ComplaintsforStoler Lexus

• Initial Complaint

  09/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Lexus Stoler, regarding a vehicle purchase made at 6/28. Details of the complaint:Misrepresentation: Both the dealership's website and the salesman explicitly assured us that the vehicle was Lexus Certified. This was a key factor in our decision to purchase.Discovery: Upon reviewing the purchase documents, we found no indication of the vehicle's certified status.Initial Follow-up: When contacted, the dealership manager and salesman claimed they had conducted a certified check and would officially certify the vehicle once a recall for the key was resolved.Delayed Resolution: Two months have passed since the recall issue was resolved.Current Situation: We were recently informed by the manager that the vehicle is not certified, contradicting their previous statements.We believe that Lexus Stoler engaged in deceptive practices by:a) Falsely advertising the vehicle as Lexus ********************* confirming the certification status during the sale c) Providing misleading information about future certification after the purchase We are seeking the following resolution:Lexus Stoler to honor their original commitment and provide us with a properly Lexus Certified vehicle, as initially promised.A formal apology for the misrepresentation and inconvenience caused.Assurance that steps will be taken to prevent similar incidents from occurring with other customers.We have attempted to resolve this issue directly with Lexus Stoler, but their responses have been unsatisfactory. We are now seeking the assistance of the Better Business Bureau to mediate this dispute and help us achieve a fair resolution.Thank you for your attention to this matter. We look forward to your response and assistance in resolving this issue.Sincerely,*******

  Business response

  09/12/2024

  To who it may concern,

   

  The reason the customer never received any paperwork on the certification is because the car never was a certified ,there was a recall on that particular vehicle and we as a Lexus dealer can not certify any car that has a current recall at the time of sale. The car was inspected and sold as a non- certified car at the time of delivery. Customer was aware of this but the salesperson who sold the car might of said once the recall was done that they can pay to have it certified. I understand the customer went to a different ********************** dealer to take care of the recall. If the customer wants to have it certified I'll be happy to help him out and handle that for him ay his expense .

  Customer response

  09/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  At the time of purchase, we made it explicitly clear to the salesperson that we were only interested in a Lexus Certifiedvehicle, and we were repeatedly assured that the car in question was, in fact, certified. This was a major factor in our decision to proceed with the purchase. We were never informed that the car would require additional payment to be certified once the recall was resolved. In fact, the dealership's own management and sales staff confirmed at that time that the certification would take place after the recall was liftedat no extra cost to us.

  
  It is deeply concerning to see the dealership now change its position multiple times. Initially, they confirmed that the car would be certified following the resolution of the recall, but now they claim that we were aware the car was sold as non-certified, which is absolutely false. This misrepresentation is not only dishonest but amounts to fraudulent behavior, and it is entirely unacceptable from a reputable brand like Lexus.

  
  I respectfully request that Lexus Stoler honor their original commitment and certify the vehicle at no additional cost, as was clearly promised when we purchased it. We entered into this purchase based on the understanding that we were buying a certified vehicle, and we expect the dealership to act with integrity and fulfill their obligation.

  
  I trust that Lexus will take this matter seriously and work to resolve it promptly.

  
  Sincerely,

  ******* **
  
  
  
  
   
  

  Business response

  09/26/2024

  To whom it may concern,

  Unfortunately my answer is the same as it was in my first response *** ** was never going to get a certified car because we can not do a certified inspection with a open recall and he knew that on delivery.

  He even went to a different dealer to get his recall rectified. He also notified Lexus corporate  and they told him the same thing that if he wants the car certified he would have to bring it into service and pay for it.

  I will give him our cost on the certification if he wants do it. 

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

  I could be reached @ *************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Will not do repairs on my car. Why did I buy this extended service if they will not honor it.

  Business response

  07/17/2024

  Customer purchased a Tire and Wheel policy day of purchase but  it does not cover cosmetic repairs to chrome wheels but we did cover 2 wheels in the past under that policy

  .Customer was told this on more than one occasion.

  If she didn't use the policy I would refund her the money for it , but she used it a few times.,

   

  Thank you

  **********************;

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car on April 20, 2024. When I purchased the car, I was told that there was a chip shortage, which resulted in there being a slight delay with keys. For that reason, we wouldn't get a spare key on the date of the purchase. However, also with this car, I purchased a warranty that allowed me to get a key replacement for lost keys. It has now been three months since the purchase of the car and Lexus still cannot provide a spare key. Lexus estimates the keys to be rolled out for my car in October. At this time, I don't understand how Lexus can continue to offer (and charge for, and allow people--aka me--to pay for) key replacement when apparently there aren't enough keys for their existing vehicles.

  Business response

  07/17/2024

  Just left a message for customer that we have a Key fob for her and to come in to get it programmed at her earliest convenience . I'm unclear what she wants $20,000 for ? lol

  Please close this complaint asap, Thank you

   

  Customer response

  07/17/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 Lexus RX 350 with ***** miles on February 12, 2024. I used the ** one time in May 2024. On May 28, 2024, I noticed the floor in the passenger side soaking wet. I called the Dealer right away and brought the car in for service. The Tech immediately without even looking at my car stated a spider crawled into the ** drain valve and clogged it causing water damage mold to the amount of $10,368.27. I drove this car ***** miles. ******* Lexus drove it for the ***** miles. They told me it is not covered under any warranty. I stated it was there when I purchased the car, what was i supposed to remove the rugs prior to buying? They did not show me the spider or the clog, the showed me a video where they blow air up the drain and that is their proof it's a bug. ******* Lexus refused to compromise. On top of paying $60k for a new car, I now had to file an insurance claim for flood damage to the interior of the car through no fault of my own.

  Business response

  06/28/2024

  Customer brought vehicle in beginning of June for a bad odor so we did a complete check and found A/C drain clogged due to outside influence. Due to this matter water backed up into vehicle causing mold inside vehicle.

  We explained to customer that due to this issue ********************** will not cover the repair and was advised to open a claim with her insurance company which is why we have insurance. She was very rude to myself and my staff

  saying that she bought a NEW car but it was a Loaner Car with ***** miles on it even if it was new this is a outside influence and unfortunately not covered through the Factory warranty.

   

  If you have any further questions feel free to call me  ************

   

  Thank you

   

  Customer response

  07/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hello, I bought this car in February. I used the A/C 1x not around when this flood was discovered.  I was not shown that there was an actual bug in there.  You sprayed air up the drain and stated oh it's a bug.  Where is the picture or video of you removing the bug.  I had this car 3 months when you advised me to make an insurance clam for water damage to the tune of $15k.  Your right this was a new purchase with 9,000.  How can you 100% state this did not occur under your time with the car?  I purchased this car for $60k in February and in May had an interior flood.   The fact is you can't 100% say this was a spider because you have not shown me the proof.  I drove this car ***** and used the a/c 1x.   Lexus should have honored this problem under the warranty.  Now on top of paying additional insurance premium for a new car,  I now have a flood claim under my policy which will increase my premiums probably double because I had this car for 3 months and presented a large loss.  Please provide the video that shows the spider was the cause of loss.  All you showed me was an air hose.  You are also aware that this a problem with the Lexus cars.

  Again, I now have to pay $1,000 insurance deductible on a $60k car purchase, 3months ago.  No one warned me at Lexus that I needed to be aware of this.  No one warned me that the sunroof drains clog as well.  Not even when I brought it in for service.

  Stoeler Lexus took advantage of me because I am a woman.   What am i supposed to do when i buy a gently used car, have them rip up the carpets to look for potential water and mold?

  I would like Stoeler to  offer some compensation for this.  I would like Stoeler Lexus to pay for half the damages.  I feel that is only fair since we can't pinpoint the exact date/time this occured.

   

  Stoeler has the videos too.

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

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

   

   

   

   

   

   

  
  
  
  
  
   
  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 10/12/2023 I purchased a brand new car from this dealership. The financing guy sell me some warranty, which I regret and ask for cancellation. For tire& wheel $2060 + tax , ****** auto care $ **** + tax , VSA ****+ tax , paint protection $1212 + tax , I received ************ , ****** auto care and VSA refund of total $7810 only they didnt refund my sales tax ******%. and still waiting for the refund of the paint protection of $1212 + tax. I email finance person who sold me all this his name is *********************** , his email is ********************************** phone# is *******************

• Initial Complaint

  05/22/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I visited their showroom on Friday, May 19, 2023 after a phone conversation with *******. The offer provided to me was horrible. I informed ******* that I could not afford the $5k downpayment as I am out of work, but of course, the offer included the 5K payment. Does anyone listen to the customer on the phone, or do they just want to get them in the showroom to **** them. The offer that was attached indicated that the total due at signing may be less than you think. That is wrong. Where is the equity that I have in my car, presumably $4,000. The downpayment and monthly payment did not decrease. Also, the offer was based on 4 months remaining on my current lease, whereas I only have 3 months remaining, yet once again, not reflected in the offer provided to me at the showroom.

  Business response

  06/06/2023

  WE SPOKE TO CUSTOMER  WORKED IT OUT AND CUSTOMER TOOK DELIVERY OF A NEW VEHICLE AND IS SATISFIED  THANK YOU PLEASE CLOSE CASE 

  Customer response

  06/07/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  03/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was mistreated as a customer and I would like a response. I felt the treatment I received was not appropriate.

  Business response

  03/17/2023

  After speaking with the Business Manager as to the incident, there seems to be some confusion. The checks he brought in were unable to be used as our bank does not accept third part endorsements. We asked him to go to the bank to have the bank checks made directly to the dealership. According to his complaint he feels this is mistreating him. Our goal is always to satisfy out customers and we work diligntly on achieving this every day. We are regretful he feels this way.

  Customer response

  03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  A legitimate bank check was provided. *********************** was all over the place, horrible with numbers, couldnt comprehend the information provided to him; the warranties being purchased, failed to present his manager he claims to have conferred with after making such request.  He is uneducated with banks and certainly does not have any human relation skills.   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

*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. ↩