ComplaintsforPrice LeBlanc Toyota/Price LeBlanc Lexus

• Initial Complaint

  07/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a 2023 Lexus RX in early March. While I was signing paperwork, their technology consultant was demonstrating the car’s features to my wife. When I joined them after completing the purchase, I asked for my second key fob. That was when I was notified the car was being delivered with only 1 set of keys. They explained that this was due to chip shortage. But Lexus would provide the second key fob at no charge. I would be notified between May 15 and June 30 when to come in. This is July 7th and still no communication. Having 1 set of keys for a car used by 2 adults is a huge inconvenience. When I heard about receiving only 1 key fob, I immediately went back in the dealership to complain about not being notified of this problem BEFORE I signed the purchase. I was told thus was an “oversight “ by the salesperson. However another member of my family also purchased a 2023 Lexus RX about 45 days later and got the same treatment. He was not informed about only one key until after he signed the purchase agreement. This is an unfair trade practice as well as deceptive behavior. Replacement key fobs are available at the dealer now for an extra $400. You only get the no charge key fob IF you wait for Lexus to provide it. And who knows when this will occur. Other potential buyers need to be made aware of this deceptive practice. Had I been informed of this issue I would have bought another make vehicle.

  Business response

  07/26/2023

  Customer extra key has been taken care of and all is good.

  Customer response

  07/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20283321, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  02/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  LEXUS MANAGER ****** ********* TOOK ADVANTAGE OF MY WIFE! Im highly disappointed, in the staff and most of all the manager ****** at Lexus dealership. My wife went in for a diagnostic, and was told of a list of problems wrong with her car. One problem being the Brakes and rotors needing to be changed. I'm under the understanding that the diagnostic is free when you get one of the problems done on the sheet. But she was told that she had to pay for a $200 diagnostic plus a $641 brake job for only the back brakes. When bringing this problem to the manager ******, she informed my wife that she believed that my wife was told a while ago about her brakes needing to be changed and that the brakes won't count because she feels that they told her that she needed them changed a while ago. She offered no resolution, You can't bend the rules or move the goalpost to suit your needs.

  Business response

  02/09/2023

  Re: BBB complaint, ID# 18968847
  
  I have reviewed the above referenced complaint.  On the service visit in question, the complainant’s spouse came to our dealership for service.  We had no interaction with the complainant himself. 
  Our service consultant opened ticket #788663.  (See attachment #1 containing 3 line items.)  Guest requested a rear brake repair and a diagnosis of a check engine light.  The third item is a complimentary multi-point inspection with every service. 
  The guest was advised that the diagnostic charge would be $203.00 and that this fee would be applied to any repair found in the diagnosis, if authorized.  (Our $203 fee for a warning light diagnosis includes running a computer check for fault codes & a technician diagnosing the cause of any fault codes identified.)  Guest initialed her acknowledgement of that fee on the document.  (See attachment #1)  Guest also initialed authorization for the rear brakes to be repaired. (See attachment #2)
  Computer diagnosis identified 3 fault codes requiring attention.  Technician diagnosed that 2 air fuel ratio sensors and a valve cover gasket were needed.  Guest was given an estimate to complete these repairs.  All repairs were declined. 
  Guest wanted the diagnostic fee to be applied to her brake repair, which was not part of the diagnostic report.  When Assistant Service Manager told her no, she requested that rear brake repair be cancelled & her vehicle be returned to her.  Guest paid the diagnostic fee & left.
  

  History:  Guest came for service visit on 11/23/22.  Requested braked inspection, ($100 fee).  This is a physical/visual inspection, not a computer diagnostic.  Brake inspection indicated both front & rear brakes were needed.  Guest authorized front brakes and the $100 fee was applied to the repair.  Rear brakes were declined.  While front brakes were being repaired, guest called back in to also request a health check for an intermittent check engine light.  Light was not on at the time.  No fault codes were found.  Guest was not charged for the health check.  (We do not charge when codes are not found, because the technician does not have to diagnose what is causing a code.)
  

  The fee charged for the brake diagnosis in November was previously applied to the front brake repair.  The diagnosis in question was completely unrelated to brakes and the fee was authorized by the guest in advance of being performed. 
  
  In summary, our diagnostic fee is very transparent and is applied consistently.  Guests are informed of the fees prior to any service being performed.  Guest must initial acknowledgement of that information.  When issues with the vehicle are diagnosed, the fee is charged.  If no issues are diagnosed, the fee is not charge.  If work diagnosed is approved for repair AT THE TIME OF DIAGNOSIS, the diagnostic fee is applied to the labor charges associated with that repair.  Our pricing is consistent with that of any luxury car dealership.  Our dealership stands behind our process & our pricing.
  

  After speaking with both the complainant & his spouse, we have agreed to a one-time reimbursement of this fee as a gesture of goodwill.
  
  Respectfully submitted,
  **** ****
  Customer Satisfaction Manager
  Price LeBlanc Lexus

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle on 8/20/22. I was offered $15,000 for my trade in which I did not receive. I contacted someone from the dealership and I was told that I would receive a check for the difference, but I have not. I have also been unable to speak with anyone since that initial conversation. In addition, the vehicle I purchased was not on the lot, therefore I was not able to see the actual price, but I was give a price by my salesman. After I picked up my vehicle, I looked in the glovebox where they had placed the sticker with purchase price and the price was not what the salesman said it was. The vehicle was $2000 cheaper than the salesman said it was.

  Business response

  10/21/2022

  Attached are the documents supporting the sale price of the vehicle was as advertised. We add a value added package for $1495 to every new vehicle we sell.  As far as the trade in goes we did in fact give her $15,000.00 for her trade in which is listed on the Act of Sale. We do have a check for $43.71 owed to the customer for a difference in lender payoff on her trade in. This check will be released to the customer once we receive the title from the lender. I do not mind discussing this directly with Ms. McElwee. She can contact me directly on my cell phone at 225-485-9694 or email [email protected]. I hope this clarifies and resolves the situation.

  Thanks, 

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

  Customer response

  10/21/2022

  
  Complaint: 18292186
  
  I am rejecting this response because: the bill of sale also states that they were to pay $11135.05 to the lien holder for the trade in, but they did not. They paid $11091.34 and $3864.95 toward my down payment which does not equal $15,000.   If they are holding the difference of $43.71 then that means they did not give me $15,000.  The title was sent to them last month.  Ironically, I was told they could not register my vehicle until they received the title.  I received that weeks ago!  
  

  As far as the $1400+ they add to new cars, that’s easy to say after the fact.  Another fact is that it was never mentioned to me and it is definitely not on any of my paperwork, but everything else I was charged was itemized.

  Either way it’s deceptive, so I don’t accept the response.

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

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2019 Toyota Camry from Price Leblanc Toyota in July 23, 2021 of last year and I've still been unable to receive my registration and license plate. My bank EFCU has not received a title. I have contacted the dealer many times and have gotten the runaround. I am now beginning told the bank could pull the loan on the vehicle , i also received paperwork from the file and found the car was sold to an auction house with no clear or notarized title from the dealer to auction and then to Price Leblanc . Meanwhile I am on my 3 temp tag and it is expiring in 10 days and driving a vehicle with no registration. I have documentation of everything i am stating .I am hoping that you can help me with this problem and tell me what course of action I can take next in order for me to receive a registration and a license plate so my insurance doesn't drop me or my loan is revoked.

  Business response

  02/04/2022

  Business Response /* (1000, 5, 2022/02/03) */ The complaint was addressed yesterday and taken care of. I will reach out again to confirm complete satisfaction. Consumer Response /* (2000, 7, 2022/02/04) */ I wanted to write that the issue has been resolved. Mr. ****** ******** was amazing , they have bought the vehicle back till the title issues have been resolved , reimbursed me my money in full and given me loaner to drive until they are able to obtain the title. Mr ******** was amazing , extremely helpful ! He went above and beyond. I can not say enough how wonderful he treated me.

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