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:02/10/2025

  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.

  Do NOT recommend buying a vehicle here or getting any service done here. They do not care about their customers or about doing the right thing.Purchased an L- certified 2020 Lexus RX 350 and upon bringing it in for my first oil change I was notified by service that one of my tires which was previously repaired and cannot be repaired again must be replaced. I attempted to talk to service and their manager and explain that an L certified vehicle undergoing such rigorous inspection should not have been sold to me this way and that they need to replace the tire, And also because the vehicle is AWD They actually have to replace all four.Service texted me that they would go ***** with me on the one tire. I said that is not OK and I want to speak to a manager. The used car manager called me Proceeded to tell me That a previously repaired tire with a patch does not disqualify a car from being certified as an L certified vehicle and He would go ahead and replace the one tire for **** continue to explain that on an all-wheel-drive Vehicle you must replace all four. Again, he said that is not the case and that is not something he could do.I even called Lexus of ********* and they confirmed a patched tire wouldnt have passed L Certification. Stay away from Lexus of Las Vegas.

  Business Response

  Date: 02/24/2025

  On 2/6/2025 ******************* came in to our service department with a nail in her tire. She was advised at that time her tire would need to be ***laced due to a previous patch ***air. She was upset because she assumed that because her vehicle was certified that we were unable to sell the vehicle with a ***air. This is not accurate. She claims that she called our sister store Lexus of ********* and a sales *** stated that we could not sell a certified Lexus with a patch. Once again, this is completely inaccurate. The tire tread must be 6/32nd to certify with Lexus and all tires met this requirement at that time. She called in and spoke with our Used Car Manager ****, and he was willing to as a courtesy pay for her tire. She advised that all her tires must be ***laced due to the vehicle being an AWD. This is true if tire tread depth on the other tires not being ***laced are below the minimum standard. We are absolutely willing to take care of one tire for this guest. We are also willing to extend the cost of each tire she would like to ***lace as well. 

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22914554
  
  I am rejecting this response because:

  none of this patch or repaired tire was disclosed to me at the purchase time. That was upsetting. Also, Lexus boast of the superior criterion certification process that L certified vehicles go through. It was unfair to me that the car was sold this way and once again this was not disclosed.
  

  Also, as an owner of an auto repair shop I know that you cannot replace just one tire on an all-wheel-drive F sport vehicle. I tried to explain this to Lexus and they refuse to listen.

   

  I took my vehicle to Nevada tire and replaced the one tire, invoice attached. 
  

  However, upon returning to ****** tire to pick up my car, they confirmed and advised that I go ahead and replace all the other tires or it will continue to damage the traction and vehicle if I do not. Separate invoice also attached.

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

  Business Response

  Date: 02/27/2025

  Our certification process is industry leasing. However, we are not required to disclose or replace a tire due to a patch. Not sure if any dealership is required to do so. Lexus of Las Vegas will split the cost of the 4 tires as a one time courtesy for the guest. We will mail out a check for $500 to the mailing address on file. Thanks. 

  Customer Answer

  Date: 02/27/2025

   
  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

  Date:10/17/2024

  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.

  An employee at this dealership ( which Ive never been too ) accessed Lexus dmv records to post my personal information online He screen shot the information out of the Lexus database. I didnt give my info to Lexus to have it mis used like this , neither the general manager nor service director cared about my problem that happened on 8/30

  Business Response

  Date: 11/01/2024

  We take privacy very seriously and appreciate Mr. ****** bringing this matter to our attention. We have investigated the incident and have instituted additional training for all staff.  Our General Manager has contacted Mr. ****** and is engaged in ongoing communication to reassure him of our commitment to privacy and to bring this matter to a mutual beneficial conclusion.  

• Initial Complaint

  Date:09/10/2022

  Type:Product 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.

  My vehicle was being recalled by Lexus to have the airbags replaced. The vehicle was taken to Lexus of Las Vegas and I requested they look into the retractrable roof also. When the vehicle was returned, the climate control had caught fire. I was told it was like that when it arrived. The a/c was working fine when I arrived and was in use in the 110 degree heat. I was told they could not check the roof since the button was on the climate control panel, but they billed me for the inspection as well as an additional $35 without any reason given. "It is what they do sometimes" I was told the the service agent. I paid the money before they could do any more damage. I was also handed an estimate for $4000 for the repair of the damage they had caused.Once i received the vehicle back, I found the climate control console hanging off, not fully installed. I pulled it out and found the smoked components on the circuit board. The obvious apparent cause for the damage appears to be the way the ribbon connector was re-inserted into its base. The contacts were bent over each other and shorting out. There is no possible way the a/c could have been working with this direct short. The other ribbon connector was also damaged, as if they used a pliers to push in the delicate ribbon.I asked to speak with the service manager and was scheduled for another day. When we spoke, he stated that he had pictures of it not working. He never showed me anything and it was not necessary since I knew it did not work. He told me there was nothing they would do to rectify the issue.

  Business Response

  Date: 09/13/2022

  **************** brought his **** SC430, that has never been here before, and is branded with a "SALVAGE TITLE" in for an Air Bag Recall, a quote for a additional key, as well as a concern that the Convertible Roof "does not move". The convertible roof operation/switch is part of the A/C Control panel and upon bringing in the vehicle our technician took a photo of the A/C panel completely inoperable. As part of the diagnostics of the inoperable top operation, my technician removed the A/C panel, checked for power and ground, then opened up the A/C panel assembly to discover that the unit has already been disassembled, internal wire harness's tampered with and not secured, and a resistor on the panel burnt. Technician also noticed a secondary A/C panel assembly in the glove box, with "junkyard writing" on it, as it appears to have been used to try and swap out the entire unit or internal parts with the current one being used in the dash. **************** states that he is a computer expert and has knowledge of circuitry hardware, and that he has been repairing circuits for over 40 years. It appears **************** or someone other than Lexus of Las Vegas attempted to repair/replace the A/C control panel and or internal parts with the use of these "junkyard parts". It is Lexus of Las Vegas's opinion that the A/C, on this 19 year old vehicle with ****** miles and a "SALVAGE TITLE" (Carfax reports a Complete Total Loss on 8/28/2020) as well as the convertible top operation was not working when it arrived. **************** signed a repair order with a "High Mileage Disclaimer" that states -
  VEHICLE WITH 120K MILES OR MORE-
  PLEASE NOTE THAT BECAUSE OF THE AGE AND/OR MILEAGE OF YOUR VEHICLE WE REQUIRE A BASE DIAGNOSTIC CHARGE OF $260. THIS CHARGE IS NECESSARY DUE TO MITIGATING FACTORS DUE TO AGE AND WEAR OF VEHICLE. OUR TECHNICIANS WILL ALWAYS TREAT YOUR CAR WITH THE UTMOST RESPECT AND APPRECIATION FOR YOUR LONG TERM OWNERSHIP, HOWEVER THERE IS A REAL CHANCE OF DAMAGE TO COMPONENTS NECESSARY TO ACCESS TO PERFORM DIAGNOSIS. YOUR ESTIMATE WILL INCLUDE ANY SUCH BRITTLE PLASTIC OR RUSTED COMPONENTS THAT DID NOT SURVIVE REMOVAL AFTER SITTING IN PLACE FOR MANY YEARS. IT WILL BE YOUR OPTION IF YOU CHOOSE TO NOT REPLACE A COSMETIC PLASTIC PIECE, HOWEVER ELECTRICAL CONNECTORS, OR METAL COMPONENTS THAT PERFORM ESSENTIAL FUNCTIONS WILL REQUIRE REPLACEMENT.
  

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 18115376
  
  I am rejecting this response because:

  Regardless of what ever disparaging comments and opinions he has of my car, the bottom line is that it had a working a/c unit when it arrived. 

  If there are security cameras on site, it would show I drove up and parked in their lot with the windows closed. It was 100+ degrees that day and I was not sweating when I came out of my car. My mechanic looked at the car for a charging issue that morning and he can attest to the fact the a/c unit was working properly.

  You mechanics broke my car. I will not stop seeking justice until you fix what you broke.

   

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

  Business Response

  Date: 10/17/2022

  Our Service Director replied to this complaint on 9/13/22.  I have copied and pasted his response below as we are not sure where to download also I want to ensure that you get the response.  We stand by our response below.

   

  Thank you,

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

   

   

  **************** brought his **** SC430, that has never been here before, and is branded with a "SALVAGE TITLE" in for an Air Bag Recall, a quote for a additional key, as well as a concern that the Convertible Roof "does not move". The convertible roof operation/switch is part of the A/C Control panel and upon bringing in the vehicle our technician took a photo of the A/C panel completely inoperable. As part of the diagnostics of the inoperable top operation, my technician removed the A/C panel, checked for power and ground, then opened up the A/C panel assembly to discover that the unit has already been disassembled, internal wire harness's tampered with and not secured, and a resistor on the panel burnt. Technician also noticed a secondary A/C panel assembly in the glove box, with "junkyard writing" on it, as it appears to have been used to try and swap out the entire unit or internal parts with the current one being used in the dash. **************** states that he is a computer expert and has knowledge of circuitry hardware, and that he has been repairing circuits for over 40 years. It appears **************** or someone other than Lexus of Las Vegas attempted to repair/replace the A/C control panel and or internal parts with the use of these "junkyard parts". It is Lexus of Las Vegas's opinion that the A/C, on this 19 year old vehicle with ****** miles and a "SALVAGE TITLE" (Carfax reports a Complete Total Loss on 8/28/2020) as well as the convertible top operation was not working when it arrived. **************** signed a repair order with a "High Mileage Disclaimer" that states -
  VEHICLE WITH 120K MILES OR MORE-
  PLEASE NOTE THAT BECAUSE OF THE AGE AND/OR MILEAGE OF YOUR VEHICLE WE REQUIRE A BASE DIAGNOSTIC CHARGE OF $260. THIS CHARGE IS NECESSARY DUE TO MITIGATING FACTORS DUE TO AGE AND WEAR OF VEHICLE. OUR TECHNICIANS WILL ALWAYS TREAT YOUR CAR WITH THE UTMOST RESPECT AND APPRECIATION FOR YOUR LONG TERM OWNERSHIP, HOWEVER THERE IS A REAL CHANCE OF DAMAGE TO COMPONENTS NECESSARY TO ACCESS TO PERFORM DIAGNOSIS. YOUR ESTIMATE WILL INCLUDE ANY SUCH BRITTLE PLASTIC OR RUSTED COMPONENTS THAT DID NOT SURVIVE REMOVAL AFTER SITTING IN PLACE FOR MANY YEARS. IT WILL BE YOUR OPTION IF YOU CHOOSE TO NOT REPLACE A COSMETIC PLASTIC PIECE, HOWEVER ELECTRICAL CONNECTORS, OR METAL COMPONENTS THAT PERFORM ESSENTIAL FUNCTIONS WILL REQUIRE REPLACEMENT.

• Initial Complaint

  Date:08/15/2022

  Type:Billing 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.

  There have been a few issues lately that would cause me to go to BBB. First, I had my oil changed at 73k miles. Brought it back at 82k miles, the 10k miles recommended, and asked for oil change but did not receive it. I brought it back at 92k for oil change and it was noted I didn't get one at 82k miles. I was told it was only "maintenance". Lexus confuses customers and perhaps misleading when they say bring in for maintenance and the customer believes it to be oil change at the recommended mileage. Nonetheless, they let my car go almost 20k miles on the same oil. Then only to be told by the service manager, I didn't bring the car under 10k miles. So if the oil was changed at 73k miles. and brought back at 82k miles. Simple math is I brought the car back at 9,000 miles. 1000 miles remaining on the 10,000 mile oil change. Just past week, brought in for coolant fluid change on a Friday and a sensor re-gluing. Car isn't ready until Monday service adviser informed me. She's on a weeks vacation. I call back on Tuesday, service says they still have questions for me and the car isn't ready and stay in the loaner. Only on Saturday when my service advisor, who is great by the way, calls and tells me my car is ready. I pick up the car and apparently the car has been sitting outside during the monsoon's this whole week. Has the leaves of trees and water stains on it as well as 2 dents, not previously noted. I'll admit, I do not know if the dent's happened in their custody, but with the back of the service house performance or lack of lately, it's a possibility if it's been sitting outside the entire week.

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/16) */ Mr. ***** has a Pre-Paid Lexus Maintenance program. This program was thoroughly reviewed during the finance process when Mr. ***** purchased this vehicle as well as discussed with the guest during multiple service visits. This program includes 4 complimentary services every 5K miles. Two of which include an oil & filter change. Vehicle history of the complimentary maintenances are as follows: 60K service performed at 61535 mile (with oil change), 65K service performed at 66078 mile (no oil change), 70k service performed at 71835 miles (with oil change), final complimentary maintenance was the 75Kperformed at 83396 miles (with no oil change). Mr. ***** was insisting that he was due oil and filter at every Pre-Paid Maintenance Interval. He requested his final complimentary maintenance, the 75K service to be performed at 83,396 (no oil change and that he was overdue for. We offered to perform the oil & filter change at the 75k maintenance but that it would be at his expense since his pre-paid maintenance program did not cover that service. Mr. ***** has since returned for an oil & filter change at 92853 miles. At each service interval a maintenance reminder sticker is placed on inside of the windshield indicating the mileage for the next service. This factory recommended maintenance interval is thoroughly explained to the guest at every service visit. Mr. ***** "states everybody in the world assumes that sticker is for an oil change", to which we explained again the maintenance intervals requirements on his Lexus and his prepaid maintenance program. Consumer Response /* (3000, 7, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) First I believe this is a case that the BBB should refer to Arbitration. I thank the company for their response. It appears to be the same service manager whom I spoke with. However, if the BBB will note, the oil change isn't the main reason for the complaint filed and it was never addressed. It shows the company author of the reply is only focused on one aspect of the complaint that was previously discussed. It seems obvious that the author is not a person of maintenance, scheduling or customer service. Nonetheless, I'll respond to their statement. I'll state again, the service advisors in the front of the house are great with customers. The ladies that I have worked with have a firm grasp and understand in the areas mentioned above. These issues are with what I call the back of the house. If you will look, even at his statement or the appointment logs, I have always brought my car in for oil change every 10k miles. Even by the company's own words; "Mr. ***** was insisting that he was due oil and filter at every Pre-Paid Maintenance Interval. He requested his final complimentary maintenance, the 75K service to be performed at 83,396 (no oil change and that he was overdue for"()). I have always asked and brought the car for a 10k mile oil change. The company has obviously made a mistake and didn't do the oil change at 83k miles and trying to cover it up. The number one item on the Lexus service checklist states; "1. Attach and inspect NSH for regular services completed and up-to-date, including latest services performed". This didn't happen. When the car was brought in at 83k miles, specifically for oil change that I specifically requested, that was not accomplished. The checklist should have told the service tech at 10k miles oil change is due. This isn't the first time the company has falsified documents. When I purchased the car, the initial brake pads on the CPO report said they measured at 6mm. I had to bring it to a 3rd party and back to Lexus for a remeasure to be at 10mm. Finally, I have to express my disappointment in what I believe to be a cover up once again by the author of the reply. They are misrepresenting services and not being honest about it nor addressing the simple fact I brought my car in for fluid change and it was left outside in the monsoon weather, under a tree. BBB, please forward to arbitration. Business Response /* (4000, 11, 2022/09/06) */ These complimentary services are part of the Certified Pre-Owned program and administered as a warranty claim. Lexus of Las Vegas stands by the services requested and provided to the guest. In administering the complimentary maintenance program we cannot deviate from the warranty services guidelines. Lexus of Las Vegas is always ready to perform any additional services requested by the guest but cannot do it under the complimentary maintenances program. Should Mr. ***** request an oil and filter change we can accommodate this. Lexus of Las Vegas is prepared to offer a "onetime" complimentary oil and filter change at his convenience. Lexus of Las Vegas is also prepared to inspect the exterior of Mr. *****'s vehicle and perform a detail due the "left outside in the monsoon weather, under a tree".

• Initial Complaint

  Date:04/15/2022

  Type:Product 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 dropped my 2018 Lexus RX 350 off at Lexus of Las Vegas for routine maintenance (oil change/tire rotation). The service departments at the Lexus dealerships in Las Vegas are the only service departments who have performed maintenance on my vehicle, with the exception of a set of tires. The dealership contacted me and stated my water pump was leaking, that the warranty had recently expired because my vehicle had 78,000 miles on it, and that the cost to replace was right at $3,000.00. I have never had issues with a water pump on any vehicle, nor was my car having any issues when I dropped it off at the dealership. I contacted Lexus Corporate and they agreed to pay for the water pump as an out of warranty item. I picked my car up from Lexus after the water pump replacement and it then began leaking what appeared to be oil. I took it to Lexus and ten days after I dropped it off so they could troubleshoot, they contacted me and stated the vehicle is, in fact, leaking oil and that the cost to fix the issue would be in the ballpark of $1500.00 I reiterated that I was having no issues with my car until I dropped it off and it was conveyed to me that the water pump needed to be replaced and that the oil leak started right after they replaced the water pump. I spoke with Annie at Lexus Corporate after massive run around for the last 3 weeks trying to reach her and repeatedly requesting communication via email and she stated they already agreed to pay for the water pump and they would not help with the oil leak, in spite of the fact that there was no oil leak until immediately after Lexus of Las Vegas replaced the water pump they insisted was leaking.

  Business Response

  Date: 08/20/2022

  Business Response /* (1000, 5, 2022/04/19) */ This vehicle is out of warranty and the guest has had numerous calls and e-mail conversations with the Lexus Brand Engagement Center over the water pump and rear main seal leak. Lexus of Las Vegas has been working in-between both parties to remedy these guest concerns. Lexus of Las Vegas has performed the water pump repair previously. We have photos documenting the vehicle condition when originally brought to us and is the process of repairing the rear main seal as well. Product quality concerns being discussed between the guest and factory is something the dealer has no influence over but stand ready to assist and has taken the step to resolve this specific mechanical concern as quickly as possible. Consumer Response /* (3000, 7, 2022/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Lexus of Las Vegas agreed to repair the oil leak that occurred immediately after the water pump replacement by the service department at their dealership. I just picked my car up from the dealership this evening and didn't even make it from the dealership to my house (less than a 30-minute drive) when an "ICS Malfunction" warning presented itself, as well as "Check Engine: A malfunction in the electronic control of the engine, throttle, or automatic transmission has been detected. Please contact your Lexus dealer in order to have your vehicle inspected immediately". Neither of these warning messages has ever presented themselves until Lexus of Las Vegas touched my vehicle "this time". This complaint has definitely not been resolved to my satisfaction. The Lexus of Las Vegas service department was closed when the ICS Malfunction and Check Engine error messages presented themselves less than 30 minutes after I picked my vehicle up from the dealership. I have emailed both service directors of Lexus of Las Vegas. Business Response /* (4000, 9, 2022/04/25) */ The Rear Main Seal Leak repair was performed, and an extensive road test was completed post repair. During this road test, numerous components and system are monitored, and checked for proper operation. Upon completion a final "Physical" inspection as well as a digital "Health Check" of the vehicles computers and sensors was completed. All systems re-inspected passed both the physical and digital compliance benchmarks. The ICS Malfunction (Intelligent Clearance System - parking sensors) light came on due to an internal short circuit in the Air Fuel Sensor. This sensor has nothing to do with the recent repairs or the systems involved with these repairs. Lexus of Las Vegas has ordered this part, and will install it once the part has arrived.