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:04/17/2023

  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 February 20, 2020, I brought my Lexus RC F Sport 300 to Herb Chambers in Sharon, *************, because I bumped a curbstone. The dealer directed me to their collision center, where I was informed that there was nothing wrong with the car or the bumper. I thought that was the end of the story until I checked my Carfax. The dealer sent ****** a description of minor damage and wrote on the invoice that the bumper needed to be replaced. When I contacted the dealer, I was told the following: their dealership does not send reports to Carfax, and the price of the car would not be impacted. However, I called another Lexus Dealer, who informed me that both statements were untrue. The moment the service advisor enters information into the computer, that information is transmitted to CarFax, depending on the circumstances. Therefore, I was lied to on both accounts because the value of my car has been impacted. What I am looking for:1. The dealer to send to ****** a letter stating there is nothing wrong with the car and there former service advisor made a mistake or 2. Compensation for the difference in value

  

  Business Response

  Date: 04/19/2023

  As mentioned on ******'s complaint.  He bumped into a curbstone.  This in itself is technically considered an accident.    After bringing the vehicle in for service,  we documented a cracked bumper which could have been caused by bumping into curbstone.  We documented on the repair order that we recommend a new bumper for his repair.   See attached repair order for ******.   I have attempted to reach out to Carfax on ******'s behalf to have it removed without success.  Carfax informed me that they receive this information through a third party.   Contrary to what ****** is claiming.   We do not send any information to Carfax.   I am not going to speak on behalf on Carfax as to how they run their business.   At this time,  the dealership has done what we could to assist ****** in resolving his concern.   Should ****** want to pursue this any further, I would recommend him having further discussions with Carfax.   I received a reference number from Carfax ******** when I attempted to resolve this concern.     ****** should be able to use this reference number to start the conversation with *******   

  Customer Answer

  Date: 04/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:01/17/2023

  Type:Order 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 February 20, 2020, I brought my Lexus RC F Sport 300 to Herb Chambers in Sharon, *************, because I bumped a curbstone. The dealer directed me to their collision center, where I was informed that there was absolutely nothing wrong with the car or the bumper. I thought that was the end of the story until I checked my Carfax. The dealer sent ****** a description of minor damage and wrote on the invoice that the bumper needed to be replaced. When I contacted the dealer, I was told the following: their dealership does not send reports to Carfax, and the price of the car would not be impacted. However, I called another Lexus Dealer, and they informed me that both statements were utterly untrue. The moment the service advisor enters information into the computer, that information is transmitted to CarFax, depending on the circumstances. Therefore, I was lied to on both accounts because the value of my car has been impacted.

  

  Business Response

  Date: 01/18/2023

  we informed *** that the dealership does not supply Carfax with repair order information which is a fact.  We advised *** to call Carfax directly to see where they get their information.   We can not control a third party vendor like Carfax of what their policies and procedures are.  We would not inform *** that the price of a trade in would not be effected because it does.   Vehicle's with accident reported on Carfax will play a factor into trade in value.   I informed *** if he needs any information from us requested by carfax that we would be happy to assist.   Attached is copy of repair order which may have triggered the accident that Carfax has reported.   Once again,  we do not send anything to Carfax.   i informed *** that I have seen acccident reported on Carfax to be inaccurate.   I have also seen consumers being able to get those removed from Carfax.   That is something *** needs to do and we are happy to help him should he require any.  

  Customer Answer

  Date: 01/18/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

                                                 Introduction
  Thank you for your prompt response. I have contacted ******, and they have informed me that the information cannot be removed unless they have some documentation from the dealer. This response adds to my frustration because the car has not been in any accident, and there is no need for a replacement bumper. I need to have some correspondence stating that there is no need for a new bumper and no damage to the car. Whoever wrote that work order up is the person to blame. 
  
                                               My Research
  
  Again, I spoke to Lexus of ************, who directed me to their collision center. I spoke with their estimator, who informed me that the information is automatically uploaded depending on CarFax. So, the information had to come from the Lexus of Sharon. Where else would the data come from? *** CarFax is dated the same day I brought the car into Herb **********************!! 
  

   

                                               Next Steps
  
             I. In-House Resolution

  
  Unless we can remove this from the CarFax report, I will take this matter to Mr. ********************** at his corporate headquarters. I will not suffer a loss of any type for someone else's mistake. This entire issue can be cleaned up with simple correspondence from Herb ********************** of Sharon stating that there is no damage and the work order is a mistake which it is!!!!  
  
            II. Outside Resolution
  
  In addition, if this matter cannot be resolved, I will contact the ************* State Attorney General's Consumer Strike Force and have that office directly contact Mr. **********************. 
  
  I have already contacted ********** of *** ****************** Attorney because, as a ************ resident, I am entitled to the protections of ************ law based on the state's long-arm statutes. *** matter can be resolved by either or both offices.  
  
  All correspondence from the state authorities will be directed to Mr. **********************.
  
              III. Conclusion
  
  *** conclusion I would prefer is for the dealership to contact Carfax or send some information to get that off my Carfax Report.  
  
  On a personal note, I appreciate the polite response I received, and, hopefully, we can put this unfortunate matter behind us.  

   

   

   

• Initial Complaint

  Date:08/17/2022

  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.

  July 27, 2022 I went in for a diagnosis for my power liftgate not working unless you climbed in the back and manually opened it with the lever. The $179 charge was for the diagnosis. After waiting 3 hours, they told me how much it would cost to fix it and order a part. I said, "okay let me think about it and come back". Over the next few days I realized that I could not open the trunk manually anymore. The condition I received the car back was worse than when I gave it to them. I called them asking them to at least fix the manual lock for now. The manager, *****, said "worse" condition is subjective. Unbelievable. I could not believe he said that. It is a safety hazard to not be able to manually open the trunk. They would not offer to at least fix that and gave me attitude when I was polite in stating the issue.

  

  Business Response

  Date: 08/18/2022

  Response to Guests concerns with the failed operation of the rear hatch door. The Guest was able to release the hatch door lock through an access panel inside the rear hatch door. Electronically the rear hatch will no longer operate. When the Guest decline the repairs and picked up his vehicle he realized the emergency release was not working. I have called the guest and we have set up a repair visit for the week of August 22 to investigate this concern and repair at no charge so that the guest can again manually open his rear hatch door for emergency purposes. The guest will consider further repairs to the rear hatch at a later date.   Thank you