ComplaintsforLexus of Orland

• Initial Complaint

  08/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 13,2023 I purchased a vehicle from Lexus of Orland, a 2018 ****** Rogue. When I purchased the vehicle I had no idea that the vehicle had been involved in an accident and the salesman didn't disclose this information to **** found out that the vehicle had been in an accident when I went to trade it in. The salesman informed me that I couldn't purchase the vehicle without purchasing the paint protection warranty provided by Auto ****** with a cost of $1599.00 I told him I didn't want this service, he replied he couldn't sale the vehicle without it. so I got the service. Once I traded the vehicle, I called Lexus of Orland and spoke to the business manager ***************************. I informed him I purchased another vehicle and wanted a refund on the extended warranty, the Auto ****** that I was bullied into buying as well as the gap insurance that he included without my knowledge. he informed me that I would be able to get a refund on the extended warranty and the gap insurance but not the auto ****** as soon as I could send him a copy of the payoff letter. I never used the service so I don't understand why I couldn't get a refund for this service as well, when I never wanted it to begin with. So if I had to purchase this paint protection, I sure the previous owner purchased it as well. so that means their getting paid twice for the same service for the same vehicle. I contacted Auto ****** to get a refund of the service but they told me they never received payment for this service, so they couldn't issue me a refund.. Auto ******- Registration No-*******

  Business response

  08/29/2023

  The vehicle had a minor accident listed on the Carfax report and was fully disclosed on our website and to **************. Attached is a signed copy of the Carfax report which is signed not only on the last page, but also on the front of the history report by **************. The Auto ****** program is completely optional and we are not opposed to refunding the amount paid for the program to **************. Since none of the wax applications were completed we will refund at 100% of the price paid.  Please feel free to reach out to our General Manager, ***** Kowalis. His email is ******************************************* We will verify the address and where to send the check for the refund of the program. Hope this addresses all concerns.

  Best,

  Lexus of Orland

  Customer response

  09/04/2023

   
  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

  03/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 3/15/2023 I had bought some car parts from Lexus in Orland Park with one part being a headlamp assembly. A few days go by and realized I didnt need the part and needed a turn signal lens. Returned the part on 3/22/2023 for a refund and as of today 3/29/2023 have not received my refund back for returning the part to the dealer.

  Business response

  03/29/2023

  We apologize for any delay. The credit card refund was processed yesterday (3/28/23) and should be back in ********************** account in a few business days. Attached is documentation that the refund was successfully processed through our credit card merchant.

  Customer response

  03/31/2023

   
  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

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 9 March 2022 I walked into Orland of Lexus for a vehicle. They had a 2022 Lexus RX350L which I managed to get financed at zero down. The very next day the weather was hazy and I noticed driving home I was getting motion sickness. never experiencing this before I went back to the dealership and asked if it was normal. the salesman I worked with got in my car and didn't see anything, I told him i was feeling sick driving the vehicle and I would need to return it if possible. He advised me to come the next day and talk to the service people. Nobody was able to see the issue. I asked if i could trade in the vehicle and get a Highlander I saw at their sister dealership but was told that was above my salesman's call. we made it up to the ** which gave me a loaner until a tech from Lexus was able to view the glass the following Wednesday. I emailed over the weekend to try to get a vehicle like my loaner and was offered a RX350L in kind different colors. I went in on Monday and was told no action could be taken tilt the 15th as the deal would have to be unwound. I left and came back on the 15th, I stepped in the new vehicle and still was seeing warped glass. I then noted to the ** that it was the tint in this model's windshield by placing a white floor mat in the windshield and concluded if the glass was "fixed" it would be the same glass based on all the 350Ls they had in stock. At the end of the day the only two options I had were to drive a vehicle that made me dizzy/sick due to the Lamipane Glass or trade it with depreciation and costs for a car to safely use. This forced me to pay $9000 to get a different vehicle in order to keep my family safe. Since i initially was financed with no down payment i am asking for all or Part of my down payment as it was money i would not have been forced to spend if the vehicle didn't make me physically sick to drive. I took video of the warping and can provide it. I contacted Lexus to see if the glass was a known issue, no reply.

  Business response

  06/17/2022

  ***************** took test drives of the vehicle before he made his purchase. Never mentioned a issue with the windshield before he purchased his Lexus RX. He purchased the vehicle on his own accord and the paper work was done electronically. After the deal was funded and the plates were issued, ***************** mentioned the vision issues he was experiencing while driving. His vehicle's windshield was inspected by our staff as well as a field technician from Lexus corporate and was deemed a normal characteristic of the windshield. ***************** asked about the options to trade in his vehicle for a ****** Highlander. He made the decision to trade in his Lexus RX for a used ****** Highlander at Orland ******. Lexus of Orland did nothing wrong and tried to assist as much as possible in to helping out *****************. We are not assuming any financial responsibility. 

  Customer response

  06/30/2022

   
  

  I reject their statement. 

  
  

  I never drove the vehicle prior to purchase. If they can show me in the camera when I stepped into the vehicle and moved it off their showroom floor to drive it around Id gladly retract my complaint. 

  
  

  They probably have me in their camera systems checking other cars with the tinted glass for warping. 

  
  

  I mentioned the complaint with the windshield within 24 hours.  The GM told me I had to wait til their master tech came in to verify the glass was faulty.  I have video of the warping created  by the glass I can send it to them and the tech if theyre ?? sure its normal or acceptable. 

  
  

  I asked to switch to the used vehicle after I was given no option. I wasnt getting my trade back and the cancellation of the deal was not offered either. I actually asked to get a smaller 350 instead but was ignored.  

  
  

  If lexus of orland preferred me to drive in a vehicle that made me car sick and put myself and my family in danger thats a different issue. I was given no choice but to trade. I asked about the highlander as that is their sister dealership but regrettably it was treated as a whole new transaction costing me the extra funds to drive something that didnt create an unnecessary safety concern. 

  Business response

  07/08/2022

  ****************** had every opportunity to test drive the vehicle before purchasing. Lexus of Orland did not do anything wrong and quickly had a field technician from Lexus Corporate inspect the windshield. Lexus had a field technician look at the windshield and determined there was nothing wrong with the windshield and it was a normal characteristic of the windshield. ****************** decided to trade the vehicle into Orland ****** on his own accord.  

  Customer response

  07/11/2022

   
  Complaint: 17411663
  
  I am rejecting this response because:the business is now changing their story and not working in good faith to resolve the issue   They initially said I drove it several times. Now they are stating I had options and chose to trade on my own accord. Both if which are not accurate. I emailed them asking to move me to a smaller RX model without the yellow glass that was ignored.  The GM left me no option. It was an RXL with yellow glass that made me car sick or wait to see if any other RXL models didnt have the lamipane glass.  Even the initial car they offered me which was the black one was renigged on by Orland Park as I did say the glass was less warped so I could take it. It could not happen because the deal took time  to unwind as the taxes were already paid per the ***  I still have all my papers and could not find any reference to the lamipane glass.  I also had my special needs son with me so I did forgo the test drive.  Within 24 hours I mentioned my issues but the dealer stalled til the following Wednesday. Im not sure if they were acting in bad faith as I was told after 7 days in ******** a car deal is irreversible and waiting in the tech would have put me at that window.  At this point Im severely disappointed with them as they signed a deal with me that any concern etc would be handled through the BBB. This is twice now they havent been honest in their statements in the process we agreed to. 
  
  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. ↩