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:03/19/2025

  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.

  Do NOT do business with this dealer . Bate and switch ! I texted with **** sales *** and a manager I gave them EVERYTHING they asked for. I told them my cash down max and I told them my exact credit score . I just had it ran with a pre approval and had given them the reference number they said we are close and we cant see it go above 5550 a month exact words with all my information . Then they told me they would not move forward until I submitted the credit application . Then after I sent the application they waited over an hour after I was told it would be right away finally details . They come back with a 700 plus a month car payment . That is not real close that is well above the 550 I told them I would not go above . I am also filing a formal complaint with the better business bureau . They lied in text and here is the proof. They lied to get an a

  

  Business Response

  Date: 03/21/2025

  We were able to work it out with the customer the next day.

   

  Thanks,

  **** ******

   

• Initial Complaint

  Date:02/27/2025

  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 took my car for service to McGrath Lexus of Chicago with an ongoing trunk issue on February *******. The service tech ***** ******* received my car on Saturday. He said it would take a couple of hours to fix and gave a loaner. I called Wednesday, February 19 to ask him whats going on with my car I had not heard from him, he says to me oh I thought I called you. I dont know what number I dialed so I say to him Ill pick up my car on Friday because I work long hour days and I had a late start on Friday. February 21, at 11am I pick up my car, I have a scuff on the back bumper, I bring it to Davids attention I take a picture, he takes a picture said he would let the manager know. I left the dealership to go to work. I drive off and notice according the document says my odometer read ***** and out ***** when in fact read *****. I call **** Schamah (person who sold me the car) with my issue then noticed the crack on the passengers side upper corner, I asked who do I call in the service department to make the complaint, he gave me ***** number who is the service manager. I called ***** to tell him about the crack in the windshield and the bumper being scraped ***** tells me he would look at the cameras regarding the scrap. He said the tech fat fingered the mileage, and I may of had a crack in the windshield already and when they washed the car the crack appeared. I told him that none of the statements where true, he said he would look into the cameras and get back with me by Monday, February 24. I have yet to hear back from anyone.

  

  Business Response

  Date: 03/10/2025

  We apologize for the experience you have had. We have looking into the mile discrepancy and found the car was not driven off our lot by anyone. The Mix up was a result of miles not being updated when customer left the store and returned for repairs. Although, we do not know how or when the damage to bumper or windshield occurred.. We have take care of both items 

  Thank you,

  **** ******

   

• Initial Complaint

  Date:10/03/2024

  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 have Lexus Ct200h 2013 with 210k miles on it, My car broke down on April 27th 2024 with a follow up message on ************ P LOCK MALFUNCTION WHEN PARKING, PARK IN FLAT PLACE AND APPLY PARKING BRAKE SECURELY" so i went to McGrath Lexus Dealership to fix my issue on May 6th 2024 and i got my car back on May 8th 2024 with statement of "My car have Oil leakage issue which is making my car to stop working, Dealership cleaned the oil leak and car started working, and i was told i need to fix oil leak issue or issue will come back in future" i paid for that $448 and took my car from dealership, after 2 days on May 11th my car died on Freeway and i towed my car to dealership on May 13th with the mindset to fix oil leak issue which they addressed, but i was told on May 15th that this is electrical issue!! So i was misinformed first time and now they started to ask me for labour agreement for 3 hours which i agreed and they started working on my car!! After 3 hours they did not find anything so they took agreement for 3 more hours which i agreed!! After total of 6 hours digging into my car i was told i have a wire which is short to ground and my PCM is bad and need to be replaced and they need to rip of my dashboard and look for short wire and they wanted me to agree for 11 hours of labour which i declined and at this point my car have cut in my OEM wire caused by dealer! And i towed my car out because they were scamming me!! After 3 months of working my car slowly i found out it was issue with fuse box and there was no short to ground or nor it was PCM and i was miseaded by dealer so i contacted service manager but he refused to give me my refund and kept making new excuses i have every single proof of him stating false problem which was not correct!! I also have videos of technician stating all false statement which i cant attach here!!

  

  Business Response

  Date: 10/26/2024

  ***** *****,
  We apologize for your experience. We try our best to be honest and give the most accurate information when diagnosing cars. Unfortunately, electrical issues are very hard to diagnose. I would like to discuse this further if you are willing to give me a call at the store ************.

   

  Thanks,

  **** ******

  General Sales Manager

  McGrath Lexus of Chicago

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22375499
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  i tried contacting Mr. **** 2 days in raw where i had to wait in line to connect him and i was told that he will get back to me!! And i don't see a positive solution coming out from this! I had no problem if my problem was fixed or they at least gave me lead to solve the problem what dealership did is totally made assumption after i paid them almost $2200 i don't see a difference between a common man who doesn't know about cars and a man who works on same brands car everyday when he just going to assume the problem without knowing it and at the end it comes to an false statement! This dealership wasted my time and money which i cant get back, all i'm asking is for refund for the false labour they did on my car that is all! 

  

  Business Response

  Date: 11/08/2024

  We have spoken and have agreed to a credit with the service department.

   

  Thank you,

  Matt 

• Initial Complaint

  Date:07/30/2024

  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.

  Turning in Lease which I loved and wanted to keep but was informed that the increase in the interest rate at the time, it would not be financial benefit.Suggested/recommended auto work into my financial plan was a white, 2021 GX460 premium pre-certified auto. Nice car drove good but had several problems getting the ENFORM Navigation system, which is one of the main options I use being a Realtor and other electronic features to work properly. Dealer tried to assist but after many calls and conversations with the ENFORM and Lexus *************** representatives informed me that these options were discontinued and the dealership should have known. All of this happen after I purchased the car, I tried to take back and had the carfax pulled which showed the car was in an accident and was damaged, this was also never disclosed, I would have NEVER accepted. I am so disappointed in the Lexus ******* Dealership was expected much more dependability than that. I have plenty of messages, paperwork etc

  

  Business Response

  Date: 08/12/2024

  Dear ***********************-seals,

  We apologize for any unhappiness that you have felt from your GX purchase. We want nothing more that for our guest to be happy. I know the frustration that you had with getting the correct answers on the availably and how Enform worked.    We worked with corporate and paid to extend the subscription for the ENFORM.   We knew how unhappy you were with the purchase due to the working of the ENFORM system in that model.  This is why we  traded you our in to the new RX with significate saving to help. Hopefully you love your new car.

   

  Thank you,

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

   
  

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22062542
  
  I am rejecting this response because: Im am not satisfied with the outcome from Lexus financial or McGrath services and support because the navigation system has flaws in the system and most of all I have still not received any feedback or word as to when I will receive my second key that I was promised by the company to gave by the middle of June 2024. Still do not have any response about when I will receive a second key.
  
  Sincerely,
  
  ***********************-seals

  

  Business Response

  Date: 08/21/2024

  *****************************,
  The second key is on back order from the manufacturer. We apologize for the delay usually takes up to 6 months for the keys to come in.
  However, I called Lexus corporate on your behave and they are expediting the key for you. We hope to have a key later this week.
  
  Thanks,
  ****

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22062542
  
  I am rejecting this response because:
  As usual the company gave me false information regarding the delivery of my keys.
  Sincerely,
  
  ***********************-seals

  

  Business Response

  Date: 09/07/2024

  ..***********************-seals,
  It looks like you got your second key on 8/28/24, again sorry for any delay, as this is a manufacture delay in the parts nationwide.

   

  
  Thanks,
  Matt

• Initial Complaint

  Date:01/25/2024

  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.

  Unwanted mail solicitations. I wrote to McGrath Lexus of Chicago on March 7, August 18 and October 7 - in 2023 - asking that they cease sending me promotional mailings. They have ignored all three of my requests. Please ask McGrath to stop sending me marketing emails. Thank you.

  

  Business Response

  Date: 01/27/2024

  I want to apologize for any unwanted emails. We looking into our systems and do not see your info in our database. I did try to call to find out if you have another email, or if its a 3rd party emailing. If you could please call me at the store ************ and ask for *********************.

  Thank you ,

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

  McGrath Lexus of Chicago

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

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21199681
  
  I am rejecting this response because: I was asking you to stop mailing promotional materials to my address: 

  ***********************************************************************;

  My complaint has nothing to do with emails.  

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

  

  Business Response

  Date: 02/25/2024

  We apologize for any unwanted mail, I've reached out few times to verify what mail you have gotten. I don't see any of your information in any of out systems for marketing. I also reached out to 3rd party companies that we use to ask them to remove you from mailing.

   

  Thank you,

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

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21199681
  
  I am rejecting this response because: I just received another mailing on February 21, 2024.  I have attached a picture of the mailing to this response.  Please remove this mailing address from your mailings to me.  Thank you.  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/14/2024

  Thank you for sending the picture of the mail.

  I have reached out to that 3rd parry to ask them to stop sending you service coupons.

  Please let us know if any other unwanted mail comes.

   

  Thank you,

  ****

• Initial Complaint

  Date:11/14/2023

  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.

  Purchased a vehicle from McGrath on 7/31 and flew from *********** to Chicago on 8/9 to pick it up. I was told I could not put a deposit on the vehicle, I must pay in full. Over the phone, the salesperson assured me of the car's flawless condition. The website and CPO report supported this claim. However, upon arrival, I noticed significant issues scratches on the hood and a white stain on the driver's rear door. The dealership attempted to address it, but the stain persisted. Salesperson spoke with the man who brought it back in another language, man shrugged and walked off. Salesperson told me he's seen it before, when I get home put a little wd40 on a rag and it will wipe right off. It didn't. A subsequent visit to a professional detailer immediately revealed the door damage as permanent acid etching, requiring costly repairs. Despite my attempts to communicate with various employees, my concerns have gone unanswered. I reached out to Lexus Corp, and they confirmed the sale paperwork was in order but advised me to contact the dealer for paint-related issues. *********************, whom I spoke to, requested pictures and a repair quote. When I inquired about the status of my temp tags nearing expiration, He said he needed an insurance card from me before they could even apply for plates. I'd submitted an insurance card without the new vehicle listed on it before purchase, which had been acceptable up until this moment. After providing the requested information, **** offered only $500 for repairs, despite estimates for the acid etching alone exceeding $2400. He also asked me to remove my negative reviews since they were offering a check, an offer I found unacceptable. Multiple follow-up emails regarding the overdue temp tags have gone unanswered, with only one vague response Nov 2nd. Nothing has been sent, and there's no information on the plate status, which expired on the 5th of November.

  

  Business Response

  Date: 11/27/2023

  Dear Mr. ********, 

  We apologizes for any inconvenience you have had. Unfortunately, we can not control the *** and the paper work for the plates. The process was delayed because we needed your updated insurance card. Once we received that we now have to wait for your local *** to process. We have tried to help as much as we can.  With the paint issue, again apologize  for any dissatisfaction you have. We buffed the car for you before you took delivery, and appeared to meet your satisfaction. Once you got home, you contacted the salesman and mention you were not salified. We offered  $500 as a gesture of goodwill.

  Sincerely,

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

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20869368
  
  I am rejecting this response because:
  $2400 in damage was done to this vehicle between the *** report that was done by lexus and when I came to get the vehicle.  When I sent the money, I was told in no uncertain terms that the car was flawless.  The cpo report states no flaws.  I left with the vehicle when I was assured by the salesman after he talked with the employee who buffed the hood that "they've seen this before, it would come right off with some wd40".  $500 does not come close to the damage done.

  I was not notified you needed any additional documents until October 4th, more than 2 months AFTER the sale.
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/18/2023

  .We apologize for any inconvenience this may have cause. As soon as we got the Insurance card we processed all the paper work as fast as we could.
  Unfortunately, we can not control the *** of ********* and the time it takes to finalize the plates. With the blemish on the paint, we thought at the time of purchase we met your expectations after, we buffed the car. 
  We offered $500 as a gesture of goodwill.
  
  Thanks,
  *********************

   

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20869368
  
  I am rejecting this response because:

  Either the cpo report was falsified or your dealership did $2400 in damages to my car after it was purchased, before I could pick it up. Can you clarify which of the two we are dealing with so I can proceed accordingly?
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/21/2023

  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 have been receiving texts and phone calls from McGrath Lexus and VW for someone who is not me. Its for a lady named *****. She must have given them a wrong phone number for a trade in. In the last 3 days I received 3 texts and 3 phone calls for the car dealership looking for *****. I talked to a ********** who was to take my name and phone number completely out of their system on Monday. Did not happen.

  

  Business Response

  Date: 06/21/2023

  Tell us why here...To whom this may concern,

  
  We apologize for the incontinence , a lead was submitted trough a 3rd party with the wrong phone number.  On Monday we did update the system that the information was bad. However, do to this being a 3rd party lead, this lead was also given to other dealerships. Unfortunately, we do not have access or knowledge of what dealerships have the wrong info. We will try and reach out to the 3rd party to see if they can help update the system.

   

  Thanks,

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

  McGrath Lexus of Chicago

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

• Initial Complaint

  Date:06/08/2023

  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.

  The initial process seemed great. I went in and sold the car, gave them all the information they asked for. Since I was still paying off my truck, I was told McGrath Lexus would pay off my loan and then my bank would send me the difference that was overpaid ($9000). This happened 5/9/2023 I was told it would take a few weeks for me to get my check, I received a notice that my load was paid off, so I wasn't worried that there were any issues. The bank tells me that the loan was indeed paid off but I should be getting a check for the difference sent to me by McGrath. I called McGrath and I was told that they lost my contact information and could not get a hold of me.Then the sales manager continues to tell me he did try to get a hold of me last week, I asked how did you try to get a hold of me I do not have any missed calls, and you just said my information was lost. He brushed off my question and asked me to resend a copy of my license since they missed placed that and that was needed to release my check. I was told that now that they have my proper information ( again), they will send out a check to me, not once did they apologize for the losing my personal information or offer an explanation as to how any of that sensitive information is lost. Update- It has been almost a week since I provided my personal information AGAIN, I asked the sales Manager to call me to confirm that my check was sent out last week. Since they lost my personal information, Im a bit skeptical on trusting them. No call back from ******, I have left about 4 voicemails for the finance team no one has called me back, We drove to the location yesterday took us over an hour. Spoke with another Sales Manager that assured me he would look into this since he could not confirm if my check was sent out because the finance team leaves at 4pm. No call back no updates, this location is a joke. Dont waste your time, this has been nothing but a headache.

  

  Business Response

  Date: 06/13/2023

  To whom this may concern,

  We have checked all of our records and do not see that ******************************* as a customer of ours.

   

  Thanks,

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

  McGrath Lexus of Chicago

  Customer Answer

  Date: 06/15/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/31/2023

  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.

  On May 12, 2023, I purchased my 3rd RX350 from McGrath Lexus of Chicago. The vehicle was listed and advertised on the website as an L/Certified 2020 RX 350. Prior to my leaving the dealership I noticed and communicated the below small concerns:The vehicle was missing the tonneau cover The vehicle was missing the cargo net The vehicle was missing a manual The vehicle was missing the center console storage containers These concerns were addressed prior to my leaving the dealership and I drove straight home and parked the vehicle in my garage. There are several scratches on the plastic window molding and dents in the chrome window molding On Monday, May 15, 2023, reported this to the sales manager and showed the damage. I was told I'd be contacted by service I did not hear back from anyone for the remainder of week, so I called the manager on Friday, May, 19th, 2023, wherein he informed me that he had just escalated to service that morning and also informed me that someone would be contacting me to schedule service once the parts were received. Another week passes and I hadnt received an update, status, or any other form of communication.I phoned Lexus Corporate, as the L/Certified verbiage stated my ability to escalate to them and I was informed, quite emphatically, that my vehicle is not Lexus L/Certified. The L/Certification number is not present on my documentation as well. I began looking over the car more closely; I found additional damage. Both passenger side rims are damaged with curb rash and there is a crack in the windshield on the drivers side. I took the car back on Saturday, May 20, 2023, after not hearing from them for yet another week. They scheduled a service appointment and the car is with them as of Tuesday, May, 30, 2023. At this point, I have veery little faith in a satisfactory outcome because by this time, I have witnessed a total systemic breakdown in operations, quality control, and customer engagement.

  

  Business Response

  Date: 06/06/2023

  To whom this may concern,

  We apologize for any inconveniences ********************** had. We have made sure the car is and will be L/Certified with Lexus. We also performed an extra inspection to make sure car meets Lexus standards. We replaced the scratched molding, and repaired the scuffed rim. I spoke to ********************** today after picking up his car and he sounded very happy.

   

  Thank you,

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

  McGrath Lexus of Chicago 

   

• Initial Complaint

  Date:03/19/2023

  Type:Sales and Advertising 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.

  Purchased **** Lexus LS430 on 09/26/22. Paid cash and received the car with 90 day tags which expired 12/31/22. Waited for the title paperwork to be transferred to plate and register the vehicle for company use. Received the title and McGrath and Lexus did not transfer the title into their name so the title could then be transferred into mine. The previous owner of the vehicle was deceased, I received the death certificate and was told to obtain power of attorney which I did to title. The *** needed the title to be placed into McGrath of Lexus name. The title was sent back and they have not made any progress. They sent the title back to the *** without making any changes. Once the title paperwork was received began working on this process, and no changes have been made since 12/22. Told the dealership I needed this vehicle for company use and had not been able to use the vehicle. They advised they would purchase it back for market value, which is half of the price I purchased it for. Now I am $8,200 invested in a rental vehicle, the Lexus I purchased is not insurable as it does not prove I have ownership. The customer service has been nothing but disrespectful and unaccommodating. This was something as simple as transferring the title to their name first as they purchased it from the *** of the deceased. McGrath Lexus received full payment for the vehicle as I thought I was purchasing the vehicle straight from the Lexus dealership. In the many cars purchased I have never received such incompetent service. This was going to be my primary vehicle, not only am I out enormous amount for a rental but also the time they have taken away from me from my job to run all over gathering documentation they have not utilized.

  

  Business Response

  Date: 04/19/2023

  To whom it may concern,
  We apologize for any delay in this process with the title. Unfortunately, the *** of Nebraska was unable to process the title with the paper work we had. This was a very unique situation with a car being sold to us, with the owner being deceased.  We Gave ************** that paper work he requested, yet Nebraska *** still would not process. We also tried at no cost to the customer to have our 3rd party company process his title.  Still unable to get the title process with ********. We then had the title transferred over with the state of ******** into our name and sent that to the customer over the weekend. We apologize for any inconvenience this may cause, we tried to expedite and get all paper work as fast as possible. However, with the different states *** involved this process took longer then expected.
   
  Thanks,
  *********************