ComplaintsforDarcars Lexus of Mt. Kisco

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a truck from them on 4/01/2024. Not even a month later (4/21/2024) the truck is leaking coolant like crazy, making suspension sounds and so on, NY has a 30 day lemon law and they are saying that I would have to pay for the diagnostic and repair. I am still within my 30 days. I need this fixed.

  Customer response

  04/24/2024

  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

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went with my son to buy a brand new car and settled on a **** nx350h the salesmen never mentioned anything about sales commissions only dealer document fee and dmv fee. When signing the paperwork they added a 2% sales commission on to the price with out telling us and would not remove it. Going online DARCARS brand has lawsuits against them for this same issue. Looking for BBB to help so other customers dont get ripped off as no other dealership charges this

  Business response

  02/12/2024

  Hi there, thank you for bringing this to our attention. We're a little bemused to read this as our team clearly disclosed this fee during the sales process and confirmed that ******************** was comfortable paying it prior to her purchase. She was kind enough to leave us a glowing review of her experience and even stopped by in person over the weekend to thank us again. We believe that this complaint is not coming directly from the customer, and would ask that ******************** reach out to our sales team directly if she has any concerns. 

  Customer response

  02/12/2024

  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:

  My overall experience with the dealer ship was great. **dnesday night they were not able to register the vehicle because my insurance was closed. They had us take the car with a dealer plate and I had to come back on Friday so they can register it and apply the darcar assurance package. I did the review per there request while i was waiting for everything to be done.  During the entire process with ******, the sales commission was never disclosed only the price of the vehicle, the extra packages that were available for purchase, trade in value, down payment, tax and dealer document/dmv fee. When signing the paper work with ******* in finance we saw the sales commission charge and we asked her about it and said it was worked out with your sales rep. ** questioned ******* and he advised that it wasnt paid to him, it was paid to the Darcars for selling the brand. He also advised that there was nothing he could do about it.  It is not a business practice for auto dealerships to pass the sales  commission onto the customer and we have reached out to ********************** regarding for clarification as Darcars has lawsuits in the news regarding the charges. My son had reach out to Taimoor today as we are missing finance paperwork on the vehicle and i still have to follow up with Lexus regarding canceling the pre paid service plan that they were not able to cancel. 

   

   

   

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

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

  Business response

  02/13/2024

  Thank you for the additional information! We reached out to ******************** via phone and email on February 12th and are having our GM reach out today as well to assist in resolving her concerns.

  Customer response

  02/14/2024

  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

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2023 Lexus NX350h vehicle that was shipped to my home in **** on 2/25/2023. Upon inspection, the vehicle was discovered to have a damaged driver-side edgeguard. A review of the photos a sales rep sent me shows the damage is visible when you zoom in, confirming it left the dealership damaged and was no fault of the shipper. At the request of my sales rep ***** (text photos attached), On 2/27/2023, I took the car to a local Lexus dealership who said the edgeguard is bent beyond repair, and should be fixed at the expense of the dealership I purchased the car from since it was most likely damaged in transit from the factory and that these issues get repaired before the customer takes delivery. The service manager at this dealership said if I were to do it at my expense, it would be $326+ tax installed since the edgeguards come in a set of four and can't be purchased individually. He encouraged me to have Darcars Lexus remedy the situation at their cost. Since then, I have texted, emailed and included a handwritten note to my sales rep (no response to the issue, communications attached), emailed the service manager (attached) with no response, and emailed the ** of the dealership who emailed me he would get to the bottom of the issue but that was two weeks ago with no follow-up (attached). I told him my desired outcome was to have new edgeguards shipped OR to have a check sent to me for $350 so I can order them through my local dealership and have them installed. I cannot get the basic courtesy of a reply from this dealership. At this point I feel I have no other recourse to address my concern. I feel through this whole process my communication has been polite, professional and unemotional, so I am left perplexed at why this dealership has treated me so poorly. I appeal to you to help me resolve this issue. I would be happy to speak with someone if needed to go through the timeline and specifics of this matter if it is needed. Thank you!

  Customer response

  03/27/2023

  Better Business Bureau:
  
  I had a very positive conversation with the ** of the dealership today, 3/27.  He has resolved my concern and is ensuring everything else has been taken care of.   In reference to complaint ID ********, I find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought a newLexus 2021, nx300 from this dealer on 01/08/2022. They encourage me to take tire wheel protection coverage amount of $1385. I realized this coverage is not worth for me. This agreement canceled by with in 30 days 100% will refund to customers. So I canceled the coverage 2/7/2022. Dealer not returning my money yet. About 2 times I called to financial officer and personally I went dealerships spoke to Manager ********************* on 3/25/2022. He said he call me back and pay the money. About 2 month I paying this moneys interest. Please help me to get my money. They have no right holding this money.

  Business response

  03/31/2022

  CRM, ***************************, followed up with the dealer and reached out to *********************** in accounting. Per **** the tire and wheel cancelled was cancelled directly with the lien holder on 3/25/22.  CRM, ***************************, reached out to the customer and explained to him the process and cancellation. Customer appreciated the response. Please close.  Thanks ***************************

*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. ↩