Complaints

This profile includes complaints for Luxury Auto Works's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Luxury Auto Works

  350 E. Whitestone Blvd Cedar Park, TX 78613

• 

  Luxury Auto Works

  8300 N. Lamar Blvd Suite A-100 Austin, TX 78753

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:05/06/2025

  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 had my Truck looked at to find what the problem was after I explained what was going on, they had my Truck a several days & explained to me what the problem was. They gave me the price & asked if i wanted them to do the Job, my rebuttal was yes. When I went to get my Truck the same problem occurred the next day, I contacted the Business & talked to the Manager ***. He told me i was under Warranty & to bring the Truck back, so when I did just that. He (***) then told me it was something entirely different from what was told to me previously. Now they refuse to honor my Warranty & to not fix the Problem, it's unfair to me to have paid what I was told the problem was.

  Business Response

  Date: 05/07/2025

  Business Response Regarding Mr. ******* Vehicle Service
  On October 23, 2024, Mr. ****** brought his vehicle to our facility with ******* miles on the odometer (see attached Repair Order). He reported that upon returning from ******** and while refueling at a gas station, the fuel pump did not shut off, causing the tank to overfill and fuel to spill from the driver's side rear of the vehicle.
  Upon diagnosis, we found that the charcoal canister and associated valve were faulty. When this system fails, it prevents the fuel tank from venting properly, which causes fuel to back up into the evaporative emissions system. If liquid fuel enters the charcoal canister, it can saturate the system and lead to fuel leaking onto the ground. We recommended replacing the faulty components because failure to do so can prevent the gas tank from being properly refueledoften limiting fill-ups to less than half a tank.
  After replacing the charcoal canister, we verified the repair by filling the tank and confirmed that the system was functioning correctly.
  Mr. ****** returned on November 19, 2024, with ******* miles on the vehicle1,764 miles and at least seven full tanks of fuel later. At this point, he reported a new issue: a fuel leak that only occurs when the tank is full. Our inspection revealed that the seal at the fuel pump sending unit is now leaking. We provided a quote for replacing the pump and seal to address this new issue.
  Mr. ****** has been fully informed of his warranty. All parts and labor related to the original repair are fully covered under warranty. The current issue involves a different componentthe fuel pump and sealwhich was not previously serviced and is therefore not covered under the prior warranty. Should Mr. ****** choose to move forward with this repair, it will include a new warranty for the replaced parts and labor.
  We remain committed to providing transparent service and are happy to complete the necessary repairs with his approval.
  

  Customer Answer

  Date: 05/08/2025

  Complaint: 23294625
  
  I am rejecting this response because:
  
  Regards,
  
  ******* ******

  Business Response

  Date: 05/09/2025

  We respectfully stand by our original response and the documentation provided.
  As outlined, the initial issue was thoroughly diagnosed and repaired. That repair was successful, confirmed by our team, and supported by over ***** miles of driving and multiple refueling events without recurrence of the original problem.
  The issue Mr. ****** later returned with involved a separate componentspecifically, a leak from the fuel pump sealwhich was not part of the original service or diagnosis. This is a new, unrelated failure that falls outside the scope of the prior repair and warranty.
  We are always willing to stand behind our work, and we remain open to resolving any concerns related to the original repair. However, we cannot warranty components that were not previously serviced or replaced.
  We appreciate the opportunity to clarify the situation and are happy to assist Mr. ****** with the current repair should he choose to proceed.
  Sincerely,

  Customer Answer

  Date: 05/09/2025

  Complaint: 23294625
  
  I am rejecting this response because:
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:08/12/2024

  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 am writing a complaint against Luxury Auto Works **************** in *********. My experience with this business has been unsatisfactory. On July 30, 2024 . I took my car to Auto Luxury Works to get some repairs. My A/C went out & I was getting a signal on my dashboard saying low oil pressure as well. a gentleman named **** assisted ****** presented him with my warranty coverage named Secure Net Essentials. I was provided with a car lender; He called me on August the 1. & stated that my vehicle was ready for pick up & said that my warranty only covered $3500 of my repairs which covered the a/c compressor the balance I owed was $2120.54. He stated that the warranty didn't cover the oil cooler & etc. I picked my car up on August 9, a representative named ***.. assisted me. on August 10, my car started running hot & quit in *****, ** a day after i received my car. I called ************************ spoke with the after hr service **** A lady named *** contacted me, & she submitted my message to ***. *** called & said that they would not compensate me for towing service to get my car back to ****** because it was too expensive & advised me to get my car towed to a shop close to where I was located. A gentleman named **** stopped to help assist me & said that he owned a mechanic shop, & he gave me his information to have my car towed to his shop. I called ******** & **** spoke with one another; **** found that the R&R Cooler was not installed properly & a lot of more issues. I called Luxury Auto & spoke with *** ****** who is one of the managers to help get this matter resolved I asked for a refund, however ***** refuse to give me a refund for their poor service performance. I am requesting a refund from Luxury Auto Sales. I believe that my experience reflects a pattern of behavior that may be concerning to other consumer, and I would like to request that the BBB investigate this matter. I am seeking a refund of what I paid $2120,54. Thank you in advance.

  Business Response

  Date: 08/12/2024

  Thank you for the concern. This clients vehicle was fixed with OEM parts and by a Master ************** technician. The client called the next day while near ******* 163 miles away from our facility stating the coolant light had come on and demand we tow the vehicle back to ******. We explained that all the work we performed is covered under warranty and there at ***** shops in the ** that can get this fixed and towed for free. We gave her the phone number, website address and asked he to call the closest shop near her on the list and they will tow there at no charge. 2 hours later we receive a call from the client stating it was at a shop and the shop owner stated the thermostat has failed (This is a part we installed and has warranty). We spoke with the shop owner (Diesel truck shop) and he stated they are not associated with this warranty program because they are a really small shop. He said he confirmed the thermostat was faulty and was $700 to repair. We explained again that those parts have warranty and the tow was covered but it has to go to a credible shop. The owner of the shop was demanding payment and hung up. We then spoke with the client again stating she did not bring it to a shop that was credible and this repair is free. Client took the vehicle to someone on the side of the road who does not work on European cars and does not have the expertise to fix this car. The thermostat was covered under their warranty and we will not be giving any refunds as all the work was performed properly and there was a new part failure. Client put over 200 miles on the car with no issues and we drove the car for over 50 miles with no issues before releasing. 

• Initial Complaint

  Date:03/06/2023

  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.

  On September 27, 2022 I brought my Bentley to Luxury Auto Works and I complained that my car sometimes jacks. ******************* service advisor, after performing an inspectio told me that the fault is from the spark plugs and that they need to replace all the spark plugs and he assured me that after replacing the spark plugs and servicing it, the occasional jacking will stop. He charged me $1,600.08, ******************* gave a 1 year warranty for the repairs. After he replaced the spark plugs, I started smelling a strong fuel odor inside my car and inside my garage where I park my car. I also continued to experience the occasional jacking on my car. I took my car back on 2/17/2023. After inspection, he now changed the story in order to decline the warranty that was issued for the same fault, in order to extort more money from me and he now said that the fault is from the transmission and that he needs to service the car and replace the transmission oil, pan gasket, and fluid flush. I didnt want to argue with him and agreed, and he charged me another $1,838.65. ******************* also lied to me by claiming that the fuel odor is caused by the engine control module for faulty exhaust gas temperature sensors, that need to replace 2 sensors for the fuel smell to stop which will cost me $4,352.38. I felt that Luxury Auto Works was not honest with me and wanted to take advantage of me to rip me of and scam thousands of dollars from me. I decided this time to decline this service of changing the 2 sensors, and get a second opinion from *****************, ***************** on 03/02/2023. They diagnosed that the strong fuel smell is from the previous service that Luxury Auto Works did where the spark plugs were changed and they failed to replace the fuel injector 0 rings and intake manifold gasket is now leaking. I called Luxury Auto Works to report this finding, but they declined to honor the warranty for the repairs they have done on my car saying that they are not responsible.

  Business Response

  Date: 04/03/2023

  Everything replaced on this vehicle was in fact needed. Bentleys are extremely problematic and expensive to repair. The Client got upset about the repair cost of his older Luxury vehicle and began using profanity and insulting our staff. He was asked kindly to not return to any of our locations. He is owed nothing from Luxury Auto Works.

  Customer Answer

  Date: 04/03/2023

  Complaint: 19543559
  
  I am rejecting this response because my car is still currently at ******************************** here in ****** undergoing repairs, where they found out that more damages were made to the car by Luxury Auto Works due they didn't follow the correct procedure of repairing the car properly, which is costing me more money. And my statement can be proven/confirmed as true by the ******************************** in ******, if contacted, and also look at the estimate/documentation I have given previously. Luxury Auto Work's statement was also false becuase they intentionally gave me a wrong diagnosis for my Bentley, in order to export money from me and yet not repairing the actual fault of my car. 
  
  Regards,
  
  *********************

  Business Response

  Date: 04/03/2023

  All repairs performed were needed and performed properly on our behalf. This will be our last response to this matter.

  Customer Answer

  Date: 04/14/2023

  Complaint: 19543559
  
  I am rejecting this response because: Luxury Auto Works did not fix the problem with my car, even what they did caused more damage to my car that another service is fixing and that cost me more money. All their intention is nothing but extortion / scam. Since Luxury Auto Works is not willing to respond to this matter anymore, meaning that they are not open to find a resolution here with BBB, I suggest that BBB should do the needfull by making this case public as unresolved by business/Luxury Auto Works. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/06/2022

  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.

  Purchased vehicle in February of 2022.The brakes were not checked, were unsafe and needed to be replaced. The blinker turns on the windshield wipers.The hazard button opens the trunk. The acceleration pedal goes to 100mph on its own. The oil was not changed. The tires were worn and unsafe.