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:10/23/2024

  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.

  Im feeling really upset, since my 2024 LC500 got hail damages during the dealership service period, because of the misleading information for 10k/12months free maintenance. Or I wouldnt send my car to this dealership, so my car wouldnt get damaged, and I wouldnt waste my time and money now.The dealership is unprofessional and careless. At first I called the dealership and Ive been told I could get 1year/10k maintenance for free, so I sent my car to the local dealership at Park Place Lexus Plano on Friday, Sep 20th. The service advisor also confirmed that my car would qualify for the 10k complementary maintenance. But 3 days later, the following Monday night, on Sep 23rd, my service advisor called me and said that they were going to charge the maintenance fee(how could the dealership take three days to figure out the coverage?), so I told him to cancel the maintenance and prepare my car to pickup. I received a text message saying pickup requirement on Tuesday afternoon, so I tried to get my car back after work. I arrived at the dealership around 6:20pm, but the dealership was closed at 6pm, which nobody told me anything about that. However, when I arrived at the dealership to pickup my car in the morning of Wednesday, the service advisor told me that the car got hails damaged. He suggested me to file a claim with my own insurance, and he refused to offer any help for the damages. So I asked to meet his service manager. I had to negotiate with the service manager for an hour and finally he agreed to pay for the deductible($501) and rental(Up to $500), which should be offered at the beginning. This is the worst customer experience Ive ever had. My ****** old, with 3300miles, 2024 LC500 got damaged while sitting at the dealership because of the misleading information provided by the dealership. I did follow everything Ive been told by the dealer, and now nobody cares about my losses.

  Business Response

  Date: 11/11/2024

  Hello, We apologize that your vehicle received hail damage during the hail storm that occurred during the early morning hours of September 25th.  It was unfortunately out of our control and we can't assume responsibility for weather related events. However, we do feel that our offer to pay for your deductible is a fair solution so that you don't have any money out of pocket.

  Customer Answer

  Date: 12/02/2024

  Did your dealership provide incorrect information about the maintenance? Before visiting the dealership, I had already spoken with your representative, who informed me that the service was free. However, upon dropping off my car, the service advisor double confirmed that the maintenance was indeed free. Or I wouldnt send my car to your place at that time.

  
  However, it took your dealership three days to determine the necessary maintenance expenses? And because of your unprofessional behavior, my car got damaged in your parking lot. 
  

   

• Initial Complaint

  Date:05/14/2024

  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.

  I went in to purchase a car for my daughter. I had a pre approval in hand from *********** and a reference number. I specifically told the sales associate that I wanted to use them so my credit was only pulled 1 time and not shopped out to banks. After filling out the credit app I stated to get multiple messages that my credit was being pulled by several companies. I asked to speak to the finance person and they said it was compliance. I told him Im in finance and this is incorrect. I have had a pre approval before and the dealership used it and my credit was pulled once not multiple times. He offered to write a letter to the credit bureaus and I said for what youve already pulled my credit. He was lying, he said I negotiated this rate for you which is a lie he got money for doing that and I am left with multiple hits to my credit. This kind of thing has to be taken more seriously at car dealerships, they backed me in a corner. I didnt want to leave and have my credit ran again by a shady business. I ended up going with **** of America at that point since it was lower and my credit had already been ran. This person in finance was a liar and cheat. I have worked in finance for 15 years and have never been unethical. I want them to fix my credit report.

  Customer Answer

  Date: 05/14/2024

  This was in defense to Park Place Acura in Plano not Park Place Lexus 

• Initial Complaint

  Date:02/22/2024

  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.

  During the 1st qtr of 23, i had my es350 2015 appraised by lexus @15k with roughly 84k mileage. Sometime in april it was slightly damaged my hailtstorm. In mid sept attemtpted to trade it in. It was reappraised at 13k with noted hailtstorm damage. It was also at during this time that i purchased a certified rx350 2017 w 44k mileage. I decided to hold on to my es350 and not trade in. After ********************************************* thr rx350 and who also assist in appraising the es350. This time i decided to sell it. I was promised to get 13k - 13.5k. To my surprise when i brought the car they are only taking it for 12.5 bec they found addntl hailstorm damage. I disagreed bec the 2 cars were parked outside my residence and theres was no visible damage to my rx350 and no addtnl damage to the es350. Lexus would not take the original offer price and i was forced to accept the 12.5. Lexus made up this excuse to the disadvantage of the customer. I want ********************** to pay me the original appraisal price of 13k

  Customer Answer

  Date: 03/19/2024

  Hello, i am providing documentation to support my claim. The text message conversation i had with the salesman. And fhe appraisal report for the es350. They only appraised it for ***** and paid me for the same amount vs my conversation with the lexus salesman. Again i would like to reiterate that they forced me to accept the ***** claiming there was an additional hail damage to the es350 which is a total lie. Pls assist me in getting the original value that was promised and refund me the balance. 

  Customer Answer

  Date: 03/19/2024

  Hello, i am providing documentation to support my claim. The text message conversation i had with the salesman. And fhe appraisal report for the es350. They only appraised it for ***** and paid me for the same amount vs my conversation with the lexus salesman. Again i would like to reiterate that they forced me to accept the ***** claiming there was an additional hail damage to the es350 which is a total lie. Pls assist me in getting the original value that was promised and refund me the balance. 

• Initial Complaint

  Date:11/15/2023

  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 purchased a vehicle from Park Place Acura (Lexus) of Plano on September 26, 2023,(2021 Jeep Grand Cherokee) and financed through Santander Consumer USA. At the time of purchase on 26 September, I also traded in a vehicle, (2018 2SS Camaro) financed through ***********.On the 1st of October an automatic draft comes out of my account in the amount of $900 for the Camaro. I called *********** and requested a refund. The representative I spoke to on the phone from ****** stated they would issue me a refund of the $900. I never received the refund.That's not the issue at hand. The issue is that the dealership Park Place Acura (Lexus) of Plano *****, paid the remaining balance of my vehicle on October 6, 2023. On the financial contractual agreement it states that the dealership is to pay the $39,276.35 what they ended up paying is 38,398.52.I called Park Place Acura and asked them where the overage amount due back to me was and at first they gave me the run around, but then I finally got ahold of *************************, who was extremely rude and dismissive. He stated that they sent the $826.00 to my new loan company and he sent me a receipt showing it was sent to Santander Consumer USA. I called Santander for weeks, 4 weeks go by and they still hadn't received the $826.00 payment. Come to find out Park Place Acura sent the $826.00 to an old address of Santander. I called Park Place Acura, explained the reason why Santander never received payment, Park Place Acura stated they would cancel the previous check and send another check to Santander to the correct address and that they would send me a receipt of the payment they send to Santander but they have yet to do either of the two. I've called Park Place Acura, on multiple occasions to get a copy of the receipt, I've left voicemails and I continue getting passed around from one person to another and immediately sent to voicemail. I just want the money that's due to me that's adhering to the finance contracted I signed.

  Business Response

  Date: 12/27/2023

  Greetings. This claim is directed toward our Acura Plano location, and has been addressed by our General Manager, *****************************. Our financial coordinator has confirmed in email that we have sent the check on November 16th, 2023 with provided tracking to the new, updated address. ********* has also confirmed that the check has been cashed. We have still not been able to connect with the client, despite the cashed check. I have provided additional documents to support our efforts. Thank you and we hope to resolve this promptly.

• Initial Complaint

  Date:07/18/2023

  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 purchased a used car from Park Place Lexus in Plano ***** in April 2023. Two months later in the month of June ************************************************************* DMV would not accept this title to register the car. I requested a replacement tile in early June 2023. Its been over a month and I have no title, I can not register or drive this car. The company does not return my emails. With over a month since my request they can not tell me when I will get the car title. The bottom line for reaching out to BBB is to help me with this issue for a car I purchased over 3 months ago. Thank you.

  Business Response

  Date: 08/09/2023

  Records show, that this item was completed back on 07/14/23. The original title that we flipped into our name was reassigned on the back to ** instead of to the client. Unfortunately, ******** does not accept any errors even though we sent an affidavit with the title. Our title manager applied for a duplicate title, but the state takes several weeks to process applications received in the mail. They rejected the paperwork, so our title manager then hand walked the paperwork into a DMV office so we would walk out with a title in hand. The new, and corrected title was sent out that same day, and sent directly to the client. The finance director, ***** was notified immediately as well. Thank you, we hope this clears up any confusion.

• Initial Complaint

  Date:05/04/2023

  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 recently purchased a used car from Park Place Acura, and unfortunately, I had a very disappointing experience. After taking the car home, I discovered that the door did not open with the key, and it could only be opened with the automatic key fob. When I asked the sales rep *************************** to fix it, he initially refused, but eventually agreed to make the repair.However, the problems didn't stop there. I later found out that the Title paperwork was not filled out correctly and needed to be corrected with the bank as the first lien holder. Despite multiple attempts to contact the sales manager and the corporate office, I received no response. This lack of response is particularly frustrating because I paid for services, such as DMV paperwork, that were not completed correctly.Overall, I would not recommend purchasing a car from Park Place Acura. The dealership's poor customer service and lack of attention to detail have left me feeling frustrated and disappointed. I plan to report this experience to the Better Business Bureau and caution others to beware of this dealership's poor practices.

• Initial Complaint

  Date:03/22/2023

  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.

  On 2/6/2023 I purchased a vehicle from Park Place Lexus Plano. My vehicle arrived to ************** with damages annotated by the shipping company prior to leaving the Park Place Lexus Dealership. I was notified of any damages and ***** my sales rep ****** off saying the vehicle was good to go when it was not. It is now 3/22/2023 and my car still hasn't been registered to to a lack on the dealership part as they sold a car to me and did not know the proper protocol for selling a car and registering the vehicle in the ***********************. I have had to supply several documents after receiving my car which is an absolute inconvenience to me and also a affects my well being as a African American female driving a vehicle with improper documentation. The employees at Park Place Lexus Plano should know the process of selling a vehicle to a buyer in another state and if they do not then they should not sell a vehicle to buyers out of state. I will never purchase another vehicle from this dealership. I have owned a Lexus for over 10 years and have never dealt with the much incompetence ever. I reached out to ****************** boss ************************************* and he was also no help at all. There is no reason that my vehicle isn't registered due to staff not knowing how to deal with military members.

  Business Response

  Date: 03/31/2023

  Customer sent ** the remaining documents requested from the *********************** on Tuesday. We needed this information to complete her registration. We paid the additional fee to have her plates/registration expedited to her in 5-7 days, instead of the normal ***** days. Thank you.

• Initial Complaint

  Date:01/06/2023

  Type:Customer Service 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 2019 Lexus ES350 from the Mercedes Dealership next door, I tried to buy a Lexus from here but the one I wanted didn't meet my criteria. It has a slight squeak on the left front of the vehicle that is probably due to the latest service bulletin they put out on XXXX-XXXX ES350's brakes squeaking. I went back to the dealer which is right next door to the Lexus store and eventually found an advisor who would talk to me. A valet helped me find this advisor and he was very kind. The advisor began helping me when I noticed ***** Martin eyeing me from an empty office as he's eavesdropping on the conversation. He comes busting in the room screaming "Don't give him any information". "Do you even own this car?" "We can't give you any information on a car you can't prove you own!" I told him yes I do own the car I just bought it next door. He said "Ok then give me proof". I fail to see the need to give him proof I own the car to talk about a warranty on the cars for a national service bulletin. I told him to **** out and let me get the information about the warranty and stop acting like a *****. He said if you are going to call me names you can leave. I said ok I will leave when I get the info on the warranty. Ye then says "show me proof you own the car". It escalated from there. He called me childish, classless, and a loser so I responded in kind. I want this dealership to train their managers for conflict resolution. Apparently it's much needed.

  Business Response

  Date: 03/22/2023

  Consumer Response /* (2000, 5, 2023/01/11) */ I would like to drop this complaint as I have resolved it.