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:12/25/2024

  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.

  I traded in a car and was told the plans I had tendered to the new one. I only recently discovered this was not the case and that I signed up for new plans. Meaning I should have been due a refund from the plans that were not canceled. Additionally, they told me I had to get the plans in order to get the car. This is illegal.

  Business Response

  Date: 12/30/2024

  We can confirm that we worked very hard to get Mr. ****** out of his trade-in despite serious negative equity. All of the products on his previous vehicle were cancelled and used as down payment towards his new vehicle in the amount of $12,542.26. This is reflected in his paperwork; he is not due a refund at this time. Thank you!

  Customer Answer

  Date: 12/31/2024

  
  Complaint: 22729963
  
  I am rejecting this response because:
  
  When I called Lexus ****************** they told me the plans were in fact still active for the other car and did not transfer to the new one. I can provide email correspondence with Lexus ****************** to verify such information. Additionally, I was able to cancel the plans with them and have a refund coming my way from Lexus but the business response about the situation proves their negligence. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:12/21/2024

  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.

  Dear Staff Members,I bought a Lexus RX350 with the dealer on 10/15/2024. I am writing to formally express my frustration with the handling of my warranty refund and license plate process by **********************, particularly **** ******, who has been my point of contact. Warranty Refund:I canceled my warranty over two months ago but have only received a partial refund. Despite numerous follow-ups, I continue to receive the same responsethat the accounting department will issue the refund "soon." However, I am still waiting for the full refund.License Plate Delay:After purchasing my car, I have been waiting over two months for my Texas license plate. I have emailed **** multiple times, but he rarely responds unless I call the dealership repeatedly.A month after purchasing the car, **** informed me that he needed the *** report, which I promptly emailed, offering to provide the original report if necessary.Recently, after contacting the customer relations team, I learned that the paperwork with the ********* had not even been filed and that the original *** report is now requiredanother month after my initial submission.Temporary License Plate Expiry:My second temporary license plate has expired, and I am unable to drive my car because **** failed to provide a new temporary plate on time, just as he did with the previous one.These issues have caused unnecessary delays, stress, and inconvenience. At this point, I no longer trust the dealership to handle these matters professionally.I request the following:1. A full refund of the paperwork handling fee so I can manage the registration process with the Texas DMV myself.2. Compensation for the time and energy I have spent following up on these unresolved issues.This complaint is being filed to highlight the unprofessionalism and lack of accountability in handling these matters. I expect this to be addressed promptly.Thank you for assisting with this matter.Sincerely,Yifei ****

  Business Response

  Date: 12/30/2024

  Ms. **** received her new temporary plates within hours of her old set expiring as well as a check for her warranty refund, and her VIN verification was submitted to our out of state tag service upon receipt. We appreciate her patience, and as soon as we have an update from the service on the *** of her hard plates, we will be in touch with her. Thank you!

  Customer Answer

  Date: 12/31/2024

  Complaint: 22717333
  

  I want to make it clear that the temporary plate I was issued was already expired when I received it, and it didnt arrive in the mail until three days later, despite the dealership promising I would receive it the day after it expired. Additionally, the process of obtaining a refund for the warranty was unnecessarily exhaustingI had to make over 10 calls, involve their customer relations team, and spend two months chasing the refund before it was finally issued.
  

  After two months of trying, I am completely exhausted. Even to get a refund for the documentation fee and to handle obtaining the license plate myself, I had to escalate the issue to the ************************************
  

  While the issues are now resolved, and the dealership has agreed to issue me a full refund for the documentation fee, the overall experience was incredibly frustrating and far below the level of service I expected. Its disappointing that customers have to constantly chase the dealer to perform basic services they are obligated to provide.
  

  I dont typically like to file complaints, but after waiting over two months for a license plate and being forced to repeatedly follow up to get what I was entitled to, I felt I had no other option.
  

  I sincerely hope this feedback prompts the dealership to improve its processes so future customers dont have to endure the same frustrations I did.

  
  

• Initial Complaint

  Date:03/25/2024

  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.

  Car was purchased less than two years ago and had constant problems since. Car was supposed to be fixed due to damage under bumper being scratched up. They slapped Bondo on and did an awful paint job. Turns out the bumper was completely cracked from the inside and hidden by the trim. Car had a little rust on roof. Was told this would get fixed, it wasn't. Got a signed paper instead saying I was owed touch up paint to take care of it myself. I never received this paint. a bit later I was going to refill my windshield washer fluid tank and it turns out it was cracked. Took it to different dealership to get this fixed. They told me that this car seemed to be in an accident prior to me purchasing it that was undisclosed by the dealership. This was proved by the cracked bumper. Dealership did end up paying for a new bumper and a new windshield washer fluid tank because they knew they were in the wrong. This was appreciated. I took it to another one of their locations to get a CEL checked out and they immediately want to just replace my engine harness instead of trying to fix it. This costs $7000. I have an extended warranty I purchased through them which they told me THIS COVERS EVERYTHING. This was incorrect my warranty doesn't cover the engine harness that they want to replace.

  Business Response

  Date: 03/29/2024

  **************** has been in contact with our Service Director at Infiniti who was able to get most of the work covered on his behalf. You may close, thank you.

  Customer Answer

  Date: 04/04/2024

  
  Complaint: 21482490
  
  I am rejecting this response because:
    I havent received any replies or calls regarding this issue and I have emailed everyone I could.
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 04/12/2024

  We are awaiting a return call from the customer; our Service Director left a voicemail on April 10th. He spoke with the manufacturer to get the majority of the bill covered.

• Initial Complaint

  Date:01/17/2024

  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.

  This is the 2nd time I file a complaint against this business, I bought a car from them in september and after I bought the car from them for 3 months I tried to get in contact with them so that they would send me my title and they would decline my calls or send me to voicemail or make me listen to waiting music, they wouldn't return my emails, and I was in an accident in October and my car has been in the tow truck lot ever since and I haven't been able to retrieve it because I don't have the title with me, the car has been there for 91 days and now they will charge me 2216 dollars to take it home because the car is not registered in ohio they charged me extra for an out of state search for the owner. anyways I filed a complaint in december and when they received the calls they contacted me immediately when I had been trying getting in contact for months after the report they told me to close it and that they would send me the title immediately, once again it's been a month now and no word, no title, no reply, no answer to my phone and I am fed up. they have wasted so much of my time for obtaining a title which I bought. I not only want the title but I want compensation for the time I have wasted trying to contact them. I can't drive my car to go get it fixed because I don't have title so I can't get plates and my plates expired 45 days into me purchasing the car.

  Business Response

  Date: 02/05/2024

  We spoke with Allen from the Motor Vehicle office to confirm that they would process the title only (the customer was asked for social security number and could not provide one, thus the title only). The MV office can take 4-5 weeks to process, and we would suggest that Mr. ***** reach out to them directly to inquire on the status.

  Business Response

  Date: 02/16/2024

  Hi, Mr. *****'s paperwork was sent from Englewood accounting to our outside tag service. They responded with the request that they needed an Ohio DL and his SSN to register, but Mr. ***** did not have an Ohio license. Our pre-owned manager attempted to reach the Mr. ***** for nearly two months with no success. In mid-December, we finally reached him, discussed his options, and received back the paperwork from our tag service and processed title-only for the customer. As his note below, he did ultimately receive the title. The paperwork was processed as quickly as possible.

  Customer Answer

  Date: 02/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  
  This is completely false, for 2 months no one contacted, it was me who tried for hours and hours to get in touch with them but no one replied.

  I am filing my complaint with the attorney general’s office by end of day today.

   

   

  Regards,
  ****** ***** 

• Initial Complaint

  Date:12/13/2023

  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 bought a car from there late september 2023 and was told the title would arrive within 14 days, I proceeded to wait and call the business after 2 weeks to which I was connected to the rep who sold me the car and he didn't look into it at all, It has now been three months and I have not received any update from them. That's not even the worst part, for the past 2 months I have been trying to call them, email them, I even had my lawyer try to contact them and not only have they refused to answer my calls and emails, but as soon as the operator knows its me she sends me straight to voicemail and ignores my calls for the rest of the day, I have called hundreds of times and sent multiple emails. And finally when I get connected to the operator she tells me she'll connect me to the agent who sold me the car and then sends me to voicemail, I have wasted countless hours trying to contact them and have them provide me with what is rightfully mine yet they do not want to answer, and I could have spent all this time trying to contact them doing something more productive.

  Business Response

  Date: 12/15/2023

  Thank you for bringing this to our attention. Our Pre-Owned Director has spoken with **************. As ************** is unable to provide a SSN, we have asked the *** going to process the title only. It will take 2-3 weeks per the ***. The customer is aware and satisfied with this resolution -- you may close.

• Initial Complaint

  Date:12/01/2023

  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.

  The date of my new car purchase was 9/21/23 as also stated on the contract. I begin by stating that I am a ******** resident purchasing a new vehicle in **********. This bad experience begins with a negotiated price with a sales rep then a piece of paper, after the fact, stating a different sale price. I was told that a 2% commission fee of $1,119 was to be added to the price that was just negotiated. I was told by the sales rep that I HAD TO PAY THIS FEE. I said no and she left and spoke to a mngt. person and reappeared with a document working that fee into the original negotiated price. This is the first red flag of an unscrupulous dealership. The next scam occurred when I was told that there was a $250 registration fee. As I paid for the car in full I stated that I wanted to transfer the plates from the Lexus I just traded in and register the vehicle on my own. The management people told me that IT IS AGAINST THE *** AND THAT WE HAVE TO DO IT). At that point I paid the $250 and was told I would get a refund or pay if the cost was higher. In *** vehicles are registered for 2 years. The registration on the vehicle I had just traded in had approx. 22 months left on it which NYS DMV would apply as a credit towards the new registration. As I know for a fact: the transfer of plates to the new car cost me $34.50. As I know for a fact : titling a vehicle in my name costs $50.00 exactly. That would leave a refund of $165.50. Understand that this refund does not come from DMV. it comes from the dealership which collected the $250. With numerous promises,phone calls that I had to make, visits that I had to make to ** from ** I finally received a check today 12/1/2023 only after the ***** OF THE DEALERSHIP called me on 11/30/23 after he viewed my posts about the dealership. They also tried to charge me $27.25 as an additional processing fee. The rear of the contract clearly states you pay for REGISTRATION AND TITLE. NO OTHER FEES ARE LISTED. So how many *** residents have been ripped off? I will also file a complaint with the *** ATTORNEY GENERAL AND HAVE THEM INVESTIGATE THIS. How many *** residents have not received a refund or have paid their processing fee? We shall see. It took me 2 months to retrieve my money. Do you really think people would remember that they are due a refund? I dont.

  Business Response

  Date: 12/11/2023

  Hi ***, I'm happy to hear that we were able to issue your refund. We appreciate you reaching out.

  Customer Answer

  Date: 12/11/2023

  
  Complaint: 20945699
  
  I am rejecting this response because: DARCARS OF ENGLEWOODs response to this complaint makes it appear that they are an upstanding dealership.  They are not.  Only after numerous phone calls and numerous visits to this dealership and a phone call from the owner(attempting to do damage control), did I in fact receive a refund.  This should be a warning to all ************** RESIDENTS that DARCARS  will keep your money for at least EIGHT WEEKS . They will not respond or provide you with your refund unless you continuously reach out to them. They will also charge you a 2% commission fee after you have negotiated a price.  They claim you dont have to pay this but you will as they will incorporate it into the sales price.  This is not, in my opinion, a dealership that you would want to deal with.  POTENTIAL BUYERS BEWARE.  i have also reached out to the **************** Attorney General through Consumer Affairs and will reach out to all social media outlets.  I would like this complaint to be posted on BBB as it will warn other potential buyers.   Thank You.
   
  
  
  Regards,  ********
  
  ***********************

• Initial Complaint

  Date:05/23/2023

  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.

  BRAND: LEXUS YEAR: 2019 MODEL: RX300 COLOR: ATHOMIC SILVER VIN#: ***************** Saturday 05/13: I got there 4.30 pm and left 10.00 pm aprox. Ms. Yvette V******* was the sales rep, she showed the cars outside but said it was better to see them in her computer, then she insisted in driving the car but I said no because it was too late so she said she was the one who would drive it, but never mentioned that it was for a test driving before a purchase and she never mentioned that the car had some damages inside or about the Carfax. She said that the car will never have an accident because it detects another cars around and can stopped by itself which is not true, the car only has sensors that were mentioned. She offered some kind of warranty of $2,450.00 which I didn’t understand for what, but I never accepted because at the end she gave me the option of not taking it, that was so weird for me, because later when Mr. S** showed the offer, first he said that the monthly payments would be $615.00 per month for 60 months, when I said no he said I will give you a discount so payments went to $570.00 per month for 75 months, so he said the warranty of $2,450.00 is free but it seems is included in the monthly payments. In the contract also appears another warranty called GAP of $1,020 they said is another warranty to cover the insurance of the car, but they make me buy an insurance too that night. At the end I will pay around $47,500 which is not a fair price for a car that has damages and is obvious that the warranty is included in this amount. Then, she asked if the credit can be ran, I said yes please only to see how much the monthly payments would be, but she started to fill the application form without my consent, she prepared everything to do the sale without asking me, I was still waiting for the monthly payments but she was always avoiding that question and never gave a reply until the Financial Manager came too late at night, his name is Mr. S**, so then he prepared all the papers. Then I asked him if I can pay the total price if I get a loan from the bank, and he said no, that it’s better if I do it after 6 monthly payments, which was weird for me too. They never explained exactly the details on what they were charging in spite of I was asking several times, they were trying to confused me, engaged with the car and pressed me to sign the contract which I didn’t understand some clauses, then they kept saying is late you should sign so I finish to sign. When I got home after driving the car, I felt something wrong on the wheel alignment and brakes and when I turned it off, it started to come a very bad smell of cigar and on the next day I noticed the damages. Sunday 05/14: I started to check the car very early in the morning, so I was surprised that the driver’s seat had 3 big burnt wholes of cigars in the back, and some others smaller in the same down seat. The smell of cigars was stronger and in the left side of the drivers at front where is the airbag is, ere are some stains/marks of cigar and kind of break fabric. I started to feel sad and disappointed because that’s not the way of selling, so I called Ms. Yvette to her cell and explained to her what I mentioned, she requested me to take the car to her office stating that they will fix it. Monday 05/15: I left the car at 7.30 am in her address, then she called me during the day to asked me to pickup the car the next day because of the smell. Tuesday 05/16: I picked up the car at 12.30 m, a guy that speaks spanish was there so I explained to him my frustration, so I mentioned him that if the problems cannot be solved I won’t take the car and I prefer to return it, his reply was you cannot do that, he said they can only fix it or trade the car. When we went to check the car the wholes were kind of fix only in the back, but the very small wholes in the seat are still there so they can’t fix it, but the worst thing is that the stains cannot be cleaned, they said that they need to replace the part dissembling all the front of the car, so I didn’t agree with. I said that I don’t want a car like that it has too much things they never informed, they fixed the smell, brakes and wheel alignment, but I said that I preferred to return the car so they said no, there’s nothing they can’t do, so I said that price is not fair for this bad issues and for the way they made the sale. If they would tell me about all this issues, I would never signed and bought it. I wanted to return it on this date but they said NO you cannot do it, so I said ok I’ll talk to my attorney. They only accept to change it or to fix it. Ms. Yvette told me she will do the best to help me is not necessary to call a lawyer or the police, they you can return it and they will give your money back but I need to take the car back home and then come back the next day to her office. Wednesday 05/17: I called Ms. Yvette by phone to request the CarFax, and she sent another documents except the CarFax, I called her and let her know, but she said that’s the Carfax. Then I noticed that when I ask her something she is always avoiding to answer my questions. I asked her lots of times to check the documents she sent, she insisted that the correct Carfax was sent to my email. I mentioned again that I don’t want the car that I would like to return it and she said no you can’t do that and there’s nothing we can do to help you unless you change the car, on the other side, she said a contract was signed, and I said of course I signed it but I was never been informed about the damages, warranties and prices in a good way. I requested her to cancel the contract without penalties, she said no we can’t. then I said I will call the police, I will sue you and she said you don’t need to do that they will accept the car and will refund your money, but she said she will be off on Thursday and asked me if I can come back on Friday so I said no because I want to leave the car and cancel the contract soonest then she said ok come on Thursday. Thursday 05/18: I received a call from the dealer he was a guy telling me that I can’t return the car and asking why I don’t change it, I explained to him the story and that I really don’t want it anymore, he said I am invited to go and talk to the manager Mr. T****** so I went at 6.00 pm after my work to talk to the manager and they said he left so I asked who can assist me with my issues the receptionist asked me to come back on Friday. Friday 05/19: I went at 12.30 m during my lunch time but they said that the manager was really so busy with another customer and he would delay around 2 hours, so the receptionist said we will call you the manager and me I can translate for you, I said thank you I’ll wait for the call so she said after we call you we will give you an appointment to come and discuss about the problem. I never received a call or a schedule for the appointment. Saturday 05/20: I went to their 2 offices and tried to talked to the manager Mr. T****** but the receptionist said he is not in, and when I went to the another office a guy next to the receptionist said sorry but there’s nothing we can do for you the car can’t be returned. I believe that as they see me by myself and alone they are not paying attention to me. Could you please help and assist me?

  Business Response

  Date: 09/26/2023

  Our General Manager spoke with this guest via translator and came to an agreement on May 26, 2023. You may close. Thank you!

• Initial Complaint

  Date:08/11/2022

  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.

  this review has nothing to do with the service performed on the vehicle as they did an excellent job. My issue is the following, I was given a loaner car with under a 1/4 tank of Gas, surprised by this so I took pictures that shows proof of time and location as I couldn't believe it... Ive never experienced this at any other dealer. According to the contract, I was required to put back what was given to me (<1/2 tank) Upon returning the vehicle with a little over 1/2 tank I was told I was required to fill the car back up full or Id be charged about $7.00 per gallon missing. despite returning it with MORE then I was given and that not being what the contract terms and condition stated for the loaner I reached out to *****, she assured me this was a mistake that would be corrected that day. I was never called back, nor were my messages returned. . She has yet to reach back out to me I and has missed all calls. Before writing this review I saw the "owner" comments on poor reviews to reach out to customer realtions ********************************************* or ************) they also have not reached out to me. Poor business practices.

  Business Response

  Date: 08/22/2022

   CRM *************************** followed up please note on 8/15/22 per *********************, Service Director spoke to the guest. Customer requested a complimentary detail in lieu of the credit. Customer is satisfied.  Thank you, ***************************