ComplaintsforSewell Lexus of Dallas

• Initial Complaint

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a pre-owned vehicle from Sewell Lexus based upon an inspection report that was done and told it was a car in excellent condition. Did not test drive it after signing paperwork got down the block and it started to have transmission issues. Returned the car to service where it was determined it was a common issue but nothing could be done as it would cause more issues for the transmission and was told to keep driving it. A few weeks later the transmission shook violently in traffic causing me to sell the car at a huge loss after I learned Sewell was not going to stand behind their car. Also, during the visit it was determined that the front end had issues that were not inspected and paid out of pocket when i cant imagine why Sewell would ask a customer to pay for items that needed to be replaced & not caught in the inspection. Sewell refused to buy the car back and have been waiting on a response to make this right. The effects of having to sell a car with issues resulted in a substantial loss for myself. I have been a loyal Sewell customer for 15 years and I hope this is not the outcome. I will update everyone once a resolution is reached. Cc: referrals

  Business response

  12/14/2023

  To whom it may concern,
  
  October 2023, ************ purchased a 2015 Lexus RX 350 from Sewell Lexus of Dallas. ************ advised us about an odd transmission feeling in his 2015 RX350 and came and test drove with a Technician to demonstrate the shifting issue he had experienced. The Technician was unable to replicate the concern, and felt the car was driving normal compared to other like models. We let ************ know that during several test drives, the way the transmission shifted was common and similar to other like models therefore, the car was operating as designed. After running a health check on the vehicle with a scan tool, the Technician did not see any codes indicating the transmission was not working properly.
  
  ************ returned another time,concerned about some other issues he had noticed after having the car for a few weeks. At no charge to ************, Sewell Lexus replaced the struts on the lift gate, replaced one tire pressure sensor, and verified both rear tires were not losing air. He asked that we make sure the front bumper was secure, and it was.************ also mentioned a rattle noise in the front end over bumps and when turning. The Technician noticed a noise from both front shocks. The shocks were inspected during the reconditioning process and passed the safety inspection.************ was advised that the noise was not a safety concern, which is why the car passed our Sewell Value Vehicle Inspection. At his cost, ************ decided to have both front shocks, insulators and mounts replaced to remedy the rattle noise. ***************************, Pre-Owned Manager, followed up with ************ a few days later, and he confirmed that the front-end concern had been rectified, but the steering wheel was off center. ************ came by a third time, and at no cost to ************, the Technician aligned the car to remedy the off-centered steering wheel. If there are any additional questions, ************ may contact *************************** at ************ or email at **********************************
  
  Sewell Lexus of Dallas
  

  Customer response

  12/18/2023

  I am rejecting this response because:  There was no resolution offered the car is gone. 

  Business response

  12/20/2023

  To whom it may concern,
  
  We are sorry to hear that ************ has rejected our response. We have communicated with ************ on several occasions and have taken many steps to remedy any issue or concern with his vehicle. In our previous response, we documented the service visits and the work completed on the vehicle, including several that were completed at no charge to ************. At this time, we do not have any additional information to include with this case.If there are any additional questions, ************ may contact *************************** at ************ or email at **********************************
  
  Thank you,
  Sewell Lexus of Dallas

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Saturday, Sept. 9, 2023 while driving my new 2023 Lexus 350 RX, on the highway my sunroof exploded. It sounded like a gun shot. I pulled over, on the highway and looked around my car and saw the sunroof, the glass was pointing straight up. I immediately drove to the Lexus dealing, where I purchased this car in March. I told them it had to be a manufacturer defect, and Lexus gave me a rental and were going to have their technicians look at it. They called me Monday, and they are not taking ownership, they want me to file it with my insurance, and they refuse to pay for it. I haven't paid anything to them yet, I want it replaced.This isn't right, this is a safety hazard and could have caused a wreck.I need your help, I am a widow and paid cash for this new car to avoid problems on the highway.There is a class action suit against ****** and Lexus, for this sI have called the lawyer with this suit but have not filed a case yet.

  Business response

  09/14/2023

  To whom it may concern,
  
  On September 9, 2023, ************** brought her 2023 Lexus RX350 into Sewell Lexus of Dallas service department regarding the sunroof concern.  Sewell Lexus of Dallas reached out to Lexus on behalf of **************, and Lexus agreed to "goodwill" the part and replace the sunroof for **************. If there are any additional questions,************** may contact *********************** at ************ or email at ********************************. 
  
  Sewell Lexus of Dallas

  Customer response

  09/15/2023

  I have reviewed the business response and accept this resolution. 

  I want to report that my claim ID ********, has been resolve. Sewell Lexus Dallas is replacing my sunroof at no charge. Thank you for your help in this matter.

  Sent from *************************** (*********************)

   

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I chose this location for repairs after a collision. I've had to return my vehicle several times because of damages caused by their service department. They agreed to fix the damages, and after 3 or 4 times returning it, I requested they cut me a check for the remaining repairs. The manager agreed, and they cut me a check for the repair to my windshield, passenger door, and driver side door. I then noticed that the front bumper they repaired did not match the color of the rest of the vehicle. They agreed to fix this, however have given me the run around in terms of payment. One of the managers I've communicated with (*************************) stated I would be contacted by upper management in a week. There is no urgency on this being taken care of and I no longer feel comfortable with them working on my car. They mentioned the possibility of them paying another dealership to complete the work, however there will be no loaner or rental vehicle and I'll be without transportation. Customers should not have to be subjected to this level of treatment.

• Initial Complaint

  01/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased an RX 450h on December 28,2022. There were several delivery issues with the vehicle, including cloudy headlights. Instead of replacing them, they used fine grade sandpaper to clean them. We went to another dealership to have additional service and were told that if we have issues with the headlights in the future, they will not warranty them because of how they were cleaned. Sewell should have replaced them and we did ask but they said they would warranty them in the future and note our account about it. I called the Sewell service department and was told there was nothing on our account to indicate a warranty on the lights. Why are we concerned? These are $4,000 EACH so we don't want to get stuck paying for these in the future, or have the car devalued when it comes time to sell, because of this cost cutting measure Sewell decided to take. We had additional workmanship issues before we could take delivery, which they did eventually take care of, but they were issues that never should have been allowed to start with like a fingerprint inside clear wrap or a scratch on the hood of the vehicle, which actually occurred after we took delivery and brought it back for repairs. Just very disappointed in the quality and level of service for a first time customer of a new vehicle. And we really would rather have the work done at Park Place Lexus, with Sewell footing the warranty repair as we do not feel comfortable going back to this dealership.

  Business response

  02/15/2023

  To whom it may concern,
  
  On December 28, 2022, ************ purchased a 2022 Lexus ** 450H from Sewell Lexus of Dallas. During the delivery of the vehicle, ************ shared concerns regarding the cleanliness and the headlights of the Lexus ** 450H. On December 29, 2022, Sewell Lexus of Dallas provided a loan car for ************ while the service team did a full detail, and per the request of ************, the service team polished both of the headlamps of the ** 450H. Sewell Lexus of Dallas has assured ************ that the work completed will not affect future warranty claims.
  If there are any additional questions, ************ may contact ******************* at ************ or email at ******************************.
  

  Customer response

  02/16/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have nothing in writing from Sewell to show that the lights are under warranty for any potential warranty issues. They can say they assure all day long but that still does not address the issue of needing something in writing for the sanding or correcting the situation by replacing the lights. We also do not feel comfortable dealing with ************. The General Manager never reached out or been involved either. We feel we are being retaliated against because of the survey we filled out. We doubt very seriously ************ Sewell is even aware of this situation.

  Business response

  02/21/2023

  To whom it may concern,
  
  Our initial response contains all of the information on this case. We do not have anything further to add.

  Customer response

  02/23/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Verbal assurance is not the same as written assurance. We require they back up what they have stated in writing. Any good business should be able to back up a promise in writing. Or replace the lights.

• Initial Complaint

  10/25/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought a 2022 RX350 in August and paid $62,250. The car was certified new with an extended warranty as it only had 300 miles, but the car had a manufacturing defect in the rear hatch and was acknowledged by Lexus Engineer and dealership. After a repair attempt, the latch now has an uneven gap and they ruined the rear leather in the process. Today, as I write the complaint on Oct 24 2022 my car, is not ready (has been in the shop for almost 2 months). I get a loaner but I can't travel out of town. This ruined all my personal and business plans. I'm 65-year-old man who wanted to get a reliable car to be able to travel safely and take care of my business. I contacted so many people at the dealership and Lexus corporate but no one seem to care.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My *********** is at Sewell service dept. in Plano Tx Dealership They refuse to give me a loaner car. because they are discriminating against me because I have been there to get service for run flat tires. I was told that the reason for not giving me a car to drive is because I kept the car too long. It's a lie because they needed to order another tire and my schedule is not on their schedule. My was was not repaired and not ready for me to arrive back to get my car. I have warranty and it's an excuse because I have to continue my schedule that requires me to travel to my business etc. This is a problem because I have to replace tires every month and they are taking advantage of me by refusing to give me a car while my car is at their service department. It's wrong and against the rules and my warranty is a benefit to me to receive satisfaction from Sewell-BMW /Mini service department to do to my destinations. It's a probJen for now and future service agreements in my contract. Breath of contract because of their own personal reasons.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought a 2019 Lexus RX450H F Sport. However there is a discrepancy between the window sticker and the dealership sticker. I am missing features from the F Sport and tried to resolve it via the dealership. Their response has changed numerous times and it is still an unsatisfactory result. First, they claimed that all RX450H vehicles are F Sport equipped and that there is no non F sport 450H. Then, they claimed it was a mistake on their part and that they can't resolve my issue. Finally, they asked me to trade my vehicle in for another one as a resolution if I am still not satisfied. I am not wanting to trade my vehicle in, I want to be compensated for the difference in pricing or to have the features of the F Sport vehicle installed on this one. This is dishonest and false advertising on their part to advertise a vehicle with options that it does not have. I've attached photos of evidence with matching VIN codes.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My car was damage while in there care. And they are refusing to repair the damage. Blaming it on a air freshener that is not leaking. And I have had a professional tell me that is not possible for that damage. And my car had scratch & a ding while in there care. This is the 3rd time in a week and a half my car is there. I had it 1 night in that time

• Initial Complaint

  03/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a car from this dealership and lied to me about the warranty they fabricated a papers indicated the car have 2 years warranty left on the car but couple of weeks later I found the car have no warranty at all, I contacted the manager name ROSS T***** his direct contact number is **********, an he told me they can not do anything about it, j need your help.

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/04/13) */ To whom it may concern, On January 2022, Mr. ****** purchased a pre-owned Mercedes-Benz from Sewell Lexus of Dallas. The Carfax report that we provided Mr. ****** showed an estimated "start date" for his factory warranty was 3/14/2019. Mr. ****** was under the impression that he had a factory warranty on the car he was purchasing until 3/14/2023. Mr. ****** then took his Mercedes to a Mercedes dealership and found out the warranty started on 10/27/2017 and expired on 10/27/2021. Ross T*****, the General Sales Manager at Sewell Lexus of Dallas, reached out to Mr. ****** to learn more about his experience. Ross T***** offered to cover the repairs needed for the Mercedes-Benz and Mr. ****** agreed to allow Sewell Lexus of Dallas to cover the cost of repairs. Sewell Lexus of Dallas offered to purchase a VSA through Ally for Mr. ******, which will cover his vehicle for the next year. Mr. ****** suggested that instead of doing that, he asked Sewell Lexus of Dallas to write him a check for half of the amount, and he would take on any additional risk to cover repair costs for the next year. Sewell Lexus of Dallas agreed to this, and Sewell Lexus of Dallas is sending him a check. We are grateful for the opportunity to serve Mr. ******. If there are any additional questions, Mr. ****** may reach Ross T***** at ****************** or ************.

*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. ↩