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:02/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/24/2024, I entered a lease agreement for a 2024 Lexus IS 350 (black) by putting $5000.00 and trading my 2022 ***** Civic. Initially I was told the payment would cover plates, registration fee, first months payment etc. Prior to signing the paper work I wad presented with an additional fee of $600.00 to cover the cost of plates. I declined to pay the fee and wanted a refund on my payment. the manager decided to waive the fee. I was told I would receive new plates in the mail within a few weeks. Its been almost 4 months I cannot drive my car due to the vehicle not being properly registered. I dont have permanent plates and employees at the dealership keeps giving me the run around with the processing of the vehicles paperwork and permanent plates. I would like like to request a full refund.

  Business Response

  Date: 03/06/2025

  We have been working with the customer since the time of purchase to get her vehicle registered as it is NOT our intention for this to be delayed. With that being said, we have no control over how long it takes the **** and or *********** to process registration as there can be various reasons behind the delay. We have issued multiple temporary tags, so customer is still able to use the vehicle and even $500 dollars in compensation for the inconvenience, but customer is still not satisfied.

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Good afternoon We leased GX 460 from Lexus of Freeport on October 29th, 2023. The lease deal was made with sales person *** **********. When we picked up the vehicle and signed agreement, we were told that second set of keys is on backorder and wont be available anytime soon. This information was not disclosed to us prior to signed lease agreement. This was very unprofessional. The sales manager at that time knew as well and was present there. They just apologized for not disclosing. We would have not signed up for this lease if we knew about it. Now it has been over a year and we still do not have second set of keys. I tried many times emailing the managers team there and calling but never received any resolution. Today i called Lexus Headquarters and opened a case, #************.We do not want this vehicle and want our downpayment (trade) value back if this doesnt resolve anytime soon.

• Initial Complaint

  Date:05/15/2024

  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.

  Continue to receive unsolicited mail from Lexus of freeport. I requested removal on Lexus website and called and asked to be removed from mailing and phone lists. I keep getting mail from Lexus and I dont even own a Lexus anymore.

  Business Response

  Date: 05/29/2024

  Good afternoon, we have removed ******************************* purchase history with us and should no longer be receiving any specials or promotions via mail. 

• Initial Complaint

  Date:04/15/2024

  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.

  To get the full details you will need to read my ****** review. We purchased a truck and was told it had a certain towing capacity only to find out it didn't. After only a week of having the truck we called the dealership back and while there was no dispute that they provided us the wrong information when I asked them and said so you're saying that we're now stuck with this vehicle because you said it was something that it's not their sales manager said "well yes". No apologies, no phone call from the sales guy that sold this the truck. Just a big **** *** You're stuck with the truck and we're not doing anything for you!

  Business Response

  Date: 04/29/2024

  The selling dealer is privileged with the same information of the vehicles capabilities as the consumer, and it is ultimately the responsibility of the buyer to decide if the vehicle suites their needs prior to making the purchase.

• 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.

  I purchased a 2019 Lexus Certified ES 350 from Lexus of Freeport. At the time of this purchase, I was in *******. This purchase was made over the phone. I sent the check for the price/dealer fees for this vehicle. I had the vehicle shipped to my ** home via an auto transport service. When the transport service arrived at the Freeport Lexus Dealership on 2/16/2024 to pick up the vehicle, the car would not start. Someone from the Lexus of Freeport maintenance department jumped the vehicle so it could be loaded on the transporter. The vehicle arrived at my home on 2/17/2024. Once again, the vehicle would not start. It was jumped again to get it off of the transporter. It was parked in my driveway at *****************************************************. I arrived in ** on March 9th from my stay in *******. This was the first time that I saw the vehicle I purchased. The key fobs were not working. The doors were locked on the vehicle and we couldn't get in the vehicle. I contacted Lexus of Freeport and they instructed me to call Lexus Roadside Assistance. I did and they sent a person out to my home with a battery jump pack. He could not get the vehicle started. A second person was called. This person came with a tow truck. He too tried to start the vehicle and could not. He then called a third person. This person came with a flatbed truck. My new car was loaded onto this flatbed and transported to Lexus of *******, **. On Monday, March 11th, I received a call from Lexus of *******. They informed me that the battery in the vehicle was completely dead and needed to be replaced. The total for this was $312.83. I then contacted Lexus of Freeport. I spoke with AK (***********). He told me that they would reimburse me the cost for a new battery. I was told that it would be ******* to me that day. Here we are, two weeks later. i STILL HAVE NOT BE REIMBURSED, AND NOW NO ONE IS RETURNING MY CALLS FROM LEXUS OF FREEPORT.

  Business Response

  Date: 04/11/2024

  Lexus of Freeport refunded cost for battery replacement. Customer is now satisfied.

• Initial Complaint

  Date:10/11/2023

  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.

  I purchased a used car from this dealer on 8/16/2023. I paid a deposit of $1000 to reserve the car on 8/2 using my credit card and then paid the rest of the balance through wire transfer on 8/16.Details of the transaction are attached as well as illustrated below.The dealer collected a total of $459 extra from me (as is typical of dealers to overcharge for taxes and registration and then refund the excess after DMV processes the paperwork). I've reached out numerous times to them to have them correctly calculate everything and refund the right amount they took as excess. However, they have refunded only a partial arbitrary amount without any explanation.I have all receipts from DMV showing how much they charged and yet, this dealership is keeping excess amount and not communicating.Actual cost: $68,000 (Car) + $175 (Doc Fee) + $37 (NY Inspection Fee) + $1.93 (Verify fee) + $8094.25 (WA taxes and reg) = $76,308.18 I've paid a total of $1000 (credit card) + $75,767.13 (wire) = $76,767.13 Balance owed to me: $76,767.13 - $76,308.13 = $459 Check sent by dealer to me: $208.95 Final balance owned to me: $459 - $208.95 = $250.05 I'm looking for assistance is getting my $250.05 back from them which they have collected as excess and not refunded.It's been a frustrating experience trying to track down everything, and their callous attitude towards a customer's money.Please assist in getting the rightful resolution.

  Business Response

  Date: 10/25/2023

  we mailed refund check for the amount in question on 10/11/23.

  Customer Answer

  Date: 10/26/2023

  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

  Date:05/30/2023

  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 battery for my car on 10/10/2020. I had a warranty exchange on 10/01/2022. The battery that I got was defective which caused my alternator to go bad. I had to purchase a new warranty and an alternator. It cost me $897.00 to do the repairs at a local mechanic. I went back to Lexus where I received the defective battery so that I could at least get a credit for the defective battery, and they told me that they could not, that the only thing they could do was to give me another battery and I would have to pay a co-pay of $65. I told them I already purchased a new battery I don't need another battery, I asked for store credit, and they said no. I asked to speak with a manager and they told me it was not possible because he was not in. I visited the store on 2/02/2023.

  Business Response

  Date: 06/21/2023

  On 10/01/2022 the customer brought the vehicle in with a complaint of a warning light and battery low voltage. The charging system was inspected and the battery failed a load test. Being that the battery was purchased over the counter, the installation of the battery was not covered and the customer declined installation and post installation inspection. The customer was given a new replacement battery which he installed himself. After installation the customer did not return for us to confirm proper installation or charging system operation with a good battery.
  
  On 02/02/2023 the customer returned to the dealer with a complaint of battery failure but did not bring the vehicle, he only brought in the battery. The battery was load tested and failed. The battery is now over the 2 year full replacement warranty and the customer was responsible for the prorated fee of 50% of MSRP. The customer declined to pay prorated price and a new replacement battery was not given to the customer.
  
  I tried to reach out to the customer but he did not answer my call. I left him a voicemail. Reading the BBB complaint the customer states that an outside shop found an alternator problem. It may be possible that the customers vehicle had a bad alternator causing repeated battery failure, but being that the customer never allowed us to inspect the vehicle with a good battery there is no way we could have made this diagnosis. A charging system cannot be properly checked with a bad battery. Another possible cause of alternator failure could have been improper installation by the customer.

  Customer Answer

  Date: 06/27/2023

  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

  Date:04/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 went to Lexus of Freeport to have my front brakes, wheel alignment and additional services performed under my warranty. I placed my service request with the ******* whom I typically work with. Once I arrived, I was assigned a different service advisor without explanation and unauthorized services were performed on my vehicle due to lack of communication, internally. Prior to the unauthorized services being done, I repeatedly requested an estimate of services from the service manager, ******* and I was met with several promises to apply discounts and seasonal promotions instead. When I inquired again on an estimate before the work was completed, none was given. Shortly upon arrival, I was notified about the total and unauthorized services that I was charged for and the service manager did not wish to take accountability. The dealership took almost two weeks to complete the services and my vehicle sustained a deep scratch while in their care. Additionally, the loaner I was provided was not clean and also needed service. The experience was extremely poor and dishonest.

• Initial Complaint

  Date:03/02/2023

  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 new 2023 UX250H on December 30,2022. After signing all papers and paying in full, I was given one key and told it would take a few weeks until the second key was available due to a chip shortage. I called the salesperson 2 months later and was informed the key would arrive in the 2nd quarter of the year. I then called Lexus headquarters customer service and was told the key would not be available until August. I was also told the dealership was aware of the timeline when I bought my car but it turns out the were not honest about disclosing this information then and still now. I was intentionally deceived in order to make the sale.

  Business Response

  Date: 03/17/2023

  Dear *************************,

  
  We regret to hear that you have experienced issues with the shortage of keys for your 2023 UX250h purchased from Lexus Of Freeport. We understand that this has caused frustration, and we apologize for any inconvenience this may have caused.

  
  We would like to update you on the current status of the situation. As you may be aware, there has been a global shortage of semiconductors, which has affected the production of keys for some of our vehicles, including the UX250h. However, we are pleased to inform you that Lexus is preparing a service campaign to provide customers with a second key as a supply of semiconductors improve this year.

  
  Our plan for the service campaign is as follows:

  *********** campaign is currently estimated to launch in phases starting in the summer of 2023, which is subject to change based on parts supply. We will notify affected customers by first-class mail when second keys are available and ask customers to return to a Lexus dealer with their original smart key so dealers can program a new second key and provide it to the customer.

  
  We want to assure you that we are working diligently to minimize the impact of this situation on our customers. Depending on the parts supply situation, we are currently aiming to begin providing affected customers with their second smart key beginning the summer of 2023.

  We appreciate your patience and understanding in this matter. If you have any further questions or concerns, please do not hesitate to contact us at Lexus Of Freeport. We value your business and look forward to serving you in the future.
  

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

  General Sales Manager

  Lexus Of Freeport

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

  Customer Answer

  Date: 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: 

  I was not informed of the key situation until I signed the bill of sale for the car. It was only then that I was told we were given one key due to the "chip shortage" and that I would receive the second key in a few weeks. If I had known this was going to be the case I could have bought my car from another dealer where 2 keys were available. I am now being told 6-8 months until that key may be available, it's unacceptable. Why are duplicate keys available for $500 from a locksmith?  How would Lexus like to compensate us for this inconvenience?

   

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

  Business Response

  Date: 03/27/2023

      I understand your frustration with the chip/key shortage.  All dealers are affected by the same shortage and in the same way, so no other dealership would have a different result.  However, in the interest of customer satisfaction I will endeavor to secure a spare key for you through another source.  Please fell free to contact me at ************ ext#****, *************************** to work out the details and time frame.

  Thank you very much for your patience as we resolve this concern.

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

  General Sales Manager

  Lexus of Freeport

• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 took my car for service on 9/14 and did not get the car returned to me until 9/20. The service at Lexus of freeport lacked quality control, professionalism and attention to detail. My sunroof shade was struck. two days later I was told that another part had to be ordered because it was not the shade but the mechanisms that helps the shade and sunroof open and close. I had to get a loner car because every day when I called, I was told the car was not ready. Finally, when I picked up the car and got it home, I noticed that the panel used to operate the sunroof, lights and emergency call was loose and not flushed with the roof of the car. there were also gaps in the shade again not flushed with the roof of the car. The trunk of my car had 2 dirty oily rags that were left by the technician. the car was washed but had dirty fingerprints on the glass part of the sunroof. I've had three Lexus vehicles. I 've always gone to ******* Lexus in Farmingdale to service my car. I only went to Freeport because the consultant that I always work with was transferred there. ********************** is amazing, this complaint is no way directed towards him but towards the business and their policies. For example, there was a day when my car was not worked on because the technician who was working on the car was absent. I was told that only that particular person could work on the car. So, time was lost because some was not at work. The service was unacceptable. I have to return the car so that the errors that were made can be fixed. i do not ever want to return to Lexus of Freeport. It's a shame because I live around the corner form the business and it is convenient. I would like to take my car to Lexus in Farmingdale so that the errors made at Lexus in Freeport can be fixed.Thank you.