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:04/15/2025

  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.

  've i purchased a used 2018 lexus ls 500 on 02/08/2025. So far the car works great except the gas door does not open when i push the open button to refill gas. This issue was never disclosed to me i didn't notice until my tank was on empty 4 days after my purchase and I'm at the gas station unable to refill gas. Obviously a stressful situation i called the sales agent ***** who had sold me the car told me to go to the nearest lexus dealer so they can diagnose the problem. i didn't go to ********** directly because i live in a small town in ** about 2 hrs away and i would reach on an empty tank. i bought it to the nearest dealer and they advised i need a part to fix the issue that would cost north of 700$ including labor. I notified tri county and they told me to come in person so they can make their own diagnoses which i did and they confirm that i need a new part to fix the gas door. I was told by the sales associate as well as the used car sales manager **** that they would mail me the part so i can take it to a dealer close to me so i wouldn't have to drive all the way back to get it fixed and they would reimburse for the labor. i was told they were ordering it and it would arrive with 2-3 business days. Its been over a month and a half and still no part has arrived. I've attempted to call the sales Manager **** several times and has not returned my call once. And when i reach out to ***** who sold me the car she just says she'll have someone reach out to me and it never happens. I've reported this issues just 4 days after my purchase and its now 2 months later dealing with this issue.

  Business Response

  Date: 04/16/2025

  We will make sure this client gets the part that **** promised.  I am checking on this now.

  My cell number is ************.

  Best,

  *** *****

  Director of Operations

  Customer Answer

  Date: 04/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:03/04/2025

  Type:Product 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.

  Key Agreements: I did not agree to warranties for Lexus Care and Total Loss Protection. I will be keeping the Tires and Wheels - Sonsio SVP Bundle only ($1,636.00). Cost Breakdown: Vehicle and Taxes: Car Sold For: $43,750 Taxes: $4,467.31 (to be adjusted for the revised total cost) Total Vehicle Cost: $48,217.31 Additional Costs: DMV Fee: $10.05 Vehicle Tire Fee: $7.50 Registration Fee: $507.00 Doc Fee: $799.00 Tire and Wheel (Sonsio SVP Bundle): $1,636.00 Total Additional Costs: $2,959.58 Summary: Out-the-Door Cost: $51,176.89 Down Payment: $30,500 Finance Total: $20,676.89 Refund Amount: $5,599.79 After several conversations, I was told I would not be receiving a detailed outline of the refunds because of the associated taxes that would be refunded as well. To date, the only amount of refund received after more than 6 weeks as the recommended wait time was $2,770 which was the lexus care warranty.

  Business Response

  Date: 03/04/2025

  I spoke to client.  She is only waiting on her TOTAL LOSS Protection refund.  Told her it can take up to 12-weeks to receive a refund.

  She agreed to close BBB complaint.

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. There have been a temporary answer to my complaint and have attached the response above per the dealership.

   

  I am accepting the response as satisfactory.

  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:02/01/2025

  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 dealership has contacted me in the morning and told me that we are running a special and we can knock off $3000 from the car thatyou are looking to purchase. I schedule an appointment as well as was in communication with the sales **** which confirm to me and give me the *** number to purchase insurance and 1 hour before heading out. I confirmed that Im going to be driving to the dealership. Its going to take me one hour to get there and to test drive the vehicle and will be purchasing it. Once I got to the dealership, they had me sit down trying to see options and then they told me that the vehicle is no longer available . It was sold so I asked why would you not tell me this before heading out? I left work early, which cost me $150 as well as driving in the rain pay multiple tolls to get to a dealership. They really wasted my time and cost me money. $150 plus gas and tolls total about $200

  Business Response

  Date: 02/05/2025

  I spoke to Mr. ****** the other day and apologized for the communication error.  At that time, I offered to reimburse him for time, gas and tolls and he said it was not necessary.  I don't know why he did not call me back if he changed his mind!

  I will be submitting a check request for $200 to close this case.  This will take 7-10 days before he receives the check.

  Customer Answer

  Date: 02/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  Kamal Karkat

• Initial Complaint

  Date:01/15/2025

  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.

  overcharging for repairs and refusing to release my car saying a bunch of stuff was bad on my car when it clearly wasnt at all they want me to pay $4500 for a new starter I want my car back tbh and claiming they never got paid and I need my car to pay for the loan Im now in

  Business Response

  Date: 01/29/2025

  I will look into this claim and advise shortly.

   

  Best,

  ****** M. *****

  Director

  Business Response

  Date: 01/31/2025

  Per our conversation this morning, this customer has picked their vehicle up and they have possession of the vehicle.

  
  

  We discounted the jobs cost significantly so that the customer could pay for the repairs performed; we had no interest in holding on to their vehicle, just needed to be paid for the work performed.

  
  

• Initial Complaint

  Date:01/01/2025

  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.

  On October 12th, 2024, I leased a vehicle from Tri-County Lexus, agreeing to a $4,000 down payment and $615 monthly payments. At the time, I was still leasing a ***, which I transferred to Lexus.A month later, I was unexpectedly informed by the sales representative that I needed to return the *** to its dealership. I explained that I could not do so as the vehicle was no longer insured or registered, having been signed over to Lexus. After extensive discussions, the salesman drove the *** to its dealership, where I met him to complete the paperwork.Despite our agreement that Lexus would cover the return fee, this has not been fulfilled. Several weeks have passed, and despite multiple assurances from the salesman that the General Manager would contact me, I have received no communication. *** is now awaiting a payment of $350, and I am concerned that my credit will be adversely affected if this matter is not resolved promptly.

  Business Response

  Date: 01/02/2025

  This matter is settled.  I just returned from Holiday and spoke to the salesman.  After reviewing the facts, Tri-County owes this customer $350.  The check will be sent in 7-10 days.

  This has been communicated to the customer.

   Best,

  *** *****

  Customer Answer

  Date: 01/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:11/25/2024

  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 bought a 2016 **** Explorer from this dealership. The sales experience was pleasant enough. I test-drove the car for less than 5 minutes and there seemed to be no problems. Of course the day after I brought it home the engine was making a strange grinding sound consistently between ********* rpms and the transmission was shifting oddly.I make an appointment for the service department to look at it. This could not have been a new problem. The service department was not helpful and clearly had no idea what the problem was and stated it was "warped rotors".I brought to my trusted mechanics that I've been going to for years. They said no the rotors aren't warped and they aren't sure what the problem is but that the dealership should definitely figure it out as they likely knew the problem before they sold it to **** spoke with several members of both the service and sales departments of the dealership and none of them were helpful and said it was my problem. Despite knowing they were wrong about the "warped rotors", I asked them to call me back with a quote to fix. They never did.I brought the car to a **** dealership and they told me that there is over 40 hours of work that needs to be done with all this repair:1. Torque converter, transmission front pump and assorted internal parts and hardware . This addresses the shaking at idle in gear. This is a $6200 repair.2. right side engine mount. mount has metal on metal contact $580.3. front exhaust flex pipe and hardware. this $1150 4. AIRBAG LIGHT. $1300 5. front lower control arms right and left. $1537 6. in line fuel pressure sensor above fuel tank. $1580 The repairs total more than the car is worth. I have already paid to replace 3 engine mounts last month as well along with some other repairs over the past few months.

  Business Response

  Date: 12/05/2024

  This customer purchased a vehicle from us back on 4/6/24.  We provided a 30-day, 1,000-mile limited powertrain warranty which is required by NJ Lemon Law.  This vehicle had in excess of ****** miles on it.   Prior to purchase, a used car vehicle inspection was performed, along with an oil change.  None of these issues were found at time of inspection.  The customer may have purchased an extended warranty, which some of these repairs might be covered!  We are under no obligation to cover any repairs after said warranty expires.  However, we would like to offer the customer the opportunity to possibly trade out of the vehicle.  This would require a visit to the dealership, pick out a new vehicle and construct a new deal.

  Thank you,

  ****** *****

  Director of Operations

• Initial Complaint

  Date:10/16/2024

  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.

  Leased a new car to me but waited until I paid to let me see it had over a hundred miles on it already. Finance manager put a lesser number on the contract to cover their behinds.

  Business Response

  Date: 10/22/2024

  Good Morning

  We are in contact with ********* in regards to her issue and working with her to resolve it with her

  Thank You

• Initial Complaint

  Date:08/30/2024

  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.

  I purchased a vehicle from *************** Lexus of ******************** last month, and I deeply regret my decision. Despite completing the purchase and promptly making payment, I am now unable to drive the car because the dealership has failed to send the necessary paperwork to the **** This has left me with a car I can't legally use, and to make matters worse, I am stuck in an endless loop of frustration.This was an out-of-state purchase, which means I can't simply walk into the dealership to resolve the issue. I've tried calling multiple times, but no one at *************** Lexus of ******************** is taking my calls or returning my voicemails. The lack of communication and disregard for their customers' time and money is *********************************** Corporation, you should be ashamed of the poor service being provided by your dealership. This experience has severely tarnished my view of the Lexus brand. I expected a high level of service, but instead, I've been met with negligence and incompetence.I urge anyone considering purchasing a vehicle from *************** Lexus of ******************** to think twice. The stress and inconvenience this dealership has caused me are simply not worth it.

  Business Response

  Date: 09/06/2024

  We are very sorry to hear about your vehicle purchase from *************** Lexus of ********************. We are not the right Lexus dealer that you are complaining about. We are Tri-County- Lexus in ************, **. Please close this complaint. thanks

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

  Customer Answer

  Date: 09/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/08/2024

  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 purchased a range rover sport on April 30th,2024 and paid the balance in full to the dealership and still do have have valid tags. I live in ******** and understand that there was a bit of a lag so I was patient, however my tags expired on May 30th and I have not been contacted by anyone at the dealership as to when I will receive them. I have called over ************************************************************************************************************************* my life. So here's the run down, I called and spoken to rudest young lady in accounting, whom offered no assistance and hung up on me several times, ironically even during the composition of this very complaint @2:37 7/8/2024 she picked up and hung up. I have also spoken to ******** whom was very nice but wasn't able to offer and assistance and after several request refused to put a general manger on the line, after what appeared to be a very promising phone call where he assured he was going to champion this issue but failed to even return my call, needless to say this was yet another display of the poor customer assistance or accountability of this horrible dealership. In the nutshell, This is the worst experience, I have ever had buying a car, and I have brought several. These people do not care about the customer, only the sale. When I walked into this beautiful dealership I was meet with smiling faces , a latte machine and all the pleasantries it takes to hook a customer, then the moment I am require assistance they treated me like a second rate citizen. In closing, I will never do business with the dealership ago and only ask that the send my refund for the sales tax miscalculation and my tags, so that I may stop getting citations from my state job every time I park on the lot at work that prohibits entry with expired tags.

  Business Response

  Date: 07/10/2024

  Good Morning,

  I am taking care of this customers issue with DE DMV. I  will make sure everything is done and she is happy.

  Thank You

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

• Initial Complaint

  Date:06/27/2024

  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 my old Acura and purchased a pre-owned Lexus in Tri-County Lexus on May 23, 2024; the sales representative was nice enough. However, they have done nothing to register the bought vehicle in ********. They already sold the Acura I traded in, but it's still listed on my car profile on my DMV's webpage. They told me registering in ******** was very easy, but they haven't done their job. I have to drive the Lexus with an expired temporary plate. I have called and texted them many times, but they either ignored me or hung up after a long waiting period.

  Business Response

  Date: 06/29/2024

  Good Morning,

   

  I am working with ***************** to help get his motor vehicle done

   

  Thank You

  *********;

  Customer Answer

  Date: 07/05/2024

  
  Complaint: 21912841
  
  I am rejecting this response because: I was contacted by the manager ****, who was nice and tried to get things resolved. But this out-of state purchased vehicle still has not been registered to the *** DMV. Thank you.
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 07/29/2024

  To Who it may concern,

  I have spoken To Mrs,***** and she now has everything from motors vehicle we send an over night package to her she has received it with her palates and registration in it

  Thank you,*************************