies in place that *** not be the same at other dealerships. The benefit of doing her Lease Buy Out with us is that we do not charge a dealership fee where other Lexus Dealers do. ****************** authorized ** to submit financing through **** of America and she was approved.  We provided her with financing information and she would let us know if she wanted to proceed.

  ****************** is not obligated to purchase her lease with our dealership and could complete her Lease Buy Out with any Lexus dealership that accepts the financial institution of her choice.  As she requested, I reached out via phone and email to review her options again.  I have not received a response from *******************

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I unsuccessfully tried reaching out to anyone in finance last Thursday, Friday, and again this morning May 27th. I was assured after my visit on May 9th that all the processing for our title of our Lexus GX460 was completed on the company's end. I am now opting to document my attempts to communicate with the location. I have been on the phone with the State for 2 hours multiple times and they have told me that according to their records it is the dealership that has not yet completed their side of the paperwork for our title to be processed. We are waiting to sell this vehicle and every day that passes we are losing money as they already are aware. Both the local DMV and State have now separately confirmed it still sits with the dealership. The service that we have received has been absolutely unacceptable and unprofessional, even when in the building for the transaction over 2 weeks ago.

  Customer response

  05/25/2023

  Yes, please continue to cancel or close this case it has been resolved
  

• Initial Complaint

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a new vehicle from Lexus of Orlando April 2022. I also purchased an additional tire/wheel warranty package. I attempted to file a claim and was informed the tire/wheel warranty package did not cover my tires. Why would the dealership sale or even suggest I purchase a "fully covered, no questions asked warranty" according to the finance person, if it does not even cover my particular car's tires?!?! Regardless, I called several times to speak to someone about the matter and no one would answer my calls or returned any messages I left. I had to drive to the dealership and wait for over an hour for someone to speak to me. I requested a refund with the dealership, completed the paperwork, and was told it would take 3-4 weeks for the refund to come. This was in December 2022. Now February 2023 I have not received the refund, and no one has returned my calls at the dealership. I am requesting a full refund since I was deceived and sold a warranty that I cannot even use. If at any point the sales and or finance person would have told me or suggested that the warranty does not cover my tires, I would not have purchased it.

  Business response

  02/14/2023

  We have processed the refund of the Tire and Wheel Warranty that was purchased.  Once the funds are received a disbursement will be issued.

  In the interest of customer satisfaction, we will be providing a full refund of the cost of the warranty purchased.  However, the refund check must be sent to the lienholder to reduce the principle amount of the loan.  We will not be providing the refund directly to the customer.

  Customer response

  02/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Please tell me when the money will be refunded, since the initial request was in December 2022.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  11/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 10/26/2022, I checkout my car from Lexus of Winter Park, when I started getting this problem of slight chocking of car Engine. I was all set for a road trip and I was not able to show my car immidiately. All the while I was on the trip I had the problem, and I distinctly noticed it whenever had my car started. I checked with Lexus of Winter Park, again, and asked for an appointment on 11/9/2022, unfortunately I had to cancel that due to Hurricane Nicole in watch. On 11/12/2022, I was trying to start my car when it completely stopped. The Engine lights were on, the regular electronics were ON, but the Engine was not starting. The batteries were definitely at good shape, because the electronics were ON and there were NO sign of batteries on the info-screen. Following that, I had to call GEICO road-side assistance and they came in and tried starting the car by themselve and thats when it got started. I drove the car to Lexus of Winter Park again, and asked them to see what is the problem, I was up front charged with a diagnostics charge of around $160 with having any accountability of the fact that I just had my car serviced from there, and despite complainting about choking issue that I had. I went ahead with the service and continued with them so that I can get the car fix done first. On 11/15/2022, I went to collect my car, when I was informed that my car had to replace the battaries. I was in a state of shock to know that battaries could cause problems on the car to not start. This is something not possible, the car had perfectly working battaries, and when I had the car not getting started, only the engine lights were ON, not the battary light. This looks fishy to me, it is something to do with their service with had got my car to a shape that it stopped turning on, and I am suspect Lexus of Winter Park is fraud in hiding the truth and charging customers unethically. They also are not taking accountability of their service work.

  Business response

  01/09/2023

  Business Response /* (1000, 5, 2022/11/18) */ *************** brought his vehicle in to our dealership on 11/12/22 for a no start concern. We performed a diagnostic test of the battery which determined that the battery had failed due to a bad cell. The battery was still partially covered under warranty because the battery had recently been replaced in June 2020. The guest had also indicated that a check engine light was displayed, we performed a Health Check, and no codes were stored. The check engine light may have been caused by the battery failure. The guest was only charged for his portion of the pro-rata cost to replace the battery. He was not charged for the diagnostic fee. Consumer Response /* (3000, 7, 2022/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) There were no battery problems in the car to start with, based on what was observed. While the ignition was failing, the lights and electronics were turning on and working perfectly fine. The battery lights in the dash were NOT alerted. I drove the car from my home to Lexus showroom without getting jump started. Only the Car Engine lights were ON. How are you going to explain this? Business Response /* (4000, 11, 2022/12/12) */ We performed the recommended repair according to the diagnosis. As previously stated, no other codes were found. If the vehicle check engine light is currently displaying, we will be happy to do a re-inspection at no charge. Consumer Response /* (4200, 13, 2022/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The problem is that you did NOT "performed the recommended repair according to the diagnosis." I came to Lexus of Winter Park on 10/26/2022 - regular maintaince servicing - and you have not followed the right procedure to make sure my car is drivable. Why did you not check the battery conditions then? Why I have to come back in less than a month after a regular maintaince servicing with that my car is not starting? Does this calls anything to the quality of work you are doing? I called a original Lexus Service center in a close by city and they told me that battery conditions are checked as part of their regular maintaince servicing. So, I am asking Lexus at Winter Park, directly and respectfully as a consumer, these simple questions: 1. Do you check battery conditions at regular maintaince servicing? If not why? 2. Do you take any guarantee of your serving work? A car goes out of your service center paying full servicing cost, and breaks down soon after that, do you provide any assistance or not - without charging additional to see what went wrong? 3. Does in Lexus cars - engine lights turn ON - when battery goes bad - while battery lights show nothing? And electronics and lights all work perfectly as usual - yet battery is completely bad that it cannot start the engine?

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new 2018 Lexus RX 350 from Lexus of Las Vegas. They and their sister dealership, Lexus of Henderson, have performed all routine maintenance. Earlier this year, I received a notification from Lexus of Las Vegas while performing routine service that my vehicle needed a new water pump. My vehicle had less than 75,000 miles on it. I contacted Lexus corporate and they agreed to cover the cost due to the part failing prematurely. Immediately following the water pump replacement by Lexus of Las Vegas, a slew of mechanical issues ensued. Immediately following the water pump replacement, the car had a major oil leak. Lexus covered the cost of the repair. Immediately following the oil leak, an O2 sensor malfunctioned and needed to be replaced. Lexus covered the cost of the repair. Prior to and immediately following the repair of the O2 sensor, my "check engine", "ICS Malfunction", and "Take your vehicle to the nearest dealership" lights began coming on intermittently. The service director at Lexus of Las Vegas ran a diagnostic and said everything was fine. Nonetheless, these lights have continued to come on intermittently. Just prior to relocating from Florida back to Nevada in 08/22, I began hearing a rattling sound immediately following routine maintenance at Lexus of Las Vegas. Lexus of Henderson identified the issue to be a loose heating plate and assured me the vehicle was safe to drive to Florida. Immediately upon arriving in Florida, I visited Lexus of Orlando. Their mechanics are stating the heating plate is fine but the vehicle needs a new catalytic converter. The service directors at Lexus of Las Vegas, Lexus of Orlando, and the executive admin for Lexus Corporate have each declined assistance in resolving the "current mechanical issue". Lexus of Las Vegas ceased communicating with me regarding the current issue when I left Las Vegas, Lexus of Orlando has stopped communicating with me, and the executive admin is also not responding to my emails.

  Business response

  10/27/2022

  Business Response /* (1000, 5, 2022/10/03) */ We appreciate your feedback, and it is unfortunate that you have experienced these out of warranty concerns with your vehicle. Lexus of Orlando has provided you the services you requested as well as informed you of your available options for services not covered under warranty. We are always available to assist you with your vehicle needs and hope your experience with our dealership has been a good one.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contacted to Lexus Orlando and agreed purchasing a Lexus NX 450h luxury. The salesperson went over the vehicle configuration, and I agreed to purchase after the salesperson shared the final out of door price which includes a $4500 markup. She instructed me to go to Lexus credit pre-approval website to get pre-approval for financing which I did and I paid $500 deposit for the vehicle. The next day, I was contacted by her manager refusing to sell the vehicle to me. She stated that the vehicle is sold too cheap that the markup should be a lot more. Besides, I was told that previous price approval was an error, due to that they did not aware this vehicle is a plug-in hybrid which is in high demand. My purchase was rejected by the general manager. I cannot believe the big dealer shop like Lexus Orlando does not honor the purchase after collecting the deposit with this reason. It is not professional at all.

  Business response

  09/08/2022

  Business Response /* (1000, 5, 2022/08/22) */ We have been in contact with Mr.***** and have come to an agreeable resolution. Mr.***** has advised us that he is fully satisfied with the final outcome. Consumer Response /* (2000, 7, 2022/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) After they explained the cause. I understand that the issue was due to miscommunication. Lexus Orlando has made everything right and I was extremely satisfied with the purchasing experience in the long run. I will definitely considering buying from them in the future.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I buy the car in 2/1/2022 in lexus in winter park .We tell the sale person couple time if the car was in good condition because my husban and me are seniors and need a good car and he tell us yes because before the put any car in sale the mechanic shop check everything in the car.We pay 17,000 dolar in cash for the lexus car.After almost 5 months the car have the dash lights on .We bring the car to the lexus mechanic dealer and after 3 days they tell us the car have a lot of problems and the cost to repair will be more than 10,000 dolar.We try to tell them why that happened because when they sold the car to me they told me the car was in good condition and the shop check everything on the car and they repond they can do anything about it and they want to offer me 9,000 dolar.I call again today and the manager told me to bring the car to the other mechanic and I have to pay for the repair and parts because lexus cant help me in this situation.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/07/25) */ We have been in contact with this guest to see if we can work towards a fair resolution. Consumer Response /* (2000, 7, 2022/08/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have now the 2016 lexus.The Lexus of Orlando manager and team was very kind .Thanks

• Initial Complaint

  07/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Omar of Lexus of Winter Park treated me with no respect and I was not treated fairly. I was discriminated against and told a price that was not listed nor did the salesman Phi give me that price. Omar said everything in his power to discourage me from getting the car. Blunting telling me this is a very expensive car and I have to have excellent credit to get this car and put thousands of dollars down. After Omar spoke with my mom ( who had nothing to do with the purchase, she was there to help me look) he told us he would take the price back to the original listed price for her. While in the middle of the conversation Omar greets a gentleman walking in by the name of Doc. Leaving myself and family without saying goodbye, I'll be right back or anything. Omar goes to the guy greets him with a hand shake and a hug and tells him the car is one price ( same car, I was just talking to him about and he told the guy a lower price than he told me) after we waited for a while I ask to speak with a manger which Omar came over and asked why do I need a manager and he does not have anyone over him, and he does not know who is the manager and that everyone is over everyone. I could speak to anyone about him. A manager name Dave Land came out and gave me his info. And ask that I send him and email. I sent Dave the email and called to confirm he received it which he stated he did, but I never heard back from him. I also reached out to someone by the name of smickle and she stated I would hear something but I never had. This all happened back in June. Lexus of Winter Park should treat everyone the same and not up price cars on certain people.

  Business response

  08/16/2022

  Business Response /* (1000, 6, 2022/07/18) */ Ms.****** visited our dealership at Lexus of Winter Park to view a vehicle that she was interested in. She was assisted and provided information as she requested by our sales team. It is unfortunate that she feels her experience during this visit was not what she would like it to have been. My interaction with Ms.****** allowed us to document her feedback and provide it to our Training Manager for review. I did thank her for her comments and offered to have another associate assist her if she was still interested in doing business with us we would be happy to assist her. After we received this Complaint Case, we made yet another attempt to reach out to her to assist and she has declined our attempts pending the outcome of this case. We feel we have done our due diligence to assist Ms. ****. Consumer Response /* (3000, 8, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a call Saturday July 16, 2022 from a Brandon E********, who mentioned he was not aware of the situation. After speaking with Brandon he stated he has a Lexus ES (same car I originally came to purchase) in transit. Mr. E******** sent me the car info and I also sent him my complaint which I had previously sent to David L***, and S****** in Guest relations. Mr. E******** stated he would call me back once he looks more into the matter. A few hours goes by and Mr. E******** called back and stated he would take $1,0000 off the MSRP of the car. I politely declined his offer, due to several reasons. One being that I have been in contact with 2 other Lexus dealerships one in state and one out of state with the same offer, of $1,000 off MSRP as a summer special, even so much as being offered at another dealership $1,000 just to come and test drive the vehicle. ( the other 2 dealerships I have never been to the location and I only spoke with them via computer, and phone and they are offering more than Lexis of Winter Park for my business whenever they have been nothing but amazing and showed no signs of disrespect or discrimination) I am sadden and disheartened that Lexus of Winter Park allows discrimination at its location. As Lexus of Winter Parks states " We feel we have done our due diligence to assist Ms.******" it says a lot about them as a company bc they have done nothing for me, and I only heard back from them bc I contacted BBB. Despite me trying to get a resolution before contacting BBB or even the news channel for help. Lexus of Winter Park should be ashamed of the way they are allowing customers to be treated and they try to sweep it under the rug. This has been the only time I heard back from them and I was offered what I'm assuming is a special that's at every Lexus dealership. My respect for myself and morals are worth more than what Lexus had deemed it to be. I am not sure if it was bc I am AFRICAN AMERICAN, female, young, or what but I do realize what mistreatment is and it's the definition of Lexus of Winter Park.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Not usually go this route to file a complaint but I have the feeling that this should be shared with anyone potentially seeking to do business with Lexus of Winter Park & Lexus of Orlando ( Both owned by the same company here in Orlando FL) I bought an NX 350 AWD just a few weeks ago ( BRAND NEW ) On June 18 @ 7:00 pm from the sales manager CHANLIN SOK. Everything felt rushed by him through the last hours of operation since they were closing and its understood that they want to go home and all that but a DAY after June 20th after do a full inspection with the vehicle i sent photos to CHANLIN in regards the issues i found to which they are: - Right Fender Chip ( This was mentioned in the walk through on June 18th ) - Passenger Front Door belt molding was sticking out ( needed replacement) - Passenger Front Door Lower than the Rear Door - Passenger Rear Door has a Molding part attached that is sticking out and not aligned with the Quarter Panel Molding - Left Quarter Panel has dirt on the paint - Left Front Door & Left Rear door are extremely misaligned, non of the body lines align with each other. These are only a few of the issues I have with the vehicle. After taking it to the service department per the manager's request, I was told by them that all these issues are completely fine with the characteristics of the vehicle. I was told this by the Service Advisor & Manager (WILLIAM T******* & ALEX D****** ) They stated that the vehicle is completely fine and has no issues, even though it wasn't inspected by a Certified Lexus Body Technician which they don't have since its a service department. They took the easy way out and the vehicle was there for under 24hr. I was not happy and went and see the sales manager return the vehicle. They said they can't take it and offered me 10k under what I paid for. Because of the issues, he was supposed to issue me $250 for problems. The day after I never heard back and I got blocked by everyone in that department.

  Business response

  08/10/2022

  Business Response /* (1000, 5, 2022/07/14) */ We have been actively working with Mr. ******* to assist him in resolving his concern.

*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. ↩